Quality Management Representative confusions

SheiLaJP

Involved In Discussions
#1
Hi :bigwave:

I am interested to post in this forum as a way for me to learn and source out ideas on how i can develop, manage & learn about ISO 9001. Our company is in the process of building continual improvement through ISO certification. I am the QMR of our company and it is my duty to implement quality management system all throughout the organization, however I am still in the process of learning and embracing the value of quality management system.

My query here is, in what area does the QMR step in with regards to conflict within the organization?

:thanks:
 
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DannyK

Trusted Information Resource
#2
It all depends on the structure and responsibilities within your quality management systems. According to ISO 9001:2008 clause 5.5.2
Top management shall appoint a member of management who, irrespective of other responsibilities, shall have responsibility and authority that includes
a) ensuring that processes needed for the quality management system are established, implemented, and maintained,
b) reporting to top management on the performance of the quality management system and any need for improvement (see 8.5), and
c) ensuring the promotion of awareness of regulatory and customer requirements throughout the organization

The QMR should step in if there is a conflict within the organization if there are issues that affect the functioning of the QMS and customers.
 

dsanabria

Quite Involved in Discussions
#3
Hi :bigwave:

I am interested to post in this forum as a way for me to learn and source out ideas on how i can develop, manage & learn about ISO 9001. Our company is in the process of building continual improvement through ISO certification. I am the QMR of our company and it is my duty to implement quality management system all throughout the organization, however I am still in the process of learning and embracing the value of quality management system.

My query here is, in what area does the QMR step in with regards to conflict within the organization?

:thanks:
Dannyk provided an excellent position paper so my question is - what do you perceived as a conflict in your organization?

Something came up so feel free to share it and we could provide our perpective in relation to the standard and your company.;)
 

John Broomfield

Staff member
Super Moderator
#5
Hi :bigwave:

I am interested to post in this forum as a way for me to learn and source out ideas on how i can develop, manage & learn about ISO 9001. Our company is in the process of building continual improvement through ISO certification. I am the QMR of our company and it is my duty to implement quality management system all throughout the organization, however I am still in the process of learning and embracing the value of quality management system.

My query here is, in what area does the QMR step in with regards to conflict within the organization?

:thanks:
Sheila,

Why ignore or disrespect the management system your organization already uses to determine and fulfill customer requirements? Disrespect is a cause of negative conflict.

Study how your organization works with its suppliers and customers as a system. Determine the processes that are essential to the success of this system.

Start with your core process which converts the needs of customers into cash in the bank. This core process will comprise several key processes such as: marketing, designing, selling, making and delivering and/or serving customers and invoicing. Work with the owners to determine this and record the results in a shared deployment flowchart.

All other processes in your actual management system exist to direct and support your core process. Ask the owners to select and name an owner for each process based on who knows how it actually works.

Work with the process owners to analyze and capture (document) how the process actual fulfills its objectives; focus on the preventive and value-adding activities that comprise the process in converting inputs into output. Search the Cove for SIPOC for more on this.

By listening and learning respectfully about your existing management system the trust will displace conflict.

Ask us on the Cove to assist you as you and your colleagues develop (not implement) their process-based management system.

John
 

dsanabria

Quite Involved in Discussions
#6
I think it is or will soon be this:
First step is to look at your QMS as a "TEAM" - start removing the "I" and replace it with "WE"

Second - The MR does not own a process - the MR is a liaison when issues occur that upper management should be involved and the MR should be able to make decision on behalf of the product so that non conformance product does not leave the premise.

Third - When everyone has trust in an effective process - conflict become minimal or rare.

Let us know if this helps or if you could tell us of a situation in which you saw a perceived conflict
 

Kronos147

Trusted Information Resource
#8
it is my duty to implement quality management system all throughout the organization
I would consider this:
Your Task is to identify all the processes and interactions your company does, and find out how they already meet the requirements of ISO 9001. Document that.

Then, where the requirements are not being met, engage the process owner, explain the requirement, and ask them to offer their changes to the process that would satisfy those requirements. Document that.

Audit the processes to the documents. ("Do what you say, say what you do.")

Find new nonconformances, issue corrective actions, have the process owner manage/complete the corrective action, audit for effectiveness.

Management review.

Audit

Adjust (corrective action/continual improvement), document and discuss\plan (management review), improve, start over. (Plan-Do-Check-Act.)

You may be surprised to find that the organization organically developed processes that meet many of the requirements of ISO. The less you have to change, and the more respect you give to your fellow co-workers in terms of their efforts in developing their processes, the easier it is to secure participation and involvement in the QMS.

And whatever you do, keep things in the organization's terminology, not ISO speak.
:)
 
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