QUALITY MANAGEMENT Chapter 7 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION (iso 9000) Dr. Rosmaini Tasmin Faculty of Technology Management and Business UTHM Johor

Introduction ISO was founded to develop a common set of manufacturing, common trade, and communications standards, in 1946 @ Geneva, Switzerland. ISO standard was based on British Standard ANSI is for the United States’ quality governing body as for SIRIM for Malaysia ISO Technical Committee ISO/TC 176, Quality Management and Quality Assurance ISO9000 standard was published in 1987, revised in 1994, and updated in 2000, 2005 & 2008 (latest).

Why ISO in 1946 ? N

ISO 9000 of Standards ISO 9000 of Standards Series – QMS on fundamentals and vocabulary (guidelines/dictionary) ISO 9001:2008 – Requirements for design, development, manufacturing & installation / service + continual improvement ISO 9002:2008 – Requirements for manufacturing and installation / service ISO 9003:2008 – Requirements for installation / service / sales

ISO 9000 of Standards ISO 9004:2008 – Quality management systems for guidelines for continual improvement ISO 9000 Series ISO 9001 Ref. doc D,M,S ISO 9002 M,S ISO 9003 S ISO 9004 Guidelines for CI

Other Quality Governing Bodies

Quality Mgmt Principles ISO 9000:2008 features: User friendliness Process approach Continual improvement Resource management Integration of QMS into other mgmt. systems Eight (8) quality management principles

Management Principles Eight (8) Quality Management Principles Principle 1: Customer Focus should meet customer requirements and strive to exceed customer expectations. Increased revenue and market share obtained through flexible and fast responses to market opportunities Increased effectiveness (target met) Improved customer loyalty

Management Principles Eight (8) Quality Management Principles Principle 2: Leadership - establishing unity of purpose and direction of the organization. Vision, Mission, Direction, Objectives Motivated towards the organization's goals and objectives Activities are evaluated, aligned and implemented in a unified way Clear communications (transparent)

Management Principles Eight (8) Quality Management Principles Principle 3: Employee Involvement - all levels are full involved and this enables their abilities to be used for the organization's benefit. Motivated, committed and involved people within the organization Innovation and creativity Accountable for their own performance Contribute to continual improvement (CI)

Management Principles Eight (8) Quality Management Principles Principle 4: Process Approach - desired result is achieved more effectively when activities and related resources are managed as a process. Lower costs and shorter cycle times Predictable results Prioritized improvement

Management Principles Eight (8) Quality Management Principles Principle 4: Process Approach - desired result is achieved more effectively when activities and related resources are managed as a process. Lower costs and shorter cycle times Predictable results Prioritized improvement

Management Principles Eight (8) Quality Management Principles Principle 5: System approach to management - Identifying, understanding and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency Integration and alignment of the processes Providing confidence to interested parties

Management Principles Eight (8) Quality Management Principles Principle 6: Continual Improvement - Continual improvement of the organization's overall performance should be a permanent objective of the organization. Performance advantage through improved organizational capabilities Flexibility to react quickly to opportunities Alignment of improvement activities at all levels

Management Principles Eight (8) Quality Management Principles Principle 7: Decision based on facts - Effective decisions are based on the analysis of data and information. Informed decisions Ability to demonstrate the effectiveness of past decisions based on records ability to review, challenge and change opinions and decisions

Management Principles Eight (8) Quality Management Principles Principle 8: Mutual beneficial supplier relationship - organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value. Flexibility and speed of joint responses to changing market Optimization of costs and resources

Any question?, if not…