How to Implement a Quality Management System - A Step by Step Guide

Quality is one of those important factors that define the success of work.

Quality is the level at which a set of built-in characteristics of a product or service fulfills the user’s requirements. Today, every organization faces certain challenges in the business environment.

From economic crisis to globalization and competition, organizations that do not meet the quality standards of products and services fail to survive in the market. 

Picture this: Your company launched a new product in the market. Everything from your marketing strategy and timing to the target audience is perfect. Yet, your competitors are ahead of you. 

What is your company lacking? The answer is - a productive Quality Management System (QMS) that can help your organization develop a good customer rapport by evaluating the conversations held between agents and customers. According to ISO, the primary focus of quality management is meeting customer requirements and striving to exceed customer expectations.

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With that being said, the next question that may be running in your mind is - How to implement the best quality management system for your business? Let’s try and find out the answer to this critical question. 

The QMS Implementation Process

By using a quality management system, analyze the collected data for better decision-making. To make this data more reliable in achieving the desired results:-

1. Create Process Maps

   Creating process maps helps your company define the processes and sequence of interactions. Process maps are vital in assigning responsibilities to the employees. In addition, it also establishes the communication flow of your business. 

2. Define the Quality Policy of Your Business

   The quality policy is the quality mission of your business. It states the wants of your customers. For instance, a call center quality management system may provide chat and email support to its customers for a better experience. While defining your quality policy, you need answers to the following vital questions:-

   • What does a customer require?
   • What can you do to satisfy the customers?
   • How can you continuously improve in satisfying your customers?

3. Define the Quality Objectives to be Achieved

   Quality objectives are obtained from the quality policy of your business and are implemented throughout the organization. However, for accurate implementation, you need to ensure that the goals of your QMS system are measurable.

   Why, you ask? The answer is simple - Measurable objectives can help identify if the company’s quality standards match the set goals. Moreover, it will help implement control measures, where required. 

4. Identify the Defects in Every Process

   A defect in a process occurs due to non-conformance with the quality standards. This is why it is critical to identify the fault and corrective action for a smooth and effective working process. When determining the defects, consider finding answers to the following questions:-

   • What is the transaction volume?
   • Is it a product or a process-based defect?
   • How are the defects recorded?
   • How are these defects communicated?
      

5. Maintain Proper Documents and Records

   A QMS system requires developing documented information and records. Ensure creating documents for each process based on your business model. In addition, maintain records for quality policy and procedures. For instance, a call center quality management solution requires maintaining evaluation forms and checklists to ensure every interaction is as per company standards. 

6. Use the Quality Management System

   It is time to use the quality management system to take control of your contact centers and reduce risks and inefficiencies. Recording all the required information helps a QMS system conduct periodic internal audits and management reviews. How does that help? It identifies potential risks and non-conformance with the quality standards. Moreover, it provides corrective and preventive actions for inconsistencies in the workflow. 

7. Monitor, Measure and Improve Your Performance

   • Regularly monitor the performance and identify new quality benchmarks.
   • Track and measure the performance as per the set standards.
   • Identify the various trends and patterns in the data to discover new improvement opportunities in the performance. 

FiveS Digital - Boosting Your Quality Standards

FiveS Digital, a technology-driven service provider, offers the best quality management system to achieve your quality management goals. FiveS’s call center quality management solution allows you to take control of your contact center and reduce risks, inefficiencies, and leakages. 

So get in touch with FiveS TODAY and turn quality into your competitive advantage.