Framework for the Development of a Quality Manual Using the Systems Engineering Approach
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Spurred by the global competitive environment, many efforts have been devoted to developing effective quality systems. Most of them, however, do not last due to poor documentation of the quality procedures. Lack of systematic planning by management, the time-consuming nature of creating and updating documents, and improper implementation of quality standards are all detrimental to the establishment of the quality system. A quality manual, serving as the core of the quality system, is a collection of documented procedures to assure that quality standards in design, manufacturing, and service are fully implemented in a company.<P>The contribution made by this thesis work to the quality control and management area is quality manual development framework developed through the Systems Engineering approach. The developed framework includes the following components: 1. the ISO 9000 standards, which provides the goals 2. the Systems Engineering methodology, which provides methods for reaching the goals 3. information technology (IT), a tool to control documentation 4. training, a tool used to integrate IT into the company environment 5. company, which provides the creativity and resources The developed framework is capable of implementing all twenty elements required by ISO 9000. Key factors under consideration include customer satisfaction, market share, and company image, as well as internally improving work efficiency and reducing rework and scrap costs. The framework also defines the information flow mechanism to perform data collection, storage, analysis, and reporting of information in order to meet quality objectives.<P>The framework has been used in developing a computer program, which imitates a prototype quality system for ISO 9000 certification. It is being tested with success in a realistic quality improvement program at Compression Telecommunications Corporation (CTEL). As a result, a quality manual is being developed, and significant quality improvement is being achieved. CTEL is awaiting review of the documented quality system by a certified quality auditor.