Author:
Mario Maltese
In an industry that is difficult to describe, answering the question "what a commercial AV company does for a living?" is not a simple task. Why do we work? What is the goal of the company? Now qualify that goal…
Determine if you can get senior management to commit. If not, see last month’s article, Where do we go from here, Part 1, as a way to convince senior management. If (or when) yes, we may continue here:
Define the Task: bringing a whole company to act as one, where everyone is trained in their jobs, equipped, and motivated, responsibilities and accountabilities are understood, and the logistics are satisfactory for fluid and efficient production
Here are the step-by-step tasks for creating an evidence-based quality management system that provides for zero defect systems (no punch lists and service returns) that perform as intended, on time, and under budget:
senior management team confirms a policy statement and designates unofficial authority to a facilitator (either a trained consultant or a competent designee of the company), establishes a workable timeline, and creates a company macro that identifies the process owners/department heads, and where the connecting points are. A decision is made if ISO9000 is also desired. The Management’s Representative for Quality, the person who champions the Company’s Quality Management System that was created and knows the most about it (MR) is identified
process owners and department heads commit to the goal, are trained at facilitating defined procedures within their department, and “inputs and outputs” at interconnecting points, with successful completion of the appropriate AV9000 Standards checklists as the minimum measurement and monitoring criteria, conveniently placed at project milestones and department “outputs”
a pre-audit of the resultant “procedure manual” is reviewed and approved (or a subsequent audit scheduled), with “quality records” identified yielding what would be evidence-based compliance
trial period (i.e., 3-6 months) takes place, which would allow sufficient evidence for compliance (called the “wet cement” period)
final audit for compliance takes place
when successful, public announcements of new quality management system compliance, company quality policy
ongoing for continual improvement: management quality review meetings, “CAPA” process, internal audit process
an annual review should include and track key improvement indicators for “Plan – Do – Study – Act” analysis and reflection, updated risk assessment, improved profitability verification
at this point, AV9000 Compliance is more than likely easily obtainable, and an application is made to AQAV for an AV9000 Compliance Audit
if ISO9000 has been obtained, AV9000 Certification is also more than likely easily obtainable and should be applied for at AQAV. Now, an external third-party Registrar confirms that the company’s Quality Policy adopted the AV9000 Standard and continues to do so, that the company follows its stated quality policy and quality management system.
When successful, congratulate yourself on creating a working Quality Management System. Make public announcements of new quality management system compliance, and company quality policy. Set your sights on ongoing continual improvement: management quality review meetings, “CAPA” process, (internal audit process). An annual review should include and track key improvement indicators for “Plan – Do – Study – Act” analysis and reflection, updated risk assessment, and improved profitability verification.
At this point, AV9000 Compliance is more than likely easily obtainable, and an application is made to AQAV for an AV9000 Compliance Audit if the company did not do so already.
If ISO9000 has been obtained, the “Ultimate Goal” is within reach. AV9000 Certification is also more than likely easily obtainable and should be applied for at AQAV. Now, an external third-party Registrar confirms that the company’s Quality Policy adopted the AV9000 Standard and continues to do so. The company follows its stated quality policy and quality management system.
Companies that achieved the Ultimate Goal will attest that (1) it’s not easy, and (2) the profits increase dramatically. Keeping certification also requires constant discipline, since there are many moving parts, namely the market, the employees, and the products. Yet without a good QMS, expect the losses that trial-and-error inflicts.