OPERATIONS MANAGEMENT

Group Members
Annu Sara Antony-190206037
Ansa Theresa- 190206015
Sunanda-190206034
Nimmy-190206026
Michelle James -190206021
 ◦ Certification to ISO 9001 is a recognized way of improving
company performance and streamlining management processes.
◦ It allows businesses to have effective controls in place to
manage customer requirements – a crucial element for Virgin
Media Business.
◦ “Certification is massively important to our customers”
commented Paul Mitchell, Customer Operations Director.
◦ “It is a window into how we operate. It is a must for customers
WHAT IS THE MOST and in my opinion you will lose business by not having it.”
COMPELLING REASON ◦ Without
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would be constant repairs and reworking - or the customer
TO THE LEADERS OF would receive bad products or services. Costs would increase.
YOUR ORGANIZATION? Customers would be increasingly dissatisfied. Products could
not be used as advertised, some would be dangerous to use.
Think of hospital services without quality management.
HOW HAS VIRGIN MEDIA BENEFITED FROM ISO9001
CERTIFICATION?
• In Virgin Media the ISO 9000 family of quality management systems (QMS) is a set of standards that helps organizations
ensure they meet customers and other stakeholder needs within statutory and regulatory requirements related to a product
or service.
• ISO 9000 deals with the fundamentals of quality management systems,
• It includes the seven quality management principles that underlie the family of standards.
• ISO 9001 deals with the requirements that organizations wishing to meet the standard must fulfil.
• Third-party certification bodies provide independent confirmation that organizations meet the requirements of ISO 9001.
• Over one million organizations worldwide are independently certified, making ISO 9001 one of the most widely used
management tools in the world today.
• However, the ISO certification process has been criticized self-published source as being wasteful and not being useful for
all organizations
 Insert Image

Defined
ISO 9001 is applicable to people, services, Process
training, facilities, and equipment, with
opportunities for improvement in these areas.

Benefits of using ISO:-

Set of
1.Improved Reputation & Credibility Corrective standards or
2.Better Customer Satisfaction Action Process definition of
3.Happy Employees ISO 9001 product
4.Optimize Operations Benefits for
manufacturing
5.Good Judgement (Risk Management) companies
6.Continuous Improvement
7.Increased Profit Potential
8.Better Time Management
9.Prevent Waste

Resources and
Quality
knowledgeable
“Tollgates”
staff

4
HOW HAS VIRGIN MEDIA BENEFITED FROM ISO9001
CERTIFICATION?
• They could attract the customers to them as they are ISO certified.
• Many of them started to do business with their company as they has a standard quality management system and
meets regulatory standards.
• As they have ISO 9001 certification and, they got it ASAP, they are not risk losing everything. The wont be
having any problem in gathering everything that they need to get certification into one, tidy place.

“The benefits of ISO 9001 go far beyond meeting customer

requirements – management systems help to enhance
professionalism of a businesses’ operations and provide a culture
of exceeding expectations. This is really helpful with employee
engagement as they are clear on expectations and goals and
jointly share in the success of business growth”
5
 • ISO 9001 an international standard for services
CRITICS ARGUE not just manufacturing
THAT ISO9001 IS • ISO 9001 proves that it is the best standard to
help any kind of organizations improve its
MORE INCLINED processes.
TOWARDS THE • In most service companies, the availability of
MANUFACTURING procedures is scarce creating processes that are
broken and reduce the company’s ability to
SECTOR improve. However service companies do not have
COMPARED TO equipment that breaks down, have downtime, or
product that needs to be reworked, they tend to
THE SERVICE think that they are doing well.
SECTOR. • Based on the points made above, it focuses on the
processes of the organization regardless of what
DO YOU AGREE? they make or provide.