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THE IMPACT OF THE QUALITY MANAGEMENT SYSTEM FOR THE

IMPROVEMENT OF WAREHOUSING PROCESSES

Conference Paper · June 2015

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 9th International Quality Conference
June 2015
Center for Quality, Faculty of Engineering, University of Kragujevac

THE IMPACT OF THE QUALITY

Dominik Zimon1)
MANAGEMENT SYSTEM FOR THE
1) Department of Management IMPROVEMENT OF WAREHOUSING
Systems and Logistics, Rzeszow PROCESSES
University of Technology,
Poland, zdomin@prz.edu.pl Abstract: Quality and logistics are two areas of business
management, which together to penetrate and support
through its impact on the growth of competitiveness of the
entire supply chain. Despite this, an analysis of the literature
shows that still lacks studies on the effects of quality
management concept for improving individual logistics
processes. Therefore, the aim of this paper is to examine the
impact of the quality management system according to ISO
9001 to improve and streamline warehouse processes.
Empirical research conducted in September and October
2014, it was extended 17 companies have implemented and
certified quality management system according to ISO 9001.
The research process has allowed concluded that there is a
significant relationship between the implementation of the
requirements of ISO 9001 and the improvement of warehouse
processes.
Keywords: ISO 9001, logistics, warehousing processes

1. INTRODUCTION noted that quality management systems have a

significant impact on logistics and production
Modern organizations are increasingly activities throughout the supply chain.
aware of the fact that the quality management However, the extent of this impact is relatively
and logistics are areas that should be combined rarely studied.
in order to improve internal processes and Therefore, the aim of this publication was
maximize customer satisfaction. to examine the impact of the implementation of
Implementation of the solutions proposed by the requirements of ISO 9001 for process
modern quality management systems improvement warehouses. Selecting the
supplemented by selected instruments quality, operation was dictated by the following
can undoubtedly a positive impact on reasons:
tightening relationships within the supply chain  The ISO 9001 despite the fact that in
and raising the standards of logistics’ customer recent years it has lost much of its
service [8]. Delving into the outlined issues it popularity, it is still the most commonly-
can be stated that these concepts complement implemented quality management system
each other, giving a basis for a substantial in the world. This is due to the fact that the
integration [5]. With this view agrees P. Blaik main goal of its creators was to develop a
[1] claiming that higher quality is reflected in a universal system addressed to any type of
corresponding increase in benefits in logistics organization. Initially, the quality
and vice versa. A similar view is J. Oxley [4] management systems in accordance with
recognizing that the implementation of quality ISO 9001 standards were implemented in
management systems plays a key role in large industrial enterprises. Today, they
improving the logistics processes. They oblige are more popular in all types of
the company to identify and document best organizations, including those that carry
practices in the processes of handling, storage, out any activity in logistics [2]. According
packaging and distribution of products, to M. Urbaniak [6] the most common
monitoring of contracts and to take corrective organizational standard used by companies
action. By analyzing the relationship between to ensure the required quality and raising
quality management system and logistics it is its level with the growth expectations of

9th IQC June, 2015 43

 the buyers are the guidelines contained in Empirical studies were carried out in
ISO 9001.The guidance in this standard September and October 2014 on a group of 17
includes criteria for the implementation of companies with implemented and certified
operational processes (related to product quality management system according to ISO
design, purchasing, production, 9001. The research tool was a questionnaire
transportation, storage and delivery of survey sent to management representatives (25
goods, installation of equipment at the respondents) and warehouse workers (140
customer service after the sale). respondents). Surveys were enriched with
 Warehouse processes play a key role in direct interviews with employees of the
maintaining the continuity of production companies.
and have a significant impact on
minimizing costs. Must therefore be
concluded that the warehouse management 2. THE IMPACT OF THE QUALITY
should focus on ways to improve the MANAGEMENT SYSTEM TO
efficiency of processes using a variety of IMPROVE WAREHOUSE
management concepts including quality PROCESSES
management,
 ISO 9001 International Standards can be The first question was addressed to both,
an excellent start to TQM, if it is management and workers and it was related to
interpreted in a way that encourages the their attitude towards the implemented system
company to begin the process of continual in the context of improving warehouse
improvement and aligns its entire people processes (Figure 1).
toward that goal [3].

