Effective Organizational Structure and Quality Management

Organizational Structure

The operation of the company involves conducting a series of tasks or functions that are grouped into jobs, defined by their responsibilities, duties, or powers.

Basic Business Functions

The basic functions of a company are:

• The sales and marketing function: Its role is to define the products or services of the business and establish mechanisms and distribution channels for these products to markets.
• The production function: An operations function consisting of all activities leading to the manufacture of goods or the provision of defined services.
• The economic-finance function: It combines all the tasks related to the knowledge and control of the economic events of the company.
• The human resources function: Its role is the management of aspects related to the business's people.

Quality Management Scorecard

Key Quality Indicators

• Number of defective parts in a production batch, which indicates the quality of the manufacturing process.
• Number of customer complaints in a given period, which indicates the quality of the company's performance regarding the action claimed.
• Deviation in the average delivery time of merchandise relative to the target value, which indicates the quality of the delivery period to customers.
• Percentage of bills returned by customers because of mistakes in their preparation, which indicates the quality of the administrative billing work.
• Cost of scrap generated in a printing process, which indicates the quality of the programming and implementation process.
• Percentage of accounting entries that need to be redone, which indicates the quality of accounting.
• Percentage of customers satisfied with a product or service, collected through surveys, which indicates the degree of satisfaction perceived by customers.

Quality Organization in Service Companies

Quality management in the company is responsible for the following tasks:

• Addressing complaints and suggestions from customers to respond to grievances and satisfy dissatisfied customers.
• Conducting customer satisfaction surveys to ascertain the opinions of customers who do not file claims and to establish points for improvement.
• Training and encouraging work groups among employees to gather their views on improving quality and implementing feasible ideas together with the COO.
• Establishing relevant training to improve the attention and service of all employees.
• Ordering all actions and initiatives to improve quality within the relevant quality plans or programs.

Quality Organization in Industry

The quality control function is structured according to the production process of the company with the following tasks:

• Inspection of the quality of raw materials that will be incorporated into the production process through materials testers.
• Inspection of process quality, applying process parameters and monitoring the quality of the products being manufactured.
• Inspection of the final product, verifying product specifications.