Abstract
Top management always desires to discover what the role of quality is to decrease organisational and operational costs and how quality contributes to the organisation's profit. Due to these concerns, issues like quality costing and return on quality become popular among quality professionals. Moreover, the inseparable nature of quality is its strategic importance. If quality initiatives and related quality tools make a strong tie to strategic objectives and business goals, the value of quality can be definitely highlighted for top management and also for gaining competitive advantages. This means that commitment to quality can bring benefit for more profit making and strategy development in the same time. In this paper, a new framework has been proposed based on PDCA approach to deploy quality management principles in order to achieve strategic results with a special focus on financial outcomes. In this framework, eight steps are included in which ISO 10014. strategy maps and balanced scorecard, business key processes and quality costs are the main means to construct the body. Copyright © 2010 Inderscience Enterprises Ltd.
| Original language | English |
|---|---|
| Pages (from-to) | 226-259 |
| Number of pages | 34 |
| Journal | International Journal of Business Excellence |
| Volume | 3 |
| Issue number | 2 |
| DOIs | |
| State | Published - Jan 1 2010 |
Keywords
- Balanced scorecard
- ISO 10014
- Quality costs
- Quality management
- Strategy map
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