The Global Quality Management System: Improvement Through Systems Thinking, 1st Edition (Hardback) book cover

The Global Quality Management System

Improvement Through Systems Thinking, 1st Edition

By Suresh Patel

Productivity Press

211 pages | 52 B/W Illus.

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pub: 2016-02-24
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The Global Quality Management System: Improvement Through Systems Thinking shows you how to understand and implement a global quality management system (GQMS) to achieve world-class business excellence. It illustrates the business excellence pyramid with the foundation of management systems at the system level, Lean System at the operational level, Six Sigma methodology at the tactical level, and business excellence at the strategy level.

Throughout the book, the author stresses the importance of the process—its identification, definition, improvement, and control using "turtle diagrams" and its extension to supplier, input, process, output, and customer (SIPOC) diagrams. The processes discussed include the human resource (HR) process, finance process, project management process, and the important "process of improving the process." The author also includes advanced processes to comply with ISO 9001, ISO/TS 16949, and AS 9100 standards, and elaborates on management improvement through extensive plan–do–check–act (PDCA) analysis and the problem-solving methodology involving the famous eight disciplines process ("8D").

As you put this book of knowledge into practice, you will discover the shifting roles of leaders and managers in your organization. It is not enough for leaders to merely continue past practices or support the work of others. Rather, leaders must lead the cultural transformation and change the mind-sets of their associates by building on the principles behind these excellent tools.

Table of Contents

Homage to Quality and Lean Six Sigma Gurus

Origins of Quality

Quality Management System as a Management Strategy

The Business Excellence Pyramid

Quality Management System as a System-Level Strategy

Change to the System Is Required to Change the Performance

If Your System Will Not Let You, You Cannot Satisfy the Customer Fully

Quality Management System


The ISO 9000 Family

Function of the Management System Standards

Steps to Implement QMS

Arrival of ISO 9001:2015

Quality System Documents

The Global QMS Processes

Records Required by ISO 9001:2008

Identification and Improvement of Processes


Turtle Diagrams

Charting Processes to Control Process Variables

The Finance Management Process

The Project Management Process

The Purchasing Process

The HR Process

SIPOC Diagrams for Performance Management

Generic Process to Improve a Process Using Plan– Do– Check–Act—Fix, Focus, Flex

Global Quality Audit Processes

Process Control Plan Audit (PCPA)

Audit Points Allocation Method for Each Criterion

Explanations of Actions Required for Each Point

Audit Guide for Each of the Nine Areas

Conduct Additional Audit for the Eight Management Principles

Audit of Eight Management Principles Based on ISO 9001:2008

Global Quality Management System Processes

Management Review Process

Quality Training Process

Change Control Process

Processes to Identify Special Characteristics

Supplier PPAP/FAI

Supplier Quality Management Process

Failure Mode and Effects Analysis for Product Design and Production Processes

Process Control Plans

Measurement System Analysis

"Fresh Eyes" Audit

Common Manufacturing and Special Process Audit

Process Capability Methods and Requirements

Control of Nonconforming Material

Performance Analysis and Improvement Process

Corrective and Preventive Action Process

Quality Alert System

Risk Management

Fast Customer Response





Problem Identification

Problem Solving

Problem-Solving Process Definition

Problem Definition

Problem-Solving Principles

Eight Disciplines (8D) Problem Solving

What Is Eight Disciplines?

Description of the Disciplines

Lessons Learned Process

Drill Deep/Drill Wide Method for Permanent Corrective Action


Describe the Problem

WHY Process

Why Most Quality Problems Occur Again and Again

Root Causes Relating to "PREVENT"

Root Causes Relating to "PROTECT"

Root Causes Relating to "PREDICT"

Drill Wide and Institutionalize

Quality Operating System: The Engine That Perpetuates Continuous Improvement

Purpose of QOS

What Is QOS?

Understanding QOS

The QOS Meeting

QOS Assessment


Appendix: Quality Manual



About the Author

Suresh Patel is a past technical director and operational excellence executive. He earned a B.E. Electrical degree from M.S. University Baroda, a Master’s in Production Technology from South Bank University, London, and an MBA from the University of Texas at Brownsville. He is a Certified Reliability Engineer, Certified Quality Engineer, and Certified Management Systems Auditor. He has developed a wide range of products/processes and has helped establish six manufacturing plants in India and five US plants in Mexico. His career path has enabled him to work in industries in India, UK, Europe (Denmark, Italy and Belgium), USA, China, Mexico, and Chile (SA).

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