Quality management system design: A visionary approach

Abstract

The quality management systems of many large companies have evolved by default rather than by design. Retrieving this situation to produce an effective and efficient quality management system (QMS) is never easy—there always seem to be too many other priorities. This paper addresses this difficult issue by discussing the process devised by the author that is being used to transform the QMS used by BAE SYSTEMS, Aircraft Programmes. The process uses the derivation of an agreed QMS vision as the basis for establishing ‘what's in it for me’ statements that are used to gain senior management desire/commitment for/to the proposed change. Selecting the appropriate time to propose such a change can have a significant enabling effect on the ability to gain agreement. With this mandate, cross-functional QMS users (sufferers) and quality professionals jointly agree change objectives and produce a detailed design for review and agreement amongst key stakeholders. Prime QMS users are involved throughout to maintain ownership and to provide confirmation that the changes will indeed realize the estimated benefits. Critically, throughout the development communication and training programmes are concurrently provided so that when the new QMS is launched, information owners and users can implement the change with familiarity and confidence. Post implementation activities provide initial intensive support to overcome any learning curve difficulties, measurement to confirm successful implementation and the establishment of an easy mechanism for users to propose further improvements.