Understanding Quality Management System and its value to Aussie firms

A quality management system (QMS) efficiently manages business processes and facilitates continual improvement in the provision of services. The main objective of QMS is to ensure the consistent application of the same information set, skills, methodology, and controls.

What is the objective of QMS?

Businesses working towards common objectives will ensure they are streamlined to a common goal. The QMS provides internal policies that cover all aspects of a top system, like planning and leadership, document control, monitoring, analysis, auditing, etc. Establishing a successful business process is crucial to its success. QMS has the following aims:

  • Identify interested party needs like Licenses to Trade, guidelines, customer requirements, and the selected management system standard.
  • Providing clients with high-quality professional service to exceed their requirements.
  • Ensure that all key requirements are met.
  • Assure the staff receives the right training on quality system requirements.
  • Determine organisational methodology, inputs, its synergy, inputs, and outputs.
  • Produce proof validating that system requirements are met.
  • Measure, test, and report QMS performance, and promote system safety.
  • Make changes to the QMS and acknowledge risks and opportunities found.
  • Perform internal QMS audits and correct nonconformities.
  • Consistent QMS improvement.
  • Meeting the applicable statutory, regulatory, and other requirements for our services.

What is the importance of Quality Management?

Quality management grants a systematic approach to contract the business process improvement. It helps to find quality issues, remove unnecessary activities, and nullify performance gaps. The main objective of quality management system (QMS) is to grant an organised formal system equipped with tools and business processes essential for a company’s growth and to help in achieving ISO 9001:2015 certification via a consulting firm.

A quality management system incorporates an firm’s internal processes to provide a process approach for executing the project. A process based QMS allows firms to spot measure, enhance and limit the core processes that eventually will elevate business performance.

While some people address QMS as a group of standard documentation, specifically speaking, it is a system, and the records describe it exactly. Customer satisfaction is vital in improving an firm’s areas that need attention, and it is one of the building blocks of QMS. Updated documentation of processes can help understand changes to be applied to achieve customer satisfaction. It can reduce client grievances, increase returning clients, and save your money.

What are the fundamental clauses of QMS?

Quality management has standard principles elemental to ISO standards. Each principle is the building block contributing to the company’s success and performance excellence.

Businesses can apply these principles depending on the nature, requirement, challenges faced, and type of business. Below are the fundamental principles of Quality Management explained in detail to help organisations utilise them based on their business requirement.

Customer Focus

Meeting consumer needs and striving to rise above the customer expectations graph is the key focus of a Quality Management System. Customer trust is vital to a firm’s sustained growth. It is therefore important to understand client needs to live up to their expectations.

The customer synergy and feedback also give insights to the businesses that help in establishing customer values. It increases customer satisfaction, database, loyalty and value. It boasts a organisation’s reputation and has returning customers and businesses willing to work with them. This in turn leads to a massive rise in its market share and revenue.


Leadership is a key to achieving a firm’s objectives and creating an environment to support the same. Having leadership roles in all departments and hierarchies is vital to establishing a united objective, vision, and direction. Leadership helps in aligning business processes, growth strategies, resources, and internal and external policies to accomplish business goals.

A company must communicate its goals, key policies, and processes to all the departments. A standard model should be established for fairness, shared values, and ethical behaviour at all levels. Employees must be provided with the essential training, and there should be a culture of integrity, commitment to the company’s goals, and trust. Leaders must be innovative, team players, supportive of each other, and should be role models for their team.

Leadership also enhances workflow in the organisation at different department levels. Grouping the organisation’s goals and objectives across different teams helps to achieve desired outputs that contribute to the overall mission and vision of the organisation.

The management should assign roles to staff. It teaches employees the art of organising resources toward goals and to allot their time based on the urgency of the deliverables. There are deadlines assigned to work, and thus, the job is done in time, promoting credibility.

Employee Engagement

Empowered and competent employees enhance a firm’s capacity to deliver quality. Employee interactions from all departments contribute to the growth and management of a firm. Interactions lead to the exchange of innovative ideas and offer empowerment opportunities. It will improve competence and employee teamwork to achieve the firm’s qualitative goals.

It provides clarity on the firm’s quality goals, improved employee involvement, personality developments, and opportunities to discuss, collaborate, and exchange loads of ideas. It also improves teamwork and shared values and creates a competitive environment. The idea exchange leads to new collaborations and ventures leading to new products and services.

An organisation should have regular employee interactions to boost promote collaboration and understand individual contributions. An enterprise should organise open discussions and should exchange experience and knowledge. Employees should be empowered and motivated to be self-starters and to take initiatives confidently without any fear.

Recognition is the biggest motivator; companies must congratulate or award their employees for their noteworthy contributions to the objectives and goals. Companies should organise surveys and performance evaluations to understand employees and note their feedback for workflow enhancements and the use of resources and processes.

Process Approach

A firm’s process approach plays a vital role in performance optimisation. QMS consists of an interrelated procedure, and its continual understanding and management can lead to efficient and consistent results. Thus, it is important to know the process used to produce output.

The major benefits consist of an enhanced focus on vital business processes and consistent predictable results. It also motivates the effective use of available resources to optimise performance and lessens cross-functional barriers. Firms can grant trust to clients with efficient and consistent process use. Businesses must define their system and business process objectives, and assign authority, accountability, and responsibility to organise them.

To set goals and act in the direction to achieve them, one needs to analyse a firm’s current capacity against factors like resources, workforce, and business and work procedures.

A business should define its quality management system’s objectives and goals, essential business and work and processes and data required. There should be a proper authority, accountability, and responsibility assigned. The respective person should manage the processes and their interrelation to achieve qualitative organisational goals.


