Having the Director/Business Owner on board is the most important task. Without this, the system will not work effectively and it will be a constant uphill struggle. All staff should be involved, be accountable and have input. Start by developing a Quality Policy with defining goals and principles and ensure that it is implemented effectively. Provide sufficient resources and commit to improve the business by setting business objectives.
How can you ensure that your customer needs are being met and how do you ensure the business is sustainable? Develop a risk, opportunities and business continuity register. Plan for situations which may go wrong to ensure business continuity. You can identify your risks by using the SQMAS Quality Review.
How do you manage your business operations? You should develop your business processes. Consider all elements of the business, not just how you ensure customer requirements are managed and addressed. Consider how you could win work (marketing), plan work (resources, including plant, equipment, people and infrastructure), deliver work (training, use of contractors, inspection and testing, design, planning and control), get paid for the work (invoicing, variations, additional work) and get more work (feedback and improvement).
Set yourself some realistic, measurable and achievable business objectives. Consider risks and opportunities. Look at how you can exceed customer expectations such as, introducing new products, processes, services, diversifying, and being more efficient by using better communication arrangements. Allocate responsibility to ensure that these are achieved within the defined timescale.
‘You can’t manage what you can’t measure’. You need to set some Key Performance Indicators (KPIs), develop a KPI Register and monitor performance. Allocate responsibility for ensuring that these are measured and controlled. Capture feedback and monitor complaints/defects/mistakes.
In order to assess your business performance you should undertake an audit to identify what is working well, where the issues are and how can you improve them. This can be controleed, conducted and reviewed using the SQMAS monitoring and corrective action checklist.
It is important to capture customer feedback in order to continually improve your products and services.
Conduct a management review to monitor progress and plan for changes. Focus on issues raised and opportunities for improvement. Document your discussions and allocate resources and time frames for making changes.
Implementing SQMAS will assist you to meet the above requirements and enable you to demonstrate that you have a documented QMS.
There are 6 key documents within SQMAS to help manage and control the steps identified above:
You can sign up to SQMAS and receive these documents for only £195.