1. Quality Management Systems Denise Walk Mark Tegeler Charles Bovard

2. What is ISO? International Organization for Standardization Founded in Geneva, Switzerland – 1946 ISO Standards facilitate the exchange of goods and services worldwide. They serve to safeguard consumers, and users in general, of products and services. When things go well – for example, when systems, machinery and devices work well and safely – then often it is because they conform to standards. ISO is responsible for many thousands of the standards which benefit society worldwide. www.iso.org

3. What is ISO con’t ISO standards are voluntary, but may be a market requirement at times. Quality system registration involves assessment and audit by a third party.

4. Why Become ISO Certified? Market forces may drive a company to become certified. A desire to improve processes. Customers may require certification. A desire to conduct business internationally.

5. ISO 9000 Standards Say what you do Do what you say Prove that you did it

6. ISO 9000 Standards The standard has eight clauses. The first three are for information and the last five are requirements the organization must meet. 1. Scope 2. Normative Reference 3. Terms and Definitions 4. Quality Management System (QMS) 5. Management Responsibility 6. Resource Management 7. Product Realization 8. Measurement, Analysis and Improvement

7. ISO 9000 Standards

9. ISO 9000 Class Exercise Clause 4 - Quality Management System (QMS) 4.2 - Documentation Work Instruction 4 departmental teams will be responsible for flowcharting and/or documenting one aspect of their department.

10. Hilton Ping Liu

12. 4 Departments Front Desk Housekeeping Maintenance Valet Parking ISO requires documented work instructions for your department. Select one critical function to document to fulfill clause 4.2.

13. Hilton Ping Liu Example for the Reservations Department

14. Class Exercise What did we learn from this experience? Say what you do Do what you say Prove that you did it How do you prove that you did it?