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ISO9001:

Quality Management System

 

A Quality System looks to put in to place a set of defined processes within an organisation. It also looks to instil the idea of ‘continuous improvement’.

 

Processes are put in to flow diagrams to ensure that all members of the department that they come from work the same way towards achieving the process objective. The idea behind this isn’t to create automatons but to ensure that consistency when dealing with customers and other departments is in place.

The benefits that Cobweb has got from this system have been immense.

In 2003 Cobweb was still a relatively new company and quite unstructured from a process and procedure perspective. The Managing Director who had joined the company a few months previously recognised this and with previous experience from his last company decided that this would enable Cobweb to become more formalised and structured.

So, an implementation plan was started in August 2003 with a launch date of June 2004. All departments would be involved to make sure that the ideals behind the quality system were engrained throughout the business. This was quite a culture shock from where we had come from before but all the management were committed to helping the company mature and ultimately grow.

Some of the areas covered by the system included:

• QP1 - Document Control System

• QP2 - Control of Records
• QP3 - An Internal Audit Process (Part of the system if self regulated)
• QP4 - Control of Nonconforming Service
• QP5 - Control of Corrective Actions
• QP6 - Control of Preventive Actions

These 6 Quality processes (QP’s we call them!) form the foundation on which the system is based. We also have 70 processes spread out over the departments including things such as a sales process, complaints process, direct billing and change control. These departmental processes are audited using QP3 on a quarterly basis by a team of internal auditors. Eight people from across the company make up the team of auditors and they are not allowed to audit their own areas to ensure fairness.

Areas that are non-conforming (IE not working as we’d like them to) are picked up in the audit and a non-conformance with the quality system raised. The owner of the process within the department then needs to give a timescale as to when the issue can be resolved. The QA department then monitors any outstanding non-conformity raised and ensures that they are closed in a timely manner.

We have now been accredited with this system since June 2004 as we passed certification first time! (We were very pleased!) The system is now quite mature in comparison to the early days and much easier to manage. We still have a way to go and the thing with continuous improvement is to constantly strive to make things better. I like to think that’s what we do and we always welcome feedback from customers as to areas of improvement. I assure you, we do listen.

 

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