Achieving Business Change through Quality Management

The implementation of a Quality Management System and achievement of certification to a relevant standard (e.g. ISO9001, TickIT) are usually part of a larger business change programme.

If the business change is managed successfully and the mechanisms are put in place to monitor progress and measure results, then much of what is needed to set up a Quality Management System is already in place.

The main needs for a business change programme are:

  • Management Commitment and Leadership
  • Communication
  • Participation and Consensus
  • Project Management and Team Leadership
  • Building on Successes

Our approach is to identify key managers and staff within the business and to work with them to define the programme of change. These staff will act as the sponsors of and champions for the change. Their involvement should ensure that the change becomes embedded in the business and that the skills and knowledge gained by the business are retained after the programme has completed.

We follow an outline framework for each business change programme:

  • Identify objectives for change
  • Create high level plan
  • Define the scope of the programme
  • Brief staff on the planned changes and their roles
  • Identify main business processes and procedures
  • Implement changes
  • Monitor the effectiveness of changes
  • Fine tune the new procedures
  • Ensure realisation of planned benefits and ownership of change

An essential part for the success of the programme is communication with the staff affected. It is important to ensure their involvement and commitment to the change through delegation and empowerment.

Early successes for the programme will be identified, publicised and rewarded, to demonstrate the determination to change, the effectiveness of the programme and the benefit to both business and staff.

There are no guarantees to implementing business change, but the likelihood of success is significantly improved if a structured programme is followed.

The Business Change Framework provides a structured approach to planning and implementing business changes, monitoring and improving Quality Management Systems.

Brian Jackson is a consultant providing expert support in business change and quality management implementations. He has a track record of success in quality management, large systems implementation and management consultancy across a broad range of market sectors.