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ISO AWARENESS TRAININGISO AWARENESS TRAINING
PROGRAMMEPROGRAMMEFOR BSNL QA CENTRESFOR BSNL QA CENTRES
OFOF
MANKAPURMANKAPURANDAND
RAEBARELIRAEBARELI
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QualityWhat is a Quality?(ISO 9000)
Quality is an ability of a set of inherent characteristics
of a product, system or process to fulfill requirements
of customers and other interested parties.
Quality is:What customer says quality is(Customer perspective)
Fitness for a purpose
Conformance to customer requirement
Degree of excellence
Degree of preference
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Quality has no single defination.
What quality is not?What quality is not?
Quality is not obsolete
Quality is not unique
Quality is not staticQuality is not by chance
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Quality ManagementQuality Management
Systems(QMS)Systems(QMS)
Itisasystemto establish quality
policyand quality objectivesand
to directand controlthe
organization to achievethose
objectives
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Quality Management PrinciplesQuality Management Principles
Customer focussed organizations
Leadership
Involvement of people
Process approachSystem approach to Management
Continual Improvement
Factual Approach to decision Making
Mutually beneficial supplier relationships
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Management ResponsibilityManagement Responsibility
Commitment
Customer Focus
Quality policy
Quality objectivesManagement Reviews
Availability of Resources
Responsibility and authority
Management Representatives
Internal communication
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Process approachProcess:
-Activity using resources transforms inputs into outputs-Processes should be normally interlinked
ProcessI/P O/P
Resources
-Human-Infrastructure
-Information
-Facilities
A value added transformation
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The process approachThe process approach
Process
Process
Process
I/P
O/P
The product is realized by N/w of interrelated processes
-Identification&understanding of Activities
-Understanding of sequence&interrelationships
-Control of activities
-Management of interrelationship
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Process approach to QMSProcess approach to QMS
Identify numerous linked activitiesEach activity consuming resources to transform
inputs into outputs.
Management arrange resources to realize product
which is monitored and measured fot continual
improvement.
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Processesin QA Circle
1.Technical processes:
-TSEC evaluation
- Bulk clearance-Infrastructure assessment
-Qualimetry Analysis
-Handling of feedback
-Design & development of Test schedules/QMs etc.
2.Administration(Staff welfare etc)
3.Accounts etc.
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Process flow in QA circleProcess flow in QA circle
TSEC
Bulk Clearance
Despatch of eqpts
Fresh Products
Field unitsAdmn/accounts
GRs/QMs/Test schedules
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ProductProduct
Result of a process is called a product.
E.g:Hardware,services,Knowledge,skills ,software etc.
SystemSystem
Set of Interrelated or interacting elements
QualitysystemQualitysystemSet of interdependent processes that function harmoniously
using various resources (I.e 7Ms) to achieve the objectives related
to quality.
Hence Quality is O/p of QS.
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QMS in BSNL QAQMS in BSNL QA
Suppliers: Manufacturers/vendors
Process: QA processCustomers: BSNL Field units
Inputs: Fresh products/equipments from manufacturersOutputs: QA tested equipments
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Activities
Input out put
Using 7ms
Men,Material,machine
Method,Milleu(Environment)
Measurement,Money
Product
-course material
-exam results.
PROCESSPROCESS
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Quality CharacteristicsQuality Characteristics
A distinguishing feature is called a charecteristics
e.g physical,sensory,behavioral,functional
Permanent characterics which is inherent in a product,process
system is called quality characterics
Assigned characterics e.g Price,owner is not a quality
characterics of a process,product or system
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ISO(International Organization forISO(International Organization for
standardisation)standardisation)A representative organization of over140
countries engaged in evolving standards
for any thing under the sun.ISO 9001?ISO 9001?9000 series of standards is for QMS
- First published in 1988
- First revision in 1994
- Second revision in 2000
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ISOISO
-9001:1994
-9002: 1994-9003: 1994
ISO 9001:2000
Wide range overall performance & efficiency
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PDCA(PlanPDCA(Plan--DoDo--CheckCheck--ActAct)
Plan:
Establish the objectives and processes to deliverresults in accordance with the customer requirements
and the organization policies.
Do:
Implement the process
Check:Monitor and measure process and product against
policies objectives & requirements for the product &
report the results
Act:
Take action to continually improve process performance
Zenesis ofISOZenesis ofISO
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Quality PolicyQuality Policy
The overall intentions and direction of an organization related to
quality as formally expressed by top management.
Policy; is a statement of principle
Top management: Person or group of people who directs andcontrolls an organization at the highest level.
Example; To be a leading institution of continous learning by
imparting technical knowledge,skill and overall development to
students/trainees by empowering our faculty and staff to meet the
ever changing needs of the society & industry.
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Quality objectivesQuality objectivesThis spells about specific tasks to be performed to achieve
a goal.Each objective will be:
S specific
M measurable
A achievable
R RealisticT Time frame
Whereas quality policy provide broad guideline,list of objectives
define specific goals.
