Quality Management Systems (QMS)

Quality Management Systems (QMS) play a major part of my business - its fact that without my quality manual, I wouldn't be eligible to provide services to the air transport industry clients without a recognised quality system in place that is audited on a regular basis, so here my introduction to Quality Systems.

From wikipedia - 'A Quality Management System 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.'

My quality manual is the framework for my business. The Quality Management System used is internationally recognised and is known as ISO9001:2015.

We are audited regularly on our upkeep of the manual, which sounds daunting but its really not all that difficult once you understand what it entails & how to keep on top of it.

I'm not going to explain my entire manual as it would take me weeks & likely be irrelevant to most readers, but basic fundaments can be useful for you to know.

Abbreviations -

Quality Manual = QM

Quality Management System = QMS

QMS has the following benefits:

- Helps to meet the customers requirements by creating consistency, by defining, reviewing & improving the implemented processes of an organisation.

- Helps to prevent mistakes, with the defined processes set out for all staff

- Helps improve staff, customer & higher management engagement into the future quality standards that can be achieved

- Helps to define the ability & training required for individuals within the organisation

- Helps to define the quality standard expected of a supplier, in order to provide that quality into your customer networks

- Helps reduce costs of unplanned activities & unexpected occurrences such a customer rejects

- Provides customers with the confidence that you are, prepared for & willing to, consistently improve of the quality of the service or products you supply to them

- Helps to keep a measured control and overview on such aspects like, stock warehousing, performance & efficiency of an organisation

A typical QMS will contain the following:

- Statement containing the defined purpose of the company (QM)

- Quality objectives (QM)

- Workplace Policies such as the main quality policy, anti drug policy, anti-discrimination policy, mental health policy etc (QM)

- Procedures behind the organisations processes (QM)

- Process flow charts (QM)

- Defined documents used within the organisations (QM)

- Job descriptions, definitions & responsibilities

- Training Records for members of the organisation

- Customer satisfaction reports and corresponding reviews

- Key Performance Indicators & Targets set out by management

- Process Effectiveness Assessment Reports (internal audit)

- Internal & External Audit Reports

- Corrective Action Reports - for internal or external errors

I highly recommend that any organisation that wants to provide a consistent level of customer service & satisfaction, acquires further knowledge behind what benefits a QMS can provide & implements it as fast as possible.