All posts containing Quality management


Total Quality Management (TQM): Improve Processes & Keep Customers Happy

TQM-total-quality-management

What caused the global financial crash in 2008?

Failures of AIG, Lehman, Merrill, and other major financial firms? Disproportionate risk-taking by banks and lenders? Deregulation within the financial industry? Development of new ways to finance mortgage products? Excessive lending and borrowing in the housing market?

Yes, yes, yes, yes, and yes.

However, these causes only tell half the story behind the financial meltdown that morphed into the biggest global recession since the Great Depression (Covid-19 aside).

What was the root cause? The real reason behind the enormous cost to the economies of many countries and the lost fortunes of millions of families?

A lack of total quality management (TQM).

Paul Moore, former head of group regulatory risk at HBOS (part of the Lloyds Banking Group since 2009), dubbed this crisis as ‘the biggest quality failure of all time.’

Total quality management stems from the belief that mistakes can be avoided if everyone is behind the continual process of detecting, reducing, and eliminating errors.

If organizations from within the financial sector believed in putting quality first, and positioned culture and people above profit margins and structure, the events leading up to the crisis could have been avoided.

Just imagine how different things might have been had the financial sector been managing their quality in a similar way to ISO 9001!

We’ll continue to explore this concept later but, before we do, let’s look at what else we’ll cover in this Process Street post:

Let’s get going!

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AS9100: The Quality Management System that Changed Aerospace

AS9100

Ladies and gentlemen, this is your captain speaking. We have a small problem. All four engines have stopped.” – Eric Moody, British Airways Captain, Business Insider

The words no one wants to hear when they’re tightly strapped into an aluminum tube, flying at 900kph, 35,000 feet up in the air.

One in three Americans either feels anxious or scared to fly and 73% are fearful of mechanical problems during flight.

On a flight from Kiev to Toronto, several screws fell out of the ceiling onto my lap…When air started sucking out of a loose seam around my window, I really started to panic.” – Nate Drescher, The Travel

But air travel in the United States is the safest in the world. The odds of dying in a car accident are about one in 5,000. The odds of dying in a plane crash are about one in 11,000,000.

So, putting our fears aside for a second, why is flying the safest way to travel?

Well, partly because of the advances in aircraft design, technology, and engineering, but mostly because of Aerospace Standard (AS) 9100. The International Quality Management System standard for the Aviation, Space, and Defense industry.

A person would have to fly on average once a day every day for 22,000 years before they would die in a U.S. commercial airplane accident” – Dr. Arnold Barnett, FlyFright

Whether you’re an avid flyer, an aviation expert, or an aerospace supplier, join me as we fly through the following AS9100 topics:

Fix your seat in an upright position, fasten your seatbelt, and prepare for take-off…

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Best QMS Software for Quality Management Systems: Which is Right for You?

quality management system software

Implementing a quality management system (QMS) is an important investment companies cannot overlook.

One Harvard Business Review study found that companies with an ISO 9001 certification have much higher rates of “corporate survival, sales, employment growth, and wage increases than a matched group of non-adopters.”

For instance, 65% of companies save $25,000 or more in costs within their first year of implementing a QMS.

Adopting a QMS software can also boost efficiency and consistency of work, increase customer satisfaction, raise product value, and reduce unnecessary costs and overall risks.

A good quality management system is all about achieving a quality-driven culture within your company, and as a result, making your product better and marketing it faster. But in order to access these benefits, it’s important that you choose the right QMS solution for you and your company.

In this Process Street article, we’ll be going over the foundation of everything you need to know before choosing your quality management system software.

We’ll be covering:

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What is ISO 9000? The Beginner’s Guide to Quality Management System Standards (Free ISO 9001 QMS Template)

What is ISO 9000? The Beginner's Guide to Quality Management System Standards (Free ISO 9001 QMS Template)

In 2018, Apple rolled out their brand new iPad Pro; top-of-the-line, cutting-edge, very slightly bent- wait, slightly bent?

Customers on social media and several on the MacRumors forums have discovered their iPad Pros exhibited this slight bend straight out of the box.

Of course, Apple’s response was that this was completely normal, and absolutely not a defect.

Despite the publicity Apple gives its “ultra precise” quality manufacturing process, more and more issues like these are appearing. The bendy iPad Pro is looking less like an exception, and more like an increasingly problematic trend.

