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Introduction to ISO 9000 Standards

Introduction to ISO 9000 Standards. A few words about ISO. Refer to “ISO” not I-S-O Because “ISO” is not a set of initials but an international name Derived from the Greek word “ isos ” meaning “equal” Long name in English I nternational O rganization for S tandardization.

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Introduction to ISO 9000 Standards

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  1. Introduction to ISO 9000 Standards

  2. A few words about ISO • Refer to “ISO” not I-S-O • Because “ISO” is not a set of initials but an international name • Derived from the Greek word “isos”meaning “equal” • Long name in English International Organization for Standardization

  3. A few words about ISO (cont.) • Whatever the country, whatever the language the short form is always “ISO”

  4. Who is ISO? • ISO is an international agency consisting of 156 member countries including Kenya • ISO was formed in 1947 and is based in Geneva, Switzerland • It develops international standards to foster increased trade of products and services • By July 2005, ISO had published over 15,000 standards

  5. The ISO 9000 Family fame • Most widely known and successful series of standards • Gaining wider interest in new management of Public administrations • Represents an international consensus on good management practices • Is a tried and tested framework of managing your business process

  6. What is ISO 9000? • A set of standardized requirements for quality management system • Applicable to any organization regardless of it’s size or whether public or private sector • As at December 2004 over 670,399 companies had received certification from 70,364 in 1994.

  7. The ISO 9000 Family Four Primary standards • ISO 9000:2005, QMS – Fundamentals and Vocabulary • ISO 9001:2000, QMS – Requirements • ISO 9004:2000, QMS – Guidelines for performance improvements • ISO 19011:2002, Guidelines on quality and/or environmental systems auditing

  8. ISO 9000:2005 – Vocabulary (examples) • Process– set of interrelated or interacting activities which transform inputs into outputs • Product– result of a process • Top management – a person or group of people who direct and control an organization at the highest level • Requirement – need or expectation that is stated, generally implied or obligatory • Customer satisfaction – customer’s perception of the degree to which the requirements have been fulfilled

  9. ISO 9001:2000 • 0 – Introduction • 1 – Scope • 2 – Normative reference • 3 – Terms and definitions • 4 – Quality Management system • 5 – Management responsibility • 6 – Resource Management • 7 – Product realization • 8 – Measurement, analysis & improvement

  10. How to use ISO 9000 family • ISO 9000 to comprehend the principles of quality management, function of quality management and correct use of terms • ISO 9001 to assess a QMS or specify generic requirements for a QMS • ISO 9004 to improve the QMS • ISO 19011 to manage an internal and external audit programme

  11. Features of ISO 9000 standards • Based on Eight Quality Management principles as the philosophy • Consistent in terminology • Emphasis on processes • Employs QMS process model • Embraces the spirit of Continual Improvement • Allows for permissible Exclusions

  12. The Process Approach • The “Plan-Do-Check-Act” cycle, also known as the “Deming Cycle” • A dynamic cycle that is deployed to organization’s processes • Associated with the planning, implementation, control and continual improvement

  13. Process Approach (P-D-C-A) Note in Clause 0.2 Plan: establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization's policies; Do: implement the processes; Check: monitor and measure processes and product against policies, objectives and requirements for the product and report the results; Act: take actions to continually improve process performance;

  14. BENEFITS OF IMPLEMENTATION OF ISO 9000 QMS • To operate efficiently • To achieve customer satisfaction • To improve financial results • Satisfy all the stakeholders • To secure sustainability

  15. Internal benefits include:- • Increased productivity • Less scrap and rework • Increased employee satisfaction • Continual improvement • Increased profits

  16. EXTERNAL/MARKETING BENEFITS INCLUDE:- • An internationally recognised QMS • Increased opportunities in specific markets • Increased customer satisfaction

  17. What do others say? • Customer satisfaction 67% • Quality of product/services 57% • Improved productivity 60% • Retained customers 51% • Improved bottom-line (Profit) 48% • Greater market share 37%

  18. Thanks for your Attention Questions ?

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