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ISO 9000:2000
ISO 9000:2000
CONTENTS
1 2 ISO 9000 New Family of Standards Whats New in ISO 9000:2000 (Outline) ISO 9001:2000 New/Modified Requirements Audit Terms and Definitions
ISO 9000:2000
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Principles of Auditing
Competence of Auditors Managing an Audit Program
TQM+
TQM
QA
QC
SPC
Performance Measure Quality Circles ISO9000 HRM GROUP
DYNAMICS Teams
6 Sigma
Knowledge Mgt.
IT
JAR 145
OPR MGT.
Efficiency
BPR TPM JIT/MRP
Product Inspection
Process Control
Quality Control
Performance
OK
Cycle A Rework
Errors
Cycle B
PROCESS
Measures
Quality Assurance
Customers
PROCESSES
OUTCOME
OK
Correction
Errors
data
FIELD
Performance
data
ENGG.
FINANCE
Flight Operations
Mkg
HRD
Flight Services
Airport Services
PURCHASING
MIS PLANNING
3 Continuity
The degree to which the service for the passenger is coordinated among providers among organizations, and over time
4 Effectiveness
The degree to which the service is provided in the correct manner
5 Safety
The degree to which the risk of an intervention and the risk in the service environment are reduced for passengers and others
6 Efficiency
The relationship between the outcome(s) and the resources used to deliver service
7 Timeliness
The degree to which service is provided to the Passenger at the most beneficial or necessary time
9 Reliability
Errors during service
Introduction to
ISO 9000:2000
SUPPORTING STANDARDS
ISO 10005:1995 Guidelines for Quality Plans ISO 10006:1997 Guidelines for Project Management ISO 10007:1995 Guidelines for Configuration Mgt ISO 19011 on Auditing ISO 10012-1 & -2, Quality Assurance for Measuring Eqpt. ISO 10013:1995 Guidelines for Quality manuals
ISO/TR 10014:1998 Guidelines for managing economics of quality ISO 10015 Guidelines for Training ISO/TR 10017:1999 Guidelines on Statistical techniques
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C U S T O M E R
R e q u i r e m e n t s
C
U S T O M E R
Service realization
S a t i s f a c t i o n
Product
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Contents
1 Scope
2 Normative Reference 3 Terms and Definitions
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Contents (cont.)
4.1 General Requirements 4.2 Documentation Requirements 5.1 Management Commitment 5.2 Customer focus 5.3 Quality Policy 5.4 Planning 5.5 Responsibility, authority and communication 5.6 Management Review
Resource Management
6.1 Provision of resources 6.2 Human resources 6.3 Infrastructure 6.4 Work environment
7.1 Planning of product realization 7.2 Customer-related processes 7.3 Design and development 7.4 Purchasing 7.5 Production and service provision 7.6 Control of monitoring and measuring devices
Product Realization
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Contents (cont.)
8.1 General 8.2 Monitoring and measurement 8.3 Control of nonconforming product 8.4 Analysis of data 8.5 Improvement
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1. Scope (applicability)
1.1 General
Product meets customer and applicable regulatory requirements
to enhance customer satisfaction, including continual improvement of the system and assurance of conformity to customer and applicable regulatory requirements
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1.2 Application
Generic requirements; applicable to all organizations, regardless of type, size and product provided
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QUALITY MANUAL
(SUMMARY)
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Top management shall ensure that customer requirements are determined and fulfilled with the aim of enhancing customer satisfaction
Examples
Customer needs identification procedure? (e.g. surveys, focus groups, contracts) Top management verification (through 1st, 2nd, 3rd party tests etc., that such requirements are fulfilled
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Quality Objectives:
are established at relevant functions and levels, and are measurable and consistent with the quality policy
QMS Planning:
How to achieve the objectives
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Management Representative:
appoint a QMS Coordination role to a management member ensure QMS is established, implemented and maintained report the performance and the need for improvement promote awareness liaison with external parties
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Internal Communication:
ensure effective communication regarding the effectiveness of the QMS
Examples Team briefing and meetings notice boards newsletter intranet employees surveys
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INPUTS
QUALITY PROCESS
QUALITY REPORT covering Audit results Customer feedback process performance product conformity C/P Action follow-ups changes / follow-ups recommendations for improvements
Management Reviews
Improvements in Products/Processes
Resource Needs
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6.3 Infrastructure
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The organization shall determine and manage the work environment needed to achieve conformity to product requirements
Examples
work space heat, humidity, light airflow, hygiene, cleanliness, noise, vibration and pollution, etc.
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7. Service Realization
7.2 7.6 Customer Monitoring & Related Measuring Processes Devices PROCESS MANAGEMENT 7.3 7.5 Design & Service Development Provision 7.4 Purchasing
7.1 Planning
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7.1 Planning
Quality objectives and requirements for the services establish processes, documents, and provide resources specific to the services required verification, validation, monitoring, inspection and test activities specific to the service and the criteria for service acceptance identification of relevant records
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Determine:
customers requirements unstated but necessary requirements statutory and regulatory product reqt any additional requirement determined by the organization
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Examples Printed information Telephonic info Mail info Web info Airport announcements. Aircraft announcements
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Inputs
Review
Designing
Output
Verification
Validation
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7.4 Purchasing
PURCHASING
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Ensure conformity of the service ensure conformity of the QMS ensure effectiveness and continually improving the QMS
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Customer Satisfaction
device a method to measure and monitor customer satisfaction from customer perception point of view
Internal Audit
regularly carry out internal audit to check conformity and effectiveness of the QMS design an effective audit program and plan, criteria competent auditors audit results and records follow-ups and timely C/A
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Processes
apply suitable monitoring of processes where required C/A when deviation occurs
Services
measure service characteristics to confirm fulfillment of quality at appropriate stages in accordance with the quality plans define acceptance criteria authorize release and records
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Determine, collect and analyze appropriate data from measurement sources to check conformance and analysis for improvement in:
customer satisfaction service conformance process suppliers
Analysis is not compiling of data Analysis is after compiling of quality data Analysis is part of Quality Report Sources of data?
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Continual Improvement
identify opportunities of improvement from quality policy, objectives, audit results, analysis of data, C/P actions, and management reviews mobilize improvement programs
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Corrective Action
take timely action to eliminate the cause of nonconformities. Review nonconformities determine causes evaluate determine and implement action records of results review and confirm results
What is the difference between Correction, Corrective Action and Preventive Action? Corrective Action Form Control of Corrective Actions
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Preventive Action
determine potential nonconformities current mistakes and future planning determine their causes device actions implement actions record results review action taken
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SYSTEM
Embryonic
1ST Year
2nd Year
3rd Year
Maturity
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System Maturity
Excellent Good Satisfactory Acceptable
B
A
6 9 12 Time (months)
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25%
Good
15%
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The End
Lets Create
QUALITY TRADITIONS
ISO 9000:2000
Thank You
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