Building Quality Management Systems Selecting the Right Methods and Tools

Quality has quickly become one of the most important decision-making factors for consumers. And although organizations invest considerable resources into building the right quality management systems (QMSs), in many instances, the adoption of such quality improvement tools are just not enough. Building Quality Management Systems: Selecting the Right Methods and Tools explains exactly what directors, practitioners, consultants, and researchers must do to make better choices in the design, implementation, and improvement of their QMSs.Based on the authors’ decades of industrial experience working on business improvement projects for multinationals looking to design or improve their QMSs, the book discusses building QMSs based on two important organizational elements: needs and resources. It begins with an overview of QMSs and systems thinking and the impact of QMSs on financial performance. Illustrating the process management approach, it reviews the most well-known business and quality improvement models, methods, and tools that support a major QMS.The authors introduce their own time-tested methodology for designing, implementing, and enhancing your own QMS. Using their proven method, you will learn how to: Implement a strategic quality plan based on your specific needs, capabilities, cost–benefits, policies, and business strategies Select the right models, methods, and tools to be adopted as part of your QMS Understand the critical success factors and implementation challenges Evaluate the level of maturity of your QMS and your implementation efforts Highlighting the importance of quality as a way of life, this book supplies the understanding you’ll need to make the right choices in the development and deployment of your QMS. With a clear focus on business performance and process management, it provides the basis for creating the quality management culture required to become a world-class organization.

IntroductionKnowledge-Based Economies, Competitiveness, and Innovation Quality Management Systems QMSs and Competitive Advantage Innovation and DesignFrom Quality Inspection to Business ExcellenceA Systems Approach to Quality Management Systems Quality Management Systems and Business Strategy AlignmentMeasuring QMS PerformanceUnderstanding the Way to Business Excellence Understanding the Vision and the FutureSummary Key Points to RememberReferencesFurther Suggested ReadingBusiness Excellence ModelsIntroduction—QMSs and Business ModelsBusiness Excellence ModelsEvolution of BEMsComparison of QMSsQuality Management StandardsLeading to an Integration of Management StandardsSummary Key Points to RememberReferencesFurther Suggested ReadingsProcess ManagementIntroductionManaging by Processes Defining Processes Importance of Process ManagementRole of Information Technology (IT) Developing IT Competence IT in Process ManagementIdentifying Key ProcessesValue Stream Mapping and ModelingProcess Improvement AgendaSummary Key Points to RememberReferencesFurther Suggested ReadingsQuality Management Systems and Business Processes DiagnosticIntroductionDefining the QMS Maturity Level Interpretation and Diagnosis Performing the Assessment Using the MDIIdentifying Strengths and Opportunities for Improvement in the Organization’s Business Processes: A Self-Assessment Approach A Best-Practice Approach for Conducting a Self-Assessment Process Stage 1: Setting the Organizational Environment for the Self-Assessment Process Stage 3: Forming and Training the Assessment Team Stage 4: Collecting the Data and Information Needed for the Self-Assessment Process Stage 5: Assessing and Scoring Stage 6: Achieving Consensus Stage 7: Producing the Feedback ReportQuality Management AuditsRole and Importance of the QMS and Business Processes Diagnostic on Operational Improvement and Business StrategySummary Key Points to RememberReferencesFurther Suggested ReadingStrategic Quality PlanningIntroductionStrategic Decision Making—Why Does It Matter?Strategic Quality Planning Model for the QMS First Stage: Business Analysis Second Stage: Strategy Formulation—Objectives, Mission, Vision, and Values Third Stage: Deployment—Putting Plans into Action Fourth Stage: Evaluation and Control—Setting the Metrics to Measure PerformanceUsing SQP in a Pharmaceutical Company Cost–Benefit and Non-Cost–Benefit AnalysisSummary Key Points to RememberReferencesFurther Suggested ReadingBuilding the QMS and Business Improvement Plan by Selecting the Right Models, Methods, and ToolsIntroductionBusiness and Quality Improvement Models, Methods, and Tools: A ClassificationSelection Criteria Criterion 1—Needs Criterion 2—Cost–Benefit Difficulties with Cost–Benefit Analyses Criterion 3—Resources Identification of Resource Needs Allocation of Resources Criterion 4—CapabilitiesIdentification of Capability NeedsSelecting the Right Models, Methods, and Tools Previous Stages to the Selection of Business and Quality Improvement Models, Methods, and Tools Selecting the Right Models, Methods, and Tools Diagnostic and Selection of the Right Models, Methods, and ToolsSummary Key Points to RememberReferencesFurther Suggested ReadingQMS ImplementationIntroductionQMS Implementation ChallengesCritical Success Factors for the Implementation of the Selection Methodology CSF 1: Strong Committed Leadership and Good Decision Making CSF 2: Motivated, Committed, and Participative Labor Force CSF 3: Process-Oriented Focus CSF 4: Organizational Culture That Supports Continuous Improvement (CI) CSF 5: Effective CommunicationAwareness of Some Barriers to QMS ImplementationManaging ChangeLinking to Selection MethodologySummary Key Points to RememberReferencesFurther Suggested ReadingQMS and Business Processes EvaluationIntroductionFollow-Up ActivitiesFollow-Up Evaluation Method Defining the QMS Maturity for Follow-Up Eva Follow-Up Evaluations for Business Processes Follow-Up Evaluations of Quality Management AuditsLessons Learned and the Management of Knowledge for Business ExcellenceSummaryKey Points to RememberFurther Suggested ReadingBeyond Quality Management SystemsBrief SummaryQuality Management Culture: A Way of LifeThe Never-Ending Improvement Process Customers’ Needs, Requirements, and Expectations Set Specific Objectives Value-Added and Business Value-Added Processes Review and Evaluate Progress toward Objectives Quality Methods and ToolsBecoming a World-Class OrganizationSummary Key Points to RememberReferencesFurther Suggested ReadingIndex

Luis Rocha-Lona, Jose Arturo Garza-Reyes, Vikas Kumar