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www.harlowinterna.onal. com 1
ISO 9001:2015
1Prepared & Presented By: Ahmed Moftah
www.harlowinternational.com
What is ISO 9001?
• ISO 9001 is an international standard that sets out the
requirements for a QUALITY MANAGEMENT SYSTEM. It helps
businesses and organizations to be more efficient and improve
customer satisfaction.
• ISO 9001 is relevant to any organization, large or small, whatever
its product or service, in any sector of activity.
• The ISO 9001 is a process standard not a product or service
standard.
2
www.harlowinternational.com
BenefitsofISO9001
• Work in a more efficient way as all your processes will be aligned and
understood by everyone in the business or organization. This increases
productivity and efficiency, bringing internal costs down.
• Put your customers first, making sure you consistently meet their needs
and enhance their satisfaction.
• Enhanced involvement of people in improvement activities.
• Enhanced trust and collaboration throughout the organization.
3
www.harlowinternational.com
Whatisaqualitymanagementsystem?
• A quality management system is a way of defining how an organization
can meet the requirements of its customers and other stakeholders
affected by its work whether internal or external.
4
• The QMS is not just one piece of paper or a
single code of conduct to be used; it is a
whole system documenting procedures,
responsibilities and records to achieve
effective management and communication.
www.harlowinternational.com
BenefitsofQualityManagementSystem
• A QMS will ensure that all procedures, forms and records are efficient
and fit for purpose.
• Identifying responsibilities for each and every employee whatever
their role is, and hence accountability will arise.
• No one deliberately does mistakes, if an employee is told how to do
something, they will do it RIGHT!
5
www.harlowinternational.com
BenefitsofQualityManagementSystem
6
• Ultimately reduce time and errors in any process.
• Unite the company’s goals and hence achieving objectives.
• When operating at high rates, a proper QMS will force the company to
be as efficient as possible.
QUALITY
PEOPLE
QUALITY
PROCESSESS
QUALITY
OUTPUTS
QUALITY
INPUTS
www.harlowinternational.com
CaseStudy
7
Employee returning from leave to BIAP
• Employee arrives at BIAP and no one is there to collect him/her.
• Calls the number sent in the arrival brief but the number is wrong.
• Leaves the terminal for a smoke.
• Feels threatened and gets harassed.
www.harlowinternational.com
IdentifyingtheIssues
8
• The team due to collect the employee was tasked shortly before the
arrival time and hence was late – No clear line manager and/or an
improper record maintaining system.
• The number placed in the arrival brief sent was from an improper
source – No contacts database kept and/or poor revision.
• The employee didn’t read the arrival brief that specifically says not to
leave the terminal – Irresponsibility or negligence from the employee.
• The employee wasn’t properly trained – Induction Training and HET
course not delivered to employee and/or an improper record
maintaining system.
www.harlowinternational.com
HavingaQMS
9
• Identifies clear management lines, authorities and responsibilities for
all employees.
• Forces record keeping in a proper manner i.e. contacts database,
training database, tasks database.
• Making the employee aware of their significance, hence increasing the
feeling of responsibility.
• Having a clear procedure that all employees should undergo training
sessions according to their positions.
www.harlowinternational.com 10
• Keep records that
you’re following the
Policies and
Procedures
• Have Continual
Improvement
• Follow your Policies
and Procedures
• Have Policies and
Procedures covering
your operations
Say
What
You Do
Do
What
You Say
Prove It
Improve
It
ISO9001&QMS
www.harlowinternational.com
HowtoGetThere?
• Read Procedures & Policies.
• Not just follow but raise any points you see that are inapplicable or
faulty.
• It is crucial that everyone is supportive to the implementation of the
system. Team Work is the way!
• Think of change as a process not as an event, Continual Improvement,
for the QMS to be efficient it should be continually updated &
improved.
11
www.harlowinternational.com 12
TheSystemStructure
ISO
9001
QUALITY
MANUAL
POLICIES &
PROCEDURES
FORMS & RECORDS
www.harlowinternational.com
Summary
ISO 9001 is not just about certification, applying the system itself will:
• Improve performance of the company.
