SET YOUR SIGHT ON SUCCESS

Transcription

1 For more information on how SPRING can help your company adopt standards, visit SET YOUR SIGHT ON SUCCESS START BY GETTING TO KNOW QUALITY MANAGEMENT SYSTEM STANDARDS

2 What is a quality management system (QMS)? A quality management system is the way your organisation directs and controls activities which are related to meeting the requirements of customers and stakeholders. What does QMS do for you? What are the common misconceptions of QMS? Just for big companies Just about product standards Just about product quality Requires excessive bureaucracy and paperwork Adds financial burden Lacks flexibility Organisational Structure Planning Processes Resources In fact, product standards, quality management system standards and quality improvement approaches are not individually exclusive. Rather, they must all function in tandem together to improve customer satisfaction and enhance competitiveness. Putting things in the right perspective Achieves quality objectives Meets customer requirements Expenditures in running quality management systems = Investment Improves your products and services Management Systems Approach A management system describes the set of procedures which an organisation needs to follow in order to meet its objectives. The management system approach was first pioneered by the ISO 9001 Quality Management System and further developed by the ISO Environmental Management System. It has since been followed by other standards to meet the needs of specific sectors. This brochure serves as a guide to developing and implementing a quality management system, based on ISO This will then help you gain a foothold in the implementation of other management system standards. Benefits & improvements = Return on investment Every organisation has a management structure and this should form the basis for how a QMS can be built. You may realise that you are already carrying out many of the requirements included in the standard but have not specified how they are being carried out. To lead and operate an organisation successfully, it is necessary to direct and control it in a systematic and transparent manner. Success can result from implementing a QMS that is designed to continually improve performance while addressing the needs of all stakeholders. There are a number of management system standards, each focusing on different issues that affect global business. Some examples include Quality Management Standards Energy Management Standards Food Safety Standards Environment Management Standards

3 7 What are the principles of QMS? There are 7 quality management principles that can help you define your own QMS and lead your organisation towards improved performance. Relationship management Identifies important relationships with interested parties e.g. suppliers Sets out a plan to manage and drive sustained success 1 Analyses and evaluates important data Makes informed decisions from the data for better possible outcomes Customer focus Primary focus of QMS Key to long-term success Retains customer loyalty Anticipates and adapts to customers future needs Relationship management 6 7 Evidence-based decision making 1 Customer focus 2 Leadership 5 Improvement Continual improvement process in place Responds swiftly to changes in the internal and external environments Critical to ensuring continuous value creation for customers A strong leadership for unified direction or mission Ensures that everyone is aligned to the organisation s objectives 4 3 Process approach Engagement of people Team of competent, empowered and engaged people Critical in value creation for customers 6 Process approach Evidence-based decision making 5 Improvement 2 Leadership 4 3 Engagement of people Views activities as processes that function together as a system Ensures all employees are familiar with the company s activities and how they fit together Critical to achieving efficiency and more consistent and predictable results How can you benefit from QMS? See the big picture Helps you assess the overall context of your organisation so as to define who is affected by your work and what each of them can expect from you Enables you to clearly state your objectives and identify new business opportunities Improve your customer experience Helps you put your customers first, making sure you consistently meet their needs and enhance their satisfaction Secures repeat business and new customers Enhance efficiency Sets out a blueprint for internal efficiency Achieves greater work efficiency as all your processes will be aligned and understood by everyone within your organisation Gain a competitive & financial edge Rewards you with improved efficiencies and reduced costs Benefit through better compliance Helps meet statutory and regulatory requirements Expand your horizons Paves the way for expansion into new markets, as some sectors and clients require only QMS certified companies to do business with Better organisational risk management Helps you identify and address the organisational risks and opportunities in a structured manner A stronger brand name Enhances your company reputation and increases confidence among stakeholders through strategic communication Better connect with your employees Increases your leadership involvement and engagement of employees

