Quality Management Models 1

Quality Management Models

[Name of customer]

[Name of institute]

[Quality Management]
 Quality Management Models 2

Executive Summary

Over the passage of time, and with the innovations that have taken place in modern

business practices, it has become important that businesses intend to focus on areas and

develop models and frameworks through which they can conduct a better assessment and

analysis of the ways in which the processes that are carried out in their business are

monitored, tracked and supervised in an efficient and an effective manner.

With the implementation of these quality assurance models and frameworks that are

now in place, organizations are able to develop processes and streamline their operations in a

manner that can help them optimize their expenses effectively, ensure that their products and

services adhere to high and state of the art quality assurance model when it comes to

developing, producing and promoting their different products and services. In order to fulfil

the different metrics that have been outlined with respect to quality assurance in different

business processes and operations, various quality assurance models have been devised and

developed over the passage of time. These include ISO 9001, EFQM Model and Investors in

People (IIP).

During the course of this discussion, we will be looking at the dynamics of these

models, the ways in which they are similar and different from each other, as well as the ways

in which these models can be implemented and deploy within different organizational

processes to ensure that they are able to provide a more stable foundation to the ways in

which quality assurance models are made use of in the modern organizational environment.

Introduction to Organization and Quality Management Systems

The nature of the organization that will be considered and discussed during the

different sections of this research project is a health care facility. The organization mainly
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specializes in providing health care facilities to the people, and ensures that the patients and

people coming to the organization are treated in an effective manner.

Moreover, the organization also ensures that the people working in the organization,

and in its different departments are provided by the state of the art facilities when it comes to

data management, operational streamlining of different processes, and the analysis of

workflow processes through which patients can be provided with the best health care related

services in an efficient and effective manner.

At the same time, it is important to develop a proper understanding regarding the

different quality management systems that are commonly used when it comes to their use and

application in different organizational environment as well as business processes and

systems.

In its simplest definition and form, quality management system or QMS is a formalized

system that is used for the documentation of different processes, procedures and

responsibilities that need to be fulfilled in order to achieve the different aims and objectives

that are strategically planned and formulated by the organization (Nederpelt, 2012).

With the help of an effectively placed and implemented QMS system, the organization

is in a better and more stable position to keep track of the different activities that are going in

the organization, the processes and workflows that are taking place in the organization and

the ways through which the different set of processes and workflows can be optimized and

monitored to achieve greater efficiency, effectiveness as well as output from the

organizational front. Some of the key purposes that are fulfilled with the help and deployment

of a QMS system in the organization include:

 Optimizing and improving processes that are being carried out in the organization
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 Reducing waste processes

 Optimizing and controlling costs

 Identifying and facilitating different opportunities of learning and training in the

organizational environment.

 Engaging staff and workforce

 Aligning and setting new directions and vision for the organization in the long run.

Hence, in order to achieve most of these objectives and aims, the organization focuses

on the development of a proper QMS that can introduce standards and certain metrics that are

required from the organizational end to follow and implement in order to ensure that the

nature of service that they offer, or the product that they manufacture intends to follow

certain benchmarks.

However, in order to ensure that the QMS system that has been deployed in the

organizational environment, it is essential to outline some of the key elements and

components that need to be present in a system that has been deployed in an organization.

These core elements include:

General Requirements and Features which comprise of:

 The quality policy and quality objectives that are followed or planned by the

organization.

 Quality manual

 Records, procedures and instructions for different set of functions and requirements.

In addition to the generalized set of requirements that need to be present in every QMS

system used and deployed in an organization, there are other areas and components present in
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the system as well that need to be understood as well. Some of the major components and

features that need to be present in the system include:

 Data Management

 Internal Processes

 Customer satisfaction based on product quality

 Quality analysis

 Improvement opportunities

It is important to state here that each of the components that have been mentioned and

stated above are supposed to be aligned with the strategic goals, aims and objectives that need

to be accomplished by the organization. Each of these different components that comprise the

overall formation of the QMS need to be strategically placed within the overall needs of the

organization, the processes that are already existing and running in the organization and the

different ways in which various workflows are managed and conducted in the organizational

environment (Evans, 2008).