Goals form the basis of detailed planning.
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Examples of Quality objectivesExamples of Quality objectives
To provide good learning environment through continuousup gradation of institution facilities,e.g class room,laboratory
and hostels.
To organize staff development programmes.
To establish student guidance cell & placement cell.
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DocumentationDocumentation
Responsibility has to be assigned for any job in a formal way which
calls for documentation.What is a documented QMS?
In order to conduct a business in an organization ,one should know,
Who should do what,How to do it,Sequence of doing it etc.This is
done through some form of documentation(includes procedures/instructions/flow chart etc
Documented QMs means that the above documentation has been
justified w.r.to company policies,legislation/applicable industry codes
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The need for Documentation
Makes the system independent of the individuals involved
Brings consistency to routine operations & uniform understanding
Permits verification by its employees & outsiders through audit.
Is a training aid
Ensures communication of any changes in the system
Forms a basis for future improvementIt is a requisite for obtaining registration to ISO std.
Eliminates excuses such as no body told me.
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What is a Record
Once company has documented its activities than the company itself
including its employees wants to check whether the result of their
activities are conforming to the documented planned arrangements.
Recording of the result of those activities in a suitable format/forms
gives a record.Therefore record is also a document to prove that task/activities are
undertaken under the control of documented QMS.
These are generally referred to as Objective evidence.
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Whatis quality policy?Whatis quality policy?
Expresses intentions of top management with regard to Quality.
This involve commitment with regard to development ,studentsdevelopment and its continual improvement .
This is a controlled document and shall be audited.
How to write QP?- simple in plain words
-should provide a frame work for setting objectives & targets.
-Every employee should understand its intent & direction.
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ua ty anuaua ty anua
Is a specifying the QMS of an organization.
Purpose:
To formaly declare as to how the operations are carried out in theorganization for implementating QMS as per requirement of the
standards(could be seen by potential customers).
To inform the organizations own workforce of the managerial instruction
on quality matters.Note:
a.As per cl.4.2.2 preparation & control of QM is mandatory
b.QM should include scope of certification with justification for any excl
documented procedures or reference to them and the sequence & interact
the processes.
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1. Title
2.scope with justification for exclusion of any clauses
3.Index/contents4.amendment list
5.Distribution list
6.Policy statement
7.institution s brief history
8.Listing all education processes covered within the scope andits linkages
9.Brief description of your commitment w.r.to clauses 4 to 8 along
with references to required procedures.
10.Annexures& Abbreviations
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ProceduresProcedures
Purpose
To instruct the workforce in broad terms how the policies and objectivesexpressed in the QM are to be addressed & achieved.They are generally
company confidential.
Out line
Title of the procedure Reference to clause
Purpose Quality record generatedScope Document number
Responsibility Issue status
Narrative sections Revision status
D V dD V d
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Documents VsrecordsDocuments Vsrecords
Describes the system or contains guidance/instructions on to do/how
to do.
Quality record:
Provides objective evidence for the achievement of the required
quality ,and also the effective functioning of the quality systems e.g
Lesson plan,test record,calibration record,purchase .
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WorkInstructionWorkInstruction
This gives details of requirement (could be in the form of chart orsample piece)for specific individual activity and how it has to be
carried out .e.g operation of a CNC lathe ,specific test procedure.
It is not mandatory to have work instruction to meet the requirements
of the standard.Work instruction are generally needed where theis complicated,not carried out very often.
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Forms/RegistersForms/Registers
Form is a qyality record e.g student/faculy feedback form,
Admission form,mark sheet
form gives summary of information on various quality activities
How to prepare?
1.for each activity what form you use.
2.If you are already using a Form ,check adequacy.
3.If not,generaye a form.
4.Make list of all forms.
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Structure ofISO 9001:2000Structure ofISO 9001:2000
1. Scope
2.normative Reference
3.Terms & definations
4.QMS
5.Management responsibility6.Resource Management
7.Product realization processes
8.Measurement ,analysis And improvement.
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Objective ofISOObjective ofISO
To harmonize standards developed by various countries so as to
facilitate free flow of business all over the world.
Why ISO 9001:2000 certification?
Systemic approach to produce a service that conforms to customer
satisfaction.
Helps in gaining competitive edge in the domestic market
It ensures optimum utilization of investement and human resources.
Increases satisfaction
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ISO 9001:2000
Has three wings:
1. Organization2.Supplier
3.Customer
ISO 13000 standard issued since 1947
Applicable from Panwala to NASAISO 14000 deals with Environmental Management
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ISO 9000 family of standards deal with Quality Management
ISO 9000:2000-QMS fundamentals & vocabulary
ISO 9001:2000-QMS requirements
ISO 9004:2000-QMS guidelines for performance management
ISO 9011:2000-QMS guidelines for quality &/or environmental syste
auditing.
Structure ofISO9000 familyStructure ofISO9000 family
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