recognise me

摘要

The quality manager's key deliverable, and source of most value to the organisation, is that of an expert service provider. Whether it is enhancing business relationships, asking pertinent questions or other timely interventions, many of these 'services' can go unrecognised unless there is a transparent system in place. Anyone can see, feel and determine for themselves the physical quality of a new car, or piece of furniture, but how does an internal customer measure the quality of the advice that has just been given? Quality management teams are likely to have assessment reports, action plans or process maps that can be seen and reviewed, however the most significant deliverables produced are those of catalyst, mentor or best practice guide. Well-timed contributions influence the thinking of the organisation's decision-makers and often strengthen management across the business. An effective quality manager continually challenges the paradigms and is an agent for change.