Quality management

A Quality Management System is a set of business processes which are

implemented to help an organization deliver products which
consistently achieve customer satisfaction. An effective system for
managing quality translates an organization's purpose and goals into
policies and resources which help every member of the organization
adopt standard operating procedures (SOPs). The use of management
frameworks to ensure consistent quality isn’t a new concept, but the
purpose of quality systems has evolved slightly in recent years.
Question about requirements
• What are the quality policy we can implement?
• What are the basic guidelines we can use?
• Define organization’s structure and responsibility?
• How can we manage data?
• What are the ways to monitor satisfaction?
• In which field we can make improvement?
What are the quality policy?
The quality principle are as follow:
• Customer focus
• Leadership
• Engagement of people
• Process approach
• Continuous improvement
• Evidence-based decision making
• Relationship management
Quality objective
• To encourage organizations to define strategic goals and a purpose 
• To obtain total compliance with staff training requirements and raise
average assessment scores from 90% to 95%.
• Well-written objectives lend purpose to a QMS initiative and establish
a customer-centric culture in an organization.
• Translate an organization’s vision into practice by creating a link
between customer requirements and specific, measurable, and
attainable goals.
Organization structure and Responsibilities
A quality management system should include a clear and updated model of the
organization's structure and responsibilities of all individuals within the organization.
Documentation of structure and responsibilities should include visual guides such as
flowcharts and clear documentation.
The organizational components are:
a) Personnel
b) Equipment
c) Information Systems
d) Tools for Assessment
e) Facilities
f) Purchasing & Inventory
g) Process Controls
h) Documents & Records
Data management
• Data is at the core of modern approaches to total quality management. Data
quality and availability are critical to the success of a QMS framework to drive
continuous improvement and preventative quality control activities.
Organizations with ineffective data management practices can experience
inconsistent product quality, operating inefficiencies, compliance risks, poor
customer satisfaction, and low profitability.
• An organization must be able to provide meaningful data evidence of effective
quality controls. Data management systems should support continuous
improvement efforts and corrective actions by defining the types of data that
are gathered by the organization and third-party sources. The policy for data
management should address data types, sources, collection methods,
responsibilities, storage, disposal, and analysis.
Costumer satisfaction with product quality
A core component of QMS is the requirement for organizations to
monitor customer satisfaction to determine if quality objectives are
achieved. Some standards do not prescribe specific methods for
measuring customer satisfaction since the definition of product quality
and available data can vary significantly between organizations.
A first step to establishing monitoring systems for customer satisfaction
should be the definition of appropriate methods for measuring
customer attitudes and complaints. This could include:
• Satisfaction Surveys
• Complaints Procedures
• Analytical Applications to measure satisfaction trends
• Management Review of customer satisfaction
Continuous Improvement
Designing organizational processes to meet QMS standards for continuous
improvement requires clear documentation of controls across the
organization. Improvement documentation should encompass, at a minimum:
• Quality Planning Procedures
• Compliance Requirements
• Safety Design
• Risk-based Thinking
• Corrective Action (CAPA)
• Gradual and Breakthrough Improvement
• Innovation
• Assessment of the QMS