Quality for Service Organization related to ISO

1. Quality for Service
Organizations
Implementation of ISO 9001:2000 for
Service Sector

2. Overview
 ISO is the International Organization for Standardization.
 It is made up of national standards institutes from countries large
and small, industrialized, developing or in transition in all regions of
the world
 ISO develops voluntary technical standards, which add value to all
type of business applications
 ISO –non governmental sector-establish in 1947
 ISO standards help raise levels of quality, safety, reliability,
efficiency, compatibility and interchangeability and provide these
benefits at an economical cost.

3. What are Standards
 Standards are documented agreements containing
technical specification or other precise criteria to be
used consistently as rules, guidelines or definition of
charactics, to ensure that materials, products,
processes and services are fit for their purpose

4. How are ISO standard developed
in Service Sector?
 ISO follows principles.
◦ Consensus
◦ Industry Wide
◦ Voluntary
On this principles ISO can be applied to
all service sectors

5. Certifying Bodies
 Several Certifying bodies like
◦ BVQI
◦ BIS
◦ KPMG
◦ DNV
◦ TUV

6. ISO Certificates in Different Service
Sector
• ISO 9000-Quality Management System Certificate
• ISO 14001-Environment Management System
• QS 9000- Quality System for automotive industry
• SA 8000- Social Accountability (retailer and manufacture)
• HACCP- Hazard Analysis Critical Control Points (food safety
certification)
• OHSAS 18001 – Occupational Health and Safety Certification
Software Specific:
 CMM
 Six Sigma
 ISO 27000 – (Internet security Management)

7. Difference Between Product Company /
Service Company
 Product Company • Service Company
◦ Client Interface low • Client interface high
◦ Specification verifiable (customize)
easily • Interpretation and
◦ Variability low perception
• Variability high
Service Sector Issues
-Intangibility -Heterogeneity/Personal
Dependency
-Value Perception
-Demand Fluctuations
-Simultaneous Production and
Delivery -Customer’s Participation in
Delivery
-Timeliness
-Inconsistencies
-Infrastructure

8. WHAT Solve
HOW you Whole
Customer
will provide problem
Wants
Customer knows
Yes No
You
knows Yes
No

9. What is Quality
 Meeting agreed requirements between organization and
customer
 Full feeling legal requirements
 Full feeling your own organization’s requirements
Purpose of Quality
•Customer Satisfaction
•Consistency of Service/Production
“ The Quality of Product is largely determined by the
Quality of the process that is used to develop and maintain
it.”- By juran, Deming. Based on TQM

10. What is Quality Management
System
 ISO 9000, the international standard specifies Quality Management
System, requirement for use where an organization’s capability to
provide confirming products and/or services needs to be
demonstrated.
 ISO 9000 is aimed primarily at achieving CUSTOMER
SATISFACTION by meeting customer and applicable
regulatory requirements through application of the system, its
continual improvement and the prevention of non-conformities at
all stages.
 The standard requirements are generic and apply to all product
categories and any industry sector.
 It is applicable to all type and sizes of organizations and can also be
used by internal and external parties.

11. QMS Aspects
1. Management Responsibility
2. Resource Management (Men, Material,
Money and Methods)
3. Making & Delivering a Product
4. Monitoring & Improving your
Product/Process

12. 3. Making & Delivering Product
 PDCA-Plan, Do, Check, Act Cycle
 Quality Plan
 Customer Requirement
 Purchase
 Production/Service Plan

13. Quality Plan
• Means what you want?
• How you going to achieve your goal?
• More detail quality plan more effect to customers
• What we provide, how, when etc.
• Detail plan depends on customer, service etc
• If you have proper plan, you can offer missing things.

14. Customer Requirements
 Confirm the audience’s needs if
you are not sure
Quality Value
 State the needs of the audience
 Requirements, offers, agreed
requirement cycle
 Agreed requirement –people
Customer
who deliver it should be agreed
Satisfaction
 Review it
 Simply draw attention
 Additional requirement
(Change management)
Service

15. Purchase
a. Item, service, subcontract
b. Have a process for selecting vendors
c. Method of verifying if this vendor will be
suitable for your organization
d. “Purchase order”- complete details of
product/service you want
e. Verify your received product
f. Evaluate/monitor performance of vendor

16. Production/Service Plan
a. Production/service schedule plan
depends on business nature (how)
b. Equipments
c. Instruments
d. Work instruction
e. Periodic /In process checking-Inspection
f. Calibrated instruments.

17. 1. Management Responsibility
 Management Commitment
 Customer focus
 Quality policy
 Planning
◦ Quality objectives
◦ Quality management system planning
 Responsibility, authority, and communication
◦ Responsibility and authority
◦ Management representative
◦ Internal communications
 Management review
◦ General
◦ Review input
◦ Review output

18. 2. Resource Management
 Provision of Resources
 Human Resources
◦ General
◦ Competence, Awareness, and Training
 Infrastructure
 Work Environment

19. 4.Monitoring and Improving Product
 General
 Monitoring and Measurement
◦ Customer Satisfaction
◦ Internal Quality Audit
◦ Stage wise Monitoring and Measurement of
Product/Processes
 Control of Nonconforming product
 Analysis of Data
 Improvement
◦ Continual Improvement
◦ Corrective action
◦ Preventive action

20. How to Achieve Service Quality
 Defining service Quality
 Process Interaction
 Service Mix
 Service Validation
 Service Control Condition
 Training and Service personal Policy
 Service Delivery Validation
 Dimension of customer Perception
 Work Environment

21. Service Failure/Recovery
 Types of Complaints/Non Conformities
 Non Availability of Equipment
 Non Availability of Staff
 Service Tolerance
 Service Recovery Policies
 Data Analysis Tools and Techniques
 Why customers don’t complaint?

22. Benefits of Good Services
 Customers Loyalty
◦ Repeat business
◦ Positive word of mouth
◦ Premium of good service
◦ Cross selling
 Job Satisfaction
◦ Morale
◦ Pride of ownership

23. Quality Management Principle
 Customer Focus
 Leadership
 Continual Improvement
 Facts Based Decision Making
 Involvement of people
 Process Approach
 System Approach
 Mutually beneficial suppliers/associates
relationships

24. Steps in ISO
There are various points which defines the way a
company or an organization can get the certificate.