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Sustaining ISO 9001 QMS Initiative

Using ISO 9001 to accelerate
achievement of business
objectives HIGHER, FASTER
AND SURER.

Confluence Business Solutions Pvt. Ltd.

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Introduction to ISO 9001Spirit of the Standard

ISO 9001: 2000 QMS Requirements is aimed at ensuring a Quality Management System with focus on
process approach and measurability across all activities carried out in an organization. The purpose of
standard is basically to improve the effectiveness of processes in meeting the customer requirements.
However with the purpose extended, the same may be addressed to all other stakeholders in the organization viz., employees, suppliers, investors and others.
Traditionally organizations have been managed vertically in terms of functional departments and responsibility for the intended outputs is divided among various functions. Accordingly resources are planned
and allocated to the individual departments. Actions are usually focused on the functions rather than
overall benefits to the organization. As a result The end customer is not always visible to all functions.
This approach also resulted in focusing all improvement initiatives on improving the efficiencies of individual departments with an intent that the improvements in such efficiencies will lead to improvement in
value delivered to clients/ customers. Often we see that most the investments made in such initiatives
fail to meet up to the expectations.
ISO adopted Process Approach to address the issue, A Process view of an organization enables us to
look at the organization in terms of the work flow rather than functions. It results in horizontal management breaking the barriers between the functional departments. It enables the organization to have a
unified focus of all functions towards meeting or exceeding customer requirements and thereby achieve
organizational goals. In such an approach, the end customer is always visible to every function. In
fact this approach enables us to view the organization from customers eye as any customer would interact with the organization through its business processes (the way work is performed in the organization to transform customer requirements into products and services delivering value to customers).
Functional view and Process View of an organization is depicted in the figures given below:

Functional View

Process View

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Introduction to ISO 9001Basis for the Standard

ISO 9001 standard and associated guidelines are designed and updated by the TC 176Technical
Committee working on Quality Management System. As per the results of the research/ surveys of successful companies, it was identified that there Eight Quality Management Principles and PDCA which
are essential characteristics of all successful companies as explained below:
Eight Quality Management Principles:
A quality management principle is a comprehensive and fundamental rule or belief, for leading
and operating an organisation, aimed at continually improving performance over the long term
by focusing on customers while addressing the needs of all other stakeholders.
Principle 1 Customer-Focused Organisation
Organizations depend on their customers and therefore should understand current and future customer
needs, meet customer requirements and strive to exceed customer expectations.
Principle 2 Leadership
Leaders establish unity of purpose and direction of the organisation. They should create and maintain
the internal environment in which people can become fully involved in achieving the organisation's objectives.
Principle 3 Involvement of People
People at all levels are the essence of an organisation and their full involvement enables their abilities to
be used for the organisation's benefit.
Principle 4 Process Approach
A desired result is achieved more efficiently when related resources and activities are managed as a
process.
Principle 5 System Approach to Management
Identifying, understanding and managing a system of interrelated processes for a given objective improves the organisations effectiveness and efficiency.
Principle 6 Continual Improvement
Continual improvement should be a permanent objective of the organisation.
Principle 7 Factual approach to decision making
Effective decisions are based on the analysis of data and information.
Principle 8 Mutually beneficial supplier relationships
An organisation and its suppliers are interdependent, and a mutually beneficial relationship enhances
the ability of both to create value.
These eight quality management principles along with PDCA (Plan-Do-Check-Act) or Deming Cycle as
depicted on the next page form the basis for the ISO 9001 standard.

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Introduction to ISO 9001Basis for the Standard

Deming Cycle or PDCA Cycle:

The Plan-Do-Check-Act cycle was first developed in the 1920s by Walter Shewhart, and was popularised later by W. Edwards Deming. For that reason it is often referred to as The Deming Cycle. Extensive literature exists about the PDCA cycle in numerous languages, and users of the ISO
9000:2000 family of standards are encouraged to consult this for a deeper understanding of the concept.
The PDCA concept is something that is present in all areas of our professional and personal lives, and
is used continually, either formally of informally, consciously or sub-consciously in everything we do.
Every activity, no matter how simple or how complex, falls into this never-ending pattern:

Plan

establish the objectives and processes necessary to deliver

results in accordance with customer requirements and the

Do

implement the processes;

Check

monitor and measure processes and product against policies, objectives and requirements for the product and report

Act

take actions to continually improve process performance;

About ISO 9001:

ISO 9001: 2000 QMS Requirements provide the basic framework for an effective Quality Management
System encompassing the Eight Quality Management Principles and PDCA Cycle. Or in other words
the standard translates the eight principles and PDCA cycle into actionable points (what needs to be
done). The birds eye view of the business model as provided by the standard is depicted in the figure
below:

As per the standard as a basic

requirements, organizations
need to consider their customers
and establish the processes and
manage the QMS. As the organization matures in its systems and
processes, the other stakeholders such as employees, investors, suppliers, etc. need to
be considered for establishing
the processes and managing the
QMS.
Fig: Business Model

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Sustaining ISO 9001: 2000 based QMS Implementation

Challenges faced in sustenance of ISO 9001 QMS initiative after Certification?

