We are aware that our basic value is a profound knowledge that allows us to provide customers with a unique value.
Such knowledge embodies the collective learning of an organisation (especially when it comes to a galvanizing company), and especially how to coordinate the various areas of competence.
We shall continue investing in our strong points in the future as well, so that we always have the competitive edge.
That is why we have decided to have our companies adopt the Total Quality Management system.
The organisation model adopted by all the leading companies in the world and which represents a major turning point as regards quality management.
According to this approach, developed in the USA in the 1950s, the whole company must be involved in achieving the objective.
This also means involving and mobilizing employees and cutting wastes in a perspective of effort optimisation.
The UNI EN ISO 9004:2009 standards define the eight quality management principles:
• customer focus
• personnel involvement
• process-driven approach
• systemic management approach
• constant upgrading
• de facto data-based decisions
• mutual-benefit relations with suppliers
According to a traditional viewpoint, to achieve top quality, heavy production costs have to be sustained.
Today this position is no longer viable from two viewpoints:
Because the quality concept must be defined according to what the customer wants and expects.
Customer satisfaction is the objective at the bottom of the total-quality movement;
Today, many companies discover themselves competing at both price and quality level.
Customers expect certain quality standards at a competitive price, as well as certain supply requirements.
A company undoubtedly creates competitive advantages for itself according to a global and coherent approach involving all company departments;
a strategy based on total quality aims at satisfying all Stakeholders (customers, suppliers and social partners, employees, management and shareholders). The company output is no longer just product/service: the company produces quality.
A company which takes the road to total Quality has two choices before it – changing systems or changing outlook.
Changing systems implies complying with the requirements set by the ISO 9000 standard, through systematic documentation and continuous monitoring.
Changing outlook on the other hand implies defining a “corporate mission” and a number of “guiding values”able to stimulate a new attitude towards work and towards customers, in other words a quality outlook within the organisation.
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