South African Journal of Industrial Engineering
versão On-line ISSN 2224-7890
versão impressa ISSN 1012-277X
SMITH, R.A.; BESTER, A. e MOLL, M.. Quantifying Quality Management System performance in order to improve business performance. S. Afr. J. Ind. Eng. [online]. 2014, vol.25, n.2, pp.75-95. ISSN 2224-7890.
This study investigates current methods of measuring quality management system (QMS) performance. It introduces a methodology to quantify QMS performance in order to provide a reference point for improved QMS performance and, in turn, the business's performance. By introducing metadata into historical or current QMS internal audit data, the study shows that it is possible, over time, to extract various levels of value-adding data, ranging from high-level, strategic, direction-oriented insight, to process effectiveness and implementation-level guidance. This is accomplished by a repeatable process of infusing cause and effect theming data and process-consequence severity data into the QMS audit-findings data, and subsequently analysing the additional metadata.