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Copy to crestronic 9001 2008 awareness

  1. 1. Awareness Program and Overview of the Revisions in ISO 9001:2008 Presented by: V. MANIVANNAN
  2. 2. Introduce the concept of new ISO 9001:2008 Standard Highlight important areas and changes of the Standard Briefly introduce the system requirements of the Standard Important issues in implementations Transition Plan with Your Certification Body
  3. 3. 3rd revision of Quality Management System Requirement Standard from International Organization for Standards Replacement for previous standard of ISO 9001:2000 Introduced considerable conceptual changes From product centric to customer / business centric approach
  4. 4. QMS Resource management Measurement, analysis & improvements Product Realization Management Responsibility Continual Improvement cycle
  5. 5. CUSTOMER CUSTOMER Continual Improvement of the QMS Product Realization Measurement, Analysis & Improvements Management Responsibility Requirements Satisfaction Resource Management QMS Resource management Measurement, analysis & improvements Product Realization Management Responsibility Input Information Info Product
  6. 6. Based and developed on eight quality management principles Leadership Process approach Involvement of people System approach to Management Continual improvement Factual approach to decision making Mutual beneficial supplier relationship Customer focus
  7. 7. <ul><li>Customer focus </li></ul><ul><ul><ul><li>Organization depends customers </li></ul></ul></ul><ul><ul><ul><li>Understand current & future customer needs. </li></ul></ul></ul><ul><ul><ul><li>Meet / exceed customer expectations </li></ul></ul></ul><ul><li>Leadership </li></ul><ul><ul><ul><li>Leaders establish purpose & direction of the organization </li></ul></ul></ul><ul><ul><ul><li>Should create & maintain environment to achieve organization’s objectives </li></ul></ul></ul><ul><li>Involvement of People </li></ul><ul><ul><ul><li>People of all levels are essence of an organization </li></ul></ul></ul><ul><ul><ul><li>Their full involvement for organization’s benefit </li></ul></ul></ul><ul><li>Process approach </li></ul><ul><ul><li>Desired results are achieved more efficiently when activities and resources are managed as process </li></ul></ul>
  8. 8. <ul><ul><li>System approach to Management </li></ul></ul><ul><ul><li>Identifying, understanding and managing interrelated process as a system contributes to the organization’s effectiveness & efficiency </li></ul></ul><ul><ul><li>Continual improvements </li></ul></ul><ul><ul><li>Continual improvement of the organization’s overall performance should be a permanent objective of the organization </li></ul></ul><ul><li>Factual approach to decision making </li></ul><ul><ul><li>Effective decisions are based on the analysis of data and information </li></ul></ul><ul><li>Mutually beneficial supplier relationships </li></ul><ul><ul><ul><li>An organization & its suppliers are interdependent </li></ul></ul></ul><ul><ul><ul><li>Mutually beneficial relationship enhances the ability of both to create value </li></ul></ul></ul>
  9. 9. Avoid the application of systems that are separate from the organization’s business process Enable the development of a quality system that is fully integrated into the business operations of the organization Enable continual improvements of the system for enhanced customer satisfaction Enable compliance to statutory & regulatory requirements
  10. 10. <ul><li>Supporting services e.g. transport, communication & information system </li></ul><ul><li>Post delivery activities e.g. warranty issues, contractual obligations, maintenance services </li></ul><ul><li>Customer property – organization shall report to the customer – include personal data of customer </li></ul><ul><li>Include customer perception </li></ul><ul><li>+ Why it is to be done </li></ul><ul><li>Continual improvements should be achieved </li></ul><ul><li>+ Statutory & regulatory requirements </li></ul><ul><li>Value adding processes </li></ul><ul><li>Customer satisfaction </li></ul><ul><li>9001:2008 </li></ul><ul><li>Previous versions </li></ul>
  11. 11. <ul><li>Process definition </li></ul><ul><ul><li>Set of interrelated and interacting activities which transforms inputs into outputs </li></ul></ul>Ensure continual improvements Do it for all value adding processes Identify the processes Identify the Inputs & outputs Identify the Interactions to other processes Establish measuring criteria
  12. 12. <ul><li>Performance Measurement </li></ul><ul><li>Final testing </li></ul><ul><li>Conformance rate </li></ul><ul><li>Achieving of KPIs </li></ul>Manufacturing Process E.g.: Manufacturing Output Finished product <ul><li>Inputs </li></ul><ul><li>Raw material </li></ul><ul><li>Manufacturing formulations / Specs </li></ul><ul><li>Equipments Manufacture /Testing </li></ul><ul><li>Labour </li></ul><ul><li>Process control </li></ul><ul><li>Process parameters </li></ul><ul><li>Inspection & testing </li></ul><ul><li>Calibration and maintenance of equipments </li></ul>Interactions to Inspection & testing Warehousing Supply / Purchasing Sales Training
  13. 13. Linked and interacting with other processes Out put of one process will be an input to another process Product development process Management review process Sales Process Manufacturing Process Purchasing Process Maintenance process QA process Training & Development process Warehousing process