The impact of the quality management system to improve warehouse processes

60% 48%
36% 39%
40% 33%

20% 13% 10%

8% 8% 5%
0%
Management representatives Staff

Definitely yes Probably yes I have no opinion Probably not Certainly not

Figure 1 - The impact of the quality management system to improve warehouse processes

Analysis of the data contained in Figure 1 quality management system to organize the
shows that among the staff dominate a positive various tasks and responsibilities and
feedback on the impact of the quality compliance procedures, which improves the
management system according to ISO 9001 on work and minimizes the number of errors and
the organization of warehousing processes. mistakes.
Such a distribution of answers certainly clear Summarizing it can be concluded that both
from the strong emphasis that ISO 9001 norm among employees and board members,
puts to develop a coherent and logical system dominated favorable opinions on the positive
documentation which affects the efficient and impact of the implementation of the
effective implementation of key processes in requirements of ISO 9001 to improve internal
the company. Management representatives processes in warehouses. This shows that the
emphasized that since the implementation of procedures undertaken during the
ISO 9001 quality of storage infrastructure and implementation of the system, and related to
increasing employees' awareness of safety and the overall organization of warehousing
the importance of the role of internal clients is processes rearrangement produce positive
gradually improving. Employees, in turn, results. Respondents emphasized that imposing
emphasized a positive impact of a standardized requirements through the development of clear

44 D., Zimon
procedures and instructions directly resulting because it obliges the board of the organization
from the implementation of quality in their decisions to conduct broad oversight of
management system and regular checks and the production, taking care to identify the
audits significantly improve this situation. product, the proceedings in an appropriate
From individual interviews with employees and manner with customer property and security of
management representatives indicates, goods in the distribution process [7]. Business
moreover, that since the implementation of representatives emphasized that the the
standardized quality management system, they implementation of system requirements,
are more aware of the scope of their duties, accompanied by optimization of warehousing
standardized procedures and have been processes, changing procedures and work
introduced order in the documentation. instructions. Newly developed guidelines for
In order to deepen the research process employees that have influenced the growth of
asked respondents to determine the influence labor efficiency and minimize errors mainly in
exerted by a standardized quality management the processes of inventory and goods issue. In
system for individual warehouse processes addition, implementation of ISO 9001 has
(Figure 2). forced investment in storage infrastructure and
was supported quality management
instruments.
The impact of the quality management The same research process consisted of
system to improve the individual manual workers (storekeepers). Analysis of
processes
distribution of responses shows that employees
more skeptical about the impact of a
Management representatives
standardized quality management system for
improving warehouse processes. The biggest
Staff impact in their opinion, ISO 9001 has on the
organization of internal transport and prior
checking. Respondents highlighted that changes
Accept the in the form of a reorganization of workstations
delivery and investment in infrastructure had a positive
5 impact on the effectiveness and efficiency of
The stock 4 Preliminary
3 operations. In addition, they stressed that part
records. checks
2 of the documentation of system greatly
1 facilitates their work, but also suggested that
The 0 Internal some documents still require adjustments. On
inventory transport the other hand, according to employees system
Issuing of had by far the smallest impact on the process
goods from Storage and inventory records, but that does not detract
the… from the validity of the decision on its
implementation.
The final aspect of the research process
was to determine the effect of a standardized
Figure 2 - The impact of the quality quality management system to minimize the
management system to improve the individual number of errors and mistakes (Figure 3). This
processes question was addressed only to the
representatives of management because of their
According to representatives of functions they have access to full
management processes for which standardized documentation relating to complaints.
quality management system has the highest According to most respondents (74%)
impact they are the process of admission to the after several months of implementation of the
warehouse and inventory process and internal quality management system reported a
transport. Further analysis shows that the noticeable drop in the number of complaints.
quality management system has at least a Respondents also emphasized that the improved
moderate or major impact on the improvement contacts on the supplier-recipient and sourced
of all processes. Positive impact assessment components meet the increasingly accepted
requirements of ISO 9001 for process quality standards. From our findings show that
improvement warehouse is not surprising the indirect cause of this state of things is to

