4 What is a Quality Management System? Policies,ProcessesProcedures
5 What is a Quality Management System? Required for planning and executing business processesTo meet customer requirementsAccredited to International Standards by a RegistrarISO 9001:2008 is an example
22 Success Determined by State of Preparedness Size of Organization Complexity of processes
23 Quality Management Guidelines for ISO STANDARD 10014:2006Quality Management Guidelines forrealizing financial and economic benefits
24 A Strategic ChoiceEffective Application of ISO 9000 QM Principles = Financial & Economic benefitsFinancial benefit results from cost-effective management practices within the organization.Economic benefit results from improvements in the overall worth and health of the organization.
25 ISO 9001 Management Principles Customer FocusLeadershipPeople InvolvementProcess ApproachSystems ApproachContinual improvementFactual Approach to Decision MakingMutually Beneficial Supplier Relationships
26 Derived Benefitsimproved profitability, improved revenues, improved budgetary performance,reduced costs, improved cash flow, improved return on investment,increased competitiveness, improved customer retention and loyalty, improved effectiveness of decision making, optimized use of available resources,heightened employee accountability, improved intellectual capital, optimized, effective and efficient processes,improved supply chain performance, reduced time to market,enhanced organizational performance, credibility and sustainability.
42 NHF 2003 Government Agency Startup company Provision of benefits Customer base – 150,000Single locationEmployees - 34
43 Steps to ISO 9000 Certification Hire Quality Management ConsultantConduct Gap AnalysisEstablish Quality PolicyRedefine Business Processes=> 3 Core ProcessesIndividual BenefitsInstitutional BenefitsHealth Promotions
44 Steps to ISO 9000 Certification Company Wide Quality SeminarPrepare Quality Manual (electronic records)Quality PoliciesQuality Objectives21 ProceduresEstablish Quality MetricsPrepare Work Instructions
45 Steps to ISO 9000 Certification Quality Training for ALLAudit Training (34 employees)Appoint Lead AuditorsConduct Pre-Assessment Audits (2)Contract RegistrarISOQUAR Ltd (2005 – 2009)NCBJ (2009 – present)
46 Steps to ISO 9000 Certification Registration AuditAudit Training (34 employees)Conduct Internal Audits2 per yearSurveillance AuditsRe-Registration Audits2008, 2011
47 How much does it cost?First Year – US$ 18,000Annual – US$ 5,000
48 How much does it cost?First Year – US$ 18,000Annual – US$ 5,000