QMS

BPO 2 Lesson 1 of 4
Start to Midterms
 Process and Business Process

Quality Management System

Topics
Process Improvement

Common Process Improvement

Methodologies
Process
The following are some of the definitions
of the term, Process:
• a systematic series of actions
directed to some end
• a continuous action, operation, or
series of changes taking place in a
definite manner
• a series of actions which are carried
out in order to achieve a particular
result
• a method of doing or producing
something
Business Process
• A business process is an activity or set of
activities that can accomplish a specific
organizational goal.
• Business processes should have purposeful
goals, be as specific as possible and have
consistent outcomes.
• A business process is a series of steps
performed by a group of stakeholders to
achieve a concrete goal.
• Each step in a business process denotes a
task that is assigned to a participant.
 A quality management system (QMS) is defined as a formalized
system that documents processes, procedures, and
responsibilities for achieving quality policies and objectives.

A QMS helps coordinate and direct an organization’s activities to

meet customer and regulatory requirements and improve its

Quality effectiveness and efficiency on a continuous basis.

ISO 9001:2015, the international standard specifying

Management requirements for quality management systems, is the most
prominent approach to quality management systems.

System While some use the term "QMS" to describe the ISO 9001
standard or the group of documents detailing the QMS, it
actually refers to the entirety of the system.

The documents only serve to describe the system.

 Quality
Management
System
• A quality management system (QMS) is
a system that documents the policies,
business processes, and procedures
necessary for an organization to create
and deliver its products or services to its
customers, and therefore increase
customer satisfaction through high
product quality.
• In short, a QMS helps a company meet
its regulatory requirements and
customer requirements and make
continuous improvements to its
operations.
What’s the Quality assurance (and quality control) are components of quality
management rather than independent concepts.

Difference Quality assurance (QA) refers to the plans and requirements you create to
provide quality products or services to your customers.

Between Quality control (QC) are the steps you take after the fact to assure that
you have met your quality objectives.

QMS and Your QMS encompasses both of these processes.

The framework it creates will provide a structured approach for QA and

Quality standardize procedures for QC.

It also improves functionality and enables the staff assigned to each

Assurance?
process to work together to achieve the highest possible level of quality.
 It is the proactive task of identifying, analyzing and improving
upon existing business processes within an organization for
optimization and to meet new quotas or standards of quality.

It often involves a systematic approach which follows a

specific methodology but there are different approaches to
be considered.

Process Some examples are benchmarking or lean manufacturing,

each of which focuses on different areas of improvement and
Improvement uses different methods to achieve the best results.

Processes can either be modified or complemented with sub-

processes or even eliminated for the ultimate goal of
improvement.

Process Improvement is an ongoing practice and should

always be followed up with the analysis of tangible areas of
improvement.
 Process
Improvement
• Process improvement involves the
business practice of identifying,
analyzing and improving existing
business processes to optimize
performance, meet best practice
standards or simply improve quality and
the user experience for customers and
end-users.
• When implemented successfully, the
results can be measured in the
enhancement of product quality,
customer satisfaction, customer loyalty,
increased productivity, development of
the skills of employees, efficiency and
increased profit resulting in higher and
faster return on investment (ROI).
Process Improvement Techniques and
Methodologies
• There are several different methodologies designed to help your
organization tackle process improvement. Each aims to help your
business identify process issues, fix them and analyze the success or
failure of those changes.

• Despite that common goal, each methodology suits a different need.

Some frameworks focus on lean process improvement techniques;
others focus on getting your company culture in the right place for
process improvement. There are also methodologies that help
companies visually map out process workflows.
Process Improvement Techniques and
Methodologies
• Kaizen: Kaizen promotes continuous improvement with a strong
emphasis on lean and agile practices. Kaizen focuses on improving
quality, productivity and efficiency through small shifts in daily work
or corporate culture to foster an environment that doesn’t punish
errors or mistakes, but instead works to prevent them from
happening again.
• 5S: The 5S model is part of the Kaizen and Lean methodologies and it
stands for five main steps: sort, straighten, shine, standardize and
sustain. The 5S model helps bring more consistency to process
improvement and can standardize process improvement.
Process Improvement Techniques and
Methodologies
• PDCA: Also part of the Kaizen methodology, PDCA stands for plan, do,
check and act. It helps organizations be more efficient when
identifying processes that need improvement. You first identify the
problem (plan), create and implement a solution (do), evaluate data
for effectiveness (check) then document the final results and
implement the plan if it’s successful (act).
• Value stream mapping (VSM): VSM helps organizations visually
represent customer’s perceptions of a business process, which helps
identify the value of a product, process or service to the organization.
Similar to other methodologies, it’s highly focused on eliminating
waste, redundancy and being as lean as possible.
Process Improvement Techniques and
Methodologies
• Kanban: Kanban is a tool for process workflow visualization that gets
business units, leadership and employees on the same page for
process improvement. It’s another methodology that incorporates
and encourages lean process improvement.
• Process mapping: Another workflow visualization that helps
companies map out a plan for process improvement is process
mapping. It can also be called a process flowchart, process chart,
functional flowchart and process model. Ultimately, it’s the process of
creating a flow diagram that delivers vital information about a process
workflow from start to finish.
Process Improvement Techniques and
Methodologies
• Six Sigma: Six Sigma is a popular process improvement methodology
that pulls workers up through ranks classified using karate belts. You
start as a green belt and learn your way up to a black belt. Six Sigma
involves two ways to break down process improvement through
specific steps. These steps include define, measure, analyze, improve
and control (DMAIC) and define, measure, analyze, design and verify
(DMADV).
• Cause and Effect analysis: Another tool born from Six Sigma is Cause
and Effect analysis, which involves using a diagraming method to fix
problems the first time by identifying the problem, discovering road
blocks and pinpointing why the process isn’t working.
Process Improvement
Techniques and
Methodologies

• Total Quality Management

(TQM): Focused on cultivating
long-term success through
customer satisfaction, TQM
helps organizations get the
entire company on board with
continuous process
improvement. It’s a
methodology that empowers
workers by fostering a culture
where employees aren’t afraid
to make mistakes and are
driven towards a shared
business goal.
Reading Assignment
Please read the article on the link below. You may just click on the link
copy and paste it on your browser.

https://www.techtarget.com/searchcio/definition/business-process

Focus on the following:

• History and evolution of business process
• Business processes categories