Empower Your Business with an Online Contact Management System for Product Quality

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hi my name is florian from quality guru where i answer your questions and share knowledge about quality management today we'll talk about what is a quality management system quality management is all about meeting the requirements meeting the requirements of our internal organization that means the requirements we give to ourselves how we want to work and how we want to be and on the other hand the requirements coming from the outside that means from our customers maybe from the government maybe from other relevant stakeholders all these requirements we as an organization want to meet always just right in order to be perfectly aligned with them that we don't get into any issues and problems and that we can serve them especially here our customers in the best possible way it's also a strategic decision how we want to place our company in the marketplace because if our requirements are higher we need to deliver on a higher level and if our the requirements are lower we consistently can and need to meet the requirements on a lower level so those are strategic decisions and a quality management system can help us to ensure that we are always meeting the requirements on the spot not too high not too low but just right there where we want them to be one of those systems is for example the iso 9001 but today i would like to give you a very easy and simple introduction into what a quality management is and there are only five steps how you could establish easily a quality management system for your organization so what would you need to do first so first step would be that you somehow define the vision or the direction with regards to quality for your organization and this is called in the iso 9001 for example a quality policy quality policy gives us the direction it tells on a piece of paper how the leadership team thinks about quality and what are their what is their main vision how they want to the people to behave in the organization towards quality there could be something like zero defect policy yeah we don't want to have send any defects to our customers we want to comply with legal regulations we want to meet all the requirements of our customer and we want to continuously improve and learn from our mistakes we want to be excellent we want to be maybe even the best in the marketplace so those are typical aspects of a quality policy and they give the organization the employees and the teams a clear direction of where the management wants to go with this company second step would be that you would do some planning so now you see you get this quality policy but now how would you like to implement it into the business so you have to break it down in some operational terms and here one first step is that you need a process approach for the company you need to plan your business process how you want to ensure that you meet all these requirements so you can for example say okay my customer wants this and how what do i need to do in order to ensure that i always give this on this level to my customer and then you can think backwards what are the steps i have to do and write down a business process first i do this second this third is force this and at the end i'm always able to deliver the right value and quality level to my customer so when you do this planning you can also put objectives for the customer which are relevant for them for example like zero defects i don't want any returns for my customer return program delivery on time will make my customer happy i can measure the customer satisfaction directly with surveys so i can put all those objectives together with my business processes my procedures and my standards and put the system in place and then i run it and this would be the next step so after my planning i would then go into the operations and then test it out is it really working and then i see if my planning was correct or not and even if it's correct now the world is constantly changing also my customers are changing maybe i even have several different customers and then i go and check the next step which is i measure it and i review my results so i have my process i run my operations and then i measure the results to see if what i'm doing is really meeting the requirements it's really meeting what my customer needs and here i review it and then in the final step the leadership team should look at those results when they're reviewed and then take some action for example it could be that they're not meeting certain requirements and then they have to do some analysis and go back and take some actions to make it better and then this is basically the start of the continuous improvement journey because they get better and better and better at meeting the customer requirements more consistently on a better level on a higher level with less resources with less deviation and this is what a company over time will make an excellent company the final step is now that you have this system you don't want to lose it never ever again so you establish it once and then you maintain it and then you continuously improve upon it and for this step you should perform some audits that means that independent people empowered people in the organization or outsiders from another organization from another company maybe service provider come to you and audit you and tell you what you are doing good and what you could do better and where you are even violating your own standards or the standards of other parties such as your customer so all these steps together build up a very simple and basic quality management system based on your organization it could be a little bit bigger and more complex or if you have a smaller and younger organization it could be very simple and very lean so based on your needs based on your business model based on your targets you could then tailor-made this kind of approach to your needs and you can build a structure which helps you to always reach your quality results and ensures that your organization meets the requirements let me know what you think about this what kind of experience do you have with quality management let me know in the comments i'm looking forward to reading them and see you in the next video