Of all the clauses in ISO 9001, quality objectives are the one I most often see treated as a box-ticking chore, and it shows at audit. A wall of vague aspirations like “improve customer satisfaction” with no number attached is the single most common finding I raise under clause 6.2. Objectives that are written well, […]
Tag: #QualityAssurance
DRY ISO 9001 Quality Management Systems: Don’t Repeat Yourself
We recently came across a handy principle borrowed from software engineering: DRY (Don’t Repeat Yourself). The idea is to reduce the repetition of information by ensuring every piece of knowledge has a single, unambiguous, authoritative representation within a system. In plain terms, a single source of truth. Applying this methodology to your management system makes […]
Strategic Plan: Mystical Art or Common Sense?
Is strategic planning a mystical art conjured over a cauldron to provide a vision of the future, or is it simply laying out the company’s values and vision, identifying risks and working out how to measure success? In other words, common sense? This article takes a deep dive into why a strategic plan is a […]
Quality Assurance, Quality Control & QMS
What is Quality Assurance? Quality Assurance means that you have a system to consistently deliver products and services to a high standard; the standard expected by your customers. It is achieved by implementing a quality management system that identifies what an organisation needs to do to assure the Quality of the “thing” (product and/or service) that their customers pay for. Need help building […]
The real reason two Max 8s went down?
The two Boeing 737 MAX 8 crashes are often described as a technical failure of a single flight-control system. But the deeper story is about commercial pressure to beat a rival, and a breakdown in following proper process. This wasn’t simply a software bug. It was an avoidable failure of process discipline, the kind of […]
Lockheed Martin multi-role F-35 stealth fighter simulator at World Quality Conference 2019
Defence and aerospace manufacturers like Lockheed Martin sit at the demanding end of the quality spectrum, including showcasing programmes such as the multi-role F-35 stealth fighter at industry events like the ASQ World Conference on Quality and Improvement. When every mission is high-stakes, quality in both products and processes is non-negotiable. “At Lockheed Martin, quality […]
Being a Taxi Driver in Japan: Total Dedication to the Customer
This ABC piece on Japanese taxi drivers is a lovely reflection of a culture built around total commitment to the customer. Japanese society embodies the ideals at the heart of quality management: continual improvement and genuine customer focus. It is the same thinking that produced the Toyota Production System and the practice of Kaizen. The […]
If knowledge is power
IF knowledge is power, AND with great power comes great responsibility, THEN with great knowledge comes great responsibility. A note to knowledgeable people: don’t over-complicate situations to showcase your intellect. Use knowledge as you should power, with restraint, discretion and in proportion, to achieve positive outcomes for the greater good. It is a principle we […]
