I recently saw a posting on the internet asking how a person would set up a new quality system. While most of us already have requirements given to us by our management, new systems could be developed for new businesses, relocated operations, and new or upgraded product lines. Therefore, this issues of Quality Concepts is dedicated to addressing a few basic issues associated with the design of a new quality system.

Design a system to address the quality goals.
This may seem intuitive, but for many it is not. Typically seen with managers and consultants who have their pet systems (ISO, TQM, or Baldridge), many systems are over engineered or under powered to address the company's goals with respect to quality.

For example, if a company is suffering from an excess of customer complaints, robust systems designed to gather and address customer feedback is extremely important. Alternatively, if the emphasis is on reducing waste, then a different system should be implemented that focuses on quality improvement and defect reduction.

Design a system that fits the corporate culture with respect to quality.
As a consultant, I get to see a lot of different companies. One thing is for certain, what one company thinks is important is not the same as another, even though they make similar products. Important characteristics are:

1. How much responsibility does the organization delegate? If little, then you can expect a system will require a great deal of bureaucracy to be approved.
   2. How important is cost when compared to quality? If cost is more important, quality assurance measures will be more important than quality control.

Design a system to work within the constraints provided.
All too often, managers and engineers try to force their ideas of quality on the organization by mandating them in their quality systems. This is a big mistake. If the company has decreed that the quality function will be done by one person, then design systems that can be handled by one person. If the company dictates that quality is paramount and that no cost is too much, then do not develop easy systems that permit poor quality products or services to be delivered.