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 dependence 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
challengin employee
g goals contributions
Establish a vision and Equip and
direction for the empower Model
organization 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
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© 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
treated as a process. as
processes
This will provide for a systematic Deploy
resources
effectively Measure
definition of activities in order to meet the
capability
of
the stated goals and identify the activities
resources required to meet those goals.
Prioritize
improvement Identify
opportunities linkages
between
activitie
s
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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 04
improvements
Align 03
improvement
activities
02
Improve
organizational
performance and 01
capabilities
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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 Actions to correct Improvement There is
written process problems were activities were evidence that
or methodology taken timely and tested and the patient safety
appropriately. results were processes were
for
recorded and improved and
improvement. implemented.
controlled
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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.
0
1
04
Collaborat Establish
e on relationshi
improvem ps
ent and considering
developm both the
ent 02 short and
activities long term.
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. © 2022 Productivity and Quality Institute, Alexandria, All rights reserved
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
It behavior
Shared attitudes,
Inclu beliefs, customs, and
des written and unwritten
rules
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 culture Workplace
environment practices
in
the workplace
ph Poli
i l o c ie
Vi issi lue
s i o on s
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 Change
into behaviors
business Principles for
objective mobilizing
organizationa
l culture
Deploy your Focus on
authentic critical
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 Leaders creates a
participate in quality and patient just culture to
safety initiatives, encourage
safety
monitoring, and reporting errors
rounds.
improvement and near misses
activities.
© 2022 Productivity and Quality Institute, Alexandria, All rights reserved
© 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
Is a flux mix of There is some
framed experiences, knowledge within the
values, contextual More
organization that is
details
information, and B not passed on or only
expert insight that will be
ut available to one or a
hande
provides a few people. This lack
framework for d later
of knowledge could
evaluating and lead to ineffective
incorporating new performance of the
experiences and © 2022 Productivity and Quality Institute, Alexandria, All rights reserved
Thank You