What is ISO 9001? What is Quality Assurance? What is the difference between Quality Control & Quality Assurance? This simplified presentation makes it easier for you to understand this sometimes confusing topics.

1. Simplified Introduction to ISO 9001
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2. Agenda
What we will be talking about today:
• What do people think of ISO 9001
• History of Quality
• Differences between Quality Control & Quality Assurance
• Quality Assurance
• ISO 9001

3. What do people think of ISO 9001?
What People think of ISO 9001
• Standard for Something
• Paperwork and Documentation
• Approvals
• Sleepy & Boring
• Quality Assurance
What ISO 9001 actually is
• Running a business
• Controlling your Team
• Efficiency
• Training
• Team Involvement
• Exiting

4. History of Quality
Let’s start off with a little history
1750BC
Oldest Customer
Complaint Found
AGE OF
CRAFTERS
(up to 1760’s)
INDUSTRIAL
REVOLUTION
(1760 to 1840)
WW2
(1939 – 1945)
TODAY

5. History of Quality
1750 BC
1750BC
Oldest Customer
Complaint Found
The oldest customer complaint was found in present day Iraq dating
back to 1750 BC. The complaint was about a Nassi (buyer) who was
displeased about copper ingots he bought from EA-Nasir (seller).
Imagine the time needed to carve this complaint on a tablet!

6. History of Quality
Age of Crafters
AGE OF
CRAFTERS
(up to 1760’s)
Up to the mid-1700’s was known as the Age of Crafters. This was when people were known
by what they made. The quality of a product was associated with who made it, for example
the baker and his bread or the smith and his sword. Have you ever thought of why some
family names are actual professions (Smith, Baker, Taylor, Cook, etc)

7. History of Quality
Industrial Revolution
INDUSTRIAL
REVOLUTION
(1760 to 1840)
The invention of machines revolutionized the world! Instead of hand-crafting things, we were now able to mass
produce them. How did they control quality? Very easy, just put a quality controller at the end of each production
segment. Good parts are kept, bad parts are thrown out, it’s as simple as that.

8. History of Quality
World War 2
WW2
(1939 – 1945)
During the second world war of the 1940’s, countries had to maximize their production. They could not afford to
waste a lot of material on rejected products. This got people thinking. Is there a better way than Quality Control?
Why are we just checking the quality of the end-product? What if we do something else? These ideas were the
first steps in thinking about Quality Assurance.

9. History of Quality
Quality Control Vs. Quality Assurance
TODAY
So fast forward to the present day and we have both Quality Control and Quality Assurance. Which is better?
What is the difference?

10. Quality Control & Quality Assurance
So what is the difference between Quality Assurance & Quality Control?
Quality Assurance
• Quality Assurance is just too big of a
subject to fit in this little space. In summary,
Quality Assurance is ensuring that
everything works fine at each stage of your
process. Still don’t get it? No problem, lets
try to explain it in a different way. Imagine
you own a Pizza Restaurant!
Quality Control
• In simplified terms, its having someone
checking the product at different stages of
manufacturing to see if it has the correct
attributes. So for example, when
manufacturing blue pens, imagine someone
standing at the end of the assembly line
pulling out random pens and checking if
they work.

11. Quality Assurance
PIZZA
LETS MAKE
GET A RECIPE
CHEF UP
HEAT THE
OVENPUT THEM
TOGETHER
GET YOUR
INGREDIENTS
BAKE IT
This is the process to make a pizza
HAPPY
CUSTOMER?

12. Quality Assurance
Quality Control Techniques
So in the last slide, we discussed the process about making pizza. If our restaurant was controlling
quality purely using principles of Quality Control, we would have an inspector checking the product at
various stages of the production. Since our product is Pizza, the quality control that this restaurant
might use are:
• After kneading the dough, check if it is of a good consistency
• Before putting the pizza in the oven, check if enough vegetables, cheese and tomato sauce have
been used
• When the Pizza comes out of the oven, check the size to see if it is too small or too big

13. Quality Assurance
So then what is Quality Assurance?
Well lets say you do all the things you did in the Quality Control Part, are we guaranteed an amazing product
(Pizza)? Can we guarantee an amazing service to the customer? Not really, here is why:
1. What if your Chef is no good? Maybe he is great at making Cakes but he is no good with Pizzas. You hired him
because your cousin owed him a favor and you cant say no to family! Plus how hard is it to make a pizza?
2. What if the refrigerator you keep the cheese is not working properly and the cheese smells funny. The internal
thermometer is broken but who cares, just stick your hand inside and see if it is cold.
3. What if you lost your recipes and now you are just making Pizzas from memory. Did you use 2 cups of tomato juice
or tomato sauce, I can’t remember!
4. What if your vegetable supplier sells you all the day old vegetables. How did you chose him? Well he is the friend
of a friend.
5. What if your oven sometimes does not work and it takes an extra 2 hours to bake the pizza?
6. What if your delivery guy sometimes takes too much time delivering a pizza. I have a feeling he is just wasting time
so he works less. Some of the customers have complained that they get their pizzas delivered after 2 hours!
Just getting the product right is not enough. You need a sustainable business and happy customers.

