University of Twente Student Theses


Quality of processes in Collis

Beek, M. van (2012) Quality of processes in Collis.

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Abstract:The internal audit performed within Collis (against the quality standards as described in ISO 9001:2008) has revealed that the quality of the management processes within Collis are overall in line with ISO 9001:2008. The ‘paper’ processes within Collis are for a large part in line with the contents of ISO 9001:2008, with the exception of a regular check on so-called ‘critical suppliers’. For this, a new process has been defined that describes a quarterly check on the performance of these suppliers, performed by the respective ‘corporate account managers’ within Collis. This is a new quality process, and is checked for correct execution by the Quality Manager. Next to this, the execution of the described Collis processes has been checked, for the corporate processes, I found that three (parts) of processes are not performed to the described standards, alternations have been made / the processes have been adjusted to close the gap between organizational practice and the described organizational procedures. In the described Collis generic processes, six non-conformities have been found. These have also been addressed in the same way as the corporate processes. ISO 9001:2008 follows a PDCA-cycle, which is the basis for a continuously improving management system. As a part of this PDCA-cycle, we also look at all the findings from previous years, and see if they have received proper follow-up or if they are still relevant. One point remained open, and has been included in the improvement process after the internal / external audit. Next to this, for the future scope of audits within Collis, we advise to take a more focused approach, where the internal auditor places special focus on one or two departments / business functions and explores in-depth the current state of quality. This is opposite to the current way of auditing where the total management system is audited, but not in-depth.
Item Type:Essay (Master)
Collis, Leiden, the Netherlands
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
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