Quality-improvement systems
Quality-improvement systems come in many different forms—including the following:
- Plan-Do-Check-Act. Popularized by total quality management (TQM) founder Dr. W. Edwards Deming, the Plan-Do-Check-Act framework helps managers establish a cycle of continuous improvement. The cycle comprises these steps: (1) Plan: Identify a performance problem and the processes affecting it. (2) Do: Explore potential solutions and implement one. (3) Check: Assess how well your solution worked. (4) Act: If your solution worked well, institutionalize it and look for another improvement opportunity. If it didn't, return to step 1.
- Six Sigma. With roots tracing back to the 1920s, Six Sigma is a data- and measurement-driven approach that helps managers continually improve business processes through reduction of errors. Many companies that use Six Sigma apply it to all their business processes—manufacturing, product development, order fulfillment, customer service, and so forth.
- Baldrige National Quality Program. Established in 1987 by a congressional act, the Baldrige National Quality Program was developed by the United States' National Institute of Standards and Technology. (The program is named after Malcolm Baldrige, who served as secretary of commerce from 1981 until 1987.) The Baldrige program defines criteria for high-quality business performance in numerous areas—such as leadership, strategic planning, customer focus, and knowledge management. The Baldrige framework has a European equivalent: The European Foundation for Quality Management. Every year, companies can apply for the Malcolm Baldrige Award, which recognizes organizations for achievement in specific categories: manufacturing, small business, education, and health care.