he meaning and benefits of quality assurance
Quality Assurance (QA)
The idea of ‘quality’ is understood less exactly in everyday life than it is in a business context. Popularly, it suggests a degree of excellence whereas it is formally defined to be ‘the totality of features and characteristics of a product or service that bear upon its ability to satisfy stated or implied needs’ (ISO8402). Defined in this way, the assurance of quality relies on the effective management (quality management) of all those affairs of an organisation that influence the satisfaction of customer need.
QA – a phrase coined shortly after the Second World War – is a philosophy of management. It provides confidence within an organisation, and between the parties to a contract, that specific requirements for quality will be consistently met. It advocates a more formal and systematic management style and approach to work through the establishment and documentation of well-defined procedures. By enabling greater control of activity and emphasising the importance of preventive measures to eliminate causes of deficiency, the adoption of the principles of QA leads to performance improvement, reduction of waste, improvement of customer satisfaction and confidence, and enhanced profitability, efficiency and competitive status.
The concepts, disciplines and technique of QA have revolutionised industrial strategies for competitive survival worldwide, and the principles of management, necessary to assure quality, have been summarised in published standards such as ISO9001. These principles have been interpreted to apply to all kinds of manufacturing, process and service organisations, irrespective of the nature of their business. Their application, properly accompanied by a genuine commitment to quality and a desire for continuous improvement, has resulted in countless examples of business revival and success.
The establishment of a system of management based on ISO9001 is fundamental to the realisation of QA. It is the foundation for an ongoing quality improvement programme.
Benefits
The prime objective of QA is to increase the profitability of an organisation. Attention to good management practices produces an environment in which:
- the incidence of errors and defects (and material waste) is reduced;
- supplier problems diminish;
- documented procedures ensure that people know what they are supposed to do; wasteful practices and eliminated; progress is monitored systematically;
- any corrective action is implemented effectively;
- conformance to requirements can be easily demonstrated; and
- quality is accomplished at the first attempt.
Improvements to product/service quality result in improved customer satisfaction, thereby enhancing an organisation’s reputation and market share. Moreover, the establishment of a quality system invites contribution from everyone and can therefore have a motivating effect on all those involved.
Certification to ISO9001 by a Certification Body accredited by the United Kingdom Accreditation Service (UKAS) can be an important marketing tool, which has international significance. Certification may assist export and/or prevent loss of business to foreign competitors certified to the same standard. It is a requirement for a firm seeking kite-marked product approval, and is looked on favourably by insurers against product liability claims. Customer organisations may decide that they need not carry out their own assessments of a firm certified to ISO9001 by a third party.
onsultancy in Quality and Environmental Management Systems
Quality Management Systems have been around for many years and the international Quality System Standard – ISO9001 – forms the backbone of most management systems designed with a quality or environmental focus. Our Environmental Management Systems comply fully with ISO14001 and integrate with existing management systems, including those founded on ISO9001.
Consultancy services
At Pagan Paints, we have recognised the ever-increasing impetus to encourage business to implement formal management systems to enhance a reputation for quality products and services while reducing environmental impacts and complying with regulatory requirements. We have therefore expanded the scope of our services to include a consultancy wing to provide assistance to organisations seeking certification to ISO9001 (Quality Management System Requirements) and ISO14001 (Environmental Management System Requirements).
An effective management system cannot be bought ‘off the shelf’. It needs to be custom designed to build on an organisation’s strengths, and introduce improvements where appropriate. We aim to maximise our clients’ competitive advantage by improving efficiency, increasing customer satisfaction and ensuring regulatory compliance through the implementation of management systems complying with these international standards.
We offer specialist consultancy help for the design of user-friendly management systems that capture best practice, avoid excessive bureaucracy and drive improvements. The management systems we provide have been highly commended by Certification Bodies for the clarity of their definition and the effectiveness with which they accomplish organisational objectives, comply with international standards, and satisfy assessment models. When you partner with Pagan Paints, you engage an expert consultancy service that will work closely with you to develop an organisational culture for the effective implementation of a world-class management system – reducing ‘fire fighting’ and uncertainty and providing a good return on investment.
Our expertise and scope
Our consultants are highly qualified, including chartered status with their respective professional Institutions, and are Lead Auditors under the prestigious International Register of Certificated Auditors (IRCA). We serve a diverse range of organisations, irrespective of size, in the UK and overseas. We understand the need, particularly in small firms, for management systems to be straightforward and inexpensive to implement and maintain. For organisations with an established a management system (e.g. for quality or environmental control) we offer advice on specific issues. For newcomers, we provide an introduction to the key issues, guidance along the route to achieving ISO9001 and ISO14001 certification, and assistance with the design and implementation of new management systems. A close working relationship is always formed with clients to develop efficient and cost-effective systems that ensure long-term success and enhance performance.
Services provided
Our services include:
- Design/administration of programmes leading to certification to ISO9001, ISO14001 and related standards.
- ‘Gap analysis’ to determine an organisation’s shortfall with regard to the requirements of specific standards.
- Design of management systems to meet the requirements of various specialist schemes such as NSI Fire and Security schemes, BAFE Scheme SP203, Security Screening (BS7858).
- Development of quality and environmental policies, targets and goals.
- Process mapping and flow-charting.
- Document change management.
- Technical writing.
- Assistance with the preparation of Quality Manuals, Environmental Manuals and procedural documentation.
- Chairing Management Reviews of the effectiveness of management systems.
- Integration of ISO 9001, ISO 14001 and OHSAS 18001 management systems.
- Assistance with the selection of an appropriate Certification Body and liaison as required.
- Assistance with the preparation for initial assessment and ongoing Certification Body audits.
- Design and implementation of full management systems complying with respective management systems standards.
- Design of forms prompting necessary information and carrying appropriate user instructions.
- Development of strategies to improve supplier/subcontractor services.
- Internal quality/environmental system auditing of a client’s business.
- Auditing of suppliers/subcontractors on a client’s behalf.
- Advice on the preparation of project Quality Plans (e.g. requested for military contracts).
- Design Review facilitation.