Welcome to the 4Z-Pedia. The QMS is an increasingly popular term. Whether at the level of companies, institutions, or public services. Let us delve deeper into the most important principles of the QMS to learn about its elements, & what must be fullfilled to ensure the proper establishment & sustainability of a quality culture.
- Unfortunately, you will not find this important principle included in any international quality standard or bench mark. Although honesty, in my opinion, is the most important principle that should not be ignored.
- Some might argue that honesty is an abstract moral value rather than a concrete action that can be measured & evaluated. But by experience, which is confirmed by any experienced worker, it is the common concrete factor in fulfilling true quality of any work.
- How many services or products that are only outwardly of quality, but in reality, are corrupted or mediocre. And how many institutions & companies where quality is merely a pile of documents or just a quality logo.
- Of course, when we mean honesty, we do not demand it only from the institution, but from the body that conducts the evaluation, & from the body that grants quality certificates. That is, from the whole system associated with the implementation, evaluation & proof of quality, otherwise the actual quality will never be achieved at all.
- Increased credibility of the workplace & its outputs of services or products.
- Linking the behavior of employees with a moral value before the technical standard, leads to the consolidation of the principle of work perfection with an internal motive.
- Honesty of the whole system related to quality, distinguishes sooner or later the institution from others that only claim quality & do not practice it.
- All of the above surely contributes to increasing the customer base, loyalty & satisfaction.
- Consolidation of the principle of honesty in word & deed within the institution by all individuals at all levels.
- Ensuring the credibility of data, & handling it with transparency so that the organization can actually improve quality in the shortest possible time.
- Link reward & punishment to the credibility of individuals in carrying out the tasks assigned to them. And leadership must give a good example in that respect.
- Never allow advertising, marketing or selling of a product or service that meets quality standards only on paper.
- Do not punish or discriminate any employee who refuses to pass on any manipulation or fraud, that threatens the credibility of the institution, even if it is at the expense of profit.
- Always look at honesty & its returns in the long run & not with a narrow mindset that calls for profit at the expense of credibility.
- As they say a lie has short legs, so everyone should realize that neglecting honesty & credibility of quality cannot deceive the customer for a long time.
2. Customer Focus:
- Primary focus of quality management is to meet requirements of the customer & interested parties.
- Understanding current & future needs of customers & interested parties, contributes to sustained success.
- Sustained success is achieved when confidence of customers is attracted & retained.
- Increased customer value; satisfaction; loyalty; & base.
- Enhanced repeat business; reputation of the organization.
- Increased revenue & market share.
- Recognize direct & indirect customers as those who receive your product/service.
- Understand customer's current & future needs & expectations.
- Link objectives to customer needs & expectations.
- Communicate customer needs & expectations throughout the organization.
- Plan, design, develop, produce, deliver & support products & services to meet customer needs & expectations.
- Measure & monitor customer satisfaction & take appropriate actions.
- Determine & take action on relevant interested parties' needs & expectations that can affect customer satisfaction.
- Actively manage relationships with customers to achieve sustained success.
- Leaders at all levels establish unity of purpose & direction.
- Leaders create conditions in which people are engaged in achieving quality objectives.
- Creation of unity of purpose & direction & engagement of people, enables aligning strategies, policies, processes & resources to achieve objectives.
- Increased effectiveness & efficiency in meeting organization's quality objectives.
- Better coordination of organization's processes.
- Improved communication between levels & functions of the organization.
- Communicate organization's mission, vision, strategy, policies & processes throughout the organization.
- Create & sustain shared values, fairness & ethical models for behavior at all levels of the organization.
- Establish a culture of trust & integrity.
- Encourage an organization-wide commitment to quality.
- Ensure that leaders at all levels are positive examples to people in the organization.
- Provide people with required resources, training & authority to act with accountability.
- Inspire, encourage & recognize the contribution of people.
- Successful organizations have an ongoing focus on improvement.
- Improvement is essential to maintain current levels of performance. And to react to changes in internal & external conditions & to create new opportunities.
- Improved process performance, organizational capability & customer satisfaction.
- Enhanced focus on root cause investigation & determination, followed by prevention & corrective actions.
- Enhanced ability to anticipate & react to internal & external risks & opportunities.
- Enhanced drive for innovation.
