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Introduction to ISO 9000 Standards
2/24Introduction to ISO 9000 and the management system concept
A few words about ISO Refer to “ISO” not I-S-O
Because “ISO” is not a set of initials but an international name
Derived from the Greek word “isos” meaning “equal”
Long name in English International Organization for Standardization
3/24Introduction to ISO 9000 and the management system concept
A few words about ISO (cont.)
Whatever the country, whatever the language the short form is always “ISO”
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Who is ISO? ISO is an international agency consisting of
156 member countries including Kenya
ISO was formed in 1947 and is based in Geneva, Switzerland
It develops international standards to foster increased trade of products and services
By July 2005, ISO had published over 15,000 standards
5/24Introduction to ISO 9000 and the management system concept
The ISO 9000 Family fameThe ISO 9000 Family fame• Most widely known and successful series Most widely known and successful series
of standardsof standards
• Gaining wider interest in new Gaining wider interest in new management of Public administrationsmanagement of Public administrations
• Represents an international consensus Represents an international consensus on good management practiceson good management practices
• Is a tried and tested framework of Is a tried and tested framework of managing your business process managing your business process
6/24Introduction to ISO 9000 and the management system concept
What is ISO 9000? A set of standardized requirements for
quality management system
Applicable to any organization regardless of it’s size or whether public or private sector
As at December 2004 over 670,399 companies had received certification from 70,364 in 1994.
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The ISO 9000 Family Four Primary standards
ISO 9000:2005, QMS – Fundamentals and Vocabulary
ISO 9001:2000, QMS – Requirements ISO 9004:2000, QMS – Guidelines for
performance improvements ISO 19011:2002, Guidelines on quality
and/or environmental systems auditing
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ISO 9000:2005 – Vocabulary (examples)
Process – set of interrelated or interacting activities which transform inputs into outputs
Product – result of a process
Top management – a person or group of people who direct and control an organization at the highest
level
Requirement – need or expectation that is stated, generally implied or obligatory
Customer satisfaction – customer’s perception of the degree to which the requirements have been fulfilled
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ISO 9001:2000 0 – Introduction 1 – Scope 2 – Normative reference 3 – Terms and definitions 4 – Quality Management system 5 – Management responsibility 6 – Resource Management 7 – Product realization 8 – Measurement, analysis & improvement
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How to use ISO 9000 family ISO 9000 to comprehend the principles of
quality management, function of quality management and correct use of terms
ISO 9001 to assess a QMS or specify generic requirements for a QMS
ISO 9004 to improve the QMS
ISO 19011 to manage an internal and external audit programme
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Features of ISO 9000 standards
Based on Eight Quality Management principles as the philosophy
Consistent in terminology Emphasis on processes
Employs QMS process model
Embraces the spirit of Continual Improvement
Allows for permissible Exclusions
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The Process Approach The “Plan-Do-Check-Act” cycle, also
known as the “Deming Cycle”
A dynamic cycle that is deployed to organization’s processes
Associated with the planning, implementation, control and continual improvement
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Process Approach (P-D-C-A)Note in Clause 0.2Plan: establish the objectives and processes
necessary to deliver results in accordance with customer requirements and the organization's policies;
Do: implement the processes;
Check: monitor and measure processes and product against policies, objectives and requirements for the product and report the results;
Act: take actions to continually improve process performance;
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BENEFITS OF IMPLEMENTATION OF ISO 9000 QMS
To operate efficiently
To achieve customer satisfaction
To improve financial results
Satisfy all the stakeholders
To secure sustainability
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Internal benefits include:-
Increased productivity Less scrap and rework Increased employee satisfaction Continual improvement Increased profits
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EXTERNAL/MARKETING BENEFITS INCLUDE:-
An internationally recognised QMS Increased opportunities in specific
markets Increased customer satisfaction
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What do others say?What do others say?
• Customer satisfaction Customer satisfaction 67%67%
• Quality of product/services Quality of product/services 57%57%• Improved productivity Improved productivity
60%60%• Retained customers Retained customers
51%51%• Improved bottom-line (Profit) Improved bottom-line (Profit)
48%48%• Greater market share Greater market share
37%37%
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