Quality Assurance
Module 3:
Quality Assurance in Quality Management System
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What is quality management system ?
Why Implementing quality management system?
Benefits of quality management systems.
Lecture
outline Principles of Quality management system.
Organizational culture “ Assignment ”.
Organizational Knowledge “ Assignment ”.
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What is
Quality
Management
System?
Module 3: Quality Assurance in Quality Management System
© 2022 Productivity and Quality Institute, Alexandria, All rights reserved
What is quality management system?
A QMS is much more than
A common-sense way a comprehensive set of
of organizing the business rules. It will help you
processes that affect the manage your business
quality of your products more effectively and
and services improve the performance
of your organization on an
ongoing basis
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“Say what you will do and
Do what you say !”
Prove it ! Improve it !
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Why Implementing Quality Management System?
Understanding that quality isn't just the responsibility of
A quality team , it is everyone’s responsibility.
Documented procedure and work instructions form the basis
B for repetitions and become the “ way we do business”.
Less necessity on key individuals , responsibility &
C accountability for key tasks disturbed across work force.
D Monitoring & Measuring of KPI’s improve management oversight.
Increase profitability as productivity improves & rework costs
E are reduced.
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Principles of Quality Management System (QMS)
Process
Approach Customer
Focus
Involvement
of People Principle Improvement
of
QMS
Leadership Relationship
Evidence Management
Based Decision
Making
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Customer Focus
▪ Customer’s needs and expectations need to be identified and achieved
Measure customer satisfaction
Understand the needs of existing and
future customers
Meet customer requirements
Align organizational objectives with
customer needs and expectations
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Customer focus
▪ The Key benefit:
o Increase the revenue and market share through having system in place
which is flexible and rapid responses to market opportunities.
o Increase the effectiveness in the use of organizations’ resources to
enhance customer satisfaction and loyalty.
▪ Application of the principle:
o Research and understand customer needs and expectations.
o Thorough communication along the entire organization.
o Systematically manage the customer relationships.
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Leadership
▪ Must show their commitment to the QMS by leading, communicating and uniting
everyone in the organization to achieve the company’s desired goals and by providing
the resources necessary to them.
Set Recognize
challenging employee
goals contributions
Establish a vision and direction Equip and
for the organization empower Model
employees organizational
values
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Leadership
▪ The Key benefit:
o People will understand and be motivated towards the organization’s goals and
objectives.
o It enables processes and activities to be evaluated and aligned in an appropriate
way.
▪ Application of the principle:
o There will be a need for a clear vision of the organization’s future.
o Creating and sustaining shared values, fairness and ethical role models at all levels.
o Empowering people with resources, training, and freedom.
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Discussion
Just Take a break!
“Uniting everyone in the team to
achieve desired work is one of
leader’s roles”
Watch this video to see what we mean. Play Video
© 2022 Productivity and Quality Institute, Alexandria, All rights reserved
© 2022 Productivity and Quality Institute, Alexandria, All rights reserved
Involvement of people
▪ Irrespective of their position in the company everyone is involved in the QMS.
Ensure that Enable Enable learning Enable open Make people
people’s participation in and knowledge discussion of accountable
abilities are continual sharing problems and
used & valued improvement constraints
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People Involvement
▪ The Key benefit:
o Staff will be motivated, committed and involved within the organization.
o Creating a work force which is innovative in achieving organizational
objectives.
▪ Application of the principle:
o Organization workforce must understand the importance of their contribution
and role in the organization.
o Identify constraints to their importance.
o Accept ownership of problems and their responsibility for solving them.
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Process Approach
▪ All activities in the organization are
Manage
activities as
treated as a process. processes
▪ This will provide for a systematic Deploy
resources
definition of activities in order to meet effectively Measure
the
capability of
the stated goals and identify the activities
resources required to meet those goals.
Prioritize
improvement Identify
opportunities linkages
between
activities
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Process Approach
▪ The Key benefit:
o Effective use of resources.
o Improved performance.
o Lowers costs.
▪ Application of the principle:
o Definition and establishment of clear ownership of key activities.
o Analysis, measure the capability of key activities.
o Identifying the interfaces of key activities within and between the functions.
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Improvement
Measure improvement
consistently
Empower people to
make improvements 04
Align improvement 03
activities
02
Improve organizational
performance and
capabilities 01
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Improvement
▪ The Key benefit:
o Performance advantage gained through improved organizational capabilities.
o Alignment of improvement activities at all levels.
