You are on page 1of 26

ISO 9000

ISO 9000: 2000

Created by International Organization for Standardization (ISO) ISO 9000 is an internationally recognised quality management system. ISO which was created in 1946 Geneva, Switzerland to standardize quality requirement within the European market.

ISO is a non-governmental organization.


2

Prefix ISO in the name refers to the scientific term iso for equal. Thus, certified organizations are assured to have quality equal to their peers.
Standards are recognized by countries including Japan and USA. 100

ISO standards provides the foundation on which an organization can build their quality management and quality assurance systems, ultimately in order achieve a high level of success.
3

ISO 9000 is generic standards.

* * *

Generic means that the same standards can be applied: to any organization, large or small, whatever its product or service, in any sector of activity, and whether it is a business enterprise, a public administration, or a government department. ISO Certification also has the advantage of putting the organization on a level field with 4 the competition worldwide.

ISO 9001 is for quality management.


Quality management means what the organization does to ensure that its products or services satisfy the customer's quality requirements and comply with any regulations applicable to those products or services.

Quality management also means what the organization does to enhance customer satisfaction, and achieve continual improvement of its 6 performance.

THE PURPOSE OF THESE STANDARDS

The purpose of ISO 9000 is to provide the fundamental principles of quality management systems and an explanation of the terminology used in the family of standards. The purpose of ISO 9001 is to provide requirements which if met will enable organizations to demonstrate they have the capability to consistently provide product 7 that

meets customer and applicable regulatory requirements.

ISO 9001states that the standard can be used to assess the organizations ability to meet customer, regulatory and the organizations own requirements. The purpose of ISO 9004 is to provide guidance for improving the efficiency, effectiveness and overall performance of 8 an organization.

ISO 9000 family of standards


The three standards in the family are ISO 9000 Quality management systems Fundamentals and vocabulary ISO 9001 Quality management systems Requirements ISO 9004 Quality management systems Guidelines for performance improvements

ISO 9000: 2000


Created to meet five objectives:
1. Achieve,

maintain, and seek to continuously improve product quality in relation to the requirements.

2. Improve

the quality of operations to continually meet customers and stakeholders needs.


10

3.

Provide confidence to internal management that quality requirements are being met. Provide confidence to the customers that quality requirements are being met.
Provide confidence that quality system requirements are fulfilled. ISO 9000 is valid for a period of three years.
11

4.

5.

8 QUALITY MANAGEMENT PRINCIPLES:


ISO 9001 based on customer focus to understand their current and future needs and go beyond their expectations leadership leaders establish the organizations purpose and orientations and determine the concrete objectives involvement of people people are the essence of an organization, a total involvement is necessary
12

process approach allows a systematic definition of activities to obtain a desired result system approach to management understanding relations between different processes to achieve the set objectives continual improvement the permanent objective of an organizations performance factual approach to decision making decisions are based on analysis of data and verified information mutually beneficial supplier relationships joining assets and resources with partners to create value

13

QUALITY MANAGEMENT PRINCIPLE

14

Applicability of ISO 9000


Manufacturing Services Wholesale trade Transportation Construction Other

73% 13% 8% 4% 1% 1%

ISO and the Service Sector


Hospitality services Communications Healthcare services Utilities Financial Administration Purchasing

Maintenance Trade Professional Technical Scientific

ISO 9001:2000

ISO 9001:1994 Manufacturing with Design & Development ISO 9002:1994 Production and Installation (No Design) ISO 9003:1994 Final inspection and test These three standards were merged to a single standards as ISO 9001:2000

ISO 9000 REQUIRES :


PLAN, DO, CHECK & ACT with CONSISTENCY :

CUSTOMER SATISFACTION MANAGEMENT SUPPORTS RESOURCES MANAGEMENT PROCESS MANAGEMENT RESULTS ANALYSIS CONTINUOUS IMPROVEMENT
18

The ISO 9000:2000 requirements

EXPECTED QUALITY by the Customer Measurement of the Clients satisfaction

PLANNED QUALITY by the Company Measurement of the Performance of the Company

PERCEIVED QUALITY by the Customer

PRODUCED QUALITY by the Company

19

Process model of the ISO 9000 family of standards

The following diagram depicts the relationships of the standards in the ISO 9000 family and where they may be applied when implementing your quality management system.

20

PROCESS APROACH MODEL

21

Implementing ISO 9000 The 14 essential steps


1.Top management commitment 8.Document control 9.Implementation

2.Establish implementation team

7.Develop quality management system documentation

10.Internal quality audit

3.Start ISO 9000 awareness programs

6.Create a documented implementation plan

11. Management review

14: Continual Improvement

4.Provide Training

5.Conduct initial status survey

12. Pre-assessment audit

13. Certification and registration

22

WHO REQUIRES ISO 9000?


Credible suppliers Government agencies Retailers Major customers

ISO NO LONGER A FEATURE, INCREASINGLY AN EXPECTATION


23

What Are The Benefits?

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
24

operate efficiently achieve customer satisfaction improve financial results Satisfy all the stakeholders To secure sustainability Increased productivity Less scrap and rework Continual improvement Increased profits An internationally recognised QMS Increased opportunities in specific markets Increased employee satisfaction
25

ISO 9000 series


STANDARD CONTENT APPLICATION

26

ISO 9000

Provides definition and concepts. Explains how to select other standards for a given business Quality assurance in design, development, production, installation and servicing

All industries including software development

ISO 9001

Engineering and construction firms, manufacturers that design, develop, install and service products

ISO 9002

Quality assurance in production and Companies in the chemical process installation industries that are not involved in product design or after sales service Quality assurance in test and inspection Quality management and quality system elements Small shops, divisions within a firm, equipment distributors that inspect and test supplied products All industries

ISO 9003

ISO 9004