TOTAL QUALITY MANAGEMENT: COURSE OUTLINE- FINAL PERIOD;

1. Quality System – ISO 9000 Standard 5. Standard Product Realization

2. Quality management System 6. Measurement, analysis and Improvement
3. Management Responsibility Certification 7. Benefits of Environmental Management (EMS)
4. Resource Management 8. Requirements of Environmental Management
System

TQM calls for continuous improvement, which may happen due to changes in the way the employees perform
their duties, the operation of the machinery, innovative changes to the methods, etc.

I. ISO 9000 STANDARDS virtually force the organization to evolve a system for managing quality in the
organization
ISO 9000 calls for removing the gaps in understanding between the CEO and the junior employees about the
policy and objectives of the organization.

ISO – International Organization for Standardization, head-quartered in Geneva.

ISO 9000: 2000 Standard defines management system as; “Set of interrelated and interacting elements to
establish policy and objectives and to achieve those objectives.

II. QUALITY MANAGEMENT SYSTEM (QMS) – is the foundation for the organization and the other four clauses
provide the structure for building and improving the quality in the organization, as well as delivering products
and services and delighting the customers.

Four Clauses provide the structure:

1. Management responsibility 3. Product Realization
2. Resource Management 4. Measurement, analysis and improvement

The Requirements of a quality management system are summarized below:

1. Develop a QMS for the organization
 Identify processes needed for QMS
 Describe the QMS processes
2. Implement the QMS
3. Improve the QMS
 Monitor and improve process performance

Quality Manual – is an apex document for quality management system. It should contain the following:
1. Scope of the quality management system
2. Documented procedures established for a quality management system or reference to them
3. Description of the interaction between the processes of a quality management system

Record – is a special type of document.

Requirements of Control of Records:

1. Maintain quality system records
2. Use the records collected to prove that requirements have been met
3. Develop a procedure to control records
4. Ensure that the records are useable
III. MANAGEMENT RESPONSIBILITY
The management should ensure that the responsibilities are defined and communicated to every
employee. It should also be communicated within the organization. Quality manual may contain
organization structure at the top level.
ISO 9000 will be successful only when the management is committed to a quality management system
meeting the standards.
ISO 9001 standard also gives the responsibility for ensuring the customer requirements are determined
and met with the aim of enhancing customer satisfaction.

MANAGEMENT REPRESENTATIVE – each organization should have a management representative for the
quality management system. His responsibilities are:
1. Ensuring that the processes needed for the quality management system are stablished, implemented
and maintained.
2. Reporting to the top management on the performance of the quality management system and any
need for improvement.
3. Ensuring the promotion of awareness of customer requirements throughout the organization
4. Liaison with external parties on matters relating to the quality management system.

MANAGEMENT REVIEW BOARD (MRB) – has to be step up in every organization. The MRB can be the quality
council itself. The top management should review the quality management system at planned interval for its
improvement.

IV. RESOURCE MANAGEMENT – it is the responsibility of the management to provide adequate resources –
human resources, infrastructure and work environment.

Human Resources: The following are the pre-requisites for employees whose work will affect the quality of
the product or services:
 Education
 Training
 Skill
 Experience
 Ensure that the personnel have the right
 Experience
 Education
 Training
 Skills

Infrastructure consists of the following

Building, workspace and associated utilities
Process equipment (both hardware and software)
Supporting services (such as transport or communication)

Work Environment – should be conducive for achieving the goals of the organization, should facilitate making
products, which meet the requirements of the customer.

V. PRODUCT REALIZATION – the organization should plan and develop the processes needed for product
realization. The following are to be determined by the organization:
 1. Quality objectives and requirements for the product.
2. They need to establish processes, documents and provide resources specific to the product
3. Required verification, validation, monitoring, inspection and test activities specific to the product and
the criteria for product acceptance
4. Records needed to provide evidence that the realization processes and resulting product meet the
requirements.

Customer communications:
1. Product Information
2. Enquiries, contracts or order handling, including amendments
3. Customer feedback, including customer complaints

VI. MEASUREMENT, ANALYSIS AND IMPROVEMENT

Based on the measurement, the organization has to analyze the current status. Thereafter, it should
initiate and accomplish improvement in the product, processes and systems.
The requirements of measurement, analysis and improvement are summarized below:
 Plan how remedial processes such as monitoring measurement, analysis and improvement will
be used to:
1. Assure conformity
2. Improve the system
3. To continually improve the effectiveness of QMS

INTERNAL AUDIT – the purpose of this sub-clause is to carry out periodic internal quality audits to confirm
that the system:
 Operates as planned
 Conforms to the requirement of ISO 9001
 Conforms to the quality policy of the top management of the organization

Quality Policy – should include commitment to comply with the requirements of ISO 9001 and continually
improve the effectiveness of quality management system. Quality policy shall provide a framework for
establishing and reviewing quality objectives.

Control of Non-Conforming Product – the purpose of this requirement is to ensure that products (which
includes sub-assemblies, parts and materials), which do not conform to the requirements, are identified and
controlled to prevent unintended use or delivery.
Corrective action results form a failure
The non-conformities should be identified and corrected

The requirements of clause corrective action are summarized below:

 Review non-conformities
 Find out the causes of non-conformities
 Evaluate whether corrective action is needed
 Develop corrective actions to prevent recurrence
 Take corrective actions when they are necessary
 Record the results of corrective actions taken
 Examine the effectiveness of corrective actions taken
Preventive actions – are taken to prevent failures. Therefore, the potential causes of non-conformities should
be identified are prevented.
The requirements of clause preventive action are summarized below:
 Detect potential non-conformities
 Identify the causes of potential non-conformities
 Study the effects of potential non-conformities
 Evaluate whether preventive actions are needed
 Develop preventive actions to eliminate causes
 Take preventive actions when they are necessary
 Record the results of preventive actions taken
 Examine the effectiveness of preventive actions taken

ISO 14000 – is a series of international standards for the development of an environmental management
system and the supporting audit program.
ISO 14001 – is the cornerstone standard of the ISO 14000 series. If specifies a framework of control for an EMS
against which an organization can be certified by a third party.

VII. BENEFITS OF ENVIRONEMENTAL MANAGEMENT SYSTEM (EMS) CERTIFICATION

1. Awareness in the organization about waste reduction.
2. Compliance with legislation
3. Enhancement of environmental awareness within the organization.
4. Cost savings due to reduction in usage of resources
5. EMS certification is an effective sales tool.
6. Competitive advantage – business won from non-ISO 14001 competitors
7. A demonstration to stakeholders of environmental commitment of the organization.
8. Environmental awards.

VIII. REQUIREMENTS OF ENVIRONMENTAL MANAGEMENT SYSTEM (EMS)

1. Planning, including environmental aspects and establishing goals.
2. Implementing, including training and operation control.
3. Checking, including monitoring and corrective action.
4. Reviewing, including progress reviews and acting to make needed changes to the EMS.
EMNAS