  14. 14. PDCA Cycle Processes in terms Of Added Value DO Continual improvements of Processes based on objective measurements ACTION Measure results of process Performance and effectiveness - Objective Measurements CHECK Understandings & meeting requirements PLAN
  15. 15. QMS Resource Management (PLAN) Measure, analysis improvements (CHECK) Product Realization (DO) Management Responsibility (ACTION) Continual Improvement cycle General requirements General requirements
  16. 17. 4 Quality Management System System Requirements 5 Management Responsibility 6 Resource Management 7 Product Realization 8 Measurement, Analysis & improvement General requirements Documentation Requirements Management Commitment Customer focus Quality policy Planning Responsibility, authority & communication Management Reviews Planning Customer related processes Design & development Purchasing Production & service provision Provision of resources Human resources Infrastructures Work environment General Monitoring & measurement Control of NCP Analysis of data Improvements
  17. 18. <ul><li>CHANGES ( highlighted in BOLD RED italics type ) show the revised wording of the requirement. </li></ul><ul><ul><li>Remember that NOTES in the Standard DO NOT constitute requirements, but are meant to clarify them. </li></ul></ul><ul><li>COMMENTS ( highlighted in BOLD BLUE type ) are intended to further help you determine if changes to your system are warranted by the INTENT of the new/revised requirement or Note in the Standard. </li></ul>
  18. 19. <ul><li>4.1 General Requirements NOTE 2: An outsourced process is identified as one being needed for the organization's quality management system but chosen to be performed by a party external to the organization. Comment: This new Note provides an explanation of what is considered an outsourced process. NOTE 3: The type and nature of control to be applied to the outsourced process may be influenced by factors such as: a) the potential impact of the outsourced process on the organization's capability to provide product that conforms to requirements; b) the extent to which the control for the process is shared; c) the capability of achieving the necessary control through the application of clause 7.4. Ensuring control over outsourced processes does not absolve the organization of the responsibility of conformity to all customer, statutory, and regulatory requirements. Comment: This new Note identifies the factors influencing the control of an outsourced process. Outsourcing a process to another organization typically involves the purchase of those services. As a result, the requirements of clause 7.4, including the controls mentioned in 7.4.1, apply to the supplier selected to perform the outsourced process. </li></ul>
  19. 20. <ul><li>4.2 Documentation Requirements </li></ul><ul><li>4.2.1 General c) documented procedures and records required by this International Standard, and </li></ul><ul><li>d) documents, including records , determined by the organization to be necessary to ensure the effective planning, operation and control of its processes. Comment: No real change to the requirement; you can see that adding &quot;records&quot; to sub-clauses c) and d) allowed sub-clause e) to be dropped. NOTE 1: A single document may include the requirements for one or more procedures. A requirement for a documented procedure may be covered by more than one document. Comment: An example for the first sentence would be satisfying the requirements for documented procedures in 8.5.2, Corrective Action, and 8.5.3, Preventive Action, by one combined Corrective and Preventive Action procedure. An example for the second sentence would be splitting the required procedure for the Control of Documents into two separate documented procedures, one for internal document control and one for external document control. </li></ul>
  20. 21. <ul><li>4.2 Documentation Requirements </li></ul><ul><li>4.2.3 Control of Documents f) to ensure that documents of external origin determined by the organization to be necessary for the planning and operation of the quality management system are identified and their distribution controlled, and Comment: This change simply clarifies that not all external documents have to be identified and controlled; only those necessary for the planning and operation of the quality management system. </li></ul>
  21. 22. <ul><li>4.2 Documentation Requirements </li></ul><ul><li>4.2.4 Control of Records Records established to provide evidence of conformity to requirements and of the effective operation of the quality management system shall be controlled . The organization shall establish a documented procedure to define the controls needed for the identification, storage, protection, retrieval, retention, and disposition of records. Records shall remain legible, readily identifiable, and retrievable. Comment: The opening sentence was rewritten to emphasize that records should be &quot;controlled“ (versus just “maintained”). Maintaining the records would be to simply keep them in good condition; controlling the records means to regulate their use. </li></ul>
  22. 23. <ul><li>5.5 Responsibility, Authority and Communication </li></ul><ul><li>5.5.2 Management Representative Top management shall appoint a member of the organization's management who, irrespective of other responsibilities, shall have responsibility and authority that includes: Comment: Most organizations already appoint a Management Representative that is a member of their own management team; this change simply clarifies that requirement. It also appears to prohibit outsourcing of the Management Representative role (since the intent is to establish/maintain internal oversight and responsibility for establishing, maintaining and improving an organization’s quality management system). </li></ul>