4 Take the 7 steps forward There are many ways to go about implementing a QMS. The roll-out process is crucial in enabling you to achieve the full benefits of the system. Most new users will obtain measurable payback early in the process. These 7 steps are recommended for successful implementation, and will help you optimise the fruits of QMS, allowing it to be a growth engine for your organisation. Note: The steps are applicable to all kinds of organisations, including those in the service industry and non-profit organisations They are solely an example and should not be regarded as the only method of implementation or the best method of implementation Step 1 Step 2 Identify key processes and interaction needed to meet quality objectives All front-end and back-end activities related to customer service support activities The interactions between key processes; defined as the key interconnected processes needed to meet quality objectives Fully engage top management in establishing overall parameters Define the reasons for QMS standards implementation Articulate the company mission, vision and values Identify stakeholders e.g. employees, customers, shareholders, community, etc. Define the company quality policy Establish and align organisational objectives and related product/service quality objectives Step 3 Implement and manage the QMS and its processes (using process management techniques) This will include interconnected processes that are critical to: Determine customer requirements Define activities Establish objectives for products and processes Documentation Assess training requirements Ensure adequate resources Establish monitoring and measurement methods (hardware and software) 1Engage Identify Implement Build Verify Manage Step 4 Step 5 7 Adopt Step 6 Build your QMS Identify the specific requirements Map these requirements with your implemented QMS, where applicable Conduct a gap analysis to identify where within your existing system are requirements fulfilled and where they are not Ensure your QMS processes include activities, procedures and controls needed Manage your QMS Focus on customer satisfaction Monitor and measure the operation of your QMS Conduct scheduled internal audits Strive for continual improvement Verify effective operation of your processes, implement the system and train staff Identify the right kind of training for different members of your team Step 7 Examples: - Those required to review or revise documentation do understand the need for consistency in document control - Having several individuals trained as internal auditors - Having people from different departments trained in problem solving to assist in conducting corrective actions Adopt certification/registration Where necessary, seek third party certification of the QMS

5 For Inspection Bodies For Laboratories How can I be certified by an accredited certification body? Certification to standards by an accredited certification body is not a requirement. However, organisations can reap many benefits by using accredited services. If you do opt to get certified, you can search for an accredited certification body here: Accreditation confirms the impartiality and competence of certification body, thus fostering stakeholders confidence in certifications that are produced by accredited certification bodies. It is a way of signalling to your buyers, customers, suppliers and other stakeholders that you have implemented the standard properly. For Certification Bodies For Related Service Bodies (eg Proficiency Testing Providers) Here are a few tips to get you started The purpose of quality management standards is not to impose a totally new way of managing your organisation. Having determined how the requirements of the standard apply to your organisation, the next step is to look at what is already being done and what documentation already exists. It does not necessarily mean you have to change the activities of your organisation or introduce new paperwork. A copy of the standard can be purchased from TIP 1 Define your objectives. Why do you want to implement the standard? TIP 2 Obtain buy-in from senior management. It is crucial that everyone from the top down is supportive of the initiative and its objectives; and remains committed to the process.

6 TIP 3 Establish the resources involved - the competency of personnel, time commitment required, finance commitment, infrastructure, etc. This will determine how much resources and support you will need. There are many resources available to help you get started. You may defray the cost of consultancy and/or certification projects with the Innovation & Capability Voucher (ICV) and Capability Development Grant (CDG), supported by SPRING Singapore. Hiring a consultant Though not essential, you may wish to engage the services of a consultant to guide you through the process of implementing and maintaining your quality management system. Here are some pointers on hiring a consultant: Conduct rigorous assessment on the consultant's qualifications, credentials, quality management specific knowledge, experience and references Establish a clear and common understanding of scope, roles and responsibilities, expectations and resources Frequently liaise with the consultant to review progress and other relevant matters, and initiate appropriate correction steps The use of a consultant does not remove your responsibility for establishing and implementing the quality management system. Now every business can up their standards WHY? Standards help you meet both local and international requirements. Adopt quality and excellence as a business strategy to raise productivity, improve quality of products and services and gain access to new markets. SOME OF THE PROJECTS YOU CAN DO WITH INNOVATION & CAPABILITY VOUCHER SCHEMES SPRING Singapore helps businesses improve their standards and their competitiveness with financial assistance like the Innovation & Capability Voucher as well as the Capability Development Grant. SOME OF THE PROJECTS YOU CAN DO WITH CAPABILITY DEVELOPMENT GRANT Industry Quality Management System ISO 9001 Organisation Health Check (SMART) Supply Chain Security ISO Energy Management ISO Food Safety Management ISO Oil & Gas API Aerospace Quality Management AS 9100 TIP 4 Identify the key processes for meeting your objectives as well as your customers needs. Within each of these processes, make sure you understand your customers requirements and can guarantee that these are met each and every time. This will form the basis of your quality management system. Service Excellence Modules Environment Management System ISO Occupational Health and Safety OHSAS Information Security Management ISO Business Continuity Management ISO Water Efficiency Management ISO 577 Management of End-of-Life ICT Equipment ISO 587 *Singapore Business Federation (SBF) has been appointed as partner to drive adoption of Enterprise Resilience Standards. Companies applying for grants for these standards should submit their applications to SBF directly at Business Excellence For more information, please visit or