Products, services, processes and organisations progress on a change journey, from idea to implementation, where quality maturity increases over time. The image below shows the three key elements to the Quality and Operations Journey: Journey Progress, Journey Cost, Reputation Progress

The different stages of the quality and operations journey are characterised below. Where does your organisation sit?

• Variable control – no clear direction; no performance data; key roles unclear; no control of suppliers & materials; uncontrolled work & production environment; no quality systems & improvement


• Gaining control – some direction; some performance data; some key roles & competencies defined; suppliers & materials controlled on reactive basis; basic control of work & production environment; quality control relies heavily on inspection; ad hoc improvement efforts but no system; performance results inconsistent


• In control – clear direction & targets; key performance data reported; organisation & all key roles & competencies defined; training, development & qualification plans used; suppliers & materials managed systematically; effective control of work & production environment; quality assurance established & ISO9000 certified; formal approach to CI started; most performance results are on target


• Improving – in control and major plans for improvement are in progress; business risk management in regular use; balanced scorecard and performance trend analysis used; effective talent management & succession planning; remuneration & benefits aligned with business targets & performance; supplier quality assurance & partnerships giving shared benefits; excellence in work & production environment & process control; quality assurance based on prevention, process capability & improvement; major improvement programmes showing sustained progress; all performance results meet or exceed targets


• World class – performance and processes are benchmarked against recognised best practice; consistently high level of performance achieved and recognised as a role model by customers, competitors, suppliers & other stakeholders

To contact one of our quality and operations journey experts for immediate help or further information, please contact us or telephone: +44 (0)113 234 1944