2

“ THE TOTALITY OF FEATURES AND CHARACTERISTICS OF A PRODUCT OR SERVICE THAT BEAR UPON

ITS ABILITY TO SATISFY STATED OR IMPLIED NEEDS “

Fitness for use Conformance to requirements Accuracy Perfection Zero Defect Adequacy Cost Effectiveness

A group of interacting, interrelated, or interdependent elements forming a complex whole

Set of detailed methods ,procedures and routines established or formulated to carry out a specific activity , perform a duty , or solve a problem

Quality Management System

A System of coordinated activities which is meant to “direct” and “control” an organization with regard to quality.

International Organization for Standardization

Founded in 1946 in Geneva , Switzerland

ISO is a non-governmental organization that forms a bridge between the public

and private sectors.

"ISO", derived from the Greek. ISO, meaning "equal". Whatever the country,

whatever the language, the short form of the organization's name is always ISO.

"ISO", is a system audit not for product audit

ISO is composed of more than 90 members countries

World's largest developer and publisher of International Standards.

ISO 9000

OHSAS18001

ISO14001

SA8000

QS90

Based on eight quality

management

principles

Leadership

Process approach

Involvement of people

System approach to

ManagementContinual

improvement

Factual approach to

decision making

Mutual beneficial supplier

relationship

Customer focus

Principle 1

Principle 2

Leaders must set the direction of the organization

Leaders must create and maintain internal environment that encourages people to achieve the organization’s objectives

Principle 3

Must help people to develop and use their abilities

Must encourage the involvement of people at all level

Principle 4

Activities+

Resources

Input Output

A desired result is more efficiently achieved when resources and activities are managed as a process

Control

Process A

Process B Process D

InputOutputControl

Process C

Processes – understand interaction

Process

Any activity that takes “inputs” and converts them to “outputs”

Process ApproachProcess Approach

The systematic identification and management of these The systematic identification and management of these activities and the interaction between activities.activities and the interaction between activities.

Example - Purchasing Process

Performance Measurements•Delivery status – On-time, On spec, etc•Supplier evaluation

Outputs• Receipt of

Material on right condition

• Right Quality Right Quantity

• Right Time

Purchasing Procedure

Interactions to•Storage•Inspection and Testing•Manufacturing•Finance

Inputs• Demand for

material • Item specs

and Date• Supplier

source• Suppliers

capability to meet our requirements

Principle 5

Identifying , understanding and managing a system of interrelated process for a given objective improves the organization effectiveness and efficiency

Deming’s wheel

(P.D.C.A.)

ISO9000

PLAN DO

ACT CHECK ContinualImprovement

Customer Focus

Continual improvement of the organization's overall performance should be a permanent objective of the organization.

Principle 6

The “Plan-Do-Check-Act” Cycle(Deming’s Cycle)

Principle 7

Effective decisions are based on the analysis of data and information

Principle 8

An organization and its suppliers are interdependent, and a mutually beneficial relationship enhances the ability of both to create value

Continual improvement of theQuality Management System

CUSTOMERS

ManagementResponsibility

Measurement,Analysis andImprovement

ResourceManagement

Product /Service

RealizationInputData

ProductService

OutputData

Requirements

Satisfaction

CUSTOMERS

The The StructureStructure

0 0 IntroductionIntroduction1 1 ScopeScope2 2 Normative referenceNormative reference3 3 Terms and definitionsTerms and definitions44 Quality management system Quality management system requirementsrequirements55 Management responsibilityManagement responsibility66 Resource managementResource management77 Product realizationProduct realization88 Measurement, analysis and improvementMeasurement, analysis and improvement

System Requirements / Structure of the Standard

Provision of resources(6.1)

Human resources(6.2)

Infrastructures(6.3)

Work environment(6.4)

6 Resource Management

General requirements (4.1)

Documentation Requirements(4.2)

Management Commitment(5.1)

Customer focus (5.2)

Quality policy(5.3)

Planning(5.4)

Responsibility, authority & communication(5.5)

Management Reviews (5.6)

5 Management Responsibility

8 Measurement Analysis & improvement

4 Quality Management System

7 Product Realization

General (8.1)

Monitoring & measurement(8.2)

Control of NCP(8.3)

Analysis of data(8.4)

Improvements(8.5)

Planning(7.1)

Customer related processes(7.2)

Design & development(7.3)

Purchasing(7.4)

Production & service provision(7.5)

Control of monitoring & measuring devices(7.6)

4.1 General requirements

Establish , document , implement and maintain a QMS and continually improve its effectiveness in accordance with the standard

