The Quality Improvement Pyramid

posted in: Quality Improvement | 0

What Is it?

The Quality Improvement Pyramid is a way of insuring customer satisfaction through the involvement of all employees in learning how to reliably produce and deliver quality products and services.

What does it look like?

To explain the three components of the Quality Improvement Process

Our goal is to improve internal and external customer satisfaction through total quality control. The Quality Improvement Pyramid is how we work toward that goal, and it has three components: Quality Teams, Quality Planning, and Quality Operations.

  1. Quality Teams provide a structured environment for employees to work together toward:
    • Improving the quality of products and services
    • Developing the skills and abilities of employees
    • Promoting communication and teamwork
    • Enhancing the quality of work life
  2. Quality Planning targets the achievement of breakthrough by concentrating company efforts and resources on a few priority issues to:
    • Increase performance levels
    • Improve communication of company and department direction
    • Attain broad participation in the development and attainment of long-term goals, mid-term goals, and short-term goals
  3. Quality Operations requires the application of Plan=Do-Check-Act (P-D-C-A) philosophy to activities necessary to meet the needs and expectations of customers. The goals are to:
    • Maintain gains achieved through improvement projects
    • Achieve consistency in operations as well as results
    • Clarify individual contributions toward achieving customer satisfaction
    • Improve daily operations

Four Principles of Quality Improvement

  1. Customer Satisfaction – means not satisfying needs and reasonable expectations of customers but also having an attitude that puts the needs of the customer first.

2. Management by Fact – means that not only managers but all employees manage the work they do by collecting objective data and making decisions based on this information.

3. Respect for People – means that each of us needs to listen to and support the capacity of all other employees for self-motivation and creative thought.

4. P-D-C-A – is a work philosophy that emphasises four phases of activity: Plan what to do; Do it; Check what you did; Act to prevent of improve the process.

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