introduction to iso 9000 standards and management system concept (1)

8/2/2019 Introduction to Iso 9000 Standards and Management System Concept (1)

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Introduction to

ISO 9000 Standards


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2/24Introduction to ISO 9000 and the management system concept

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 isosmeaning 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 inGeneva, Switzerland

It develops international standards to foster

increased trade of products and services

By July 2005, ISO had published over 15,000standards


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The ISO 9000 Family fame Most widely known and successful series of

standards

Gaining wider interest in newmanagement of Public administrations

Represents an international consensus on

good management practices

Is a tried and tested framework ofmanaging 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 ofits size or whether public or private sector

As at December 2004 over 670,399companies had received certification from70,364 in 1994.


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The ISO 9000 FamilyFour 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 whodirect and control an organization at the highest level

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

Customer satisfactioncustomers perception of thedegree 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 qualitymanagement and correct use of terms

ISO 9001 to assess a QMS or specify genericrequirements for a QMS

ISO 9004 to improve the QMS

ISO 19011 to manage an internal and externalaudit 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 organizations 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 customerrequirements and the organization's policies;

Do: implement the processes;

Check: monitor and measure processes and productagainst 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 specificmarkets

Increased customer satisfaction


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What do others say?Customer satisfaction 67%

Quality of product/services 57%

Improved productivity 60%

Retained customers 51%

Improved bottom-line (Profit) 48%Greater market share 37%


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