QUALITY

MANAGEMENT
SYSTEMS
(QMS)
Quality Management Systems
Definition
 The single most important process in any
organization

 defines the purpose of quality for the organization

it represents.
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).
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
 Quintessential Features of Six Sigma
Quality Assurance
 Six Sigma Quality assurance approach
and methods have set a benchmark for
excellence. It has been done by simply
raising the standards of quality through
the implementation of a systematic
quality management approach. The
Quality system suggested by Six Sigma
has created quite a buzz in almost every
industry, including healthcare, retail,
BPO, etc. Such state-of-the-art methods
are developed with the sole objective of
testing crucial products and services. To
ensure that they are fulfilling the criteria
of desired standards and customer’s
expectations about the products are
successfully met. With the ever-
increasing demand for quality products,
Six Sigma quality management has
become the prime concern for
organizations all over the world for
survival and profitability.
 Six Sigma Green Belt approach
is not only about ensuring
quality in production, but also
about promising and delivering
excellence. Promising quality is
all about assuring the vital
customers that the services and
products being provided are of
the best quality. For delivering
quality consistently, it is of
paramount importance to adapt
to the industry-approved testing
techniques and methodologies.
It is the job of the quality
assurance office to look after all
such aspects of product
development and deliver
excellence.
Roles and Responsibilities of
Quality Assurance Officer
1. He is responsible for ensuring the quality of products and
services and thereby taking care of the entire process of
QA in the software development cycle.
2. It is a quality assurance officer’s lookout to maintain the
high standards of a product or service.
3. One of the most important responsibilities is that he has to
improve the already set QA standards.
4. He is also responsible for over-view sales statistics and
checks out the possible drops in sales because of the not-
so-good quality of products and services.
5. It is the responsibility of the QA officer to make sure that
the definition of quality is understood by all the
employees to achieve the common goal.
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.
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.
 ensuring that the needs of the customers are in
alignment with the company's goals
 Measuring customer satisfaction.
Leadership - aims to unite the employees toward the same
overall goal and create a productive environment.
 effectively communicating the company's desired future
path
 setting goals for the employees
 Ensuring the employees has the resources that they need.

Involvement of People -All members of the company should

be involved, regardless of position. The benefits:
 improved sense of responsibility of the staff
 Employees taking an interest in self-improvement
System Approach to Management - identifying the
interdependence of the different processes in the company and
managing these processes as a complete system.
 creating a system through which the company's goals can be
efficiently achieved
 Providing a better understanding to the employees of how to
achieve common objectives.
 Continual Improvement - should be an on-going process.
This is done by
 establishing goals
 measuring performance
 Providing training for employees.
Factual Approach to Decision Making - should be based on
data analysis and factual information. This approach includes
 making data available to those who need it
 Analyzing data using valid methods.

 Mutually Beneficial Supplier Relationships- Obtaining

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