Management of ISO Quality

SUMITTED BY:
. SHAILESH SINGH
MBA, Marketing and Operations
S.G.S.I.T.S, Indore

Management of Quality
Quality Management Systems

ISO 9001 and ISO 14001 in brief
 ISO 9001 and ISO 14001 are among ISO's most well
known standards ever.
 They are implemented by some 887 770 organizations
in 161 countries.
 ISO 9001 helps organizations to implement quality
management.
 ISO 14001 helps organizations to implement
environmental management.

Quality management
 ISO 9001 is for quality management.
 Quality refers to all those features of a product (or
service) which are required by the customer.
 Quality management means what the organization
does to
 ensure that its products or services satisfy the
customer's quality requirements and
 comply with any regulations applicable to those
products or services.

Quality management (cont.)
Quality management also means what the
organization does to
enhance customer satisfaction, and
achieve continual improvement of its
performance.

Environmental management
ISO 14001 is for environmental
management. This means what the
organization does to:
minimize harmful effects on the
environment caused by its activities,
to conform to applicable regulatory
requirements, and to
achieve continual improvement of its
environmental performance.

Generic standards
ISO 9001 and ISO 14001 are generic
standards.
Generic means that the same standards
can be applied:
to any organization, large or small,
whatever its product or service,
in any sector of activity, and
whether it is a business enterprise, a
public administration, or a government
department.

Generic standards (cont.)
Generic also signifies that
no matter what the organization's scope of
activity
if it wants to establish a quality
management system, ISO 9001 gives the
essential features
or if it wants to establish an
environmental management system,
ISO 14001 gives the essential features.

Management systems
 Management system means what the organization
does to manage its processes, or activities in order that
 its products or services meet the organization’s
objectives, such as
 satisfying the customer's quality requirements,
 complying to regulations, or
 meeting environmental objectives

Management systems
 To be really efficient and effective, the organization can
manage its way of doing things by systemizing it.
 Nothing important is left out.
 Everyone is clear about who is responsible for doing
what, when, how, why and where.
 Management system standards provide the organization
with an international, state-of-the-art model to follow.

Management systems (cont.)
Large organizations, or ones with
complicated processes, could not function
well without management systems.
Companies in such fields as aerospace,
automobiles, defence, or health care
devices have been operating management
systems for years.
The ISO 9001 and ISO 14001
management system standards now make
these successful practices available for all
organizations.

Processes, not products
Both ISO 9001 and ISO 14001 concern
the way an organization goes about its
work.
They are not product standards.
They are not service standards.
They are process standards.
They can be used by product
manufacturers and service providers.

Processes, not products (cont.)
Processes affect final products or
services.
ISO 9001 gives the requirements for what
the organization must do to manage
processes affecting quality of its
products and services.
ISO 14001 gives the requirements for
what the organization must do to manage
processes affecting the impact of its
activities on the environment.

Certification and registration
Certification is known in some countries
as registration.
It means that an independent, external
body has audited an organization's
management system and verified that it
conforms to the requirements specified in
the standard (ISO 9001 or ISO 14001).
ISO does not carry out certification and
does not issue or approve certificates,

Accreditation
 Accreditation is like certification of the certification
body.
 It means the formal approval by a specialized body - an
accreditation body - that a certification body is competent
to carry out ISO 9001:2000 or ISO 14001:2004
certification in specified business sectors.
 Certificates issued by accredited certification bodies -
and known as accredited certificates - may be
perceived on the market as having increased credibility.
 ISO does not carry out or approve accreditations.

Certification not a requirement
Certification is not a requirement of ISO
90001 or ISO 14001.
The organization can implement and
benefit from an ISO 9001 or ISO 14001
system without having it certified.
The organization can implement them for
the internal benefits without spending
money on a certification programme.

Certification is a business decision
Certification is a decision to be taken for
business reasons:
if it is a contractual, regulatory, or market
requirement,
If it meets customer preferences
it is part of a risk management
programme, or
if it will motivate staff by setting a clear
goal.

ISO does not certify
ISO does not carry out ISO 9001 or ISO
14001 certification.
ISO does not issue certificates.
ISO does not accredit, approve or control
the certification bodies.
ISO develops standards and guides to
encourage good practice in accreditation
and certification.

