In my last article, I discussed ISO 9001 standard guidelines and how its principles can be translated into quality information management systems. Because of space constraints, however, I was unable to cover the seven principles. In this week’s article, I will touch on the last three principles companies can use to build quality information management systems.
Improvement is one of the quality management systems. It asks these questions. How can a company improve its processes? How can a company ensure that it serves customers better?
Companies that gather information must use this information to improve their services. For example, an airconditioning manufacturer noticed customers complain about how the product drains electricity thereby leading to an upsurge in bills and how the machine work according to the weather. In an online survey, the company discovered that customers wanted a modern air conditioner. This information informs their next set of air conditioners which would: (a) work with the existing weather (b) help manage the power of the customers.
In summary, this means the air conditioner company will improve its products and service offerings. They can review the product, continue planning about development and monitor the results of other improvement projects.
As companies progress in this data-driven age, they must make evidence-based decisions. According to the ISO 9001 standard, these decisions are “based on the analysis and evaluation of data”. Making decisions can be complex in big and small enterprises. However, the company that duly gathers data and analyses data solely to improve its services make decisions based on evidence and facts.
A supermarket on Lekki-Epe expressway, for example, gathers data about her customers. She knows when people troops into the shop, which day people spend the most and the type of items they buy. These data help the shopowner make decisions about items to place on the shelves. Decisions here are not made on conjectures but they are fact-based. These features lead to confident decision making. As such, the shop owner knows when to open, what items to display in certain areas of the shop and may even know how to greet certain customers.
Relationship management is another element in the quality management system. For companies to succeed, they need to manage their relationship with interested parties, such as suppliers and vendors. In governance risk compliance frameworks, companies need to also manage their relationship with their vendors and suppliers and ensure that they manage information shared with them.
Since these parties influence the performance of the organisation, success is more likely to happen when the organisation knows how to choose the right vendors and knows how to manage this relationship.
With a common understanding of goals and values between or among interested parties, it makes the workstream seamless and guarantees that the broader vision and mission of the company is maintained.
I believe these principles can help any company build quality information management systems. Any contemporary company that wishes to deliver quality products and services should consider adopting the ISO 9001 standard guidelines and replicate its principles in her information management systems.