  23. 24. <ul><li>6.2 Human Resources </li></ul><ul><li>6.2.1 General Personnel performing work affecting conformity to product requirements shall be competent on the basis of appropriate education, training, skills and experience. NOTE: Conformity to product requirements may be affected directly or indirectly by personnel performing any task within the quality management system. </li></ul><ul><li>Comment: Wording was changed from work affecting &quot;product quality&quot; to work affecting &quot;conformity to product requirements&quot;. Quality is the degree to which a set of inherent characteristics fulfils requirements; conformity is the fulfillment of a requirement. The change to the requirement (and addition of the new Note) will not likely result in new interpretations of the requirement since anyone performing, verifying, or managing work within the scope of the quality management system, including supporting services, can affect conformity to product requirements. </li></ul>
  24. 25. <ul><li>6.2 Human Resources </li></ul><ul><li>6.2.2 Competence, Training and Awareness a) determine the necessary competence for personnel performing work affecting conformity to product requirements , b) where applicable , provide training or take other actions to achieve the necessary competence , c) ensure that the necessary competence has been achieved , Comment: Use of the phrase &quot;where applicable&quot; seems to recognize that training or other actions may not always be necessary, since individuals may already have the necessary competence. Likewise, since “satisfy these needs&quot; was sometimes taken out of context to infer action was always required, the requirement was revised to focus on determining “competence”. Finally, since people have struggled with how to evaluate the “effectiveness of the actions taken”, the clause was modified to focus more on determining competence. For example, a student’s evaluation of the effectiveness of training they attend, is not as useful as an (independent) evaluation of their knowledge, skills and abilities (regardless of how/when this ‘competency’ was acquired). </li></ul>
  25. 26. <ul><li>6.3 Infrastructure c ) supporting services (such as transport, communication or information systems ). </li></ul><ul><li>Comment: The only change was to add “information systems&quot; as an example of a supporting service included within the definition of infrastructure). </li></ul><ul><li>6.4 Work Environment NOTE: The term “work environment’” relates to conditions under which work is performed including physical, environmental and other factors (such as noise, temperature, humidity, lighting, or weather). Comment: The only change was to add a NOTE to explain the term Work Environment by providing examples of work environment conditions for achieving product conformity . </li></ul>
  26. 27. <ul><li>7.2 Customer-related Processes </li></ul><ul><li>7.2.1 Determination of Requirements Related to the Product a) requirements specified by the customer, including the requirements for delivery, and for post-delivery activities, c) statutory and regulatory requirements applicable to the product, and d) any additional requirements considered necessary by the organization. NOTE: Post delivery activities include, for example, actions under warranty provisions, contractual obligations such as maintenance services, and supplementary services such as recycling or final disposal. </li></ul><ul><li>Comment: The slight change to &quot;for delivery, and for post-delivery activities&quot; adds emphasis to post-delivery activities; for similar reasons a Note was added with examples. The change from &quot;related&quot; to &quot;applicable&quot; shifts the meaning from determining legal requirements that are merely associated with the product to those that are relevant and can be applied to the product. The final revision to this clause clarifies that the additional requirements aren't just determined, they are determined to be needed by the organization. </li></ul>
  27. 28. <ul><li>7.3 Design and Development </li></ul><ul><li>7.3.3 Design and Development Outputs The outputs of design and development shall be in a form suitable for verification against the design and development input and shall be approved prior to release. Comment: The change switches from &quot;a form that enables verification&quot; to &quot;a form suitable for verification&quot;. To enable something is to make it possible; however, to be suitable means it is meant for use, or in this case, for verification. NOTE: Information for production and service provision may include details for the preservation of product. </li></ul><ul><li>Comment: The new Note was added to remind the reader that clause 7, Production and Service Provision, includes sub-clause 7.5.5, Preservation of product, probably to indicate that the design output should consider product preservation, especially product packaging. </li></ul>
