ISO 9000 and Public Awareness and Information Session 22 February 2006 Owen Glave, MBA-TQM

22 February 2006Owen Glave Background ISO WAS FORMED FEBRUARY 23, 1947 IN GENEVA ISO WAS FORMED FEBRUARY 23, 1947 IN GENEVA FIRST FAMILY OF QUALITY STANDARD RELEASED 1987 FIRST FAMILY OF QUALITY STANDARD RELEASED 1987 FIRST ENVIRONMENTAL STANDARD RELEASED IN 1996 FIRST ENVIRONMENTAL STANDARD RELEASED IN 1996

22 February 2006Owen Glave STANDARD BODIES COUNTRIES Bureau Bureau of Standards Jamaica

22 February 2006Owen Glave PURPOSE Facilitate Facilitate harmonization of standards Single set of standards that people everywhere would recognize and respect.

22 February 2006Owen Glave What is ISO 9000? Primarily Primarily concerned with Quality Management Achieve Achieve Customer Satisfaction and continual improvement ISO ISO 9001:2000 is the actual specification for QMS. It can be used irrespective of size or type of organization

22 February 2006Owen Glave What is ISO 14000? Primarily Primarily concerned with Environmental Management Minimize Minimize harmful effects on the environment Continual Continual Improvement of environmental performance

22 February 2006Owen Glave ISO 9001:2000 and 14001:2004 apply to all types of organizations Manufacturing Processing Manufacturing Processing Service Shipping Service Shipping EnergyTelecommunications EnergyTelecommunications Food processingAgriculture Food processingAgriculture GovernmentEducation GovernmentEducation TourismCommerce TourismCommerce

22 February 2006Owen Glave Why is ISO 9001:2000/14001:2004 Important? It is important because it is recognized internationally and utilized in over 154 countries It is important because it is recognized internationally and utilized in over 154 countries It is important because it is system oriented and allows for greater efficiency. It is important because it is system oriented and allows for greater efficiency.

22 February 2006Owen Glave QUALITY MANAGEMENT PRINCIPLES Customer focused organization Customer focused organization Leadership Leadership Involvement of People Involvement of People Process approach Process approach System approach to management System approach to management Continual Improvement Continual Improvement Factual approach to decision making Factual approach to decision making Mutually beneficial supplier relationships Mutually beneficial supplier relationships

22 February 2006Owen Glave Do I need ISO 9001? Need to control or improve the quality of your product or services. Need to control or improve the quality of your product or services. Fulfill Customers’ expectation Fulfill Customers’ expectation Mandatory (For trade). Mandatory (For trade). Need to access international markets Need to access international markets Implement more efficient process and procedures Implement more efficient process and procedures More involvement and empowerment of employees More involvement and empowerment of employees

22 February 2006Owen Glave Step by Step Approach to ISO 9000? Management Responsibility - Establish a Quality Policy - All employees must understand the Quality Policy - Provide Focus - Needs to be measurable - Commitment to Quality (written) - Management commitment should be visible and active

22 February 2006Owen Glave Step by Step Approach to ISO 9000? Management Responsibility - Decide on actions for improvement - Review System periodically - Ensure Focus on Customer Requirements - Ensure Appropriate processes are implemented

22 February 2006Owen Glave Step by Step Approach to ISO 9000? Resource Management - Competence Awareness and Training - Develop new working methods - Get Additional equipment if necessary - Infrastructure - Work Environment

22 February 2006Owen Glave Step by Step Approach to ISO 9000? Product Realization Planning and Product Realization - Quality - Quality Objectives and Requirements of the Product - The - The need to establish processes, documents and provide resources specific to the product - Verification, - Verification, Validation, Monitoring, Inspection and Test Activities specific to the product and criteria for product acceptance

22 February 2006Owen Glave Step by Step Approach to ISO 9000? Product Realization Customer Related Processes - Delivery and Post delivery activities - Statutory and Regulatory requirements - Customer Communication -Accommodate customer feedback and customer complaints

22 February 2006Owen Glave Step by Step Approach to ISO 9000? Product Realization Purchasing - Ensure that purchased product conforms to specified purchase requirements - Evaluate and Select Suppliers based on ability to supply product. - Criteria for Selection Evaluation and Re- Evaluation should be established -

22 February 2006Owen Glave Step by Step Approach to ISO 9000? Product Realization Identification and Traceability - Where traceability is a requirement, unique identification should be established

22 February 2006Owen Glave Step by Step Approach to ISO 9000? Monitoring and Measurement - Internal Audit - Control of Non-conforming product - Analysis of Data - Customer - Customer Satisfaction - Conformity to Product Requirements - Suppliers - Corrective Action - Preventative Action

22 February 2006Owen Glave Why ISO 9001/14000 for SMEs Minimum acceptable standards. Minimum acceptable standards. Quality of deliverables are clearly established. Quality of deliverables are clearly established. Enforcing the objectives within the framework for growth and development. Enforcing the objectives within the framework for growth and development.

