Apply quality principles for a higher performing business

Lucy Trimmer, twoSB Management Systems Consultant

You can be compliant, but if your quality management system doesn’t evolve to meet the changing needs and expectations of your stakeholders, the reality is, over time you will be compliant with an inefficient and increasingly ineffective management system.

“From compliance to performance” is a concept that signifies a shift in focus from merely adhering to regulatory standards and industry norms to actively enhancing organisational performance through quality management. For a consultant, this mindset means guiding organisations to not only meet their compliance requirements but also to leverage quality as a strategic asset for achieving superior performance.

ISO 9001, specifically the most recent 2015 version of the standard, has facilitated this shift with an approach not seen in earlier versions such as BS 5750.

For me, it encourages improved organisational performance by emphasising the following:

• Firstly, it encourages a customer-focused approach. By prioritising customer satisfaction, businesses can enhance their product or service quality to meet customer needs and expectations, leading to increased customer retention and attracting new business.
• Secondly, ISO 9001 promotes a process approach. This means that all tasks and activities are viewed as interconnected processes that function as a coherent system. By understanding this interrelation, organisations can more effectively optimise their operations, reducing errors, improving efficiency, and ultimately enhancing the quality of their output.
• Thirdly, ISO 9001 emphasises continual improvement. It requires organisations to regularly review and improve their processes, products, and services. This leads to consistent performance enhancements and fosters a culture of quality and excellence.
• And lastly, ISO 9001 requires evidence-based decision making. This means decisions are based on the analysis and evaluation of data, leading to better, more informed decisions that can improve quality performance.

In essence, ISO 9001 provides a framework that helps organisations ensure their customers receive consistent, high-quality products and services, by ensuring its management system can adapt and develop in response to the needs of a rapidly evolving business environment.

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