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For the benefit of business and people1
BUREAU VERITAS
"Best Practices Workshop of
Distribution Heads"
being organized at the initiative
of Ministry of Power on
AT27th January 2004
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SUMMARY2 > OVERVIEW OF ISO9001:2000
1 > INTRODUCTION TO BUREAUVERITAS & BVQI
3 > BENEFITS OFCERTIFICATION
4 > IMPLEMENTATION OF ISO 9001:2000
5 > CONCLUSION
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1INTRODUCTION
TO BUREAU
VERITAS
>
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11INTRODUCTION TO BUREAU VERITAS
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"Delivereconomic value (increased performance,
reduced risk) to our clients through effective
quality, health and safety, and environment
management oftheir assets, projects, products
and systems.
1INTRODUCTION TO BUREAU VERITAS--OUR MISSION
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" Integrity
" Independence
" Impartiality
"Respect for others
1CORPORATE GOVERNANCE
INTRODUCTION TO BUREAU VERITAS-- OUR CORE VALUES
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11CORPORATE GOVERNANCE
INTRODUCTION TO BUREAU VERITAS--HISTORICAL HIGHLIGHTS
1984
INTERNATIONAL
TRADE
1828
MARINE
1922
AERONAUTICS
1929
BUILDING
1988
CERTIFICATION
1998
CONSUMER GOODS
2000
E BUSINESS
1910
INDUSTRY
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11INTRODUCTION TO BUREAU VERITAS--THREE AREAS OF EXPERTISE
OUR BUSINESS
"Conformity and Certification From design review to testing, inspection and
analysis.Issue of certificates, marks, labels and reports
An undisputed world leader
"Consultancy and Training Quality, Health, Safety, Environment.
Reference standards and performance indicators
High level of technicality and quality
"Outsourcing
Total or partial management of customers QHSEfunctions
The reliability of a true long- term partner
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GLOBAL LEADERGLOBAL LEADERWITHWITHLOCALAPPROACHLOCALAPPROACH
BVQIBVQI operates from dedicated offices
located in 45 countries
INTRODUCTION TO BUREAU VERITAS
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Product
Accreditation bodies
Accreditation
ISO/IEC Guide 62
Certification
ISO 9001 etc.
EN 45012
Organisations
Certification bodies
INTRODUCTION TO BUREAU VERITAS
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ACCREDIATIONS BVQI HAVE OVER 27 ACCREDIATIONS
CREDIBILITY !CREDIBILITY !
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For the benefit of business and people12
BVQI CREDENTIALSBVQI CREDENTIALS
INTERN
ATION
AL
NE
TWORK
GLOBALSERVICE
LOCALEXPERTKNOWLEDGE
ACCREDITATION CREDIBILITY
HIGHLY QUALIFIED AUDITORS
EXPERIENCEINALL SEGMENTSOFTHEINDUSTRIES
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For the benefit of business and people13
SOMEOFOURCLIENTS. IndiaSOMEOFOURCLIENTS. India
ABB
ALCATEL
ALSTOM
AMERICAN DRY FRUITS
ARVIND GROUP
BAJAJ AUTO
BAX GLOBAL
BEML
BHEL
BPCL
BOMBAY DYEING
CROMPTON GREAVES
DHL
EICHER TRACTORS
GREAVES
HEWLETT PACKARD
HAL
HINDUSTAN LEVER LTD.
