Quality of the Future

• Quality management (QM) is evolving beyond traditional product-focused methods to embrace comprehensive customer experiences and service integration, reflecting the dynamic nature of customer needs in various industries, including mobility.
• The findings suggest a significant shift in QM roles from traditional “policing” functions towards more collaborative and integrative organizational roles.
• Digitalization is pivotal in modern QM strategies, providing significant opportunities for enhancing process efficiency and customer satisfaction.

Quality management (QM) is evolving beyond traditional product-focused methods to embrace comprehensive customer experiences and service integration, reflecting the dynamic nature of customer needs in various industries, including mobility. The study, in collaboration with TU Berlin, highlights the importance of developing QM organizations that are proactive and tailored to future challenges, emphasizing the need for organizations to extend their focus beyond conventional functions to address broader customer needs effectively.

The findings suggest a significant shift in QM roles from traditional “policing” functions towards more collaborative and integrative organizational roles. They stress the importance of software quality and adherence to ISO 9000 norms. Quality management is increasingly seen as a compliance function and a strategic partner across organizational functions, aligning processes with customer expectations and improving overall organizational responsiveness and efficiency.

Digitalization is pivotal in modern QM strategies, providing significant opportunities for enhancing process efficiency and customer satisfaction. The study points to a growing trend of utilizing data analytics to improve quality outcomes. However, a gap exists in fully integrating advanced digital tools and analytics into everyday QM practices. The transition towards a more agile, digitally competent, and customer-centric QM approach is crucial for organizations aiming to thrive in a rapidly evolving market landscape.

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