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7 Criteria Your Quality Management System Must Meet

In the past, the term quality referred specifically to the quality of a product. Nowadays, “quality” has a much broader scope. Quality means quality of the company organization and all related products and processes.

W. Edwards Deming defined a universal and simple description for quality management: PLAN – meaning setting objectives – DO – meaning applying good practices – CHECK – meaning measuring results – ACT – meaning continuously improving.

Deming wheel quality management system

Deming wheel

  1. The Deming Wheel is the basis for any quality system. All quality standards are based on the Deming improvement wheel principles. In this sense, quality management (QM) is all about applying best practices and continuously improving.
  2. Customers must be in the center of the quality system. This includes not only the final customer that buys the product, but also internal customers in different processes.The aim of any enterprise is to deliver products and services that fulfill customer needs and keep them satisfied. And obviously this needs to generate profits.
    From customer needs to customer satisfaction

    From customer needs to customer satisfaction

    Is this enough? Surely not.
    Enterprises need to keep employees motivated and happy. They need to minimize impacts on the environment. That means that employee health + security and environmental regulations are fundamental matters when defining best practices.

    QM includes health, security and environmental concerns.
    What about risk management?

  3. Risk management should a part of any QM system. Identifying, assessing, treating and monitoring risks should be considered for each process when defining good practices.Risks can’t be measured, unlike other quality metrics. But risks should be continuously assessed, based on probability of occurrence and impact (when occurring). Controls need to be applied on a regular basis.
    Example of a risk matrix

    Example of a risk matrix

    Today, risks are still not always considered at many companies. Financial consequences of un-mastered risks can be disastrous.

  4. Tracking relationships is key for a successful QM system. Improvement processes are closely interrelated. Improving continuously requires keeping track of these relationships.
    Because clients are in the center of the QM system, having a quality relationship management system allows tracking of important interactions – like calls or emails – with clients and suppliers.
  5. A QM system should include process automation with workflows. Information push shortens process lifecycles and increases customer satisfaction.
  6. Document management must be part of a QM system. Compliance documents, like good practices or instructions, need to be shared with end users. Tracking document versions, connectivity with Microsoft Office, and possibly having a document validation process are important document management features.
  7. Mobility has come to be an important feature of any QM system. As an example, the need for quality managers to audit external suppliers or customers requires a remote or offline access to the QM system.

At BPA Solutions, our quality engineers and IT experts have developed an integrated quality and risk management solution on the top of Microsoft SharePoint. BPA can help you achieve your goals when implementing a QM system.

Case Study: SharePoint CRM by BPA brings City of Lausanne 96% of Email Responses on Time

The City of Lausanne, one of the largest cities in Switzerland, has more than 4,500 collaborators spread out over seven service areas and 42 services.

Project Goal:

Every day, the City’s industrial services area receives hundreds of communications (letters, email, and fax) that need to be answered on time. The aim of Project GECO (Mail Management) was to offer a business solution covering the following four areas:

  1. Efficiency & Quality: Convert all incoming communications into electronic format as needed, register all incoming communications, and assign them to client’s managers in order to get an adequate response on time.
  2. Traceability: Register all actions and activities from reception to response to delivery.
  3. Archiving: Retain all incoming and outgoing communications during the entire legal period.
  4. Monitoring & Reporting: Provide indicators, reports, and scorecards to management.

The challenge: Deploy the system into production rapidly with limited resources and budget.

Solution:

SharePoint 2010 was already in place and used mainly by the services for collaboration and document management. Therefore SharePoint was naturally chosen as the CRM technology platform, in order to maximize the platform’s return on investment and minimize the total cost of ownership of implementing new business solutions.

The purchase of the BPA Solution Suite, including SharePoint CRM, allowed the City to provide different business solutions that could be used immediately without any development or coding. This included the Mail Management solution. This solution now gives users the ability to produce printable documents and emails rapidly using many different predefined templates. The solution also gives users the ability to apply filters and search for information rapidly; users have the ability to view all actions and activities done throughout the whole chain, from reception to delivery. Finally, the reporting section provides accurate indicators of performance and business intelligence.

sharepoint crm lausanne

Benefits:

As of May 2013, the Mail Management solution has been used every day by the entire service. In about seven months, more than 25,000 incoming and outgoing letters, emails, and faxes were registered and managed successfully.

The solution is easy to use and performs all the key steps of the Mail Management Service more quickly and efficiently. The objective of achieving 96% of responses on time has been reached systematically and the client’s satisfaction has been improved substantially.

Managers now have multiple dynamic reports to better track and follow the client’s requests, and therefore improve the quality of the Mail Management Service.
This is just one example of how BPA Solutions and their SharePoint CRM can help solve challenging problems. Other BPA business solutions, including the new Partner Relationship Management Solution, will be going live soon. Please follow our blog for more updates on our new products.

Tips From Townsend: BPA Reminder Tool

There’s no way to remember to touch base with every client, every week. Right? Wrong! BPA’s CRM solution includes a custom tool that allows you to make sure you reach out to every prospect, every client, at the right interval. Introducing the BPA Reminder Tool, our secret weapon to build better relationships. This intuitive, wizard-like tool configures everything about your reminders:

  • Scheduling periodic emails,
  • Specifying lists/views to watch,
  • Setting specific conditions to trigger emails,
  • Changing the sender address to customize your communication strategy,
  • Setting prescribed recipients, and
  • Customizing the content contained in the subject and body of your email to include variables from your list data.

Every customer receives royal treatment with the push of a few buttons!

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Announcing BPA Quality 2013 – Quality Management for SharePoint 2013

BPA Quality for SharePoint 2013 is a new generation solution adding relationship management to quality processes to achieve better business results. It is the most technologically advanced quality management solution for SharePoint with over 30 configurable commercial grade web parts – not just a simple site template.

Non-Conformance detail page with related CAPA actions

Image 1: Non-Conformance detail page with related CAPA actions.

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Experience the Next Generation CRM Solution for SharePoint 2013

This recorded webinar session presents BPA’s new release of its award winning CRM solution for Microsoft SharePoint 2013.

Leverage your existing infrastructure and deploy an enterprise-class CRM running on the most powerful collaboration platform ever.

Amazing new features and a new user experience will enable your organization to more efficient and productive.

BPA CRM is the most integrated CRM Solution

Welcome to the new CRM generation !

Our SharePoint CRM solution is the most technologically advanced CRM solution for SharePoint with over 30 configurable commercial grade web parts – not just a simple site template.

We deliver a CRM solution directed at the frontline workforce, configured the way you do business and where you get ultimate control.

BPA CRM is built to run on both Microsoft SharePoint Foundation and Server.  Native integration with Microsoft Office ensures the highest productivity.

mass document import with drag and drop
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BPA CRM wins SharePoint Award 2013

BPA CRM 2013 was selected Best SharePoint 2013 App Finalist at the European SharePoint Community Awards 2013.

One year ago, BPA was selected as the sole non-American player in the Office-SharePoint 15 Technology Adoption Program (TAP) by Microsoft. Our project was very challenging for both BPA and Microsoft. The idea was to develop a CRM App based on SharePoint online and Azure and available with Office 365. Even more challenging, we wanted to have as far as possible the same code for the App to be deployed either on the Microsoft cloud or on-premise and keep performance high. Read more