In order to acquire proper advantage and benefit of the QMS systems, it is essential that

all these different components are effectively incorporated within the organizational structure

to ensure that the respective aims and objectives associated with it are obtained without

causing or creating any complication or hassle. Hence, it is with the help and presence of all

these different components through which the effectiveness of any QMS system can very

easily be determined when it is implemented in an organizational environment.

Once an understanding of the different QMS systems has been obtained, it is now

important to have a look at the different standards that has been developed over the passage

of time for the assessment of quality controls and standards in an organization. Some of the
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most important quality assurance models that are widely used in different sets and types of

organizations include:

 ISO 9001

 EFQM Model

 Investors in People (IIP)

It is important to have an understanding regarding each of these quality assurance and

management models and the ways in which they are used and deployed in an organizational

environment.

ISO 9001

The ISO 9000s is a series of standards that has been established to define the ways in

which different metrics and standards related to the use and deployment of quality

management systems in an organization are defined and understood. The International

Organization for Standarisation first issued its set of standards in the year 1987. It was first in

the year 1994 and then in the 2000 when the set of standards established by the organization

were revised.

It is important to mention here that the different standards and metrics that have been

outlined and highlighted as standards of the organization are generic in nature. This implies

that they are applicable to all kinds of organizations, irrespective of their size or the nature of

the product or service that they specialize in (Feldman, 2005).

Furthermore, the standards that have been established by the ISO 9000 organization are

based on the notion that the quality assurance and standards, as well as the quality

management systems that are used and deployed in an organization must be conducted and

applied in an organizational environment simultaneously to ensure that the collective effect of

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these standards and their application has been helpful in achieving some prominent

breakthrough for the organization in some of its most sensitive and vulnerable areas.

It is also important to highlight here that with the help of these standards and practices

that have been established in them, there are practices and processes presented that have been

applied and used with the help of the mutual and universal agreement of people from various

industry segments and areas.

This mutual consensus intends to establish a framework of quality management practices

and methods that can help any organziation achieve their strategic goals and objectives,

irrespective of whether it is in the form of reducing their unnecessary expenses or

streamlining their operational processes and data management. The core objective that the

presence and implementation of ISO standards help an organization achieve are:

 Ensure that the product that has been manufactured and produced by the company

intends to fulfil the requirements and expectations of the customers.

 Meet the applicable requirements and conditions that have been established and

outlined by the different regulatory and watchdog authorities regarding the ways in

which manufacturing and quality management of different organizational processes

need to be maintained and optimized.

 Introduce measures and processes through which customer satisfaction can be

enhanced in terms of the product that is being sold to them or the nature of service

that they acquire.

 To constantly make an effort and introduce measures through the help of which

different stages and processes related to the performance of the business can be

enhanced, streamlined and optimized to every possible extent.

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Furthermore, it is important to highlight here that the main approach that ISO employs

when it comes to streamlining and managing different processes related to organizational

performance is based on the combination and amalgamation of organizational as well as

financial metrics and systems that are operative in an organization with specific focus on

quality management, process controlling and quality assurance techniques through which the

aims and objectives that have been planned as per the organizational agenda and policy can

be achieved in an effective and efficient manner.

Moreover, ISO quality assurance and management standards have been successfully

established and implemented in various organziations and industries globally. According to

some of the most recent numbers, it has been revealed that more than 560,000 companies all

over the world conform to the performance and quality metrics that have been established and

outlined by the ISO standards in over 159 countries (Feldman, 2005).

However, in the case of health care related industry and the organizations that are

operating in this particular sector, the ISO certificate of conformity has only been provided to

a limited number of players globally, even in the most technologically and economically

developed countries of the world.

EFQM Model

Parallel to the ISO 9001 quality assurance standards that has been used and

implemented in various organizational settings, another quality management model that has

also evolved with the passage of time and is now readily used in organizational framework is

the EFQM model. However, before discussing the different dynamics and areas of this

model, it is important to have an understanding of the genesis of this model.

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All organizations, especially the ones that are present in the European region, are

confronted with a variety of challenges and complications on various fronts. The increasing

pressure in the form of looming and cutthroat competition between different organizations

implies that all of the organizations have to compete on a global scale with a limited amount

of resources available to each of them.

