Professional Documents
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SUBMITTED BY: SAPNA KAPOOR- 1 SHIWANGI CHOUDHARY- 2 VIDHI MANGLIK- 23 SUBMITTED TO: Dr. SUMEET SINGH JASIAL
ACKNOWLEDGEMENT
We take this opportunity to express our gratitude to all those people who extended their cooperation and played an important role in successful completion of this project. It is our foremost duty to offer our service acknowledgment to those honourable personalities of the department who have been a constant source of inspiration and support for preparing this project. We are grateful to Dr. Sumeet Singh Jasial to act as an adherent source of help and motivation. This project would not have been successfully completed without his guidance and instructions. Hope our effort would be duly recognized and be a work of appreciation of from our mentor who has burnt the midnight oil to render his helping hands to amateurs like us and developed confidence in us to make this project a successful one.
TABLE OF CONTENTS
TOPICS ISO ISO Standards ISO 9000 Case Study: Metflex ISO 14000 Case Study: Copley Square Hotel Difference between ISO 9000 and PAGE NO. 4 5 9 17 20 25
14000
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ISO STANDARDS
ISO has developed over 19000 International Standards on a variety of subjects and more than 1000 new standards are published every year. The full range of technical fields can be seen from the listing International Standards. Users can browse that listing to find bibliographic information on each standard and, in many cases, a brief abstract. The online ISO standards listing integrate both the ISO catalogue of published standards and the ISO Technical programme of standards under development. International standards are designated with the format ISO[/IEC] [/ASTM] [IS] nnnnn[p]:[yyyy] Title, where nnnnn is the number of the standard, p is an optional part number, yyyy is the year published, and Title describes the subject.
WHAT STANDARDS DO
ISO Standards: Make the development, manufacturing and supply of product and services more efficient, safer and cleaner. Facilitate trade between countries and make it fairer. Provide governments with the technical base for health, safety and environmental legislation, and conformity assessment. Share technological advances and good management practice. Disseminate innovation. Safeguards consumers and users in general, of products and services. Make life simpler by providing solutions to common problems.
Every working day of the year, an average of eight ISO meetings is taking place somewhere in the world. In between meetings, the experts continue the standards' development work by correspondence. Increasingly, their contacts are made by electronic means and some ISO technical bodies have already gone over entirely to working electronically, which speeds up the development of standards and cuts travel costs.
The ISO 9000 series standards have been adopted by some 45 countries and its equivalent standard in the Indian context is the Bureau of Indian Standards' (BIS) 14000 series. In the United States, the series is known as the ANSI/ASQC Q 9000 series. The standard finds its origin in the European Community (EC) July 1985 product liability directives (also known as the single market directives) which state that for certain regulated products, manufacturers exporting to the EC and, eventually, to the European Free Trade Association, would need to have a well documented and implemented Quality Assurance System. The ISO 9000 series standards provide the requirements to which organisations desirous of certification must conform. One very important aspect of the standards is that they were very generic in nature and ingenuity is required while interpreting the standards' applicability to the industry or firm in question. The ISO 9000 family addresses "Quality management". This means what the organization does to fulfil: The customer's quality requirements Applicable regulatory requirements, while aiming to Enhance customer satisfaction, and Achieve continual improvement of its performance in pursuit of these objectives
ISO-9000 currently has three quality standards: the ISO-9000:2000, the ISO-9001:2000, and the ISO-9004:2000. Of these, only the ISO-9001:2000 outlines specific requirements for compliance, while the ISO-9000:2000 and the ISO-9004:2000 merely present information or guidelines. All of these quality standards are process-oriented, and not product-oriented. This means that ISO-9000 is more particular about how a company conducts its processes, and not what products it ships or level of product quality it has. The main objective of ISO is to facilitate international trade by providing a single internationally-accepted set of standards for everybody's reference.
