Abstract

An integrated quality management system (IQMS) satisfies the criteria of the TQM (total quality management) approach while conforming to standards such as ISO 9000, ISO 14000, and BS8800. IQMS has a structure similar to that of the Malcolm Baldrige National Quality Award, with 1000 points distributed over 10 categories: senior executive leadership; process analysis and management; human resource development and management; strategic planning and alignment; strategic information and analysis; customer value; employee satisfaction; supplier quality and relationship; operations and business results; and environmental impact on society. IQMS is built on a clear corporate mission and on core values like customer retention, customer satisfaction, and corporate performance results. A case study demonstrates the seven implementation stages of IQMS. First, establish the program and its goals by defining corporate mission and values, forming a steering committee, and developing goals, objectives, and success factors. Second, set up a training and support initiative that promotes quality awareness, team building, and empowerment. Third, encourage work teams to recommend improvement projects. Fourth, plan and implement improvement actions. Fifth, evaluate these actions and eventually standardize new or improved processes and procedures. Sixth, recognize and reward the quality efforts. Seventh, attain excellence through continuous improvement.