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Measuring quality management system performance using quantitative analyses
Author(s)
Smith, Richard Angus
Date Issued
2013
Type
Thesis
Publisher
Cape Peninsula University of Technology
Abstract
Many top performing businesses, which achieve superior levels of success
and sustainability, have a sound, implemented, and well maintained,
Quality Management System (QMS). The correlation between business
success and an implemented management system has been shown in
numerous papers. This research, which culminates in a quantitative
measure of QMS performance, was conducted at Eskom’s Koeberg
Nuclear Power Station (KNPS). The power station is the operating leg of
the Koeberg Operating Unit (KOU). The researcher is a QMS lead auditor
in the KNPS Quality Assurance Department.
A program of audits is planned based on the KOU quality and safety
manual and the national regulatory licencing requirements. The audit
monitoring program is then implemented over a three year period and
considers all the management system processes which impact on nuclear
safety and business performance. The individual audits each consider ISO
9001 criteria in context of the business area audited. Each major business
area (e.g. design, maintenance, etc.) within the power station adheres to
all generic ISO 9001 QMS clauses and considerations, such as
documentation management, records management, etc. Each process or
business area audit is thus effectively a QMS audit. The audit results,
when combined are therefore a representative measure of the overall
organisational QMS performance.
The potential value to be gained from the audit results and data accrued
over the monitoring period has not been optimised to maximise the return
on investment to Eskom. The research problem statement thus proposes
that the performance measurement capability of the quality management
system at Eskom's Koeberg Power Station is insufficient. This diminishes
management's ability to identify business risk resulting from management
system deficiencies, which impacts negatively on business performance.
The research question seeks to determine how the performance
measurement capability of the QMS can be improved to assist
management in identifying business risk resulting from quality
management system deficiencies in order to improve business
performance.
The research objectives are supported by the literature study, which
identifies the quality management methods currently used in order to
measure and subsequently improve business performance. It also shows
how QMS performance measurement, when deconstructed and analysed
can provide the required insight for supporting management decision
making. The research approach is considered inductive in that a theory is
developed based on the collection and the analysis of that data. Applied
research, will thus serve as the basis of the research methodology as it is
considered the most appropriate research approach, based on the need to
answer practical questions around the measurement of QMS performance
philosophy.
The research shows that by introducing additional theming and severity
data into the secondary audit findings data, it is possible over time to
extract high level strategic direction information when analysing the
additional metadata. The dimensions and value of the QMS Performance
measuring instrument are:
Ø A cause and effect theming philosophy of audit findings providing an
additional context to business improvement advice to management.
Ø The provision of a QMS process deficiency locator / identifier which
targets management action areas for improvement.
Ø The provision of a quantitative measure of the management system
performance, providing a reference from which to improve.
By providing a quantifiable measure of an organisations QMS
performance, a reference point is provided to gauge QMS performance
and also render a definitive measure to enable performance improvement
of the business.
and sustainability, have a sound, implemented, and well maintained,
Quality Management System (QMS). The correlation between business
success and an implemented management system has been shown in
numerous papers. This research, which culminates in a quantitative
measure of QMS performance, was conducted at Eskom’s Koeberg
Nuclear Power Station (KNPS). The power station is the operating leg of
the Koeberg Operating Unit (KOU). The researcher is a QMS lead auditor
in the KNPS Quality Assurance Department.
A program of audits is planned based on the KOU quality and safety
manual and the national regulatory licencing requirements. The audit
monitoring program is then implemented over a three year period and
considers all the management system processes which impact on nuclear
safety and business performance. The individual audits each consider ISO
9001 criteria in context of the business area audited. Each major business
area (e.g. design, maintenance, etc.) within the power station adheres to
all generic ISO 9001 QMS clauses and considerations, such as
documentation management, records management, etc. Each process or
business area audit is thus effectively a QMS audit. The audit results,
when combined are therefore a representative measure of the overall
organisational QMS performance.
The potential value to be gained from the audit results and data accrued
over the monitoring period has not been optimised to maximise the return
on investment to Eskom. The research problem statement thus proposes
that the performance measurement capability of the quality management
system at Eskom's Koeberg Power Station is insufficient. This diminishes
management's ability to identify business risk resulting from management
system deficiencies, which impacts negatively on business performance.
The research question seeks to determine how the performance
measurement capability of the QMS can be improved to assist
management in identifying business risk resulting from quality
management system deficiencies in order to improve business
performance.
The research objectives are supported by the literature study, which
identifies the quality management methods currently used in order to
measure and subsequently improve business performance. It also shows
how QMS performance measurement, when deconstructed and analysed
can provide the required insight for supporting management decision
making. The research approach is considered inductive in that a theory is
developed based on the collection and the analysis of that data. Applied
research, will thus serve as the basis of the research methodology as it is
considered the most appropriate research approach, based on the need to
answer practical questions around the measurement of QMS performance
philosophy.
The research shows that by introducing additional theming and severity
data into the secondary audit findings data, it is possible over time to
extract high level strategic direction information when analysing the
additional metadata. The dimensions and value of the QMS Performance
measuring instrument are:
Ø A cause and effect theming philosophy of audit findings providing an
additional context to business improvement advice to management.
Ø The provision of a QMS process deficiency locator / identifier which
targets management action areas for improvement.
Ø The provision of a quantitative measure of the management system
performance, providing a reference from which to improve.
By providing a quantifiable measure of an organisations QMS
performance, a reference point is provided to gauge QMS performance
and also render a definitive measure to enable performance improvement
of the business.
Additional information
Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2013
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