Evaluation (quality management)

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The assessment in quality management represents an essential part of the process that should lead to the improvement of the affected products or services.

Evaluation through certification

The terms and requirements as they can apply to a certifiable quality management system are specified , for example, in the quality management standards of the ISO 9000-9004 family of standards . The ISO 9001 is the certifiable standard of this family of standards and the basis for several other building upon standards - eg. B. IATF 16949 , which is required by automobile manufacturers from their suppliers.

Companies and organizations can be certified according to a certification standard such as ISO 9001: 2015. For this purpose, auditors from a certification body (certification company) visit the company to be certified and assess the quality management system there for compliance with ...

  1. the valid certification standard, e.g. B. ISO 9001: 2015;
  2. Requirements that the company or organization places on itself as part of the quality management manual (QMM);
  3. existing customer requirements , insofar as this is required by the certification standard ISO 9001: 2015 (this applies in any case to the and all standards based on it);
  4. Any applicable legal requirements, the fulfillment of which is required by the standard.

The certification auditors are industry experts, so they can assess the management system not only with regard to general criteria, but also with regard to industry-specific features and risks. This industry knowledge of the auditors is also called scope and forms a prerequisite for their approval as certification auditors . The qualification of auditors - not just certification auditors - is regulated in ISO 19011.

The certification audit evaluates the quality capability of an organization or a company. The quality capability does not make a statement about the quality of certain products or services, but rather describes the ability of an organization or a company to achieve quality within the framework of the business processes controlled by quality management .

A certification standard stipulates a minimum requirement for a quality management system, and there have been very many companies that have tried to meet this minimum standard with a view to certification. For this reason, ISO 9001: 2008 has included the requirement for a continuous improvement process (CIP) in the standard. This ensures that a company that wants to receive the certificate permanently has to get involved in sustainable development. And this is expected to be reflected in the corporate culture .

Self-assessment and evaluation in competition (benchmarking)

A company or an organization that wants to compete for a quality award must be able to assess its own position honestly and accurately. The basic idea of ​​this self-assessment and the tendering of a quality award is based on the corporate culture as the carrier of a continuous process in which a quality policy (vision, mission, values) is converted into measurable goals and 'broken down' (cascaded) across all hierarchical levels. It is essential that all employees know their function and responsibility for the overall performance of the company, are able to implement (qualification) and also want to implement (motivation). This works when the people in a company understand the sustainable development and improvement of quality-capable processes and experience it as helpful. The development of a corporate culture that carries such experiences and the necessary motivation of the employees takes time and can only be achieved in the long term. Companies that want to cheat themselves here are very quickly 'punished' by the reality of competition. The competition for a quality award differs only slightly from the competition for the customer.

The self- assessment is not carried out by auditors, but by so-called assessors . These assessors also follow a guideline by means of which they check the ability of the management system. Such guidelines are published by the

made available.

EFQM

The EFQM also enables certification by the assessors. Ultimately, only the term is different here. External assessors come for the EFQM certificate and auditors for the ISO certificate. In principle, the EFQM certificate is more comprehensive, as it places more value on process orientation than the ISO certificate, which only introduced process orientation in 2000.

ISO 9004

ISO 9004 is a stand-alone guide for improving the performance of an organization. In contrast to ISO 9001: 2015, it cannot be certified. In terms of structure, in addition to the text of ISO 9001, ISO 9004 contains recommendations or explanations for implementing the requirements of ISO 9001 - thus both standards form a consistent pair.

As a guideline from the ISO 9000 ff. Family of standards, ISO 9004 offers a continuation and expansion of the fundamental QM standards from ISO 9001. This can also serve to improve the performance of an ISO 9001 certified quality management system as part of the continuous improvement process required there (CIP) to be further developed. When implementing its recommendations in terms of requirements, ISO 9004 approaches the evaluation criteria of EFQM in terms of content (not structurally) and can therefore also serve as a guide when it comes to converting an existing quality management system according to ISO 9001 into a system of TQM ( Total Quality Management ) - for example according to the criteria of EFQM - to be transferred.