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NAPBS 2009 Annual

Conference, April 19-21

Preparing For the Future

2009 NAPBS Annual Conference

Benefits of a Certified Quality

Management System
General Overview
Companies with a quality management
system (QMS) are poised to generate
better products in a more efficient manner,
while also constantly striving to meet
customer service goals and objectives.
Internal standards serve to meet and
exceed external standards, as set by our
clients.

2009 NAPBS Annual Conference

Who Is This Guy, Anyway?

Your Speaker
Business Development
Manager, SJV & Associates
Member of NAPBS Research
Provider Committee
Member of NAPBS Conference
Committee Ambassador
Program
Recently Published Article on
QMS, In current NAPBS Journal

2009 NAPBS Annual Conference

In our industry, what is a

QMS?
A formalized system that
documents the structure,
responsibilities, and
procedures required to
achieve effective results, in
the area of quality.
A QMS is not one piece of
paper, or singular code of
conduct.
They are not Golden Passes,
that assure a client of
perfection in all things.
QMS are evolving systems that
can change or adapt in order
to improve business.

2009 NAPBS Annual Conference

In our industry, what is a

QMS?
What does a QMS Serve to accomplish?
Answering Phones, Customer Service Interaction, Day-to-Day
Operations, Data Transmission, Quality Assurance for Research and
Reporting of Results, ETC.
Each of these processes is documented, tested, and put into a
formal method of training (also documented) for new and existing
employees, to ensure internal standards of quality are obtained,
company-wide.

2009 NAPBS Annual Conference

In our industry, what is a

QMS?
Dont all groups possess a QMS, in one form or
another?
This can be a very gray area for some companies

- Versus -

Uhh, yes, our QMS is intact as a

system to manage quality! You
betcha!

Yes, we have a third-party certified QMS to

prove our efforts towards quality, accuracy,
and customer satisfaction are taking place.
2009 NAPBS Annual Conference

Why Is a QMS Important?

Within our industry, we deal primarily with
data, and more importantly, how individuals
and groups interpret and report data.
Terms such as Data Is Data or All Data Is
The Same are void of any concept of how
the data is obtained, reported, and
transmitted from group to group.
A QMS is important, because it provides
sound structure on how the information our
industry values is treated, along every step
or process, from end-user to courthouse
researcher, and vice versa.

2009 NAPBS Annual Conference

Why Is a QMS Important?

The quality of data exchanged
between groups is often desired to
be lean, or rid of excess waste such
as wrong identifiers, jurisdictions,
etc.
The function of a QMS is to
promote the healthiest practice
possible, that will ultimately reduce
the amount of waste, aka ERRORS,
that occur.
Isolating procedures that are faulty
or defective to prevent mistakes
from occurring.
Identifying the most efficient
procedures, and making their
practice become mandatory.

2009 NAPBS Annual Conference

Why Is a QMS Important?

The more efficient a company runs, the fewer errors will occur,
while operating at a high rate of productivity.
This begins in training, as the documented procedures within
the QMS are demonstrated and put into practice from the
beginning of an employees tenure.
The less time spent on correcting rookie mistakes equals
more time spent interacting with your clients, developing
better relationships through superior quality of service.

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Examples of a QMS In Action

Data Entry
Status Request from
Vendors
Reporting Status
Updates to Clients
Criminal Records,
Interpretation,
Validation, and
Reporting
Error Reporting and
Resolution
Customer Service
Interaction
Vendor Evaluations

A proper QMS serves to enforce

consistency in areas where work
procedures are in place, to create
the highest quality results possible.

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Examples of a QMS In Action

Were only human
and mistakes do and
will happen in the
future.
QMS dont exist to
prevent every single
error from occurring,
but errors that CAN be
prevented, often times
are caught by the
processes throughout
the QMS.

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Examples of a QMS In Action

More importantly, when

an error is discovered,
what happens next?
Is there a set standard of
how to respond to the
client regarding the
error?
What steps can be taken,
and documented, to
show that a similar error
in the future will not be
committed?
This is the evolution that
the QMS provides, as it
changes procedures to
promote better quality
results.

