Quality management system : User needs
Rossi, Paula (2023)
Rossi, Paula
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023053015796
https://urn.fi/URN:NBN:fi:amk-2023053015796
Tiivistelmä
Quality management is the baseline of every well-functioning organisation. In the last couple of decades, the development of quality management has been moving to increasingly digitalised formats. This development has created a need to transfer from paper or document-based quality management systems to process-driven integrated applications, giving opportunities for organisations to develop their quality management methods to become a more integral part of their management methods and overall system architecture.
Modern technology in quality management increases the system's usability requirements. This thesis investigates this problem through a case company, Philips. It aims to identify the challenges of the company's QMS system and how to improve the current structure from the user's point of view. The theoretical framework covers topics from quality and business process management to usability and user experience practices.
Based on the theory and data collection through interviews and empirical surveys, the current state of the quality management system is analysed using the Personal Health business segment as a sample population. The study provided detailed analyses of the pain points of the case company's quality management system architecture and application. The thorough development proposal list is created and provided to the case organisation. The proposed activities have been added to the improvement backlogs of the relevant organisation functions.
Modern technology in quality management increases the system's usability requirements. This thesis investigates this problem through a case company, Philips. It aims to identify the challenges of the company's QMS system and how to improve the current structure from the user's point of view. The theoretical framework covers topics from quality and business process management to usability and user experience practices.
Based on the theory and data collection through interviews and empirical surveys, the current state of the quality management system is analysed using the Personal Health business segment as a sample population. The study provided detailed analyses of the pain points of the case company's quality management system architecture and application. The thorough development proposal list is created and provided to the case organisation. The proposed activities have been added to the improvement backlogs of the relevant organisation functions.