0.1 introduction to quality management-july 2013.ppt

Pre-course Reading Material

1

Introduction to Quality Management

(Pre-course reading material)

2QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

Introduction to Quality management

Session Plan

Format : Pre-course Study

Objectives: Understand the purpose of a quality management system

Understand basic concepts and associated vocabulary

Understand and be able to explain the eight management system principles

Understand and be able to explain the benefits of establishing the quality management system in accordance with ISO 9001:2008


2



“degree to which a set of

inherent characteristics

fulfils requirements”

- ISO 9000: 2005 definition



What does

quality mean to

you?

You have the

“official”

definition, BUT�


3



►So, which person, or group of people defines whether an organisation delivers quality, or not?

?

The Customer



GradeGrade

Category or rank given to

different quality

requirements for

products, processes or

systems having the same

functional use

Category or rank given to

different quality

requirements for

products, processes or

systems having the same

functional use

Grade is inherent in the product and may be altered by changes in specification

Ref.: ISO 9000:2005


4



►Because we need to be as near to the centre as possible when aiming at the moving target we

call quality

Why should an organisation

need a quality management

system?



� Customer focus

� Leadership

� Involvement of people

� Process approach

� System approach to management

� Continual improvement

� Factual approach to decision making

� Mutually beneficial supplier relationships

From ISO 9000:2005


5


Customer focus

Organisations depend on their

customers

☺☺☺☺☺☺☺☺SHAREHOLDERS

Return oninvestment

☺☺☺☺

☺☺☺☺☺☺☺☺CUSTOMER

Quality of

Product / Service

☺☺☺☺

☺☺☺☺☺☺☺☺☺☺☺☺EMPLOYEES

PersonalDevelopment

☺☺☺☺☺☺☺☺EMPLOYEES

PersonalDevelopment

EMPLOYEES

Pe☺☺☺☺☺☺☺☺SOCIETY

ResponsibleBehavior

☺☺☺☺r

☺☺☺☺☺☺☺☺SUPPLIERS

Business

Continuity

☺☺☺☺SUPPLIERS

Business

Continuity

SUPPLIERS

Business

Continuity

But never forget

the other

interested parties


Leadership

Leaders provide:

� Unity of purpose

� Direction

� Internal environment


6


Involvement of people

People are the essence of the organisation

Their full involvement enables using their

abilities to the benefit of the organisation


Process approach

PROCESS“set of interrelated or

interacting activities

which transforms

inputs into outputs

INPUT OUTPUT

RESOURCES

CONTROLS

PRODUCT

PROCESS

EFFECTIVENESS

Extent to which planned

activities are realised and

planned results achieved

PROCESS EFFICIENCY

Relationship between the

result achieved and the

resources used

A desired result is achieved more efficiently

when activities and related resources are

managed as a process


7


System approach to management

Identifying,

understanding and

managing interrelated

processes as a

system contributes to

the organisation’s

effectiveness and

efficiency in

achieving its

objectives

I = INPUT

O = OUTPUT

R = RESOURCES

C = CONTROLS

Process

A

Process

B

Process

C

Process

D

R R

R R

I

I

I

CC

C C

I O

I

I

O

O

O

I

I


A permanent objective of the organisation

Plan: establish objectives and processes

necessary to deliver

results in accordance

with customer

requirements and the

organisation’s policiesCheck: 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

Do: implement the processes

The methodology known as

“Plan-Do-Check-Act”

can be applied to all processes of the QMS

Continual improvement


8


Factual approach to decision making

Effective decisions are based on the

analysis of data and information


Mutually beneficial supplier relationships

An organisation

and its suppliers

are interdependent

A mutually

beneficial

relationship

enhances the

ability of both to

create value


9



Organisation improvement

Market positioning

Customer requirement

Legal requirement

Supplier development

Benefits of a Management system



Improved internal

transfer of know how

Improved morale &

motivation of staff

Reduced

quality costs

Increased

competitiveness

Enhanced customer

satisfaction and loyalty

Increased

profitability

•Benefits of QMS


10



►Certification of quality system to ISO 9001 as a “bonus”:

►Tangible proof that the company’s quality system complies with internationally recognised standard

►Avoidance of multiple second party audits

►Marketing edge

ISO 9001

Certificate

0.1 introduction to quality management-july 2013.ppt

Documents