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QUALITY EDUCATION: Customer Satisfaction Whole Organizatio n Involvemen Quality t
ORGANIZATION WITH LOUSY MANAGEMENT
Quality Product Quality Personnel Quality
A Proven Successful Quality Assurance System ISO 9000 5 .
ISO 9002 Certification 6 .
A BRIEF INTRODUCTION TO ISO 9000 7 .
QUALITY MANAGEMENT PRINCIPLES 1. 3. Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships 8 . 2. 4. 6. 7. 5. 8.
ISO 9000 is about QUALITY Quality is: defined by customer needs defined in terms of fitness for purpose achieved through continuous improvement managed through prevention not detection ‘getting it right at the first time’ measurable 9 .
ISO stands for I nternational O rganization for S tandardization 10 .
Self-manageable P-D-C-A Plan what you do Do what you planned & record what you did Check the results Act on the difference 11 .
ISO 9000 REQUIRES : PLAN. CHECK & ACT with CONSISTENCY : CUSTOMER SATISFACTION MANAGEMENT SUPPORTS RESOURCES MANAGEMENT PROCESS MANAGEMENT RESULTS ANALYSIS CONTINUOUS IMPROVEMENT 12 . DO.
THE CONTINUOUS IMPROVEMENT MECHANISM UNSATISFACTORY OUTCOME 13 .
THE CONTINUOUS IMPROVEMENT MECHANISM UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM 14 .
THE CONTINUOUS IMPROVEMENT MECHANISM UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION 15 .
THE CONTINUOUS IMPROVEMENT MECHANISM UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION 16 .
THE CONTINUOUS IMPROVEMENT MECHANISM UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION 17 .
THE CONTINUOUS IMPROVEMENT MECHANISM UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION REVIEW 18 .
THE CONTINUOUS IMPROVEMENT MECHANISM UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION REVIEW 19 .
THE CONTINUOUS IMPROVEMENT MECHANISM UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION REVIEW 20 .
THE CONTINUOUS IMPROVEMENT MECHANISM UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION REVIEW 21 21 .
Quality Plan Quality Manual Q Procedures Working Instruction Reference Document 22 .
5 Document & Data Control 4.2 Quality System 4.ISO 9000 .6 Purchasing 23 .4 Design Control 4.3 Contract Review 4.20 Elements 4.1 Management Responsibility 4.
Measuring and Test Equipment.20 Elements 4.10 Inspection and Test Status 4.11 Control of Inspection.7 Control of Customer Supplied Product 4.8 Product Identification and Traceability 4.9 Process Control 4.ISO 9000 . 24 .
16 Control of Quality Records 25 4.20 Elements 4.14 Corrective & Preventive Action 4.17 Quality Audits .15 Handling .12 Inspection and Test Status 4. Storage.ISO 9000 . Preservation and Delivery 4.13 Control of Nonconforming Product 4. Packaging.
20 Statistical Techniques 26 26 .20 Elements 4.18 Training 4.ISO 9000 .19 Servicing 4.
Stages Setting up Steering Committee Design of Management System Training all Staff Setting up documentation system Implementation Monitoring & Evaluation 27 27 .
Stages Internal Audit & Pre-assessment audit Audit of the system Visit Certification Registration Maintenance Internal Q Audit Surveillance 28 28 .
Self-manageable Plan what you do Do what you planned Record what you did Check the results Act on the difference 29 .
Standardized Clearly listed requirements / guidelines World-wide acceptance 30 .
Systematic Inter-relationship Comprehensive Team of elements work 31 .
Customer-oriented Needs defined by customer Stress on customer satisfaction Enhancement of quality culture 32 .
Objectively assessed Internal audit (Self-assessment) Audit by 3rd party The management system governs 33 .
Clearly Documented Data and record control Document process 34 .
Human resources planning and control in ISO 9001 QMS 35 .
5.1 Management commitment Top management shall provide evidence of its commitment to the development and improvement of the quality management system by: d) Ensuring the availability of necessary resources 36 .
2 Responsibility and authority Functions and their interrelations within the organization.5. 37 . including responsibilities and authorities.5. shall be defined and communicated in order to facilitate effective quality management.
38 .4 Internal communication The organization shall ensure communication between its various levels and functions regarding the processes of the quality management system and their effectiveness.5.5.
and b) To address customer satisfaction.1 Provision of resources The organization shall determine and provide. the resources needed a) To implement and improve the processes of the quality management system. in a timely manner.6. 39 .
6.2.1 Assignment of personnel Personnel who are assigned responsibilities defined in the quality management system shall be competent on the basis of applicable education. skills and experience. training. 40 .
2 Training. c) Evaluate the effectiveness of the training provided. awareness and competency The organization shall: a) Identify competency needs for personnel performing activities affecting quality. 41 .6. b) Provide training to satisfy these needs.2.
2 Training.6. 42 . e) Maintain appropriate records of education. experience. awareness and competency d) Ensure that its employees are aware of he relevance and importance of their activities and how they contribute to the achievement of the quality objective. training and qualifications.2.
1 Purchasing control The organization shall control its purchasing processes to ensure purchased product conforms to requirements.4.7. The type and extent of control shall be dependent upon the effect of subsequent realization processes and their output. 43 .
1 Purchasing control The organization shall evaluate and select suppliers based on their ability to supply product in accordance with the organization’s requirements.4. The result of evaluations and follow-up actions shall be recorded 44 . Criteria for selection on periodic evaluation shall be defined.7.
including where appropriate: .4.7.2 Purchasing information Purchasing documents shall contain information describing the product to be purchased.personnel 45 .
THANKS! 46 .
Any Questions ? ? ? ? ? ? 47 .
THE END 48 .
Thank you very much for your patience !! :) 49 .