Who is responsible for quality?

The top manager is responsible for quality. He or she cannot effectively delegate this responsibility. Quality (good and bad) is the result of the organization working as a system.

The organizational management system exists to help the organization’s employees (and suppliers) to determine and fulfill requirements in creating more successful customers.

Some of the leader’s authority can be delegated to a competent manager who reports direct to them. This person can then:

– Ensure the processes necessary to fulfill requirements are in place

– Respond to suggested improvements to the system

– Ensure the system makes the team aware of customer requirements

– Facilitate actions to improve the system

– Run the internal audit programme to fulfill top management’s objectives

– Recommend system improvements to the leaders

– Report on the performance of the organizational management system

Making this person report to someone other than the top manager may remove the strategic focus on emerging and future customer needs.

Process improvement remains the primary responsibility of each process owner (or their boss). These process level improvements would be coordinated via this person who, instead of being called VP Quality, is the VP Management System.

Without this person the top manager has to do all this herself or himself.

This approach enables all of us to remain responsible for the quality of our work.

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