quality initiatives iso 9001 2000[1]
DESCRIPTION
HI FRIENDSHERE IS THE TOPIC IN TOTAL QUALITY MANAGEMENTQUALITY INITIATIVES OF ISO 9001-2000TRANSCRIPT
For Internal Use 1
ISO 9001:2000ISO 9001:2000
An overviewAn overview
CMMC # 2CMMC # 2 June 29, 2002June 29, 2002
MumbaiMumbai
For Internal Use 2
Quality Initiatives - TCS MumbaiQuality Initiatives - TCS Mumbai
• TBEM
• S/w CMM (1.1)
• ISO 9001:2000
For Internal Use 3
TBEM,ISO and CMM
ResultsCustomer
FocusStrategicPlanning
Process Mgmt
PeopleLeader
shipInform’nMgmt.
ProcessDefn.
Process Measure
Process OptimiseCMM/SPICE
ISO9001 :1994
ISO 9001:2000
TBEM
For Internal Use 4
Past Approach
ISO 9001:1994
Documented QMS
Business Activity
For Internal Use 5
Shortcomings
ISO 9001:1994
Documented QMS
Business Activity
Business Goals
Business Results
? ?
? ?
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From QA to QM
• ISO 9001;1994 ISO9001:2000Specifications for Quality Quality Assurance management
systemsin design, development, - Requirementsproduction,installationand servicing
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The business process approach
Business goals
PDCA(I) QMS
business activity
business results
ISO 9001:2000
For Internal Use 8
Overview of ISO 9001:2000
• Released in December 2000
• Only one Standard - ISO 9001:2000
(9002, 9003 are now part of ISO 9001)
• Requirements of the Standard - ISO 9001:2000
• Guidelines for Process Improvement - ISO 9004:2000
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ISO 9001 and 9004:
• Designed to complement each other, but can be used independently
• ISO 9004:2000 recommended as a guide for organizations whose top management wishes to move beyond the requirements of ISO 9001:2000
Overview of ISO 9001:2000Overview of ISO 9001:2000
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Overview of ISO 9001:2000Overview of ISO 9001:2000
• New Approach -Process focus for quality management (the increased emphasis ISO now gives it, is new)
• New Emphasis - Customer satisfaction, Process improvement
• New Structure - 20 elements replaced with 8 Sections which include 5 key sections
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ISO 9001:2000-Underlying Concepts:
• Process Model
• Customer focused organization
• Continuous Improvement
• Management by Objectives (Goal setting &
measuring)
• Preventive Action
Alignment with TBEM
ISO 9001:2000 Standards
Overview of ISO Overview of ISO 9001:20009001:2000
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Overview of ISO 9001:2000Overview of ISO 9001:2000
Based on 8 Quality Management Principles:
1 -Customer Focus
2 - Leadership
3 - Involvement of people
4 - Process Approach
5 - Systems Approach to management
6 - Continuous Improvement
7 - Factual Approach to decision making
8 - Mutually beneficial supplier relationships
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Overview of ISO 9001:2000Overview of ISO 9001:2000
New Structure: Section 1 - Scope
Section 2 - Normative Reference
Section 3 - Terms and Definitions
Section 4 - Quality Management System
Section 5 - Management Responsibility
Section 6 - Resource Management
Section 7 - Product Realization
Section 8 - Measurement, Analysis and Improvement
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Overview of ISO 9001:2000Overview of ISO 9001:2000
Key Sections:
• Quality Management System (section 4)
• Management Responsibility (section 5)
• Resource Management (section 6)
• Product Realization (section 7)
• Measurement, Analysis and Improvement (section 8)
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5 Management Responsibility
5.1 Management Commitment (4.1.1)
5.2 Customer Focus (4.3.2)
5.3 Quality Policy (4.1.1)
5.4 Planning (4.1.1/4.2.3)
5.5 Responsibility, authority and communication (4.1.2.1/4.1.2.3)
5.6 Management Review (4.1.3)
Overview of ISO Overview of ISO 9001:20009001:2000
6 Resource Management
6.1 Provision of resources (4.1.2.2)6.2 Human resources (4.1.2.2/4.18)6.3 Infrastructure (4.9)6.4 Work environment (4.9)
8 Measurement, Analysis & Improvement
8.1General Requirements (4.10/4.20)8.2 Monitoring and measurement
(4.10/4.17/4.20)8.3 Control of nonconforming product
(4.13)8.4 Analysis of data (4.20)8.5 Improvement approach (4.1.3/4.14)
7 Product Realization
7.1 Planning of Product Realization (4.2.3/4.10.1)7.2 Customer-related processes (4.3/4.4.4)7.3 Design and development (4.4)7.4 Purchasing (4.6/4.10.2)7.5 Production and Service provision (4.7/4.8/4.9/4.15/4.19)7.6 Contol of monitoring and measuring devices (4.11)
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Process-based Quality Management System
CustomersCustomers
Continuous Improvement of the
Quality Management System
Customers
Requirements
Satisfaction
Product Output
Resource Management
Resource Management
ProductRealization
ProductRealization
Mgmt Responsibility
Mgmt Responsibility
Measurement, Analysis &
Improvement
Measurement, Analysis &
Improvement
Input
KeyValue adding activities
Information flow
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ISO 9001:2000 - New RequirementsISO 9001:2000 - New Requirements
Current 20 elements ( of ISO 9001:1994) plus :
• Requirement to measure and analyze customer satisfaction and/or dissatisfaction
• Requirement to measure and monitor processes to judge effectiveness and identify improvement
• Requirement to show evidence of continuous improvement of products and processes
(Contd….)
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ISO 9001:2000 - New ISO 9001:2000 - New RequirementsRequirements(..Contd.)
• Emphasis on responsibility of the “Senior Management” for:- determining objectives/goals throughout
the organization- planning - ensuring customer focus - providing resources- assessing customer feedback- measuring process performance
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Transition to ISO Transition to ISO 9001:20009001:2000(...contd)
Review and update TCS QMS:
• Evaluate the existing QMS structure
• Determine the gaps between the TCS QMS and requirements of ISO 9001:2000
• Incorporate/document the ISO 9001:2000 requirements
• Review the documents internally
• Conduct an Adequacy audit
TCS QMS
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Time frame allowed:
• To be compliant with the new standards - latest by December 2002
• Validity of the TCS ISO Certificate - upto January 2003
Transition to ISO 9001:2000 Transition to ISO 9001:2000 (...contd.)(...contd.) ISO 9001:2000 Standards
Mumbai Centre to be re-certified against
ISO 9001:2000 in December 2002
TCS ISO Certificate
Valid upto 13th January
2003
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TOTAL QUALITY MANAGEMENT ASSIGNMENT
TOPIC
QUALITY PRINCIPLES OF TATA CONSULTANCY SERVICESBRANCH MUMBAI
SUBMITTED TO: PROF. ILLIYARAJA MBA DEPT
SUBMITTED BY: ARUN KUMAR.G PGMB09006
SEC A
SUBMITTED ON: 10 0CT 2009
ENCLOSURE: MAGAZINE – INNOATION @TCS