Integrated ESSQ management : as a part of excellent operational and business management—a framework, integration and maturity
Tervonen, Pekka (2010-06-21)
When examining management from the viewpoint of systems approach, the main elements are the overall management systems of a company and the related ESSQ matters and other critical success factors, depending on their theme. Excellent business management e.g. by taking advantage of quality award models is also becoming one of the cornerstones of the success of an organisation. Companies increasingly need more efficient and productive systems to maintain their competitiveness. These kinds of systems should continuously improve the company’s operations and increase the satisfaction of customers and other interest groups.
A qualitative approach is mainly applied in this dissertation. This dissertation is composed of five research papers, in which qualitative approach is also used. The empirical data of this dissertation were obtained through interviews and a questionnaire among experienced industrial managers. All individual interview results and replies to the questionnaire were analysed and, when appropriate, compared to the literature. Finally, conclusions and synthesis were drawn based on the analysis.
As a general conclusion, it can be stated that combining issues that fall under different themes is reasonable because, on one hand, the causes of problems may be common to all areas and, on the other hand, solving one separate problem may easily lead to problems in other fields of business. Business-orientedness can be further increased by taking maturity models into consideration. Organisations, which apply holistic management systems that take all essential success factors of business into consideration, approach the natural functioning of an organisation. The integration of different operational areas into one system will facilitate the management of operations, increase internal co-operation and save resources, time and costs.
The starting point of holistic management is that needs can be fully addressed only when all relevant variables of the entire organisational system are taken into consideration. Systematically integrated management systems that cover different operating models in an extensive manner and that function well are not yet common, but there is a clear trend towards the integration of different systems. This dissertation indicates that the ultimate purpose and genuine contribution to business of Integrated ESSQ Management and maturity models is to provide a framework, which helps companies to better understand and incorporate these issues as a part of their overall Operational and Business Management. In principle, every company should develop its own management model that is tailored to meet the needs of the organisation in question.
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