The need for system and common sense in the organization Common sense 1//1 1//0 0//1 0//0 S y s t em Y E S NO YES NO
The need for system and common sense in the organization Common sense 1//1 1//0 0//1 0//0 S y s t em Y E S NO YES NO MINDLESS C H A OS
The need for system and common sense in the organization Common sense 1//1 1//0 0//1 0//0 S y s t em Y E S NO YES NO CREATIVE C H A OS MINDLESS C H A OS
The need for system and common sense in the organization Common sense 1//1 1//0 0//1 0//0 S y s t em Y E S NO YES NO MINDLESS BUREAUCRACY CREATIVE C H A OS MINDLESS C H A OS
The need for system and common sense in the organization Common sense 1//1 1//0 0//1 0//0 S y s t em Y E S NO YES NO MINDLESS BUREAUCRACY CREATIVE C H A OS MINDLESS C H A OS QUALITY ZONE ISO 9000
BRIEF HISTORY ON ISO 9001:2000
ISO is the name for International Organization for Standardization
The Organization was founded in 1946 after the second World war.
Is a World wide federation of National Standards bodies.
The acronym is borrowed from the Greek word, ISOS meaning equal.
ISOS is the root of the Prefix ISO i.e. Isometric – of equal measure or dimension.
What is ISO ?
Consists of over 160 member Countries including Nigeria.
Nigeria is represented by the Standards Organization of Nigeria - SON
What is ISO ?
ISO 9001:2000 is a generic Standard known as The Quality Management System Standard and it specifies requirements for an organization that wishes to show its ability to constantly produce goods/services that meet customer as well as applicable regulatory requirements.
The organization does this through the effective application of the Quality Management System and processes for the continual improvement of the system.
What is ISO 9001: 2000?
Plan-Do-Check-Act Methodology Plan Do Check Act
ISO 9001:2000 applies to all Organizations regardless of:
Type (Manufacturing or Service)
Size (Small, Medium or Large)
Product or service provided
ISO 9001 REQUIREMENTS
QUALITY The totality of features and characteristics of an entity, (product or service) that bears on its ability to satisfy stated or implied needs. ISO 9000 DEFINITIONS
Continual improvement of the Quality Management System. Customers Requirements Customers Satisfaction Management responsibility Resources Management Measurement, analysis and improvement Service realization Service Continual improvement of the Quality Management System. Key Value- adding activities Information flow Input Output Model of a Process based Quality Management System
…… IN ISO 9001:2000 QUALITY IS A MOVING TARGET DRIVEN BY THE CUSTOMER
Involvement of People
Factual approach to decision making
Mutually beneficial supplier relationship
Quality Management Systems Principles
Clause 4 – Quality Management System
Clause 5 – Management Responsibility
Clause 6 – Resource Management
Clause 7 – Service Realization
Clause 8 – Measurement Analysis and Improvement
The five Main Clauses of ISO 9001:2000 Standard are:
Quality Management System Documentation Quality Policy & Objectives Quality Manual Procedures Work Instructions Records & Forms Document Hierarchy Document contents Description of the quality system in accordance with the stated Quality Policy and objectives including the applicable ISO 9000 series standard Description of the activities of the individual functional units needed to implement the quality system element Description of detailed methods Control Mechanism Shows commitment to achieving Quality and planned objectives
Clause 4.2.3 – Document Control Procedure
Clause 4.2.4 – Records Control Procedure
Clause 8.2.2 – Procedure for handling Internal Audit
Clause 8.3 – Procedure for controlling non-conforming services
Clause 8.5.2 – Procedure for handling corrective action
Clause 8.5.3 – Procedure for Handling Preventive action
The Six Mandatory Procedures of ISO 9001:2000 Standard are:
Quality Management System Requirements
4 Quality Management System
4.1 General Requirements
Determine sequence and interaction of processes
Determine criteria and methods to ensure operation and control of processes are effective
Ensure availability of resources and info necessary to support these processes
Monitor measure and analyze these processes
Implement action necessary to achieve planned results and continual improvement of these processes
A process is an activity using resources, and managed in order to enable the transformation of inputs to output.
Enablers (Resources) Transformation Activity Process is Input (Requirements / Specification Output (product or service) Management
Customer/Supplier Chain External customer's requirements to Sales Order Processing to supply Planning & Purchasing Planning & Purchasing to Production Production to Quality Control for final check. Production to dispatch and handover to the satisfied external customer.
Who is an External Customer
Who is an Internal Customer
Otherwise known as client, buyer, purchaser, shopper, consumer, is the recipient of an end product or service
The recipient of a task/process output
Customer (External) Customer (Internal)
Businesses survive because they have customers that are willing to buy their product or service.
Businesses survive because task/process inter-relationships are managed such that task/process inputs and outputs are delivered according to requirements
Customer (External) Customer (Internal)
Who is a supplier
One who provides a service or product or part of a process thereof
Task/Process input provider
Supplier (External) Supplier (Internal)
Internal Supplier/Customer inter-relationship Supplier Provides customer with inputs Customer creates outputs Customer manages & adds value to inputs Customer becomes Supplier by Providing inputs to Another process Line of Visibility/Border line/Interlink
An aim that you wish to achieve, whether corporate or individual
ISO DEFINITIONS imple easurable chievable ime bound ealistic Objectives must be:
What Do We Measure?
performance variables include:
Productivity - “How much?”, “How many?” at “What cost?”
Quality - Internal measures like rejects, defects, scrap and - External measures like customer satisfaction.
Timeliness - Percentage of on-time performance.
Cycle Time - How long it takes to get from point A to point B.
Resource Utilization - Use versus availability.
Costs - Best if calculated on a “per unit basis”.
Safety - Depending on the social environment, this may be an important measure.
Examples Processes, Objectives & their targets:
Procurement Process Objective Success Indicators
To ensure the purchase of quality materials/equipment at the right price and time
To ensure the adequate use of resources in provision of products/services that meet clients’ specification in terms of quality, quantity and timeliness.
Average material waiting time
Percentage of material/parts rejection by user department
Percentage of Discounted purchases
Percentage of rejects by QA/QC
number of customer complaints
Percentage of nonconforming products
Number of reworks
Percentage of Waste
Percentage of on time product/service delivery
What is my part in the ISO 9001:2000 process
Know the Quality Policy
Know your departmental Objectives and how they relate to you