Quality Management
Quality Management
A Quality Management System (QMS) is an integral part of an organization’s management system, aimed at achieving results and meeting customer needs. The “Quality Management” software solution enables users to plan and conduct internal audits, analyze customer satisfaction levels, and identify and correct nonconformities. Using the real-time information it provides, company management can monitor the enterprise’s management system and make sound business decisions.
This business solution ensures strict compliance with a range of requirements of the ISO 9001:2008 standard and facilitates the certification and surveillance audits of the quality management system conducted by certification bodies.
The “Quality Management” technical solution allows you to perform the following operations:
- Manage internal audits: develop and approve internal audit programs for a specific period, notify audit participants, oversee the conduct of scheduled and unscheduled internal audits, and maintain records of audit results.
- Manage nonconformities: maintain records of nonconformities, analyze the causes of nonconformities, monitor their resolution, and identify recurring nonconformities.
- Manage corrective and preventive actions: maintain records and analyze results.
- Manage comments and complaints: record and analyze received comments and complaints, identify causes, and implement corrective actions aimed at improving customer satisfaction.
Benefits for Company Management
- Managers receive objective data, based on actual facts, regarding the quality of the company’s business processes.
- The ability to quickly analyze the performance of the company’s management system, including by process, department, and approved regulatory documents.
- Monitoring the implementation of management decisions made based on an analysis of management system quality indicators.
Technical capabilities of the “Quality Management” solution:
- Business Process Management
- Administrative Office
- Document Management
- Records Management
- Internal Communication
- Process-Based Approach
- QMS Analysis and Improvement
Job Description
By using this Technical Solution, the company’s top management, quality management representatives, internal auditors, and heads of organizational units can not only automate the quality management process but also determine the most optimal approach to corporate management and standardize the mandatory procedures of the QMS.
To obtain an objective assessment of the effectiveness of the company’s management system when implementing the “Quality Management” solution, the following measurable performance indicators are typically used:
| Performance Indicator | Unit of Measurement |
| Number of nonconformities identified over a specific period, broken down by process or department | units |
| Duration of nonconformity analysis and corrective action | hours |
| Result of implementing corrective and preventive actions | % effective |
| Workload of internal auditors | working hours |
| Number of internal audits | units |
| Number of violations related to the implementation of management decisions to improve the management system | units |
| Time required to develop the internal audit program for a specific period | hours |
| Time spent preparing audit reports | hours |
| Time spent planning and implementing corrective and preventive actions | days |
| Time spent preparing input data for QMS performance analysis (information on audit results, customer feedback, and the status of corrective or preventive actions) | man-hours |
| Average time between when a nonconformity was identified and when it was corrected | hours |
Internal Audit Department
- the audit period for organizational units;
- audit evaluation criteria;
- the audit team.
After the audit is completed, the designated employee enters the audit results and all identified nonconformities into the system. The generated report (based on the audit results) is sent to company management for review and approval.
Nonconformity Management
All nonconformities identified during the audit are recorded in the system. The basis for recording a nonconformity includes the results of the internal audit, comments (complaints) received from a counterparty, and internal correspondence among company employees (memos and reports).
For each nonconformity identified, company management designates responsible parties. They are required to determine the causes of the nonconformity and ensure that it is corrected (by implementing corrective actions).
Thanks to the “Quality Management” technical solution, no nonconformity—regardless of the area in which it was identified—will escape the close attention of the responsible employee. All nonconformities must be corrected and subsequently analyzed.
Implementing Corrective Actions
To address nonconformities identified during an audit, the business solution includes a built-in mechanism for planning, organizing, and monitoring corrective actions.
Management of Corrective and Preventive Actions
The system allows you not only to analyze identified nonconformities but also to determine their root causes. Several company employees can participate simultaneously in planning and analyzing the effectiveness of corrective actions. The system automatically monitors the effectiveness of these actions (based on data regarding recurring nonconformities identified within the company).
- The number and structure of identified nonconformities (by department, process, and root cause), as well as their frequency of occurrence.
- The speed of issue resolution and the effectiveness of corrective actions taken.
- Workload indicators for personnel responsible for product quality and customer service, including performance evaluation of individual managers.
- Analysis of customer satisfaction with the company’s products or services.
- The level of compliance with the organization’s policies, procedures, and regulatory documents.
Business Impact
The implementation of the Quality Management solution elevates the organization’s Quality Management System (QMS) to an entirely new level by enabling:
- Automatic compliance with procedures and processes that require mandatory documentation.
- Conversion of all audit-related documents and records into electronic format.
- Improved employee performance through:
- Timely monitoring of compliance with established regulations and documented procedures.
- A centralized database of audit findings, nonconformities, and corrective measures.
- Easy access for every employee to the documents and information required for their work.
As a result, the solution delivers significant benefits both to the organization as a whole and to individual groups of employees.
Benefits for Executive Management
- Line managers become actively involved in managing and controlling the quality of operations within their departments.
- Detailed analysis ensures that all audit findings and their root causes are effectively addressed and eliminated.
- An efficient environment for internal communication between managers and employees is established.
- Management system performance is evaluated based on real-time operational data and factual information.
- Customer satisfaction levels are improved.
Benefits for Quality Management Representatives
- The planning and analysis of internal audit results become faster and more efficient.
- Nonconformity management is automated, ensuring effective control over corrective and preventive actions performed by responsible employees.
- Internal audit data, nonconformity records, and corrective and preventive actions are consolidated, accumulated, and structured within a single database.
- The time required to prepare input data for QMS performance analysis is significantly reduced.
- The likelihood of successfully passing external audits is increased.
Benefits for Internal Auditors
- The workload of each member of the audit team is optimized.
- Timely audit preparation is ensured through automated notifications, access to historical audit data, and other supporting information.
- The time required to prepare audit reports is minimized.
Benefits for Department Managers
- Compliance with regulations and procedures is monitored automatically.
- A centralized database of identified nonconformities and related corrective and preventive actions is maintained.
- Responsible employees receive timely access to the documents and information necessary for their work.
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