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ISO 9001: Customer Focus and Continuous Improvement
 

ISO 9001: Customer Focus and Continuous Improvement

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    ISO 9001: Customer Focus and Continuous Improvement ISO 9001: Customer Focus and Continuous Improvement Presentation Transcript

    • VIVENCIO C. OSILA (I.E.,P.S.) Consultant / Program and Project Manager for Corporate Improvement Programs (CIPs)
    • At the end of this presentation you will be able to :  Appreciate ISO 9001 QMS in a capsulised manner;  Understand its intended applications;  Internalize its Impact to your services and/or operations;  Get ideas on current & related trends; and  Realize your roles in your program realization.
    • ISO 9001:2008 QMS and other related standards / protocols ISO 9001:2008 Model and Framework ISO 9001:2008Themes: Customer Focus & Continual Improvement Benefits that can be gained from ISO 9001 Implementation ISO 9001 on Industry Movements and Its Potential Impact Roles of HR in ISO 9001:2008 QMS Implementation
    • A management system aimed at directing and controlling an organization with regards to Quality. ISO 9000:2005
    •  Generic, voluntary  Applicable to any organization, to any industry or economic sector  Subject to interpretation. A Company decides how to apply the system to its purposes.
    • What is ISO?  International Organization for Standardization  Worldwide federation of national standard bodies  Primary Mission: …development of standardization… to facilitate exchange of goods and services, and developing cooperation in… intellectual, scientific, technological and economic activity.
    • ISO 9000:2005 - Quality Management System Fundamentals and Vocabulary ISO 9001:2008 - Quality Management System Requirements ISO 9004:2000 - Quality Management System Guidelines for Performance Improvements ISO 19011:2002 - Guidelines for quality and/or environmental management systems auditing
    • ISO 9001:2008 QMS and other related Standards /Protocols ISO 9001 :2008 QMS Model and Framework ISO 9001:2008Themes: Customer Focus & Continual Improvement Benefits that can be gained from ISO 9001 Implementation ISO 9001 on Industry Movements and Its Potential Impact Roles of HR in ISO 9001:2008 QMS Implementation
    • QMS Approach Process approach Process any activity that takes “inputs”and converts them to “outputs” the systematic identification and management of these activities and the interactions between activities
    • New Organizational Focus Dept 2 Dept 3 Dept 4Dept 1 Business Process CutsThrough Departments Customer Query Delivery
    • C U S T O M E R R E Q U I R E M E N T S Product Realization Measurement , analysis, improvement Resource Management Management responsibility C U S T O M E R S A T I S F A C T I O N CONTINUAL IMPROVEMENT OF THE QUALITY MANAGEMENT SYSTEM Input Output PRODUCT PDCA
    • ISO 9001:2008 QMS and other related standards ISO 9001:2008 Model and Framework ISO 9001Themes: Customer Focus & Continual Improvement Benefits that can be gained from ISO 9001 Implementation ISO 9001 on Industry Movements and Its Potential Impact Roles of HR in ISO 9001:2008 QMS Implementation
    • Process Approach continual improvement customer focus
    • Customer Focus  Importance of meeting customer requirements  Customer requirements to be met  Unspecified requirements to be determined  Communication arrangements to be implemented  Customer satisfaction to be monitored
    • Continual Improvement  Requirement to continually improve the QMS  Commitment in quality policy  Staff to be competent  Measurements to achieve improvement  Requirement to plan and manage continual improvement
    • ISO 9001:2008 QMS and other related standards ISO 9001:2008 Model and Framework ISO 9001:2008Themes: Customer Focus & Continual Improvement Benefits that can be gained from ISO 9001 Implementation ISO 9001 on Industry Movements and Its Potential Impact Roles of HR in ISO 9001:2008 QMS Implementation
    •  Confidence in capability of process  Confidence in quality of products  Basis for continual improvement  Increase satisfaction of customer and other interested parties  Ultimately, success of the organization
    • ISO 9001:2008 QMS and other related standards ISO 9001:2008 Model and Framework ISO 9001:2008Themes: Customer Focus & Continual Improvement Benefits that can be gained from ISO 9001 Implementation ISO 9001 on Industry Movements and Its Potential Impact Roles of HR in ISO 9001:2008 QMS Implementation
    •  Customer Focus  Leadership  Involvement of people  Process Approach  System approach to Management  Continual Improvement  Factual Approach to Decision Making  Mutually Beneficial -Supplier Relationship
    • ISO 9001:2008 QMS and other related standards ISO 9001:2008 Model and Framework ISO 9001:2008Themes: Customer Focus & Continual Improvement Benefits that can be gained from ISO 9001 Implementation ISO 9001 on Industry Movements and Its Potential Impact Roles of HR in ISO 9001:2008 QMS Implementation
    • VIVENCIO C. OSILA Industrial Engineer / Productivity Specialist Management SystemsConsultant Consultant & Project Manager for Corporate Improvement Programs (CIPs) Cell. Nos.: 0905 322 2375 0928 520 2455 Land Line: +632 775 4920 Email. vosila@yahoo.com VCO-MCS