ONE STEP BEYOND COMPLIANCE: QUALITY MANAGEMENT AS A TOOL FOR OPERATIONAL EFFICIENCY AND VALUE ADDITION IN BUSINESS PROCESSES
DOI:
https://doi.org/10.24325/issn.2446-5763.v12i35p232-251Keywords:
Quality Management, BPM, Customer Value, Operational Efficiency, Governed AgilityAbstract
Abstract
Organizational competitiveness in 2026 requires overcoming fragmented management models in favor of a systemic integration between Quality Management (QM) and Business Process Management (BPM). This article analyzes how QM transcends normative compliance to act as a receptor of customer value perception, guiding process redesign. Through qualitative and exploratory research based on bibliographic and documentary sources, classical authors were compared with contemporary market intelligence reports. The results demonstrate that the union between QM and BPM enables "Governed Agility," allowing organizations to reduce the "hidden factory" and the costs of non-quality, which can consume up to 20% of gross revenue. It is concluded that quality, by functioning as an integrity filter and translator of the Voice of the Customer (VoC) into the operational flow, becomes a pillar of financial sustainability and strategic differentiation, converting automation investments into real competitive advantage and operational profit.
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