The manifestations of having a quality management system in place are quite concrete: more loyal and satisfied clients. A recent study found that satisfied customers do make referrals, thus making the client base even bigger. 

Nothing can be worse than the incapability of a company to manage complaints properly. With quality management, there will be lesser customer complaints, thus, lesser product returns and rework. That also means no legal suits due to strong compliance to laws and regulations. With a quality system that is actively implemented, employees become aware that the ‘Customer’ is actually the ‘Next Process.’ This results in lesser complaints from end-users. The mindset that each employee’s customer is the ‘next process’ easily translates to performance quality and output quantity.

Procedures are also put in place to battle the rising cost in operational expenses. These result in higher revenues on a year-to-year comparison. Growth in revenue makes shareholders happy. 

Very low manpower turnover due to people-focused programs is another result of an institutionalized management system. The high morale of people leads to lesser manpower turnover. 

Excellence is sequential. Quality begets quality. It can only be a win-win solution for everybody if each keeps in mind that group excellence is only the sum total of good individual effort and right attitude. And if the company is satisfied, its clients are satisfied as well.   

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Via Reuters