ISO 9001 Standard Quality Management System

Overview
Vipul Gupta 06/05/2013 NTL Lemnis

ISO & ISO 9000 Standard

ISO : International Organization for Standardization
ISO 9000 : Quality Management System standard
The ISO 9000 family of standards is related to quality management systems and designed to help organizations ensure that they meet the needs of customers and other stakeholders while meeting statutory and regulatory requirements related to the product and services.

Evolution of ISO 9000 standard 1987 version : Emphasized on conformance to procedures rather than overall process
of management which was likely the actual intent --- was based on following standards MIL-Q-9858 : 1959 BS 5179 : 1974 & BS 5750 : 1979

1994 version : Emphasized Quality assurance via preventive measures, instead of just
checking the final product, and continued to require compliance with documented procedures. 2000 version : a) Made a radical change by placing the Process Management the central theme. b) Design and Development procedures were required only if a company was engaged in creation of new product. 2008 version : Essentially same as 2000 version with clarifications to existing requirements - Design & Development exclusion requires a formal justification now.

No. of certifications as on 2011 World : 11 Lac plus; China : 3 Lac plus; India : 0.35 Lac

Guiding Principles Foundation of QMS

The QMS Model

Quality Management System Continual Improvement Management responsibility

C U S T O M E R

R e q u i r e m e n t s

Resource management

Measurement, analysis, improvement

S a t i s f a c t i o n

Input

Product realisation

Product Output

C U S T O M E R

Worlds Top Business / Quality Excellence Model

What is more important !

Doing Right Things or Doing Things Right

First Next

---- Doing Right Things ---- Doing Things Right

Finally ---- Doing Right Things Right First Time

Assurance vs. Control

Assurance :
aims to assure that Work and Deliverables will be built in before work is done

(Doing Right Things)

Control :
aims to determine that Work and Deliverables did occur after work is done

(Doing Things Right)

ISO 9001 Process Approach

PROCESS EFFECTIVENESS CONTROLS
Extent to which planned activities are realized and planned results achieved

PROCESS INPUT
set of interrelated or interacting activities which transforms inputs into outputs

OUTPUT

PRODUCT

PROCESS EFFICIENCY
RESOURCES
Relationship between the result achieved and the resources used

A desired result is achieved more efficiently when activities and related resources are managed as a process

Turtle Diagram for Management Process Monitoring

ISO 9001 : 2008 QMS Requirements

Main QMS requirements :

Quality Management System Management Responsibility Resources Management Product Realization Measurement, Analysis & Improvement

Scope :
Design, Development Manufacturing, Installation & Servicing

Clause 6
Resource Management Human resources Infrastructure Work Environment

Clause 4
QMS requirements Process approach Documentation requirements

Clause 7
Product Realization Planning Marketing, selling, design, production, purchase

Clause 5
Management responsibility Commitment, Customer focus Policy, Objectives, Planning, Communication

Clause 8
Measurement, Analysis & Improvement Measure, Analyze and improve

Gap Analysis Matrix Quality of Service

It is said that beauty is in eye of the beholder. Nowhere is this statement truer than in the field of measuring service quality It is not how good you think you are that matter. It is not even how good you actually are that matters. What really matters is how good your client perceives you to be. Improving our processes, systems, products and services are all important element is driving up customer satisfaction. But vital ingredient that really makes difference is how you behave when you are dealing with our customers. The basic rule is simple be friendly, really listen, show you understand, give customer the benefit of the doubt, dont be afraid to say you are sorry, do not leave the customer in dark, dont blame the other part of company, take responsibility, agree what happens next and always keep your promise.

Managing Customers Expectations & Perceptions

Meaning of Quality & Excellence

Quality means Excellence excellence in what ever we do

Excellence
is never an accident, it is always the result of high intentions, sincere efforts, intelligent direction and skilful execution, it represents the wise choice of many alternatives.

Thank You

Vipul Gupta 06/05/2013 : NTL Lemnis