  28. 29. <ul><li>7.5 Production and Service Provision </li></ul><ul><li>7.5.2 Validation of Process for Production and Service Provision The organization shall validate any processes for production and service provision where the resulting output cannot be verified by subsequent monitoring or measurement and as a consequence , deficiencies become apparent only after the product is in use or the service has been delivered. Comment: The revised text clarifies that any process output that can't be verified may result in deficiencies becoming known only after the product is in use or the service has been delivered. Accordingly, validation requirements could apply to processes such as welding, sterilization, training, heat treatment, call center service, or emergency response. </li></ul>
  29. 30. <ul><li>7.5 Production and Service Provision </li></ul><ul><li>7.5.3 Identification and Traceability The organization shall identify product status with respect to monitoring and measurement requirements throughout product realization . </li></ul><ul><li>Comment: The revised text clarifies that identifying product status applies throughout product realization, from received product, through in-process product, to final product. </li></ul><ul><li>Where traceability is a requirement, the organization shall control the unique identification of the product and maintain records (see 4.2.4). Comment: By moving the &quot;records&quot; reference to the end of the sentence, the meaning has changed from recording the product identification, to keeping any type of record associated with product traceability. </li></ul>
  30. 31. <ul><li>7.5 Production and Service Provision </li></ul><ul><li>7.5.3 Identification and Traceability The organization shall identify product status with respect to monitoring and measurement requirements throughout product realization . </li></ul><ul><li>Comment: The revised text clarifies that identifying product status applies throughout product realization, from received product, through in-process product, to final product. </li></ul><ul><li>Where traceability is a requirement, the organization shall control the unique identification of the product and maintain records (see 4.2.4). Comment: By moving the &quot;records&quot; reference to the end of the sentence, the meaning has changed from recording the product identification, to keeping any type of record associated with product traceability. </li></ul>
  31. 32. <ul><li>7.5 Product and Service Provision </li></ul><ul><li>7.5.4 Customer Property If any customer property is lost, damaged or otherwise found to be unsuitable for use the organization shall report this to the customer and maintain records (see 4.2.4). </li></ul><ul><li>NOTE: Customer property can include intellectual property and personal data . </li></ul><ul><li>Comment: The requirement was revised to read better and the NOTE was revised to The existing Note was modified to include &quot;personal data&quot; as an example of customer property, broadening the applicability of clause 7.5.4 to more organizations, especially service organizations. </li></ul>
  32. 33. <ul><li>7.5 Product and Service Provision </li></ul><ul><li>7.5.5 Preservation of Product The organization shall preserve the conformity of product during internal processing and delivery to the intended destination in order to maintain conformity to requirements . Comment: The term “conformity to requirements&quot; should be easier to understand than “conformity of product”. </li></ul><ul><li>As applicable, preservation shall include identification, handling, packaging, storage and protection. Preservation shall also apply to the constituent parts of a product. Comment: The addition of “as applicable” allows product preservation to be applied (i.e. include or not include product identification, handling, packaging, storage, and protection) as appropriate. </li></ul>
  33. 34. <ul><li>7.6 Control of Monitoring and Measuring Equipment </li></ul><ul><li>The organization shall determine the monitoring and measurement to be undertaken and the monitoring and measuring equipment needed to provide evidence of conformity of product to determined requirements. Where necessary to ensure valid results, measuring equipment shall </li></ul><ul><li>c) have identification in order to determine its calibration status. </li></ul><ul><li>NOTE: Confirmation of the ability of computer software to satisfy the intended application would typically include its verification and configuration management to maintain its suitability for use. Comment: The term &quot;devices&quot; was changed to &quot;equipment“ because 1) the term equipment was already used in several places in clause 7.6, 2) the term devices has a broader scope and could include non-equipment types of tools, and 3) the term equipment is the better choice for this (calibration) clause. Also, wording of the clause was changed because stating that measuring equipment must &quot;be identified&quot; sounded like the organization was to add identification while most measuring equipment comes with identification already in place . Finally, since many software development organizations were unsure how to confirm that software used for monitoring and measurement has the ability to satisfy the intended application (per clause 7.6), a new Note was added to explain that it should include verification and configuration management for the software. </li></ul>
  34. 35. <ul><li>8.2 Monitoring and Measurement </li></ul><ul><li>8.2.1 Customer Satisfaction NOTE: Monitoring customer perception may include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims, dealer reports. </li></ul><ul><li>Comment: A new Note was added to provide examples of sources for monitoring customer perception. </li></ul>
