A Quality Management System (QMS) is a set of well-documented policies, plans, and procedures designed to support your staff and control the variables that could cause unwanted or inconsistent outcomes in your business processes. Successful development and implementation require strong commitment from management at all levels and effective training so that everyone understands why the system exists, what it requires from them, and the benefits it brings.
 

Why Some Quality Systems Fail to Deliver

Often, staff feel their quality system and accreditation are a waste of time and money — and that’s usually because the system was created only to meet mandatory accreditation requirements. Many organisations implement quality systems just to comply with  standards—such as ISO 17025 for calibration laboratories or Regulations such as for building consent authorities—without fully understanding quality management principles. This often leads to what is  known as a Low-Level Quality System.
 

The Two Levels of Quality Systems

Low-Level Quality Systems

• Developed solely to achieve accreditation

• Focus almost entirely on meeting standard requirements

• Typically created by inexperienced personnel with minimal investment

• Lack management and staff commitment or quality education

• Manuals sit unused, only dusted off before audits

Common outcomes:

• Certificate on the wall but little real engagement

• Poor staff understanding and minimal use of the system

• Limited tracking of key performance indicators (KPIs)

• High costs with little or no return

• Few process improvements and ongoing inefficiencies

• High staff turnover and dissatisfaction
  This is also often accompanied by a disconnect between management and the workforce.
   

High-Level Quality Systems

• Designed to improve how your business operates

• Controls all activities and promotes a culture of quality

• Usually developed by experienced and knowledgeable quality experts with strong management support

• Comprehensive quality education for all staff

• Clear, robust policies and standard operating procedures (SOPs) that leave no room for non-compliance

Benefits include:

• A true quality culture throughout the organisation

• Fully engaged, knowledgeable, motivated and supported staff

• Cost-effective system that pays for itself

• Continuous improvement across all areas

• Measurable KPIs driving fact-based decision making

• Significantly reduced rework, customer complaints, and costs

• And yes — a certificate on the wall you can be proud of

Our Recommendation

We always encourage our clients to implement high-level quality systems to maximize the benefits and return on investment. A well-designed QMS is not just about accreditation — it’s about building a stronger, more efficient, and more successful business.