Quality

Management
System
WILLIAM TAY Y.C.
  QUALITY POLICY
 QUALITY OBJECTIVES
 DOCUMENTATION
 PROCESS
 ROLES & RESPONSIBILTIES
 QUALITY IMPROVEMENT
Quality Policy
• It is an Organisation’s Commitment to Quality

• Must be Appropriate to the purpose of the organisation (as

per their nature of activities)

• It is formally expressed by Top Management

• It serves as a framework for Quality Objectives

• It is also a Mandatory Requirement in ISO9001

Quality Policy

1. Quality standards, methods, procedures, document control,

checks, audit, planning, measures, analysis of results

2. Regulations

3. Customers satisfaction & Requirements

4. External ISO Auditors will check for factual evidence that

QP is being carried out by ALL employees
Quality Policy

1. Must Communicate Q Policy to organisation & ensure that

it is being understood & applied

2. QP is made available as a document to all staff (especially

the Key People in the Organisation)

3. Must review, maintain and continually improve or change

Quality Policy where appropriate
Quality Objectives
1. The RESULTS to be achieved as Related to Quality

2. The Means to Achieve Quality Policy

3. Must be Appropriate, relevant for

• Top Mangement
• Departments
• Employees

4. Can be short term, medium term or long term

5. Must be consistent with Quality Policy

 Quality Objectives
6. Are carried out as
• Functional/ work task
• All different Staff Levels
• All Process

7. Must be in line with the Organisation’s Strategic Direction

8. Are working towards the relevant & conformity of

Products/sercives and towards Customers Satisfaction

9. What are the Requirements for the Planning of the

Achievement of Quality Objectives

10. Must be communicated, monitored, updated as appropriate

 Quality Objectives
11. Must be Specific
• Measurable
• Achievable
• Relevant
• Timeline

12. Quality Objectives and its progress need to be documented

13. Persons/ Staff concerned in the organisation must be fully

aware of the relevance of Quality Objectives

14. ISO Auditors will check on Quality Objectives & the staff
concerned achieving the objectives
Documentations
Documentations are needed by organisations to Ensure Effective
1. Planning
2. Management
3. Operations
4. Process Control

Documentation is carried out in the QMS Manual

1. QMS manual must state the scope of QMS, including exclusions and
details of their justification, describe the process of QMS & their
interaction
2. Must have organisation’s Quality Policy & Objectives
3. Must have documented Procedures & Records
4. Must have serialised reference on all documents, prepared by and
approved by assigned person
 Documentations
3. All Individual work tasks & activities in management,
departments, sections, job sites, etc must be documentated.
Activities include
1. Processes
2. Control
3. Data Collection
4. Check Lists
5. Flow chart
6. Owners & Process Objectives
7. Testing
8. Calibrations
9. Inspection
10. Audit
11. Project Planning & Schedule
12. Meetings, Review, Evaluations & Recommendations
13. Rewards
14. Meetings
15. Customer Feedback
Process

Process means the Activities of Using &

Managing Resources in order to enable
transformation of INPUTS INTO VALUE
ADDED OUTPUTS
Process Deployment Flow Chart/
Process Map
1. Turtle Diagram
RESOURCES RESOURCES
What? Who?

R R
E E
Q Q
U U OUTPUT
INPUT I I
R R Deliver
Create PROCESS
E E What?
What? M M
E E
N N
T T
S S

METHODS MEASURES
How Done? What Results?
Process Deployment Flow Chart/
Process Map
2. SIPOC Diagram
SUPPLIERS INPUTS PROCESS OUTPUTS CUSTOMERS

• Raw Materials • Manpower • Look for new • Product • Young People

• Sources • Resources Customer • Timely • Students
• Manufacturers • Equipment Segment Delivery • Service
• Suppliers • Increased Holders
quality

Look for new Find Customer Identify Critical Develop Test Prototype
customer Needs Needs Prototype & go to
segment production
Process Deployment Flow Chart/
Process Map
3. Process Flow Chart

Teller
Customer Customer Makes
Start Arrives Request
inquires after
ID

Is YES Is ID
Log Check Balance
Balance Valid?
Transaction
Enough?

NO
Give cash to
Client Reject
Process Requirement
• Adequate Identification & Description of Process

• To be reviewed and approved for Suitability and Adequacy

• Ensure the Availability of WHEN/WHERE needed.

• Ensure Adequate Internal Control, Protection, Storage,

Preservation.

• Know the Process Objectives (Intended Results)

• Know the Process Inputs

• Know the Expected Process Outputs

Process Requirement
• Have a proper Process Operation, Control & Criteria

• Have a mechanism for Monitoring, Measuring- Performance

Indicators

• Identify people who are Responsible and authorities

• Identify all need Resources (including Competencies of Persons)

• Address Risks & Opportunities

• Continuous Improvement in the Process

• Evaluate Process Objective

Process Evaluation
1. Evaluate the Competence of Person(s) Regularly

2. Evaluate the Controls

3. Evaluate the Performance, Result & Effectiveness

4. Evaluate Implementation, Maintain, Confirm, Checks

5. Management Evaluation & Review decision on Process,

Performance & Conformity
Process Change
1. Any process change must be planned

2. Process must be carried out as per plan

3. Ensure it must meet Process Requirements

4. Ensure it must be Communicated

5. Ensure continuing Conformity

Roles & Responsibilities
Different Roles: We are always evolving and playing different
Roles
1. As A Child
2. As an Adult Student
3. As a Career Adult
4. As an Employee
5. As a Manager
6. A Director General
7. As a Boss
8. As a Spouse
9. As a Friend
10. Etc

