I was recently asked if there are preparations necessary before taking on the implementation of a Quality Management System (QMS) in an organization.
My take is involve the TM (Top Management) from the word go, collect their clear objectives. If they are not committed or clear with their policy and objectives the organization deciding to implement QMS will be an uphill task. Sure TM have asked the QM to do it, perhaps not because they believe in the system approach, but because business pressures have necessitated the certificate as a pre-requisite for gaining the business. Therefore having the objectives clear from the TM is essential.
Once you have this TM buy in please capture the "as-is" of the system. That will start you at the correct stage of the P-D-C-A cycle which is P! This then should be followed by a gap analysis (please do not start with a gap analysis- that would be starting at the C stage of the cycle!). The gap analysis will give you the additional (missing) processes required to meet the requirements of the standard ISO 9001:2008 (or for that matter any other standard). You now will have a system ready for use by your organization.
Then consider "what is in it for me"- as the employees question. The employees, particularly in a service industry will only buy in if they know what is in it for them. Clause 5.5.3 of ISO 9001 internal communications. Simultaneously plan some orientation to bring on board the employees so they see the advantages of a system. A bad system will let down a good man(woman) every time (Dr. Deming).