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Certification of a QMS
Certification of a QMS simply exhibits that you are actually doing
what you say the QMS is doing.
Third-Party certification, that has no direct bearing on your
companys goals or objectives.
Auditing of all processes within the QMS, and developing new
areas where a process may be required.
Although it is not absolutely necessary to certify a QMS, there
are several benefits of possessing a certification.

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Certification of a QMS
As this presentation is an informative piece on the benefits of a
QMS, this is neither a formal endorsement for any third-party
certification, nor is this a step-by-step process on how your
individual group can obtain a certification.
There are two well-known groups that provide certification to a
QMS:
ISO International Organization for Standardization
Six Sigma Business Management Strategies

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Certification of a QMS
The name of the game when it comes to certification
is

ACCOUNTABILITY
Third-party certification shows that an external group
as audited your quality management system, along
with your employees, to demonstrate you are
performing all necessary steps to ensure the highest
quality products, results, widgets, etc.
Failure to perform these steps correctly, can result in a
loss of certification.
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Core Benefits of a QMS

1. Increased Efficiency

Companies seeking certification have given a lot of thought to

their processes and how to maximize quality and efficiency.
Once certified, the processes are established and guidelines are
in place for anyone to follow easily, making training, transitions,
and trouble-shooting all the more easier.

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Core Benefits of a QMS

2. Increased Revenue

Studies have shown that companies with a certified

QMS experience increased productivity and
improved financial performance, as compared to
uncertified companies.

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Core Benefits of a QMS

3. Employee Morale

Defined roles and responsibilities, accountability of

management, established training systems, and a clear picture
of how their roles affect quality and the overall success of the
company, all contribute to a more satisfied and motivated
staff.

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Core Benefits of a QMS

4. National/International Recognition

Many certifications are recognized both nationally and

internationally as being the authority on validating and
improving existing QMS.

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Core Benefits of a QMS

5. Factual Approach to Decision Making

Certification standards set out clear instructions for

audits and process reviews that facilitate information
gathering and decision making based on the data we
handle.

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Core Benefits of a QMS

6. Supplier Relationships

Mutually beneficial relationships are a key attraction towards

certification.
Testing evaluations, processes for documenting changes with a
suppliers account or service, and setting up new suppliers is
consistent to ensure customer satisfaction.

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Core Benefits of a QMS

7. Documentation

Certification standards require documentation of all processes

and any changes, errors, and discrepancies.
This ensures consistency throughout production, and
accountability of all staff.
It also guarantees traceable records are available in case of
non-compliance issues.

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Core Benefits of a QMS

8. Consistency

All processes from research, development, production, data

transmission, etc. are defined, outlined, and documented,
ensuring that changes are well planned and implemented in
the best possible way to maximize efficiency.

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Core Benefits of a QMS

9. Customer Satisfaction

Client confidence is gained because of the universal

acceptance of the national or international standards of
certification.
Quality service is a product of efficiency and consistency.

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Core Benefits of a QMS

10. Process Improvement

Certification outlines exist for audit processes, management

reviews of company performance, and improvement processes
based on the results.
Improvements are carefully planned and implemented based
on factual data, using a system of documentation and
analysis, to ensure the best decisions are made for the
company.

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Now What?

We have defined what a

QMS is, what its purpose
is, and how third-party
certification will enhance
its purpose and a
company overall.
Lets open the floor to
any questions, and also
an open discussion
amongst ourselves.

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Topics Of Discussion

Previous Experiences with QMS?

Testimony of Positive Or Negative
Experiences with QMS?
Suggestions For Groups That Are
Unfamiliar with QMS and Certification
Why Arent More Groups Aware of this,
and Utilizing QMS?
Why Arent Potential Customers Aware
of Using Groups With a QMS, Certified
or Not?
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Reference Citations

International organization for standardization http://www.iso.org/iso/about.htm

Top 10 Reasons to Get ISO 9001:2000 QMS

http://biotech.about.com/od/isocertification/tp/ISOQMS.htm

Six Sigma Training http://www.sixsigmaonline.org/index.html

ISO 9001 Quality Management

http://www.isoqar.com/iso9001/qualintro.htm

2009 NAPBS Annual Conference