Joy, R. (2014). Examination on the effectiveness of a quality management system : using the QMS of Continental AG as an example [Master Thesis, Technische Universität Wien]. reposiTUm. http://hdl.handle.net/20.500.12708/79457
Effectiveness; Quality Mangement System; Organisational Cultural Profile; Quality Spill; ISO; TS 16949; ISO 9001:2015
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Abstract:
In this ever emergent competitive business world achieving supreme quality and delivering high performance have become both vital as well as crucial issues for existence, not only domestically but on an international platform. We often say "Customer is the King" hence, fulfilling their requirements and competing on a global level is a matter of common interest across all major service and industrial sectors. The fear of losing our existing customers to our competitors is the biggest motivating factor and therefore, the use of quality management system has significantly increased over the last decade. An organisation's ability to adapt to the new requirements of its customers is indispensable for its long term success. The ISO 9001 quality management standards provide guidance and tools for companies and organisations to ensure that their products and services constantly meet customer's requirements thereby improving quality. Continental AG being one of the world's largest suppliers to the automotive industry, its Quality Management System is adherent to the automotive specific ISO/TS 16949. Quality is the key driver to the company's financial success. There is a general belief by the management that the implemented QMS doesn't deliver the required performance. Based on management perception this thesis evaluates the Quality Management System implementation at Continental AG at the Automotive Group. Extensive review of the contemporary literature revealed that the quality performance of an organisation is correlated to the company's organisational cultural profile. In order to analyze the QMS implementation a questionnaire survey was organised at the locations Nürnberg, Iasi and Bangalore. The survey participants were Continental employees belonging to different functional domains personally known to the researcher. Based on the research question the quality management system questionnaire was designed to answer the research questions to determine the strength of quality management system implementation which includes the organisational cultural profile, satisfaction with the ongoing quality initiatives in the organisation, and an open end question for the participants to contribute their ideas to continuous improvement of the QMS.