2. Overview
ISO is the International Organization for Standardization.
It is made up of national standards institutes from countries large
and small, industrialized, developing or in transition in all regions of
the world
ISO develops voluntary technical standards, which add value to all
type of business applications
ISO –non governmental sector-establish in 1947
ISO standards help raise levels of quality, safety, reliability,
efficiency, compatibility and interchangeability and provide these
benefits at an economical cost.
3. What are Standards
Standards are documented agreements containing
technical specification or other precise criteria to be
used consistently as rules, guidelines or definition of
charactics, to ensure that materials, products,
processes and services are fit for their purpose
4. How are ISO standard developed
in Service Sector?
ISO follows principles.
◦ Consensus
◦ Industry Wide
◦ Voluntary
On this principles ISO can be applied to
all service sectors
5. Certifying Bodies
Several Certifying bodies like
◦ BVQI
◦ BIS
◦ KPMG
◦ DNV
◦ TUV
6. ISO Certificates in Different Service
Sector
• ISO 9000-Quality Management System Certificate
• ISO 14001-Environment Management System
• QS 9000- Quality System for automotive industry
• SA 8000- Social Accountability (retailer and manufacture)
• HACCP- Hazard Analysis Critical Control Points (food safety
certification)
• OHSAS 18001 – Occupational Health and Safety Certification
Software Specific:
CMM
Six Sigma
ISO 27000 – (Internet security Management)
7. Difference Between Product Company /
Service Company
Product Company • Service Company
◦ Client Interface low • Client interface high
◦ Specification verifiable (customize)
easily • Interpretation and
◦ Variability low perception
• Variability high
Service Sector Issues
-Intangibility -Heterogeneity/Personal
Dependency
-Value Perception
-Demand Fluctuations
-Simultaneous Production and
Delivery -Customer’s Participation in
Delivery
-Timeliness
-Inconsistencies
-Infrastructure
8. WHAT Solve
HOW you Whole
Customer
will provide problem
Wants
Customer knows
Yes No
You
knows Yes
No
9. What is Quality
Meeting agreed requirements between organization and
customer
Full feeling legal requirements
Full feeling your own organization’s requirements
Purpose of Quality
•Customer Satisfaction
•Consistency of Service/Production
“ The Quality of Product is largely determined by the
Quality of the process that is used to develop and maintain
it.”- By juran, Deming. Based on TQM
10. What is Quality Management
System
ISO 9000, the international standard specifies Quality Management
System, requirement for use where an organization’s capability to
provide confirming products and/or services needs to be
demonstrated.
ISO 9000 is aimed primarily at achieving CUSTOMER
SATISFACTION by meeting customer and applicable
regulatory requirements through application of the system, its
continual improvement and the prevention of non-conformities at
all stages.
The standard requirements are generic and apply to all product
categories and any industry sector.
It is applicable to all type and sizes of organizations and can also be
used by internal and external parties.
11. QMS Aspects
1. Management Responsibility
2. Resource Management (Men, Material,
Money and Methods)
3. Making & Delivering a Product
4. Monitoring & Improving your
Product/Process
12. 3. Making & Delivering Product
PDCA-Plan, Do, Check, Act Cycle
Quality Plan
Customer Requirement
Purchase
Production/Service Plan
13. Quality Plan
• Means what you want?
• How you going to achieve your goal?
• More detail quality plan more effect to customers
• What we provide, how, when etc.
• Detail plan depends on customer, service etc
• If you have proper plan, you can offer missing things.
14. Customer Requirements
Confirm the audience’s needs if
you are not sure
Quality Value
State the needs of the audience
Requirements, offers, agreed
requirement cycle
Agreed requirement –people
Customer
who deliver it should be agreed
Satisfaction
Review it
Simply draw attention
Additional requirement
(Change management)
Service
15. Purchase
a. Item, service, subcontract
b. Have a process for selecting vendors
c. Method of verifying if this vendor will be
suitable for your organization
d. “Purchase order”- complete details of
product/service you want
e. Verify your received product
f. Evaluate/monitor performance of vendor
16. Production/Service Plan
a. Production/service schedule plan
depends on business nature (how)
b. Equipments
c. Instruments
d. Work instruction
e. Periodic /In process checking-Inspection
f. Calibrated instruments.
17. 1. Management Responsibility
Management Commitment
Customer focus
Quality policy
Planning
◦ Quality objectives
◦ Quality management system planning
Responsibility, authority, and communication
◦ Responsibility and authority
◦ Management representative
◦ Internal communications
Management review
◦ General
◦ Review input
◦ Review output
18. 2. Resource Management
Provision of Resources
Human Resources
◦ General
◦ Competence, Awareness, and Training
Infrastructure
Work Environment
19. 4.Monitoring and Improving Product
General
Monitoring and Measurement
◦ Customer Satisfaction
◦ Internal Quality Audit
◦ Stage wise Monitoring and Measurement of
Product/Processes
Control of Nonconforming product
Analysis of Data
Improvement
◦ Continual Improvement
◦ Corrective action
◦ Preventive action
20. How to Achieve Service Quality
Defining service Quality
Process Interaction
Service Mix
Service Validation
Service Control Condition
Training and Service personal Policy
Service Delivery Validation
Dimension of customer Perception
Work Environment
21. Service Failure/Recovery
Types of Complaints/Non Conformities
Non Availability of Equipment
Non Availability of Staff
Service Tolerance
Service Recovery Policies
Data Analysis Tools and Techniques
Why customers don’t complaint?
22. Benefits of Good Services
Customers Loyalty
◦ Repeat business
◦ Positive word of mouth
◦ Premium of good service
◦ Cross selling
Job Satisfaction
◦ Morale
◦ Pride of ownership
23. Quality Management Principle
Customer Focus
Leadership
Continual Improvement
Facts Based Decision Making
Involvement of people
Process Approach
System Approach
Mutually beneficial suppliers/associates
relationships
24. Steps in ISO
There are various points which defines the way a
company or an organization can get the certificate.