Quality Management

Systems
Chapter 10
 Introduction
ISO- International Organization for
Standardization
Founded in 1946, in Geneva, Switzerland
Main function is to promote the
development of standardization of goods
and services, to better accommodate a
world wide market.
ANSI- American National Standards Institute
ANSI represents U.S. in the ISO
 ISO Registration
Companies can become registered as
an ISO company
This involves the registrar giving an
assessment of the operations a
company, and then making periodic
surveillance audits
Primary Reason: To give your customer
the comfort of knowing that you have a
quality plan in place, and it is being
monitored by an objective third party
Internal Reasons for Becoming
ISO Registered
100 Italian manufacturing firms were
surveyed to find out what improved
after certification.
Internal quality: less scrap, rework,
nonconformities
Production reliability: less breakdowns, less
time with emergencies, downtime
Time performance: time to market, punctual
deliveries
Externally: less nonconformities
 Negatives
Prevention and appraisal costs increased

Only one negative shown in 100

surveys.
Positives outweigh negatives
Takes time to implement, but worth it in
the long run
 ISO 9000
The ISO 9000 series of standards is generic
It is designed to adapt to fit any industry
type
Three standards of the 9000 series:

ISO 9000:2000- Fundamentals and vocabulary

ISO 9001:2000- Requirements
ISO 9004:2000- Guidelines for performance
improvements
 Sector-specific Standards
Some industries require special set of
ISO rules; not operated the same as
most
Three other quality systems:

AS9100-
ISO/TS 16949
TL9000
 AS9100
This standard is specifically for the
aerospace industry
Attempt at unifying the requirements
of NASA, DOD, and FAA
At the same time satisfying the
industrys needs
 ISO/TS 16949
Standard specifically for automotive
suppliers
Merges supplier quality requirements of U.S.
with German, French, and Italian
automakers
Goal- provide continuous improvement,
defect prevention, reduce variation and
waste
Is assumed that this standard will show 85%
improvement rate in first 5 years
 TL9000
Telecommunications Industry
Consolidate various quality systems
requirements
Defines design, development,
production, delivery, installation and
maintenance of telecommunications
Customers receive benefits ,
worldwide competition, benchmarks,
improvement initiatives
 TL 9000 continued-
This standard focused on:

Hardware Specific Requirements and

Measures
Software Specific Requirements and
Measures
Services Specific Requirements and
Measures
 ISO 9001 REQUIREMENTS
The standard has 8 clauses

1) Scope
2) Normative Reference
3) Terms and Definitions
4) Quality Management Systems
5) Management Responsibility
6) Resource Management
7) Product Realization
8) Measurement Analysis and Improvement
1. Scope

To provide a product that meets

a) Customer Requirement

b) Regulatory Requirements

c) Customers Satisfaction
2. Normative Reference:
Fundamentals and vocabulary
3. Terms and Definitions:
Supplier Organization Customers
4. Quality Management System:
a) General Requirements
b) Documentation
* General Documentation
* Quality Manual
* Control of Documents
* Control of Records
5) Management Responsibility:
a) Management commitment
b) Customer Focus
c) Quality policy
d)Planning
* Quality Objectives
* Quality Management System
Planning
e) Responsibility, Authority, And
Communication
* Responsibility and Authority
* Management Representative
* Internal Communication
f) Management Review
* General Management
* Review Input
* Review Output
6) Resource Management :

a) Provision of Resources
b) Human Resources
* General
* Competence, Awareness and Training
c) Infrastructure
d) Work Environment
7) Product Realization
a) Planning of product Realization
b) Customer Related Processes
* Determination Of Requirement Related to
the Product
* Review Of Requirement Related to the
Product
*Customer Communication
c) Design And Development
* Design And Development Planning
* Design And Development Inputs
* Design And Development Outputs
* Design And Development Review
* Design And Development Verification
* Design And Development Validation
* Control of Design And Development
Changes
d) Purchasing
* Purchasing Process
* Purchasing Information
* Verification Of Purchased Product
e)Production And service Provision
* Control Of Production And service
Provision
* Validation Of Processes For
Production And service Provision
*Identification And Traceability
* Customer Property
* Preservation of Product
f) Control Of Monitoring And Measuring Devices
8) Measurement , Analysis, And
Improvement
a) General
b) Monitoring And Measurement
* Customer Satisfaction
* Internal Audit
* Monitoring And Measurement Of Processes
* Monitoring And Measurement of Product
and Service
c) Control Of Nonconforming Product
d) Analysis Of Data
e) Improvement
* continual improvement
* corrective Action
* preventive Action
 IMPLEMENTATION

