Product quality pointers for small lots production: a new driver for Quality Management Systems

Quality Management Systems (QMS) can be a strategic tool for improving a firm's management because it allows the identification of a set of quality pointers able to monitor every process. Recent renewals of QMS have involved a redefinition of the pointers system through new processes and procedures to guarantee an effective process control and satisfaction of user's requirements. This work aims to develop a QMS methodology able to define a set of finalised pointers to objectively measure production improvements, or to define the lacks of a certain production process, especially when product personalisation is emphasised. The methodology has been applied to the production process of an SME producing motor caravans and motor homes characterised by a high level of product personalisation. The improvements obtained have been mainly related to a decrease in Non-Conformities (NCs) in production and, with the new QMS, the production processes have given the same performance with the introduction of new products.