- Promote establishment of improvement objectives at all levels.
- Educate & train people at all levels on how to apply basic tools & methods to achieve improvement objectives.
- Ensure people are competent to successfully promote & complete improvement projects.
- Track, review & audit planning, implementation, completion & results of improvement improvement projects.
- Integrate improvement consideration into development of new or modified products, services & processes.
- Recognize & acknowledge improvement.
5. Process Approach:
- Consistent & predictable results are achieved more effectively & efficiently, when activities are understood & managed as interrelated processes that function as a system.
- Quality Management System consists of interrelated processes. Understanding how results are produced by this system enables optimization of the system & its performance.
- Enhanced ability to focus effort on key processes & opportunities for improvement.
- Consistent & predictable outcomes through a system of aligned processes.
- Optimized performance through effective processes management, efficient use of resources & reduced cross-functional barriers.
- Increased confidence of interested parties, in consistency, effectiveness & efficiency of the organization.
- Define objectives of the system & processes necessary to achieve them.
- Establish authority, responsibility & accountability for managing processes.
- Understand the organization's capabilities & determine resource constraints prior to action.
- Determine process interdependencies & analyze the effect of modifications to individual processes on the system as a whole.
- Manage processes & their interrelations as a system to achieve quality objectives effectively & efficiently.
- Ensure that necessary information is available to operate & improve processes & to monitor, analyze & evaluate performance of the overall system.
- Manage risks which can affect outputs of processes & overall outcomes of the QMS.
6. Engagement of People:
- Competent, empowered & engaged people at all levels are essential to enhance the capability to create & deliver value.
- To manage an organization effectively & efficiently, it is important to respect & involve all people at all levels.
- Recognition, empowerment & enhancement of competence facilitate engagement of people in achieving objectives.
- Improved understanding of quality objectives by people & increased motivation to achieve them.
- Enhanced involvement of people in improvement activities.
- Enhanced personal development, initiatives & creativity.
- Enhanced people satisfaction.
- Enhanced trust & collaboration throughout the organization.
- Increased attention to shared values & culture throughout the organization.
- Communicate with people to promote understanding of the importance of their individual contribution.
- Promote collaboration throughout the organization.
- Facilitate open discussion & of knowledge & experience.
- Empower people to determine constraints to performance & to take initiatives without fear.
- Recognize & acknowledge people's contribution, learning & improvement.
- Conduct surveys to assess people's satisfaction, communicate results & take appropriate actions.
7. Relationship Management:
- For sustained success, relationships with relevant interested parties, should be managed.
- Enhanced performance through responding to opportunities & constraints related to each interested party.
- Common understanding of objectives & values among interested parties.
- Increased capability to create value for interested parties by resources & competence & managing risks.
- A well-managed supply chain that provides a stable flow of products & services.
- Determine relevant interested parties & define their relationship with the organization.
- Interested parties can be: providers, partners, customers, investors, employees or society as a whole.
- Establish relationships that balance short-term gains with long-term considerations.
- Establish relationships that balance short-term gains with long-term considerations.
- Gather & share information, expertise & resources with relevant interested parties.
- Measure performance & provide feedback to interested parties, to enhance improvement initiatives.
- Establish collaborative development & improvement activities with interested parties.
- Encourage & recognize improvements & achievements by providers & partners.
8. Evidence-based Decision Making:
- Decisions based on analysis & evaluation of data & information are more likely to produce desired results.
- Decision-making can be a complex process & it always involves some uncertainty.
- It often involves multiple types & sources of inputs, as well as their interpretation, which can be subjective.
- Facts, evidence & data analysis, lead to greater objectivity & confidence in decision-making.
- Improved decision-making processes.
- Improved assessment of process performance & ability to achieve objectives.
- Improved operational effectiveness & efficiency.
- Increased ability to review, challenge & change opinions & decisions.
- Determine, measure & monitor key indicators to demonstrate performance.
- Make all data needed available to relevant people.
- Ensure that data & information are sufficiently accurate, reliable & secure.
- Analyze & evaluate data & information using suitable methods.
- Ensure that people are competent to analyze & evaluate data as needed.
- Make decisions & take actions based on evidence, balanced with experience & intuition.
Here again are the principles of the QMS at a glance:
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