Organizations are undertaking the changes required to transition themselves from ad hoc and inconsistent work practices to one where knowledge is incorporated into everyone’s job. This helps to ensure that the knowledge of one resource working on their quality measurable work is easily transferred to other employees or new employees expected to take-over or continue work within this role. Organizations will see increased customer satisfaction rates as a result.
Successful quality management systems do have a direct bottom-line impact on an organization but will require that the organization undertake a significant cultural change because quality management systems have a profound effect on the structures, systems and resources. These cannot be changed only in the short term. To have a lasting effect, employees need to be prepared for the changes that will be necessary and understand the benefits of the change.
The process for creating the cultural change is easy but one must recognize that it is journey. It is exciting but you must stay focussed throughout. Like all journeys, it takes time. There really is no end. If quality management is built into the corporate culture than everyone in the organization will not only know what it is they have to do but how that work will be measured and how that knowledge can be transferred.