The EFQM Excellence Model intends to accentuate upon the fact that organizations

and corporations need to work in a cooperative and collaborative manner by ensuring that

they make use of all the resources present at their disposal in an innovative manner to ensure

the fulfillment of their different strategic goals and objectives.

Another important reason that has further facilitated the emergence of this model is

that the dynamics of global businesses and the ways in which they are conducted is changing

at a rampant pace (Thareja, 2007). In order to remain competitive in such an environment, it

is important for the organization to constantly introduce measures and nurture the culture of

innovation and improvement in the processes and the systems that it is working on.

This further accentuates the need for an organization to develop a better

understanding of the needs and the requirements of the different internal as well as external

stakeholders that influence the overall functioning, relevance and performance of the

organization in the long run. The EFQM Excellence Model is a framework that intends to

highlight and ensure that the nature of this complexity and the dynamics that comprise it are

understood in an effective manner.

The model which has been developed by different organizations accentuates on a

practical approach of addressing and resolving problems, and focusing on areas through

which continuous improvement in the overall processes and functions of the organization can

be introduced in an effective manner.

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It is also important to state here that the EFQM Model of Excellence consists of three

different components that are integrated and consolidated together when it comes to the

formation of the entire model. Each of these components have been described below:

The Fundamental Concepts of Excellence: These concepts of excellence help in defining

and explaining the underlying principles that help in the construction of the foundation for

achieving excellence in any organization on sustainable grounds and basis.

The Criteria: The criteria is basically the process and the entire workflow through which an

organization can actually translate the fundamental concepts of excellence into something

beneficial for the organization in the long run.

The RADAR: RADAR is a simple yet a powerful tool that helps in driving systematic

improvement in the different areas and sections of the organization.

IIP Model

The Investors in People Standard

The standard investigates practices and results inside an association under three

execution headings: driving, supporting and making strides. Under each heading, we have

recognized three key pointers.

Driving

Making reason in a quickly changing condition while growing through change have

turned out to be fundamental aptitudes for some parts. Beating associations cultivate

authority abilities at each level of the association to convey extraordinary outcomes.

Driving and raising individuals

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Pioneers make the association's targets clear. They grow and propel individuals to

convey against these goals and are trusted by individuals in the association.

Living the association's qualities

Individuals and pioneers act in accordance with the association's qualities at all

circumstances. They have the boldness and support to challenge conflicting practices.

Enabling and including individuals

There is a culture of trust and possession in the association where individuals feel

engaged to settle on choices and follow up on them.

Supporting

For some, steady change is currently ordinary. Fruitful associations are moving

towards compliment structures to empower speedier basic leadership, client centre and

readiness. Lessened overheads, better administration for clients and more fruitful associations

are the advantages of this approach.

Overseeing execution

Goals inside the association are completely adjusted, execution is measured and

criticism is utilized.

Perceiving and remunerating superior

Acknowledgment and reward is clear and proper, making a culture of gratefulness

where individuals are propelled to perform taking care of business.

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Organizing work

The association is organized to convey the association's aspiration. Parts are intended

to convey authoritative destinations and make fascinating work for individuals, while

empowering community oriented methods for working.

Progressing

The best associations are continually searching for chances to enhance by looking for

each peripheral pick up. They realize that each little change includes to empower them to

continually beat.

Building ability

Individuals' abilities are effectively overseen and created. This enables individuals to

understand their maximum capacity and guarantees that the association has the opportune

individuals at the correct time for the correct parts.

Conveying persistent change

There is an attention on nonstop change. Individuals utilize inner and outside sources

to think of new thoughts and methodologies, bolstered by a culture that supports

advancement.

Making feasible achievement

The association has an attention on the future and is receptive to change. Pioneers

have a reasonable comprehension of the outside condition and the effect this has on the

association.
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Application of these Models in an Organization

Once we are done dealing with the different dynamics and the stages that comprise

the features of the different quality management models that are used at an organizational

level, it is now important to have a look at the ways in which they can be effectively applied

in an organizational environment.

Considering the ISO model of quality management first, it is important to state that

the quality standards and metrics that have been outlined by the ISO intends to highlight and

understand the ways through which product improvement, management and optimization can

be achieved by keeping the customer focus in mind. It is presented as a standard that outlines

and guides the different stages, steps and processes that can be used for acquiring excellence

in an organizational environment.

