FLAGG’s management system is that of total quality management (TQM) where the core is a management approach to long–term success through customer satisfaction. In the TQM effort, all members of our organisation participate in improving processes, products, services, and the culture in which they work.
The management system is depicted below:
The organisational structure is a ‘process centred’ management structure. At the core of this framework is the customer–supplier interface, both internally and externally, where the processes at each interface must be managed. This is an integrated business system which connects business improvement elements of the structure to continually improve and exceed the expectations of customers and all other stakeholders.
FLAGG’s customer-focused approach uses strategy, data, effective communications and involvement of all levels of employees to integrate the quality discipline into the culture and activities of the organisation.
Customer-focused. The customer ultimately determines the level of quality.
Total employee involvement. All employees participate in working toward common goals.
Process-centered. A fundamental part of TQM is a focus on process thinking
Continual improvement. A major thrust of TQM is continual process improvement.
Fact-based decision making.
Communications. Communications involve strategies, method, and timeliness.
Our organization system seeks to replace the question, ‘Have we done the job correctly?’ by asking, ‘Are we capable of doing the job correctly?’ and ‘Do we continue to do the job correctly?’ The structure puts the customer first and builds the business around the customer.
Relationships between FLAGG and their clients begin with identifying the need of the client – achieved through empathic dialogue to ensure the customer’s needs are identified properly. This results in customer-centred communication and problem solving.