Quality management system explained
If you are looking to improve the organisation’s productivity, a quality management system might be the way forward. This section defines, explains and decomplexifies what a quality management system (QMS) is.
Quality management systems defined
Quality management systems, also commonly referred to as QMS, represent the structure and processes a company follows to ensure the quality of its products or services. Quality management systems need to look at quality holistically. This means that the framework they englobe is composed of elements such as communication with customers, collaboration between employees, consistency across the organisation, waste reduction and continuous improvements. QMS can be managed using software that help streamline and automate quality management. Implementing such a platform will impact both quality and compliance for the organisation.
What to look for in a quality management system
There are some key components to quality management systems. This section highlights some of these core components and thus provides more insight on QMS.
Quality policy
The quality policy is a form of statement. It is high-level and provides insight on the direction for the QMS. It is connected with the quality objectives, which are more specific and measurable goals that need to be achieved to support the quality policy.
Quality manual
The quality manual consolidates all the information on the quality management system. It is a thorough document that includes the policy, the objectives and any other information about quality and quality management.
Organisation structure and governance
The structure and governance of an organisation are essential to quality management. They define who is responsible for what and ensure accountability.
Data management framework
Data is a tool that cannot be forgotten. By collecting, enhancing and analysing data, it is possible to extract meaningful information that will gauge existing level of quality, identify what needs to be improved and shed light on opportunities. As such, data is a key component of quality management and should be integrated in your QMS.
Related: What is data literacy and how it can benefit employees
Customer satisfaction
Customer satisfaction is paramount in this process. It is a key indicator of the quality of the product or solution delivered. Customer satisfaction can be measured through the net promoter score (NPS).
Continuous improvement
In fast-paced business environment, continuous improvement is necessary to stay relevant and competitive. Looking at ways to improve quality on an ongoing basis is essential to stay competitive. As part of continuous improvement, do not forget to include the CAPA (corrective and preventive action) process. This will allow you to address and prevent quality challenges.
Related: Tips for continuous learning strategies (with examples)
Quality tools
Quality tools, also referred to as quality instruments are used to measure quality. These tools vary significantly depending on the product or solution sold. They may be calibration tools, testing equipment or KPIs.
You should also consider elements such as quality objectives, quality procedures, instructions, records and document control. By consolidating these elements, you gain visibility on roles and responsibilities but also on any action that need to be delivered to reach the expected quality.
Core benefits of QMS
Although the development of quality management systems might be time-consuming, it brings many benefits to those organisations which invest in it. Here is a snapshot of these benefits:
Ensures compliance with quality standards
Once quality standards are set, having a QMS in place ensures that you comply with these standards.
Improves the overall quality
When looking into quality, setting the standards and conducting the quality assessment, you set the baseline and the desired outcome of your overall quality. This process will identify streamlining opportunities and lay out a plan for continuous improvement.
Increases customer’s satisfaction organically
High quality means satisfied customers. This also means that the likelihood of renewal or expansion of sales opportunities are high. This domino effect has a long-term impact on business success and growth.
Boosts efficiency
Quality management systems aim at automating and thus reducing human errors. Productivity is improved and efficiency is boosted by streamlined processes.
Related: How to measure productivity in employees
Leads to cost reduction
QMS have an impact on cost reduction. This is achieved by the reduction of rework, waste and customer complaints.
Enhances collaboration and communication
When you set your quality management system, you assign clear roles and responsibilities, together with a defined process. Doing so reduces friction and improves communication between different departments and across the entire organisation.
Related: Ideas to improve workplace communication in company culture
Implementing the best QMS for your business
Implementing the best quality management system for your business is no small feat. There are some obstacles to watch out for and some know-how to be aware of. Read on to discover our tips on how to implement your QMS.
Types of quality management systems you need to know about
Before you launch the implementation of your QMS, you need to be aware of the different types of systems that exist out there. Each has its own pros and cons, and you should gauge your business needs when selecting your type of QMS. Here is a snapshot of the types of QMS:
Standardised systems
As its names states this system focuses on established standards. It follows agreed regulations and codes.
Total quality management (TQM)
TQM applies a holistic approach to quality management. It focuses on long-term customer satisfaction and organisation-wide efforts.
Continuous quality improvement
Continuous quality improvement, also referred to as CQI, makes an emphasis on incremental improvements.
Six Sigma
Six sigma is a data-driven system. It follows a specific methodology that defines, measures and analysis existing processes to improve them.
How to establish your QMS
The section below highlights the key steps to implement a quality management system that fits your business needs.
Step 1: Design and build
The design and build are the base of the QMS. Through this phase, you gain visibility on existing processes, set the baseline of your quality framework and build your best-in-class QMS. This phase is both strategic and operational.
Step 2: Deploy the solution
This phase deconstructs the existing processes into subprocesses. The analysis is granular and aims at building a clear picture of the existing.
Step 3: Measure and control
Measures and controls are to be conducted on a regular basis. Implement a process and frequency for routine checks. This phase is a form of auditing that takes place on a regular basis and allows the organisation to keep a constant eye on the quality of its deliveries.
Step 4: Apply continuous improvements
Reviewing your QMS on a regular basis is essential to ensure it stays relevant to its environment. Challenge the existing system and apply continuous tweaks to your solution.
Obstacles you should watch out for
Quality management systems bring a lot of value to organisations. However, when implementing such systems, it is essential to be aware of some obstacles that may impact the effectiveness of the solution. We have consolidated these obstacles so that you can address them ahead of the QMS implementation.
Having a disorganised governance
If your governance is unclear, and if there are overlaps between roles and responsibilities, it is likely that the implementation of the QMS will fail. To overcome this obstacle, it is recommended to assess the existing governance, to define clear roles and responsibilities and to document them.
Understaffing
Quality controls require teams to take a step back to look at existing deliveries and reflect. This means that they need to take time away from doing work. When teams are overwhelmed with the amount work allocated to them, they cannot effectively follow the QMS as their primary focus is delivery. Make sure that workload is manage effectively, and that peaks of work are compensated with calmer periods.
Challenges with change management
The success of adoption of the change required to implement the QMS will depend on the company culture and the quality of the change management process. Make sure you have a strong change management planning associated with thorough communication.
Quality management systems bring many benefits to organisations that implement it successfully. Assess your needs and select the type of QMS that is most appropriate for the company. Also make sure that you watch out for common obstacles and that you address them ahead of implementation. Tailor your QMS to answer your needs and apply ongoing improvements to it.