Focus on consistent improvement is the key secret of successful firms. It is crucial for an organisation to sustain performance, create new business opportunities, and acknowledge internal and external changes in a Company. Ongoing enhancement has enormous benefits, improving an organisation’s processes and capabilities and enhancing customer satisfaction.

It allows finding the root cause of drawbacks that helps in creating a strategic plan to work towards their rectification, and for applying prevention measures. To achieve this, they can analyse internal and external risks and its effect on enhancing reactions to them.

Improvement will create opportunities to learn, innovate, and exchange ideas. It will also offer a platform to train employees on using methodologies and other essential tools. Enhancements shall create a competitive environment among the staff that will increase the departmental level growth. Employees will be able to complete projects within deadlines.

It will also help in establishing and audit plans and applying project enhancement strategies. A business can track its processes and integrate improvement suggestions in developing new products, services, and procedures. Firms will be able to identify and approve improvements.

Evidence-based Decision Making

A Company’s decision depends on studying the relevant data essential to achieve its goals and customer satisfaction can grant desired results. Decision-making can be a confusing process. It consists of different input types and sources and their subjective interpretation.

It is crucial to understand cause-and-effect relationships and potential unintended results. Important data, evidence, and factual analysis lead to greater objectivity and confident decision-making. A company must provide essential data across all relevant departments.

Businesses shall apply suitable methods to analyse data. Enterprises shall ensure employees are competent in data analysis and evaluation. Enterprises shall make informed business actions or decisions based on factual evidence which is backed by experience and intuition.

Evidence-based decision-making has great benefits. It will improve decision-making, problem-solving process performance test, and operational effectiveness. The ability to overcome challenges and achieve the intended results will also massively rise. Firms will be able to review processes, challenge, change decisions, and demonstrate past decisions’ efficiency.

Relationship Management

Relationship management with the various stakeholders, bosses, employees, investors, and other parties is crucial to the sustained success of an organisation. Stakeholders and interested parties affect an organisation’s overrall performance. Ongoing success can be achieved when a business manages and improves its relationships with interested parties.

Suppliers and partners, or partner networks, are necessary for a company; hence, working relationships with them are essential. Effective relationship management improves business and partner performance. Firms can achieve this with the help of an efficient response to opportunities and constraints specific to each involved party. A firm’s capability to contribute’ value shall increase with risk management, use of shared resources, and competence.

Thus, a business can achieve a well-managed supply chain by providing a stable flow of goods and services. Firms should determine relevant interested parties, including partners, employees, suppliers, customers, investors, society, and their relationship with the company.

It consists of the prioritisation of managing the relationships with the interested parties. Businesses should provide interested parties with information, guidance, and resources. It should also involve performance measurement and feedback provided to the stakeholders.

Firms should implement all parties’ suggestions and recognise their achievements. Businesses should establish relationships that balance short-term gains with long-term considerations.

Quality Instruments

The calibration and maintenance of instruments used to calculate quality are crucial to a quality management system’s success. All the equipment and machines used to validate processes and products must be carefully calibrated and controlled per industry standards.

Enterprises can do periodic calibrations based on the instrument used before every measurement. A firm’s QMS should obligate a clear policy to maintain quality instruments. It should be based on national or international standards defined for each piece of equipment.

This standard documentation should acknowledge manufacturer instructions, controls to prevent tampering with design, and methods for safeguarding instruments. It should also include a step-by-step process to identify and document instrument calibration and intervals.

Document Management

Document management systems must have all essential information to prove and evaluate QMS performance. A quality management system defines the types of documents essential for achieving qualitative QMS. It consists of quality objectives, procedures, manuals, documentation, and records. Effective record-keeping is important for the success of the QMS, the ability to obtain a certification with QMS standards, and regulatory compliance.

While designing a QMS, businesses should prepare specific internal record definitions and policies required to develop, retain, and edit documentation. While QMS standards do not define any document management method, QMS software can enhance the process.

Quality Management System Standards

Quality Management System Standards provide important information businesses shall implement to achieve effective quality management systems. It consists of a set of procedures, policies, regulations, and compliance data crucial to achieving QMS.

Different ISO-certified QMS standards are available, but ISO 9001: 2015 is the most recognised and implemented standard used by businesses and has all the essential details companies shall meet to implement QMS. However, other QMS standards include ISO 9004, ISO 9000, ISO 14000 family (Environmental management), ISO 13485 (medical devices, ISO/TS 16949 (automated products), and ISO 19011 (auditing management).

What are the benefits of Quality Management System?

  • Continual Improvement
  • Enhances Employee interaction
  • Identifies and offers training opportunities.
  • Lowers costs
  • Sets company-wide direction
  • Reduction in waste materials
  • Improves processes by offering coherency and standardisation
  • Training Employees
  • Organised, central quality control policies
  • Coherent and standardised processes
  • Risk prevention.

How can you analyse the effectiveness of a QMS?

They are two ways to analyse the effectiveness of a Quality Management System:

Comparison of pre and post-QMS implementation data

Comparing the company data before and after quality management system (QMS) implementation can provide insights on improved areas and what needs attention. No change in both means your QMS needs improvement to align with your business goals.

Customer Feedback & Surveys

An enterprise works hard to achieve customer satisfaction through its services. Hence, customer feedback and survey are vital to improving processes, services, and products.
There are two principal ways to evaluate current QMS and ensure it’s the most effective.

Minal Metkari is an experienced multimedia journalist and a technical business writer at Anitech.