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General Systems In The News
30 November 2009 – General Systems Co., Inc. – Pittsfield, Massachusetts
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Spring
into
Action
By A.V. Feigenbaum
In the November 2009 issue of
Quality Progress Magazine
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Economic, human and technology changes have created one of the most turbulent and challenging
periods in our history, and it has made a significant impact on quality in business and industry worldwide.
This includes:
- Increased speed and aggressiveness of quality competition.
- Greater customer demands for higher standards of quality value in products and services – not
just a focus on reducing defects.
- Expansive IT activities of corporations. For example, potential buyers regularly read blogs or visit
chat rooms to investigate the quality of products and services. In some instances, this ability
seems to influence purchasing decisions more than the seller’s advertising and promotion
initiatives.
Moreover, companies’ strong emphasis on looking globally for better ways to satisfy the demand for
customer value and to improve productivity has created another reason to focus on global management
quality.
You can see this in the rapidly growing numbers of companies that are reaching across oceans and
international borders, leveraging total quality management (TQM) activities in areas of development and
design, supply production, and the assembly of products and services.
These leading companies are emphasizing a systematic approach and attention to quality, closely
managing the data and information pertaining to their products, and emphasizing new and even more
focused quality approaches in the areas of product safety and product integration.
Together, these factors explain why more global corporate leaders have come to emphasize that – in
global terms – quality is not only a technical subject, but also a fundamental way to manage and lead
organizations. In other words, quality has become the basis for systematically guiding empowering and
supporting the constant pursuit of product and service quality excellence. It is also the basis of strong and
continuous innovation in design and engineering, supply, production, sales and other related processes
throughout an organization.
Most importantly, these issues highlight the basic principle of the global business experience: What
makes quality value better in any part of the organization can make quality value better in every part of the
organization – what we call the “domino effect of quality.” It’s the basis for the management innovation
focus on total quality by which today’s corporate leaders emphasize:
- Customer product and service value leadership that’s locked on current and future quality
capability.
- Operating cost leadership for the company’s economic strength.
- An empowered company culture of superior performance that emphasizes customer satisfaction,
which drives the company’s TQM initiative and, in turn, creates profitability and further growth.
Strong and successful companies will say that quality has become a global language for their
businesses. Fundamental to the competitive strength of these companies is how effectively they
understand and implement this language of quality throughout all parts of their operations.
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