A PRESENTATION ON

ISO 9000

WHAT IS ISO ?
International Organization for Standardization

1. Family Of Standards For Quality Management Systems 2. And Is Administered By Accreditation And Certification Bodies
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HISTORY:During WWII, there were quality problems in many British high-tech industries such as ammunitions, where bombs were exploding in factories during assembly. The adopted solution was to require factories to document their manufacturing procedures and to prove by recordkeeping that the procedures were being followed
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In 1987 the British Government persuaded the International Organization for Standardization to adopt BS 5750 as an international standard. BS 5750 became ISO 9000
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Certification :ISO does not itself certify organizations. Although commonly referred to as ISO 9000:2000 certification, the actual standard to which an organization's quality management can be certified is ISO 9001:2000

Accreditation bodies and the certification bodies charge fees for their services. The various accreditation bodies have mutual agreements with each other to ensure that certificates issued by one of the Accredited Certification Bodies (CB) are accepted worldwide.
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WHERE DOES ISO WORKS?

The ISO 9000 2000 Standards apply to all kinds of organizations in all kinds of areas. Some of these areas include manufacturing, processing, servicing, printing, financial services, accounting, trucking, banking, retailing, drilling, recycling, aerospace, construction, exploration, textiles, pharmaceuticals, oil and gas, pulp and paper, petrochemicals, publishing, shipping, energy, telecommunications, plastics, metals, research, health care, hospitality, utilities, pest control, aviation, machine tools
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HOW IS THE ASSESMENT DONE?

THE APPLYING ORGANIZATION IS ASSESSED BASED ON AN EXTENSIVE SAMPLE OF :A. Sites B. Functions C. Products D. Services E. Processes
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The ISO 9000:2000 requirements

EXPECTED QUALITY by the Customer Measurement of the Clients satisfaction

PLANNED QUALITY by the Company Measurement of the Performance of the Company

PERCEIVED QUALITY by the Customer

PRODUCED QUALITY by the Company

The 8 principles of TQM

Customer focus Leadership Empowerment Process approach Systemic approach Continuous improvement Decisions based on facts Relationship with suppliers mutually beneficiary

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Transition towards QUALITY MANAGEMENT

Quality Control
Past Detect faults Look for guilty persons Accuse Punish Micro-management

Quality Management
Future Prevent errors Look for defaults in the processes Help, Moderate, Facilitate Motivate Systematic and systemic management

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Empowerment?
VOICE OF THE CUSTOMER

VOICE OF THE MANAGEMENT

VOICE OF THE PERSONNEL

VOICE OF THE SOCIETY

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Continuous improvement ?
WHAT AND HOW?

PLAN

DO

ACT
ISO 9000

CHECK

Continuous Improvement

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WAYS TO DEVELOP QUALITY MANAGEMENT PROGRAMMES

GAP
ANALYSIS

SYSTEM
DEVELOPMENT

PLAN
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Presentation of ISO 9000:2000

A COHERENT PAIR: ISO 9001:2000 Quality Management Systems: REQUIREMENTS (WHAT ?) ISO 9001 oriented effectiveness and certification, ISO 9004:2000 - Quality Management Systems: GUIDELINES FOR PERFORMANCE IMPROVEMENTS (HOW ...?) ISO 9004 oriented effectiveness and efficiency

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Presentation of ISO 9000:2000

OTHER PRIMARY NORMS:

ISO 9000:2000 Quality Management Systems: Fundamentals and vocabulary

ISO 19011:200X Guidelines for quality and/or environmental management systems auditing. AS 9000 is the aerospace basic quality system standard PS 9000 -Standard for Pharmaceutical Packaging Materials. QS 9000-Automotive manufacturers
TL 9000 is the Telecom Quality Management and Measurement System
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BENEFITS OF ISO 9000

Create a more efficient, effective operation Increase customer satisfaction and retention Reduce audits Enhance marketing Improve employee motivation, awareness, and morale Promote international trade Increases profit Reduce waste and increases productivity
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PROBLEMS FACED:
The amount of money, time and paperwork required for registration Mislead companies into thinking that certification means better quality Especially prone to failure when a company is interested in certification before quality Competition among the numerous certifying bodies, leading to a softer approach

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SUMMARY: Good business judgment is needed to determine its proper role for a company...

Even without certification, companies should utilize the ISO 9000 model as a benchmark to assess the adequacy of its quality programs
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if you want to have a quality attitude you must have a quality system.
Simply put,

This is what ISO recognizes, and this is why ISO 9000 is important.
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