Welcome to

ISO
International Organization for
Standardization
• A world wide federation of National
Standardization Bodies
• A non-governmental organization
• Head Quarters at Geneva , Switzerland
• Established on 23 February 1947
The mission of ISO is to facilitate
international co-ordination and
unification of industrial standards
 Quality Management System

QUALITY

• Fitness for purpose / use

• Meeting customer requirements
• Conformance to specification
• Degree of excellence
• Customer Satisfaction
 Quality Management System

QUALITY

as per ISO 9000:2015

Degree to which a set of Inherent

Characteristics fulfills Requirements
 QMS

QUALITY POLICY
Overall intentions and direction of an
organization related to quality, as
formally expressed by Top Management

QUALITY OBJECTIVE
Something sought or aimed for
related to quality
 QMS

• First Issue 1987

• First Revision 1994
• Second Revision 2000
• Third Revision 2008
• Fourth Revision 2015
 QMS

1994 version 2000 version onwards

ISO 9000 ISO 9000
(QMS – Fundamentals & Vocabulary)

ISO 9001
ISO 9002 ISO 9001
ISO 9003 (QMS – Requirements)

ISO 9004 ISO 9004

(QMS – Guidelines for performance
improvements)
 Introduction

What ISO 9001 standard is NOT?

• is NOT a Product Standard

What ISO 9001 standard is ?

• is a quality assurance standard for

Quality Management System
 Benefits after ISO 9001:2015 implementation

• consistency in how work is done

• ensures spread of ‘Best’ Practice
• reduces rejection / rework
• employees learn easily &quickly of what
should be done
• Increased customer satisfaction and
confidence
• Risk based thinking
 Benefits after ISO 9001:2015
implementation

• reduced misunderstanding with

customer
• Continued improved services
• Effective training programs
• Improved communication
• Availability of documented information
QUALITY MANAGEMENT PRINCIPLES

• Customer Focus
• Leadership
• Engagement of people
• Process approach
• Improvement
• Evidenced based decision making
• Relationship Management
 Quality Management Principles

1 Customer Focus
Organizations depend on their customers and
therefore should:
• understand current and future
customer needs
• Meet customer requirements
• Strive to exceed customer
expectations
Quality Management Principles

2. Leadership

Leaders establish:
• unity of purpose
• direction of the organization
• internal environment.
Quality Management Principles

3. Engagement of People

People at all levels are the essence

of an organization and their full
engagement enables their abilities to
be used for the organizations
maximum benefit.
Quality Management Principles

4. Process approach

A desired result is achieved more

efficiently when related resources
and activities are managed as a
process
Quality Management Principles

5. Improvement

Improvement should be a permanent

objective of the organization.
Quality Management Principles

6.Evidenced based decision Making

Effective decisions are based on the

analysis of data and information.
Quality Management Principles

7. Relationship Management

The ability of the organization and its

suppliers to create value is enhanced by
mutually beneficial relationships.
 WHAT IS A PROCESS?

INPUTS Set of activities OUTPUTS

A set of interrelated or interacting activities which transforms input(s) into output(s) is a

process
 Process Approach
PROCESS 1 INPUTS Set of activities OUTPUTS

PROCESS 2 INPUTS Set of activities OUTPUTS

PROCESS 3 INPUTS Set of activities OUTPUTS

The application of a system of processes within an organization,

together identification and interactions of these processes, and
their management, can be referred as “Process Approach”
 PROCESS APPROACH BASED ON
P-D-C-A CYCLE

The cycle goes on

Act Plan

Check Do
 PROCESS APPROACH BASED ON
P-D-C-A CYCLE

Department Head / Top Planning Done by the Management

Management
 Establish Policy

 Define Objectives
PLAN

 Identify and provide resources

 Define Organization Structure

 Focus on Customer Requirements

 PROCESS APPROACH BASED ON
P-D-C-A CYCLE

Department Head / Top

Department Head / Top
Management DO:
Management
 Show commitment

 Communicate the importance

P of customer requirements

 Deploy policy throughout

Organization
DO
 Define measurable objectives

 Delegate
 PROCESS APPROACH BASED ON
PROCESS APPROACH
P-D-C-A CYCLEBASED ON
P-D-C-A CYCLE

Department Head / Top CHECK:

Management
 Is the system working for the
Organization?
P  Are the set objectives are being met?
 Do the people are following the
framed policy?

CHECK  Are the customers happy?

D
 What is performance of the business?
 Is there any plan that could affect the
system?
(new product line; re-organization etc.)
 PROCESS APPROACH BASED ON
P-D-C-A CYCLE

Department Head / Top ACT:

Management
 Incorporate into next Business / Quality
Planning

ACT P  Identify areas for continual improvement

 Identify and provide any resources, if

required

C D  Re-organize

 “Convert”, “Sideline” or “Fire” non-

believers / non-performers
Thank You