The document discusses ISO 9001 and ISO 9004 quality management standards. ISO 9001 helps organizations implement quality management systems to meet requirements, while ISO 9004 provides guidelines for performance improvement. Both standards are designed to work together as organizations focus on continual improvement to meet customer needs and achieve excellence.

1. ISO 9001 : 2000 ISO 9004 : 2000 Agustini West Coast University (ISO : International Organization for Standardization’s)

4. EXPECTED QUALITY by the Customer PLANNED QUALITY by the Company PRODUCED QUALITY by the Company PERCEIVED QUALITY by the Customer Measurement of the Performance of the Company Me a sure ment of the Client’s satisfaction The ISO 9000:2000 requirements

9. Basic process model MANAGEMENT ACTIVITIES ENABLERS CUSTOMER INPUTS CUSTOMER SATISFACTION DESIRED OUTPUTS

10. The 9 criteria of the EFQM Model The percentages were established following a wide ranging survey to collect views We acknowledge here the key role of leadership, policy and strategy, the management of people and the management of partnerships and resources. EFQM : European Foundation for Quality Management Innovation and Learning Leadership 100 points (10%) Processes 140 points (14%) Key Performance Results 150 points (15%) People 90 points (9%) Policy and Strategy 80 points (8%) Partnerships & Resources 90 points (9%) People Results 90 points (9%) Customer Results 200 points (20%) Society Results 60 points (6%) Capacity 500 points (50%) Results 500 points (50%) Results Enablers

11. Process Model (ISO 9001:2000) Management responsibility Measurement , analysis , improvement Resource management QUALITY MANAGEMENT SYSTEM CONTINUAL IMPROVEMENT OF C u s t o m e r R e q u i r e m e n t s C u s t o m e r Product realization Input Output Product S a t i s f a c t i o n

12. Process Model (ISO 9004:2000) Management responsibility Measurement , analysis , improvement Resource management QUALITY MANAGEMENT SYSTEM CONTINUAL IMPROVEMENT OF R e q u i r e m e n t s Product realization Input Output Product S a t i s f a c t i o n I n t e r e s t e d P a r t i e s I n t e r e s t e d P a r t i e s

19. Potential Benefits and Opportunities for Organizations

24. Analysis of Data Organizational Objectives Customer requirements Statutory & regulatory requirements Defect rate and customer returns QMS controls Purchasing Examples of objectives set by the Organization

25. Analysis of Data Examples of results recorded by the Organization Organizational Results Customer satisfaction Statutory & regulatory compliance Quality system metrics Inspection and test Supplier performance Organizational Objectives Customer requirements Statutory & regulatory requirements Defect rate and customer returns QMS controls Purchasing

26. Effectiveness of the QMS Organizational Objectives Organizational Results The gap measures the lack of effectiveness of the quality management system. The narrower the gap, the more effective the QMS. Things are looking good! 0 0 100 100

27. Effectiveness of the QMS Organizational Objectives Organizational Results Management should get a wake up warning! The gap measures the lack of effectiveness of the quality management system. 0 0 100 100

28. Effectiveness of the QMS Organizational Objectives Organizational Results The Organization is in trouble! The gap measures the lack of effectiveness of the quality management system.

29. Improvement in the QMS Organizational Objectives Organizational Results Improvement can also be measured % 100 75 50 25 0 Improvement in the QMS

30. Improvement in the QMS Organizational Objectives Organizational Results Customer Focus Corrective Action Procurement Improvement Initiatives These actions may cause the organization to revise its objectives .

31. Management Review The improvement processes are also evaluated during management review meetings and appropriate action taken. Which may cause the organization to again revise its objectives. Organizational Objectives Organizational Results 0 0 100 100 Customer Focus Corrective Action Procurement Improvement Initiatives Management Review

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