Principles of quality according to quality assurance experts

Quality assurance experts, headed by Dumping, talk about four principles of quality that together form a basic guarantee for the effectiveness of quality improvement procedures, interventions and programs. These four principles are:

The first principle: meet the customer’s needs and expectations

Quality assurance presupposes, first and foremost, clearly defining the customer, and knowing his needs and expectations. The needs and expectations of customers are the drivers of all planning and implementation activities carried out by the organization. The customer is a legal person (a body) or a material person (an individual) who will issue judgments on the quality of the good or service that the institution will provide. Within the quality approach, the customer is the center of everything in the organization. The institution exists because customers have needs that it can meet. This customer/institution relationship is similar to the intuitive relationship found in the Cartesian Cogito! The organization’s intuition for its customers is similar to Descartes’ intuition for his existence! We are facing a real cogito for the organization: “The customer has expectations and needs that I can meet, so I am present.”

The second principle: focus on systems and processes

The theory of quality assurance is based on looking at each productive work as a result of a set of operations. The process is a series of tasks or stages. The system is a set of operations. Thus, the theory of quality assurance believes that the main reason for poor quality does not lie in a lack of incentives or efforts on the part of women and men in education, but rather in the manner in which work is carried out.
Poor quality is, in general, the result of poorly planned action, ambiguity of purpose, or a loose aim. The result is that improving quality requires an understanding of work processes and changes in the work system.

The third principle: the use of information to analyze service provision processes

Improving a process presupposes information about the progress of this process, and therefore it is not enough to make decisions on an instinctive or impressionistic basis, but rather on the basis of accurate and appropriate information as possible. For example, instead of assuming or guessing the needs of customers, data must be obtained. When we discover a problem, we start collecting data to determine its source, and when we put a solution to it, we monitor the results to make sure that the problem takes its way to a solution.

Principle Four: Encourage a team-based approach

Improving quality requires giving education women and men the authority to improve the organization’s processes and systems; That’s because those who do the work every day have the ability to identify where the process is going wrong, where the problems are, and to see practical solutions to solve those problems.

Working in a team is a vital necessity, and the advantages of working in a team are multiple, including:
– more knowledge and information;
– more ideas to solve the problem;
wide acceptance of the solution;
– more democratic;
– Team spirit.


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