Transcript Benefits of a Certified Quality Management System

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NAPBS 2009 Annual
Conference, April 19-21
“Preparing For the Future”
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Benefits of a Certified
Quality Management System
 General Overview
– Companies with a quality management
system (QMS) are poised to generate
better products in a more efficient
manner, while also constantly striving
to meet customer service goals and
objectives. Internal standards serve
to meet and exceed external standards,
as set by our clients.
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Who Is This Guy, Anyway?
 Your Speaker…
 Business Development
Manager, SJV & Associates
 Member of NAPBS Research
Provider Committee
 Member of NAPBS
Conference Committee
Ambassador Program
 Recently Published Article
on QMS, In current NAPBS
Journal
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In our industry, what is a
QMS?
 A formalized system that
documents the structure,
responsibilities, and
procedures required to
achieve effective results, in
the area of quality.
 A QMS is not one piece of
paper, or singular code of
conduct.
 They are not Golden Passes,
that assure a client of
perfection in all things.
 QMS are evolving systems
that can change or adapt in
order to improve business.
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In our industry, what is a
QMS?
 What does a QMS Serve to accomplish?
 Answering Phones, Customer Service Interaction, Day-to-Day
Operations, Data Transmission, Quality Assurance for
Research and Reporting of Results, ETC.
 Each of these processes is documented, tested, and put into a
formal method of training (also documented) for new and
existing employees, to ensure internal standards of quality
are obtained, company-wide.
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In our industry, what is a
QMS?
 Don’t all groups possess a QMS, in one form or
another?
 This can be a very gray area for some companies…
- Versus -
Uhh, yes, our QMS is intact as a
system to manage quality! You
betcha!
Yes, we have a third-party certified QMS to
prove our efforts towards quality, accuracy,
and customer satisfaction are taking place.
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Why Is a QMS Important?
 Within our industry, we deal primarily
with data, and more importantly, how
individuals and groups interpret and
report data.
 Terms such as ‘Data Is Data’ or ‘All Data
Is The Same’ are void of any concept of
how the data is obtained, reported, and
transmitted from group to group.
 A QMS is important, because it provides
sound structure on how the information
our industry values is treated, along
every step or process, from end-user to
courthouse researcher, and vice versa.
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Why Is a QMS Important?
 The quality of data exchanged
between groups is often desired
to be lean, or rid of excess
waste such as wrong identifiers,
jurisdictions, etc.
 The function of a QMS is to
promote the healthiest practice
possible, that will ultimately
reduce the amount of waste, aka
ERRORS, that occur.
 Isolating procedures that are
faulty or defective to prevent
mistakes from occurring.
 Identifying the most efficient
procedures, and making their
practice become mandatory.
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Why Is a QMS Important?
 The more efficient a company runs, the fewer errors will
occur, while operating at a high rate of productivity.
 This begins in training, as the documented procedures
within the QMS are demonstrated and put into practice
from the beginning of an employee’s tenure.
 The less time spent on correcting ‘rookie mistakes’
equals more time spent interacting with your clients,
developing better relationships through superior quality
of service.
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Examples of a QMS In Action
 Data Entry
 Status Request from
Vendors
 Reporting Status
Updates to Clients
 Criminal Records,
Interpretation,
Validation, and
Reporting
 Error Reporting and
Resolution
 Customer Service
Interaction
 Vendor Evaluations
A proper QMS serves to enforce
consistency in areas where work
procedures are in place, to
create the highest quality
results possible.
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Examples of a QMS In Action
 We’re only
human…and mistakes
do and will happen in
the future.
 QMS don’t exist to
prevent every single
error from
occurring, but
errors that CAN be
prevented, often
times are caught by
the processes
throughout the
QMS.
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Examples of a QMS In Action
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More importantly,
when an error is
discovered, what
happens next?
Is there a set standard
of how to respond to
the client regarding
the error?
What steps can be
taken, and documented,
to show that a similar
error in the future will
not be committed?
This is the evolution
that the QMS provides,
as it changes
procedures to promote
better quality results.
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Certification of a QMS
 Certification of a QMS simply exhibits that you are actually
doing what you ‘say’ the QMS is doing.
