Journal of environmental management

UALITY
MANUAL
“Quality is a journey to destination”
ISO: 9001-9004
Free Manual Template

PREFACE
Change management is a very relevant and important concept in the
current business environment. According to the research of
Cummings, Bridgman and Brown (2016) it can be stated that due to
the advent of globalization a rapid change has been placed in the
international business sphere. It is supplemented further by the
growing competitive in the market. Stouten, Rousseau and De Cremer
(2018) stated that the market flexibility of modern business opens
market for all and ends monopoly. As a result of that the business
companies started expanding the business further for gaining more
profitability. However, the intensity of competition pushes the
business companies to improve its productivity and services so
uniquely that it will help the business companies to gain
sustainability. In response to this, Van der Voet and Vermeeren
(2017) advocated that the international business organizations are
always trying to pursue for some better measures that can meet not
only the trend in the market but at the same time focuses on the
organizational objectives as well.
From that point of view, the concept and paradigm of change
management gets evolved and it focuses on the need of the
organization and the feasibility to improve productivity and services.
According to Schmidt, Groeneveld and Van de Walle (2017) change
management is a system that helps the business organizations to plan
and execute the change for the betterment of the organization. There
are certainly a lot of debates regarding the true nature of change
management where some called it a system or mechanism whereas
others emphasize on the theoretical perspective (Domingues et al.,
2017). Nevertheless, the purpose of change management is the same
to improve the facilities in terms of products and services and bring
competitive edge to the organization. The importance of change
management in the current business scenario as the change
management practice facilitates unique improvement for the
business companies and guides the organization to execute the idea
INTRODUCTION
Due to the importance of change management in global business, the
business organizations put great deal of emphasis over the design of
change management plan. Jayatilleke and Lai (2018) advocated that
the human resource management teams in corporate organizations
are taking huge responsibilities to not only design the change
management planning but also strictly monitoring the
implementation of the change management plan so that it will usher
high advantage for the organization in the competitive market.
Moreover, it can be stated that the HRM team in business
organization also has a clear perception regarding the need and

The purpose of the manual is to put emphasis on the importance of
training and development for the seniors and mid-level employees. The
manual is based on the change management concepts in global
business. The focal point of the manual is vested on the importance of
the organization to deliver a better and effective organizational
practice. The manual reflects on the quality management system and
its relevance in the current business practice. It is directly connected
with the long term benefit of the organization. The manual will guide
the entire change management process towards developing the quality
of decision making, better communication and effective leadership
practices that can help to build up better organizational culture and
workplace environment.
Distribution of resources in the entire change management system is
very important for developing and creating successful changes. It is
important to note that understanding the priorities of each steps and
allocation of the resources are interrelated. Therefore, it is crucial for
the organization to identify each steps properly. As per the research
of Fernandes et al. (2017) the distribution system in change
management has to have a coordination with the respective steps
and process. However, setting a plan for distribution of resource is
also required in order to ensure the success of the change properly.
The action will be initiated with a clear identification of the change
management steps (Siva et al., 2016). Then it is highly pertinent for
the organization to put emphasis over the priorities of the tasks. It is
important to note that the distribution of resources will follow the
priorities of the tasks.
In addition to this, a monitoring process will also be
introduced in order to make the allocation of resources properly. The
DISTRIBUTION
& REVIEW
Significance of the change so that the priority of the tasks will be
prepared accordingly. Henceforth, it is essential to procure a clear
insights into the distribution system and the quality management
system so that the process can easily meet the objectives of the
organization (Gutierrez-Gutierrez, Barrales-Molina & Kaynak, 2018).
Furthermore, the responsibility of the management and the related
focus on the change management practice are also crucial to
investigate. Therefore, this report highlights a clear understanding
and discussion regarding the role of the management in change
management practice and chalk out the resources that can help the
change management practice to become a better and effective to
improve the organizational needs properly.
PURPOSE OF
MANUAL

