Final answer:
Quality Management (QM) is a systematic approach that focuses on maintaining consistently high standards in the production and delivery of goods and services.
Step-by-step explanation:
Quality Management (QM) is a systematic approach that focuses on maintaining consistently high standards in the production and delivery of goods and services. It involves various strategies and techniques to ensure that customer expectations are met or exceeded. One key concept in QM is the Plan-Do-Check-Act (PDCA) cycle, which involves planning, implementing, evaluating, and continuously improving processes.
For example, in manufacturing, QM aims to minimize defects and variations in products by implementing quality control measures such as statistical process control, inspection, and continuous monitoring. In service industries, QM may involve training employees to provide consistent and excellent customer service, implementing feedback and complaint handling systems, and conducting regular internal audits.
ISO 9001 is an internationally recognized standard for QM that provides a framework for organizations to establish and maintain effective quality management systems. It sets out specific requirements for processes such as document control, corrective and preventive actions, management review, and customer satisfaction.