Quality is no longer an option in an ever-expanding and more demanding competitive world market. Excellence in organizational systems and practices is vital if the company is to become world-class. Quality management system flattens the communication structure in a bureaucratic set-up that has a lot of hierarchy. This results in useful communication. 

Without quality management, a company or group will experience operational problems. Processes will remain redundant, lead times stay long, and linkages persist to be unclear. 

The Malcolm Baldrige Criteria for performance excellence in achieving world-class quality is a framework that any organization can use to improve overall performance. The criteria have two goals: to deliver ever-improving value to customers and to improve overall organizational performance.

A quality management system will put in place quality objectives that get better understood by the entire organizational unit. Through mutual agreements, as encouraged by the quality management system, responsibility centers are redefined, lead times are rationalized, and linkages are clarified. Goals and expectations become measurable. 

Employees will now see themselves in the achievement. With genuine pride, they will take ownership of it. The secret lies in involvement and ownership that will lead to commitment. The result will only be excellence in service delivery. 

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Via Baldrige National Quality Program