22 February 2006Owen Glave Why ISO 9001/14000 SMEs? Vision Vision Establishment of world class systems Establishment of world class systems Quality is not confined to a physical product. Quality is not confined to a physical product. Corporate Social Responsibility Corporate Social Responsibility People are becoming more environmentally aware and implementing environmentally friendly practices People are becoming more environmentally aware and implementing environmentally friendly practices

22 February 2006Owen Glave Why ISO 9001/14001 for SMEs Proactive organizations are adopting ISO 9001 management system as part of their development and modernization programme. Proactive organizations are adopting ISO 9001 management system as part of their development and modernization programme. Boost efficiency of the services. Boost efficiency of the services. Bridge the gap between consumers’ expectation and the quality of service delivered. Bridge the gap between consumers’ expectation and the quality of service delivered. Continual improvement through a corrective and preventative action process Continual improvement through a corrective and preventative action process

22 February 2006Owen Glave Benefits Certification demonstrates the recognition of Certification demonstrates the recognition of quality throughout organization quality throughout organization Decrease in wasted time, materials, and efforts. Decrease in wasted time, materials, and efforts. Inculcating values of excellence and best practices. Inculcating values of excellence and best practices. Establish leadership role within organization. Establish leadership role within organization. Increased recognition by international partners Increased recognition by international partners Ability to maintain standards of quality and excellence. Ability to maintain standards of quality and excellence.

22 February 2006Owen Glave Benefits Roles and responsibilities are clearly defined via documented procedures Roles and responsibilities are clearly defined via documented procedures As variation is eliminated, efficiency improves. As variation is eliminated, efficiency improves. As efficiency improves the cost of quality service is reduced. As efficiency improves the cost of quality service is reduced. Growth in Customer Satisfaction Growth in Customer Satisfaction

22 February 2006Owen Glave Benefits – Increased employee morale as they are asked to take control of their processes (empowerment). – Reduction in conflicts. – Transformation from a reactive organization to a pro-active, preventative organization. to a pro-active, preventative organization.

22 February 2006Owen Glave Benefits Improved communications. Improved communications. Major transformation that would change the mind set. Major transformation that would change the mind set. Institutionalize a culture of excellence. Institutionalize a culture of excellence. Performance evaluation (Continuous Improvement) Performance evaluation (Continuous Improvement)

22 February 2006Owen Glave GAP ANALYSIS Gaps that exist between the ISO 9001or Standard and your organization's processes. Gaps that exist between the ISO 9001or Standard and your organization's processes.

22 February 2006Owen Glave IMPLEMENTATION Establish a Steering Committee Establish a Steering Committee Project Team Selection Project Team Selection Project Team Training Project Team Training Process Analysis Process Analysis Systems Documentation. Systems Documentation. End Users Training End Users Training Implement System Documentation Implement System Documentation Pre-registration Assessment Audit Pre-registration Assessment Audit Correct Non-conformances Correct Non-conformances

22 February 2006Owen Glave CORPORATE STEERING COMMITTEE Top Management Commitment Top Management Commitment Strategies, Objectives, Planning Activities,Policies. Strategies, Objectives, Planning Activities,Policies. Choose Management Representative Choose Management Representative Assign Resources and Responsibilities Assign Resources and Responsibilities Communicate Decisions Communicate Decisions Management Review Management Review

22 February 2006Owen Glave Project Team Oversee the creation and use of the necessary documentation Oversee the creation and use of the necessary documentation All levels within the organization. All levels within the organization. Training(Content and Intent of the standards. Training(Content and Intent of the standards. Practical examples of how it is adopted by your industry. Practical examples of how it is adopted by your industry. Awareness training Awareness training

22 February 2006Owen Glave Process Analysis Analysis of all the processes involved in the creation of output. Analysis of all the processes involved in the creation of output. Reviewing the inputs and outputs as well as waste. Reviewing the inputs and outputs as well as waste. Process Design. Process Design.

22 February 2006Owen Glave Systems Documentation Quality Policy Manual Quality Policy Manual Operating Procedures Manual Operating Procedures Manual Work Instructions Work Instructions Objective and Targets Objective and Targets Records Records

22 February 2006Owen Glave END USERS TRAINING Awareness Awareness Procedural Training Procedural Training

22 February 2006Owen Glave PRE-REGISTRATION ASSESSMENT AUDIT INTERNAL AUDIT INTERNAL AUDIT

22 February 2006Owen Glave POST-IMPLEMENTATION PREPARE FOR REGISTRATION AUDIT PREPARE FOR REGISTRATION AUDIT REGISTRATION AUDIT AND FIX NON- CONFORMANCES REGISTRATION AUDIT AND FIX NON- CONFORMANCES GAIN REGISTRATION GAIN REGISTRATION

22 February 2006Owen Glave POST-IMPLEMENTATION CELEBRATION CELEBRATION AND COMPLIANCE

22 February 2006Owen Glave For Further information