Quality Management Systems
A quality management system (QMS) is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction. It is aligned with an organisation’s purpose and strategic direction (ISO9001:2015). It is expressed as the organisational goals and aspirations, policies, processes, documented information and resources needed to implement and maintain it.
- Business improvement through self analysis and external audit.
- Established processes reduces the need “to reinvent the wheel.”
- Processes aid staff training.
- Processes ensure all staff are following the same procedures.
- Customer experience becomes more consistent.
- Greater credibility through the use of a recognised quality certification.
- Access to new clients.
Whilst working with BT in the 90’s I first became involved in quality management systems and the ISO9001 (International Standards Organisation) Service Standard. This was a major undertaking involving putting 1,000s of procedures and policies under issue control. Introducing the concept of non-conformance, quality checks at all levels and I will say most importantly the implementation of Management Review Meetings where the quality management system is reviewed.
Within the Operator Services Directorate comprising some 3,000 full time equivalent people we chose to review a segment of the QMS at each monthly management meeting. This allowed the QMS to be regularly discussed, kept alive and integrated into everyday activities rather than being seen as a once a year activity and something separate from day to day business as usual.
This experience held me in good stead when in 2011, I helped two solar PV (Photovoltaic) companies gain there MCS (Micro-Generation Certification) accreditation. This included a practical assessment of a physical solar PV installation but it also required the company to have and demonstrate a quality management system.
More recently I worked with an SME in the paper manufacturing sector to introduce ISO9001 a task we completed in 3 months. A significant challenge in this family run small business was to record decisions which were taken adhoc. At my recommendation we implemented quarterly Management Review Meetings where we reviewed specific sections of the QMS and dealt with other business issues as well. We used the annual Quality Check procedure to stimulate the review during the three months leading up to the Management Review Meeting. Again, this proved invaluable in integrating the QMS with day to day operational activities.
I also helped the same company make its transition from the ISO9001:2008 quality management system standard to the updated 2015 version (ISO9001:2015) requiring the strengthening of leadership, the inclusion for the first time of business risk and the requirement for greater control of suppliers. My objective at every stage has been to integrate the needs of the quality management system using existing operational activities thus reducing if not eliminating added cost to day to day business activities.
How can I help you?
I can implement a quality management system such as ISO9001:2015 or help you with maintenance of your current quality management system. Please get in touch.