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 To serve a customer

 To produce product(s) needed by customer
 To serve the society at large

WHY AN ORGANIZATION EXISTS ?
• HARDWARE : Physical Items like
Machines, TVs, Motor Cars etc.
• PROCESSED MATERIALS :
Continuous Materials like Gases,
Films, Sheets etc.
• SOFTWARE : Computer Programmes
Audio / Video Recordings etc.
• SERVICES : Legal services, Training
Education, Hospitality Services etc.
TYPES OF PRODUCT
AN ORGANIZATION PROVIDES
Hardware
Processed Materials
Software
Services

Any Organization supplies products
which are a combination of the above
generic types of products
• CUSTOMERS
• EMPLOYEES
• SUPPLIERS
• OWNERS/ SHARE HOLDERS
• SOCIETY
• GOVERNMENT
INTERESTED PARTIES
OF AN ORGANIZATION
All the planned and systematic
activities within the Quality System
and demonstrated as needed to
provide adequate confidence that the
product will fulfill the quality
requirements.
QUALITY ASSURANCE
Organizational structure,
Procedures , Processes and
Resources needed to implement
Quality Management.
QUALITY SYSTEM
ISO:
INTERNATIONAL ORGANIZATION
FOR STANDARDISATION:
A worldwide federation of
National standards bodies from
107 countries

IEC: International Electrotechnical
Commission
- the other international standards body

Orientation and training
Preparation of documentation
 Implementation
 Audits and corrective actions
 Management review
 Certification
CERTIFICATION TO ISO 9001
1st LEVEL : QUALITY MANUAL
2nd LEVEL : QUALITY SYSTEM PROCEDURES
3rd LEVEL : WORK INSTRUCTIONS
4th LEVEL : FORMS & FORMATS
• Issued by Certification bodies
accredited with an accreditation
agency, like UKAS, RAB etc.
• Indian Accreditation Body: National
Quality Council of India
• Certification is Valid for 3 Years, with
Surveillance audit by Certification body
once in 6/ 9/ 12 months

ISO 9000 Certificate is :
Eight Quality Management Principles
• CUSTOMER FOCUS
• LEADERSHIP
• INVOLVEMENT OF PEOPLE
• PROCESS APPROACH
• SYSTEM APPROACH TO MANAGEMENT
• CONTINUAL IMPROVEMENT
• FACTUAL APPROACH TO DECISION MAKING
• MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIPS
Revision of ISO 9000 Series is based
on the Eight Management Principles




These Principles can be used by Management
as a guide for improved Performance
These are derived from collective experience
and of international experts

Quality
Ability of a set of inherent characteristics
of a product, system or process
to fulfill requirements of customers
and other interested parties.

(ISO 9000:2000)
Quality
“Customer Satisfaction”
The Totality of Features and Characteristics
of a Product and/or Service that lead to :-
Quality Assurance
Quality Evaluation

Checking to see that
what should be happening
is happening and it
is all effective.
Quality Management System

Policies and procedures
detailing how we do
the work.
Quality Control

Checks performed
as we do the work.
Auditing !
Quality Systems
METHODS OF WORKING THAT HELP US
TO ACHIEVE OUR OBJECTIVES IN AN
ENJOYABLE EFFICIENT AND
EFFECTIVE MANNER CONSISTENTLY &
RELIABLY
Quality Systems
CHECK
ACT DO
PLAN