1. QMS monitoring – Standard expectations

The monitoring of Quality Management Systems (QMS) does not rely solely on auditing. However, auditing remains a particular, active event, during which experience suggests that one is engaged only in criticism or self-criticism. This is one of the reasons why auditing activities are at best unappreciated, and at worst carried out without motivation. But we'll come back to all this in a moment.

A large number of elements contribute to the monitoring of a quality management system. The handling of complaints and the control of non-conforming work play an active part in this monitoring.

Complaints most often result from a discrepancy between the quality perceived by the customer and that produced. The aim of handling them is to provide a convincing response to the customer, resolve the problem internally and, if possible, improve by implementing...