This document provides an overview of quality management systems and ISO 9001:2008 certification. It discusses how customer expectations have changed from a time when customers had less choice to today's buyer's market where customers expect high quality and reliability. Implementing a quality management system helps organizations understand customer requirements and establish processes to consistently meet those requirements. Obtaining ISO 9001:2008 certification provides both internal benefits like improved productivity and employee satisfaction, as well as external benefits such as improved quality image and ability to enter global markets.

1. QUALITY MANAGEMENT SYSTEM
AWARENESS TRAINING
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Before Now
 Customer has less choice Customer has more choice
 Customer use to get goods Customer’s get goods and
locally service from all over the world
 Customer not expect on Customer expects high
quality quality.
 Not focused on reliability Customer expects high
reliability
 Seller’s market Buyer’s market
To remain in market we need to become world class.
Our product must have regular quality and reliability.

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WHY QUALITY MANAGEMENT SYSTEM ?
 Customer requires / expect product / service with characteristics
that satisfy their needs & expectation.
 Customer requirement are specified contractually by the
customer or may be determined by the organization in the form
of
Tech specification
Product / process standards
Contractual agreements
Constitutional / authoritarian requirement

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HISTORY OF ISO
 ISO – International Organization for standardization.
 Head quartered in Geneva, Switzerland
 Membership of 157 countries
 India is Founder Member Of ISO
 ISO 9001:2008 – Current Version is fourth Edition
 Applicable to all types of Organization.

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 System Standard – Not a product related standard.
 ISO 9001 : 2008 Certificate Valid for 3 years subject to yearly
surveillance audit.
 Proven set of standards – used by Organization world wide for
system development, improvement.

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TERMS AND DEFINITIONS
 ORGANIZATION : Group of people & facilities with an
arrangement of responsibilities, authorities and relationships.
 QUALITY : Degree to which a set of characteristics fulfills
requirements which are confirmed / indirect and legal /
necessary requirements.
 MANAGEMENT : Coordinate activities to direct and control
an organization.
 SYSTEM : Set of interrelated and interacting elements.

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 MANAGEMENT SYSTEM : System to establish policy ,
objectives and to achieve those objectives.
 QUALITY MANAGEMENT SYSTEM
Management system to direct and control an organization
with regard to quality of product / service provide to the
customer.
 PROCESS : Set of interrelated & interacting activities which
transforms inputs into output.
 PROJECT : Unique process consisting of a set of
coordinate activates with start and finish dates, undertaken
to achieve an objective conforming to specific requirement
including the constraints of cost, time and resources.

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 CUSTOMER : Organization or person who receives a product /
service provided.
 SUPPLIER : Organization or person who provides a product
Ex: Producer , distributor ,retailer , contractor.
 INTRESTED PARTY : Person or group having an interest in the
performance or success of an organization.
Ex : Customers, owners, stack holder, employess,supplier,bankers.

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WHAT IS QUALITY MANAGEMENT SYSTEM ?
 An approach which encourages an organization to understand
and analyze customer requirement.
 Identify and establish suitable process that contribute to the
realization of product / service acceptable to the customer.
 These processes have to be controlled.
 Provides confidence to the organization and its customers
that, it able to provide product / service that consistently
fulfill requirement.

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BENEFITS OF ISO 9001 : 2008 CERTIFICATION (External)
 Organization gets a identification to enter into the global market.
 The quality image of the organization is improved in the eyes of
the public.
 Productivity and profitability improve due to reduction failure /
wastes.
 Prevent unhappy customer.

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BENEFITS OF ISO 9001 : 2008 CERTIFICATION (Internal)
 Helps in optimum utilization of resources.
 Reduces friction & stress within the organization, brings clarity &
focus due to clear definition of business objective,
responsibility,authorities of personnel and customers need.
 Reduction in process cycle time.
 Increase employee confidence.
 Develops satisfaction of work excellence in employees and ensures
their success.

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