4.1 General Requirements Determine the processes necessary for QMS Determine the sequence and interaction of processes Determine criteria & methods to ensure effective operation &

control of the processes Ensure availability of resources and information needed to

support the operation & monitoring of the processes Measure , monitor and analyze processes Implement action necessary to achieve planned results &

continual improvement

4.2 Documentation Requirements

• Extent • Size and type of

organization• Complexity and

interaction of processes• Competence of

personnel• Note3 (Documentation

may be in any type of media)

• To Include• Documented procedures

required by standard• Documents required by

organization to ensure effective operation and control process

• Note 1 (Where the term “documented procedure” appears)

General

• 4.2.2 Quality Manual– The organization shall establish a Quality Manual that

include:• Scope of QMS• Documented procedures or reference to them• Description of interaction between the process of QMS

4.2 Documentation Requirements

4.2 Documentation Requirements4.2.3 Control of Documents

Documented procedures to: Approve documents prior to issue Review , update as necessary and re-approve documents To identify the changes and the current revision status of documents To ensure documents remain legible , readily identifiable Ensure relevant versions of applicable documents are available at

points of use Ensure that the documents of external origin are identified and

distribution controlled Obsolete documents are prevented from unintended use and

identified if kept for any reason

Documents required by the quality management system shall be controlled

4.2 Documentation Requirements

4.2.4 Control of Records Records must be established and maintained Records must be legible , readily identifiable and retrievable Documented procedure for control of identification , storage ,

retrieval ,retention time and disposition of quality records

• 5.1 Management Commitment

• 5.2 Customer Focus

• 5.3 Quality policy

• 5.4 Planning– 5.4.1Quality

objectives– 5.4.2 Quality

Planning

• 5.5 Responsibility, authority and communication

– 5.5.1 Responsibility & authority

– 5.5.2 Management representative

– 5.5.3 Internal communication

• 5.6 Management Review– 5.6.1 General– 5.6.2 Review input– 5.6.3 Review output

5.1 Management Commitment• Provide evidence of commitment to the

development and improvement of QMS by:

– Communicating the importance of meeting customer and legal/regulatory requirements.

– Establishing quality policy and objectives.– Management Reviews– Provision of resources.

5.2 Customer Focus

• Top Management shall ensure that customer needs & expectations are determined, converted into requirements & fulfilled with the aim of achieving customer satisfaction

5.3 Quality Policy• Appropriate to the purpose of

organization.• Commitment to meeting

requirements and continual improvements

• Frame work for establishing and reviewing quality objectives

• Communicated and understood at appropriate levels

• Is reviewed for continuing suitability

• Establish quality objectives at relevant functions and levels

• Objectives must be measurable and consistent with the quality policy including the commitment to continual improvement

• Include those needed to meet requirements for product

5.4 Planning5.4.1 Quality Objectives (Cont)

5.4 Planning5.4.1 Quality Objectives (Cont)

Quality Objectives should be:• Set• Measurable• Achievable• Realistic• Timed

5.4.2 Quality Management System Planning• Identify and plan

processes needed to achieve quality objectives• Plan the development of QMS• Plan the implementation of

QMS• Plan the improvement of QMS

5.5 Responsibility, Authority and Communication

5.5.1 Responsibility and authority

Functions and their interaction, responsibilities and authorities shall be defined and communicated to facilitate effective quality management

5.5.2 Management Representative• Member of the management who has responsibility

and authority for – ensuring that processes of the QMS are established

and maintained– Reporting on performance of QMS including needs for

improvement– Promoting awareness of customer needs and

requirements• Note: Responsibilities may include liaison with

external parties in relation to QMS

5.5.3 Internal Communication

• Ensure communication between various levels and functions regarding the processes of the QMS and their effectiveness

5.6 Management Review5.6.1 General

• Review of QMS by top management at planned interval to;– ensure QMS suitability,

adequacy and effectiveness– Evaluate the need for

changes to QMS including policy and objectivesRecords from Management Reviews shall be maintained (see 4.2.4).

5.6.2 Review Input• Review performance and improvement

opportunities related to:– Audit results– Customer feedback– Process performance and product conformance– Status of preventive and corrective actions– Follow up actions from earlier reviews– Change that could affect the QMS– Recommendations for improvement

5.6.3 Review Output• Output to include actions related to

– improvement of the effectiveness QMS and its processes

– improvement of product related to customer requirements

– resource needs

• 6.1 Provision of resources• 6.2 Human resources

– 6.2.1 General– 6.2.2 Competence, awareness and training

• 6.3 Infrastructure• 6.4 Work environment

6.1 Provision of Resources

• The organization shall determine and determine the resources needed for :– implement and maintain the QMS and

continually improve its effectiveness.– Enhance customer satisfaction by

meeting customer requirements.

