Building Quality into the Strategic Plan

Several broad steps comprise the strategic planning process for any organization. The process always begins with the customers in mind: who these customers are what they want and what trends will impact them in the future.

There is fairly universal agreement among quality experts that effective organizations will wrap quality into their strategic planning process as a vital element. When quality is left as an afterthought, it can’t be built effectively into the organization; the strategic plan must be built around quality planning

Functional goals (tactical) must be set at every level to support the strategic objectives. Objectives should be clear, brief and easy to understand. Objectives support the goals and are quantitative statements of future expectations that include deadlines for completion.

Objectives should be measurable and help set the stage for establishing quality indicators.

Selection of indicators for an organization to monitor provides a mechanism for process improvement. Indicators can be trouble spots that have been identified through the deviation management system or internal and external audit findings. In short, indicators are used to monitor areas of your organization important to the achievement of the objectives established to support the strategic plan and might include:

• Collections goals • Customer complaints • Production Losses (outdates,rework) • Proficiency testing program results • Product QC • Internal / External Assessment findings • Financials • Supply defects • Employee Injury • Donor/patient reactions

If you would like help in defining your indicator program, contact Quality Source.