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MANAGEMENT
SYSTEMS
BITS Pilani
MBA/QMZG524
Pilani Campus MATHEW PAUL VIZHALIL
BITS Pilani
Pilani Campus
MBA/QMZG524 QUALITY
MANAGEMENT SYSTEMS
Lecture No. 2
INFORMATION
INTRODUCTION
EVOLUTION OF QUALITY
EVOLUTION OF ISO AND STANDARDS
ISO standards add value to all types of businesses and business operations. They
contribute to making the development, manufacturing, and supply of products and
services more efficient, safer, and cleaner.
ISO standards also serve to safeguard consumers and users of products and services
in general as well as to make their lives simpler.
1987
First ISO 9000 Series published. Based on BS 5750
1994
Three Certification standards
20 Elemental approach focused on producing products at
consistent quality level.
Support &
Operation
(7.8)
Do Customer Satisfaction
Plan
Performan
ce
Customer Planning Results of
requirement (6)
`
Leadership
(5)
evaluation
QMS
(9)
Needs and
expectations of Act
relevant interested
parties (4) Improvem-
-ent
(10)
REF: ISO-9000:2015
Quality Management systems-Fundamentals & Vocabulary
distinguishing feature:
can be inherent or assigned.
can be qualitative or quantitative.
various classes of characteristics:
quality characteristic: inherent characteristic (3.10.1) of
an object (3.6.1) related to a requirement (3.6.4).
•Whose requirements??
•Customers, statutory/regulatory bodies, society.
•Requirements are converted to characteristics to be built
into the product/service through:
• -PO/DRAWING/SAMPLE
• -DESIGNER-DRAWING
• -STANDARDS-DATA SHEETS
• -CONTROL PLANS ETC
• -VERBAL INSTRUCTIONS
• Statutory/regulatory requirements are to be collected/compiled.
• TYPES OF QUALITY
Characteristics
(Requirements of Quality of
the organization) Design
PRODUCT
- QMS enables the Top Management to optimize the use of resources considering the
long term and short term goals and consequences of their Strategies and decisions.
- QMS also enables to identify actions to address intended and unintended
consequences in providing products and services.
Quality Assurance –Set of processes which assure that the quality requirements shall
be fulfilled. This is done by building quality during manufacturing process. Quality is
manufactured and not inspected and aim is to eliminate inspection.
- It assures processes by pro-active approach and is based on process root cause
analysis, FMEA and SPC etc.
It has following steps:-
1. Identify the customers.
2. Determine the needs of customers.
3. Translate needs into your language.
4. Develop product features that can be optimally respond to these needs.
5. Develop a process that is optimally able to produce the product features.
6. Transfer the process to operating people.
Quality Control-
3. Act on differences.
Process (3.4.1)
Set of interrelated or interacting activities that use inputs to deliver an
intended result.
Output (3.7.5)
Result of a process.
Product(3.7.6)
Output of an organization that can be produced without any interaction
taking place between the organization and the customer.
Service (3.7.7)
Output of an organization with at least one activity necessarily performed
between the organization and the customer.
Object (3.6.1)
Entity, item, anything perceivable-e. g
Product, service, process, person, organization, system, resource
BITS Pilani, Pilani Campus
QMS TERMS 5
Top Management (3.1.1)
Person or a group of persons who directs and controls an organization
(3.2.1) at the highest level.
Customer
Person or organization(3.2.1) that could or does receive a product or a
service that is intended for or required for this person or organization.
Improvement(3.3.1)
Activity to enhance performance (3.7.8)- - - - - - (continual).
Nonconformity (3.6.9)
Non fulfillment of a requirement.
Defect (3.6.10)
Nonconformity related to an intended use or specific requirement
• Verification (3.8.12)
• Confirmation, through the provision of objective evidence(3.8.3) ,
that specified requirements have been fulfilled.
• (Applies to design ; also to processes where it is called qualification
process )
• Validation (3.8.13)
• Confirmation, through the provision of objective evidence (3.8.3),
that the requirements (3.6.4) for a specific intended use or
application have been fulfilled.
• (Applies to design, process , system, instrument/software etc.)
Competence (3.10.4)
Ability to apply knowledge and skills to achieve intended
results.
Capability(3.6.12)
Ability of an object(3.6.1) to realize an output(3.7.5) that
will fulfil the requirements (3.6.4) for that output.
HOW
-Determine what is required to be done.
-Confirm it is followed.
ISO-
9001:2015
Cl. 4
Context of the
organization +
Performance
Customer Evaluation Improve
requirements Support cl 7 Cl 9 ments
Cl 10
Operations cl 8
Products &
services as
required
Plan-Do-Check- Act cycle
Support &
Operation
(7.8)
Do Customer Satisfaction
Plan
Performan
ce
Customer Planning Results of
requirement (6)
`
Leadership
(5)
evaluation
QMS
(9)
Needs and
expectations of Act
relevant interested
parties (4) Improvem-
-ent
(10)
Objective:
– What are the 7 QMP’s
– Significance of the QMP’s.
– Understanding the QMP’s.
– Role played by QMP’s in building the QMS of the
organization.
– etc
To be discussed separately
Key Benefits:
Improved performance, customer satisfaction and meeting objectives
Enhanced ability to react to internal and external risks and
opportunities
Innovative and learning organisation
How do I do it ?
Focus on data such as audit results, performance reviews, corrective actions , and
complaints to improve customer satisfaction , and focus on internal metrics for internal
customer satisfaction
Ensure data to be reliable, accurate and recent
Make data to be available to all as per need (Need to know basis)
Observe short- and long-term trends and indicators of performance to minimize
immediate issues and to foresee risk
Use data to continually improve your organization’s performance
Key Benefits:
Improved decision making
Improved operational effectiveness and efficiency
Improved assessment of process performance and ability to achieve objectives
A very simple (but effective) case: one company drastically reduced the amount of
uneaten food in their canteen simply by weighing and displaying everyday the
weight of the uneaten food being wasted
BITS Pilani, Pilani Campus
RELATIONSHIP
MANAGEMENT
What this means:
Create value through mutual, beneficial, interdependent relationships with interested
parties
How do I do it ?
Determine relevant interested parties (such as suppliers, partners, customers,
investors, employees, and society as a whole) and their relationship with the
organization
Determine and prioritize interested party relationships that need to be managed
Establish relationships that balance short-term gains with long-term considerations;
Define and document requirements to be met by relevant interested parties and show
clear linkage to end-user requirements
Evaluate interested parties ability to meet requirements and match the requirements
according to risk
Work with interested parties to develop mutual trust ,respect and commitment to
customer satisfaction
Integrate key elements of your organization’s QMS with interested parties’ quality
improvement process.
REF: ISO-9000:2015
Quality Management systems-Fundamentals & Vocabulary