6.2 Human Resources6.2.1 General

• Those who have responsibilities defined in the QMS must be competent on the basis of appropriate education, training, skills and experience

6.2.2 Competency, Awareness and Training

• Identify competency needs• Provide required training• Evaluate the effectiveness of

training provided• Ensure staff is aware of

relevance and importance of their activities and contribution to achieving quality objectives

• Maintain appropriate records of education, training, qualification and experience

6.3 Infrastructure

• Identify, provide and maintain the infrastructure needed to achieve product conformity

• This shall include :– Workspace & associated utilities– Equipment, hardware and software– Supporting services (transport or

communication)

6.4 Work Environment

• The organization shall determine and manage the work environment needed to achieve conformity to product requirements.

• 7.1 Planning of product realization• 7.2 Customer related processes• 7.3 Design & development• 7.4 Purchasing• 7.5 Production & service operation• 7.6 Control of measuring & monitoring devices

7 Product Realization

7.1 Planning of Product Realization

• Sequence of process to achieve product• Consistent with QMS and documented to suit

method of operations• Quality objectives and requirements for the

product• The need for processes, documentation, resources

and facilities specific to the product• Verification and validation activities and

acceptance criteria• Records

7.2 Customer Related Processes

7.2.1 Determination of requirements related to the product

7.2.2 Review of product requirements7.2.3 Customer communication

7.2.1 Determination of requirements related to the product

• Product requirements specified by the customer including requirements for delivery and post-delivery activities

• Requirements not specified but necessary for intended or specified use

• Obligations related to product, including regulatory and legal requirements

• any additional requirements determined by the organization

7.2.2 Review of requirements related to the product

• Review identified requirements and ensure before commitment to supply product that;– Product requirements are defined– For verbal orders requirements are confirmed– Difference between tender and contract are

resolved– Organization has ability to meet the

requirements

– Records of the results arising from the review shall be recorded.

7.2.3 Customer Communication

• Identify and implement arrangements for communication with customers relating to:– product information– inquiry, contract or order handling, including

amendments– Customer feedback including complaints

7.3 Design & Development

• 7.3.1 Design & development planning• 7.3.2 Design & development inputs• 7.3.3 Design & development outputs• 7.3.4 Design & development review• 7.3.5 Design & development verification• 7.3.6 Design & development validation• 7.3.7 Control of design and development

changes

7.4 Purchasing

• 7.4.1 Purchasing process

• 7.4.2 Purchasing information

• 7.4.3 Verification of purchased product

7.4.1 Purchasing Process

• Purchased product meets requirements• Type & extend of control depends on effect

purchased product may have on realization processes and their output

• Selects suppliers based on their ability to supply conforming product

• Define criteria for selection and periodic evaluation and re-evaluation of suppliers

• Results of evaluation and follow up actions must be recorded

7.4.2 Purchasing Information

• Purchasing information shall describe the product to be purchased, including where appropriate:– Requirements for approval of

product,procedures, processes and equipment.

– Requirements for qualification of personnel.

– Quality management system requirements.

7.4.3 Verification of Purchased

Product• Identify and implement activities needed

to verify purchased product• Where organization or its customer

purpose verification at supplier premises, organization must specify in purchasing information:– verification arrangements– method of product release.

7.5 Production & Service Provision

• 7.5.1Control of production and service provision

• 7.5.2Validation of processes for production and service

provision• 7.5.3 Identification and traceability• 7.5.4Customer Property• 7.5.5Preservation of Product

7.5.1 Control of production and service provision

Control production & services operations through:• Availability of information specifying product

characteristics• Work instructions available where necessary• Use and maintenance of suitable equipment• Availability & use measuring and monitoring

devices• Implementation of monitoring activities• Implementation of defined processes for

release, delivery and post delivery activities

7.5.2 Validation of Processes

Validation arrangements must be defined and must include as applicable– qualification of the process– qualification of equipment and

personnel– use of defined methodologies &

procedure– requirements for record– re-valuation

7.5.3 Identification & Traceability

• Where appropriate identify product through all stages of operations

• Identify status with respect to measurement & monitoring requirements

• Where traceability is required control & record unique identification of product

I can not I can not rememberremember

7.5.4 Customer Property

• Care for customer’s property being under organization’s control or being used by organization

• Identification, verification, protection & maintenance of customer property provided for use or incorporation

• Any customer property that is lost, damaged or found un- suitable must be recorded & reported to customer

• Customer Property - tangible / intangible

7.5.5 Preservation of Product

• Preserve conformity of product during internal processing and final delivery to intended destination