 Third-Party certification, that has no direct bearing on
your company’s goals or objectives.
 Auditing of all processes within the QMS, and developing
new areas where a process may be required.
 Although it is not absolutely necessary to certify a QMS,
there are several benefits of possessing a certification.
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Certification of a QMS
 As this presentation is an informative piece on the benefits of
a QMS, this is neither a formal endorsement for any thirdparty certification, nor is this a step-by-step process on how
your individual group can obtain a certification.
 There are two well-known groups that provide certification
to a QMS:
– ISO – International Organization for Standardization
– Six Sigma – Business Management Strategies
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Certification of a QMS
 The name of the game when it comes to
certification is…
“ACCOUNTABILITY”
 Third-party certification shows that an external
group as audited your quality management system,
along with your employees, to demonstrate you
are performing all necessary steps to ensure the
highest quality products, results, widgets, etc.
 Failure to perform these steps correctly, can
result in a loss of certification.
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Core Benefits of a QMS
1. Increased Efficiency
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Companies seeking certification have given a lot of thought
to their processes and how to maximize quality and
efficiency.
Once certified, the processes are established and
guidelines are in place for anyone to follow easily, making
training, transitions, and trouble-shooting all the more
easier.
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Core Benefits of a QMS
2. Increased Revenue
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Studies have shown that companies with a
certified QMS experience increased productivity
and improved financial performance, as
compared to uncertified companies.
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Core Benefits of a QMS
3. Employee Morale
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Defined roles and responsibilities, accountability of
management, established training systems, and a clear
picture of how their roles affect quality and the overall
success of the company, all contribute to a more
satisfied and motivated staff.
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Core Benefits of a QMS
4. National/International Recognition
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Many certifications are recognized both nationally and
internationally as being the authority on validating and
improving existing QMS.
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Core Benefits of a QMS
5. Factual Approach to Decision Making
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Certification standards set out clear instructions for
audits and process reviews that facilitate information
gathering and decision making based on the data we
handle.
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Core Benefits of a QMS
6. Supplier Relationships
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Mutually beneficial relationships are a key attraction
towards certification.
Testing evaluations, processes for documenting changes
with a supplier’s account or service, and setting up new
suppliers is consistent to ensure customer satisfaction.
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Core Benefits of a QMS
7. Documentation
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Certification standards require documentation of all
processes and any changes, errors, and discrepancies.
This ensures consistency throughout production, and
accountability of all staff.
It also guarantees traceable records are available in
case of non-compliance issues.
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Core Benefits of a QMS
8. Consistency
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All processes from research, development, production,
data transmission, etc. are defined, outlined, and
documented, ensuring that changes are well planned and
implemented in the best possible way to maximize
efficiency.
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Core Benefits of a QMS
9. Customer Satisfaction
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Client confidence is gained because of the universal
acceptance of the national or international standards
of certification.
Quality service is a product of efficiency and
consistency.
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Core Benefits of a QMS
10. Process Improvement
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Certification outlines exist for audit processes,
management reviews of company performance, and
improvement processes based on the results.
Improvements are carefully planned and implemented
based on factual data, using a system of documentation
and analysis, to ensure the best decisions are made for
the company.
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Now What?
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We have defined what a
QMS is, what it’s
purpose is, and how
third-party
certification will
enhance its purpose
and a company overall.
Let’s open the floor to
any questions, and
also an open
discussion amongst
ourselves.
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Topics Of Discussion
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Previous Experiences with QMS?
Testimony of Positive Or Negative
Experiences with QMS?
Suggestions For Groups That Are
Unfamiliar with QMS and Certification
Why Aren’t More Groups Aware of
this, and Utilizing QMS?
Why Aren’t Potential Customers
Aware of Using Groups With a QMS,
Certified or Not?
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Reference Citations
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International organization for standardization http://www.iso.org/iso/about.htm
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Top 10 Reasons to Get ISO 9001:2000 QMS
http://biotech.about.com/od/isocertification/tp/ISOQMS.htm
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Six Sigma Training http://www.sixsigmaonline.org/index.html
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ISO 9001 Quality Management –
http://www.isoqar.com/iso9001/qualintro.htm
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