Sharyl N.

Calibayan
ES92
 Qualitymanagement means
what the organization does to

ensure that its products or

services satisfy the customer's
quality requirements and

comply with any regulations

applicable to those products or
services.
 International Organization for Standardization.

A non-governmental organization based in

Switzerland that develops and establishes
standards, rules, and guidelines designed to
ensure that products, processes, and services
are fit for their purposes.

ISO took its short-form name from the Greek

word isos, which means "equal."
A series of standards intended to guide
an organization on the implementation
and continual improvement of a
QMS(Quality Management System).

Certification
and registration to ISO 9000
indicates an organization is striving to
meet the quality requirements of its
customers.
 There are many standards in the ISO 9000
family, including:

ISO 9000:2005

ISO 9001:2008

ISO 9004:2009
 One of the three main publications of the
ISO 9000 series that describes the basics,
defines vocabulary, and introduces the
ISO quality standard.

ISO
9000:2005 is titled "Quality
Management Systems Fundamentals and
Vocabulary."
 An important section of ISO 9000:2005 is
dedicated to the principles underlying
quality management.

The standard identifies 8

fundamental principles necessary to
conduct the organization to improved
performance
1. Customer Focus

Organizations depend on their customers and therefore should

understand current and future customer needs, should meet customer
requirements and strive to exceed customer expectations.

2. Good Leadership

Leaders establish unity of purpose and direction of the organization.

They should create and maintain the internal environment in which
people can become fully involved in achieving the organizations
objectives.
3. Involvement of People

People at all levels are the essence of an organization and

their full involvement enables their abilities to be used
for the organizations benefit.

4. Process approach

A desired result is achieved more efficiently when

activities and related resources are managed as a process.
5. Management System Approach

Identifying, understanding and managing interrelated

processes as a system contributes to the organizations
effectiveness and efficiency in achieving its objectives

6. Continual Improvement

Continual improvement of the organizations overall

performance should be a permanent objective of the
organization.
7.Factual Approach to Decision Making

Effective decisions are based on the analysis of data and

information

8. Supplier Relationships

An organization and its suppliers are interdependent and

a mutually beneficial relationship enhances the ability of
both to create value
 The core standard of ISO 9000 that
defines the requirements of having a
Quality Management System.

ISO 9001:2008 is titled "Quality

Management Systems Requirements" and
presents the actual material to which a
company is certified.
 It is a generic standard.

It is a process standard.
 Section 4: Section 5: Section 6:
General Management Resource
Requirements Responsibility Management

Section 8:
Section 7:
Measurement,
Product
Analysis and
Realization
Improvement
 Various audits can be done as a check of the effectiveness of the
quality management system.

an internal audit
1st party
audits

allow for a consumer to evaluate the performance on an

2nd party organization.
audits

an independent certification body comes into an organization

3rd party and evaluates it in terms of the ISO 9000 guidelines
audits
 One of the three main publications of the
ISO 9000 series that describes additional
recommendations a company can apply
to improve their QMS.

ISO 9004:2009 is titled "Quality

Management Systems Guidelines for
Performance Improvement."
 The purpose of the new ISO 9004 standard is to
help organizations to achieve sustained success
quality management approach.
Sustained success can be achieved when it
meets its objectives and continues to do so over
the long term.
It further says that objectives can only
be achieved if the organization consistently
meets the needs and expectations of its
interested parties (stakeholders).
ISO 9001:2008 ISO 9004:2009

Requirements
Guidance document
document

QMS can be certified No accredited

to it. certification

Talks about meeting

the needs of all
Focuses on meeting
interested
the needs of
parties(shareholders,
customers.
suppliers, employees,
owners)
 Lets say you make cookies....

Thestandard does not consider the

actual quality of the cookie.

Thestandard tries to get you to achieve

consistent results and continually
improve the process.
 Quality Policy - To manufacture the best
chocolate chip cookie in the world (using
my recipe)

Quality Objectives - Every cookie will

be soft and chewy, safe to eat, etc.
 Gives requirements for the overall Quality Management System
4.1 Identify all your processes:
Purchase materials
Receive/inspect materials
Store Materials
Measure Ingredients (take out of storage)
Beat/Stir, etc.
Drop onto cookie sheet
Bake
Pack
Ship
Clean Kitchen
Audit your QMS
Perform Corrective & Preventive Action
4.2 Documentation
 Gives requirements for Management and their
role in the Quality Management System

Management should ensure you are meeting

customer requirements.
Review of the QMS to make sure it is meeting its
stated objectives.
Results of audits, customer feedback, etc.
 Givesrequirements for resources including
personnel, training, the facility and work
environment.

Do you have enough money to perform testing, hire

auditors, etc?
Have the people been trained on the equipment?
(ovens, mixers, etc.)
Was the training effective? (measure performance)
Do you have the tools to remove the cookies from
oven before they burn?
Do you control the humidity in the bakery?
 Givesrequirements for the production of the
product or service, including things like
planning, customer related processes, design,
purchasing and process control.

Are we buying the correct ingredients and do they meet

our specs?
Are ingredients being measured correctly?
Are the cookies chewy?
Are they clean from bacteria?
Is the packaging sealed?
 Givesrequirements on monitoring processes
and improving those processes.

Are you getting rejects returned from the customer?

Does the customer require new flavors?
How can you make the cookies better, more
consistent, etc.
What can be done to ensure mistakes don't happen?
 it gives organizations some guidance on how to
manage for quality
creates a more effective and efficient operation
improves customer satisfaction
improve company marketing
and profit
 I do not know much about Quality, but I
am sure of one thing, if Quality is good,
Customers come back, else products
come back.
-Margaret Thatcher

References:
http://www.pjr.com/standards/iso-90012008/benefits-of-iso-9000
http://www.iso.org/iso/iso_9000
http://www.praxiom.com/iso-9004-intro.htm