Customer Loyalty and The Role of the Quality Professional.

Mark Eydman, CQP MCQI, Managing Director at Six Pillars Consulting, considers how organisations can measure, respond to, and develop customer loyalty to support sustainable, profitable growth. The CQI describes quality as the process of making organisations perform for their stakeholders, and most would agree that customers are among the most important of those stakeholders. If…

​ISO 9001:2015 Documented Information.

Alex Woods offers a guide to the documented information requirements in ISO 9001:2015. One of the more eagerly discussed differences between ISO 9001:2015 and its predecessor is the absence of the terms “documents” and “records”. The six mandatory documented procedures are gone, so too has the requirement for a documented quality manual. Instead, throughout the…

​ISO 45001: All Change.

Colin MacNee analyses the latest developments on ISO/DIS 45001 and finds some significant changes have been introduced. The Draft International Standard, ISO/DIS 45001 occupational health and safety management systems – Requirements with guidance for use, has been published for ballot and comment. There are significant changes from the second committee draft (CD 2). Annex SL High…

Quality Behaviours

Paul Vaughan CQP, FCQI, Lead Quality Manager in Projects at Siemens Mobility, asks you to put yourself in your customers’ shoes and make quality a habit. Think about the following three scenarios: Scenario 1: Having paid good money for a theatre ticket, you find that the stage view is obscured. Scenario 2: You’ve just ordered…

Quality in Social Care.

Himu Gupta, CQP MCQI, an Independent Consultant and Trainer in quality control and quality assurance, explores the ways quality management can be improved in social care. More and more social care agencies are investing in the development and implementation of a quality management system. They are aiming to achieve best value in service delivery and provide an…

Utilising the ‘8D Approach’ in Business.

Stephanie Herring, Quality Manager at Wales Fertility Institute, UK, explains why the 8D approach should be applied when investigating non-conformances. Within all aspects of any service, quality remains the integral commodity of how we continue to improve our services, our staff and ourselves. Working towards continual improvement can sometimes cause staff and service fatigue, due…

Managing Health and Safety as part of the Quality Management System

Bob Marshall, CQP MCQI, Secretary of the CQI Yorkshire branch, explains how health and safety must be considered when determining the needs and expectations of interested parties and providing a suitable working environment. ISO 9001:2015 Quality Management Systems does not specifically mention safety, but to comply we must meet the safety requirements of interested parties,…

Adapting to the New Normal: Third-party Audits.

Damien Tiller, CQP MCQI, IRCA Lead PQMS and QMS Auditor, highlights the way the SOC® Service Organizations: Trust Services Criteria Report could overcome the difficulties inherent in remote auditing. Many organisations have switched to remote audits during their vendor selection and due-diligence auditing phase. For some organisations, especially those within the life sciences industry, this…