ISO9000-2000's Standards and Guidelines: Standards and guidelines ISO 9000:2000 Quality Management Systems Fundamentals and Vocabulary Purpose
- Establishes a starting point for understanding the standards - Defines the fundamental terms and definitions used in the ISO 9000 family to avoid confusion in their use
ISO 9001:2000 Quality Management Systems Requirements - Defines the requirements for assessing the ability to meet customer and applicable regulatory requirements and thereby address customer satisfaction - Now the only standard in the ISO 9000 family against which third-party certification can be carried out
ISO 9004:2000 Quality Management Systems Guidelines for performance improvements - Provides guidance for continual improvement of the quality management system to benefit all parties through sustained customer satisfaction
The first ISO standards were published in 1987, which were revised in 1994 as the ISO9000:1994. The next and latest revision of ISO standards was released in 2000, and is therefore referred to as "ISO-9000:2000 Standards". The ISO-9000:2000, being processoriented, can be applied to virtually any industry worldwide, and is certainly widely embraced in the semiconductor industry. The ISO-9000:1994 had 3 standards: the ISO-9001:1994, the ISO-9002:1994, and the ISO9003:1994. ISO-9002:1994 and ISO-9003-1994 had been dropped, so companies who are certified to any of these two standards only should be re-certified to the ISO-9001:2000.
Companies certified to the ISO-9001:1994 need to update their quality systems to the ISO9001:2000 requirements for future recertification. Getting ISO-certified will not only brings about customer orders, it will also bring about efficiency and cost-effectiveness as a result of better process controls, operational systems, and problem resolution mechanisms. The process of getting ISO 9000-certified generally consists of the following steps: 1) development of a quality management system that meets the ISO 9000 standards; 2) conduct of internal audits to ensure that the quality system is working as planned; 3) invitation of an accredited external auditing body to audit the quality system and its implementation; 4) receipt of accreditation if the external auditor approved of the system; and 5) conduct of regular surveillance audits to maintain the certification.
6. Continual Improvement The importance of this principle is paramount, and should a permanent objective of every organization. Through increased performance, a company can increase profits and gain an advantage over competitors. If a whole business is dedicated to continual improvement, Improvement activities will be aligned, leading to faster and more efficient development. Ready for improvement and change, businesses will have the flexibility to react quickly to new opportunities. 7. Factual approach to decision making Effective decisions are based on the analysis and interpretation of information and data. By making informed decisions, an organization will be more likely to make the right decision. As companies make this a habit, they will be able to demonstrate the effectiveness of past decisions. This will put confidence in current and future decisions. 8. Supplier relationships It is important to establish a mutually beneficial supplier relationship; such a relationship creates value for both parties. A supplier that recognizes a mutually beneficial relationship will be quick to react when a business needs to respond to customer needs or market changes. Through close contact and interaction with a supplier, both organizations will be able to optimize resources and costs.
Level IV consists of reference material and information not in other categories. The complete process of ISO 90000 implementation and certification typically takes about two years. Certification is achieved through an on-site audit and assessment of the company's quality system by independent auditors, including the quality policy, quality system documentation, and quality records. When performing the document review, auditors look at the following: Intent of ISO 9000 standard. How well does a documented system stand against the ISO standard? Implementation. Do people within the company follow the documentation? Is the documentation readily available? Effectiveness. How well does a documented system work? But there are also some general requirements for the documentation itself. We can summarise this requirements as follows: Documentation must be controlled. Documentation must be available for auditors' perusal. Documentation must be easily accessible. Documentation versioning is necessary. Evidence of approval for each document must be available. A master list identifying revision status of documents must be readily available.
We made the decision to implement ISO 9001 because it provided us with a framework to assess our customer and market requirements, explains Steve Parry, Director of Development and Quality. We also wanted to ensure that our business objectives were
continually developed, monitored and reviewed to ensure the suitability and effectiveness of our operations. Why ISO 9001? Metflex believes great service starts with accurate job preparation and ends with the provision of the right solution. The company identified that ISO 9001 would help bring out the best in the organisation by enabling employees to better understand the processes by which they deliver products and services to customers. IS0 9001 provided Metflex with an established and highly regarded framework through which it could demonstrate commitment to excellent service and product quality. The ISO 9001 assessment and certification process ensured that business objectives would be constantly fed into both operational processes and working practices in order to maximise business efficiency and customer satisfaction.
