1. EPSON STAMPING
ISO 9000 1
REV /10/2000

2. AIM OF TRAINING To promote awareness and understanding of ISO
EPSON STAMPING
AIM OF TRAINING
To promote awareness and understanding of ISO
9000 standards and its requirements among staff.
To communicate our Quality Policy and Objectives
for ensuring its understanding at all levels.
To explain how we will achieve our quality policies
and objectives.
To educate all the staff to perform their activities in
accordance with the documented procedures. 2
REV /10/2000

3. INTRODUCTION WHAT IS ISO 9000 ?
EPSON STAMPING
INTRODUCTION
WHAT IS ISO 9000 ?
ISO 9000 describes fundamentals of quality management systems, and specifies the terminology for quality management systems. 3

4. ISO 9000 : 1994 ISO 9001, Quality systems ISO 9002, Quality systems
EPSON STAMPING
ISO 9000 : 1994
ISO 9001, Quality systems
Model for quality assurance in design / development,
production, installation and servicing
ISO 9002, Quality systems
Model for quality assurance in production, installation
and servicing
ISO 9003, Quality systems
Model for quality assurance in final inspection and test
ISO 9004, Quality management & quality system
elements
- Guidelines 4

5. Quality System Elements
EPSON STAMPING
GENERIC COMPARISON OF ISO 9001 : 1994 TO ISO 9003 : 1994
Quality System Elements
ISO 9001
ISO 9002
ISO 9003
4.1 Management Responsibility Ö
4.2 Quality System
4.3 Contract Review
4.4 Design Control
N.A.
4.5 Document and Data Control
4.6 Purchasing
4.7 Control of Customer-Supplied Product
4.8 Product Identification and Traceability
4.9 Process Control
4.10 Inspection and Testing 5

6. Quality System Elements
EPSON STAMPING
GENERIC COMPARISON OF ISO 9001 : 1994 TO ISO 9003 : 1994
Quality System Elements
ISO 9001
ISO 9002
ISO 9003
4.11 Control of Inspection, Measuring and
Test Equipment Ö
4.12 Inspection and Test Status
4.13 Control of Non-conforming Product
4.14 Corrective and Preventive Action
4.15 Handling, Storage, Packaging,
Preservation and Delivery
4.16 Control of Quality Records
4.17 Internal Quality Audits
4.18 Training
4.19 Servicing
N.A.
4.20 Statistical Techniques 6

7. ISO 9000 : 2000 ISO 9001, Quality management systems
EPSON STAMPING
ISO 9000 : 2000
ISO 9001, Quality management systems
Specifies requirements for demonstrating an organization’s
capability to provide products that meet customer and
applicable regulatory requirements.
(Revision of ISO 9001 : 1994, ISO 9002 : 1994 and
ISO 9003 : 1994)
ISO 9004, Quality management systems
- Guidelines for performance improvements 7 7

8. ISO 9001 : 2000 5 Clauses : 4.0 Quality Management System
EPSON STAMPING
ISO 9001 : 2000
5 Clauses :
4.0 Quality Management System
5.0 Management Responsibility
6.0 Resource Management
7.0 Product Realization
8.0 Measurement, Analysis and Improvement 8

9. 4 Quality Management system
EPSON STAMPING
4 Quality Management system
The organization shall establish, document, implement,
maintain and continually improve its quality management
system in accordance with ISO 9001 requirements. 9

10. 4 3 2 Document Hierarchy Quality Manual Level 1 Quality Procedure
EPSON STAMPING
Document Hierarchy
Quality Manual
Level 1 2
Quality Procedure 3
Work Instruction 4
Data 10

11. Document Hierarchy (Cont’d)
EPSON STAMPING
Document Hierarchy (Cont’d)
Level 1
Level 1 : Quality Manual
Explanation of overall quality system of Stamping Division. QM 11

12. Document Hierarchy (Cont’d)
EPSON STAMPING
Document Hierarchy (Cont’d)
Level 2
Level 2 : Quality Procedure
Conventions relating to operation methods and
responsibilities related to carry out some specific task
or operation. QP 12

