What is a Quality Management System? 

25/05/2023by admin0Read: 6 minutes

A Quality Management System is a strategic approach to organisational management that focuses on continuously improving an organisation’s products, services and business processes. The primary goal of a QMS is to meet customer needs and exceed their expectations by ensuring consistent levels of quality in all organisational activities.

The concept of a QMS can be traced back to the works of pioneers like W. Edwards Deming, Joseph M. Juran, and Philip B. Crosby. These theorists laid the foundation for modern quality management principles and techniques, emphasising the importance of controlling processes and continuously improving them to achieve customer satisfaction.

How does a Quality Management System work?

A well-designed QMS integrates several critical components to manage various aspects of an organisation’s processes, products, services, policies, and procedures concerning quality.

Here are some crucial elements of QMS:

1. Quality Policy:

The high-level commitment the organisation has in place to ensure continuous improvement and customer satisfaction throughout all its activities.

2. Quality Objectives:

Specific targets set out by an organisation to measure improvements towards achieving quality objectives.

3. Organisational Structure & Responsibilities:

Clearly defined organisational roles and responsibilities to prioritise and manage quality aspects.

4. Processes & Procedures:

Streamlined standard operating procedures (SOPs), business rules, and instructions that guide employees in performing their tasks efficiently and effectively.

5. Documentation:

A comprehensive system with standardised formats and templates for documents necessary for capturing information, managing records, and ensuring traceability across every process.

6. Resource Management:

An optimal allocation of resources (human, financial, technological) is essential in achieving an organisation’s quality objectives.

7. Measurement & Analysis:

Regular monitoring through internal audits, statistical analysis or other means to assess the status of various processes that contribute directly or indirectly to the overall performance of the QMS.

8. Continuous Improvement:

Ongoing activities aimed at enhancing the effectiveness and efficiency of processes, systems, products, or services in response to dynamic customer needs and industry challenges.

7 Principles of Quality Management

The key pillars of a business, including the process, people and products, are all highlighted by the Quality Management Principles. It strongly emphasises optimising operating procedures to ensure that every delivery to the client meets and exceeds his expectations. To guarantee Active leadership participation, relationship management at all levels, and employee engagement are needed to guarantee that individuals collaborate to achieve the company objectives that individuals collaborate to achieve the company objectives, active leadership participation, relationship management at all levels, and employee engagement are needed. The concepts emphasise measurements and fact-based decision-making to raise the calibre of your goods and services.

1. Customer Focus

A Quality Management System’s first premise calls on firms to put the customer and their expectations first. Every firm strives to satisfy consumer needs and ensure they receive their desired outcomes. But this concept emphasises going above and beyond, giving the customer value, and ensuring the client is happy to compete in today’s cutthroat business market.

To keep customers happy and coming back, a company should identify and address both stated and unstated needs. Gathering feedback, understanding their needs, and providing value are key components. Satisfied customers may also recommend the Company to others, boosting its reputation and market standing.

2. Leadership

Leaders should lead the change that must occur in an organisation. They are crucial in helping an organisation build a quality management system and practices. This concept emphasises the importance of the role of the leaders in forging a shared vision, directing quality management activities, and fostering a “Quality First” culture inside the Company. The organisation’s leaders must also provide the conditions and resources necessary for implementing a successful quality management system.

3. Engaging Employees

The essential core of every organisation is its people. A company that has empowered and engaged its workforce has perfected the winning formula. This concept focuses on ensuring individuals are competent based on their knowledge, experience, and abilities to guarantee they can satisfy the consumer’s needs. Organisations must also focus on developing motivated teams that provide value to the customer’s experience.

4. Process Approach

A process is a collection of connected actions that work together to get the intended result while utilising some inputs. This Quality Management Principle promotes using a process approach in the workplace. An input, a group of connected actions, and an output should be part of a process. A process’ measurements are still another crucial component. To ensure the methods used are accomplishing the business objectives, adequate metrics and controls must also be put in place. The procedures should be uniform throughout and guarantee a predictable outcome.

5. Improvement

This idea aims to instil a culture of ongoing development inside the Company. The organisation should evaluate its procedures, examine data, and make system adjustments to enhance performance. Continuous improvement expands the organisation’s capabilities and creates new possibilities.

