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Project: “Quality management systems in the industrial enterprises in the Republic of Macedonia – observations and recommendations” (2013-2015)




A quality system is an intricate and complex thing because it is related to the studies of various problems, research in all segments of the organization, standardization of business processes, study of the work technology and rationalization, taking care of economics, mathematical modeling to design new products and processes and informatics. The house of quality is a derived model of the quality system which clearly reflects the structure of the system. Namely, the foundation of the house is in the measurement of quality. It is the starting point. The quality must be measured everywhere by either qualitative or quantitative indicators, because measurement allows evaluation so, activities for improvement are undertaken on the basis on the assessments (corrective plans). The house is held upon four pillars: standardization, statistical methods, costs and education. All are equally important for the success of the system.

The roof of the house of quality is the management. It protects the house, holding the pillars and provides the necessary prerequisites for the functioning of the system. "The employees work in the system and the management work on the system" (William E. Conway). Due to the different areas that exist in the quality system it is practical to be organized subsystems for metrology, for standardization, for application of the statistical methods, for costs analyzing and for education. In the model of the European Quality Award, the input factors of the organization and the outcomes are mostly valued. The processes are of paramount importance of the input factors, and then the management – in terms of top management. The most important of the outcomes are customers’ satisfaction and business results. But, as noticed, the satisfaction of the employees is very important, because it is up to them how they will practice, maintain and innovate the system. In order to enable faster convergence towards global markets and compatibility in quality assurance and to protect the customers, the standards ISO 9001 were issued, which underwent certain changes, and the latest ones from 2015 are closest to the philosophy of total quality management.

Managers have different attitude towards the implementation of quality systems. The quality system is based on teamwork, business processes are accomplished in teams, the problems with the quality / low quality should not be hidden, on the contrary, they should be reported in order to seek a solution for them. Therefore, according to what style of management is practiced in the organization so are the differences between the systems, so is success in providing quality. Ensuring quality of life is the highest level in the hierarchy pyramid, but that level is hard to reach, and with the participation of all citizens through their work in processes, enterprises and in society. That hard work is related to materials, energy, information and requires proper culture, politics, civilization and infrastructure. With the implementation of quality systems, reengineering is realized in the enterprises. The routine level of operation should conquer miracle cleanliness, neatness, discipline and responsibility. At this level the quality tools should be practiced: checklist, diagram Pareto, Ishikawa access, Poka Yoke control, selfcontrol and the standard of quality. At the operational level, the following approaches should be introduced: "do well from the first time", "make it right," and "make it global" (the individually in full operation). Professional people need to master the preparation of the standard operating procedures according to the circle of quality, to monitor processes with control charts, correlation and regression. Reengineering, benchmarking, improving processes and cost optimization should be mastered at the strategic level of operation. Miracle should also take place at this level- the man should master the new approaches, manage the resources on the "demokratura" principle, which means to give opportunity to all employees for ideas on improving things - democracy, but after endorsing a certain draft decision a dictatorship should prevail. (Not everyone can make changes as he wants). At this level there should be organized teams according to the needs of the work.

Although the certification of the quality management systems (according to ISO 9001) is a large percentage of the work taken by the certification bodies, there are other equally important areas of work, including:

 Certification of Information Security Management Systems (ISO / IEC 27001)  Certification of Environment Management Systems (ISO14001)  Certification of IT services Management Systems (ISO 20000)  Certification of food safety Management Systems (ISO 22000)  Certification of Security of supply chain Management Systems (ISO 28000)

What are the benefits of using an accredited certification body? There are many reasons why the services of an accredited certification body should be used:  It frees assumptions risk or guesses when choosing a certification body in a way that gives you confidence that you will receive a service that most closely matches your requirements;  It provides opportunities to expand new businesses, because the use of accredited services for conformity assessment is more prevalent in both public and private sector;  You get access to foreign markets, because the certificates issued by bodies accredited by the IAF MLA-contract signatories are recognized and accepted throughout the world;  It helps to identify the best practices because the certification body is required to have an appropriate knowledge of your business sector;  Controls the costs using knowledge transfer, as the accredited certification bodies can be good source of impartial advice;  It provides market differentiation and leadership by displaying the other reliable evidence of good practice;  Demonstrates prudence in legal requirements in case of legal action;  Reduces documented operations and increases the efficiency by reducing the need to recheck your business.

INSTITUTE FOR ACCREDITATION OF THE REPUBLIC OF MACEDONIA Dimitar Vlahov Kay no.4, Building 2, floor 3 1000 Skopje, Republic of Macedonia

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