Basic Steps To Create A Quality Management System
Here are a few simple steps that may help to get you started on implementing a Quality Management System for your business.
- Determine what you want to achieve with a quality management system? I.e. Identify the processes that you need to manage:
Products, Service, Turnaround times, Processes?
The products, service, processes determine what the QMS looks like;
- Determine what you need to measure to determine the quality of a product or service?
If it's a PRODUCT, measure the properties of that product;
Is it strong enough, or is there enough of the product in a package?
If it's a CALL CENTRE you may measure it against RESOLUTION TIMES. How long does it take to resolve an issue.
- Determine HOW YOU NEED TO MEASURE these products. I.e. the method;
Do you count the number of items?
Do you check the duration of a call?
- Set benchmarks or targets to measure against.
E.g. There needs to be 20 items in each packet that we manufacture.
It shouldn't take longer than 8 hours to provide a satisfactory answer to a customer that called the call center.
- Implement a system that will measure the items against the bench marks. This is where the STEPS governance system can be used to track and report back.
- The system should include the following key features;
A database of items or processes that will be measured.
A reporting tool to provide statistics on each item
A monitoring and notification tool to alert management when quality is not up to standard.
One could also include a survey tool to get direct feedback from customers/members.
- The system should also provide comparative reports over a period of time to see if quality of service improved.
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