Another major advantage that organizations can gain with the help of the ISO

standards, the guidelines and the entire framework that has been formulated is in the form of

providing proper focus and attention to the ways in which an organization can improve,

streamline and optimize their existing stages and set of processes and systems that are being

used in the organization for the manufacturing, processing and production of different

products.

ISO places greater emphasis on following systems and process related approach when

it comes to improving the quality of the products that are being manufactured as well as

produced by the company (Feigenbaum, 1983). However, at the same time, it is also

important to outline here that the ISO standards of quality management also take into

consideration the ways in which the people are involved in the overall processes and systems

that are being run in the company, the nature of their effectiveness and the ways in which
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these processes can be modified from time to time to ensure that they add greater

convenience to the overall nature of processes that are being run in the organization.

Hence, on the basis of the different components that comprise the overall standards

and their application as outlined in the ISO standards and quality metrics, it will be suitable to

state that the quality management model will be most suitable for organizations that are

involved in the manufacturing sector or specialize in the field of product development.

On the other hand, the use of the EFQM system for ensuring quality management and

implementation of all important quality standards does overlap with the metrics that have

been outlined and presented by the ISO, however, there are some areas in the EFQM system

that are worth discussing as they help in differentiating between the approaches and the

respective methods that are used for ensuring proper quality at all levels of the organization

(Hoyle, 2007).

One of the key benefits that organizations are able to obtain with the help of the

EFQM model is that the different components that comprise it can very easily be applied to

any organization, irrespective of the size, sector or maturity of the company in the sector that

it belongs to. With the help of this channel, a common platform and language is provided to

all members that facilitates the exchange of knowledge, experience, skills and competencies

among each other in a very effective manner.

It is also important to outline here that each of the three components that have been

mentioned above can further be sub-divided and explained with the help of the different

components that comprise it as well. Some of the key components that comprise each of these

have been mentioned below as well. This will help us in getting a much better understanding

of the ways in which they can be applied in an effective manner.

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A fundamental component of the model comprises on the ways through which value

can be added to customers. Organizations thrive and progress when they are able to better

understand, anticipate, adapt and fulfil to the demands that help in adding value for their

customers. In this way, organizations are in a better position to address the competitive

context and ensure their sustainability in the market as well.

With the help of the EFQM model, it is ensured that it is the management and the

other stakeholders of the organization are also proactively involved in the different stages

through which the processes running in an organization are streamlined, controlled and

optimized to better suit the needs and requirements of the customer that the organization

intends to serve. Hence, in terms of the applied scope, it can be said that the EFQM is much

broader and a wider approach, especially in terms of the ways in which it can be applied to

the organizational context and the overall environment.

Also, with the kind of approach and features that the EFQM model adds with respect

to the quality management standards, it can be said that the model is suitable for any kind of

organization, whether it deals in the manufacturing or the service sector. In addition to this,

the auditing model and standard that EFQM follows is based on the ways through which self-

assessment can be encouraged and propagated within the overall organizational structure

across the entire hierarchy of the company.

In addition to this, IIP model for quality management is mainly focused and aligned

with the ways in which human resources and the requirements to cater to the needs of the

employees working in a company so that the quality of the work that they have to perform

can be streamlined, tracked and executed in a professional manner for the organization.

One of the key benefits that organizations can obtain from the IIP model is in the form

of devising strategies that can help them in forming, executing and implementing an
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integrated management approach in an organization effectively (Pfeifer, 2002). This is

mainly because the quality management model focuses on areas ranging from the stages

involved in business strategy formulation, the approaches and standards that need to be

followed by leadership for ensuring employee productivity, motivation and fair recruitment

practices in the organizational environment.

At the same time, the model also incorporates areas through which it can effectively

handle people of the company and align their job responsibilities with their job credentials

and overall nature. It is therefore quite possible that with the help and use of the IIP quality

management model in an organizational environment, the management of people, their

alignment with business aims and objectives and the inclusion of the leadership for fulfilling

strategic business aims and objectives can be conducted and fulfilled in an effective manner.

This can particularly be signficiant for the organization when it comes to achieving their

strategic business goals and objectives in an effective manner.

