Strategic development through quality and business management excellence -- a case study for 21st century system development.

摘要

Traditional approaches to quality management and quality assurance have often focused on the production processes, product specifications and quality records. However businesses are driven by profit motives through meeting and exceeding customer requirements. This paper describes how quality management was adapted and developed from an operational tool to a strategic business development tool, using the case study of one company, Guernsey Clematis. This attempt at 'holistic firm' development is based around achieving horticultural excellence to maximise business development and staff opportunity. In designing, developing and implementing the strategic quality management system, hard and objective performance targets were set from which performancecould be measured and managed. This was only possible through the thorough recording systems developed within the company and the linkage established between production, management, marketing and financial records for strategic decision taking at a senior management level. The study shows that addressing the market challenges requires whole firm development rather than short-term 'issue based' solutions. Following the success in the case study, the further development of a strategic excellence model isdiscussed and evaluated.