Quality of Performance
Management
IEB Business Studies
Nicola Waite
, Nicola Waite Business Studies October 2021
QUALITY OF
PERFORMANCE
MANAGEMENT
A business’s internal performance will impact
its overall competitive advantage.
Must ensure all business functions work
effectively and together.
Organizational culture should encourage
continuous quality monitoring.
Aim: do it right, the first time, every time = TQM (total quality management)
Advantages of quality control:
• Improved profitability (less money wasted on corrections)
• Encourage workers to deliver quality goods and services which may
serve as a basis for remuneration decisions (rewarding good
performance)
• Improved staff morale and reduced staff turnover
• Fewer complaints and come backs from distributors (wholesalers and
retailers) and this may lead to higher turnover.
Quality improvement
• In both production and service aspects
• Staff must be willing to assist customers and deliver reliability
• Core values (innovation, teamwork, respect, integrity) should be
incorporated into the organizational culture and form part of
employee behavior.
1|Page
Management
IEB Business Studies
Nicola Waite
, Nicola Waite Business Studies October 2021
QUALITY OF
PERFORMANCE
MANAGEMENT
A business’s internal performance will impact
its overall competitive advantage.
Must ensure all business functions work
effectively and together.
Organizational culture should encourage
continuous quality monitoring.
Aim: do it right, the first time, every time = TQM (total quality management)
Advantages of quality control:
• Improved profitability (less money wasted on corrections)
• Encourage workers to deliver quality goods and services which may
serve as a basis for remuneration decisions (rewarding good
performance)
• Improved staff morale and reduced staff turnover
• Fewer complaints and come backs from distributors (wholesalers and
retailers) and this may lead to higher turnover.
Quality improvement
• In both production and service aspects
• Staff must be willing to assist customers and deliver reliability
• Core values (innovation, teamwork, respect, integrity) should be
incorporated into the organizational culture and form part of
employee behavior.
1|Page
