Corrective and Preventive Actions that should be taken into consideration by the management are varied and these actions would be based on the result of the performance maturity level assessment gathered from the impressions of participating people in the organization including the executives, team leaders, process owners and the ranks. One approach is to consider the self-assessment output together with the potential key benefits to be gained from a robust quality management system. This way would make possible to the company to recognize and initiate improvement projects that would potentially offer the best benefits based on the priority needs of the organization. People in the organization are the best source of ideas for small-step or ongoing process improvement and often participate as work groups. Small-step ongoing process improvement activities should be controlled in order to understand their effect. The people in the organization that are involved should be provided with the authority, technical support and necessary resources for the changes associated with the improvement.
In the publication of the previous ISO 9001:2000, it has been stated that “Customers demand products that satisfy their needs and expectations. These needs and expectations are usually expressed as specifications for the product and are generally referred to as customer requirements. Customer requirements may be set out in contracts by the customer or may be determined by the organization. In either case, the customer ultimately decides whether or not the product is acceptable. Because customer needs and expectations are changing, organizations must continually improve their products and processes.” This expression of the quality management system principle thus, believe that if the industry would find ways to improve the organization’s business performance, the promise of change would result to improved business planning, greater quality awareness, improved communication, higher customer satisfaction and reduced cost of non-quality.
However, the need for continual improvement has few things to consider before implementing it. A process problem, for example, should be identified and an area for improvement selected, noting the reason for working on it. The effectiveness and efficiency of the existing process should also be evaluated; collect and analyze what types of problem occur most often and by then, should set the purpose for improvement for recognizing a specific problem. In analyzing the problem, the root causes should be identified and verified, followed by exploring alternative solutions and selecting the best option. There is also the need for evaluating effects. Verifying that the problem and its root causes have been eliminated, a proof that the solution carried out has worked and the objective for improvement has been met. The improved process should now be implemented to prevent the problem and its root causes from recurring and it has to be documented for the possible benefit carrying out this solution elsewhere in the organization if needed.
For the purpose of acknowledging the details suggested by the ISO 9004 publication, the author included on this paper the potential key benefits an organization would get from sustaining change and this is how the ISO 9004 presented it. You may observe the following elements:
– Managing system and processes : Provides a systematic and visible way to lead and operate an organization that continually improves performance.
– Documentation: Provides information and supporting evidence of the effectiveness and efficiency of the quality management system.
– Management responsibility : Ensures the consistent and visible involvement of top management.
– Needs and expectations of interested parties : Ensures that the quality management system considers, in a balanced way, the needs and expectations of all interested parties, to get an effective and efficient system.
– Quality policy : Ensures all interested parties’ needs are understood and provides direction to the total organization leading to visible and expected results.
– Planning : Translates the quality policy into measurable objectives and plans to provide clear focus on important areas throughout the organization. Enhances learning from previous experiences.
– Responsibility, authority and communication : Provides an organization-wide, consistent and comprehensive approach and clarifies roles and responsibilities and linkages to all interested parties.
– Management review : Involves top management in the improvement of the quality management system. Assesses whether plans have been achieved and indicates appropriate action for improvement.
– Resource management ‘” general guidance: Ensures the availability of adequate resources in terms of people, infrastructure, work environment, information, suppliers and partners, natural resources and financial resources so that the objectives of the organization can be achieved.
– People: Provides better understanding of roles, responsibilities and goals and enhances involvement at all levels in the organization in order to achieve performance improvement objectives. Encourages recognition and reward.
– Infrastructure, work environment, information and natural resources : Provide for effective use of resources other than human resources. Enhance understanding of restrictions and opportunities to ensure that objectives and plans are achievable.
– Suppliers and Partnerships : Promotes partner relationships with suppliers and other organizations for mutual benefits.
– Financial resources : Provides better understanding of the relationship between cost and benefits. Encourages improvement towards effective and efficient achievement of the organization’s objectives.
– Product realization ‘” General Guidance : Structures the operations of the organization to achieve a desired result.
– Processes related to interested parties : Ensures that resources and activities are managed as processes. Ensures that all interested parties’ needs and expectations are understood throughout the organization.
– Design and development : Structures the design and development processes to respond effectively and efficiently to the needs and expectations of customers and other interested parties.
– Purchasing : Ensures that suppliers are aligned with the organizations quality policy and objectives.
– Production and service operations: Ensures sustained customer satisfaction by producing products, delivering services and providing support functions that meet customers’ needs and expectations.
– Control of measuring and monitoring devices : Ensures the accuracy of data for analysis.
– Measurement, analysis and improvement ‘” General Guidance : Ensures effective and efficient measurement, selection and validation of data for improvement.
– Measurement and monitoring: Provides controlled methods of measurement and monitoring of processes and products.
– Control of non-conformity : Provides for effective disposition of non conformity in products and processes.
– Analysis of data and Improvement: Provides factual decision-making and increases the effectiveness and efficiency of the organization. Also, focus on prevention and improvement based on trends.