Expectation from the respective roles will come with

Responsibilities & Requirements from each Role.
Human Resource Director
1. HR & Boss must develop an Organisation Chart

2. Organisation Regulations, Policy & Requirements must be

designed and understood by all staff & employees

3. Jobs description and its responsibilities, its requirements in

skills, experience & academic, and authority at each level
must be written, communicated & understood. Remuneration,
benefits if any, annual leave, sick leave, hospitalisation leave
must be clearly written, communicated & understood

4. Proper records and annual records of each individual

employee including all top management must be maintained
Roles of Top Management Staff
1. Permanent Secretary, Deputy Permanent Secretary, Director &
Assistant General Director, Senior Architect, Senior Engineer,
Financial Director, General Manager, Manager, Senior
Supervisor, etc..
2. Understand the organisation chart and its relation to their
Role
3. Understand the organisation’s Policy & Objectives
4. Understand the organisation’s Rules & Regulations
5. Each respective Role must have a written job description with
Authority & reporting lines at each level.
6. Understand the QMS in the organisation and how each must
perform their Role
Roles of Top Management Staff
7. Have a long term staff & employee training program
8. Properly comprehend to work with cross functional leads in
charge
9. Properly comprehend & work, give & receive instructions from
subordinates & supervisors
10. Have proper procedures, instructions, methods, standards &
measurements and communication systems in place
11. Discuss and review at Top Management meetings, operational
meetings etc
12. Carry out annual appraisal on subordinates
13. Ensure subordinates & employees are motivated & loyal and
in line with organisation’s objectives
Roles of Lower Management
Employees
1. Junior Engineers, Architects, draftsman, drivers, mechanics,
general workers etc
2. Understand their sectional organisation & relation to their
Role
3. Need to understand the Organisation Policy, objectives and
Rules & Regulations
4. Have a written job description with Authority & clear
reporting lines at their level plus employee benefits &
remuneration
5. Understand customer need & requirements. Understand
supervisor’s needs
Roles of Lower Management
Employees
6. Properly comprehend to work cross functional people, carry
out work as per procedure, work instructions, method,
standards. Ensure records are available.
7. Have appraisal carry out every year
8. Attend sectional meeting if needed and give feedback for
improvement
9. Attend trainings as provided
10. Be active in their part in Quality Improvement
Roles of No.1 Person in
Organisation
1. Design Policy, Objectives, Organisation Rules & Regulations
2. Remuneration, Benefit & Promotions
3. Stratygise planning & review with Top Management
4. Organisation growth, Vision & Mission
5. Lead and drive fellow Heads of Departments
6. Public Relations and building a good image
7. Commit to QMS & People Development
8. Ensure Budget Compliance (Profit for Commercial Cos)
Quality Improvement
What is Quality?
Quality is defined as the Degree of Customer satisfaction or the
degree of excellence of something
Who should carry out Quality Improvement?
1. Commercial Private Business Organisation
2. Big or Multi-National Corporations
3. Small Companies
4. Government Institution, Ministries, Schools, Universities etc
5. Non-Government Organisations
6. All Associations
7. Any other Organisations
Quality Improvement
What to Implement:
The Big Concepts Include
1. TQM
2. KEIZEN (Japanese Philosophy- Continuous Improvement of working
practices/personal efficency)
3. JIT (Just In Time)
4. ISO/QMS
5. Others

What is the Benefit

1. Good & Expected Quality
2. Effectiveness
3. Efficiency
What is Involved

1. Commitment & Involvement by all Senior Management Staff,

Middle Management & All Employees and Vendors
2. Reducing cycle time and applying PCCA
3. Improving People’s Capabilities, Skills and Improve Team &
Leadership
4. Reducing Production/Service Cost
5. QMS System Improvement
6. Process, Procedures, Instructions, Methods, Standards,
Application, Review and Improvement
7. Policies, Objectives, Improvement & Strategic Planning
How Important is Quality
Improvement
1. Business become extinct- (Eg: Typewriter Business)
2. Traditional/ old system schools are gone
3. Chalk & Chalk Board
4. Modern Health care is replacing traditional ones
5. Better safety when travelling by Aeroplanes
6. Communication through emails, SMS, mobile. Compared with
traditional letters, phone calls through land lines
7. Jobs become redundant or lesser in needs
Personal Improvements
Things you do everyday, weekly, monthly, half yearly or yearly
1. Attend Meetings
2. Prepare content material
3. Read, answer mail, phone calls, SMS
4. Planning, thinking & making decisions
5. You delegate work
6. You chair a meeting
7. You do secretarial or administrative work
8. Arrange site work/ project
Personal Improvements
9. Prepare contract tender documentations
10. Carry out testing, engineering calculations, drafting works
11. Carry out logistic work, warehousing
12. Carry out Human Resource & Training & Records
13. Carry out Finance, Budgeting, Accounts reporting etc
14. Carry out Public Relations work
15. Design required structures
16. Design Architectural Buildings or Structures
17. Carry out strategic planning
My Job Improvement
Task (What) Specific Work Activity How to Improve
Daily Task
1.
2.
Weekly Task
1.
2.
Monthly Task
1.
2.
Half Yearly/ Yearly
1.
2.
Others

Name-

Approved by i/c-