| | DECEMBER 20198CIOReviewIN MY OPINIONThe focus of this article will be on Quality Management Systems (QMS) in the service industry. Knowing quality grew up in the manufacturing industry brings certain challenges when implementing a QMS in the service industry. Why? The products are not always tangible. The services, for the most part, are promises. Promises to customers to pay their claim if they have an auto accident. Promises to customers to pay a certain interest rate on money you invest. Promises to customers to pay a doctor visit if you become ill. Before I jump in, let me start with a definition. There are a lot of QMS definitions out there. I have read many. Many have confused me. Many were bland. Many did not provide a robust enough articulation to assist me with visualizing what a QMS really is. With this, let me try to explain what it is in its simplest form. A QMS is a management system, It is a system that contains pre-architected improvement processes that consistently monitor the performance of your processes against customer expectations to create a permanent environment of continuous improvement. There are various types of QMS' that you may have heard of like Six Sigma, Continuous Quality Improvement (CQI), Total Quality Management (TQM), and ISO. These methods or systems are very robust systems that create permanent environments. But, some like Six Sigma, are methods that are used to solve business problems as they become apparent and may not the permanency status you are looking for. I bring this up because it is very important to make a distinction between methods or systems that are typically used on business problems project-by-project versus a permanent system that is in place and used day-to-day as problems occur. Now, I am not saying Six Sigma can't be used on a day-to-day permanent system. I am saying I have seen organizations typically use Six Sigma in this fashion. Next, I would like to get into why companies struggle, and to help you better understand what a QMS is, but first let me provide you with the elements of an effective QMS and its purpose. First, the purpose of a QMS is quite simply improve processes or service delivery, reduce waste, lower costs, and to change organization culture to have a more proactive continuous improvement mindset versus being reactive. Next, although elements could be different based on how you were trained, your CI beliefs, or organizational receptiveness, I will provide a general set of elements. Quality management Systems should address an organization's unique needs; however, the elements all systems have in common include: a. The organization's continuous improvement strategy and objectivesb. Procedures, instructions, and records of the QMS systemc. A process or service heat mapd. Customer satisfaction scorecarde. Root cause analysisf. Improvement opportunities or change roadmapNow on to the obstacles of a QMS. Would you like your company to generate less waste? Would you like your company to be more effective at meeting customer requirements? If yes, a QMS may be the right solution. I say may because they are very complex systems and many companies struggle to not only implement them but also maintain them as a management By Michael Stober, SVP Lean Process and Customer Experience Reengineering, Citizens BankADOPTING QMS IN THE SERVICE INDUSTRYMichael Stober
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