Seminar Series on Total Quality Management -Bijay Lal Pradhan

Quality system standard International Organization for Standardization (ISO) In 1946, delegates from 25 countries met in London and decided to create a new international organization, with objective of “facilitate the international coordination and unification of industrial standard. The new organization, ISO, officially began operations on 23 February 1947.

The ISO 9000 series of quality-management standards, guidelines and technical reports was first published in 1987 and it is reviewed at every five years. Between 1947 to present day, ISO has published more than 15000 International Standards.

ISO 9000 series ISO 9000 provides a framework for quality management throughout the processes of producing and delivering products and services for the customer. ISO 9000 is more concern with quality management. ISO 9000 series has five international standards on quality management.

ISO 9000 series ISO 9001 It provides the model for an organization which is involved in the management of design as well as in producing the product or service. Thus, in service organizations or organizations provide professional services where the service is offered or designed to meet the specific needs of the customer.

ISO 9000 series ISO 9002 It is an appropriate model for many manufacturing industries producing standard items or service organizations, such as retailing outlets providing a standard service. ISO 9003 It is only used for those organizations whose product is already manufactured and is simply inspected before being supplied.

ISO 9000 series ISO 9004 It requires that a company’s service be defined with specific characteristics documented, such as dependability, capacity safety, security, courtesy and accuracy. The standard also addresses the importance of employee involvement and motivation in providing quality service and vesting a service quality loop, which enables internal and external measurement of customer service.

Certification process of ISO 9000 Top management commitment Establish implementation team Start ISO 9000 awareness programs Provide Training Conduct initial status survey Create a documented implementation plan

Certification process of ISO 9000 Develop QMS documentation Develop Document of control Implementation Internal quality audit Management review Pre-assessment audit Certification and registration Continual Improvement

Requirement of ISO 1. Understanding customer needs and expectations, i.e., a customer focus; 2. Creating a unity of purpose and a quality culture, i.e., leadership; 3. Developing and motivating the people, i.e., involvement of people; 4. Managing processes effectively, i.e., the process approach; 5. Understanding interactions and interdependencies, i.e., the systems approach; 6. Continually seeking better ways of doing things, i.e., continual improvement; 7. Basing decisions on facts, i.e., the factual approach; 8. Realizing that you need others to succeed, i.e., mutual beneficial relationships.

Benefit of ISO Well defined and documented procedures improve the consistency of output Quality is constantly measured Procedures ensure corrective action is taken whenever defects occur Defect rates / issues decrease Defects / issues are caught earlier and are corrected at a lower cost Defining procedures identifies current practices that are obsolete or inefficient Documented procedures are easier for new employees to follow Organizations retain or increase market share, increasing sales or revenues

Drawback of ISO Top management if has incomplete understanding of the process and its requirements results in wasted time and effort. Funding for establishing the quality system. Heavy emphasis on documentation. Length of the process

ISO 14000 The ISO 14000 series is composed of five major components: 1. Environmental Management Systems 2. Environmental Auditing 3. Environmental Performance Evaluation 4. Environmental Labeling 5. Life Cycle Assessment

Nepal Bureau of standards and Metrology (Nepal Standard) Functions, Duties and Responsibilities of NBSM To work as a secretariat to Nepal Council for Standards (NCS); To assist NCS by formulating draft Standards; To grant the license to use NS Mark on industrial products incompliance with relevant Nepal Standards as approved by NCS; To carry out the inspection and supervision activities on industrial production and processes;

To carry out necessary surveillance in the market; To provide testing facilities, calibration and laboratory accreditation services; To appoint or designate inspectors; To act as signatory of the agreement with the industry on proper use of license; To renew, suspend or to cancel the license to use NS mark; To carry out the activities on information dissemination, training and international relation on standardization, metrology and quality control, certification as well as laboratory accreditation.

Malcolm Baldrige National Quality Award Criteria Leadership (120 points) Strategic planning (85 points) Customer and market focus (85 points) Information and analysis (90 points) Human resource focus (85 points) Process management (85 points) Business results (450 points)

The European Quality Award Leadership (100 points) People management (90 points) Policy and strategy (80 points) Resources (90 points) Processes (140 points) People satisfaction (90 points) Customer satisfaction (200 points) Impact on society (60 points) Business results (150 points)

Deming Prize First-level categories: policy, organization and its management, education and dissemination, quality information management, analysis, standardization, control, quality assurance, results, planning Second-level categories (examples of policy elements): management and quality policies, policy generation, consistency of policies, use of statistical methods, policy transmission/diffusion, review of policies and results, relationship between policies and plans.