When you're in a small micro-business with few people, everybody works together to get things done. There's lots of intersection in people's responsibilities and it seems noticeable that keeping the customer happy is everyone's responsibility.
As the business develops, the roles become more divided and particular. Now you have a CEO, a manager, someone to look after the equipment, to accomplish projects, to do purchasing, manage accounts, etc. Some of them don't cooperate with the customers directly anymore. Do they have any part in the quality management system and in ensuring customer satisfaction?
Your people and developments are the engines pushing the wagon forward, and each part has a role to play in the operating of the engine. If something is not operating properly or doesn't know what it's supposed to be doing, then it causes problems for the whole business.
To run effortlessly, an organisation needs systems and distinct roles and responsibilities. It's up to the highest management to define these.
Chief management has the following responsibilities that can't be delegated:
Form the quality policy
Make sure quality objectives fit the strategic direction
- confirm QMS requirements are integrated into the organisation's business processes
- guarantee resources needed for the QMS are available
- communicating the significance of the QMS requirements
- engaging, directing and supporting people to participate in the QMS
- ensure client and legal necessities are met
- certify that risks and opportunities are identified and addressed
- assign responsibility for the QMS, it's procedures, reporting, and for managing change
- review the QMS at intentional intervals
Proposals for creating certification that will ensure the success of your quality management system.
1. Notice customers as they work with your credentials.
Provide a timeframe to find out how long it takes them to access the information they need. Lookout them working to see how well their performance matches up with what’s written. Understand for yourself how sound the documentation supports quality and continuous improvement initiatives.
2. Encourage users to provide feedback.
Enlist their help in identifying unclear information, errors or blunders in the documentation. Interview novices as well as skilled users. If you write for numerous viewers, make sure you’re addressing everyone’s needs. Consumer feedback can help you drive down error rates and increase quality and competence.
3. Establish regular review cycles.
Records that are demanding to review or update will quickly become out-dated. Making content in small independent modules can make it easier for you to make revisions without causing undue effects that compromise the integrity of the documentation. Cultivate an appraisal agenda that reflects the frequency with which changes occur.
4. Apply the concept of continuous improvement.
Stay alert for chances to increase the efficiency with which you create, implement and manage your certification throughout its life cycle. Improve processes for taking timely corrective or preventive action to optimize its quality. Always be on the viewpoint for ways to make documents more accessible, precise and user-focused.
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