The ISO 9002 Quality Assurance Management System

For

SCHOOLS
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QUALITY EDUCATION: Customer Satisfaction Whole Organizatio n Involvemen Quality t

Service

Input

Output
ORGANIZATION WITH LOUSY MANAGEMENT

Resources

Upgrading :
Service

Quality Product Quality Personnel Quality

By...
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A Proven Successful Quality Assurance System

ISO 9000
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ISO 9002 Certification

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A BRIEF INTRODUCTION TO

ISO 9000

QUALITY MANAGEMENT PRINCIPLES

1. 2. 3. 4. 5. 6. 7. 8.

Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships
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ISO 9000 is about QUALITY

Quality is: defined by customer needs defined in terms of fitness for purpose achieved through continuous improvement managed through prevention not detection getting it right at the first time measurable
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ISO stands for

I nternational O rganization for S tandardization

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Self-manageable P-D-C-A
Plan

what you do Do what you planned & record what you did Check the results Act on the difference

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ISO 9000 REQUIRES :

PLAN, DO, CHECK & ACT with CONSISTENCY :

CUSTOMER SATISFACTION MANAGEMENT SUPPORTS RESOURCES MANAGEMENT PROCESS MANAGEMENT RESULTS ANALYSIS

CONTINUOUS

IMPROVEMENT
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THE CONTINUOUS IMPROVEMENT MECHANISM

UNSATISFACTORY OUTCOME

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THE CONTINUOUS IMPROVEMENT MECHANISM

UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM

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THE CONTINUOUS IMPROVEMENT MECHANISM

UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION

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THE CONTINUOUS IMPROVEMENT MECHANISM

UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION

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THE CONTINUOUS IMPROVEMENT MECHANISM

UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION

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THE CONTINUOUS IMPROVEMENT MECHANISM

UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION REVIEW
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THE CONTINUOUS IMPROVEMENT MECHANISM

UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION REVIEW
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THE CONTINUOUS IMPROVEMENT MECHANISM

UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION REVIEW
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THE CONTINUOUS IMPROVEMENT MECHANISM

UNSATISFACTORY OUTCOME WORK IMPROVEMENT TEAM CAUSE INVESTIGATION CORRECTIVE ACTION PREVENTIVE ACTION REVIEW
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Quality Plan Quality Manual Q Procedures Working Instruction Reference Document

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ISO 9000 - 20 Elements

4.1 Management Responsibility 4.2 Quality System 4.3 Contract Review 4.4 Design Control 4.5 Document & Data Control 4.6 Purchasing

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ISO 9000 - 20 Elements

4.7 Control of Customer Supplied Product 4.8 Product Identification and Traceability 4.9 Process Control 4.10 Inspection and Test Status 4.11 Control of Inspection, Measuring and Test Equipment.

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ISO 9000 - 20 Elements

4.12 Inspection and Test Status 4.13 Control of Nonconforming Product 4.14 Corrective & Preventive Action 4.15 Handling , Storage, Packaging, Preservation and Delivery 4.16 Control of Quality Records 25 4.17 Quality Audits

ISO 9000 - 20 Elements

4.18 Training 4.19 Servicing 4.20 Statistical Techniques

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Stages
Setting

up Steering Committee Design of Management System Training all Staff Setting up documentation system Implementation Monitoring & Evaluation
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Stages
Internal

Audit & Pre-assessment audit Audit of the system Visit

Certification Registration Maintenance Internal

Q Audit

Surveillance

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Self-manageable
Plan

what you do Do what you planned Record what you did Check the results Act on the difference
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Standardized
Clearly

listed requirements / guidelines World-wide acceptance

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Systematic
Inter-relationship Comprehensive Team

of elements

work

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Customer-oriented
Needs

defined by customer Stress on customer satisfaction Enhancement of quality culture

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Objectively assessed
Internal

audit (Self-assessment) Audit by 3rd party The management system governs

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Clearly Documented
Data

and record control Document process

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Human resources planning and control in ISO 9001 QMS

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5.1 Management commitment

Top management shall provide evidence of its commitment to the development and improvement of the quality management system by: d) Ensuring the availability of necessary resources

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5.5.2 Responsibility and authority

Functions and their interrelations within the organization, including responsibilities and authorities, shall be defined and communicated in order to facilitate effective quality management.
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5.5.4 Internal communication

The organization shall ensure communication between its various levels and functions regarding the processes of the quality management system and their effectiveness.
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6.1 Provision of resources

The organization shall determine and provide, in a timely manner, the resources needed a) To implement and improve the processes of the quality management system, and b) To address customer satisfaction.
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6.2.1 Assignment of personnel

Personnel who are assigned responsibilities defined in the quality management system shall be competent on the basis of applicable education, training, skills and experience.

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6.2.2 Training, awareness and competency

The organization shall: a) Identify competency needs for personnel performing activities affecting quality; b) Provide training to satisfy these needs; c) Evaluate the effectiveness of the training provided;
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6.2.2 Training, awareness and competency

d) Ensure that its employees are aware of he relevance and importance of their activities and how they contribute to the achievement of the quality objective; e) Maintain appropriate records of education, experience, training and qualifications.

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7.4.1 Purchasing control

The organization shall control its purchasing processes to ensure purchased product conforms to requirements. The type and extent of control shall be dependent upon the effect of subsequent realization processes and their output.
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7.4.1 Purchasing control

The organization shall evaluate and select suppliers based on their ability to supply product in accordance with the organizations requirements. Criteria for selection on periodic evaluation shall be defined. The result of evaluations and follow-up actions shall be recorded
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7.4.2 Purchasing information

Purchasing documents shall contain information describing the product to be purchased, including where appropriate: - personnel

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THANKS!

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Any Questions ?

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THE END
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Thank you very much for your patience !!

:)
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