Introduction to ISO 9000 Standards

A few words about ISO

Refer to ISO not I-S-O

Because ISO is not a set of initials but an international name

Derived from the Greek word isos meaning equal Long name in English
International Organization for Standardization

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A few words about ISO (cont.)

Whatever the country, whatever the language the short form is always ISO

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Who is ISO?

ISO is an international agency consisting of 156 member countries including Kenya

ISO was formed in 1947 and is based in Geneva, Switzerland It develops international standards to foster increased trade of products and services By July 2005, ISO had published over 15,000 standards
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Introduction to ISO 9000 and the management system concept

The ISO 9000 Family fame

Most widely known and successful series of standards
Gaining wider interest in new management of Public administrations Represents an international consensus on good management practices Is a tried and tested framework of managing your business process
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What is ISO 9000?

A set of standardized requirements for quality management system Applicable to any organization regardless of its size or whether public or private sector
As at December 2004 over 670,399 companies had received certification from 70,364 in 1994.
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Introduction to ISO 9000 and the management system concept

The ISO 9000 Family

Four Primary standards

ISO 9000:2005, QMS Fundamentals and Vocabulary ISO 9001:2000, QMS Requirements ISO 9004:2000, QMS Guidelines for performance improvements ISO 19011:2002, Guidelines on quality and/or environmental systems auditing
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Introduction to ISO 9000 and the management system concept

ISO 9000:2005 Vocabulary (examples)

Process set of interrelated or interacting activities

which transform inputs into outputs

Product result of a process

Top management a person or group of people who

Requirement need or expectation that is stated,
generally implied or obligatory

direct and control an organization at the highest level

Customer satisfaction customers perception of the

degree to which the requirements have been fulfilled

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Introduction to ISO 9000 and the management system concept

ISO 9001:2000

0 1 2 3 4 5 6 7 8

Introduction Scope Normative reference Terms and definitions Quality Management system Management responsibility Resource Management Product realization Measurement, analysis & improvement
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Introduction to ISO 9000 and the management system concept

How to use ISO 9000 family

ISO 9000 to comprehend the principles of quality management, function of quality management and correct use of terms
ISO 9001 to assess a QMS or specify generic requirements for a QMS ISO 9004 to improve the QMS

ISO 19011 to manage an internal and external audit programme

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Introduction to ISO 9000 and the management system concept

Features of ISO 9000 standards

Based on Eight Quality Management principles as the philosophy Consistent in terminology Emphasis on processes Employs QMS process model

Embraces the spirit of Continual Improvement

Allows for permissible Exclusions
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Introduction to ISO 9000 and the management system concept

The Process Approach

The Plan-Do-Check-Act cycle, also known as the Deming Cycle A dynamic cycle that is deployed to organizations processes Associated with the planning, implementation, control and continual improvement
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Introduction to ISO 9000 and the management system concept

Process Approach (P-D-C-A)

Note in Clause 0.2 Plan: establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization's policies; Do: Check: implement the processes; monitor and measure processes and product against policies, objectives and requirements for the product and report the results; take actions to continually improve process performance;
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Act:

Introduction to ISO 9000 and the management system concept

BENEFITS OF IMPLEMENTATION OF ISO 9000 QMS

To operate efficiently To achieve customer satisfaction To improve financial results Satisfy all the stakeholders To secure sustainability
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Introduction to ISO 9000 and the management system concept

Internal benefits include:

Increased productivity Less scrap and rework Increased employee satisfaction Continual improvement Increased profits
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Introduction to ISO 9000 and the management system concept

EXTERNAL/MARKETING BENEFITS INCLUDE:

An internationally recognised QMS Increased opportunities in specific markets Increased customer satisfaction

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What do others say?

Customer satisfaction Quality of product/services Improved productivity Retained customers Improved bottom-line (Profit) Greater market share
Introduction to ISO 9000 and the management system concept

67% 57% 60% 51% 48% 37%

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Thanks for your Attention

Questions ?
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