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QMS in a Nutshell: R O L L S - B A R R R C^TM

Quality management system (QMS) is a tool used to deliver consistently to the needs and expectations of customers in an effective and efficient manner.

ð    Recipient- Identify, understand, document and aim to meet the needs and expectations (including customer service) of the recipient.

ð    Objectives - Set objectives that are S.M.A.R.T. (Specific, measurable, achievable, RELEVANT and time-based) and that relate to customers, finances, operations and growth.

ð    Laws - Comply with mandatory conditions (laws and regulations). 

ð    Lessons learnt - Learn from mistakes to avoid repeating errors.

ð    Standards - Do not reinvent the wheel – use available standards/codes of practice/best practices/protocols and other authoritative guidelines to guide operations.

ð    Background - Do the research – be aware of any relevant background/history. 

ð    Activities - Identify the activities/processes involved and their interactions.  Apply the Plan-Do-Check-Act (PDCA) cycle to ALL activities/processes. Control activities/processes with a procedure to ensure consistency of delivery. Request feedback regularly.

ð    Risks - Look ahead. Anticipate and plan for changes – be proactive.

ð    Resources - Pay particular attention to the human resource (most valuable).  Ensure persons are competent (a mix of education, experience, skill and/or training). Other resources include materials, equipment, infrastructure, methods/procedures, environment, time, technology, etc.  Use resources efficiently.

ð    Responsibility - Ensure persons know what they are expected to do (their responsibility) and what they are allowed to do (their authority).  Ensure accountability especially for the objectives set. Foster teamwork – leadership and teambuilding.

ð    Communication - Share information by communicating verbally and in writing.  Document information (policies, procedures, work instructions) to ensure it is available as guidance in the absence of any one person. Keep records to inform on the status of work done.  Ensure communication is two-way and effective. 

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