Business Process Outsourcing 21 (BPO2)

(Module 2)

QUALITY MANAGEMENT SYSTEMS

(QMS)

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Topics Overview
 Quality Management System (QMS)
 Significance of Quality Management Systems
 Methods of Quality Management Systems
 Considerations of Quality Management Systems
 Components of Quality Management Systems

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Definition –

• the single most important process in any organization

• defines the purpose of quality for the organization it represents.

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Significance –
• Since the world's demand for products has grown exponentially, the
demand for quality in production have grown together.
• Competition has also been a strong factor in this and so has something
known as "the global village" (where companies are competing on a
global level).

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Methods –

• Quality methods have been developed which attempts to control quality

improvement through statistics. An example of a modern quality
management system is the Six Sigma, a statistical method which makes
sure that every single item measures up to strict quality criteria.

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Considerations -
When considering a quality management system, it is of paramount
importance to consider a Quality Management System (QMS) that is
expressed as resources, processes, procedures and organizational structure.
• Resources will require specific technology and a share on the networked
computer system.
• Processes will have to be taught and learned by participants in the
scheme.
• An organization will need to be built to support it.

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Components of Quality Management Systems

• Customer Focus. This principle conveys the importance of identifying and

addressing the customer's needs and going beyond the customer's
expectations.
o ensuring that the needs of the customers are in alignment with the
company's goals
o measuring customer satisfaction.

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Components of Quality Management Systems

• Leadership - aims to unite the employees toward the same overall goal and
create a productive environment.
o effectively communicating the company's desired future path
o setting goals for the employees
o ensuring the employees have the resources that they need.

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Components of Quality Management Systems

• Involvement of People. All members of the company should be involved,

regardless of position. The benefits:
o improved sense of responsibility of the staff
o employees taking an interest in self-improvement.

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Components of Quality Management Systems

• System Approach to Management - identifying the interdependence of the

different processes in the company and managing these processes as a
complete system.
o creating a system through which the company's goals can be efficiently
achieved
o providing a better understanding to the employees of how to achieve
common objectives.

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Components of Quality Management Systems

• Continual Improvement - should be an ongoing process. This is done by

o establishing goals
o measuring performance
o providing training for employees.

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Components of Quality Management Systems

• Factual Approach to Decision Making - should be based on data analysis

and factual information. This approach includes
o making data available to those who need it
o analyzing data using valid methods.

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

Quality Management Systems

Components of Quality Management Systems

• Mutually Beneficial Supplier Relationships. Obtaining harmonious and

beneficial relationships with suppliers involves
o establishing relationships that address the short- and long-term goals of
both the company and the suppliers
o providing inspiration and giving praise to the supplier

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 Business Process Outsourcing 2 (BPO2)
(Module 2)

References

• International Organization for Standardization Baldrige National Quality

Program
• International Organization for Standardization: Quality Management
Principles

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