1. Quality Management System
Facilities Management
Quality Management System
Overview
Argenis Osorio – Manger, Quality Assurance 08 November 2013

2. Quality Management System Overview
What is Quality & Quality Management according to International Organization for Standardization (ISO)?
Quality is defined as the “Degree to which a set of inherent characteristics fulfills requirements”.
Clause ISO 9000:2005 standard
Quality Management is defined as “coordinated activities to direct and control an organization with regard to quality”.
Clause ISO 9000:2005 standard 2

3. Quality Management System Overview
What is ISO?
It is the International Organization for Standardization based in Geneva, Switzerland. It was founded in 1947, and since then has been developing international standards for both manufacturing and service industries. It is rapidly becoming the most recognizaed quality standard in the world.
What is ISO 9001:2008?
It is the only standard in the series of the ISO 9000 that specifies the requirements of a quality management system.
The requirements of ISO 9001:2008 do not tell you “how” to run your business …. That is up to you…. The requirements describe “what” needs to be achieved.
Note: ISO 9000 series is a generic, internationally recognized standard for quality management. 3

4. Quality Management System Overview
What is Quality Management System?
It is the organization structure, responsibilities, procedures and resources for ensuring the quality of a product or service.
To develop and implement an effective QMS we need to:
Determine needs and expectations of customers
Establish Quality Policy and Objectives
Determine necessary processes and responsibilities
Provide resources to attain quality objectives
Establish methods for process measurement
Determine process efficiency and effectiveness
Determine means to prevent non-conformities
Evaluate processes for continual improvement of the system 4

5. Quality Management System Overview
Benefits of an Effective Quality Management System (QMS):
Improves:
Efficiency and productivity
Process consistency and stability
Supplier performance
Communications and support
Morale and commitment
Customer confidence and satisfaction
Conformity to quality requirements
Increases:
Profitability
Competitive edge and market recognition
Reduces variation, waste and defects
Facilitates continual improvement
Makes financial sense 5

6. Quality Management System Overview
Benefits of an Effective Quality Management System (QMS) continue:
To employees:
Improve communication and consistency among our departments/locations
Document and share employee’s knowledge
Improve understanding of internal business processes
Training staff is straight forward
Easier to delegate
Increase productivity
To customers:
Detection of a problem before it reaches the customer
Determine the extent to which a problem exists
Ensure that we are able to fulfill customer requirements
We have a corrective and preventive action process in place that documents problems or potential problems that may affect customers 6

7. Quality Management System Overview
Eight Quality Management Principles:
ISO introduces the eight quality management principles on which the Quality Management System (QMS) standards of the of the ISO 9001:2008 are based:
Customer focus
Leadership
Involvement of people
Process approach
System approach to management
Continual improvement
Factual approach to decision making
Mutually beneficial supplier relationship 7

8. Quality Management System Overview
ISO 9001:2008 Eight Clauses for Requirements:
Three General/informative clauses:
Scope
Normative References
Terms and definitions
Five major clauses for requirements are:
Quality Management System
Management Responsibility
Resource Management
Product Realization
Measurement, Analysis and Improvement 8

9. Quality Management System Overview
Six Required Procedures:
ISO 9001:2008 calls for six mandatory documented procedures as follow:
Control of Documents (QA-PRO-0002) – Clause 4.2.3,
Control of Records (QA-PRO-0002) – Clause 4.2.4,
Internal Audit (QA-PRO-0003) – Clause 8.2.2,
Control of Non-conforming Product/Service (QA-PRO-0005) – Clause 8.3,
Corrective Action (QA-PRO-0004) – Clause 8.5.2, and
Preventive Action (QA-PRO-0004) – Clause 9

10. Quality Management System Overview10

11. Quality Management System Overview
How we document our Quality Management System?
FM has a documented QMS with a four tier document tree (QA-PRO-0002): 11

12. Quality Management System Overview
The document’s approval matrix is as follow (QA-PRO-0002):
Document Type
Process Owner
Manager, Quality Assurance
EH&S Consultant
Area Manager
Area Directors
FMD & FM VPs
Tier 1 initial release
Develop
Yes
Review
Tier 1 revision
Tire 2 initial release
Tire 2 revision
Tire 3 initial release
Tire 3 revision
Tire 4 initial release
Tire 4 revision 12

13. Quality Management System Overview
Facilities Management’s Quality Policy – Clause 5.3: 13

14. Quality Management System Overview
The Quality Manual (QA-PRO-0001) – Clause 4.2.2:
The Quality Manual is the first step in building a Quality System.
The Quality Manual is the main, top-level document which establishes the quality policy and objective of an organization.
What will the Quality Manual provide to an organization?
It provides evidence of what specific controls are implemented to ensure product/service quality,
It benefits customers, suppliers, employees and ISO, and
It addresses all quality system elements.
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15. Quality Management System Overview
Where is Facilities Management’s QMS located?
Our QMS documentation is located on the Facilities Management SharePoint Site and in the FM P://drive:
P://FM/Public/Quality Management System
Here is where to find your procedures, SOP/Guidelines, forms, templates, etc. in order to perform your work.
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16. Quality Management System Overview
Where you can find the designated QMS Representative?
You can find who the QMS representative is on:
The Quality Management System Manual (QA-PRO-0001), section 5.2.2
Who is the Facilities Management QMS representative?
Manager, Quality Assurance (Argenis Osorio)
Phone:
1616