| Summary: | Quality Management Systems (QMS) can be a strategic tool for improving a firm's management because it allows the identification of a set of quality pointers able to monitor every process. Recent renewals of QMS have involved a redefinition of the pointers system through new processes and procedures to guarantee an effective process control and satisfaction of user's requirements. This work aims to develop a QMS methodology able to define a set of finalised pointers to objectively measure production improvements, or to define the lacks of a certain production process, especially when product personalisation is emphasised. The methodology has been applied to the production process of an SME producing motor caravans and motor homes characterised by a high level of product personalisation. The improvements obtained have been mainly related to a decrease in Non-Conformities (NCs) in production and, with the new QMS, the production processes have given the same performance with the introduction of new products. quality management; small lot production; quality pointers; product quality; process control; SMEs; small and medium-sized enterprises; product development; production improvement; motor caravans; motor homes; product personalisation.
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