2. ISO 9001: 2000ISO 9001: 2000
QualityQuality
ManagementManagement
System (QMS)System (QMS)
3. What is a Quality Management System?What is a Quality Management System?
It is a management system to direct and control anIt is a management system to direct and control an
organization with regard toorganization with regard to qualityquality, a combination of, a combination of
resources and means with whichresources and means with which qualityquality is realized.is realized.
A set of procedures for determining and implementingA set of procedures for determining and implementing
the intentions of an organization with regards tothe intentions of an organization with regards to
qualityquality
Defined policies and procedures that provide a formalDefined policies and procedures that provide a formal
framework describing the way an organization conductsframework describing the way an organization conducts
its core business.its core business.
4. What is QUALITY?What is QUALITY?
Quality is how the recipientQuality is how the recipient
of a product or serviceof a product or service
views it; before buying,views it; before buying,
upon delivery and afterupon delivery and after
buying (or use)buying (or use)
5. What is QUALITY?What is QUALITY?
Defined by ISO:Defined by ISO:
The degree to which a set of inherentThe degree to which a set of inherent
characteristics fulfils requirementscharacteristics fulfils requirements
6. What is QUALITY?What is QUALITY?
The Totality of features andThe Totality of features and
characteristics of a product orcharacteristics of a product or
service and its ability to satisfyservice and its ability to satisfy
stated or implied needsstated or implied needs
Quality = Customer SatisfactionQuality = Customer Satisfaction
7. What is QUALITY?What is QUALITY?
Conformance to requirementsConformance to requirements
Fitness for useFitness for use
Meeting customer expectationsMeeting customer expectations
(satisfy)(satisfy)
Exceeding customer expectationsExceeding customer expectations
(delight)(delight)
Superiority to competitorsSuperiority to competitors
8. ISOISO (pronounced I-so)(pronounced I-so)
What or Who is ISO?What or Who is ISO?
Founded in 1947 by a group ofFounded in 1947 by a group of
delegates from 25 countries.delegates from 25 countries.
Objective to facilitate internationalObjective to facilitate international
coordination and unification ofcoordination and unification of
industrial standardsindustrial standards
ISO home base is in Geneva,ISO home base is in Geneva,
SwitzerlandSwitzerland
9. What or who is ISO?What or who is ISO?
ISO is now the world’s largestISO is now the world’s largest
developer and publisher ofdeveloper and publisher of
International StandardsInternational Standards
It is a network of National StandardIt is a network of National Standard
Institutes of 157 countriesInstitutes of 157 countries
It is a non-governmentalIt is a non-governmental
organization that forms a bridgeorganization that forms a bridge
between public & private sectorsbetween public & private sectors..
10. Origin of the acronym ISOOrigin of the acronym ISO
Hasdifferent acronymsin different languages.Hasdifferent acronymsin different languages.
Theorganization decided on oneall purposeTheorganization decided on oneall purpose
acronym: ISOacronym: ISO
From theGreek,From theGreek, iso siso s, which means, which means EQUALEQUAL
Conveysideaof equalityConveysideaof equality
Standardsweredeveloped to placeorganizationsStandardsweredeveloped to placeorganizations
on equal footingon equal footing
11. Purpose of StandardsPurpose of Standards Makes development, manufacturing and supply of productsMakes development, manufacturing and supply of products
more efficient, safer and cleanermore efficient, safer and cleaner
Facilitates trade between countries and makes it fairerFacilitates trade between countries and makes it fairer
Provides governments with technical base for health, safety andProvides governments with technical base for health, safety and
environmental legislation and conformity assessmentenvironmental legislation and conformity assessment
To share technological advances and good management practiceTo share technological advances and good management practice
To disseminate innovationTo disseminate innovation
Safeguards consumers and users in general, of products andSafeguards consumers and users in general, of products and
servicesservices
Makes life simpler by providing solutions to common problemsMakes life simpler by providing solutions to common problems
12. ISO standards are voluntary i.e.ISO standards are voluntary i.e.
organizations can decide whether theyorganizations can decide whether they
want to adopt these standards andwant to adopt these standards and
seek certification.seek certification.
Although voluntary, ISO standards mayAlthough voluntary, ISO standards may
become a market requirementbecome a market requirement
ISO is VoluntaryISO is Voluntary
13. Why implement a QMS?Why implement a QMS?
Helps lower production costs via fewerHelps lower production costs via fewer
non conformances, less rework,non conformances, less rework,
lowered rejection rates, fewer mistakeslowered rejection rates, fewer mistakes
and streamlines processesand streamlines processes
Some markets require itSome markets require it
Some customers require it forSome customers require it for
qualification for conductingqualification for conducting
businessbusiness
14. BenefitsBenefits
Involves people and gets them to think the processInvolves people and gets them to think the process
throughthrough
Solved problems are recorded to avoid duplicationSolved problems are recorded to avoid duplication
and the need to solve the problem againand the need to solve the problem again
OptimizesOptimizes COMPANYCOMPANY performance rather thanperformance rather than
DEPARTMENTDEPARTMENT performanceperformance
15. BenefitsBenefits
Makes responsibilities clear and creates conditionsMakes responsibilities clear and creates conditions
of self control and traceabilityof self control and traceability
Provides legitimacy, visibility and authority for theProvides legitimacy, visibility and authority for the
actions required to execute planned arrangementsactions required to execute planned arrangements
Improves communication and provides consistencyImproves communication and provides consistency
and predictability in carrying out repetitive tasksand predictability in carrying out repetitive tasks
16. BenefitsBenefits
Provides Training and reference material for new peopleProvides Training and reference material for new people
Provides authoritative reference in the event of conflictProvides authoritative reference in the event of conflict
Provides criteria for the audit of practices and proceduresProvides criteria for the audit of practices and procedures
Is an excellent marketing tool for prospective clientsIs an excellent marketing tool for prospective clients
17. Benefits to TAPBenefits to TAP
Marketing advantage in that consumers are secure in theMarketing advantage in that consumers are secure in the
knowledge that our QMS meets International Standardsknowledge that our QMS meets International Standards
National and International recognitionNational and International recognition
Ensures consistent qualityEnsures consistent quality
Improves quality consciousness amongst employeesImproves quality consciousness amongst employees