  35. 36. <ul><li>8.2 Monitoring and Measurement </li></ul><ul><li>8.2.2 Internal Audit A documented procedure shall be established to define the responsibilities and requirements for planning and conducting audits, establishing records and reporting results. </li></ul><ul><li>Records of the audits and their results shall be maintained (see 4.2.4). The management responsible for the area being audited shall ensure that any necessary corrections and corrective actions are taken without undue delay to eliminate detected nonconformities and their causes. NOTE: See ISO 19011 for guidance. Comment: The requirement for a documented procedure was emphasized by placing it first in the sentence. Also, &quot;establishing records&quot; was moved ahead of &quot;reporting results&quot; in the list of topics to be defined in the procedure because records are being captured throughout the audit and should be listed before the reporting of results. The new text highlights the need to maintain records of the audit and its results. Further, the change expands management &quot;actions&quot; to include &quot;any necessary corrections and corrective actions&quot; to emphasize that immediate correction might be needed before determining the cause of the nonconformity and taking corrective action to prevent its recurrence. Finally, the reference to the withdrawn ISO 10011 was replaced with a reference to ISO 19011, Guidelines for Quality and/or Environmental Management Systems Auditing. </li></ul>
  36. 37. <ul><li>8.2 Monitoring and Measurement </li></ul><ul><li>8.2.3 Monitoring and Measurement of Processes When planned results are not achieved, correction and corrective action shall be taken, as appropriate. Comment: Clause 8.2.3 requires applying suitable methods for monitoring and measuring processes to demonstrate their ability to achieve planned results. For some supporting processes, these results are only indirectly related to product conformity. Therefore, the reference to product conformity (above) was moved to the new Note below. NOTE: When determining suitable methods, the organization should consider the type and extent of monitoring or measurement appropriate to each of its processes in relation to their impact on the conformity to product requirements and on the effectiveness of the quality management system. Comment: The new Note above was added to provide guidance in determining “suitable” methods: it says to consider the type and extent of monitoring or measurement based on the impact of the process on product conformity and system effectiveness. </li></ul>
  37. 38. <ul><li>8.2 Monitoring and Measurement </li></ul><ul><li>8.2.4 Monitoring and Measurement of Product The organization shall monitor and measure the characteristics of the product to verify that product requirements have been met. This shall be carried out at appropriate stages of the product realization process in accordance with the planned arrangements (see 7.1). Evidence of conformity with the acceptance criteria shall be maintained. Comment: The requirement to maintain evidence of conformity with acceptance criteria has been moved from the paragraph below to the paragraph above. Records shall indicate the person(s) authorizing release of product for delivery to the customer (see 4.2.4). The release of product and delivery of service to the customer shall not proceed until the planned arrangements (see 7.1) have been satisfactorily completed, unless otherwise approved by a relevant authority and, where applicable, by the customer. Comment: Wording was changed to emphasize and clarify that the release of product and delivery of service is to the customer. </li></ul>
  38. 39. <ul><li>8.3 Control of Nonconforming Product A documented procedure shall be established to define the controls and related responsibilities and authorities for dealing with nonconforming product. Comment: For clarity and added emphasis, the sentence above was revised to begin with (instead of end with) the requirement for a documented procedure. </li></ul><ul><li>Where practicable , the organization shall deal with nonconforming product by one or more of the following ways: </li></ul><ul><li>d) by taking action appropriate to the effects, or potential effects, of the nonconformity when nonconforming product is detected after delivery or use has started. Comment: For clarity, the above requirement was added to the list of ways for dealing with nonconforming product (from wording previously located below the list). </li></ul>
  39. 40. <ul><li>CHANGES in ISO 9001:2008 are primarily clarifications </li></ul><ul><li>… intended to ensure improved understanding of the existing (ISO 9001:2000) requirements </li></ul><ul><li>… SO … </li></ul><ul><li>changes should be MINIMAL </li></ul><ul><li>IF you implemented ISO 9001:2000 “as intended”. </li></ul>
  40. 41. <ul><li>AS 9100 / 9110 / 9120 - Major changes expected on the additional aerospace requirements </li></ul><ul><li>TS 16949 – No changes expected </li></ul><ul><li>TL 9000 – Unclear at this time </li></ul><ul><li>ISO 14001 – TC 176 and TC 207 are working even closer, but (against some rumors) no integrated “Q&E” ISO Standard is in the works </li></ul><ul><li>OHSAS 18001, revised and released in July 2007, is closer to ISO 14001:2004. </li></ul>
  41. 42. <ul><ul><li>QUESTION </li></ul></ul><ul><ul><li>AND </li></ul></ul><ul><ul><li>ANSWER SESSION </li></ul></ul>