Here’s a comprehensive quality breakdown (quite literally) of the iPad Pro in question:

It’s interesting to note that while Apple is bragging about premium materials such as the sapphire camera lens cover, tests like the scratch durability test done in the video above pose glaring questions to Apple’s quality standards.

Other quality management blunders from Apple’s recent track record include:

  • iPhone X: Major factory defect on phone screen making it unresponsive to touch;
  • iPhone XS/XS Max: A repeat of antennagate, except this one might be un-fixable with software;
  • Apple Watch: Batteries will swell and crack or detach the screen.
  • iPad Pro 2017: An older iPad model sold until November 2018 reportedly develops strange screen glitches;
  • MacBook Pro: Users have reported and Apple has admitted to serious defects (resulting in data loss and failure) with the solid-state drives inside 13-inch models, as well as severe performance issues with i9 CPUs and sound distortion at low volume;
  • Macbook/Macbook Pro: Defective keyboards in models from 2015 to 2017.
  • That’s a lot of issues for a company that continues to charge top dollar, push prices up, and boast a reputation as a pioneer in quality assurance.

    Obviously, and for whatever reason, there is a problem somewhere in Apple’s quality management process.

    Quality control and management is important to ensure the customer gets the value they deserve, and quality management standards like those defined by the ISO 9000 family exist to make quality management work better.

    Although Apple has received certification for ISO 27001 (an information security management standard), it doesn’t appear that they have any ISO 9000 certification for quality management. Who knows, if they had, perhaps they wouldn’t have so many QC issues?

    In this article, I’ll be looking at the ISO 9000 family of quality management standards, breaking down the basics and giving you a few free checklist templates to get you started with your own quality management system.

    Here’s exactly what I’ll be covering:

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    What is Quality Management? The Definitive QMS Guide (Free ISO 9001 Template)

    QUALITY MANAGEMENT

    Deepwater Horizon – arguably one of the most catastrophic industrial disasters of human history, and the estimated largest marine oil spill in the history of the petroleum industry.

    It also happens to be one of the most abysmal failures of quality management by any company, period.

    On an otherwise unsuspecting evening of April, 2010, approximately 50 miles off the coast of Louisiana in the Gulf of Mexico, the first in a chain of quality management related failures became glaringly apparent as the emergency response protocols were enforced after an oil leak in the drilling well was discovered.

    The oversights were as follows:

    • Lack of proper quality assessment resulted in weak, potentially contaminated cement or “drilling mud” used in the initial failsafe failing to properly block the leak.
    • Fluid pressure tests were not properly carried out and clear warnings were ignored.
    • Rising oil and gas levels were not properly monitored.
    • The final failsafe on the ocean floor, designed to close the leaking pipe shut, failed to close due to the conditions of the drill pipe.

    The aftermath of this chain of negligence left 11 people dead, caused over 130 million gallons of oil to leak into the Atlantic Ocean, and cost over $62 billion in damages.

    Not one point of failure, but four. Clearly not an anomaly, this disaster was the result of a series of systematic failures that uncover a dark truth about the reality of cost-cutting and disregard for quality control.

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    What is a Quality Management System? The Key to ISO 9000

    Quality Management System

    What do Three Mile Island, the Hubble Telescope, and the Ford Pinto have in common?

    They all had fatal flaws caused by their substandard quality management systems.

    While most failures that could be solved with a thorough QMS don’t result in a combined $3.9 billion in damages and 180 deaths, it’s impossible to argue that such a system couldn’t also bring massive benefits to your own business.

    To name but a few, these effects include:

    • ISO compliant
    • Being more productive
    • Becoming more efficient
    • Reducing employee turnover
    • Systems for measuring and tracking successes and failures
    • Better customer loyalty
    • Not causing a nuclear meltdown

    Sadly, quality management system explanations tend to come with a lot of jargon and dry text. That’s why we here at Process Street bring you this guide on how to create and implement one.

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    Visual Management: How to Communicate Effectively with Your Workforce

    visual-management

    Click here to visually map and improve your business processes now!

    Did you know that visual information is processed 60,000 x faster than text?

    This explains why the average person remembers only 20% of what they read but 40% of what they see. This also explains why most companies use a form of visual management to communicate with their employees.

    Let’s do a little test to see if people, in general, respond better to visual cues than text.

    Look at these two depictions of a traffic light below.

