objectives & content

Objectives - Why do organisations need quality management systems?

The prime purpose of almost all organisations is to:

provide a service to their clients which meets their requirements and expectations
achieve high levels of client satisfaction
Achieve profitable and financial stability

Organisations have strategies and policies aimed at achieving these purposes, being supported by lower level processes which people apply to undertake their daily work, for example: making sure that the clients requirements are understood and developing a service that fully meets the clients expectations.

This process helps to define the culture and integrity of your organisation, sometimes expressed as 'the way we do things around here' or 'this is our company way'.

Content of a quality management system

A management system usually comprises.

A Quality Manual - This central document makes the reference to all other documented procedures within the Quality System. It contains a series of statements defining the Company policy relative to all aspects of ISO 9001:2000. It confirms that the commitment to QUALITY has been taken at the highest level.
Procedures - which define processes who does what, when, how and what is the output, what happens to it. They establish working practices as well as working methods, which are documented and controlled to ensure that all employees know exactly what is required of them. They define responsibilities and authorities of individuals.
Work Instructions - these may be in support of procedures when it is considered that the lack of detailed and specific instructions could adversely affect product or service quality.
Standards - which define the shape of output i.e. what does a quotation to a client contain, what a purchase order looks like.

Many of these standards will be demonstrated using pre-printed forms or templates.

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