QUANTIFYING QUALITY MANAGEMENT SYSTEM PERFORMANCE IN ORDER TO IMPROVE BUSINESS PERFORMANCE

Authors

  • Richard Angus Smith Cape Peninsula University of Technology
  • Andre Bester Cape Peninsula University of Technology
  • Mellet Moll Cape Peninsula University of Technology

DOI:

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

Keywords:

Quality Management, Measurement, Performance, Improvement

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. 

 

Downloads

Download data is not yet available.

Downloads

Published

2014-08-18

How to Cite

Smith, R. A., Bester, A., & Moll, M. (2014). QUANTIFYING QUALITY MANAGEMENT SYSTEM PERFORMANCE IN ORDER TO IMPROVE BUSINESS PERFORMANCE. The South African Journal of Industrial Engineering, 25(2), 75–95. https://doi.org/10.7166/25-2-714

Issue

Vol. 25 No. 2 (2014)

Section

General Articles

License

Authors who publish in the Journal agree to the following terms:
  1. Authors retain copyright and grant the Journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this Journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the Journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this Journal.