    One is a sentence describing a traffic light, and one is an image of a traffic light. Both traffic lights are on different colors:

    1. The traffic light is on red.

    2.visual-management

    At the end of this Process Street post, we’ll see which color traffic light you remember! No cheating mind!

    In the meantime, I’ll take you through the following topics to explain what visual management is and how you can use it to effectively communicate with your employees:

    Ready?
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    How to Use The Deming Cycle for Continuous Quality Improvement

    deming cycle headerUnderstanding quality and seeking to improve it is arguably the core purpose behind undertaking process improvements.

    But where did this philosophy of process improvement come from?

    One key person is William Edwards Deming – sometimes referred to as Edward W. Deming. He’s principally a statistician, but one could even call him a philosopher of science.

    Deming’s goal was to reapply the scientific method to business processes, and has left us with two main variants of his thinking: PDSA and PDCA.

    In this article we’ll outline:

    Deming’s approach is not just about improving processes, but about improving a whole business.

    In a recent meta-study from the British Medical Journal, researchers found only 2 out of 73 studies had applied PDSA in a way which fully met criteria. Commenting:

    To progress the development of the science of improvement, a greater understanding of the use of improvement methods, including PDSA, is essential to draw reliable conclusions about their effectiveness.

    And that’s why we’re writing this article!

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    How to Apply 7 Change Management Principles to Your Remote Workforce

    change-management

    This is a guest article by Dan Fries – entrepreneur, investor, and writer. Dan shows bootstrapped entrepreneurs and business owners how to prepare for an exit by making better long-term financial decisions.

    The only constant thing in business is change.

    Whether you are seeking to grow your business or looking to adapt your model to evolving market conditions, implementing strong change management techniques is key to keeping your business agile and sustainable.

    Effective change management techniques have many different elements, some of which Process Street has covered before. For instance, checklists for teams can help you to keep a careful track of the development of your team, and these ten templates that optimize creative workflow management can provide your team with the flexibility and creativity they need to stay ahead.

    One of the biggest obstacles to applying change management techniques in the contemporary workforce is the rising number of freelance, remote workers.

    In this Process Street post, we’ll cover the following seven key principles for managing change within a modern, remote workforce:

    Let’s get stuck in.

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    Quality Control: How to Get It Right With 19 Free Templates

    Quality control

    As I stood, staring at my big toe which had somehow poked its way through a layer of polyester, it occurred to me that:

      1. These 2-month-old running shoes definitely needed to be disposed of.
      2. I will not be buying from this poor quality brand again.

    In this scenario, I had fallen victim to poor quality control measures.

    Purchasing a pair of running shoes not robust enough to meet my needs meant I, as a consumer, was not satisfied and did not repeat my custom with the given brand.

    This reaction is to be expected.

    A study by Psomas et al, detailed on Emerald Insights, concluded that effective quality control measures, in the form of Quality Management Systems (QMS systems), directly improve employee benefits, business performance, and customer satisfaction.

    Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution; it represents the wise choice of many alternatives” – William A Foster, Forbes Quotes

    In this Process Street article, we take a look at what quality control is, and how you can implement effective quality control processes in your business today.

    You will be presented with 19 free templates, ready and waiting to be used right away. These templates will help you build and audit your QMS systems, to meet the needs of key stakeholders in your business.

    1. ISO 9001:2015 Internal Audit Checklist for Quality Management Systems
    2. Financial Audit Checklist
    3. Environmental Accounting Internal Audit
    4. Environmental Management Self Audit Checklist
    5. Management Systems Audit Checklist
    6. ISO 9001 and ISO 14001 Integrated Management System (IMS) Checklist
    7. PPC Audit Checklist
    8. Google Analytics Audit
    9. Technical SEO Audit
    10. UX Audit
    11. ISO 27001 Information Security Management System (ISO27K ISMS) Audit Checklist
    12. SQL Server Audit Checklist
    13. Firewall Audit Checklist
    14. Network Security Audit Checklist
    15. ISO 45001 Occupational Health and Safety (OHS) Audit Checklist
    16. Diversity Management Monthly Audit
    17. Hotel Sustainability Audit
    18. Laboratory Safety Procedure Audit
    19. Retail Store Audit Checklist

    Sound good?

    Click on the relevant subheader below to jump to that section, alternatively, scroll down to read all I have to say.

    Let’s begin!
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