6. Evidenced-based Decision Making

According to this idea, choices should not be influenced by emotions but rather be supported by facts or evidence. The organisation should have systems to collect information from diverse sources, interpret the findings, and make choices using the information.

7. Relationship Management

Strong relationships with your customers, suppliers, and employees. In order to accomplish a shared objective, it is essential for all parties involved, including customers, suppliers, employees, and other stakeholders, to collaborate. By establishing robust connections and promoting common values and goals, your organisation can operate effectively and continually enhance its operations. Keeping everyone informed and aligned can prove advantageous for all individuals involved, and other stakeholders go a long way as each person works towards achieving a common goal. It is essential to create an understanding of the common goals and values for a business to work efficiently and enhance its performance each day.

Steps to Develop Quality Management System

It is crucial to confirm that top management completely understands the necessity for a Quality Management System and is committed to supporting its creation, implementation, and continuous upkeep before you start constructing one.

Step 1 – Appoint Project Leader

Choose a project manager who is passionate about quality management and has the power to advance it inside the Company.

Step 2 – Identify Major Functions within Business

List the key business functions and the associated procedures for each operation.

Step 3 – Document Business Processes

It is important to document every process and its associated roles and records.

This includes:

  1. outlining the steps of the procedure,
  2. identifying who is responsible for the crucial steps of each process,
  3. keeping track of the documents that show the progress of the process,
  4. determining who completes them, and
  5. identifying who has access to them, where they are stored, and for how long they are kept.

Step 4 – Review System against ISO 9001 standard

After the processes have been recorded, they should be compared to the standard to ensure that all the criteria have been satisfied.

Step 5 – Management approval

Ensure that management examines and approves the entire system. For the certification auditor’s records, management approval must be established.

Step 6 – Training

The personnel may now officially get the system documentation. It will be necessary to teach the personnel how to use the documents and make them aware of their duties regarding the Quality Management System.

Step 7 – Conduct an Internal Audit

After successfully installing the system, conducting an internal audit per the standard requirements is necessary. Performing at least one internal system audit before receiving certification is mandatory. This audit aims to assess whether work processes comply with the established procedures.

Step 8 – Conduct Management Review Meeting

In accordance with the standard, the meeting must go through the findings of the internal audit, any alterations to the business or the Quality Management System, customer feedback, and other matters.

Step 9 – Involve Accredited Certification Body

Involve a certification body to perform the certification audit for your Company.

Benefits of Implementing a Quality Management System

A well-implemented QMS can have a significant positive impact on an organisation’s overall performance. Some key benefits include:

1. Customer Satisfaction:

As a QMS focuses on enhancing the quality of products and services offered, organisations can deliver what customers need and exceed their expectations, leading to long-term customer loyalty.

2. Operational Efficiency:

Streamlining processes and improving resource allocation in QMS help eliminate waste, reduce redundancies, and optimise cost structures, contributing to overall operational efficiency.

3. Regulatory Compliance:

A QMS provides an objective and traceable method to demonstrate that your organisation meets regulatory requirements avoiding penalties and legal liabilities.

4. Market Advantage:

Through consistently delivering high-quality products or services, organisations can maintain a competitive edge in their respective industries by attracting new customers and retaining existing ones.

5. Employee Engagement & Empowerment:

Organisations that promote a quality culture empower employees by offering them a platform to share their ideas, engage with others, and share grievances.

Engage a certification body to conduct the certification audit.

How to Develop a QMS and Become Certified to ISO 9001

Tips for Developing QMS

Here are some tips for developing a QMS:

1. To manage your organisation efficiently, it’s crucial to keep the system straightforward and thoroughly document your current processes.

2. Ensure that your process is supported by competent leadership and management and that you choose a qualified system coordinator.

3. Finally, engaging all employees in the implementation process is essential to achieve success.

4. When developing your system, it is important to remember that there is no need to reinvent how a business operates just because you are implementing a Quality Management System.

Anitech’s experienced quality Management consultants can help you in developing a robust quality management system.

You can connect with our experts by calling us at 1300 802 163 or emailing us at Info@anitechgroup.com


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