1. New definition of quality:
“Degree to which a set of
inherent characteristics
fulfils requirements”
ISO 9000:2000, Quality management systems –
fundamentals and vocabulary.
1

2. WHAT IS ISO
• ISO (pronounced aizo) is a Greek word
that means equal.
• It is a set of international standards
prepared by the International
Organisation for Standardization, a
voluntary body that has representation
from more than 100 countries and is
headquartered in Geneva
2

3. History of ISO
The International Organization for
Standardization (ISO) was formed in 1946 in
Geneva Switzerland. The ISO’s intention was to
promote the development of international
standards and related activities so as to foster the
increased trade of products and services between
countries. ISO was initially focused on the
increasing technological complexities in engineering
and defence industries where consequences of
failure were very high. Today the ISO 9000
standards have been mandated by many
governments and organizations around the world.
3

4. Purpose of ISO
• Harmonise standards at international level.
• Ensure consistency of output
• Make organisations more competitive by
reducing wastage at various places in the
company
4

5. ISO 9000 Standards
• A number of standards have been issued since its
inception about 50 years ago.
• The first set of harmonised standards on Quality
Assurance were issued in the year 1987.
• Subsequent revision was done in the year 1994.
• Last revision has been done in 2000
• New structure is process based and more generic
in nature,
• Clearly based on the Plan – Do – Check – Act
principle
• Recommendatory in nature.
• They do not over-ride the laws of any country.
5

6. ISO – 9000:2000 Family
The previous 20 standards are now replaced by four:
• ISO 9000: Quality Management Systems –
Fundamental & Vocabulary
• ISO 9001: Quality Management System –
Requirements
• ISO 9004: Quality Management System –
Guidance for performance improvement
• ISO 19011: Guidelines for auditing quality &
environmental management systems.
6

7. The ISO 9000:2000 requirements
EXPECTED PLANNED
QUALITY QUALITY
by the Customer by the Company
Measurement of the Measurement of the
Client’s satisfaction Performance of the Company
PERCEIVED PRODUCED
QUALITY QUALITY
by the Customer by the Company
7

8. The 8 principles of TQM …
• Customer focus
• Customer focus
• Leadership
• Leadership
• Empowerment
• Empowerment
• Process approach
• Process approach
• Systemic approach
• Systemic approach
• Continuous improvement
• Continuous improvement
• Decisions based on facts
• Decisions based on facts
• Relationship with suppliers mutually beneficiary
• Relationship with suppliers mutually beneficiary
8

9. The 8 principles of TQM …
Transition towards TQM
Quality Control
Quality Control Quality Management
Quality Management
Past
Past Future
Future
Detect faults
Detect faults Prevent errors
Prevent errors
Look for guilty persons
Look for guilty persons Look for faults in the processes
Look for faults in the processes
Accuse
Accuse Help, Moderate, Facilitate
Help, Moderate, Facilitate
Punish
Punish Motivate
Motivate
Micro-management
Micro-management Systematic and systemic management
Systematic and systemic management
9

10. The 8 principles of TQM …
Empowerment?
VOICE OF THE
CUSTOMER
VOICE OF THE VOICE OF
MANAGEMENT THE PERSONNEL
VOICE OF
THE SOCIETY
10

11. The 8 principles of TQM …
Continuous improvement ?
Deming’s
Deming’s
wheel
wheel
(P.D.C.A.)
(P.D.C.A.) PLAN DO
ACT CHECK Continuous
Improvement
ISO
9000
11

12. The ISO 9000:2000 requirements
5 sections of requirements to translate in practice
The 8 principles of TQM
4- QUALITY MANAGEMENT SYSTEMS
(QMS, documentation requirements)
5- MANAGEMENT RESPONSIBILITY
(Management commitment, Customer focus, Quality Policy, Planning,
Responsibility, Authority and Communication, Management Review)
6- RESOURCE MANAGEMENT
(Provision of Resources, Human Resources, Infrastructure, Work
Environment)
7- PRODUCT REALIZATION
(Planning, Customer Related Processes, Design and Development),
Purchasing, Service Provision, Control of Measuring Devices)
8- MEASUREMENT, ANALYSIS AND IMPROVEMENT
(Monitoring and Measurement, Control of Non-conforming Product,
Analysis of Data, Improvement)
12

13. The 8 principles of TQM …
Systemic approach ?
Continuous improvement of the
Quality Management System
Management
Responsibility
Satisfaction
Measurement,
Resource
CLIENT
CLIENT
Analysis and
Management
Improvement
Requirements
Product /
Input Output Product
Service
Data Data Service
Realization
13

14. Presentation of ISO 9000:2000
“A COHERENT PAIR”:
•ISO 9001:2000 – Quality Management Systems:
REQUIREMENTS (WHAT ?)
ISO 9001 oriented effectiveness and certification,
•ISO 9004:2000 - Quality Management Systems:
GUIDELINES FOR PERFORMANCE IMPROVEMENTS
(HOW ...?)
ISO 9004 oriented effectiveness and efficiency
14

15. Self- Assessment Tool
Very Strong / Alway
Small / Sometimes
Management system (sample)
Not At All /Never
Strong / Often
1- Have you defined in writing the
Mission of your company?
2- Is it appropriately deployed in
operational objectives and action plans?
3- Is there meetings between the personnel
and the management on a regular basis?
15

16. Self- Assessment Tool
Very Strong / Alway
Small / Sometimes
Quality system (sample)
Not At All /Never
Strong / Often
1- Are written procedures available?
2- Is there an internal quality audit system
in place?
3- Are non-conformities formally recorded
and corrected?
16

17. Self- Assessment Tool
Very Strong / Alway
Small / Sometimes
Human Resources (sample)
Not At All /Never
Strong / Often
1- Is there job descriptions in place for
all the personnel?
2- Is there a formal system in place for the
yearly evaluation of performance?
3- Is the training of the personnel well
adapted to the needs?
17

18. Self- Assessment Tool
Very Strong / Alway
Small / Sometimes
Customer focus (sample)
Not At All /Never
Strong / Often
1- Are you formally “listening”the voice
of your customers on a regular basis?
2- Is there a system in place for the
treatment of the complaints of your
customers?
3- Do you measure the level of satisfaction
of your customers?
18