QPRC 2016

Using ISO 9001 Standards for Improving Sales and Purchasing Departments

Manish Avinash Sawant

North Dakota State University

The purpose of this study was to design and implement a Quality Management System (QMS) for an interior wood-door frame assembly company. A need for QMS was recognized by the top management of company XX and ISO 9001 standards were used to develop a robust and documented QMS. This case study provides step by step framework for implementing QMS in sales and purchasing departments of company XX, to overcome problems like higher rate of customer returns, lack of customer-related processes, vendor quality issues etc. Gap analysis was used to identify gaps between current state of the company XX and ISO 9001 QMS requirements. Key processes were needed to be developed in both the departments. Resources required to implement processes were identified. Quality objectives were also established and various key performance indicators were used to measure and evaluate the overall performance of sales and purchasing processes. Data was collected at mportant stages using forms to facilitate evidence based decisions and measure the effectiveness of QMS. Process owners ensured that documented procedures and work instructions are followed at company XX. The contribution of this case study is consists of detailed guidelines used to implement and analyze QMS at a unique customer focused industry, using process approach and statistical methods, that can be used by any organization irrespective of its type and size, to improve its sales and purchasing departments.