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hello my name is Ben Tomac from quality professional Consulting Group and in this short video we're going to learn what is the quality management system the quality management system were mostly referred as QMS is a formalized system that documents processes and procedures and assigns roles responsibilities and accountabilities for achieving established quality objectives and effective and efficient quality management the call to management system helps organizations to manage organizations activities in order to meet customer and regulatory requirements and improve its effectiveness and efficiency on a continual basis by the definition the effectiveness means the extent to which plant activities are realized and planned the results are achieved in simple words the effectiveness means are we doing the right things to achieve the result that we want also by the definition the efficiency means relationship between the result achieved and the resources used in simple words efficiency means how much resources like manpower time costs machines equipment material and many others we use to achieve the results that we want we can be effective but not efficient and vice versa efficient but not effective in order to produce the optimal results from our quality management system we need both attributes to be present effectiveness and efficiency the implementation of code management system affects every aspect of organizations performance the most important benefits of formalized quality management system include providing better quality of products to the customers leading to enhance customer satisfaction and market expansion and continually improving the organization processes by producing the consistent results preventing mistakes reducing costs ensuring that processes are defined and controlled responsibilities and accountabilities are clear and there is a process for continual improvement within the organization the main purpose of quality management system is to help organization to strategically determine direction involve all employees continually improve processes eliminate errors and reduce waste assure and enhance customer satisfaction and deliver quality products or services the enhancement of customer satisfaction is the most important task of quality management system but the entire process of creating quality starts with customer requirements while recognizing customer needs and expectations sometimes these needs and expectations are explicit and formalized to the regularly established purchasing process but sometimes these needs and expectations are known hence the organization that is capable to determine them and translate them into a specific product or service can gain capital advantage on the market so if we consider that everything starts with customer requirements explicit or unknown we need the process which we call quality planning in order to properly plan all activities related to this process called the planning is defined as a set of all activities that consider and determine all applicable quality standards specifications aspects established practices resources and sequence of activities that are relevant to a particular product service process project or program quality planning is further deployed on strategic tactical and operational level ulti planning is essential part of any quality initiative because if it is not performed properly the rest of the processes will not achieve attendant results regardless of their flawless execution in this phase the organization wants to properly review or applicable requirements technical drawings and specifications and based on that to develop adequate operational process that will be able to deliver intended results after quality planning we need to deploy Quality Assurance process Quality Assurance is a set of all planned and systematic activities carried out within the air quality management system so that the requirements of the quality of the product or service are fulfilled by the users Quality Assurance is usually referred as an activity that manages documentation development and Control necessary to perform required activities in the organization in this phase the organization wants to document it practices to be able to consistently repeat the operations that provide intended results after Quality Assurance we need to utilize quality control Quality Control is defined as a set of all techniques and activities intended to observe measure and evaluate the critical characteristics of aspect of a particular product or service in order to meet the requirements of the customers or end-users in this phase the organization wants to verify that the output from its processes meets the requirements by utilizing some comparison techniques this aspect of quality that is usually checking in this stage is usually called conformance to requirements these requirements are usually specified the documented their total of eight critical dimensions of quality that can be used to determine the quality of product or service the first dimension of quality is performance performance refers to our products primary operating characteristics and this dimension of quality involves measurable attributes different brands that produce similar products or provide similar services can usually be ranked objectively on individual aspects of performance overall performance rankings however are more difficult to develop especially when they involve benefits that not every customer needs the second dimension of quality is feature features are usually the secondary aspect of performance the attractive additional features and characteristics of product and service that supplement their basic functioning the line separating primary performance characteristics from secondarily features is often difficult to draw the third dimension of quality is reliability reliability reflects the probability of our product malfunctioning or failing within a specified time period because this measure requires a product to be used for a specified period it is more relevant to durable goods than to product services that are consumed instantly the fourth dimension of qualities conformance conformance is the degree to which a product design and operating characteristics meet established standards the two most common measures of failure in conformers are defect rates in the factory and once a product is in the hands of the customer the incidence of service calls the fifth the mention of qualities durability irritability is a measure of product life your ability has both economic and technical dimensions technically your ability can be defined as the amount of you is one gets from a product before it deteriorates alternatively it may be defined as the amount of use one gets from a product before it breaks down and replacement it's preferable to continue to repair the sixth aspect of quality or dimension is serviceability serviceability is the speed courtesy competence and ease of repair consumers are concerned not only about product breaking down but also about the time before service is restored the timeliness with which service appointments are capped the nature dealings with service personnel and the frequency between service calls or repairs failed to correct outstanding problems in those cases or problems are not immediately resolved and complaints are filed accompanies complaints handling procedures are also likely to affect customers ultimate evaluation of product and service quality 7 dimension of quality is aesthetics statics is a projected dimension of quality how product looks fields sounds tastes or smells is a matter of personal judgment and reflection of individual preference on this dimension of quality it may be difficult to pleasure everyone the last dimension are each dimension of quality is perceived quality consumers do not always have complete information about products or service attributes indirect measures may be their only basis for comparing brands a product durability for example can seldom observe directly it must usually be inferred from various tangible and intangible aspects of the product in such circumstances images advertising and brand names in other words marketing can produce significant inferences about quality rather than the reality itself which can be critical to some consumers after quality control usually use called improvement quality improvement is defined the set of all organized efforts they change certain processes for better which as a result positively influence the level of quality of the product or service provided to the customer or end-user in this phase the organization wants to establish practices that will enhance it processes and result in improved effectiveness and efficiency the customer is a party that directly buys products or service from organization while the end user is the party that uses product or services in most cases they are the same quality management involves managing all these processes in the organization in order to generate a value for the customers and end users and meet their requirements and expectations with effective use of processes and the efficient utilization of all resources in the organization in this phase the organization wants to optimally manage all previous processes that make the best use of them as the final result of collective effort of all these processes the organization should produce customer satisfaction which is the ultimate reason for companies as business if we observe our quality model with multi planning or assurance called control called improvement and quality management and if we add design and development to the planning process and innovation - called improvement process and called a cult culture as cohesion element - all these processes we have a model of the total quality management system the most prominent way to implement formalized court management system is to utilize iso 9001 standard the iso 9001 is the most recognized and implemented quality management system standard in the world the iso 9001 standard specifies the requirements for a quat management system that organizations can use to develop their Altan management systems more about iso 9001 standard in the next video what is the iso 9001 standard thank you for watching this and if you want to stay informed about this particular matter please do not forget subscribe to our Channel