QRM Section 1

AMPAS Master: Advanced Manufacturing
Processes For Aeronautical Structures

PART 4 - Industrial organization and management
Section 1: Introduction to Quality Management System
AMPAS Quality Management & tools 2014 - 2015
Sommaire
Quality Management and tools:

Section 2: Quality or Non Quality ? That is the question
Section 3: Managing the Production Process
Section 4: Using Quality tools, including FMEA
Section 5: Aerospace Regulations and Requirements
Ampas Section 1 2014-2015 2
BASIC CONCEPTS AND

VOCABULARY
Section 1 1
What is Quality ?
What does Quality means to you ?
What is the point of a Quality Manager ?
Section 1 2
Rights and duties of the Quality Manager
Guarantee the conformity of the product (or service)

with its definition,
Be the eye (the representative) of the customer,
Keep his (her) independence of decision,
Become integrated into the functioning of the

company
Quality concept
Quality is linked to:

Customer satisfaction
Competitiveness
Financial sustainability

It is also, and more than anything, synonym of :

Safety
And thus must never be compromised.
Section 1 3
Satisfy the customer at the lowest cost for the company
Why satisfying the customer " only, is not enough?
During the last decades, we passed from an economy of

production to a market economy
The sale price is imposed by the market and the competitors
The margins are reduced
It is then necessary to reduce the costs dedicated to the

obtaining of the Quality
Eliminate the non-quality costs
Increase the control of the internal costs
Implement continuous improvement approaches in order to
optimize the activities of the functions, and their interactions
The Need for Change
Higher customer Increasing competition

expectations & in the market
requirements
Why must any

company
continually
improve
Rapid changes to the

business environment
Only the best companies will be successful!

Ampas Section 1 2014-2015
Section 1 4
The Need for Change - The Position of Airbus
Cheaper to buy & operate Our competitor is increasingly efficient &

Higher reliability / availability aggressive new products, price war
Maturity at EIS Current duopoly in the market but..
Excellent product support Potential entry of new competitors
Customer Competition
Requirements Why must
Airbus
continually
improve?
Business Environment
Rise of low cost carriers
Weak dollar & high fuel prices
Very high product development costs
90% increase of in-service fleet in 8 years
Can we meet these challenges?

Why do companies have to improve ?
The Company
context evolves: the company must adapt

Section 1 5
Address
Quality + People
Skills,
Training
Q & Motivation
C D
Cost Time
The aim of Quality
Performance
increases
A P
C D
Context evolves
Deming : Plan-Do-Check-Act
Section 1 6
Aim and Stakes in the Quality

Customer Continuous
satisfaction improvement
Quality
Sustainability and Performance

for the Company
Customer satisfaction
How to satisfy Customers ?
Section 1 7
Example: What are the customers whom Airbus has to satisfy?
Customer
Company
Internal customers
The airlines, their

Final customers employees and
their passengers
Customers
Authorities
1 - What went out of 2 - What went out of

the market survey the Engineering
Section 1 8
3 - What went out of 4 - What was delivered to

the Manufacturing the customer after repair
5- What really wanted the

customer !!!
Section 1 9
Purpose of Quality System
If I deliver a conformed product to the customer,

would it be enough for him (her) ?
What does he miss ?
Quality over
Confidence
Time
Satisfied
Customer
Create the customer loyalty, at the lowest cost for the company
Ensuring customer satisfaction
Quality over
Confidence
time
A Quality Be in conformance
Management with the sector
System standards
at the lowest Improvement and

cost Certification
process control
Section 1 10
Quality over
Confidence
time
System standards
Improvement and
Certification
process control
Definition
According to you: what does

Managing Quality mean ?
Section 1 11
Definition
What could be a
Quality Management System ?
Dfinition
A Quality management system is all the devices,

plans and actions implemented by the company to
manage the Quality,
in order to comply:
with the quality requirements of the customers, and
With the applicable statutory and legal requirements,
while aiming at:

the improvement of customer satisfaction, and
the continuous improvement of its performance in the
objectives achievement.
Section 1 12
Simplicity and complexity of the QMS
Small structures
maybe no system but our way of
doing"
A few documentary formalism
Informal process control, linked to
experience
to bigger ones
more people involved
ensuring that the organisation
progresses and acts in an orderly,
efficient and structured way :
Clearly defined roles and
responsibilities
Setting goals
Activities definition
Documentation
Communication
Surveillance
Improvement...
Quality over
Confidence
time
System standards
Improvement and
Certification
process control
Section 1 13
STANDARDS AND CERTIFICATION
Dfinition
What is a standard ?
Section 1 14
ISO: International Organization for Standardization
The origins of the ISO

Established in 1946 by the delegates of 25 countries, the ISO began its
activities on the 23rd of February, 1947
What the ISO makes

