ISO 9000

SULABH SHARMA(08 PG 347)

DEBNARAYAN BANERJEE(08 PG 299)
PRINCY JAIN(08 PG 332)

Alliance Business School April 23, 2009

 What Is ISO 9000?
2

 Founded in 1946 in Geneva, Switzerland.

 ISO 9000 is an internationally recognised quality management system developed

by ISO (International Organisation for Standardisation).

 ISO standards provides the foundation on which you can build your quality
management and quality assurance systems, so you may ultimately achieve a high
level of success.

 ISO 9000 series is the only system accepted internationally.

 For those companies whose quality systems are on the low end of a TQM
continuum, ISO may be a starting place on the road to actually achieving a TQM
system.

Alliance Business School April 23, 2009

 What Is ISO 9000?
3

 Certification also has the advantage of putting the organization on a level field
with the competition worldwide.

 It is valid for a period of three years.

 Standard based on 8 quality management principles:

 Customer focus organisation
 Leadership
 Involvement of people
 Process approach
 System approach to management
 Continuous improvement
 Factual approach to decision making
 Mutually beneficial supplier relationship

Alliance Business School April 23, 2009

 Process approach model
Continual improvement of the
Quality management system

Management
responsibility

Customer Resource Measurement,

analysis and Customer
Requireme management
nts improvement Satisfaction

Product Product
realization

Alliance Business School April 23, 2009

 Who requires ISO 9000?
5

Credible suppliers
Major customers
Government agencies
Retailers

NO LONGER A FEATURE - INCREASINGLY AN

EXPECTATION

Alliance Business School April 23, 2009

 ISO 9000 series
6
STANDARD CONTENT APPLICATION
ISO 9000 Provides definition and concepts. All industries including software
Explains how to select other development
standards for a given business

ISO 9001 Quality assurance in design, Engineering and construction

development, production,
installation and servicing
ISO 9002 Quality assurance in production
and installation
ISO 9003 Quality assurance in test and
inspection
ISO 9004 Quality management and quality
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system elements
firms, manufacturers that design,
develop, install and service
products
Companies in the chemical
process industries that are not
involved in product design or
after sales service
Small shops, divisions within a
firm, equipment distributors that
inspect and test supplied products
All industries
April 23, 2009
 ISO 9001:2000 requirements
7

1. Scope
2. Normative reference
3. Terms and definitions
4. Quality management system
5. Management responsibility
6. Resource management
7. Product realisation
8. Measurement, analysis and improvement

Alliance Business School April 23, 2009

 Scope and Normative Reference
8

 Scope:
The specified requirements are generic and applicable to all
organizations, regardless of their type and size.

 Normative Reference:

‘ Supplier Organization Customer ’

Alliance Business School April 23, 2009

 Quality management system
9

 General requirements
 Identify QMS processes
 Sequence & interaction of processes

 Criteria & measures for effective operation

 Information to support processes

 Measure, monitor, analyse, action & improvement

 General documentation requirements

 Procedures

 Other documents

Alliance Business School April 23, 2009

 Management responsibility
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 Management commitment
• Administration
 Customer focus  Responsibility & authority
 Quality policy  Management representative
 Internal communication
 Planning
 Quality manual
 Quality objectives  Control of documents
 Quality planning  Control of quality records
 Permissible exclusions
 Resources • Management review
 Inputs (results)
 Continual
 Outputs (actions /resources)
improvement

Alliance Business School April 23, 2009

 Resource management
11

 Provision of resources
• Facilities
 Relating to QMS  Workspace & facilities
 Customer satisfaction  Equipment, hardware,
 Human resources software
 Competency • Work environment
 Training  Human & physical
 Effectiveness of training factors
 Contribution to quality
objectives
 Staff records

Alliance Business School April 23, 2009

 Product realisation
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 Planning of realisation
• Purchasing
processes  Control
 Customer related processes
 Information
 Design & development  Verification
 Planning
• Production & service operations
 Inputs  Control
 Outputs  Identification & traceability
 Review  Customer property

 Verification  Preservation
 Measuring & monitoring
 Validation
 Changes

Alliance Business School April 23, 2009

 Measurement, analysis
& improvement
13

 Planning
 Measurement & monitoring
 Customer satisfaction
 Internal audit

 Processes

 Product

 Control of nonconformity

 Analysis of data

Alliance Business School April 23, 2009

 Measurement, analysis
& improvement (continued)
14

 Improvement
 Preventive action
 Planning for continual Potential non-
improvement
conformance
 Corrective action  Preventive actions
Identifying non-conform.  Results of actions

Causes  Review

Solutions
Action
Results
Review

Alliance Business School April 23, 2009

 What Are The Benefits?
15

 Sound quality system

 Single systems audit
 Eligibility for tenders
 Evidence of compliance
 Recognition of standard achieved
 Opportunity to improve existing processes
 A process for continual improvement
 Greater customer loyalty
 Greater productivity and cost reduction

Alliance Business School April 23, 2009

 Implementing ISO 9000 Quality
Management System
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The 14 essential steps

 Step 1: Top management commitment
 Step 2: Establish implementation team
 Step 3. Start ISO 9000 awareness programs
 Step 4: Provide Training
 Step 5. Conduct initial status survey
 Step 6: Create a documented implementation plan
 Step 7. Develop quality management system documentation
 Step 8: Document control
 Step 9. Implementation

Alliance Business School April 23, 2009

 Implementing ISO 9000 Quality
Management System( contd..)
17

 Step 10. Internal quality audit

 Step 11. Management review
 Step 12. Pre-assessment audit
 Step 13. Certification and registration
 Step 14: Continual Improvement

Alliance Business School April 23, 2009

 ISO 9000 vs. BALDRIDGE AWARD
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ISO 9000 SERIES THE BALDRIDGE AWARD

 A basic standard, minimal

•Truly a TQM system, more
comprehensive in approach
requirement
•Addresses the Human
 Limited in scope
Resource dimension
 Designed to be inclusive, not •Very specific. The
exclusive guidelines spell out what is
expected in detailed
language

Alliance Business School April 23, 2009

 ISO 9000 Certification
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 WS insulators, Chennai was the first company from India to get

ISO 9000 certification followed by TVS group.

 There are 31000 ISO 9000 certified companies in India as on

January 2009.

Alliance Business School April 23, 2009