Quality Creation vs Quality Assurance

Quality practitioners now-a-days tend to treat the term quality assurance as being too narrow for purpose. They prefer instead to talk about quality management or quality systems. History shows that over-emphasis on the term ‘assurance’ can drive a limited kind of quality, which would not necessarily guarantee satisfaction. Continue reading “Quality Creation vs Quality Assurance”

How much dissatisfaction will customers tolerate?

Ideally, quality is naturally inherent in the product, in a way that dissatisfaction is simply never an issue. In the real world, however, organisations and their operating environments are dynamically complex. Everything that interacts has variability. The provision of a product or service will rely on hundreds, if not thousands, of small interactions Continue reading “How much dissatisfaction will customers tolerate?”

Documenting an IMS

The integrated management system should define processes that can affect the planning, operation and control of all of the system standards that the organisation has adopted. The process definition should describe what, who and how well something is to be done, which in standards terms are inputs, outputs, responsibility and criteria. Do not define processes for Continue reading “Documenting an IMS”