Scribd
Upload
2K views14 pages

Bpo2-Module 2 Quality Management Systems

This document discusses quality management systems (QMS). It defines a QMS as the single most important process in an organization that defines quality. It notes that QMS have grown in importance due to increased competition and globalization. Key components of a QMS include customer focus, leadership, involvement of people, a systems approach to management, continual improvement, fact-based decision making, and beneficial supplier relationships. The goal of a QMS is to consistently meet customer needs and requirements.

Uploaded by

Judame Charo Zozobrado
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
2K views14 pages

Bpo2-Module 2 Quality Management Systems

This document discusses quality management systems (QMS). It defines a QMS as the single most important process in an organization that defines quality. It notes that QMS have grown in importance due to increased competition and globalization. Key components of a QMS include customer focus, leadership, involvement of people, a systems approach to management, continual improvement, fact-based decision making, and beneficial supplier relationships. The goal of a QMS is to consistently meet customer needs and requirements.

Uploaded by

Judame Charo Zozobrado
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
  • Topics Overview: Provides an overview of topics covered in the module, including the significance and components of Quality Management Systems.
  • Introduction to Quality Management Systems: Discusses the definition of Quality Management Systems and their critical role in organizations.
  • Significance of Quality Management Systems: Explains the growing importance of quality management due to increased global competition and demand.
  • Methods of Quality Management Systems: Describes methodologies used in quality management, notably Six Sigma, to ensure strict quality criteria.
  • Considerations for Quality Management Systems: Highlights crucial elements to consider when implementing a QMS, focusing on resources, processes, and structure.
  • Components of Quality Management Systems: Explores key components, such as customer focus, leadership, and continual improvement, vital for effective quality management.
  • References: Lists relevant organizations and programs that provide additional information on quality management standards.

Business Process Outsourcing 21 (BPO2)

(Module 2)

QUALITY MANAGEMENT SYSTEMS


(QMS)

1
Business Process Outsourcing 2 (BPO2)
(Module 2)

Topics Overview
 Quality Management System (QMS)
 Significance of Quality Management Systems
 Methods of Quality Management Systems
 Considerations of Quality Management Systems
 Components of Quality Management Systems

2
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Definition –

• the single most important process in any organization


• defines the purpose of quality for the organization it represents.

3
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Significance –
• Since the world's demand for products has grown exponentially, the
demand for quality in production have grown together.
• Competition has also been a strong factor in this and so has something
known as "the global village" (where companies are competing on a
global level).

4
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Methods –

• Quality methods have been developed which attempts to control quality


improvement through statistics. An example of a modern quality
management system is the Six Sigma, a statistical method which makes
sure that every single item measures up to strict quality criteria.

5
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Considerations -
When considering a quality management system, it is of paramount
importance to consider a Quality Management System (QMS) that is
expressed as resources, processes, procedures and organizational structure.
• Resources will require specific technology and a share on the networked
computer system.
• Processes will have to be taught and learned by participants in the
scheme.
• An organization will need to be built to support it.

6
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Components of Quality Management Systems

• Customer Focus. This principle conveys the importance of identifying and


addressing the customer's needs and going beyond the customer's
expectations.
o ensuring that the needs of the customers are in alignment with the
company's goals
o measuring customer satisfaction.

7
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Components of Quality Management Systems

• Leadership - aims to unite the employees toward the same overall goal and
create a productive environment.
o effectively communicating the company's desired future path
o setting goals for the employees
o ensuring the employees have the resources that they need.

8
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Components of Quality Management Systems

• Involvement of People. All members of the company should be involved,


regardless of position. The benefits:
o improved sense of responsibility of the staff
o employees taking an interest in self-improvement.

9
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Components of Quality Management Systems

• System Approach to Management - identifying the interdependence of the


different processes in the company and managing these processes as a
complete system.
o creating a system through which the company's goals can be efficiently
achieved
o providing a better understanding to the employees of how to achieve
common objectives.

10
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Components of Quality Management Systems

• Continual Improvement - should be an ongoing process. This is done by


o establishing goals
o measuring performance
o providing training for employees.

11
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Components of Quality Management Systems

• Factual Approach to Decision Making - should be based on data analysis


and factual information. This approach includes
o making data available to those who need it
o analyzing data using valid methods.

12
Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems


Components of Quality Management Systems

• Mutually Beneficial Supplier Relationships. Obtaining harmonious and


beneficial relationships with suppliers involves
o establishing relationships that address the short- and long-term goals of
both the company and the suppliers
o providing inspiration and giving praise to the supplier

13
Business Process Outsourcing 2 (BPO2)
(Module 2)

References

• International Organization for Standardization Baldrige National Quality


Program
• International Organization for Standardization: Quality Management
Principles

14

You might also like