Consolidation of ISO 9000 family - Current 20
standards to be replaced by four:
 ISO 9000: Quality management systems- Fundamentals &
vocabulary
 ISO 9001: Quality management systems - Requirements
 ISO 9004: Quality management systems - Guidance for
performance improvement
 *ISO 19011: Guidelines for auditing quality & environmental
management systems
To be supported by technical reports
Overview Of ISO 9001 : 2000

Sector Specific Standards
AS9100: Aerospace Industry
ISO TS 16949: Automotive Suppliers
TL 9000: Telecommunications

ISO 9001 : 2000
 Some basics
Applicability : Universal
Aim : Enhancing customer satisfaction
Scope : As per the requirements of the organization

01 General
Strategic decision - adoption of QMS
QMS design & implementation is organisation
specific
Standard can be used by internal & external
parties to assess the ability to meet customer,
regulatory and organisation’s own
requirements
QMS requirements are complementary to
technical requirements for product
ISO 9001:2000

The Process Approach .
Process approach to quality
management encouraged
. Introduces & explains the process
model as conceptual presentation of
QMS requirements specified
ISO 9001:2000

Processes
Process
Activities
+
Resources
Input Output
Controls
(e.g.procedure)

Processes - understand interactions
Process
A
Process
D
Process
B
Process
C
Input
Output
Controls

C
U
S
T
O
M
E
R
C
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S
T
O
M
E
R
Management
responsibility
Resource
management
Measurement, analysis,
improvement
ProductProduct
realisation
Quality Management System
Continual Improvement
R
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S
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f
a
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Input
Output
The QMS Model

Process and System Approach
 Identify and manage processes
 Determine the sequence and interaction of processes
 Determine the criteria and methods to ensure effective
operation of the processes
 Measure, monitor, analyse the processes and implement
actions necessary to achieve planned results and
continual improvement
 Ensure availability of information necessary to operate
processes
(ISO 9001:2000 clause 4.1)

Plan
Do
Verify
Correct
The Demming Cycle

The recognition process
Understanding the standard requirements
Establishment of a quality management
system
Certification
Accrual of benefits

 The requirements :
Quality Management System
Management Responsibility
Resources Management
Product Realization
Measurement, Analysis & Improvement
ISO 9001:2000

Clauses 0 - 3
Introduction
Scope
Normative references
Terms and definitions
ISO 9001:2000

Clause 4
QMS requirements
 Process approach
 Documentation requirements
ISO 9001:2000

Clause 5
Management responsibility
 Commitment, Customer focus
 Policy, Objectives, Planning, Communication
ISO 9001:2000

ISO 9001:2000
Clause 6
Resource Management
Human resources
Infrastructure
Work Environment

ISO 9001:2000
Clause 7
Product Realization
 Planning
 Marketing, selling, design, production, purchase…

ISO 9001:2000
Clause 8
Measurement, Analysis & Improvement
 Measure, Analyse and improve…

Myths
 “ISO is only documentation”
 “ISO is expensive”
 “ISO is for the auditor”
 “ISO is the responsibility of MR”
 “ISO will drastically improve results immediately”
 “ISO is TQM”

Benefits of certification
Commercial
Non-commercial

Enhanced customer satisfaction and
loyalty
Reduced quality costs
Increased competitiveness
Improved internal transfer of know how
Improved morale and motivation of staff

Benefits : Commercial
Competitiveness
Customer confidence
Exports
Governmental recognition

Benefits : Non-commercial
Quality, an essential requirement today
Continual improvement, another
necessity
 Effect on costs –
Higher quality costs less
Quality has one of the highest ROI
Almost the entire standard is preventative in
nature !

Benefits : Non commercial
 Opportunity to integrate systems
 Inspiring confidence to the management and people
of the organization
 Transparency
 Identification of non conformities
 Reduced errors
 Internal quality audits
 Prestige
 Improved morale of staff
 Improvements becoming a way of life
 A stepping stone to TQM

To Summarise Generic
 Goes beyond quality assurance to include
customer satisfaction
 Based on 8 quality management principles
 Process approach
 Allows tailoring to business but does not loose
sight of customer focus
 Low on documentation and high on effectiveness
(performance)
 Focuses on continual improvements through:
Quality objectives
Corrective and Preventive actions

Certification of quality system to ISO 9001
as a “bonus”:
Tangible proof that the company’s quality
system complies with internationally
recognised standard.
Avoidance of multiple second party audits.
Marketing edge.
Certificate
ISO 9001