Elaboration of international standards on
Products, services, processes, materials and systems,
Assessment of conformity and management practices.
What the ISO does not make

Do not perform certification, neither evaluation nor audit to verify the application
of the standards
What the standard ISO realizes

Assure the quality, the ecological value, the safety and security, the economy,
the reliability, the compatibility, the interoperability, the efficiency, the
effectiveness and other essential characteristics;
Facilitate the business and spread the technologies.
Advantages of the ISO standards in the market globalization
Unified basis for companies and world wide supply chains

Example in the car industry ,and the industry of the oil and gas;
A technical support for the regulations

Example in the sector of medical devices;
A tool to strengthen the presence of big economic players in the

worldwide supply chains, the business in the export and the outsourcing
of business processes;
A tool of regional integration

Example: adoption by the new or potential members of the European Union;
Encourage the growth of the services in the world economy

32 % of certificates ISO 9001:2000 and 29 % of certificates ISO 14001:2004 in 2007
were delivered to companies in the service sectors
Transfer of best practices towards developing countries and economies in

transition.
Section 1 15
Management standards
The ISO standards which define requirements or give guidelines on the

best management practices are among the most known in the offer of the
ISO.
They are developed by technical committees and periodically examined,

even revised.
Example for the QMS: the ISO / TC 176 (Management and quality assurance) dates
1979
80 countries participate in the committee today, and 21 have observers' status.
Its first standards were published in 1987
2 types of management standards:

Those who can be used for the certification, as ISO 9001 and ISO 14001
Those who cannot be because they contain guidelines and not requirements, such as
ISO 26000 (Guidance on social responsibility) and ISO 31000 (Risk management).
The cycle Plan Do Check Act (PDCA) is the operating principle of

the standards of management system of the ISO.
Main management standards
Management standard, not eligible for certification

ISO 26000:2010 Guidance on social responsibility
Guidelines related to social responsibility.
ISO 31000:2009 Risk management Principles and guidelines

Rapidly used on worlwide markets.
Management standards, used for certification

ISO 9001:2008 Quality management systems Requirements
All over the world applied and respected
ISO 14001:2004 Environmental management systems

Requirements with guidance for use
Worldwide relevance for the organizations who wish to operate in the
environmental protection.
Section 1 16
The ISO9000 standards family
Adopt a systematic
ISO approach of the
ISO 9004
9001 management of the
processes of a company,
so that it produces
regularly products which
satisfy customers
ISO 9000 expectations
ISO9000 family - the fundamental standards
ISO 9000:2005 - Quality management systems Fundamentals and

vocabulary
Essential principles and vocabulary used in the standards of the ISO 9000 family
Specify the direction of the fundamental elements of the quality management
described in these ISO standards .
Present 8 Principles of the Quality management, and the process approach to be
applied to obtain a continuous improvement.
ISO 9001:2008 - Quality management systems Requirements

Requirements relative to the QMS giving the assurance that your organization is
capable of supplying a product that meets the customer needs and expectations.
Used for certification
5 chapters:
4 - Quality management system
5 - Management responsibility
6 Resources management
7 Product realization
8 Measurement, analysis and improvement.
Section 1 17
ISO9000 family - the fundamental standards
ISO 9004:2009 - Managing for the sustained success of an organization

A quality management approach
Guidelines allowing the organizations to realize sustainable performances by an
approach of management by the quality.
Cannot be used for purpose of certification
ISO 9001 and ISO 9004 are compatible and usable separately or together to satisfy
or exceed customer expectations and other interested parties.
Guidance documents to help organizations and companies implement ISO

9001:2008
Guidance on some of the frequently used words found in the ISO 9000 family of
standards
Guidance on the concept and use of the process approach for management systems
Implementation guidance for ISO 9001:2008
Guidance on ISO 9001:2008 - Sub-clause 1.2 Application'
Guidance on the documentation requirements of ISO 9001:2008
Guidance on 'Outsourced processes
ISO/TC 176 manages a database of the interpretations that have approved by the
standard ISO 9001.
Aviation, Space and Defense industrial sectors
Do you know the QMS standard used

in the aeronautics, space and defense
industries?
Section 1 18
The 8 principles of Quality management
Foundation of the standards of the series 9000:2008: defined in

the ISO 9000:2005 and in the ISO 9004:2009.
Can be of use as a framework for the improvement of the

performances in the organization.
Are established on the basis of the collective knowledge and

experience of the international experts who participate in the
Technical Committee ISO/TC 176 (Management of the quality
and the quality assurance).
The 8 principles of Quality management
1 Customer
focus
8 - Mutually
beneficial supplier 2 - Leadership
relationships
7 Factual
approach to 3 Involvement of
decision making people
6 Continual 4 Process
Improvement approach
5 System
approach to
management
Section 1 19
Definitions
You go to the RESTAURANT xxxxxxxxxx

ou
The MEAL is convenient for you Quality La Tour
You are SATISFIED dargent
You visit the KITCHEN

