Strengthening Customer Relationships through Quality Assurance

Ben Dewison, Specialist Member of The Institute of Customer Service, UK, explains the importance of quality assurance and how it can be used to improve customer relationships. Quality standards are set by internationally recognised bodies to develop best practice, enhance company performance and improve customer satisfaction. Standards can take various forms, including: regulations, contractual requirements…

Auditing for Cost Improvement

Jeff Monk, CQP FCQI, Managing Director of auditing training and consultancy firm, Jemo International, shares his simple steps to help organisations curtail costs and improve business performance through audits. Many senior executives view quality as an overhead cost, necessary but not profit making. This article is based on work that we, Jemo International – a global…

Achieving success in quality

Donna Hopkins, Quality and Compliance Manager at Ridgeway Biologicals – part of Ceva Animal Health, UK, talks to Daniel Moore about achieving the CQI’s Chartered Membership grade (CQP MCQI), and her plans to move up to Fellowship status in the future. Daniel Moore: What made you decide to apply for this grade? Donna Hopkins: I have…

ISO 9001:2015 quality policy objectives (IRCA)

Andrew Holt examines how ISO 9001:2015 sets out the development and communication of the quality policy and what this means for auditors. It is in sub-clause 5.2.1 of ISO 9001:2015 that sets out the requirements of top management in respect of the organisation’s quality policy. Top management must establish a quality policy that is appropriate…

Bringing better quality into construction.

Daniel Moore speaks to Charlie Versi, Director of Quality, Europe, at Multiplex and 2018’s Quality Professional of the Year, about life after the awards and how this accolade has helped him to promote quality across the construction sector.  Daniel Moore: How would you sum up your experience of entering the 2018 International Quality Awards and…

Second-party audits: An improvement opportunity for ISO 9001?

Gordon McNeil, CQP MCQI, IRCA Principal Auditor, explains the importance of second-party audits, and the role that accreditation and certification can play Certification to the ISO 9001 standard is often a minimum customer requirement for external product and service providers and their sub-tiers. As organisations seek to identify, minimise and mitigate supply chain risk, there…

Creating a quality culture with TQM

Miguel Cartañá, Senior Quality Consultant at AQC Group, Spain, explains the importance of Total Quality Management (TQM), and the principles quality teams and their businesses should adopt to achieve success. Understanding the meaning of Total Quality Management (TQM) is not simple, just as it would be to design a bridge without the knowledge of engineering,…

Error-Proofing Production for Automotive Manufacturing

Anca Thompson, Senior Vice President and Chief Quality Officer at Sanmina Corporation, explores how quality management and Industry 4.0 technology can tackle the latest trends in the automotive industry The automotive industry is transforming as innovative technology, shifting business models and changing driver behaviours impact the way cars are designed and built. Innovative technology is…