An opportunity to eliminate any excessive
documentation requirements

Top management
commitment
Formation of
Steering committee
Understanding
The standard
Review of the
Existing
system
Gap Analysis
Time bound
Action plan to
Fill gaps
Internal Audits
And
Management
Reviews
Pre-assessment
review
Certification
Audit
THE CERTIFICATION PROCESS

Continual Improvement
Problem Solving
Techniques
 Cause & effect diagram
 Pareto analysis
 Flowcharting
 Brain storming

How to effectively approach the project?
 Steering committee and task force
 Diagnosis of an existing system
 Execution plan
 Training
 Planning, Re- engineering,
Documenting
 Implementation
 Audits and review
 Possible changes

Identification and
control of processes,
their sequence and
interaction is critical
for effective quality
management

IMPLEMENTING THE STANDARD
STEP 1
TOP MANAGEMENT COMMITMENT
A basic requirement for any quality
initiative
Direction,monitoring and motivational
aspects

STEP 2
FORMATION OF A STEERING
COMMITTEE
To ‘legitimise’ the issue
Should include top/middle/junior
management personnel
Regular review of progress


STEP 3
UNDERSTANDING THE STANDARD
Attend training programmes
Organise ‘Awareness’ programmes for all
Interpretation to the organisational practice
Appointment of a external expert if
necessary

 STEP 4
 REVIEW OF THE EXISTING SYSTEM
 Review of all current practices, written or
otherwise
 Review for
1. Adequacy
2. Suitability
3. Effectiveness

 STEP 5
 GAP ANALYSIS
» Gap between the current
practices and ISO 9001
requirements
» A checklist could be useful

STEP 6
TIME BOUND ACTION PLAN TO FILL
THE GAPS
For documentation
For compliance
For suitability
For adequacy
For effectiveness

STEP 7
INTERNAL AUDITS & MANAGEMENT
REVIEWS
To evaluate adequacy of documentation
To evaluate compliance
To evaluate effectiveness

STEP 8
PRE-ASSESMENT
By an external agency – usually the
certification body
In good time before the certification audit

STEP 9
CERTIFICATION AUDIT
By the certification body

STEP 10
CONTINUED COMPLIANCE
By reviews
By audits – internal
By audits -- external

Quality system is for the organisation, and
not organisation for the system.

Unnecessary changes should not be
imposed.
Always consider:
company culture;
operating philosophy;
nature of business;
market environment.

Flaws to avoid:
System that is not tailored to suit the
organization’s mode of operation

Flaws to avoid:
Insufficient training, communication &
awareness

Certification Process
Contract Review
Initial Audit
Certification
Surveillance
Re-certification audit
Certificate
ISO 9001

Scope of certification
Standard
Products covered
Locations covered
Elements of organisation covered

Accreditation
To ensure uniform standard of
certification
To ensure recognition of certificates

The ISO 14000 family
 ISO 14001 is the standard that gives the requirements
for an environmental management system.
 ISO 14001:2004 is the latest, improved version.
 It is the only standard in the ISO 14000 family that can
be used for certification.
 The ISO 14000 family includes 21 other standards that
can help an organization specific aspects such as
auditing, environmental labelling, life cycle analysis…

What is an EMS?
 Systematic way of managing an organization’s
environmental affairs
 Based on Plan-Do-Check-Act Model (PDCA)
 Focused on Continual Improvement of system
 Addresses immediate and long-term impact of
an organization’s products, services and
processes on the environment.
 A tool to improve environmental performance

EMS Model
Policy
Planning
Implementation
Checking
Corrective Action
Management
Review
Based on the P-
D-C-A Model, Plan-Do-
Check-Act

Why Implement an EMS?
To get your environmental ducks in a
row!
 Struggling to stay in compliance and keep track
of regulations/laws
 Environmental management just one of many
responsibilities
 Establish a framework to move beyond
compliance
 Vehicle for positive change; improved employee
morale, enhanced public image
 Employee turnover

Why Implement an EMS ?
More reasons:
 Helps to identify the causes of environmental
problems.
better to make a product right the first time
cheaper to prevent a spill or other accident
cost effective to prevent pollution
 Trade and competitive issues
Inconsistency in environmental regulation and
enforcement
 Many individual parts may already
be in place – just need to unify under
the EMS umbrella!