HUTCHISON MAX
ICI
INDAL
INFOSYS
KIRLOSKAR GROUP
LARSEN & TOUBRO
LUCAS TVS
MAFATLAL GROUP
NIIT
NOCIL
PHILIPS GROUP
RELIANCE GROUP
SHAW WALLACE
SUNDARAM GROUP
TATA TEA
TIMESOF INDIA
TELCO
VIP
WIPRO GROUP
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1BVQIs services
""Quality AssuranceQuality Assurance
ISO 9000
QS-9000
AS 9000ISO/TS 16949
""EnvironmentEnvironment
ISO 14001
EMAS
""SocialSocial
AccountabilityAccountability
SA8000
Codes of Conduct
""OH&SOH&S
Safety Cert
BS8800
""FoodFood
HACCP
TRAININGTRAINING
""Integrated SystemsIntegrated Systems
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For the benefit of business and people15
BVQIBVQIFirst clas service
World class recognition
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2OVERVIEW OF
ISO 9001:2000>
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Consolidation of ISO 9000 familyConsolidation of ISO 9000 family -- Current 20Current 20standards to be replaced by four:standards to be replaced by four:
" ISO 9000: Quality management systems- Fundamentals
& vocabulary
" ISO 9001: Quality management systems - Requirements
" ISO 9004: Quality management systems - Guidance for
performance improvement
" *ISO 19011: Guidelines for auditing quality &environmental management systems
To be supported by technical reports
Overview Of ISO 9001 : 2000
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1ISO 9001 : 2000
" Some basics
Applicability : Universal
Aim : Enhancing customer satisfaction
Scope : As per the requirements of the organization
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01 General
" Strategic decision - adoption of QMS
"QMS design & implementation is organisationspecific
" Standard can be used by internal & external partiesto assess the ability to meet customer, regulatoryand organisations own requirements
"QMS requirements are complementary to technicalrequirements for product
ISO 9001:2000
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The Process ApproachThe Process Approach. Process approach to quality
management encouraged
. Introduces & explains the processmodel as conceptual presentation ofQMS requirements specified
ISO 9001::2000
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1Processes
ProcessProcess
ActivitiesActivities++
ResourcesResources
InputInput OutputOutput
ControlsControls(e.g.procedure)(e.g.procedure)
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1Processes - understand interactions
ProcessProcess
AA
ProcessProcess
DD
ProcessProcess
BB
ProcessProcess
CC
InputInputOutputOutputControlsControls
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C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
Management
responsibility
Resource
management
Measurement, analysis,
improvement
ProductProduct
realisation
QualityManagement System
Continual Improvement
R
eq
u
i
r
e
m
e
nt
s
S
a
t
i
s
fa
c
t
i
o
n
Input
Output
The QMS Model
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1Process and System Approach
" Identify and manage processes
" Determine the sequence and interaction of processes
" Determine the criteria and methods to ensure effectiveoperation of the processes
" Measure, monitor, analyse the processes andimplement actions necessary to achieve plannedresults and continual improvement
" Ensure availability of information necessary to operateprocesses
(ISO 9001:2000 clause 4.1)
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Plan
Do
Verify
Correct
The Demming Cycle
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1The recognition process
"Understanding the standard
requirements
"Establishment of a quality management
system
"Certification
"Accrualof benefits
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" The requirements :
Quality Management System
Management Responsibility Resources Management
Product Realization
Measurement, Analysis & Improvement
ISO 9001:2000
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"Clauses 0 - 3
Introduction
Scope
Normative references
Terms and definitions
ISO 9001:2000
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"Clause 4
QMS requirements
Process approach
Documentation requirements
ISO 9001:2000
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"Clause 5
Management responsibility
Commitment, Customer focus
Policy, Objectives, Planning, Communication
ISO 9001:2000
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1ISO 9001:2000
"Clause 6
Resource Management
Human resources
Infrastructure
Work Environment
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1ISO 9001:2000
"Clause 7
Product Realization
Planning
Marketing, selling, design,production,purchase
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1ISO 9001:2000
"Clause 8
Measurement, Analysis & Improvement
Measure,Analyse and improve
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1Myths
ISO is only documentation
ISO is expensive
ISO is for the auditor
ISO is the responsibility of MR
ISO willdrastically improve results immediately
ISO is TQM
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3BENEFITS OF
CERTIFICATION>
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1Benefits of certification
"Commercial
"Non-commercial
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"Enhanced customer satisfaction and
loyalty
"Reduced quality costs
" Increased competitiveness
" Improved internal transfer of know how
" Improved morale and motivation of staff
Benefits of certification
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1Benefits : Commercial
"Competitiveness
"Customer confidence
"Exports
"Governmentalrecognition
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1Benefits : Non-commercial
"Quality, an essentialrequirement today
"Continualimprovement, another necessity
" Effect on costs
Higher quality costs less
Quality has one of the highest ROI
Almost the entire standard is preventative in
nature !
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1Benefits : Non commercial
" Opportunity to integrate systems
" Inspiring confidence to the management andpeople of the organization
" Transparency
" Identification of non conformities
" Reduced errors
" Internalquality audits
" Prestige
" Improved morale of staff" Improvements becoming a way oflife
" A stepping stone to TQM
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1To Summarise
" Generic
" Goes beyond quality assurance to includecustomer satisfaction
" Based on 8 quality management principles
" Process approach
" Allows tailoring to business but does not loosesight of customer focus
" Low on documentation and high oneffectiveness (performance)
" Focuses on continual improvements through:Quality objectives
Corrective and Preventive actions
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Certification of quality system to ISO 9001 asCertification of quality system to ISO 9001 asa bonus:a bonus:
" Tangible proof that the companys quality
system complies with internationally
recognised standard.
