Improvement of current quality management system for higher product quality and customer satisfaction

Abstract

Quality can be viewed as the most important aspect in any business. Quality is mostly measured from a customer‟s perspective. If a company understands quality through the customer‟s eyes and ensures that the needs of the customer are present in the product and that the product is delivered in an effective and efficient way, the company will succeed. It is clear that quality plays an integral part in any company. Virtual Consulting Engineers understands the importance of quality and thus wants to ensure Total Quality Management (managing the company to deliver quality to their customers). After analysis of Virtual Consulting Engineers‟ Quality Management System, four problem areas were identified that needed improvement: the Document Storage System, Customer Satisfaction Surveys, Internal Audit procedure and the Non-Conformance procedure. These areas are important to the organization as it has a direct influence on the quality of the products and services they provide. Microsoft Access was chosen to develop a database for the company where all the data regarding the customer surveys, internal audits, non-conformances and other general information is stored in a simple and fast manner. The program can also generate reports with the necessary information for Management Review Meetings. It is believed that the database that was proposed to the company will indeed benefit them. Not only will the database allow them to be more time efficient but will also save the company money. Virtual Consulting Engineers also possesses all the resources required to implement, maintain and improve the database. The database will ensure that the user knows exactly what activities still needs to be completed, when they need to be completed, who is responsible for completion and how it must be completed.