Integrating Quality Management into the Value Chain

Tom Becker, Veit Butterlin and Carsten Kahner of Arthur D. Little outline how companies can integrate quality management into the value chain. Product and service quality have never been more important in today’s world of globalisation, expanding consumer rights, and customer expectations. Quality management is evolving into a three stage process: Assurance, Empowerment and Consumer Delight. These respectively cover minimising defects, encouraging a company-wide holistic approach to quality management, and using quality management as a facilitator between Marketing & Sales, Manufacturing and R&D. Companies must embrace these new concepts now that quality is no longer a policeman but a business partner.

Integrating Quality Management into the Value Chain

DATE

October 2013

Tom Becker, Veit Butterlin and Carsten Kahner of Arthur D. Little outline how companies can integrate quality management into the value chain. Product and service quality have never been more important in today’s world of globalisation, expanding consumer rights, and customer expectations. Quality management is evolving into a three stage process: Assurance, Empowerment and Consumer Delight. These respectively cover minimising defects, encouraging a company-wide holistic approach to quality management, and using quality management as a facilitator between Marketing & Sales, Manufacturing and R&D. Companies must embrace these new concepts now that quality is no longer a policeman but a business partner.