A methodology for assuring the quality of human performance

Consistently delivering high quality products and services in a profitable manner requires attaining, sustaining and enhancing the overall level of product and service excellence. This is achieved by providing for the continual satisfaction of customer requirements at the optimum price/value point and by harnessing the efforts of everybody in the company. This paper expands on the traditional quality assurance and quality management approaches that tend to focus primarily on obtaining product or service quality by providing a model that addresses the overarching requirement of attaining, sustaining, and enhancing the quality of human performance in an organization. The use of the model is illustrated in a case study from a major global company which, due to confidentiality requirements, is not specifically identified.