Beruflich Dokumente
Kultur Dokumente
Pakistan Institute of
Quality Control
1
TABLE OF CONTENTS
? Introduction to Quality Management System
? What is ISO 9000?
? Framework & Requirements of ISO 9000
? Implementation Steps of ISO 9000
? Benefits & Problems
1
WHAT IS QMS?
Measurements Policy & Objectives
To ensure consistent
Processes quality of products Procedures
and/or services
OBJECTIVES OF QMS
+
Quality Assurance Process Measures & Control
+
Quality Control Product Measures and Control
2
8 QMS PRICINIPLES
Customer-focus
Mutually beneficial
supplier relationship Leadership
8 QUALITY
Factual Approach Involvement of
to Management MANAGEMENT People
PRINCIPLES
Continual
Process Approach
Improvement
System approach to 5
management
2000
First revision named
as ISO 9000:1994
1994
Originally released as
ISO 9000:1987
6
1987
3
SCOPE OF ISO 9000
Consistent
quality of
Continual
products or
Improvement
services
SCOPE
Enhanced Meeting
Customer Customer &
Satisfaction regulatory
requirements
CUSTOMER-SUPPLIER CHAIN
- Faculty & Staff
- Classrooms
- Library
- Laboratories
Resources
- Stationery - Learning
- Uniform - Education - Students
- Furniture - Admission
- Degrees - Parents
- Transport - Course Design
- Certificates - Employer
- Course Planning
- Higher
- Course Execution
institutions
- Examinations, etc. 8
4
ISO 9000 PROCESS MODEL
Top Management
Responsibility
Measurement,
Analysis and
Improvement
Resource Management
Customer Satisfaction
(students, industry
higher institutions) Market Education Customer
research Provision Degrees (students, industry
Requirements Processes higher institutions)
Regulatory Certificates
requirements 9
4 QUALITY SYSTEM
10
5
5 MANAGEMENT RESPONSIBILITY
Commitment Customer Focus
11
6 RESOURCE MANAGEMENT
Co (Fac
mp ult
nm t
t)
iro en
ete y a
en
nv nm
nc nd
g e viro
e & sta
RESOURCE
hin n
Tra ff)
ac rk E
MANAGEMENT
ini
(Te Wo
ng
(Determination,
Provision, and Maintenance
of resources)
Infrastructure
(Classrooms, Labs, Library)
12
6
7 PRODUCT REALIZATION
Course Program Delivery of Education Services
Planning Lesson Planning
Control of Course Delivery Processes
Determination & Evaluation of
Availability of Course Delivery Eqpt.
Course Requirements
Customer Requirements Evaluations & Examinations
Analysis of Data
Corrective/
Improvement Preventive
Action
14
7
HOW TO IMPLEMENT ISO 9000 QMS?
15
STEP 1
GAP ANALYSIS
Gap
16
8
STEP 2
PROJECT TEAM
STEP 3
ORIENTATION/AWARENESS SESSIONS
Quality Management
Basic Quality Concepts Principles
9
STEP 4
QUALITY POLICY & PERFORMANCE
INDICATORS
Organization’s
Quality Policy
Department- wise Quality Objectives
K K K K K K
P P P P P P
I I I I I I
1 2 3 4 5 6
Action Plan for each KPI
19
STEP 5
DOCUMENTATION OF QUALITY SYSTEM
Documentation
Supporting documents
? Organization Structure ? Job Descriptions ? Formats
Process Procedures/Standards
? Admission ? Course designing ? Lesson Planning
? Purchasing ? Internal Evaluations ? Examination
? Feedback ? Personnel Training
Iss
al
ua
ov
pr
Ap
op
? Corrective/Preventive Action
&
er
? Control of Nonconformity
so
vie
nn
Re
el
Quality System
Manual
20
10
STEP 6
IMPLEMENTATION OF QUALITY SYSTEM
Measurement & Reporting
of KPIs
Analysis of students, teachers, & Need assessment, planning &
examination related data evaluation of training of faculty/staff
STEP 7
AUDITING OF QUALITY SYSTEM
Corrective
Training of Audit Audit Audit
Action &
Auditors Planning Execution Reporting
Follow Up
22
11
STEP 8
CERTIFICATION
Certification Audit
23
BENEFITS
Consistent quality of products/services
Defined Procedures,
Roles, & Standards Focus on Customer
12
PROBLEMS/PITFALLS
Cost of Certification
Emphasis on Generic
Certification only PITFALLS Requirements
Too much
25
Paperwork
26
13