Enhance Your Quality Assurance with a Customer Contact Management System for Quality Assurance

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hi my name is florian from quality guru where i answer your questions and share knowledge about quality management today i will talk about why you should have a quality organization and how to position it within your organization do you know this guy that's scrooge scrooge is not a people's person he is a money person so he likes to make a lot of money he is a pure capitalist and he wants to build a lot of factories in order to sell products and get very rich very fast one day one of his friends told him an advice you should hire a quality manager that could help you a lot to stabilize your business he said no quality manager i don't want them they just cost a lot of money so he didn't hire a quality manager he managed everything by himself which was fine when he had the first factory because he could control everything by himself and knew everybody and had a good relationship with all the employees and the customer but then he built a second and the third and the fourth and the fifth company and it was not the same case so now he had to delegate the the work to other people and they were doing it differently in factory number one then factory number two and three and four and he also realized that there was no consistency at all customers start complaining hey scrooge what's going on we're getting from factory one we get this and from factory three we get this what is going on here they were pissed off they wanted their money back and some of the customers even want to walk away then he did an analysis what was going on in the plant and he also saw that there was a lot of waste people were wasting the materials working in different ways not following the guidelines and regulations of the company which he has put so much energy into which he thought would be perfect in order to ensure a good standard of operations yeah and then at this day scrooge finally considered the words of his friend maybe i should hire this quality manchester and he did what a good choice the quality manager went to the customer was listening and understanding the customer and bringing this understanding into the organization they were working with the people with the teams in the plant on solving those problems and they were also auditing the companies in order to ensure that everything everybody was working ing to the same standards and procedures of the company by this the results got more and more consistent could meet the customer requirements the customer were satisfied kept buying more and were bringing more business to the company and the people also started to work on continuous improvement in order to reduce the double work and the waste they had in the company all in all scrooge was very happy he spent a little bit of money on the quality guys but he got now consistent result a stable business because he liked it so much he put the quality guy right in the middle between the customer and the operations so that they could monitor both sides but they were not involved into the operations they could be independent could be an independent advisor to him on all the technical issues and organizational topics so this is normally how most of the companies run their organization they put the quality guy between the customer and the organization as independent as possible because when they are independent the quality manager can be more objective don't have to judge their own result and they can give pure and objective advice to the top management by reporting directly to them so this little story should just tell you something what is the responsibility of a quality guy and how would you place them in the organization quality managers or quality organization normally helps you to reflect the customer requirements into the organization to identify the strengths and weaknesses of the organization by auditing them giving kind of a health check to the organization and finding out in which status we are and what kind of medicine the patient could need in order to get stronger and they're also advising the management on any risk what could happen what could be there in the company financial risk based on operational and technical issues or customer problems on the external side they're working together with the customers in order to serve them but also balance their needs in case they may be exaggerated compared to what is aligned in the written commercial agreements so the quality guy serves also as a kind of lawyer negotiating the requirements together with the customer and last but not least when it comes to auditing they're also responsible for getting the organization certified in all kinds of standards and regulation because they understand them and they can audit them and can guide the organization the way how to comply to those standards please let me know what is your opinion what is the core responsibility of a quality department and how would you do it in your own company