The Quality Management System (QMS) was not being used effectively by the business and was not up to date with the actual processes being used. An external compliance audit gave a poor outcome with a number of areas requiring urgent attention.
I was selected to project manage the design and implementation, with the specific target of achieving compliance in a short period.
- The QMS was redesigned from the ground up, including restructuring the system so that it reflected the organisation design.
- The elements of the QMS were created by a number of business users, experts in their own processes, to accurately document the actual methods used.
- Frequent communication was provided through a number of channels including newsletters, desk drops, face to face meetings, and the monthly company messages to ensure that important messages were getting to all members of staff.
- Training to staff was delivered to ensure that they understood the QMS principles and the details of their processes. To make this real for them, an example of a taxi journey was used to explain quality and the function of a quality management system.
- Stakeholders, including senior management, the third party audit organisation and staff were engaged to ensure the success of the project
- Over 90% of staff were trained before go-live of the QMS, with the remainder being trained shortly afterwards. Excellent conformity to the newly-defined processes was confirmed by internal audits.
- The project timescale was met.
- Achieved certification first time to ISO9001: 2000 with zero non-conformities.