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Q U A L I T Y M A N A G E M E N T S Y S T E M S

ISO 9001
A quick guide to
Quality Management
CONTENTS
WHAT IS ISO 9001?
WHY USE ISO 9001?
HOW DOES THE STANDARD WORK?
MANAGEMENT RESPONSIBILITY
RESOURCE MANAGEMENT
PRODUCT REALISATION
MEASUREMENT, ANALYSIS AND IMPROVEMENT
DOCUMENTATION
A FAMILY OF STANDARDS
TIPS FOR IMPLEMENTATION
HOW BSI CAN HELP

WHAT IS ISO 9001?

ISO 9001 is the internationally recognised


standard for management of a businesss
systems.

The standard provides a framework for


managing and improving an organisations
quality system using a process approach.
WHY USE ISO 9001?

Amongst the many benefits which The Quality Management System


can be gained, ISO 9001 helps section provides the structure for
organisations to improve customer the system and the processes within
satisfaction levels, internal efficiency the system.
and employee involvement.

Well take a look at the core elements:


quality management system,
management responsibility, resource
management, product realisation,
measurement, analysis and
improvement over the next few THIS BOOKLET HAS BEEN
pages.
PRODUCED AS AN INTRODUCTION

TO ISO 9001
ISO 9000 MODEL

ISO 9001 MODEL

CONTINUAL IMPROVEMENT
OF THE QUALITY MANAGEMENT SYSTEM

MANAGEMENT
RESPONSIBILITY

CUSTOMERS

RESOURCE MEASUREMENT,
CUSTOMERS MANAGEMENT ANALYSIS AND SATISFACTION
IMPROVEMENT

INPUT OUTPUT
REQUIREMENTS PRODUCT PRODUCT
REALIZATION

Quality Management System Model reproduced with permission from ISO

HOW DOES THE STANDARD WORK?

The best way to describe the standard On both sides, customers will
is by viewing the process model above. influence the nature and operation
of the organisations system.
The picture describes the five core
elements of the standard. We will Inside the circle we have a top-level
take a look at each one in turn. process which can be applied to any
organisation.
At either side of the circle we have
customers. On the left, customers As the system operates, the
asking for our products/services. On effectiveness is measured and
the right, customers receiving our reviewed, leading to continual
products/services. improvement.
MANAGEMENT RESPONSIBILITY

This section of the standard provides the top


management of the business with a
powerful planning tool. The starting point is
for the management to show commitment
to the successful operation of the system
through involvement.

A framework is provided for managers


through the following process:

1. Customer Focus. Find out what the


customers current and future needs and
expectations are at a strategic level.
How you do this is up to you.

2. Quality Policy. Use the information


gathered from the customer to establish a
policy that is relevant to the purpose of
the organisation.

3. Objectives. Establish measurable


objectives for the organisation to help
you achieve the aims of the policy.
IF YOURE THINKING ABOUT
4. Plan the system. Allocate responsibilities
IMPLEMENTING ISO 9001, OR
and establish effective internal
SETTING UP A MANAGEMENT
communication processes.
SYSTEM, YOULL NEED
5. Review the operation of the system at
ANSWERS TO SOME VERY
regular intervals. Improve it where
necessary. Ensure appropriate resources IMPORTANT QUESTIONS

are provided.
MANAGEMENT PRINCIPLES

RESOURCE MANAGEMENT

The Resource Management People


section of the standard ensures Determine the competencies/skills needed
that you review and provide the within the organisation.
resources needed to implement Then look at the people you have and
and improve the system. identify gaps in existing competencies.

Resources are looked at in three Fill those gaps by providing training,


ways: people, infrastructure and coaching or encourage self-learning.
work environment. Then go on to see how effective the actions
taken have been in helping you achieve the
necessary competence for the business.

Through this technique you always know


whether the training you provide is actually
adding value to the organisation and
contributing to results.

Infrastructure

This involves the facilities and equipment


you need to perform effectively. Start by
determining and providing what is needed.

Review this regularly.

Work Environment

Here you look at the conditions under which


work is performed and ensure that this is
appropriate for meeting the customers
requirements. Again, review this regularly.
PRODUCT REALISATION

Now you have the commitment and


direction from management and the
necessary resources to do the job, the
standard goes on to give you a framework
for managing the work you do.

THE STANDARD
WILL GIVE YOU A

FRAMEWORK FOR

MANAGING THE

WORK YOU DO

Start with planning. Plan the journey from the


point where the customer asks for something, right
through to delivery (and beyond if necessary).