LIMITATIONS
1. Cost It is not cheap to become an ISO 9000-certified company. The cost of the certification process depends greatly on the type of business, the size of the business and other factors that are different for every type of business. As a result, you cannot estimate the price that the ISO 9000 certification will cost you. You need to get a quote from an ISO 9000 registration company in order to find out the true cost to you. The registration company will also guide you through the rather involved process of certification if you decide to proceed with certification. 2. ISO Certification Process The ISO 9000 certification process does not end with the final implementation of the initial certification. It must be maintained throughout the life of the company, or at least the life span of the company as it pertains to the company being ISO 9000 certified. This can lead to unforeseen expenses as well as the need for dedicated and trained ISO 9000 compliance positions that will have to be kept filled.
The ISO 14000 family consists of standards relating to environmental management systems (EMS) and others which are tools to help the organisation realize its environmental policy, objectives and targets, and classify them by application:
At the organisational level (implementing EMS, conducting the environmental auditing and related investigations, and evaluating environmental performance).
To products and services (using environmental declarations and claims, conducting life cycle assessment), addressing environmental aspects in product standards, and understanding terms and definitions). ISO 14001:2004 ensures that organisations are aware of environmental aspects of their work in order to minimise negative impacts and improve environmental performance. ISO suggests that the Standard can provide significant tangible benefits, including: Reduced raw material/resource use Reduced energy consumption Improved process efficiency Reduced waste generation and disposal costs Utilisation of recoverable resources.
The Standard can be implemented by a wide variety of organisations, whatever their current level of environmental maturity. However, a commitment to compliance with applicable environmental legislation and regulations is required, along with a commitment to continuous improvement. The standard has the aim of making it easier for small and medium-sized enterprises (SME's) to understand, set up and benefit from such systems. List of ISO 14000 series standards
ISO 14001 Environmental management systemsRequirements with guidance for use ISO 14004 Environmental management systemsGeneral guidelines on principles, systems and support techniques ISO 14015 Environmental assessment of sites and organizations ISO 14020 series (14020 to 14025) Environmental labels and declarations ISO 14031 Environmental performance evaluationGuidelines
ISO 14040 series (14040 to 14049), Life Cycle Assessment, LCA, discusses preproduction planning and environment goal setting. ISO 14050 terms and definitions. ISO 14062 discusses making improvements to environmental impact goals. ISO 14063 Environmental communicationGuidelines and examples ISO 14064 Measuring, quantifying, and reducing Greenhouse Gas emissions.
ISO 19011 which specifies one audit protocol for both 14000 and 9000 series standards together. This replaces ISO 14011 meta-evaluationhow to tell if your intended regulatory tools worked. 19011 are now the only recommended way to determine this.
Although the ISO 14000 standards are designed to be mutually supportive, they can also be used independently of each other to achieve environmental goals. The whole ISO 14000 family of standards provides management tools for organizations to manage their environmental aspects and assess their environmental performance.
ISO has many other standards dealing with specific environmental issues. The intention of ISO 14001:2004 is to provide a framework for a holistic, strategic approach to the organization's environmental policy, plans and actions. ISO 14001:2004 gives the generic requirements for an environmental management system. The underlying philosophy is that whatever the organization's activity, the requirements of an effective EMS are the same. This has the effect of establishing a common reference for communicating about environmental management issues between organizations and their customers, regulators, the public and other stakeholders. Because ISO 14001:2004 does not lay down levels of environmental performance, the standard can to be implemented by a wide variety of organizations, whatever their current level of environmental maturity. However, a commitment to compliance with applicable environmental legislation and regulations is required, along with a commitment to continual improvement for which the EMS provides the framework.
EMS STANDARDS
ISO 14004:2004 provides guidelines on the elements of an environmental management system and its implementation, and discusses principal issues involved. ISO 14001:2004 specifies the requirements for such an environmental management system. Fulfilling these requirements demands objective evidence which can be audited to demonstrate that the environmental management system is operating effectively in conformity to the standard.
POTENTIAL BENEFITS
ISO 14000 covers a wide range of requirements that may go beyond compliance and legislation in seeking to improve the quality of the organisations environmental management activities. ISO 14000 is one of the most nationally and internationally known environmental standards that affirms the independent approval of a management system designed specifically to deliver high levels of customer satisfaction
ISO 14000 can help organisations reduce waste, energy use and resources that can help to reduce costs. It has the potential to improve internal and external assurance and communication of management and environmental impacts.
and creates a culture that values contributions at all levels of the organization and of any size. The cumulative effect of many small acts of environmental impact reduction may not be quantifiable, but it may be significant.