The top management of a company has a central role in the development of quality. The primary assignment of the management is to create operational preconditions that allow and invite the entire staff to develop the quality of the operations and products. The quality of the management is usually developed through a special quality management group, which drafts the quality development plan, organises the quality operations, and plans the communications related to the quality operations.
The group is also responsible for defining the strategic quality objectives and the quality policy of the company.
A detailed plan for the near future, for example, the ongoing year, as well as a rough draft of the main features of the development operations for several years, are needed for the development work. The development itself takes place through individual projects, in which representatives of all employee groups should be involved.
In small companies, quality development can even be started without a formal quality management group.
The quality objectives could be related to some of the following issues, for example:
Mapping the customers’ needs and improving customer satisfaction.
Cutting the costs of quality.
Committing the employees to producing quality.
Preventing negative impacts on the environment and society.
Continuous improvement of quality.