Quality Manager 2000 - Competitive Advantage: Mapping Change and the Role of the Quality Manager of the Future


Shepherd, Nick A.   (1998, ASQ)   EduVision Inc., Oakville, ON

Annual Quality Congress, Philadelphia, PA    Vol. 52    No. 0
QICID: 10662    May 1998    pp. 53-60
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Article Abstract

The quality manager of the future must be instrumental in moving the organization beyond a segregated quality function. To fulfill this broad role, the quality professional needs technical, personal, and business development skills that facilitate competitive advantage in an era of change. Customer and market driven changes must be met with an understanding of the customer buying cycle and an awareness of satisfiers throughout the cycle. Supplier and supply chain changes require cost reductions and improved performance. Tools for such improvement include outsourcing, innovation, and shared responsibilities. Measurement systems must change from relying exclusively on financial data. Broader measures include the balanced score card system. Financial measures will remain important, but responsibility costing will be replaced by activity-based costing. Time optimization will become more of a competitive issue, for processes will require greater flexibility and customers will demand faster delivery. Stakeholder expectations will change, too. The quality manager of the future should align stakeholder needs with quality management system goals. All stakeholders must be considered: not only customers and suppliers, but also investors, the community, and the environment.


Activity-based costing (ABC),Change management,Customer satisfaction (CS),Suppliers,Quality management (QM),Quality profession,Stakeholders,Measurement and control

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