14. Quality Assurance
So in the case of your restaurant, you need to:
1. Control how you are select and evaluate your Chef. When you hire him, make him do a test pizza sample. Check his
previous experience, training and qualifications. Also evaluate his performance every 6 months.
2. Ensure that your refrigerator goes through preventive maintenance checks. Check the thermometer every 3 hours
and log the temperature on a log sheet.
3. Document all your recipes and ensure they have a backup. When changes are made to the recipes, destroy the old
recipes.
4. Make sure you have multiple vegetable suppliers. Select them based on different criteria such as cleanliness,
hygiene, financial situation, who their other clients are, etc.
5. Ensure that people know who they report to. All drivers, chefs, waiters and waitresses report to the Restaurant
Manager. Give the restaurant Manager authority to give people disciplinary actions if their performance drops.
By doing the above, you are putting controls on different parts of the business process and making sure they are
working correctly. That’s Quality Assurance! So how does ISO 9001 fit into all this?
Quality Assurance is making sure that each stage of your process is controlled. It is not only checking
the product, but making sure the business processes are functioning correctly.

15. ISO 9001
ISO 9001 is an International Standard that lists requirements for organizations to follow. These requirements
touch every aspect of a business, such as:
If you follow the requirements of ISO 9001, you will have controls in place for every aspect of your business. If
every aspect of your business runs well, naturally you should have a good final product!
• Top Management
• Procurement
• Design
• Operations
• Quality
• Human Resources
• Design
• Planning
• Delivery
Lets go back to our Pizza restaurant, the next 3 slides will show:
1. The Process to Make a Pizza
2. The Process to Make a Pizza with Department Names
3. The Process to Make a Pizza with ISO 9001 Requirement Numbers

16. ISO 9001
PIZZA
LETS MAKE
GET A RECIPE
CHEF UP
HEAT THE
OVENPUT THEM
TOGETHER
GET YOUR
INGREDIENTS
BAKE IT
This is the process to make a pizza
HAPPY
CUSTOMER?

17. ISO 9001
PIZZA
LETS MAKE
GET A RECIPE
CHEF UP
HEAT THE
OVENPUT THEM
TOGETHER
GET YOUR
INGREDIENTS
BAKE IT
HUMAN RESOURCES
DEPARTMENT
OPERATIONS
DEPARTMENT
OPERATIONS
DEPARTMENT
QUALITY
DEPARTMENT
ESTIMATION &
PLANNING
DEPARTMENT
PROCUREMENT
DEPARTMENT
WORKSHOP
This is the process to make a pizza with
responsible Departments
HAPPY
CUSTOMER?
SERVE OR
DELIVER
OPERATIONS
DEPARTMENT

18. ISO 9001
PIZZA
LETS MAKE
GET A RECIPE
CHEF UP
HEAT THE
OVENPUT THEM
TOGETHER
GET YOUR
INGREDIENTS
BAKE IT
Clause 7.1.2 & 7.2 Clause 8.5.1
8.5.1
Clause 9.1.2
Clause 4.4.1, 6.1 & 8.3
Section 8.4
Clause 7.1.3
This is the process to make a pizza with
reference to ISO 9001 requirement clauses
HAPPY
CUSTOMER?
SERVE OR
DELIVER
Clause 8.6

19. ISO 9001
Well OK, I get what Quality Assurance and ISO 9001 are, but I’ve read the standard and I
UNDERSTOOD NOTHING.
ISO 9001 is an International Standard prepared to be used by all types of companies:
1. For Profit
2. Non-Profit
3. Business
It is also meant for different sized companies
1. Single person startups
2. Small and medium sized enterprises (SME’s)
3. Huge Corporations
4. International Groups of Companies
It is also meant for different sectors
1. Oil & Gas
2. Retail
3. Hospitality
4. Logistics
5. Many Many More!
And because the audience is so huge, the wording sometimes sounds a bit overcomplicated and
vague. Think about it, if ISO 9001 was written in simple language and specific, then it would not
be applicable to everyone.

20. ISO 9001
Lets take examples from the standard and explain them in human language.
ISO 9001:2015 Clause 8.7.1 states The organization shall ensure that outputs that do not conform to their
requirements are identified and controlled to prevent their unintended use or delivery.
Translation for Our Pizza Business: If anything tastes funny, throw it in the trash.
ISO 9001:2015 Clause 7.2 states The organization determine the necessary competence of person(s) doing
work under its control that affects the performance and effectiveness of the quality management system.
Translation for Our Pizza Business: I need a chef that knows how to cook, a driver that knows how to drive and a
server who knows how to serve.
ISO 9001:2015 Clause 7.5.3.1 states Documented information required by the quality management system and
by this international standard shall be controlled to ensure:
Translation for Our Pizza Business: Make sure the menus are updated and available for the customers
So you see, its very simple. Just takes time to get used to it.

21. THANK YOU