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Quality Management Systems to enhance its customer satisfaction. Customers wants their products/ services to satisfy their needs and expectations. These needs and expectations of the customer can be referred to as customer requirement and can be organization’s product specification. The organization may determine customer requirement by customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and dealer reports. Customer requirement may also be specified in a contract. Ultimately the customer determines whether he want to accepts the product. The organization needs to improve continually their products and process to enhance customer satisfaction as customer requirements keeps on changing because of competitive pressure and improvement in technology in general.Implementing quality management system helps the organizations to analyse customer requirement, determine the process which are needed by the organization to produce product which meet customer requirement and is acceptable by the costumer. It also ensures that processes are under control. Quality management system can be a framework for continual improvement by enhancing customer satisfaction and also satisfaction of other interested parties such as employees, regulatory and statutory authorities, shareholders and society at large. Implementing Quality management system will give confidence to the customer and organization and other interested parties that the organization will provide products/services which will consistently fulfill requirements.
It is the responsibility of the top management of the organization through its leadership qualities and action by following the Eight principles of quality management and creating an environment where people are fully involved ensure that quality management system operate effectively.
A audit can be defined as a systematic, independent and documented process for obtaining audit evidence and evaluating it objectively to determine the extent to which audit criteria are fulfilled. Audits are used to determine the extent to which the quality management system requirements are fulfilled. Audit findings can be defined as a results of the evaluation of the collected audit evidence against audit criteria. Audit findings can indicate either conformity or non-conformity with audit criteria, or opportunities for improvement. Audit findings are used to assess the effectiveness of the quality management system and to identify opportunities for improvement.
The quality management system is that part of the organization’s management system that focuses on the achievement of results, in relation to the quality objectives, to satisfy the needs, expectations and requirements of interested parties, as appropriate. The quality objectives complement other objectives of the organization such as those related to growth, funding, profitability, the environment and occupational health and safety. The various parts of an organization’s management system might be integrated, together with the quality management system, into a single management system using common elements. This can facilitate planning, allocation of resources, definition of complementary objectives and evaluation of the overall effectiveness of the organization. The organization’s management system can be assessed against the organization’s management system requirements
