Corporate Services
ISO 9001:2000
What is the primary purpose of the quality management system? This question, while seemingly simple, is really not that straightforward. The quality system standards in use today have gone through multiple cycles of revision, with each cycle adding to the scope of what is, or can be covered. The quality management system is now more of a business management system. In addition, quality management as a function has also evolved, proceeding from a primarily product-focused science practiced by skilled professionals to a more global process-oriented set of tools, practiced by both specialists and generalists throughout the organization. The plethora of quality-related tools and programs has both expanded and confounded what quality management is, at least in the eyes of the executives responsible for leading the organization.
In essence, the quality management system is what we make it. Satisfaction of the end use customer, or consumer, has been and will continue to be a primary focus of the quality management system. From a strategic perspective, satisfaction of the consumer’s needs is a basic requirement for corporate growth and profitability. The original ISO 9000 series of standards were targeted on producing products and services that met this customer group’s requirements. The current version of the standard, as well as other quality performance models such as the Malcolm Baldrige National Quality Award, have continued this focus with increased requirements directed at measuring customer satisfaction.
The challenge for the organization in accomplishing this strategic objective is in truly understanding what the customer’s needs really are. To do this, the organization must understand and define how it adds value from the customer’s perspective. The organization must develop the customer value proposition for each customer segment that it serves. Once identified, the organization must build competencies well beyond the minimum requirements of ISO 9001:2000 in areas of strategic importance.
In addition, a quality management system has other customers as well, including employees, suppliers, management, shareholders, and others who have an intense interest in the performance of the organization. Being able to satisfy their needs is an important consideration in the achievement of sustained superior business results.
In summary, therefore, a quality management system can be used to address the needs of multiple groups of internal and external customers. The extent to which each customer group is satisfied, and the level of emphasis placed on specific internal operations, is a strategic choice which depends on the manner in which the firm seeks to satisfy its external customers. Tradeoffs must be made in terms of the level of resources applied and capabilities developed.
At Baker College we have the knowledge and the experience needed to develop a QMS that addresses the needs of both your internal and external customers so as to deliver both immediate and sustained business results. We will take the time to understand your strategic goals and the needs of your suppliers, employees and management team. We will identify the realization and support processes that are critical to the attainment of your strategy, and will work with you to develop a unique and focused implementation plan using the appropriate tools and methods.
Seminars and areas of consultation include:
- ISO 9001:2000
- Gap Analysis
- Process-Based QMS Auditing
- Strategic Quality Management
- Process Mapping
- Documentation Development
- Corrective / Preventive Action
- Supplier Quality Management
- Training Program Management
For more information about ISO 9001:2000 seminars and areas of consultation, complete the request form or call (810) 766-4242.