"Avoidance of multiple second party audits.
"Marketing edge.
Certificate
ISO 9001
Benefits of certification
Benefits of certification
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An opportunity to eliminate any excessivedocumentation requirements
Benefits of certification
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THE CERTIFICATION
PROCESS
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Top management
commitment
Formation of
Steering committee
Understanding
The standard
Review of the
Existingsystem
Gap Analysis
Time bound
Action plan toFill gaps
Internal Audits
And
Management
Reviews
Pre-assessmentreview
CertificationAudit
THECERTIFICATION PROCESS
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1Continual Improvement
Problem SolvingProblem Solving
TechniquesTechniques
" Cause & effect diagram
" Pareto analysis
" Flowcharting
" Brain storming
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How to effectively approach the project?
" Steering committee and task force
" Diagnosis of an existing system
" Execution plan
" Training
" Planning, Re- engineering,Documenting
"
Implementation" Audits and review
" Possible changes
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Identification andIdentification andcontrol ofcontrol of
processes, theirprocesses, theirsequence andsequence andinteraction is criticalinteraction is criticalfor effective qualityfor effective quality
managementmanagement
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IMPLEMENTING THE STANDARD
STEP 1
TOP MANAGEMENT COMMITMENT
"A basic requirement for any quality
initiative
"Direction,monitoring and motivational
aspects
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IMPLEMENTING THE STANDARD
STEP 2
FORMATION OF A STEERING
COMMITTEE
"To legitimise the issue
"Should include top/middle/junior
management personnel
"Regular review of progress
"
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IMPLEMENTING THE STANDARD
"STEP 3
"UNDERSTANDING THE STANDARD
"Attend training programmes
"Organise Awareness programmes for all
" Interpretation to the organisational practice
"Appointment of a external expert ifnecessary
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IMPLEMENTING THE STANDARD
" STEP 4
" REVIEW OF THE EXISTING SYSTEM
" Review of all current practices, written or
otherwise" Review for
1. Adequacy
2. Suitability3. Effectiveness
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IMPLEMENTING THE STANDARD
STEP 5
GAP ANALYSIS
Gap between the current
practices and ISO 9001
requirements
A checklist could be useful
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IMPLEMENTING THE STANDARD
"STEP 6
"TIME BOUND ACTION PLAN TO FILL
THE GAPS
"For documentation
"For compliance
"For suitability
"For adequacy
"For effectiveness
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"STEP 7
" INTERNAL AUDITS & MANAGEMENT
REVIEWS
"To evaluate adequacy of documentation
"To evaluate compliance
"To evaluate effectiveness
IMPLEMENTING THE STANDARD
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IMPLEMENTING THE STANDARD
"STEP 8
"PRE-ASSESMENT
"By an external agency usually the
certification body
" In good time before the certification audit
IMPLEMENTING THE STANDARD
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IMPLEMENTING THE STANDARD
"STEP 9
"CERTIFICATION AUDIT
"By the certification body
IMPLEMENTING THE STANDARD
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IMPLEMENTING THE STANDARD
"STEP 10
"CONTINUED COMPLIANCE
"By reviews
"By audits internal
"
By audits -- external
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Quality system is for the organisation,and not organisation for the system.
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Unnecessary changes should not beimposed.
Always consider:
company culture;
operatingphilosophy;
nature of business;
market environment.
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Flaws to avoid:System that is not tailored to suit the
organizations mode of operation
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Flaws to avoid:Insufficient training, communication &
awareness
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Certification ProcessCertification Process Contract Review
Initial Audit
Certification
Surveillance
Re-certification audit
CertificateISO 9001
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Scope of certificationScope of certification
"Standard
"Products covered
"Locations covered
"Elements of organisation covered
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AccreditationAccreditation
"To ensure uniform standard of certification
"To ensure recognition of certificates
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" BVCI GIVES THE NECCESARY
TRAINING
01 DAY AWARENESS
02 DAYS INTERNAL AUDITS
05 Days IRCA APPVD LEAD AUDITOR COURSES
" THE TRAINING CAN BE
OPENINHOUSE
YOUR SESSION NOW ..
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YOUR
QUESTIONS
PLEASE
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Thank You !Thank You !
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5CONCLUSION>