9th IQC June, 2015 45

increase the focus on quality of supply. 3. CONCLUSION
Organizations applying to the requirements of
standardized quality management system, Based on the research process and analysis
establish long-term relationships with suppliers of the literature found that:
aimed at improving the technical quality of  A standardized quality management
purchased components and increase the system significantly improves the proper
timeliness and flexibility of supply. This view implementation of warehouse processes,
is shared by M. Urbaniak [6] emphasizing that  Compliance with the requirements of the
particular importance to the selection and system documentation and internal audits
assessment of suppliers are the companies conducted honestly contribute to minimize
having implemented and certified systems. the number of errors and mistakes,
Furthermore, the implementation of ISO 9001  A standardized quality management
and cooperation with certified suppliers can system limits the formation of defects in
eliminate all or most of the inspection, it is due the product during storage, transport, or
to the fact that quality management systems the occurrence of errors in shipping goods
determine quite stringent requirements to be and noticeably reduces the number of
met by an organization deciding to purchase complaints coming from customers,
components or production.  In the ISO 9001 there is contained a
number of recommendations, which
The impact of the quality management skilfully developed significantly simplify
system to minimize the number of storage management work,
errors and mistakes - management  Implementation of ISO 9001 resulted in an
review increase awareness of pro-quality of staff
and contributed to the use of instruments
60% of quality management,
52%
50%
 Some management representatives
considered that it is worth to develop a
40% quality management system toward TQM.
 In addition, the ISO 9001 with its
30% requirements gives a company a guidance
22%
on the definition of the quality
20% 14% management system architecture, based on
8% the process approach and the indications
10% 4% for its continuous improvement. The ISO
0% 9001 with its guidelines governs such
Management representatives areas in a company as: the development of
system documentation, management
Definitely yes Probably yes responsibility, employees’ rights, methods
of communication, maintenance
I have no opinion Probably not
management, acquisition and
Certainly not management, comprehensive
implementation of the product or
Figure 3 - The impact of the quality measurement, analysis and improvement.
management system to minimize the number of  Generally it can be assumed that the
errors and mistakes - management review benefits of the introduction of quality
management systems result mainly in
Some respondents also pointed out that the sorting out the most important areas of the
implementation of ISO 9001 was the impetus companies and their integration and to
for the use of a wider range of instruments of emphasize the leading role of the client in
quality management. In seven surveyed business. In addition, standardized systems
organizations also implemented 5S principles contribute to a reduction in measurable
and Poka-Yoke. and immeasurable loss of quality due to
defects and non-compliances, as well as to
test new ideas and concepts on quality in
the field of companies management [8].

46 D., Zimon
REFERENCES:

[1] Blaik, P. (2010). Logistyka. Koncepcja zintegrowanego zarządzania. Warszawa, PWE.

[2] Fonseca, L.M. (2015). From quality gurus and TQM to ISO 9001: 2015: a review of several quality
paths. International Journal for Quality Research, 9, 170.
[3] Gajewska, T. (2014). Assessment of companies attitudes connected with perfection of quality
logistics servises in refrigerated transport. Logistyka, 3, 68.
[4] Oxley, J. (2002). Przemieszczanie, magazynowania, pakowanie i dostarczanie. In D. Lock (Eds.),
Podręcznik Zarządzania Jakością (pp. 278-282), Warszawa: PWN.
[5] Richey, R.G., Patricia J.D., & Anthony S.R. (2007). Firm technological readiness and
complementarity: capabilities impacting logistics service competency and performance. Journal of
Business Logistics, 28, 195-228.
[6] Urbaniak, M. (2015). The role of the continuous improvement tools of processes in building
relationships in supply chain. LogForum, 11, 41-44.
[7] Zimon, D., & Malindžák, D. (2014). Stages to design the quality assurance strategy in the supply
chain. Transport & Logistics, 33, 1-6.
[8] Zimon, G., & Zimon, D. (2014). Influence of quality management systems on the financial capital
management strategies in trading companies. Modern Managamnet Review, 19, 123-133.

9th IQC June, 2015 47

 48 D., Zimon

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