What is ISO Quality Management?

What is ISO Quality Management?

Well firstly, let’s get a handle on the players in the quality management business.


ISO (International Organization for Standardization) is the world’s largest developer and publisher of International Standards. This organization is responsible for developing and publishing International Standards like the quality assurance standard ISO9001:2008. This organization takes no part in the implementing of standards into companies.

ISO 9001:2008

The recognised numerical identification of the most current Quality Management Standard that is published by the International Organization for Standardization (ISO).

ISO 9001 Image

Quality Management System (QMS)

A Quality Management System is designed to direct and control an organisation with regard to quality. It should establish policy and measurable objectives with the aim
of continuously improving on achieving those objectives.

In lay mans terms a QMS means implementing the following:

  1. A quality manual which outlines the direction, scope, objectives, employee and physical resources of the quality management system.
  2. Documented procedures that describe the manufacturing or service processes within your company.
  3. Keeping adequate records.
  4. Checking output for defects, with appropriate and corrective action where necessary.
  5. Regularly reviewing individual processes and the quality system itself for effectiveness and facilitating continual improvement.

Customer Satisfaction and Continuous improvement

A quality management system involves developing, implementing, monitoring and reviewing processes / systems that will ensure Customer Satisfaction and Continuous improvement within your company.

There are millions of pages written about quality assurance. What we always tell our clients is that quality assurance can be wrapped up in two phrases.

  1. Customer Satisfaction
  2. Continuous Improvement Culture

Customer Satisfaction

It’s fair to say that a company will only survive if it creates and retains satisfied customers. Customer satisfaction will only be achieved if the company offers services and products which respond to customers’ needs and expectations’.

Customer Satisfaction

Continuous Improvement

Establishing a continuous improvement culture within your company demonstrates to your customers and all stakeholders that you are serious about improving the quality of goods and services offered into the market place. By setting measurable goals and plans for your business a company is better able to adapt to the ever changing market place.

Management Commitment

In order for a QMS to be successful in any company, a high level of management commitment and involvement that supports a customer-focused environment is essential. Senior management must be actively engaged in implementing, monitoring and reviewing the performance of the quality system within their organisation. The key benefits of implementing ISO9001:2008 will not be realised if the management do not engage and drive the system through the company.

About Paul McDonnell

Paul McDonnell is an experienced quality and environmental management consultant at C-technology Services.
This entry was posted in Quality Control, Quality Management and tagged Continuous Improvement, Customer Satisfaction, International Standards organisation, ISO 9001:2008, ISO Quality Management, Quality assurance. Bookmark the permalink.

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