13. Level 3 Document Hierarchy (Cont’d) Level 3 : Work Instruction
EPSON STAMPING
Document Hierarchy (Cont’d)
Level 3
Level 3 : Work Instruction
Describes conditions, criteria, methods, procedures and
responsibilities related to carry out some specific task or
operation. WI 13

14. Level 4 Document Hierarchy (Cont’d) Level 4 : Data
EPSON STAMPING
Document Hierarchy (Cont’d)
Level 4
Level 4 : Data
Type of records, forms, cards, etc. 14

15. Why the need for Documentation?
EPSON STAMPING
Why the need for Documentation?
It describes the management system.
It provides a positive means of communicating company’s
policy and requirements.
It defines process control and provides for quality control.
It ensures continuity of the system through controlled
changes.
It provides the basis for auditing.
What is written carries authority and
provide record for reference. 15

16. 5 Management Responsibility
EPSON STAMPING
5 Management Responsibility
5.1 Management commitments
Top management shall provide evidence of its commitment by:
a) communicating the importance of meeting customer
requirements
b) establishing Quality Policy and Quality Objectives
c) conducting management reviews 16

17. 5 Management Responsibility
EPSON STAMPING
5 Management Responsibility
5.2 Customer focus
Top management shall ensure that customer needs and
expectations are determined, converted into requirements
and fulfilled with the aim of achieving customer satisfaction. 17

18. 5 Management Responsibility
EPSON STAMPING
5 Management Responsibility
QUALITY
POLICY
5.3 Quality policy
Top management shall ensure that the Quality Policy:
a) includes a commitment to meeting requirements and to
continual improvement
b) is communicated and understood
c) is reviewed for continuing suitability 18

19. QUALITY ASSURANCE QUALITY Quality policy of Singapore EPSON
EPSON STAMPING
Quality policy of Singapore EPSON
QUALITY ASSURANCE
QUALITY
We build quality into our product in
every process by all the staff performing
to their maximum capacity. 19

20. CUSTOMER FIRST Customer satisfaction Quality policy of Singapore EPSON
EPSON STAMPING
Quality policy of Singapore EPSON
CUSTOMER FIRST
CUSTOMER
SATISFACTION
Customer satisfaction
is our first priority in our
activities and we constantly
improve to achieve it. 20

21. FACT CONTROL “Go to the real location, Look at the real thing, and
EPSON STAMPING
Quality policy of Singapore EPSON
FACT CONTROL
We act on the decision from realities
principle :
“Go to the real location,
Look at the real thing, and
Consider the real circumstances.” 21

22. 5 Management Responsibility
EPSON STAMPING
5 Management Responsibility
5.4 Planning
Quality objectives : Top management shall ensure that
Quality objectives are established at relevant functions within
the organization. The objectives shall be measurable and
consistent with the Quality Policy. 22

23. 98 % OR HIGHER in the Fiscal Year 2000.
EPSON STAMPING
SEP STAMPING QUALITY OBJECTIVES
To attain a LOT PASSING RATE of
98 % OR HIGHER in the Fiscal Year 2000.
LOT PASSING RATE =
No. of Lots Passed
No. of Lots Inspected
X 100 %
Definition : 23

24. PROCESS YIELD RATE = SEP STAMPING QUALITY OBJECTIVES
EPSON STAMPING
SEP STAMPING QUALITY OBJECTIVES
To attain a PROCESS YIELD RATE of
99.5 % OR HIGHER in the Fiscal Year
2000.
PROCESS YIELD RATE =
Definition :
Total GOOD Quality Parts (k)
Total Quantity Produced (k)
X 100 % 24

25. DIE SET MAKING F-COST = SEP STAMPING QUALITY OBJECTIVES
EPSON STAMPING
SEP STAMPING QUALITY OBJECTIVES
To attain a DIE SET MAKING F-COST
of 3 % OR LOWER in the Fiscal Year 2000.
Total F-Cost
Total Sales
X 100 %
Definition :
DIE SET MAKING F-COST = 25

26. 5 Management Responsibility
EPSON STAMPING
5 Management Responsibility
5.4 Planning
Quality planning
Top management shall ensure
that the resources needed to
achieve the quality objectives
are identified and planned. 26

27. 5 Management Responsibility
EPSON STAMPING
5 Management Responsibility
5.5 Administration
Responsibility and authority
Management representative
Internal communication QM
Quality manual
Control of document
Control of quality records 27

