3 The Ability to Plan for Strategic Quality Change in an Organisation
3.1 Planning a Strategic Quality Change to Improve Organisational Objectives
A change in the strategic quality is supposed to ensure high quality productions and services and enhance an organisation’s effectiveness. The process of planning a strategic quality change includes the following steps (Balding 2011):
– Identifying the customers’ demands and expectations
– Ensuring the overall participation of the workforce
– Benchmarking the quality management processes
– Creating and implementing a vision and mission
– Developing and documenting new quality standards
– Ensuring the effectiveness of the standards and implementing continuous improvement
According to Howell (2006) and Balding (2011) the 5 Gap Model, as previously mentioned, is a proper tool that can be used to identify the customers’ expectations and apply them to the organisation’s overall strategy and performance. To ensure participation not only of the workforce, but also of the stakeholders, the value and importance of developing a continual quality improvement culture within the whole organisation must be communicated and a culture of change must be implemented.
The outcome of the planning must be the development of targets that should have all of the essential features to be SMART objectives (Wöhe 2008; Johnson et. al. 2005).
3.2 Defining the Resources, Tools and Systems to Support Business Processes in a Strategic Quality Change
All the business processes at GPRO are based upon the availability of resources and tools. For a strategic quality change, the following resources will need to be implemented: human resources, financial resources and tools and techniques.