Product realisation then goes on to ensure you


have sound systems in place to control:

Sales processes

Design and development

Purchasing

Production/service activities

Monitoring and measuring equipment.

Dont worry if some of the topics here do not


relate to you. Remember the standard is designed
to be used by all types of organisations. You simply
concentrate on the areas relevant to you.
QUALITY MANAGEMENT

MEASUREMENT, ANALYSIS AND IMPROVEMENT

Now when you deliver to the 1. Customer Satisfaction. This really involves the
customer, dont stop there. monitoring of customer perception. It does not
Go on to find out whether mean that you have to send questionnaires to
the customer is satisfied. Take your customers. There are many different ways
other measurements of the of monitoring perception. You can use methods
systems performance, analyse relevant to your business.
these and identify the areas 2. Internal Audit. Conduct assessments of your
for improvement. system to make sure that things are going to plan.

Again, the standard provides 3. Monitoring and Measurement of Processes.

you with a sound framework Processes drive the system and it is important that

for achieving this using tried they are operating effectively and efficiently.

and tested techniques. 4. Monitoring and Measurement of Product.


During the making of the product or delivery
of the service, monitoring and measurement
should be carried out to ensure that you are
meeting the customers requirements.

5. Control of Non-conforming Product. If


something goes wrong, procedures should be
in place to ensure the problem is controlled
and dealt with appropriately.

6. Analysis of Data. Stages 1-5 of the standard


provide us with data. Here you systematically
review the data to seek improvement.

7. Continual Improvement. Implement and control


the improvement.
DOCUMENTATION A FAMILY OF STANDARDS

The nature and complexity of the ISO 9001 is one member of a family
documentation needed will depend of standards. The complete family
upon the nature and complexity of consists of:
your organisation.
ISO 9000
Although ISO 9001 does require a
Fundamentals and Vocabulary
documented quality manual and
Introduces the user to the concepts
some procedures, essentially the
behind the management systems
amount of documentation you have is
and specifies the terminology.
up to you.

ISO 9001
Requirements
This sets the criteria you will need to
meet if you wish to operate in
accordance with the standard.

ISO 9004
Guidelines for
Performance Improvement
This is designed to take you beyond
ISO 9001 and takes into account the
needs of not only customers, but all
interested parties.

It is important that you refer to all


three documents when developing
your system.
TIPS FOR IMPLEMENTATION

1. Top management commitment is vital 8. Dont ignore the impact that


if the system is to be introduced introducing these systems will have on
successfully. your customers and suppliers. Speak
to them to gain insight as to how
2. Look at what system you have in place
they view your service and how they
at the moment. ISO 9001 will allow
feel improvements could be made.
you to keep the principles that work
for you while refining those that dont. 9. Clearly lay out a well communicated
plan of activities and timescales. Make
3. Top management should determine
sure everybody understands them and
the key processes of the
their role in achieving them.
organisation.
10. Make it fun. Competitions for the
4. Ensure there are good internal
first completed process that can be
communication channels and processes
seen working etc. will provide
within the organisation. Staff need to
increased motivation.
be kept informed of whats going on.
Celebrate success.
5. Involve all your staff in the processes
that your organisation uses.

6. Give some thought to departmental For further information, please contact BSI
interaction. Its important that the people on +44 (0)20 8996 7720, alternatively visit
within your organisation dont work in our website
isolation but work as a team for the www.bsi-emea.com/qms
benefit of the customers and the
organisation.

7. As the new standard is now


management orientated, the processes
should be looked at as good
management practice. If your
organisation is well managed, the
quality should be automatically
achieved.
HOW BSI CAN HELP

TRAINING

BSI Training offer a complete range of


training courses for QMS and related
areas, including introduction,
understanding, implementing and
auditor courses. For more information
on BSI Training courses, please visit:
www.bsi-training.com

REGISTRATION

For further information on ISO 9001


registration and how we can guide
you through the process, please see
our main product brochure which is
available at: www.bsi-emea.com/qms

For all enquiries relating to ISO 9001,


please contact +44 (0)20 8996 7720

NOW WHEN YOU DELIVER

TO THE CUSTOMER, DONT

STOP THERE
Q u a l i t y M a n a g e m e n t S y s t e m s

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BSI

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TEL: +44 (0)20 8996 7720


Management
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