28. 5 Management Responsibility
EPSON STAMPING
5 Management Responsibility
5.6 Management review
Management review shall be conducted at planned
intervals to ensure its continuing suitability, adequacy
& effectiveness. 28

29. 6 Resource Management 6.1 Provision of resources
EPSON STAMPING
6 Resource Management
6.1 Provision of resources
The organization shall determine and provide
the resources needed:
a) to implement and improve the processes.
b) to address customer satisfaction.
These resources include people, suppliers, information,
infrastructure, work environment & financial resources. 29

30. 6 Resource Management 6.2 Human resources
EPSON STAMPING
6 Resource Management
6.2 Human resources
6.2.1 Assignment of personnel
The assigned personnel shall be competent on the basis
of applicable education, training, skills and experience.
GREAT JOB 30

31. 6 Resource Management 6.2 Human resources
EPSON STAMPING
6 Resource Management
6.2 Human resources
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 ; 31

32. 6 Resource Management 6.2 Human resources
EPSON STAMPING
6 Resource Management
6.2 Human resources
6.2.2 Training, awareness and competency (cont...)
The organization shall :
c) Evaluate the effectiveness of the training
provided ;
d) Maintain appropriate qualifications &
training records. 32

33. 6 Resource Management 6.3 Facilities
EPSON STAMPING
6 Resource Management
6.3 Facilities
The organization shall provide and maintain the facilities to ensure
that the facilities continue to meet operational needs.
Equipment
Workspace
Communication
Hardware
& software
Transport 33

34. 6 Resource Management 6.4 Work environment
EPSON STAMPING
6 Resource Management
6.4 Work environment
The work environment is a combination of human and physical
factors. These factors influence motivation, satisfaction and
performance of people, potentially enhancing the performance
of the organization. 34

35. 6 Resource Management 6.4 Work environment (cont...)
EPSON STAMPING
6 Resource Management
6.4 Work environment (cont...)
Examples of human factors affecting the work environment include :
creative work methodologies and opportunities for
greater involvement of all people
safety rules and guidance, including use of
protective equipment
special facilities for people in the organization 35

36. 6 Resource Management 6.4 Work environment (cont...)
EPSON STAMPING
6 Resource Management
6.4 Work environment (cont...)
Examples of physical factors affecting the work environment include :
light
vibration
pollution
noise
hygiene
heat
cleanliness
air flow
humidity 36

37. 7 PRODUCT REALIZATION 7.1 Planning of realization processes
EPSON STAMPING
7 PRODUCT REALIZATION
7.1 Planning of realization processes
Product realization is that sequence of processes required to
achieve the product.
SECONDARY
PROCESSES QA
INSPECTION
START
CUSTOMER
REQUIREMENTS
INSPECTION
DELIVERY
DESIGN OF
DIE-SET
MASS
PRODUCTION
END
DIE-SET
ASSEMBLY
FIRST
ARTICLE 37

38. 7 PRODUCT REALIZATION 7.1 Planning of realization processes (cont...)
EPSON STAMPING
7 PRODUCT REALIZATION
7.1 Planning of realization processes (cont...)
In planning the processes for realization of product, the
organization shall determine:
quality objectives for the product
the need to provide resources and facilities
verification and validation activities, and the criteria for
acceptability
records to provide confidence of conformity of the processes
and resulting product 38

39. 7 PRODUCT REALIZATION 7.2 Customer-related processes
EPSON STAMPING
7 PRODUCT REALIZATION
7.2 Customer-related processes
Identification of customer requirements
product requirements
availability, delivery and support
Review of product requirements
conducted prior to acceptance of an order to ensure:
Customer communication
contract review 39

40. 7 PRODUCT REALIZATION 7.3 Design and / or development
EPSON STAMPING
7 PRODUCT REALIZATION
7.3 Design and / or development
Design and / or development planning
The planning shall determine:
stages of design processes
review, verification and validation activities
responsibilities and authorities 40

41. 7 PRODUCT REALIZATION 7.3 Design and / or development
EPSON STAMPING
7 PRODUCT REALIZATION
7.3 Design and / or development
Design and / or development inputs 41