THE PRINCIPLES OF QUALITY

MANAGEMENT

DEFINING QUALITY

Good Appearance? High Price? The Best? Particular Specification?

Not necessarily, but always:

Fitness for Purpose Meets Customer

Requirements

THE NATURE OF QUALITY

Meeting Customers’ and the Organisation’s Needs

Integral Part of the Business

Assuring Quality Systematically

Prevention Culture Right First Time Continuous Improvement

QUALITY TERMINOLOGY

Quality Control = Correction

Quality Assurance = Prevention

Quality Management = Enhance Customer Satisfaction and Continual Improvement

THE REQUIREMENTS OF

ISO 9001: 2000

An International Standard for Quality Management Systems

Covers the planning, the management and operation of any Organisation

Assures Customers of your reliability and competence to deliver what you promise

THE PRINCIPLES OF ISO 9001: 2000

Customer Focused Organisation

Leadership Involvement of People Process Approach System Approach to

Management Continual Improvement Factual Approach to

Decision Making Mutually Beneficial

Supplier Relationships

ISO 9001: 2000FIVE CHAPTERS

Quality Management System

Management Responsibility

Resource Management Product Realization Measurement, Analysis

and Improvement

ISO 9001: 2000THE KEY THEMES

Knowing your Customers Continual Improvement Planning Communications

QUALITY POLICY

Set by the Organisation’s Directors

Controlled and Updated Establishes Principles Identifies Corporate

Responsibilities

ORGANISATION

Designated Quality Manager

Defined Employee Responsibilities

Clear Lines of Authority and Accountability

Shows Trained Staff

DOCUMENTATION

Written Policies, Process Maps and Training Documents

Standard Methods of Best Practice

Process Approach Authorisation and Control Evidence of Compliance

REASONS FOR DOCUMENTING

PROCESSES

Defines clearly which staff are responsible

Assures work is done in a consistent way

Assures work is done to the same high standard

Useful for training new personnel

DOCUMENT HIERARCHY

Quality Manual- Policies, Organisation, ISO

9001

Process Maps- Why, Who by, How

Reference Documents- Training Documents, Forms

MUST BE KEPT CURRENT

PROCESS MAPS

Scope - What it is about

Objective - Why you do it

Responsibilities - Who does it

Documentation - Forms, records

Process Method - How to do it

CUSTOMER REQUIREMENTS

Clear understanding of your Customer’s Needs

Defining the Service Amending Requirements Customer

Communication Customer Satisfaction Customer Complaints

ROLE OF YOUR SUPPLIERS

Approval of Suppliers Evaluation and Re-

evaluation Clear Specification Performance Monitoring

PROCESS APPROACH

Defining the Core Processes that add value

Agreeing Best Practice Checking Performance

Measures Checking Internal and

External Standards Monitoring Status

CONTINUOUS IMPROVEMENT

Record Mistakes and Problems

Immediate Corrective Action

Preventive Action on Causes

Analyse Trends Monitor Effectiveness of

Changes

MAINTAINING THE SYSTEM

Internal Quality Audits Management Review Independent Certification

and Surveillance

ISO 9000COMMON

CRITICISMS

Failure to address Customers

Excessive and constraining Bureaucracy

Too much unnecessary Paperwork

Unsuited to Small Companies

Only for Manufacturing Extra Costs and Staffing

NOT IF YOU GET IT RIGHT

BENEFITS OF ISO 9000

EXTERNAL

Internationally Recognised Standard

Approved Supplier Status Competitive Advantage Clear Demonstration of

your Commitment to Quality

BENEFITS OFISO 9000

INTERNAL

Less Waste of Time and Effort

Improved Efficiency and Effectiveness

Fewer Complaints Culture of Problem

Prevention and Continuous Improvement

Focus on Customer Service and Business Results

ISO 9000 RESULTS

A Survey of 2317 Firms found that after Certification:

89% Gained Operational Efficiency

48% Improved Profitability

76% Improved Marketing 26% Improved Export

Sales

STEPS TO ISO 9000CERTIFICATION

Initial Audit and Review Gain Management

Commitment Management Steering Group QA Awareness for all staff Write Quality Manual Map Core Processes Train QMR and Auditors Implement and Test Internal Audits Management Review External Accreditation