What is a Quality Management System (QMS)?
A quality management system (QMS) is a tool used for formal documentation of the policies, procedures, requirements and processes used by an organisation to manage and produce a product or service.
The QMS helps to direct and coordinate the activities of the organisation to ensure that customer and regulatory requirements are met and it also acts as the mechanism to improve efficiency and effectiveness on a continual basis.
There are seven guiding principles of QMS and these fall under the headings:
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Customer focus
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Leadership
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Engagement of people
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Process approach
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Improvement
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Evidence-based decision making
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Relationship management
A QMS is not a one-size-fits-all commodity and to be effective it must take account of the unique requirements of the organisation it serves.
However, there are a number of elements that form the backbone of any QMS and these include:
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Quality objectives and policy
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Quality manual
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Organisational structure and responsibilities
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Data management system
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Standard operating procedures and processes
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Customer satisfaction analysis
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Continual quality improvement plans
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Document control and management
Ultimately, the precise content and format of a QMS is determined by the needs of the organisation and the guidelines contained within the standard it is based upon. ISO 9001:2015 is one of the most commonly used standards but there are other options available for specific industry sectors.
Successfully implementing a QMS brings clear benefits to the organisation and impacts positively on all aspects of performance. Specifically it serves to improve quality and enhance customer satisfaction, translating into increased sales and greater customer loyalty.
Other potential benefits include increased efficiency, reduction in wastage, and ultimately cost savings.