Some of the challenges faced by many organizations in sustaining the QMS initiative are:

Attrition of associates who are trained as Management Representative and Internal Auditors.
Management Representative getting promoted resulting change in priority.
Monotony of internal/ external audits and management reviews
Lack of skills or maturity among the internal auditors to drive the initiative towards higher
performance levels and influence management.

Changing business priorities

Other initiatives such as ERP implementation, Six Sigma, Lean, etc. leading to dilution of focus on
QMS.
and so on.
Key Factors for Sustaining QMS Implementation:
An effective approach to sustaining QMS implementation and gain business value begins with aligning it
with the business strategy and business objectives. Some of the most important factors which would
make ISO 9001 based QMS implementation, a catalyst in achieving business success for an
organization are:
Commitment from the Top Management and involvement of all personnel.
Using it as a framework for managing the organization
Use it is an improvement tool and not merely a certification by an external body
Align all other improvement initiatives to overall organizational strategy and objective through the
continual improvement requirements and process approach prescribed by ISO 9001.

Use Root Cause Analysis and Corrective & Preventive Actions to achieve incremental
improvements (Kaizens) in the processes.

Use Continual Improvement requirements for driving Breakthrough Improvements in performance.

Conduct management review meetings based on the facts and ensure that the focus is on
reviewing the status of achieving organizational objective and trends in process performance
measures.

Increase the scope of QMS and transform the same into an

Integrated Business Management System, wherein at
operational level there is only one system working and that
is the organizations business management system.

Focus on spreading the essence of Highest Quality, Lowest
Cost and Shortest Time across the organization.

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What We Can Do...

We can help you map

the existing practices
and align the
documented practices
with the current
practices

We can help you

improve the existing
practices

We can help you

assess the potential of
current practices
against the best
practices and improve
them.

Confluence Business Solutions Pvt. Ltd.

Lets make Made in India synonymous with World Class Quality

Confluence Service Delivery Methodology

Confluence adopts our proprietary APT2I framework of project execution to achieve the project
objectives and client expectations. APT2I briefly has been described below:
A Assess the potential of the client, current processes and capabilities and identify the improvement
potential / gap.
P Plan for filling the gaps, set the performance objectives and schedule the actions.
T Train the personnel and make them ready for the execution of plans. Training shall address change
management, technical capability building and others as identified.
I Implement the plans, ensure effective controls, monitor the progress and effectiveness of the actions
in terms of achievement of objectives.
I Improve the process capabilities and achieve the performance targets set for the project and also
plan for further improvements and sustaining the gains.
(Note: Approach/ Methodology is customized to meet requirements of individual clients and the maturity
of existing systems).
Confluence Service Delivery Methodology for effective implementation of management systems involves
the following activities at a very broad level and are not limited

Drive the importance of continual improvement and create awareness about continual
improvement among all associates.

Effective alignment of various business initiatives in the organization.

Reduce the cycle times/ transition times for various new services introduced in terms of
achieving consistency in the new services. Thereby reducing the gestation time for new
service launches.

Align processes with business objectives by goal setting in terms of establishing linkages
between each process and organizational objectives.

Create understanding of process mapping and process improvement concepts in the

organization.

Building capabilities in CPIG for championing the ISO 9001 initiative in the organization with
at least one representative from each department/ function.

Achieve higher levels of maturity in the processes and business management systems in
the organization.

Ensure a replicable and scalable business model using ISO 9001 based Quality
Management System as a basic framework.

For more details send a mail to: info@confluenceworld.com

Confluence Business Solutions Pvt. Ltd.

Lets make Made in India synonymous with World Class Quality

Other Services

Management System Implementation

 ISO 14001 (Environmental Management System)
 OHSAS 18001 (Occupational Health and Safety Assessment Standard)
 ISO 20000 (ITService Management)
 ISO 22000 (Food Safety Management System)
 ISO 27001 (Information Security Management System)
Business Process Management
 Business Process Modeling
 Policy, Systems and Procedures establishment
 Business Process Management Suite Implementation (Savvion)
 Focused process improvements in terms of Cost Reductions, Waste Reduction, Reduction
in Rejection and Rework Levels
Breakthrough Improvements
 Six Sigma Implementation
 Lean Philosohpy
 TPM
Strategy Deployment
 Vision and Mission Formulation
 Balanced Scorecard Deployment
 Business Planning and Budgeting
Training






Competency mapping, assessment and training need identification

Managerial Development Programs
Customized training solutions
Six SigmaBlack Belt and Green Belt Certification Programs through Distance Learning
Mode
 In-house training programs on
 COPQ (Cost of Poor Quality)
 Internal Auditing
 Root Cause Analysis and
Corrective & Preventive Actions
 5S, Kaizens
Resource Augmentation Services
 Staffing solutions
 Recruiting Services

Confluence Business Solutions Pvt. Ltd.

Lets make Made in India synonymous with World Class Quality

Contact Us

Contact:

Venkatesh Yerramalla
CEO and Principal Consultant
Mobile: 0091 9848043413
E-mail: yerramalla@confluenceworld.com

Confluence Business Solutions Pvt. Ltd.

#224, 6-1-284/4/B, Street # 5, Padmaraonagar, Secunderabad500025, Andhra Pradesh, India
Phone: 0091 40 27501849, 27508110, E-mail: info@confluenceworld.com , URL: www.confluenceworld.com