Everything is clean,
properly arranged Quality Assurance
You TRUST
You are a wine taster of the French

MICHELIN guide
You assess the restaurant
You award them STARS Certification
Third party certification
the contribution of an independent

view
Section 1 20
Definition
Certification and Registration:

Certification:
Issuance of a written assurance ( the certificate) by an independent outside
body, which audits a management system and verifies that it is in
accordance with the requirements specified in the standard.
Registration:
The audit organization records the certification in its customers' register.
The 2 terms are both acceptable for a general usage, and are
exchangeable. The term "Certification" is the most widely used in the world.
Accreditation:
Formal recognition by a specialized organization (accreditation body) that a
certification body is competent to proceed to the certification according to
ISO 9001 or ISO 14001 in the specified domains.
It is similar to a certification of the body of certification.
Certificates issued by accredited certification bodies can be perceived on
the market as having a greater credibility.
Example: The Aerospace ICOP scheme

Industry Controls Other parts
The traditional scheme

3rd Party
2nd Party
Certification
Audits
for ISO9001
Accreditation Bodies Industry
Accreditation
Certification Bodies
Certification
Suppliers
CRE / DID / 12.2012
Section 1 21
Scope of certification or approval
Certifications ISO 9001:2008 and ISO 14001:2004 are

specific
The certificate of conformity to the standard specifies the
scope of the activity for which the certificate is delivered.
Exclusion
The organization is allowed to exclude some requirements
of the ISO in its scope.
Those exclusions can only concern 7, and have to be
duly justified.
A detail which makes all the difference
What is the difference between:

ISO Certified
et ISO 9001:2008 Certified ?
Section 1 22
Which one of these labels attached to the product are correct ?
Notion of IMS (Integrated Management System)
Types of IMS:
QE: Quality & Environment
QSE: Quality, Safety & Environment
QHSE: Quality, Health, Safety & Environment
Compatibility
No plan so far to merge ISO9001:2008 and
ISO14001:2004
But technical committees collaborate together to realize a
high degree of compatibility and facilitate the application
Terminology, common structure
ISO 19011:2011 (Guidelines for auditing management
system): a common Standard for auditing.
Section 1 23
Any questions ?
Pour toute information complmentaire :
Sandrine Lhermenier
Mob. : 06 87 05 40 16
Email : sandrine.lhermenier@evoliane.com
www.evoliane.com
Section 1 24

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AMPAS Master: Advanced Manufacturing

Processes For Aeronautical Structures

Quality Management and tools:

Section 2: Quality or Non Quality ? That is the question

Section 3: Managing the Production Process

Section 4: Using Quality tools, including FMEA

Section 5: Aerospace Regulations and Requirements

Ampas Section 1 2014-2015 2

Section 1: Introduction to Quality Management System

BASIC CONCEPTS AND

What does Quality means to you ?

Ampas Section 1 2014-2015 4

What is the point of a Quality Manager ?

Ampas Section 1 2014-2015 5

Rights and duties of the Quality Manager

Guarantee the conformity of the product (or service)

Be the eye (the representative) of the customer,

Keep his (her) independence of decision,

Become integrated into the functioning of the

Ampas Section 1 2014-2015 6

Quality is linked to:

It is also, and more than anything, synonym of :

Ampas Section 1 2014-2015 7

Satisfy the customer at the lowest cost for the company

Why satisfying the customer " only, is not enough?

During the last decades, we passed from an economy of

It is then necessary to reduce the costs dedicated to the

Ampas Section 1 2014-2015 9

The Need for Change

Higher customer Increasing competition

Why must any

Rapid changes to the

Only the best companies will be successful!

The Need for Change - The Position of Airbus

Cheaper to buy & operate Our competitor is increasingly efficient &

Can we meet these challenges?

Why do companies have to improve ?

context evolves: the company must adapt

Ampas Section 1 2014-2015

The aim of Quality

Aim and Stakes in the Quality

Sustainability and Performance

How to satisfy Customers ?

Ampas Section 1 2014-2015

Example: What are the customers whom Airbus has to satisfy?

The airlines, their

Ampas Section 1 2014-2015

How to satisfy Customers ?

1 - What went out of 2 - What went out of

Ampas Section 1 2014-2015

How to satisfy Customers ?

3 - What went out of 4 - What was delivered to

Ampas Section 1 2014-2015 21

How to satisfy Customers ?

5- What really wanted the

Ampas Section 1 2014-2015 22

Purpose of Quality System

If I deliver a conformed product to the customer,

What does he miss ?

Ampas Section 1 2014-2015 23

Ensuring customer satisfaction

at the lowest Improvement and

Ampas Section 1 2014-2015 24

Ampas Section 1 2014-2015 25