QUALITY MANAGEMENT SYSTEMS

Organizations use quality management systems to control the quality of their

products, services and organizational processes.
The organizational structure, processes, procedures and resources needed to
implement, maintain and continually improve quality management.

Steps to develop a quality management system:

1. Identify the system that needs to be managed and develop a written plan
(why).
2. Develop policies and procedures for users of the system (what, where,
when, who).
3. Develop instructions on how to perform the work (how).
4. Create process for data collected to demonstrate work is being done
according to policies and procedures (evidence).

Example of a Quality Management System:

Receptionist Positions for XYZ Company

Written Plan (why)

The receptionist position at XYZ company is a very valuable position as it is
the first impression of the organization. Excellent customer service to all who
interact with the receptionist is a priority to ensure positive relations with
current and prospective customers.

Policies and Procedures (what, where, when, who)

The receptionist will have the following responsibilities:

arrive on time

maintain good customer service at all times

maintain can-do attitude

pay attention to customer needs and strive to exceed customer

expectations

answer the telephone within two rings

always speak with a smile on their face

Instructions to Perform Job (how)

The receptionist will go through telephone customer service training and will
shadow another employee for three weeks before working the switchboard
alone.

Data Collection (evidence)

Data collected will come from two sources:
1. The telephone system will track number of dropped calls, number of rings
before a line is answered and length of time on calls.
2. Customer satisfaction surveys will be sent to customers on a quarterly
basis. Survey results will dictate additional training needs.
While this is a simplified quality management system, these key concepts can
be used on a more global basis to incorporate a quality management system
into an entire organization.