1) Top Management Commitment

2) Appoint the Management Representative
3) Awareness
4) Appoint an Implementation Team
5) Training
6) Time Schedule
7) Select Element Owners
8) Review the Present System
9) Write the Documents
10) Install the New System
11) Internal Audit
12) Management Review
13) Preassessment
14) Registration
 DOCUMENTATION

States Policy and Objectives for each of

policy the pertinent ISO elements

procedures Departmental Procedures & responsibilities

Work instructions Forms, Work Instructions &

or Equipment Instructions
practices
Records or proof Business supporting documents
POLICY:

This is a document that defines what will be done

and why.

A quality policy manual should be written so it is

clear, precise, practical, and easy to understand.
PROCEDURE:

The procedures define

1) who should perform specific tasks
2) when the task should be done
3) Where documentation will be made
showing that the task was performed.
WORK INSTRUCTIONS:

Work instructions are usually department, machine,

task, or product oriented and spell out how a job will
be done.

The writing of a work instruction is best carried out

by the employee who performs the task.
RECORDS:

Records are a way of documenting that the polices,

procedures, and work instructions have been
followed.

Records provide data for corrective action and a way

of recalling products.
DOCUMENT DEVELOPMENT:

To begin creating the documentation system, the

implementation team should gather all the existing
policies, procedures, work instructions, and forms
that are presently in use.

When the documents have been completed, they

should be formatted in a manner that will allow for
simple and effective document control.
 WRITING THE DOCUMENTS

When writing the document it should be simple

rather than complex.

Use flow chart and check sheets where ever possible

wherever possible rather than lengthy verbiage.
 INTERNAL AUDITS
Objectives:
1) Determine that actual performance conforms to
the documented QMS.
2) Initiate corrective action activities in response
deficiencies.
3) Follow up on noncompliance items from previous
audits.
4) Provide continued improvement in the system
through feedback to management.
5) Cause the auditee to think about the process,
thereby encouraging possible improvement.
AUDITOR:

A qualified individual who have

received training in auditing
principles and procedures should
perform audits.
TECHNIQUES:

During the audit the auditor should employee three

methods:

1) Examination of documents
2) Observation of activates
3) Interviews
Examination of Documents:
The auditor should examine the documents in a
systematic manner
1) Documents are identified with a title, revision
date, and responsible owner.
2) Documents are readily available to users
3) A master list by departments or function for
procedures, work instructions, and records is
appropriately located.
4) There are no obsolete documents at workstations.
5) Changes follow a prescribed procedure.
Observation Activity:
It requires an aptitude for details.

Interviews:
1) Place the auditee in a nonthreathing environment
2) Encourage employees to talk about the process.
3) Focus on the system not on the auditee.
4) Discuss the major issues informally with the
auditee first.
5) Use the appropriate type of questions.
PROCEDURE:

Before the audit takes place an audit plan and check

list should be prepared.

The audit itself has three parts

1) The preaudit meeting
2) The audit
3) A closing meeting
 REGISTRATION

It is the assessment and audit of a quality system by a

third party, known as a registrar.

Two parts:
1) Selecting a registrar.
2) The registration process.
SELECTING A REGISTRAR

Qualifications And Experience

Certificate Recognition
The Registration Process
Time And Cost Constraints
Auditor Qualifications
REGISTRATION PROCESS

The process has six basic steps:

1) Application for registration.
2) Document review.
3) Preassessment
4) Assessment
5) Registration
6) Follow-up surveillance
 CLOSING COMMENTS

The standards are written for contractual compliance

to the standard.

Before entering into a contract for registration,

management must be able to justify the cost versus
the potential gains in continued or increased business.