Quality Management System in the Elevator Industry

Starting from one of the quality definition that “Quality is what the customer says, and Quality should be aimed at the needs of the customer by present and future”.

Quality is both a perspective and an approach to increasing customer satisfaction, reducing cycle time and costs, and eliminating errors and rework using a set of defined tools such as Root Cause Analysis, Pareto Analysis, etc. The International Organization for Standardization (ISO) defines “Quality” as “the degree to which a set of inherent characteristics fulfills a requirement,” and “requirement” as “a need or expectation that is stated, generally implied or obligatory.”

Quality is not a program or a discipline. It doesn’t end when you have achieved a particular goal. Quality needs to live in the organization as the Culture of Quality in which every person experiences and understands the need for dedication to its values. Quality is a continuous race to improvement with no finish line.

At a more general level, Quality is about doing the right thing for your customers, your employees, your stakeholders, your business, and the environment in which we all operate. From the level of the individual employee all the way up to the level of our planet, Quality is about maximizing productivity and delighting customers while protecting our people and our resources from the harm that results from shoddy processes and careless oversight. Quality is an approach that should be the goal of every organization from business and manufacturing to healthcare, government, and not-for-profits.

A Quality Management System (QMS) in the elevator industry is essential to ensure the safety, reliability, compliance, and performance of elevators while meeting customer expectations. The system incorporates policies, processes, and procedures tailored to the design, manufacturing, installation, maintenance, and inspection of elevators. Below is an outline of a QMS framework  for the elevators fields.

Key Components of a QMS in the Elevator Field:

1. Policy and Objectives

• Establish a quality policy emphasizing safety, efficiency, reliability, and customer satisfaction.
• Define quality objectives aligned with regulatory requirements, client needs, and organizational goals.

2. Standards and Regulatory Compliance

• Adhere to industry-specific standards such as:
  • ISO 9001: General QMS requirements.
  • ISO 25745: Energy performance of lifts and escalators.
  • EN 81: Safety rules for the construction and installation of elevators.
• Comply with local codes and standards, such as:
  • ASME A17.1/CSA B44 (North America)
  • European Lift Directive (2014/33/EU).
  • JIS
• Include periodic updates to maintain compliance with evolving standards.

3. Process Mapping

• Define procedures for all stages of the elevator lifecycle, including:
  • Design: Engineering, load calculation, safety analysis.
  • Manufacturing: Material quality checks, part inspections, assembly monitoring.
  • Installation: Site preparation, compliance with building  specifications, final testing.
  • Maintenance: Preventive and corrective maintenance schedules.
  • Modernization: Upgrading systems for improved safety and energy efficiency.
  • Inspections: Conduct regular testing, training and audits.

4. Documentation and Record Keeping

• Maintain detailed records for all processes, such as:
  • Design plans, compliance certificates, Part list and test results.
  • Installation check sheets and maintenance logs.
  • Customer feedback and complaint resolutions.
• Use a document control system to ensure easy retrieval and prevent unauthorized changes.

5. Risk Management

• Identify potential risks across the elevator lifecycle, such as safety hazards, mechanical failures, or non-compliance with codes.
• Develop a risk assessment plan and implement mitigation strategies.
• Incorporate tools like FMEA (Failure Mode and Effects Analysis) or HACCP (Hazard Analysis and Critical Control Points).

6. Quality Assurance and Control

• Quality assurance focuses on process consistency, ensuring adherence to predefined standards.
• Quality control involves testing and inspections through out the process from shipment delivery to handing over process, time to time in process inspections by certified veteran team members are very useful to achieve quality objective for example starting from template, then rail alignment, entrance alignments, car platform & other related accessories alignments and after installation major testing & commissioning steps with proper checking and assuring best quality needs.

7. Customer Satisfaction

• Implement systems to track and address customer feedback, complaints, and inquiries.
• Regularly survey customers to gather insights for improvement and modernizations.

8. Training and Competency

• Ensure all personnel involved in the design, installation, and maintenance of elevators are adequately trained and upgraded with the advance technologies.
• Maintain certifications for key staff roles (e.g., elevator mechanics, adjuster, testing experts and safety inspectors).

9. Performance Monitoring and Continuous Improvement

• Establish Key Performance Indicators (KPIs) to monitor:
  • Elevator uptime.
  • Maintenance efficiency.
  • Complaint resolution time.
• Use audits, feedback, and data analysis to identify areas for improvement.
• Implement continuous improvement methodologies such as Six Sigma or Kaizen.

10. Supplier and Partner Management

• Evaluate suppliers based on their ability to meet quality and safety standards.
• Conduct regular audits and establish long-term partnerships with reliable vendors.

Benefits of Implementing a QMS in the Elevator Field

• Enhanced Safety: Ensures compliance with safety standards, reducing risks for passengers and technicians.
• Improved Reliability: Leads to fewer breakdowns, better system performance, and greater customer satisfaction.
• Regulatory Compliance: Avoids legal and financial penalties associated with non-compliance.
• Operational Efficiency: Streamlines processes and reduces costs through standardized practices.
• Reputation and Customer Trust: Builds confidence in the company’s products and services.

Conclusion:

A quality management strategy for an organization that is seeking to or has already implemented a continuous improvement program must include respect for people, a transparent and open culture, employee empowerment, and actively engaged leaders. These are the elements that build an organization that values people, and when an organization puts the highest value on people, then quality efforts can focus on improving outcomes for people. There are more ­tangible and measurable components and tools that accompany a lean quality management system, such as root cause analyses, improvement slips, checklists, and observations.