QUANTIFYING QUALITY MANAGEMENT SYSTEM PERFORMANCE IN ORDER TO IMPROVE BUSINESS PERFORMANCE

Richard Angus Smith, Andre Bester, Mellet Moll

Abstract


This study investigates current methods of measuring quality management system (QMS) performance. It introduces a methodology to quantify QMS performance in order to provide a reference point for improved QMS performance and, in turn, the business’s performance. By introducing metadata into historical or current QMS internal audit data, the study shows that it is possible, over time, to extract various levels of value-adding data, ranging from high-level, strategic, direction-oriented insight, to process effectiveness and implementation-level guidance. This is accomplished by a repeatable process of infusing cause and effect theming data and process-consequence severity data into the QMS audit- findings data, and subsequently analysing the additional metadata. 

 


Keywords


Quality Management;Measurement;Performance;Improvement

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DOI: https://doi.org/10.7166/25-2-714

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Copyright (c) 2015 The South African Journal of Industrial Engineering


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