Chapter 3

Chapter Two
Quality Management System

WHAT IS QUALITY?
What Is a Quality Management
System?
• A quality management system is a
management technique used to
communicate to employees what is required
to produce the desired
quality of products and services and to
influence employee actions to
complete tasks according to the quality
specifications
What Purpose Does a Quality
Management System Serve?
Why Is Quality Important?
• quality management systems allow

organizations to keep up with and meet
current quality levels, meet the consumer’s
need
Standardized Systems
• ISO 9000 is a series of quality management
systems (QMS) standards
• created by the International Organization for
Standardization, a federation of 132 national
standards bodies.
• The ISO 9000 QMS standards are not specific to
products or services, but apply to the
processes that create them.
ISO in Ethiopia
• Its Governmental Organization which works to
ensure quality in a services and products
quality management principles
• QMP 1 – Customer focus

QMP 2 – Leadership
QMP 3 – Engagement of people
QMP 4 – Process approach
QMP 5 – Improvement
QMP 6 – Evidence-based decision making
QMP 7 – Relationship management
QMP 1 – Customer focus
• The primary focus of quality management
is to meet customer requirements and to strive
to exceed customer expectations.
• Sustained success is achieved when an
organization attracts and retains the confidence
of customers and other interested parties.
1.Customer focus
• Key benefits
• Increased customer value
• Increased customer satisfaction
• Improved customer loyalty
• Enhanced repeat business
• Enhanced reputation of the organization
• Expanded customer base
• Increased revenue and market share
2.Leadership
• Leaders at all levels establish unity of purpose
and direction and create conditions
in which people are engaged in achieving
the organization’s quality objectives.
• Creation of unity of purpose and direction and
engagement of people enable
an organization to align its strategies,
policies, processes and resources to achieve
its objectives.
2.Leadership
• Increased effectiveness and efficiency
in meeting the organization’s quality
objectives
• Better coordination
of the organization’s processes
• Improved communication between
levels and functions of the organization
• Development and improvement
of the capability of the organization
and its people to deliver desired results
3. Engagement
• Competent, empowered and engaged people at
all levels throughout
the organization are essential to enhance its
capability to create
and deliver value
3. Engagement
• Key benefits
• Enhanced involvement of people
in improvement activities
• Enhanced personal development,
initiatives and creativity
• Enhanced people satisfaction
• Enhanced trust and collaboration
throughout the organization
• Increased attention to shared values
and culture throughout the organization
4.Process QMP approach
• Consistent and predictable results are achieved
more effectively and efficiently when activities
are understood and managed as interrelated
processes that function as a coherent system.
4.Process approach
• Key benefits
• Enhanced ability to focus effort on key processes
and opportunities for improvement
• Consistent and predictable outcomes through
a system of aligned processes
• Optimized performance through effective
process management, efficient use of resources,
and reduced cross-functional barriers
• Enabling the organization to provide confidence
to interested parties as to its consistency,
effectiveness and efficiency
5.Improvement
• Improvement is essential for an organization
to maintain current levels of performance, to
react to changes in its internal and external
conditions and to create new opportunities.
5.Improvement
• Key benefits
• Improved process performance, organizational
capabilities and customer satisfaction
• Enhanced focus on root-cause investigation
and determination, followed by prevention
and corrective actions
• Enhanced ability to anticipate and react
to internal and external risks and opportunities
• Enhanced consideration of both incremental
and breakthrough improvement
6.Evidence-based
decision making
• Decisions based on the analysis and
evaluation of data and information are more
likely to produce desired results.
6.Evidence-based
decision making
• Key benefits
• Improved decision-making processes
• Improved assessment of process performance
and ability to achieve objectives
• Improved operational effectiveness
and efficiency
• Increased ability to review, challenge
and change opinions and decisions
• Increased ability to demonstrate
the effectiveness of past decisions
7 Relationship
management
• Interested parties influence the performance of
an organization. Sustained success is more likely
to be achieved when the organization manages
relationships with all of its interested parties to
optimize their impact on its performance.
7 Relationship
management
Key benefits
• Enhanced performance of the organization
and its interested parties through responding
to the opportunities and constraints related to each
interested party
• Common understanding of goals and values among

interested parties
• Increased capability to create value for interested

parties by sharing resources and competence
and managing quality-related risks
• A well-managed supply chain that provides a stable

flow of goods and services

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Chapter Two

Quality Management System

• quality management systems allow

• QMP 1 – Customer focus

• Common understanding of goals and values among

• Increased capability to create value for interested

• A well-managed supply chain that provides a stable

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