Implementation of a QMS by employing a soft systems approach

An effective quality management system (QMS), for industrial applications, is one which aims to improve business performance through understanding customer requirements and operating to ensure that these requirements are consistently met. The paper considers the various implications of employing a hard system which requires formal documented procedures using a soft systems approach. The soft systems approach emphasises the importance of corporate culture and its influence upon the successful implementation of a QMS, leading to more innovative solutions with additional ongoing benefits.