▪ Application of the principle:
o Employing a consistent organization-wide approach to continual improvement
of all the aspects of the performance.
o Making quality improvement an objective for everyone in the organization.
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QPI.14
Appropriate and sustained improvement activities are performed within approved time frame.
Evidence of compliance
01 02 03 04
There is a written Actions to correct Improvement activities There patients
process or problems were taken were tested and the evidence that safety
methodology for timely and results were recorded processes were
appropriately. and implemented. improved controlled
improvement.
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Decision Evidence-Based-Making
01 02 03 04
Ensure the Use Make Balance data
accessibility appropriate decisions analysis with
of accurate methods to based on practical
and reliable analyze data analysis experience
data
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Decision Evidence-based-making
▪ The Key benefit:
o Decisions are made by the use of accurate, live and reliable data.
o Provides and opportunity to review and change opinions.
▪ Application of the principle:
o Data and information shall be reliable, accurate.
o Information should be accessible to those who uses it.
o Use a valid methods for analyzing data and information.
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Relationship Management
Identify and select
suppliers to manage
costs, optimize resources,
and create value.
01
04
Cooperate on Establish
improvement relationships
and considering
development both the short
activities and long term.
02
03
Share expertise,
resources, information,
and plans with partners
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Relationship
Management
▪ The Key benefit:
o Increase the ability to create value for both parties.
o Improve the speed of response to changing market.
o Achieve optimization of costs and resources.
▪ Application of the principle:
o Establishment of relationships which balance short-term with long-term gain
for both parties.
o Pooling of expertise and resources with partners.
o Providing clear and open communication and sharing information and future
plans.
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Organizational
Culture
Module 3: Quality Assurance in Quality Management System
© 2022 Productivity and Quality Institute, Alexandria, All rights reserved
Organizational Culture
▪ Underlying beliefs, assumptions, values and ways of interacting that contribute
to the unique social and psychological environment of an organization.
Organization’s expectations,
philosophy, as well as the values
that guide member behavior
It
Shared attitudes, beliefs,
Include customs, and written and
unwritten rules
s
It is part of Organizational
knowledge
We will know the meaning of it later
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Business leaders
▪ Are vital to the creation and communication of their
workplace culture. However, the relationship between
leadership and culture is not one-sided.
▪ While leaders are the principal architects of culture, an
established culture influences what kind of leadership is
possible.
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Leadership
t
Co
en
m
em
m
un
ag
ica
an
tio
M
ns
What affects
Work
environmen
culture Workplace
practices
t in
the workplace
Vi issi lue ph Poli
sio on s ilo cie
m va
so s &
an
n
ph
d
,
ie
s
People
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Work with and with
in your current
cultural situations
Link behaviors
into business Change
objective behaviors
Principles for
activating
organizational
culture
Deploy your Focus on critical
accurate informal behaviors
leaders
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Discussion
“Watch this video and in your
own words guess the meaning of
organizational culture”
It is your own assignment. Play Video
© 2022 Productivity and Quality Institute, Alexandria, All rights reserved
© 2022 Productivity and Quality Institute, Alexandria, All rights reserved
OGM.16
Leaders create a culture of safety and quality within the facility.
Evidence of compliance
01 02 03
Leaders Leaders support quality Leaders creates a just
participate in and patient safety culture to encourage
initiatives, monitoring, reporting errors and
safety rounds.
and improvement near misses
activities.
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© 2022 Productivity and Quality Institute, Alexandria, All rights reserved
Explicit knowledge
"Can be expressed in words and
numbers and can be easily
communicated and shared in the form of
hard data, scientific formulae, codified
procedures or universal principles ".
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Tacit knowledge
“Something not easily visible and
expressible. It is highly personal and hard
to formalize. Subjective insights,
perceptions and guesses fall into this
category of knowledge."
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Sources of Knowledge
▪ Internal source (e.g. intellectual property; knowledge
gained from experience; lessons learned from failures
and successful projects; capturing and sharing
undocumented knowledge and experience; the results of
improvements in processes, products and services);
“company need to maintain it within the organization”
▪ External source (e.g. standards; academia; conferences;
gathering knowledge from customers or external
providers).
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Organizational knowledge
More
details
Bu
will be
t handed
later
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Thank You