Introduction to ISO 9000 Standards

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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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The ISO 9000 Family fameThe ISO 9000 Family fame• Most widely known and successful series Most widely known and successful series

of standardsof standards

• Gaining wider interest in new Gaining wider interest in new management of Public administrationsmanagement of Public administrations

• Represents an international consensus Represents an international consensus on good management practiceson good management practices

• Is a tried and tested framework of Is a tried and tested framework of managing your business process 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 it’s 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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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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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 direct and control an organization at the highest

level

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

Customer satisfaction – customer’s perception of the degree to which the requirements have been fulfilled

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ISO 9001:2000 0 – Introduction 1 – Scope 2 – Normative reference 3 – Terms and definitions 4 – Quality Management system 5 – Management responsibility 6 – Resource Management 7 – Product realization 8 – Measurement, analysis & improvement

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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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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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The Process Approach The “Plan-Do-Check-Act” cycle, also

known as the “Deming Cycle”

A dynamic cycle that is deployed to organization’s processes

Associated with the planning, implementation, control and continual improvement

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Process Approach (P-D-C-A)Note in Clause 0.2Plan: establish the objectives and processes

necessary to deliver results in accordance with customer requirements and the organization's policies;

Do: implement the processes;

Check: monitor and measure processes and product against policies, objectives and requirements for the product and report the results;

Act: take actions to continually improve process performance;

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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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Internal benefits include:-

Increased productivity Less scrap and rework Increased employee satisfaction Continual improvement Increased profits

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EXTERNAL/MARKETING BENEFITS INCLUDE:-

An internationally recognised QMS Increased opportunities in specific

markets Increased customer satisfaction

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What do others say?What do others say?

• Customer satisfaction Customer satisfaction 67%67%

• Quality of product/services Quality of product/services 57%57%• Improved productivity Improved productivity

60%60%• Retained customers Retained customers

51%51%• Improved bottom-line (Profit) Improved bottom-line (Profit)

48%48%• Greater market share Greater market share

37%37%

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