In any organisation looking to improve the quality and efficiency of its processes, those responsible for the effective running of the quality management system are known as quality management representatives.
However, it is only ISO 9001:2008 that requires organisations to assign a quality management representative. The revised ISO 9001 quality standards from 2015 do not mandate a management representative. Rather, it assigns the quality management responsibilities to the top management, requiring them to ensure enabling of quality systems in the organisations.
That said, while ISO 9001 does not include any direct requirements for a quality manager, it is still a crucial responsibility that can help you ensure compliance with ISO 9001:2015 quality management systems.
Let's explore who a Quality Management Representative is and what are their responsibilities.
Quality Management Representative as per ISO 9001:2015
The revised ISO 9001 standard in 2015 eliminated the need for a top management representative and transferred the quality management responsibilities and accountability to the members of the top management.
However, given how quality management is a critical function of a business to achieve compliance, a quality manager is still important to an organisation.
As a result, organisations can consider appointing their quality manager as the quality management representative. This is because when organisations decide who the quality management representative should be, the obvious choice is the manager whose job it is to manage other quality functions in the company as well.
If the role of QM rep is added to the responsibilities of a manager that already exists, the quality manager is often the first and logical choice.
Responsibilities of a Quality Management Representative
Here are the various quality management responsibilities of a quality management representative in ISO 9001-
1. Seamless QMS Implementation
A quality management representative is responsible for defining, deploying, monitoring, and managing the QMS processes. The QMR typically coordinates with the various teams to define QMS processes for their respective departments and manages the design and implementation of QMS.
They might even play a pivotal role in training employees to familiarise them with ISO 9001 principles requirements and their roles in ensuring quality assurance and maintaining compliance. With proper teaching, QMR empowers personnel to contribute effectively to the quality management system.
2. Maintain QMS Documentation
Once QMS processes are defined and recorded, they may also ensure the maintenance of accurate documentation to demonstrate compliance with ISO 9001. The QMR may oversee the development, revision, and control of quality manuals, procedures, and records, ensuring they align with the standard's requirements and organisational objectives.
3. Managing the Quality Department
A quality manager is responsible for managing the quality department and its employees. From department budgets and staffing decisions to performance reviews and salaries, a QMR may manage everything.
Additionally, they will manage the quality department planning, which includes dealing with non-conformance and corrective actions and determining when internal inspections will be done. The QMR may lead the internal audit process, coordinating audit schedules, conducting audits, and ensuring non-conformities are addressed promptly to enhance quality.
4. Liaison with External Parties
An important duty of the QMR is to act as the primary point of contact for external stakeholders, such as customers and suppliers, when they have comments or complaints regarding the quality.
As per the ISO 9001 standard, organisations are required to have someone to perform the function of liaising with outside parties. Quality management responsibilities require the QMR to facilitate communication and cooperation during external audits and arrange reports and corrective action correspondence to ensure a smooth and successful audit process.
However, the key to the role is to make sure that being a liaison is not the only thing that the management rep does, as contact with customers could easily surpass other important focus points of the management rep's job.
5. Continual Improvement in QMS Processes
Continuous improvement lies at the core of ISO 9001. As a representative of the quality management system, a quality manager takes the initiative to enhance the quality of processes, products, and services to meet evolving customer needs and organisational goals. This involves analysing data related to quality processes, implementing corrective actions, and promoting a culture of quality within the organisation.
6. Management Data Review and Analysis
To ensure optimal performance of quality management systems within the organisation, the management review needs to consider 7 major data inputs, including-
- Results of audits
- Product conformity and process performance
- Customer feedback
- Previous management review actions
- Status of corrective and preventative actions
- Changes to the QMS
- Improvement recommendations
Given the range of data to be reviewed, the management must have access to key insights in an understandable format instead of raw data. This is where a quality management representative becomes responsible for reviewing the data, assessing the information using statistical analysis, and presenting it in a suitable, logical format.
7. Promote Customer Needs
The quality management representative is also responsible for customer satisfaction by ensuring everyone is on top of customer and compliance requirements as per ISO 9001. They act as the voice of customers within the company, taking initiatives to improve quality processes and ensuring the delivery of quality products and services.
Quality Management Representative Responsibilities Come First
As per ISO 9001, the QMR is expected to promote customer requirements, ensure QMS maintenance, and report on the management system performance, along with other additional responsibilities. However, for any QMR, it is important to ensure that all managerial responsibilities are performed without affecting the additional responsibilities.
Organisations must ensure that quality management representatives have access to adequate time and resources to help them undertake their responsibilities effectively.
