A Research On The Improvement Of Quality Management System In JN Quality Supervision And Testing Institute

JN Quality Supervision and Test Institution was sanctioned in the recognition of testing and calibration laboratory in2003, which signified the establishment of JN Quality Supervision and Test Institution’s laboratory quality Management system. However, in the first few years after the system was established, the quality Management index didn’t show considerable improvement as expected. The quality Management system requires that "with the effective application of the system including the effective application of the ongoing improvement of the system, as well as the observation of the laws and regulations, the system aims to increase customer satisfaction". However, this requirement isn’t realized either. This manifests that JN Quality Supervision and Test Institution still has problems in the procedures and methodology of carrying out the quality Management system.The thesis describes the establishment of laboratory quality Management system in JN Quality Supervision and Test Institution. It aims to find out the major problems in the operation of the present quality Management system from analyzing the customer satisfaction survey. In addition, it tries to find out the main reasons that influence the efficiency of quality Management and propose ways of improvement as well as the evaluation and testing of the effectiveness of the improved plans. Through the analysis of the factors influencing the operation of Quality Management System, the thesis finds out that the main factors hampering the efficiency of the quality Management system are equipment, environment, staff, consciousness of service, etc. The thesis proposes an improvement solution and verifies the solution over a customer satisfaction survey.The innovation is embodied in:1) the research is based on the basic model of Chinese customer satisfaction index and the frame of customer service index evaluation system, and employs a survey of customer service to find out factors influencing the operation of quality Management system.2) the research brings the concept of serving the customers into the quality Management system in Quality Supervision and Test Institution.The research benefit the operation of the quality system in JN Quality Supervision and Test Institution, makes the administration work more formal and scientific, ensures the effective improvement of the process of quality Management, improves the management and service level, applies with the need of the development of inspection market, increases the customer satisfaction and guarantees the suitability and effectiveness of the quality Management system.