ISO 14000: A series of standards
 Created by the International Organization of
Standardization, a non-governmental organization
(NGO) established in 1947, located in Switzerland
(see handout for more info)
ISO is not an acronym - from the Greek iso, meaning
equal (as in isothermal)
 ISO is a worldwide federation of national
standards bodies from over 100 countries;
American National Standards Institute (ANSI) is
US representative
They have created many standards: ISO 9000, film
speeds

ISO 14000 Family
A series of guidance documents and
standards to help organizations address
environmental issues. Ones below deal
with EMS.
14001: Environmental Management Systems
14004: EMS general guidelines
14010: Guidelines for Environmental Auditing
14011: Guidelines for Auditing of an EMS
14012: Auditing - Qualification criteria

To Whom Do the Standards Apply?
Standard is Voluntary
Large and Small Business & Industry
Service Sectors (hospitals, hotels, etc.)
City and County Government
Applicable to all types of organizations, of
all sizes anywhere in the world

Becoming ISO 14001 certified
 ISO 14001 is the only certification standard
 Registration body examines EMS for
conformity to the ISO 14001 standard
 Not a compliance audit, an EMS audit
 Facility awarded registration
 Does NOT mean that products are more
environmentally friendly
 Does mean have a documented EMS that is
fully implemented and consistently followed

External Drivers for ISO
14001?
 Suppliers encouraged to consider an EMS
by:
IBM
Xerox (30,000)
Bristol-Myers Squibb (15,000)
Ford and GM
Toyota- choice of 3
MP&M, Others??
 Approx. 271,000 ISO 9000 certifications
worldwide (est. 380 NC certifications)

World
Picture
 30,303 ISO 14001 cert. in world as of 6/01
 1,480 ISO 14001 cert. in US as of 6/01
 54 companies known certified in NC, and one
municipality
 US is 5th in number of certifications behind
Japan (6,648), the UK (2,500), Germany (2,400),
and Sweden (1,911)

17 Requirements in ISO 14001
Env. Policy 4.2 Document control 4.4.5
Env. Aspects 4.3.1 Operational control 4.4.6
Legal and other req. 4.3.2 Emergency preparedness and
response 4.4.7
Obj. and targets 4.3.3 Monitoring and measurement 4.5.1
Env. Mgmt. Program 4.3.4 Corrective/preventive action 4.5.2
Structure and Responsibility 4.4.1 Records 4.5.3
Training, awareness, and
competence 4.4.2
EMS audit 4.5.4
Communication 4.4.3 Management Review 4.6
EMS documentation 4.4.4

ISO 14001 Key Elements
Policy Statement
Identification of Significant Environmental
Impacts
Development of Objectives and Targets
Implementation Plan to Meet Obj. and Targets
Training
Management
Review
How you meet the elements is up to you

ISO 14001 Policy Statement (4.2)
 Management’s declaration of commitment to
the environment.
 Policy Statement
3 Main Elements (Big 3)
Commitment to Compliance
Commitment to Prevention of Pollution, and
Commitment to Continual Improvement
 Broader definition of pollution prevention
 Available to Interested Parties

EMS Policy Statement
 Must be appropriate to the nature, scale and
environmental impacts of the organization’s
activities, products or services
 Provides a framework for setting and
reviewing objectives and targets
 Way of communicating environmental
mission internally and externally
 Broader definition of pollution prevention
than EPA’s: not just source reduction,
but also recycling, treatment,
disposal, and material substitution

Aspects and Impacts (4.3.1)
 An organization evaluates and
addresses its own significant aspects,
including non-regulated aspects
 May be positive or negative
 Think from the fenceline:
Aspect: Cause or Input: Element of an
organization’s activities, products, or services
which can interact with the environment
Impact: Effect or Output: Any change to the
environment, whether adverse or beneficial,
resulting from an organization’s activities,
products, or services

Aspects and Impacts
 Consider:
Air emissions
Solid/hazardous waste
Water effluents
Contamination of land
Noise, vibration and odor
Land use, energy use, water use
Raw material and resource use
Positive environmental issues
 Example:
Aspect - Radioactive material
Impact – Transportation and storage issues;
Environmental contamination
Not just
regulated issues!