According to Li et al. (2018) the quality management system is
referred as a set of policies, processes and procedure that can help to
plan and execute the quality management design properly. There are
several definitions of quality management system where it can be
stated that quality management system is just a group of documents
which describe the entire system properly. On the other hand, Lo and
Yeung (2018) pointed out that the quality management system is a
framework that incorporates all the relevant and effective internal
elements and step forward towards executing the project.
Corroborating the definition, Bastas and Liyanage (2018) opined that
the quality management system is responsible to identify, measure,
control and improve different aspects of the business organization. It
leads to improve the business performance of the organization and
provide strategic advantage in the competitive market. Therefore, the
quality management system puts emphasis on some of the important
aspects like need analysis of the interested parties. The needs include
licenses to the trade, guidelines, customer requirements and the
existing standard of the organization (Hahn et al., 2017). Apart from
this, it is also pertinent for the quality management system is to put
deep focus on the applicable training for the employees and
determine the process, interaction, outputs and inputs. Moreover, a
close monitoring and controlling process is also required to maintain
the success of the quality management system.
In response to this, the current business must focus on the training
and development needs of the employees at first and then procure
great measure to the required resources for initiating the change in
the process. Finally, with the help of the monitoring and controlling
process, the organization will solidify the success of the training and
development practice of the organization (Fonseca & Domingues,
2017). It is also crucial for the organization to find out the purpose of
the training and development of the employees. Therefore, the major
focus of the organization is vested on the aims and objectives of the
change management process and ensure its capability to meet the
respective aims and objectives for change.
and allocation of the resources in a positive manner so that the final
steps will also get the opportunity to use the resources properly.
Therefore, a blueprint of resource allocation and distribution is
required so that it will be monitored properly.
The major challenge for this plan is to identify the required needs and
priorities it. However, it is also pertinent to note that the distribution
of resources will help to distribute the resources properly and
continue the success in change management process.
QUALITY
MANAGEME
NT SYSTEM

MANAGEMENT
RESPONSIBILITY
There are certain responsibilities that the managers must follow in
order to facilitate an effective quality management system. The first
and foremost important responsibility of the management is to
identify the needs of setting a quality management framework. As per
the research of Van Dooren, Thijs and Bouckaert (2017) it can be
stated that before developing a quality management system and
executing it, it is pertinent for the management to assess the risk at
first. It will provide enough assistance to the management so that
they can set relevant aims and objectives of the quality management
system. In fact the need analysis will also provide the purpose and the
rationale of installing the quality management framework.
Furthermore, it is also essential for the management to chalk out the
required resources that the quality management system will require.
The value and significance of the quality management system
compels the management to show pro-activeness and agile responses
so that all the challenges and potential risks can be mitigated before
the implementation of the quality management practice (Nakato &
Shirahige, 2017). Moreover, the purpose of pro-active responsibility
of the management towards collecting and storing the resources can
also reflect the motive and intensity of the management to make the
quality management system a success. It also boosts the confidence
of the workforce to stay motivated and confident enough to meet the
organizational objectives.
Besides this, it is also essential for the management to boost the
confidence and motivate the employees so that it could be better to
engage the employees also as they are also an integral part of the
quality management framework. In addition to this, Soares, Soltani
and Liao (2017) stated that the role of the management is to brief the
employees about the purpose and motive of implementing the quality
management system and at the same time also inform them about
the aims and objectives of the organization to make the quality
management system a success. It will definitely help to incorporate
the employees as without their assistance the quality management
practice cannot be succeeded.
Another major responsibility of the management is to prepare an
effective monitoring and controlling. Monitoring and controlling are
very crucial practices that can help any process to get success. In the
research of Huq et al. (2016) it can be seen that the monitoring
process helps a project to say on the right track and focus on the aims
and objectives of the organization. Therefore, the monitoring process
is considered to be a driving factor for the success of the project. On
the

The quality management design is very simple but effective. It is
divided into 4 particular phase. The first phase is associated with the
Plan. In the planning section it is important for the organization to
identify the needs, purpose and feasibility of the process. Therefore, a
need analysis will be formulated where the organization will like to
focus on the issues and problems identification. The issue
identification process will help the organization to get a clear
QUALITY
OBJECTIVES &
STANDARDS
DESIGN &
DEVELOPMENT
other hand the controlling practice helps the project to continue its
success without any hustle and if any problem arises then the
controlling process will alarm. Therefore, it is the responsibility of the
management to facilitate a strong and effective monitoring and
controlling practice.
Finally, in a project, the management is also responsible to resolve
any kind of conflict. Different interests and activities of each resources
can create problem in finishing the project successfully. Henceforth,
the management intervene into the process to guide the conflicting
parties to resolve the issue maturely and focus on the efficacy of the
quality management outcome (Honarpour, Jusoh & Md Nor, 2018).
The quality objectives and standard are as follows.
 To focus on the customer satisfaction. The quality management is
primarily focusing on providing the vest value goods or services to
the customers. Therefore, it is pertinent for the framework as
well to emphasize on the customer benefits.
 Improving the existing process is also considered to be an
important objective of the quality management. The practice sets
some standards so that it can be decided whether the product or
service is in a good shape or vulnerable enough to challenge the
organizational development.
 The management has to create a better approach towards the
employees with the intention to incorporate the employees
within the system. The purpose of the quality management is to
ensure the overall development of the organization. Therefore,
inclusion of the employees is also essential to continue the overall
development.
 Smart use of resources and reducing waste is also a significant
objective and standard of the quality management practice. The
quality management system heavily emphasized on the minimum
use of resources and providing maximum output. It shows the
feasibility and viability of the system and the advantages that can
be attained through the implementation of the quality
management system.

