Quality Improvement and Quality Management: Complementary or Contradictory?

ABSTRACT This paper defines quality improvement. processes (QIP) and quality management systems (QMS) and discusses perceived differences between the two. It provides specific examples of QIP and QMS working in a complementary fashion to improve existing manufacturing and administrative processes. Evidence from these examples shows that quality improvement activities are compatible with and can enhance the effectiveness of quality management systems if properly integrated. INTRODUCTION Many organizations are talking about quality. Some use the word in the traditional framework of quality assurance and quality control. Others consider the word as a part of the quality improvement process or total quality management. Still others see the situation as an "either or" choice. This paper discusses Quality Management Systems (QMS) and the quality improvement process (QIP) and reviews their complementary and contradictory traits.. QHS - What is it? For the purpose of this discussion, QMS means the system of formal, documented practices used by an organization to measure, report, and control the quality of its goods and/or services. QMS are common features of manufacturing companies, especially those involved in highly regulated products. Less common are QMS that manage the quality of services. Also, an operational definition of QMS might be: QMS provides a method that al1ows a company to "... organize itself in such a way that the technical, administrative and human factors affecting the quality of its products and services will be under control." 1S0 90041QMS is "... aimed primarily at preventing nonconformity... " 1S0 90011QMS is to "... assure compliance with the requirements of the contract." MIL-Q-9858A2 QMS is "... a network of planned and systematic actions necessary to provide confidence that a product is produced or a service is performed in accordance with specified requirements." ASME MCS-13 Thus QMS establishes away to meet the stated requirements. It provides the minimum, the floor, the foundation, if you will, of customer expectations. This is not to say that customer satisfaction follows when aQMS is in place. Publicity surrounding the coming of a more well defined European Community has focused attention on one aspect of barrier-free trade within the EC...the provision for a quality management system to"meet 1S0 9000. " QIP - What is it? QIP is a management philosophy aimed continuously improving products and services. through a formal system that recognizer suppliers and customers (internal and external), identifies processes and provides methods of meeting customer needs. Many acronyms and phrases are used to express this same philosophy, including TQM, Process Improvement, etc. Although each practitioner brings something unique to the format, this paper deals with such change programs as a whole (QIP) with no comment on the effectiveness of a particular technique or element. QIP is often described as a series of repeating cycles that give it a continuous, ongoing characteristic. QIP is a philosophy that is applicable to all areas of a business, from floor-sweeper to salesman to the president.