3 MIN. READ
Developing a QMS and becoming ISO-certified may be a company's most important move to expand its business.
As inflation squeezes budgets, businesses need every purchase to be the best choice possible. To reach the top of supplier lists, companies need evidence that their quality meets or exceeds industry standards. Every organization needs a quality management system (QMS) that provides that assurance.
What is a QMS?
The American Society for Quality defines a QMS as "a formalized system that documents processes, procedures, and responsibilities for achieving quality policies and objectives." The documents that make up a QMS can be digitized or occupy a hefty ringed binder. What's important to note here, however, is that the system's primary function is to provide direction on adhering to regulations and improving products.
QMS Development
Various types of manufacturing may need different elements in a QMS. They may involve precision, defect-free coatings or strict control of production chemicals. A QMS should reflect procedures that lead to the fewest defects and the safest and most efficient workflows. Once the QMS outlines the desired outcome, the methods to achieve it can be put in place. While a QMS should be specific to a company's needs, most include the following elements:
● Quality policies.
● A quality manual.
● Quality objectives.
● Procedures and instructions.
● Records control.
● Data management methods.
● Measures of customer feedback.
● Improvement opportunities.
● Quality analysis methods.
None of these items has to be overly complicated. A QMS won't work if employees can't understand it. When putting together a system, input from workers on the front lines can transform words on a page into a workable system.
Quality Policy
A quality policy can be as simple as a company's mission statement. It can express a wish to turn out a product that best satisfies customers. Its wording can be adjusted to meet the needs of a particular business.
Quality Manual
A quality manual should cover the entire scope of a QMS. Again, if employees can't understand it, it won't work. However, the manual is generally in outline form with the details written into procedures.
Quality Objectives
Quality objectives are also unique to a company's needs. They may refer to acceptable percentages of defects, rejects, reworks or dimensional variations. The goals can start where a company is and aim for improvement over time. Companies can measure success by meeting these goals.
Procedures and Instructions
The procedures and instructions in a QMS are the building blocks for implementing it. They may include the responsibilities of specific jobs. They may also detail the steps of workflow and inspections. Whatever the content, it should be straightforward and easy to understand.
Records Control
As part of their QMS, companies need to implement a system for making records, whether paper or digitized, easy to access and update, as well as accurate and current. In some instances, a firm's records control may link with its data management. The data can be used to track quality trends and suggest improvements. The control system should also document revisions and updates and who should receive them.
Customer Feedback
Feedback can take many forms. Customers can reject products or file complaints. Businesses can use surveys to determine product satisfaction and solicit suggestions for improvement. A QMS should include methods to use feedback in revisions. Customer feedback also serves as an important measure of the success of a QMS.
Improvement Opportunities
In addition to customer feedback, employees may have input about improvements. Depending on the product, there is computer software that can provide design modeling that will enable tighter tolerances and fewer defects. A QMS can also provide timing for improvement data reviews.
Quality Analysis Methods
Any tools, laboratory tests and equipment used for quality should be subject to regular calibration, review or both. The QMS should document these activities and review data that can reveal trends. Well-designed quality analysis will reveal the root causes of problems rather than focus on employee errors.
Implementing a QMS
With all the elements above created and documented, a business can implement a QMS. To do this, workers must be made aware of its general goals as well as the procedures relevant to them. This can be done in meetings, one-on-one or any combination that works for a company. In-place checks can show if procedures are being followed. In some cases, quizzes may be appropriate. Meeting the goals of the QMS should serve as an indication of implementation success.
The Next Step
A successful QMS will improve a company's performance and increase customer satisfaction. However, many organizations look for certification to an international standard when choosing a supplier. While a QMS must be appropriate to a particular company, many manufacturers also obtain ISO certification. As a start, ISO 9001 can be applied to any business and can be used to guide the organization of a QMS.
ISO certification involves more than developing a QMS to ISO standards. Once a QMS comports to ISO standards, companies bring in outside auditors. An auditor not only looks at paperwork but how well workers follow the policies and procedures. A company must show its QMS in action.
After a successful audit, a business can register its QMS for certification.
Customer Base Expansion
Purchasers often use certifications as selection criteria. To meet this need, IndustryNet lists certifications along with capabilities and locations. Companies appearing in a search for an ISO certification enjoy a definite leg up to increasing their sales. An ISO-compatible QMS is the first step toward better business.
