ISO 9001: Customer Focus and Continuous Improvement

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ISO 9001: Customer Focus and Continuous Improvement

  1. 1. VIVENCIO C. OSILA (I.E.,P.S.) Consultant / Program and Project Manager for Corporate Improvement Programs (CIPs)
  2. 2. 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.
  3. 3. 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
  4. 4. A management system aimed at directing and controlling an organization with regards to Quality. ISO 9000:2005
  5. 5.  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.
  6. 6. 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.
  7. 7. 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
  8. 8. 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
  9. 9. 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
  10. 10. New Organizational Focus Dept 2 Dept 3 Dept 4Dept 1 Business Process CutsThrough Departments Customer Query Delivery
  11. 11. 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
  12. 12. 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
  13. 13. Process Approach continual improvement customer focus
  14. 14. 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
  15. 15. 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
  16. 16. 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
  17. 17.  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
  18. 18. 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
  19. 19.  Customer Focus  Leadership  Involvement of people  Process Approach  System approach to Management  Continual Improvement  Factual Approach to Decision Making  Mutually Beneficial -Supplier Relationship
  20. 20. 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
  21. 21. 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

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