• Include identification, handling, packaging, storage and protection

• This applies to constituent parts of product

7.6 Control of monitoring & measuring devices

• Calibrate & adjust measuring and monitoring devices at specified intervals as prior to use

• Traceability to international or national standards. Where no such standard exist record the basis

• Safeguard MMD from adjustments invalidating calibration

• Protect MMD from damage or deterioration during handling, maintenance or storage

• Record results of calibration• Assess validity of previous results when devices

found to be out of calibration

8 Measurement, Analysis and Improvement

• 8.1 General• 8.2 Monitoring &

Measurement– 8.2.1 Customer

satisfaction– 8.2.2 Internal audit– 8.2.3 Monitoring and

measurement of processes

– 8.2.4 Monitoring and

measurement of product

• 8.3 Control of non-conforming

product• 8.4 Analysis of data• 8.5 Improvement

– 8.5.1 Continual

improvement– 8.5.2 Corrective action– 8.5.3 Preventive action

8.1 General

• Define, plan & implement measurement and monitoring activities needed to assure conformance and achieve improvement

• This include determination of the need and use of applicable methodologies and statistical techniques

8.2 Monitoring and Measurement

8.2.1 Customer Satisfaction

• Organization shall monitor information on customer satisfaction and /or dis-satisfaction

• The methodologies for obtaining and utilizing such information must be determined

8.2.2 Internal Audit

• Conduct periodic internal audit to determine if QMS:– Conforms to the requirements of the

standard– Has been effectively implemented &

maintained • Plan the audit program considering:

– Status and importance of the activity– results of previous audits

• Define audit scope, frequency and methodologies performed by personnel not performing audited work

• The documented procedure must cover:– Responsibilities & authorities for

conducting audits – Ensuring independence– Recording results and reporting

to management– Timely corrective actions– Follow up to verify & report

implementation of verification results

8.2.2 Internal Audit

8.2.3 Measurement and Monitoring of

Processes

• Apply suitable methods for measurement and monitoring of those realization processes necessary to meet customer’s requirements.

• Measure & monitor product characteristics to verify conformance at appropriate stages of realization processes

• Evidence of conformity with the acceptance criteria must be documented, records must indicate the authority responsible for release of product

• Release or delivery must not proceed until all the specified activities have been completed unless otherwise approved by the customer

8.2.3 Measurement and Monitoring of

Product

VERIFIED 19/5/01 PASSEDPASSED

HOLDHOLD

8.3 Control of Non conforming Product

• Documented procedures for control of non conforming product to prevent unintended use or delivery

• Non conforming product shall be corrected

• Re-verify after correction• If non-conformance detected after

delivery take appropriate action• It is often required that the

proposed rectification be reported for concession to the customer, the end user, regulatory or other body

8.4 Analysis of Data

• Collect & analyze data, determine suitability and effectiveness of QMS and to identify improvements that can be made

• Data from measurement & monitoring & other related sources

• Analyze data provide info on:– Customer satisfaction and/or

dissatisfaction– Conformance to customer requirement– Process, product characteristics and their

trends– Suppliers

8.5 Improvement8.5.1 Continual improvement

• Planning for Continual Improvement• The organization must plan and manage

processes necessary for continual improvement of the QMS

• Facilitate continual improvement using:– quality policy– objectives– audit results– analysis of data– corrective actions– preventive actions

• Management Review

8.5.2 Corrective Action• Organization must take corrective action to

eliminate the causes of non-conformance to prevent recurrence

• Action appropriate to the impact of problem• Documented procedures shall define

requirements for:– identifying non conformities– determine the causes– evaluating the need for corrective action– determine corrective action needed and

implemented– Recording results of action

• Organization must identify preventive action to eliminate the causes of potential non conformances to prevent occurrences

• Actions appropriate to the impact of potential problem

• Documented procedures must define the requirements for– Identification of potential non-

conformances and their causes– Determining and ensuring implementation

of preventive action needed– Recording results of action taken

8.5.3 Preventive Action

Situation Warranting Corrective Action

• Identification of major non-conformance.• Large number of minor non-conformities.• The reoccurrence of a problem with a process or

activity.• Non-conformities observed during audits.• Customer Complaints.

• Non-conforming deliveries from vendors.

Stages of Corrective & Preventive Action

• REPORTING • INVESTIGATION • ACTION• FOLLOWUP• CLOSING

EXPECTED BENEFITS Transparency in working at all level Data availability : Hidden Factors are openCreates AccountabilityPlanning & scheduling improved Rework & Rejection are known and being

controlled Customer feedback through regular surveys Employees Participation enhanced Continuos Improvements Program launchedMarket Reputation

Thank You !Thank You !