perception regarding the problems and guide the organization to plan
and design the next steps as per the intensity of the problem
(McAdam, Miller & McSorley, 2019). Therefore, the initial plan at first
finds out the scope of the quality management framework and then
set out a relevant planning in accordance with the feasibility and
viability of the plan.
The next step is to take actions or implementation of the plan. The
proposed design should be implemented as a pilot testing to figure
out the effectiveness of the design. As per the research of
Androniceanu (2017) it can be stated that the motive of the initial
execution of the plan Is not to meet the objectives and aims. It is true
that the entire plan is based on the aims and objectives of the quality
management practice. However, the purpose of the initial plan is to
set an effective planning and execution of the framework but it also
incorporates some other perspectives as well. For instance, the
management is willing to check any kind of gap or challenges that the
new framework is facing and those gap has to be taken care of so that
in future there will be no problem to run the quality management
system.
The next step is associated with the performance evaluation practice
where the role of the management is to initiate a gap analysis and
mitigation strategy for the risks and challenges occurred during the
implementation phase. Therefore, this phase is to check and resolve
all those problems and enhances the efficacy of the quality
management framework so that all the aims and objectives of the
organization has to be met. Some recommendations and follow ups
are required in this phase where the role of the organization is to not
only mitigate the problems but also guide the entire plan towards
achieving the mission and vision of the organization (Dahlgaard-Park,
Reyes & Chen, 2018). Therefore, this phase is crucial for the success
of the entire quality management framework.
The next step is to resume action. The focal point of the action phase
is to usher improvement to the organizational practice and bring
more efficacy so that the entire process will get the privilege to meet
the aims and objectives of the quality management system (Patyal &
Koilakuntla, 2017). The improvement phase is the final step of the
entire system where the outcome are expected to gain a competitive
edge to the organization by meeting the vision and mission of the
organization and raise the green flag to achieve success.
However, it is important to note that there are certain important
aspects that the design of the quality management system has to
check before implementing and continuing the improvement. For
instance, Grudzień and Hamrol (2016) articulated that an internal
audit is very important to find out the entire framework is working
under the budget. In case of any problem, it will be a challenge to
exceed the budget. Moreover, the documentation and training of the
employees are also crucial for the benefit and success of the entire

RESOURCE
MANAGEMENT
There are some significant aspects that can bring efficacy to create a
resource management for the entire quality management framework.
The process sets focus on with some of the objectives as follows,
 The organization must adhere demand and need of resources for
the quality management framework. At the same time it is also
pertinent for the organization to run and analyze the capacity of
the organization to store resources.
 Optimization and utilization of resources is also a significant aspect
on which the organization must focus. It is pertinent for the
organization to use the resources wisely and track down the
details of usage so that it will be better to distribute the resources
throughout the program. Exhaustion of resources can jeopardize
the entire program.
 Moreover, it is also pertinent for the organization to update the
progress and track its timing so that it will highlight the
effectiveness and impact of the resources. For resource
management it is very significant to understand the progress of
the plan and its expected outcome on a priority basis so that the
resource allocation and distribution will be managed accordingly.
Moreover, it will also help the organization to check and update
the progress so that the entire situation will remain under control.
SERVICE
REALIZATION
QUALITY
MEASUREMENT
There are some potential service realization practices that the
management follows in order to meet the objectives of the quality
management practice. Therefore the service realizations are as
follows,
 Maximize the stakeholders’ engagement into the program so that
it will be helpful for the organization to initiate an overall
development of the system. The assistance and deep influence of
the stakeholders will help to develop and expansion the
capabilities of the quality management system.
 A contingency plan has to be set that will be treated as Plan B if
something wrong will happen with the primary program. The
purpose of the organization is to meet the goals and a
contingency plan will help to achieve it.
For the quality measurement it is proper to have some key
performance indicator that can lead the quality management practice
to understand and measure the success of the system. The KPIs are as
follows,
 To increase the profitability of the organization by 5% within the
next financial year.

QUALITY
ANALYSIS
 To maximize the customers by 3% within the next financial year.
 To enhance the productivity of the organization by 15% within 2
years.
 To reduce the employee retention by 1% within 1 year.
The change management plan on the quality development through
training of the senior and mid-level executive will help the
organization to get a long term sustainability. It is important to note
that the purpose of this manual is to enhance the quality of
production and service that can be a top-sown enforcement within
the organization. It is also helpful to develop the brand image for
future success of the organization. Therefore, in can be concluded
that the quality of the training and development manual for senior
and mid-level executives definitely help to meet the long term
objectives of the organization.

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