Guía fácil para implementar desde 0 un sistema de gestión de calidad

1. PROCESSESTO ENHANCE
PERFORMANCE AND SATISFACTION
QUALITY
MANAGEMENT SYSTEM
– ISO
Valentina González Camino
@ValentinaGlezC
www.linkedin.com/in/valentina-gonzalez-camino

2. •Introduction
•Principles
•Reasons
Quality Management Systems
•Facts & numbers
•Steps followed
QMS in Engineering Company
•ISO 9001:2015
•Requirements & Steps
Unified Monofloor /Compatible QMS

3. •Introduction
•Principles
•Reasons
Quality Management Systems
•Facts & numbers
•Steps followed
QMS in Engineering Company
•ISO 9001:2015
•Requirements & Steps
Unified Monofloor /Compatible QMS

4. A Quality Management System is a
collection of policies, procedures,
plans, resources, processes, practices,
and the specification of responsibilities
and authority of an organization
designed to achieve product and
service quality levels, customer
satisfaction and company objectives.
Quality management system is a
collection of business processes
focused on consistently meeting
customer requirements and
enhancing their satisfaction
Quality management system - Introduction

5. Quality management ensures that an organization, product
or service is consistent. It has four main components: quality
planning, quality assurance, quality control and quality
improvement. Quality management is focused not only on
product and service quality, but also on the means to achieve
it. Quality management, therefore, uses quality assurance and
control of processes as well as products to achieve more
consistent quality
Quality management system - Dynamism

6. Leadership – unity of purpose, organizational
direction, empowerment, achieve objectives
Customer Focus – understand needs, meet
requirements, exceed expectations
Involvement of People – fully involved
employees, to benefit the organization
Process Approach – accomplishments by
processes, resources must be managed
Quality management system -
Principles

7. System Approach to Management- processes are
managed as a system
Continual Improvement – permanently applied to the
organization, its people, their processes, their systems
and their products
Factual Approach to Decision Making – decisions
based on analysis of accurate, relevant and reliable
data
Mutually Beneficial Supplier relationships –
organization and suppliers benefit from each other’s
resources and knowledge
Quality management system -
Principles

8. • Order Processing
• Production planning
• Measurement of service
• Calibration
• Internal Audit
• Corrective Action
• Control of non conforming services
• Purchasing processes such as supplier selection and monitoring
• ISO9001 requires that the performance of these processes be
measured, analysed and continually improved, and the results of
this form an input into the management review process.
Quality Management Systems - Process

9. To improve organizational effectiveness
To improve customer satisfaction
To improve product and service quality and
consistency
To improve compliance
To conform to major customer requirements
To improve competitive posture
To improve credibility and image
To improve organizational culture
To improve documentation
Main reasons to implement a
QMS

10. Are we
following the
processes
correctly?
Do we have the
evidence to prove it?

11. •Introduction
•Principles
•Reasons
Quality Management Systems
•Facts & numbers
•Steps followed
QMS in Engineering Company
•ISO 9001:2015
•Requirements & Steps
Unified Monofloor /Compatible QMS

12. ISO 9001:2008
Implementation date 01-07-2014
Company issuing certificate BSI
First external audit 11-12-2014
Stamp registered 08-01-2015
Nº of Certificate FS 623754
Expiry date 08-01-2018
Hours /year ca. 100 (12,5)
Invoiced by issuer 1.125€/758€
Some facts & numbers

13. Steps followed
• Firm resolution to get the certificate
• Hire quality consultant / help from group
• Establish quality policy & scope
• Redefine business processes
• Prepare quality guidelines and docs
• Establish quality metrics
• Prepare work instructions
• Quality training for all employees
• Conduct brief assessment audits
• Internal audit
• Management review
• Registration audit

14. Establish policy and scope

15. Redefine business processes
SHARE FLOWCHARTS & PROCESS MANAGEMENT
CHARTS

16. Redefine business processes
SHARE FLOWCHARTS & PROCESS MANAGEMENT
CHARTS

17. Elements of a Quality Management
System
 Quality policy
 Quality objectives
 Organizational structure and
responsibilities
 Data Management
 Processes - including purchasing
 Service quality leading to Customer
satisfaction
 Continuous improvement including
corrective actions
 Quality instruments
 Control of Document
Prepare quality guidelines & docs

18. Quality Policy – describes the organizations approach to
quality
Quality Guidelines – Addresses each principle of the ISO
9000 Standard & guide all employees
Organizational Chart
Illustrates managements responsibility for
operating the quality system
Quality Objectives
Goals related to quality – must be in sync with the
Quality Policy
Assigned to organizational functions
Tracked by Top Management
Quality Procedures
Step by step what the company does to meet policy
A procedure for each ISO principle
Processes for procedures that affect quality
Forms. Records etc.
Proof of activities
Documentation for auditors
Ensure consistency of the firms operations
Verify conformance to standards
Prepare quality guidelines & docs

19. Establish quality metrics
 Identifying KPI
 Number of requests
 Ratio of projects won
 Clients’ satisfaction grade
 Profitability ratio

20. Prepare work instructions
 New forms to record all projects and information
 New commercial quotations including all services to be covered
 New input forms (static calculations, plans, customer’s
satisfaction)
 New reports (including all services offered in the quotation)
 New records to track all the services and actions (TS, Profitability)

21. Quality training for all employees
Engagement of people
Competent, empowered and engaged people at all levels throughout the
organization are essential to enhance its capability to create and deliver value.
Rationale
To manage an organization effectively and efficiently, it is important to involve
all people at all levels and to respect them as individuals. Recognition,
empowerment and enhancement of competence facilitate the engagement of
people in achieving the organization’s quality objectives

22. •Introduction
•Principles
•Reasons
Quality Management Systems
•Facts & numbers
•Steps followed
QMS in Engineering Company
•ISO 9001:2015
•Requirements & Steps
Unified Monofloor /Compatible QMS

23. ISO 9001:2015
Advantages:
 Enables you to better align and integrate multiple
management standards
 Takes a risk-based approach, becoming a tool for
preventive action
 Moves away from prescriptive paperwork
Reasons for a new revision:
 Technology
 Global economy
 Business models

24. Deadline:
 Sept. 2018
ISO 9001:2015
Profits:
 Bringing Quality and Continuous Improvement
 Introduction of Risk & Opportunity Management
 An Integrated Approach

25.  Is it possible?
 Will it be profitable?
 Are we able to do it?
 Are we willing to do it?
Requirements & Steps

26.  What do we need?
 People certification
 Equipment's calibration
 Standard quotations and
report
 Other requirements
Requirements & Steps

27.  What steps are to be taken?
 Help required
 Collaboration required
 Deadlines suggested
Requirements & Steps