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Organizational planning for quality management in the digital age

: Behmer, F.J.; Jochem, R.


Business process management journal 26 (2020), No.3, pp.679-693
ISSN: 1355-2503
ISSN: 1463-7154
Journal Article
Fraunhofer IPK ()

Quality managers today require a holistic, overreaching view on the organization and its goals in order to plan the quality management organization (QMO) effectively. The purpose of this paper is to present the concept of a web application that aims to support quality managers in organizational planning tasks. The basis for the implementation is a previously developed planning method that builds on Product and Technology Roadmapping as well as Quality Function Deployment. It supports the QMO’s strategic development in line with the organization’s overall strategy.
Based on previous research that systematically identified the requirements toward a suitable planning method and a consecutively designed framework, a web application was developed. This process followed agile software development approaches, including test-driven iteration cycles and validation through a case-based user trial.
Standardized quality criteria for software development together with identified requirements for a suitable planning method provided a specified guideline to develop a web application. This application enables quality managers to effectively deploy the previously developed planning method. It proved successful in an initial field trial and creates a basis for integrated, computer-aided QMO planning.
With an integrated planning method that was implemented through a web application, quality managers could be effectively supported in developing the QMO in line with the overall strategy. As organizational planning tasks are reoccurring but not day-to-day business, moderated workshops that use the web application as a guiding tool and enable quality managers to focus on delivering information inputs appear to be a highly promising approach.