Hence, it can be said that on the basis of the evaluation of the different metrics and

features that comprise the IIP quality management model, it is most appropriate and

applicable to be used and effectively implemented in an organizational environment that

mainly deals with service providing areas and have to deal with customers and clients on a

regular basis (Thareja, 2007).

Quality Management and Integrated Management Systems

One of the key aspects that need to be understood when assessing the different quality

management models is the ways in which they can be incorporated with the help of an

integrated management system of an organization. It is important to understand that

organizations today intend to work in line with an integrated management approach.

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In this approach, all different units and sub-units operating in the organization work in

a collaborative manner to collectively achieve the strategic business goals and objectives.

When implementing and following such an approach for an organization it is essential that

the natue of standards and quality metrics that are used in the organizationa and are

incorporated within the quality management framework of the company cater to the needs

and the business requirements in every possible manner.

Also, the quality management standards and metrics incorporated within the

organizational framework must ensure that all areas and segments related to process

optimization, operational streamlining as well as management of the people who are

associated with the organization are fulfilled when choosing the quality management

standard.

At the same time, it is also important to understand that when implementing a proper

quality management system in the organization, it is essential that in order to properly cater to

the needs and business objectives of the organization, it is most appropriate to implement

different standards defined by different quality management systems, all of which intend to

provide greater focus to the ways in which a business can help achieve its strategic aims and

objectives.

For example, when it comes to implementing processes through which greater

performance optimization, process streamlining and at the same time, ensuring proper

involvement of people in the entire standardization and quality management process, the

most viable quality management system can be in the form of implementing ISO standards.

However, when adhering to the standards tha have been established by ISO, there are

some areas that face marginalization. These include areas such as public responsibility and

target orientation. This can mainly be a concern for companies specializing in products who
 Quality Management Models 18

generate a major share of their revenues through manufacturing of products, as sidelining

public responsibility does not account for environmental responsibilties and standards that a

company needs to consider when manufacturing products.

This is the area where the quality management model of EFQM comes into play. This

standard incorporates features through which public responsibility areas and target orientation

of the different business aims and objectives need to be considered for all companies

irrespective of the size and the consumer base that they have (Evans, 2008). At the same

time, with the self-assessment approach of auditing that is employed in the EFQM quality

management model, it is ensured that the process of continuous improvement in the

organizational environment does not come to a halt.

Also, on a human resource level, the incorporation of the different areas that have

been highlighted by the IIP model can be very useful in the form of adhering to fair and

impartial human resource recruitment practices, defining specific job roles and

responsibilities for the employees as well as the role of the leadership and management to

ensure proper fulfilment of business objectives.

Assessment of Tehcniques for Effective Implementation

The assessment to determine the effectiveness in the implementation of these quality

management standards can be done through the use of internal as well as external means. The

ISO quality management standard has an assessment and auditing metric that it has

incorporated in its quality standards known as QA or Quality Audit.

With the help of this auditing and assessment technique the ISO is able to ensure by

conducting a comparison of the organizational performance evidence with the standards that
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have been outlined in the quality management system to make sure that the standards that are

being followed are in line with the regulations and practices outlined by ISO in the first place.

On the other hand, the quality management standard of EFQM makes use of self-

assessment or SA technique through which organizations are able to conduct proper audit of

the resources that are at their disposal, identify areas in the processes existing in the

organization that affect the overall areas of production and processing, and then formulating

proper strategies and employing measures that can actually contribute in overcoming those

loopholes.

References

Nederpelt, Peter van (2012). Object-oriented Quality and Risk Management (OQRM). A
practical and generic method to manage quality and risk. MicroData
Evans, Andy & Parker, John (2008) Beyond Safety Management Systems, AeroSafety World.
Feldman, Stuart (2005). "Quality assurance". Queue. 3: 26.
Thareja, Mannu; Thareja, Priyavrat (February 2007). "The Quality Brilliance Through
Brilliant People". Quality World. 4 (2).
Feigenbaum, Armand V. (1983), Total Quality Control (3 ed.), New York: McGraw-Hill,
Inc.
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Hoyle, David (2007), Quality Management Essentials, Oxford, United Kingdom:

Butterworth-Heinemann, p. 200
Pfeifer, Tilo (2002), Quality Management: Strategies, Methods, Techniques, Munich,
Germany: Carl Hanser Verlag, p. 5