Glossary / Lexicon

Deutsch: Erklärung / Español: Explicación / Português: Explicação / Français: Explication / Italiano: Spiegazione

Explanation in the quality management context refers to the detailed clarification or rationale provided to describe processes, procedures, outcomes, or deviations within a quality management system (QMS). It involves communicating the reasons behind practices, decisions, or occurrences, especially when non-conformities or deviations from expected quality standards arise. An explanation aims to ensure transparency, facilitate understanding among stakeholders, and support continuous improvement by highlighting areas for learning and development.

Description

In quality management, explanations are essential for several purposes, including addressing customer inquiries or complaints, justifying changes in processes, clarifying the causes of non-conformities, and documenting decision-making processes. Effective explanations help to build trust between a company and its customers, employees, and regulatory bodies by demonstrating commitment to quality and accountability.

Application Areas

Explanations play a critical role across various aspects of quality management, such as:

• Customer communication: Providing clear explanations to customers regarding product features, usage instructions, or responses to quality issues.
• Internal audits and reviews: Explaining findings, the rationale for practices, and justifying recommendations for improvements.
• Regulatory compliance: Detailing processes and procedures to regulatory bodies to demonstrate compliance with quality standards and regulations.
• Root cause analysis: Communicating the underlying causes of defects or failures as part of corrective and preventive action processes.

Well-Known Examples

Examples where explanations are vital in quality management include:

• Response to a product recall: Explaining the reasons for the recall to consumers, the steps taken to address the issue, and measures implemented to prevent future occurrences.
• Audit reports: Providing explanations for audit findings, including evidence of compliance or details of non-conformities, and the basis for the auditor's conclusions.
• Quality training materials: Clarifying the importance of specific quality procedures and instructions to ensure that staff understand their roles in maintaining quality standards.

Treatment and Risks

The lack of clear explanations can lead to misunderstandings, reduced customer satisfaction, non-compliance issues, and inefficiencies in the quality management process. To mitigate these risks, organizations should:

• Develop clear documentation: Ensure that all quality management documents, including procedures, policies, and reports, are clear and comprehensible.
• Train staff in communication skills: Empower employees to effectively communicate and explain quality-related issues and processes.
• Implement feedback mechanisms: Use customer and employee feedback to improve the clarity and effectiveness of explanations provided.

Examples of Sentences

• "An essential part of addressing non-conformities in quality management is providing a thorough explanation of the root cause and detailing the steps taken to prevent recurrence."
• "Effective explanations within a QMS enhance understanding and cooperation among team members and foster a culture of continuous improvement."

Similar Terms or Synonyms

• Clarification
• Rationale
• Justification

Weblinks

• psychology-lexicon.com: 'Explanation' in the psychology-lexicon.com
• allerwelt-lexikon.de: 'Erklärung' in the allerwelt-lexikon.de (German)

Summary

Explanation in quality management is a critical function that involves providing detailed clarifications or rationales to describe and understand processes, procedures, outcomes, or deviations. Through effective explanations, organizations can ensure transparency, facilitate stakeholder understanding, and demonstrate a commitment to quality and continuous improvement. Clear explanations are fundamental to building trust, achieving customer satisfaction, and maintaining compliance with quality standards and regulations.

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