Quality Week provided an opportunity to engage in discussions with some of the managers from the Quality Inspection and Standardization Company of Iran and examine this broad concept from various perspectives. To that end, our first step was an interview with Zainab Naqash, the Manager of the Quality Assurance and Performance Evaluation Unit. We asked for her insights on the concept of quality, its significance in life, and strategies for enhancing it within the organization. Below, we delve into a portion of this interview.
In the first step, we intend to learn your opinion regarding the concept of quality and, in your view, what role it plays in services, work life, and social life?
Quality means providing services and products with high standards and the best possible performance in alignment with customer expectations. The quality of services is directly related to customer satisfaction; high-quality services lead to increased trust and loyalty, ultimately enhancing the organization’s brand. In work life, it results in improved productivity and employee satisfaction, creating a quality work environment with motivated and energized employees, accompanied by job satisfaction.
Furthermore, in social life, quality plays a crucial role in human interactions and relationships, fostering cohesion and collaboration among individuals, ultimately contributing to the creation of a sense of satisfaction and happiness within society.
Quality in an organization enhances competitiveness, leading to the improvement of competitive advantage and attracting new customers while retaining existing ones.
As the Manager of the Quality Assurance and Performance Evaluation Unit, what strategies can you propose to improve quality within the organization?
Improving the quality of services in the organization relies on the following factors:
1. Analyzing customer needs and expectations.2. Enhancing processes in line with meeting customer expectations.
3. Training and developing staff towards organizational goals.
4. Continuous gathering of feedback from customers and implementing appropriate actions.
5. Utilization of process-facilitating technologies.
6. Collaborating with suppliers.
7. Managing the performance of both employees and the organization.
In your opinion, what role can managers play in creating and enhancing a culture of quality within the organization?
Managers, in addition to being responsible for creating and maintaining a culture of quality within the organization, should also fulfill the following roles:
1. Setting quality goals and strategies, and notifying the employees.
2. Creating and promoting a culture of quality in the organization.
3. Improving employee awareness and skills.
4. Creating systems and processes through standardization, automation, and continuous improvement.
5. Managing employee performance and providing appropriate feedback for performance improvement and quality enhancement.
6. Collaborating with their teams to improve quality and encouraging teams by creating a positive work environment.
7. Creating a balance between work and life.
8. Enhancing effective leadership roles in the organization rather than mere management.
9. Improving organizational communication and creating a space for dialogue and interaction between team members.
10. Enhancing job satisfaction among employees by creating fair growth opportunities, providing both material and moral incentives.
In conclusion, regarding the improvement of quality in any field, especially in the field of work and performance, what message do you have for your colleagues at the Iran Standard & Quality Inspection Co.?
On the occasion of Quality Day, I would like to congratulate my dear colleagues. As a small member of the ISQI family, I recommend that we do not forget our role and responsibility in improving quality, both in the workplace and in our personal lives. We must all be responsible for maintaining and preserving the culture of quality. I wish everyone a quality life.
