1st Edition
Building Quality Management Systems Selecting the Right Methods and Tools
Quality has quickly become one of the most important decision-making factors for consumers. And although organizations invest considerable resources into building the right quality management systems (QMSs), in many instances, the adoption of such quality improvement tools are just not enough. Building Quality Management Systems: Selecting the Right Methods and Tools explains exactly what directors, practitioners, consultants, and researchers must do to make better choices in the design, implementation, and improvement of their QMSs.
Based on the authors’ decades of industrial experience working on business improvement projects for multinationals looking to design or improve their QMSs, the book discusses building QMSs based on two important organizational elements: needs and resources. It begins with an overview of QMSs and systems thinking and the impact of QMSs on financial performance. Illustrating the process management approach, it reviews the most well-known business and quality improvement models, methods, and tools that support a major QMS.
The authors introduce their own time-tested methodology for designing, implementing, and enhancing your own QMS. Using their proven method, you will learn how to:
- Implement a strategic quality plan based on your specific needs, capabilities, cost–benefits, policies, and business strategies
- Select the right models, methods, and tools to be adopted as part of your QMS
- Understand the critical success factors and implementation challenges
- Evaluate the level of maturity of your QMS and your implementation efforts
Highlighting the importance of quality as a way of life, this book supplies the understanding you’ll need to make the right choices in the development and deployment of your QMS. With a clear focus on business performance and process management, it provides the basis for creating the quality management culture required to become a world-class organization.
Introduction
Knowledge-Based Economies, Competitiveness, and Innovation
Quality Management Systems
QMSs and Competitive Advantage
Innovation and Design
From Quality Inspection to Business Excellence
A Systems Approach to Quality Management Systems
Quality Management Systems and Business Strategy Alignment
Measuring QMS Performance
Understanding the Way to Business Excellence
Understanding the Vision and the Future
Summary
Key Points to Remember
References
Further Suggested Reading
Business Excellence Models
Introduction—QMSs and Business Models
Business Excellence Models
Evolution of BEMs
Comparison of QMSs
Quality Management Standards
Leading to an Integration of Management Standards
Summary
Key Points to Remember
References
Further Suggested Readings
Process Management
Introduction
Managing by Processes
Defining Processes
Importance of Process Management
Role of Information Technology (IT)
Developing IT Competence
IT in Process Management
Identifying Key Processes
Value Stream Mapping and Modeling
Process Improvement Agenda
Summary
Key Points to Remember
References
Further Suggested Readings
Quality Management Systems and Business Processes Diagnostic
Introduction
Defining the QMS Maturity Level
Interpretation and Diagnosis
Performing the Assessment Using the MDI
Identifying Strengths and Opportunities for Improvement in the Organization’s Business Processes: A Self-Assessment Approach
A Best-Practice Approach for Conducting a Self-Assessment Process
Stage 1: Setting the Organizational Environment for the Self-Assessment Process
Stage 3: Forming and Training the Assessment Team
Stage 4: Collecting the Data and Information Needed for the Self-Assessment Process
Stage 5: Assessing and Scoring
Stage 6: Achieving Consensus
Stage 7: Producing the Feedback Report
Quality Management Audits
Role and Importance of the QMS and Business Processes Diagnostic on Operational Improvement and Business Strategy
Summary
Key Points to Remember
References
Further Suggested Reading
Strategic Quality Planning
Introduction
Strategic Decision Making—Why Does It Matter?
Strategic Quality Planning Model for the QMS
First Stage: Business Analysis
Second Stage: Strategy Formulation—Objectives, Mission, Vision, and Values
Third Stage: Deployment—Putting Plans into Action
Fourth Stage: Evaluation and Control—Setting the Metrics to Measure Performance
Using SQP in a Pharmaceutical Company
Cost–Benefit and Non-Cost–Benefit Analysis
Summary
Key Points to Remember
References
Further Suggested Reading
Building the QMS and Business Improvement Plan by Selecting the Right Models, Methods, and Tools
Introduction
Business and Quality Improvement Models, Methods, and Tools: A Classification
Selection Criteria
Criterion 1—Needs
Criterion 2—Cost–Benefit
Difficulties with Cost–Benefit Analyses
Criterion 3—Resources
Identification of Resource Needs
Allocation of Resources
Criterion 4—Capabilities
Identification of Capability Needs
Selecting the Right Models, Methods, and Tools
Previous Stages to the Selection of Business and Quality Improvement Models, Methods, and Tools
Selecting the Right Models, Methods, and Tools
Diagnostic and Selection of the Right Models, Methods, and Tools
Summary
Key Points to Remember
References
Further Suggested Reading
QMS Implementation
Introduction
QMS Implementation Challenges
Critical Success Factors for the Implementation of the Selection Methodology
CSF 1: Strong Committed Leadership and Good Decision Making
CSF 2: Motivated, Committed, and Participative Labor Force
CSF 3: Process-Oriented Focus
CSF 4: Organizational Culture That Supports Continuous Improvement (CI)
CSF 5: Effective Communication
Awareness of Some Barriers to QMS Implementation
Managing Change
Linking to Selection Methodology
Summary
Key Points to Remember
References
Further Suggested Reading
QMS and Business Processes Evaluation
Introduction
Follow-Up Activities
Follow-Up Evaluation Method
Defining the QMS Maturity for Follow-Up Eva
Follow-Up Evaluations for Business Processes
Follow-Up Evaluations of Quality Management Audits
Lessons Learned and the Management of Knowledge for Business Excellence
Summary
Key Points to Remember
Further Suggested Reading
Beyond Quality Management Systems
Brief Summary
Quality Management Culture: A Way of Life
The Never-Ending Improvement Process
Customers’ Needs, Requirements, and Expectations
Set Specific Objectives
Value-Added and Business Value-Added Processes
Review and Evaluate Progress toward Objectives
Quality Methods and Tools
Becoming a World-Class Organization
Summary
Key Points to Remember
References
Further Suggested Reading
Index
Biography
Luis Rocha-Lona, Jose Arturo Garza-Reyes, Vikas Kumar