• Enhance customer satisfaction, opening up new markets and
opportunities.
• Clarify our goals and approaches to all employees giving them a clear
vision.
13

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ISO 9001:2015 Introduction to Management

  • 1. www.harlowinterna.onal. com 1 ISO 9001:2015 1Prepared & Presented By: Ahmed Moftah
  • 2. www.harlowinternational.com What is ISO 9001? • ISO 9001 is an international standard that sets out the requirements for a QUALITY MANAGEMENT SYSTEM. It helps businesses and organizations to be more efficient and improve customer satisfaction. • ISO 9001 is relevant to any organization, large or small, whatever its product or service, in any sector of activity. • The ISO 9001 is a process standard not a product or service standard. 2
  • 3. www.harlowinternational.com BenefitsofISO9001 • Work in a more efficient way as all your processes will be aligned and understood by everyone in the business or organization. This increases productivity and efficiency, bringing internal costs down. • Put your customers first, making sure you consistently meet their needs and enhance their satisfaction. • Enhanced involvement of people in improvement activities. • Enhanced trust and collaboration throughout the organization. 3
  • 4. www.harlowinternational.com Whatisaqualitymanagementsystem? • A quality management system is a way of defining how an organization can meet the requirements of its customers and other stakeholders affected by its work whether internal or external. 4 • The QMS is not just one piece of paper or a single code of conduct to be used; it is a whole system documenting procedures, responsibilities and records to achieve effective management and communication.
  • 5. www.harlowinternational.com BenefitsofQualityManagementSystem • A QMS will ensure that all procedures, forms and records are efficient and fit for purpose. • Identifying responsibilities for each and every employee whatever their role is, and hence accountability will arise. • No one deliberately does mistakes, if an employee is told how to do something, they will do it RIGHT! 5
  • 6. www.harlowinternational.com BenefitsofQualityManagementSystem 6 • Ultimately reduce time and errors in any process. • Unite the company’s goals and hence achieving objectives. • When operating at high rates, a proper QMS will force the company to be as efficient as possible. QUALITY PEOPLE QUALITY PROCESSESS QUALITY OUTPUTS QUALITY INPUTS
  • 7. www.harlowinternational.com CaseStudy 7 Employee returning from leave to BIAP • Employee arrives at BIAP and no one is there to collect him/her. • Calls the number sent in the arrival brief but the number is wrong. • Leaves the terminal for a smoke. • Feels threatened and gets harassed.
  • 8. www.harlowinternational.com IdentifyingtheIssues 8 • The team due to collect the employee was tasked shortly before the arrival time and hence was late – No clear line manager and/or an improper record maintaining system. • The number placed in the arrival brief sent was from an improper source – No contacts database kept and/or poor revision. • The employee didn’t read the arrival brief that specifically says not to leave the terminal – Irresponsibility or negligence from the employee. • The employee wasn’t properly trained – Induction Training and HET course not delivered to employee and/or an improper record maintaining system.
  • 9. www.harlowinternational.com HavingaQMS 9 • Identifies clear management lines, authorities and responsibilities for all employees. • Forces record keeping in a proper manner i.e. contacts database, training database, tasks database. • Making the employee aware of their significance, hence increasing the feeling of responsibility. • Having a clear procedure that all employees should undergo training sessions according to their positions.
  • 10. www.harlowinternational.com 10 • Keep records that you’re following the Policies and Procedures • Have Continual Improvement • Follow your Policies and Procedures • Have Policies and Procedures covering your operations Say What You Do Do What You Say Prove It Improve It ISO9001&QMS
  • 11. www.harlowinternational.com HowtoGetThere? • Read Procedures & Policies. • Not just follow but raise any points you see that are inapplicable or faulty. • It is crucial that everyone is supportive to the implementation of the system. Team Work is the way! • Think of change as a process not as an event, Continual Improvement, for the QMS to be efficient it should be continually updated & improved. 11
  • 13. www.harlowinternational.com Summary ISO 9001 is not just about certification, applying the system itself will: • Improve performance of the company. • Enhance customer satisfaction, opening up new markets and opportunities. • Clarify our goals and approaches to all employees giving them a clear vision. 13