Ranking/Significance Scoring
Consider:
 Environmental Concerns
Regulatory/legal exposure; health/env. risks;
conservation
 Business Concerns:
Effect on the public image; community concerns
Cost savings; cost recovery period; equipment/facility
 Other issues:
Scale, duration, and zone of impact
Probability of occurrence - frequent, likely, possible,
rarely, unlikely
Severity of impact - catastrophic, severe, moderate,
minor

Example Significance Matrix
Activity,
Product,
Service
Aspect Impact Legal
Liability
Public
Concern
Frequency Severity OSR Significance
(OSR>2.5)
Dissolve
Mineral
Ore
Water
use
Resource
depletion
1 3 2 1 1.75 No
Natural
Gas
Use
Resource
depletion
1 1 2 2 1.50 No
Natural
Gas
Use
Air
pollution
(Nox)
1 2 2 1 1.50 No
Use of
Strong
Acids
Spills to
land or
water
3 2 3 3 2.75 Yes

Legal and Other Environmental
Requirements (4.3.2)
 Setting legal framework for the EMS
have a procedure to identify and access the legal
requirements: state, federal, local
have a documented system for keeping up-to-date
communicate to the right people
 Industry-specific requirements
 CMA Responsible Care
Int’l.Chamber of Commerce (ICC) Charter
 Other voluntary requirements
 EPA ClimateWise, WasteWise, 33/50 Program
 Green Seal

Planning (4.3)
Establish
obj./target
Review policy
Determine significant
impacts
Determine legal/
other rqmts.

Objectives &Targets (4.3.3)
 The organization shall establish and maintain
documented environmental objectives and
targets.
 Can include commitment to:
reduce waste
reduce or eliminate release of pollutant
design product to minimize environmental
impact in production, use, and disposal.
 Be realistic. Keep objectives simple, flexible,
and measurable.

OBJECTIVES & TARGETS
 Reduce generation of
hazardous waste
 Improve indoor air
quality by reducing
solvent odors
 Prevent spills
 Reduce electrical use
 Reduce spent solvent
by 80% by 01/2002
 Reduce emissions by
90% by 05/2002
 Max. of 2 /yr. by 2003
 Reduce electricity use
by 10% by 08/2002

Planning
Establish
obj./target
Review policy
Determine
significant impacts
Determine legal/
other rqmts.
Develop Env.
Mgmt. program

Env. Mgmt. Program
 Plan: Switch to aqueous cleaning process
 Action- Substitute water based cleaning process
for vapor degreasing process
 Responsibilities - Process Engineering
 Schedule -
Bench top trials - 2 months (date)
Full scale pilot - 3 months (date)
Implementation period - 1 month (date)
 Resources needed - 1 FTE for 4 months
- Est. Budget $12,000

Implementation (4.4)
 Structure/responsibility (4.4.1)
 Training, awareness, & competence (4.4.2)
 Communication (internal/external) (4.4.3)
 Env. Mgmt. System Documentation (4.4.4)
 Document control (4.4.5)
 Operational control (4.4.6)
 Emergency preparedness
and response (4.4.7)
Sections overlap: For example, 4.4.2 and 4.4.6 require that employees
have info. on EMS as well as knowledge of environmental impacts
from operations and activities

(4.4.2) Training: Ex. Training Matrix
Document Title Document # Rev
Coleman
Keeter
Larry
Cummings
Diane
Shumate
Opal
Morgan
Beth
Eckert
Janet
Maddox
Nancy
Matherly
Christina
Johnson
Bobby
Hanna
Charlie
Graham
DavidHux
JimEiden
Awareness Training N/A N/A 5/9/00 5/9/00 8/11/00 8/29/00 NR 5/9/00 5/12/00 9/11/00 5/12/00 5/12/00 5/9/00 5/11/00
Environment Management System Manual EMS-0100.000 0 NR 2/14/00 NR 3/8/00
EMS Review Procedure EMS-0100.001 0
8/30/00 2/14/00 NR 4/10/00 5/8/00 3/8/00
Document Control Procedure EMS-0100.002 0 2/14/00 NR 4/10/00 5/8/00 3/8/00
Aspects and Impacts Procedure EMS-0100.003 0 5/15/00 2/14/00 NR 5/10/00 5/8/00 3/8/00
Corrective/Preventative Action Report
Procedure
EMS-0100.004 2 5/9/00 5/9/00 8/30/00 8/29/00 NR 5/9/00 8/28/00 9/11/00 8/30/00 8/30/00 5/9/00 5/9/00
Training Procedure EMS-0100.005 1 12/18/00 NR 4/10/00 12/18/00 12/18/00
Roles and Responsibilities Listing EMS-0100.006 0 8/30/00 2/14/00 8/30/00 8/29/00 NR 4/10/00 1/27/00 5/8/00 3/8/00
Objective and Targets - Improvement Plan
Summary
EMS-0100.007 1
NR 8/29/00 NR
External Communications Procedure EMS-0100.008 1 6/28/00 6/28/00 8/11/00 8/29/00 NR 6/28/00 6/29/00 9/11/00 8/30/00 8/30/00 8/4/00 6/28/00
Environmental Management System Audit EMS-0100.011 0 NR 5/8/00
Sewer Overflow / Reporting Procedure
(Press Release);Media List; Distribution list;
Emergency Phone list
EMS-0100.012 3
NR 9/1/00 NR 9/1/00
Monitoring and Measuring Procedure EMS-0100.013 0 NR NR
Legal and Other Requirements EMS-0101.001 1 NR
EMS Management Procedures

