Where last year we discussed the 'uncertainty trend' that seemed to dominate the immediate future, a year later, not much has changed. We predicted challenges related to situations and developments beyond our control or difficult to "navigate" with a steady hand – uncertainties like the ongoing digitization, the war in Ukraine, globalization, trust in politics, increasing left-right polarization, and the looming recession. These issues remain just as relevant at the beginning of 2024, with new developments potentially added, such as the conflict in Gaza, the upcoming U.S. presidential elections, rising anti-Semitism worldwide, and the overwhelming victory of the PVV in the Dutch parliamentary elections in November and its potential consequences. Predicting how things will evolve is challenging, and much will depend on the choices we make throughout the year.
To mitigate this uncertainty, the world of quality management increasingly emphasizes the importance of the 'best practice' concept. Best practices refer to methods or techniques proven in practice as the most effective solutions to address specific problems. The constant pursuit of improvement and the ability to anticipate changing conditions and processes are key components for maintaining and refining these best practices. It's an ongoing process, something we've become accustomed to, as quality management is inherently an ongoing process.
Staff shortages have plagued us since the COVID-19 pandemic, and adapting adequately has proven difficult. Last year, we noted, "Due to all the developments surrounding labor market shortages, it's challenging for you and your organization to achieve the same goals as in the years before the crisis." Going by the Social and Cultural Planning Bureau's (SCP) prediction that staff shortages will continue into the next year, 2024 won't look substantially different. Add to that the increased workload and growing number of sick days among the working population, and it's clear that we're still dealing with the full consequences of the crisis. It's occasionally complete chaos, and you'll have to learn to cope with it – even in 2024.
In the coming year, you'll need to take a step back regarding certain goals for your business. Last year, we said, "Managing change is an art in itself. Lower the bar and go 'back to basics' in terms of service and customer expectations. 'Underpromise and just deliver' was the mantra for 2023. What can't be done, simply can't." This is likely to be the quote of the year for 2024 as well, given the persisting shortages, increasing workload, and rising sick leave.
AI (Artificial Intelligence) and quality management – how are these two concepts related? Well, more closely than you may think! Artificial intelligence (AI) made great strides in 2023 and is almost indispensable in today's society, with applications like ChatGPT and Midjourney making AI a significant presence. But how does this relate to quality management, and does the combination of both offer opportunities or threats?
Previously, computers and artificial intelligence mainly belonged to the domain of technical professions, such as robots or automated computer systems. However, in the coming years, AI will slowly find its way into all professions. Whether it's an A/B test for a marketing campaign, generating a policy document, or even a blog post like this one, via ChatGPT. This is precisely where AI and quality management intersect. It is expected that AI will infiltrate a wide range of sectors in 2024, optimizing processes and decision-making with unprecedented accuracy and efficiency.
It's crucial to view AI as a valuable tool in your organization's development. It can support managers in making strategic decisions and driving innovation. But it can also be immensely valuable on a smaller scale, such as building a short training program, using a chatbot, to explain and teach processes to new employees. This aligns with the practicality of quality management. However, successfully integrating AI into an organization requires a careful approach. It's essential for organizations to continue considering ethical and privacy issues related to AI usage.
Digitization, hybrid working, and the advent of AI pose significant challenges regarding data security. Research in early 2023 revealed that only 46% of European SMEs planned to invest in their security infrastructure. Regardless of your type of business, safeguarding your files is essential. From GDPR (General Data Protection Regulation) to ISO and HKZ (Harmonization of Quality Assessment in the Healthcare Sector).
While optimizing your business structures through AI is fantastic, it also comes with potential threats. The National Bureau for Communication Security (NBV) is currently witnessing various categories of attacks specifically targeting AI systems. One example is the 'backdoor' attack, where an AI model (which you may use) has an extra path added by an external party, influencing the model's ultimate decisions. This is the last thing you want, especially when dealing with quality management.
If you've been following quality management trends and developments, you've probably heard about the revision of the ISO 9001 standard. The last update of this standard dates back to 2015. The ISO 9001 certification demonstrates your company's ability to consistently provide products and services that meet customer requirements and comply with laws and regulations. It also shows your commitment to continuous improvement of your quality system and, consequently, customer satisfaction.
The exact details and requirements for the new ISO 9001 standard are not yet known. However, expectations regarding the revision of this standard include a focus on risk-based thinking. This means that organizations are expected to proactively identify and manage risks their company faces or may face.
Another important trend in quality management is digitization – a trend that has been in play for more than the past two years. It's logical to assume that dealing with extensive digitalization within companies will be one of the expected additions to the revised ISO 9001 standard. It is expected that the new standard will pay more attention to digitalization and the use of new technologies such as artificial intelligence (AI), IoT (Internet of Things), and big data, to improve process and product quality.
Sustainability remains a hot topic, also in 2024. It can also be considered one of the quality management trends, and the new ISO 9001 standard is expected to include requirements related to sustainability and environmental management. This is something your business will need to focus on more than ever in 2024.
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Interested in finding out more about quality management and how to implement or consolidate it in your organization? Contact the experts at WoodWing Scienta – they are ready to help you with all your questions.