Level 1 – No formal approach.
Companies with quality management systems which have this level have
unpredictable results, and are characterized also by lack of evidences regarding quality.
They run a business in a very unpredictable way, rather than managing the business.
All of us have seen companies appearing and disappearing over night...
Level 2 – Reactive approach. Usually, companies
that fall into this level have a system based on corrections for solving problems. From
time to time, minimum data regarding the results of improvements are taken in consideration.
For them, the rule "make and correct" is a usual style of life, neglecting the
understanding of what they are doing or how capable they are. Production cost in such
companies is big and also, in many situations there is no or poor vertical
communication. Employees are seen as simple machines, and the superiority of managers
over them is similar with human race over monkeys. Unless changes occur in such companies,
in order to improve things, most of these companies will end up in closing their business.
Level 3 – Stable approach of a formal system.
This level characterizes companies which have a systematical process approach. Also,
there are visible signs of systematical improvement (continual improvements, most of
the time, however simple or very simple). There is available data regarding the conformance
with stated objectives. Managers of such companies take in consideration the trends of
processes and have a suitable understanding of what their business means. However,
elements of a level 2 maturity still exist, like reactive approach. Part of the middle
management of these companies has or attends trainings regarding management abilities.
Often, their achievements are not used within the company as it should be. These companies
have lows and highs in their activity, and are not capable all the time to fully
understand real causes of them. They will be happy for highs, will go upset for lows.
Recovering from lows is a painful process, not all the time a successful one. Most of
the world companies have systems which fall into this level.
Level 4 – Sustained continual improvement.
This level characterizes companies that learned the useful lessons of their level
3 life. They understood that middle management has a key role in organization and
employees are part of it. They are not simple machines, they have needs and expectations,
which the company struggle to meet. A very good level of communication exists in these
companies, no mater the direction. Plenty of data is recorded and analyzed and good
decisions are made based on facts, not suppositions. Constant high quality of product
is on focus in these companies and there exist signs that they are fighting also to
exceed expectations, beyond fulfillment of requirements. Such companies have
visions for the future and their mission is most of the time adequate. Improvements
exist most of the time; they can be small or large and the company finds needed
resources for them. Planning is an important part of company’s life.
Level 5 – Best performance in class.
In this level, companies are doing detailed benchmarking to prove their competitiveness
against competitors. Their processes are strongly integrated. The future of such
companies is sure, the security of jobs is provided. Customers have a high degree
of confidence in products or services made by the company. Every person in the
company is involved in processes not because of constricts, but because of awareness.
High level of training is provided to personnel, according to their specific needs.
Fulfillment of customer requirements is like "another day at the office" and anticipation
of customer expectation is on a constant focus. New products are made after
extensive researches of that initial expectations of the clients, to become new
requirements for the company. Companies having this level of maturity are the best
examples of how to manage a business rather than running the business.
