A critical evaluation of the quality management system at the medical company in the North West

Abstract

Quality management is the single most important process in any organization, whether for profit, nonprofit or an organization such as a health–care maintenance organization. It defines the purpose of quality for the organization it represents. Quality management is often forgotten, but it guarantees the quality in output from any organization and exists as an asset that always adds value to it. Quality Management System describes a situation where all business functions are involved in a process of continuous quality improvement. The International Organization for Standardization (ISO 9001:2008) is one of the quality systems commonly used by most organizations to provide businesses with the capability for their processes and requirements, or to give guidance on good management practice. This implies that the development and implementation of Quality Management Systems in government departments and the public sector will improve the quality of services delivery. This study concerns the perceptions of the effect of the Quality Management System intervention that was implemented at one of the medical companies in the North West. The study is about the employee perceptions of the effect of the Quality Management System intervention that was implemented at one of medical companies in the North West. The findings of this study indicated that a Quality Management Systems are functioning in all the departments. The quality management system can be used to improve the level of service delivery in the company. A literature study was conducted to explore the QMS perceptions, QMS effectiveness, leadership, and employee satisfaction and employee morale of all the departments in the company. And finally, for the Quality Management System to be developed, implemented and maintained successfully. The introduction of ISO 9001:2008 is recommended.