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Implementing Quality Assurance through ISO9000

This document outlines the methodology for implementing ISO 9000 quality assurance standards within organizations. It highlights EUROCONTROL's role in facilitating awareness, training, and internal auditing. Key steps include organizing roles, providing necessary resources, documenting management systems, controlling processes, keeping activity records, and continuously improving operations. The transition from ISO 9000:1994 to ISO 9001:2000 emphasizes customer focus and performance measurement through Key Performance Indicators (KPIs). The guide serves as a valuable resource for those seeking to enhance their quality management systems effectively.

bernard-madden
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Implementing Quality Assurance through ISO9000

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  1. Implementing Quality Assurancethrough ISO9000 Paul Bosman mailto:paul.bosman@eurocontrol.int http://www.eurocontrol.int/ais

  2. EUROCONTROL’s role • Facilitate through • Awareness • Workshops/Training • Introduction • Implementation • ISO9001-2000 • Internal Auditing • Quality Manager Forum • Generic Procedure development (SDP & OPADD)

  3. Do you do ? • 1 GET ORGANISED • define roles, responsibilities, interfaces • 2 PROVIDE RESOURCES • human resources, facilities, work environment • 3 DOCUMENT YOUR MANAGEMENT SYSTEM • establish processes/procedures, control documents • 4 CONTROL PROCESSES • identify and plan processes, control operations • 5 KEEP RECORDS OF ACTIVITIES • evidence of effective operation • 6 MONITOR AND MEASURE PERFORMANCE • customer satisfaction, process/product, audits • 7 IMPROVE THE MANAGEMENT SYSTEM • identify problems, analyse data, correct and prevent Is ISO9000 !

  4. ISO9000:1994-->ISO9001-2000 • What’s new • Customer focus • Measuring processes, products and customer satisfaction • Continuous improvement • Hereby Key Performance Indicators (KPIs) are the essential elements of measurement and monitoring, and these in turn are used in Service Level Agreements (SLAs) • Within AIS AHEAD, an AIS Top12 KPI has been developed

  5. Typical ISO 9001 Action Plan

  6. Lessons learned • High level mandates are a must • Misconception: ISO9000=Paper • Management System (not a quality control system) • Do it yourself • Costs (rules of thumb) • 10% of working force • External fees on consultancy/training + Auditor • 18 months • All would do it again ! See also http://www.iso.ch

  7. Conclusion Biggest risk of non-achievement is yourself

  8. However !Do not run before you can walk • Quality Assurance can start as well through • Standard Procedures --> Static & dynamic data handling • Key Performance Indicators (KPIs) • Self Assessment --> Application of Best Practices • User Surveys • Awareness sessions • Peer review • ... • ...

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