In the case of Iso 9001this standard established itself as the standard par excellence in a multitude of sectors allowing different organizations to demonstrate their ability to meet with the needs and expectations of its customers.
But, What is a Quality Management System and what is it for? To answer this question we will begin by analyzing two key concepts: quality Y management system. when we consume something we like we usually say that it is “of good quality”, but what we are really expressing is that the inherent properties of the good or service fit and met our expected requirements.
What does this mean? That quality is neither more nor less than the fulfillment of requirements and expectations; requirements that are required by the customer and must be met to satisfy it. For exampleSuppose a person addresses a car dealer and requests that the model have four wheels, rear-view mirrors, windshield wipers and air conditioning. In that case, almost any vehicle would meet the expected quality. What if a requirement is that fuel consumption be less than 10 liters per 100 km? Here there would already be some out of competition and the quality requirements would be more difficult to meet.
But it doesn’t end there. Another concept must be taken into account: quality perception. perception is not only the compliance with technical specificationsotherwise how the customer perceives the product or servicewhat subjective impression cause in him. Is about that “plus” of details or attributes that are not necessarily explicitly specified, such as status, upholstery texture, among others.
Summarizing, A product (or service) meets the concept of quality when its specifications include not only its intended function and performance, but also its perceived value and benefit to the customer. On the other hand, a management system It is a set of coordinated elements to achieve an objective. Now yes, having clarified these concepts, we say that a The main objective of the quality management system is to increase customer satisfaction. and to achieve this, a set of techniques and measures are applied to improve the internal value-added activities and processes of an organization, regardless of the area in which it operates.
Implementing a quality management system promotes within the organization a culture (behaviours, attitudes, activities and processes) aimed at meeting customer needs and expectations and of all the public of interest or stakeholders, such as employees, customers, suppliers or shareholders.
So it is important to know that when implementing a management system in an organization this can be easy and intuitive or complicated, depending on a few factors: the management commitmentthe control of documents and the way of implementation. Today there are management platforms that facilitate and minimize risks and allow leaders to successfully align with organizational objectives, to the benefit of business growth.
Quality Expert at ComunidadPertix.com
Source: Ambito
