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Quality/Business Operating System

QOS/BOS (Quality/Business Operating System)

First, QOS/BOS takes the framework of 'competitive strategy' meaning, the positioning of the organization to compete in providing specific services to a defined market. It assesses customer expectations and competitive benchmarking, to further establish the quantifiable levels of performance capability required to support the organization's strategic positioning. To some extent, the procedure is comparable to the "Balanced Scorecard" - but QOS/BOS goes further.

In establishing these requirements for strategic positioning, QOS/BOS takes into consideration, not only the expectations of service purchasers, but the expectations of, service users, stakeholders, employees, government and regulatory entities as well. As we'll see, QOS/BOS drives data management to the process level, building a cause and effect model for performance, both financial and non-financial.

The QOS/BOS methodology usually involves management in an analysis of processes and their impact on Key Performance Measurables. In many, if not most service organizations, processes are not well defined and are even less well understood in terms of output, their effect on performance, financial & other areas. Least recognized of all, are the internal, systemic causes of variation in process outputs.


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QOS/BOS or Quality/Business Operating System is an advanced approach to Total Quality Management, one of the milestones in implementing the TS 16949 standard. It had its genesis by virtue of a combined effort of the Ford Motor Company and the principals at Omnex. QOS manages continuous improvement via strategic goals based on the organizational mission, customer expectations and competitive benchmarks. On adopting the QOS implementation technique, the Management of a firm employs Key Performance Measurables to assess critical non-financial and financial results as well as their process-based causes. more...

QOS/BOS Attendee Comments

Very knowledgeable instructors. The material covered in these 2 days can apply to any company. It is obvious that bottom line improvements can be made by any organization which uses QOS - Bert Scali

QOS/BOS Customers

ABB Flexible
Airgage Company
Anchor Harvey