What is a QMS (Quality Management System)?

A quality management system consists of a number of processes aimed at efficient and accurate delivery of a value proposition to a customer, client, or end-user. The objective is to meet customer expectations and achieve satisfaction.

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How does a Quality Management Systems Work?

A Quality Management System must usually align all aspects of the delivery of the company's value proposition (including procedural aspect and strategic objectives) through its policies, operational procedures, leadership and motivational methods, resource allocation, and distribution of information. A Quality Management Process is one element of a QMS. Each process should be documented (and perhaps certified) with regard to how it contributes to the overall system of quality management. The idea of continuous improvement regards how these various processes are carried out. Examples of processes might include:

• Ordering
• Planning
• Measurement
• Audit
• Problem Solving
• Compliance Activities
• Training

Quality Management is generally thought to include:

• Accurate and consistent processes and outcomes in the delivery of a value proposition;
  • Note: This generally employs testing and verification through statistical methods, such as random sampling.
• Resource allocation (including human capital management and output standards);
  • Note: Human capital management general concerns motivation, cooperation, synergies, communication, problem signaling, and continuous improvement cycles.
• Sustainability and Transparency (including repeatable process and adequate disclosure of information to company stakeholders).

The most well-known quality management system is the ISO 9000 family of quality standards. It is an international standard adopted widely in most industrial countries. The elements common to the quality standards include:

• Quality objectives
• Quality manual
• Organizational structure and responsibilities
• Data management
• Processes including purchasing
• Product quality leading to
• customer satisfaction
• Continuous improvement including corrective and preventive action
• Quality instrument
• Document control

Related Topics

• Business Performance Measurement
• Benchmarking
• Balanced Scorecard
• Economic Value Added
• Activity-Based Management
• Quality Management
• Action Profit Linkage Model
• Business Activity Monitoring
• Gap Analysis
• Strategy Diamond
• BCG Growth-Share Matrix
• GE McKinsey Matrix
• Value Reporting Framework
• Pyrrhic Victory