BS5750 and subsequently ISO9001 has been around since the 1980’s and the impact on how quality is viewed within the UK has changed dramatically in that time. Despite this I can still find myself implementing basic process controls within established companies. These are controls that are essential to provide a platform for a Quality System to work from.
As an example recently I have had to introduce a document control system for documented product specifications and a system for controlling their change. Previously the product specifications were not documented they were remembered! Basic but critical.
Companies get by without these controls with the perpetual input of personnel to manage the issues that arise.
All ideas of measuring customer satisfaction or preventive action systems seem pretty high brow when there are issues of basic control. But get these issues sorted and I can start to see a system working for company.
One step at a time.