Document Title Document # Revision Retain Frequency Controlled Copy Locations
Environment Management
System Manual
EMS-0100.000 0 As
Needed
As Needed w U: Drive
1. Long Creek Operations
2. Crowders Conf. Room
3. PW Director’s Office
4. Pretreatment Office
5. Superintendent's Office
EMS Review Procedure EMS-0100.001 0 As
Needed
Document Control Procedure EMS-0100.002 0 As
Needed
ENVIRONMENTAL MANAGEMENT SYSTEM DOCUMENTS
Procedures for Environmental Management System
(4.4.5) Document Control – Ex.
Matrix

Checking/Corrective Action
(4.5)
Monitoring and
Measuring
(4.5.1)
Records
(4.5.3)
Non-conformance and
Corrective/Preventive
Action
(4.5.2)EMS Auditing
(4.5.4)

(4.5.1) Monitoring
and Measuring
 The organization shall establish and maintain
documented procedures to monitor and
measure ... the key characteristics of its
operations that can have a significant impact
on the environment.
 Track how well the system is working
 Measure the key characteristics of those
activities that can have significant impacts
 Analyze the root causes of problems

(4.5.2) Non Conformance
and Corrective and
Preventive Action
 Develop procedure for investigating,
correcting, and preventing system
deficiencies
 Set up process for assigning
responsibilities for and tracking
completion of corrective action
 Set up process to revise EMS
procedures based on corrective actions

(4.5.3) Records
 The organization shall establish and
maintain procedures for the
identification, maintenance and
disposition of environmental records
 Include - training records, audits,
management reviews

(4.5.4) EMS Auditing
Develop internal EMS audit program
Are all EMS requirements met?
(Are we meeting the standard?)
Is the system working?
(Are we doing what we said we would?)
Determine audit frequency and procedures;
train auditors; keep records of audits,
findings, and follow up actions

EMS Model (Plan-Do-Check-Act)
Policy
Planning
Implementation
Checking
Corrective Action
Management
Review

(4.6) Management Review
 Reviews EMS to ensure its continuing
suitability, adequacy and effectiveness
 Reviews process to ensure necessary
information is collected for evaluation
 Review must be documented
 Consider changes to:
policy
objectives
other EMS elements

Thoughts on Going for ISO 14001
 Attend an overview class (need a champion,
know what’s coming)
 Start with gap analysis or “road map”
 6-18 months to design and fully implement
 Work in teams or task groups
 Staff resources
 Incorporate Health and Safety?
 Level of Involvement of Suppliers/Contractors
 Training (internal/lead auditor, overview)
 Using an accredited trainer/registrar

Benefits of ISO 9001 and ISO 14001
International, expert consensus on state-
of-the-art practices for quality and
environmental management.
Common language for dealing with
customers and suppliers worldwide in
B2B.
Increase efficiency and effectiveness.
Model for continual improvement.

(cont.)
Model for satisfying customers and other
stakeholders.
Build quality into products and services
from design onwards.
Address environmental concerns of
customers and public, and comply with
government regulations.
Integrate with global economy.

(cont.)
Sustainable business
Unifying base for industry sectors
Qualify suppliers for global supply
chains
Technical support for regulations

(cont.)
Transfer of good practice to developing
countries
Tools for new economic players
Regional integration
Facilitate rise of services

Management of ISO Quality

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