Presentation on theme: "Effectively applying ISO9001:2000 clauses 5 and 8"— Presentation transcript:
1 Effectively applying ISO9001:2000 clauses 5 and 8 ISO9001:2000 Clause 5 and 8 workshopVersion JP.10.1-UK Oct 03The High Performance Organisation Ltd
2 Outline of the day Process management for context Clause 5 requirementsExamples of applicationClause 8 requirements
3 What is a process management? Session oneWhat is a process management?Learning points:To understand what is meant by the term management systemTo be able to put process management in context
4 System management Customer satisfaction Products & Economic Services EnvironmentalInputsOutcomes / resultsLawRegulationsSocietyChangeLearn‘system is a collection of processesthat delivers results’
5 A typical system? ‘the system is the business’ Understanding the marketBringing aboutchangeBusinessplanningMonitor &measureperformanceDesign/ enhanceservicesManagingaftersalesDeliverservicesWinningbusinessManagingpeopleManagingassetsManagingfinance‘the system is the business’
6 Process Management Competence Budget Asset use H&S Culture Process as aseries of activitiesMeasure outcomes/ results againsttargetsInputsTeamworkMethodsEnvironmentInformationsharingLearn & improve toEnhance performance
7 Continual improvement of the management system ISO 9001:2000 process modelContinual improvement of the management systemManagementresponsibilityCustomerCustomerResourcemanagementMeasurement,analysis andimprovementSatisfactionRequirementsinputoutputProductrealisationProduct
8 Generally, where the clauses fit? UnderstandingthemarketClause 5Bringing aboutchangeBusinessplanningClause 8Monitor &measureperformanceDesign/ enhanceservicesManagingaftersalesDeliverservicesWinningbusinessManagingpeopleManagingassetsManagingfinanceSupporting ?‘Clause 5 is at the start, clause 8 the end’
9 Management system structure Clauses are seen at system level‘the what’A processA processWith detailed requirementsat process level andA procedureProcedures where required‘the how’TrainingGuidePhotograph
10 The big picture ‘setting off in the right direction is critical’ Systems & processthinkingManagement systems developmentCorporate Social Responsibility / Corporate GovernanceBased onISO 9001:2000Management skills developmentLearning and change‘setting off in the right direction is critical’
11 Session two Clause 5 & process management Learning points: To understand the requirements of clause 5To identify processes activities that meet clause 5 requirements.To understand how the sub-clauses link together.
12 The ‘joined up’ clause 5 ‘these activities should link together’ Identify what customersrequire (5.2)Review performanceof the business (5.6.1)Communicate results (5.5.3)Build quality policybased on thesewants (5.3)Set business & individualobjectives to deliver results(5.4.1)Allocate responsibility &communicate whodoes what? (5.5)Create processes to deliverobjectives (5.4.2)‘these activities should link together’
13 Management Commitment (5.1) Top management …commitment to the development &implementation of the quality management system &continually improve its effectiveness by:Communicating the importance of meeting customer requirementsEstablishing the quality policyEnsuring quality objectives are set.
14 Customer Focus (5.2)Establish customer requirements with aim of enhancingcustomer satisfaction:Identify customerRequirements(5.2)Deliver products& services (7.0)Measure customerSatisfaction (8.2.1)
15 Quality PolicyNeeds to be appropriate to the purpose of the organisationCommitment to comply with requirements andcontinually improve the systemFramework for establishing & reviewing quality objectivesCommunicate & understood within the organisationIs reviewed for suitability.
16 Quality objectives (5.4.1)Requirements:establish objectives at relevant functions and levelsobjectives need to measurable.consider / show how objectives are created in the processall objectives should lead / link to the overall objectivesfor quality objectives read business objectivesobjectives need to be SMARTwill objectives deliver the quality policy.
17 Quality management system planning (5.4.2) Requirements:system must meet objectives and cover clause 4.1maintain integrity when changes are planned & implemented.Make sure these requirements are covered in the processAfter objectives are set, question if current processes willdeliver the objectivesIf not show how changes to processes and / or system arecarried out.
18 Responsibility, authority (5.5.1) Requirement: define and communicate.Best shown on the processes themselvesDon’t forget control points, approvals and decisionsCould be in other documents such as job descriptionsMethod is up to your organisation.‘make sure everyone understands what they areresponsible for’
19 Management Representative (5.5.2) Requirement: management memberprocesses are established, implemented and maintainedreport on system performancepromote awareness of customer requirements.you decide who this is but must be senior persondoesn’t mean that Management Representative has to doeverything – could delegatesomeone must be responsible for the system!!!
20 Internal communication (5.5.3) Requirement: communicate effectiveness of the system.Communicate results:Define the method(s) in your process(es)The method is up to youMethod based upon your organisation’s needs & requirementsConsider current methodsCommunicate results and other factors that impact on effectiveness.
21 Management review (5.6)Requirements: Top management review performance of thesystem identifying opportunities for improvement and the need to changethe system, objectives or policy.Can call the review what you like – it is your businessReview can happen often as you like – but must be plannedConsider inputs in the Standard and other business needsOutputs are improvements and resource needsReview is often already happening – e.g. Board meetingShow the review in the processKeep a record – but format is up to you.
22 Exercise 1 In groups consider the following processes and identify where the clauses below are covered:Customer focusQuality policy5.4.1 Quality objectives5.4.2 Quality management system planning5.5.1 Responsibility & authority5.5.3 Internal communicationManagement review.
23 Exercise 2 Map a business planning process for your organisation and show where the main elements of clause 5 are covered:Customer focusQuality policy5.4.1 Quality objectives5.4.2 Quality management system planning5.5.1 Responsibility & authority5.5.3 Internal communicationManagement review.
24 Session three Clause 8 & process management Learning points: To understand the requirements of clause 8To identify processes activities that meet clause 8 requirementsTo understand how the sub-clauses link together.
25 Generally, where the clauses fit? UnderstandingthemarketClause 5Bringing aboutchangeBusinessplanningClause 8Monitor &measureperformanceDesign/ enhanceservicesManagingaftersalesDeliverservicesWinningbusinessManagingpeopleManagingassetsManagingfinanceSupporting ?‘Clause 5 is at the start, clause 8 the end’
27 Customer satisfaction (8.2.1) Requirements:monitor information relating to customer perceptionrelates to whether or not customer requirements have been metdetermine methods for collecting & using information.the method for collecting information is up to youconsider using methods / resources already in placeshow the method in the processlink the analysis / information collected back to requirements.
28 Customer Satisfaction (8.2.1) Establish customer requirements with aim of enhancingcustomer satisfaction:Identify customerRequirements(5.2)Deliver products& services (7.0)Measure customerSatisfaction (8.2.1)
29 Internal audits (8.2.2) need to audit compliance and effectiveness Requirements:planned intervals – check compliance & effectivenessprogramme is planned based on importance of processesselect auditors who are independent & objectiveneed a documented proceduretake timely actions.need to audit compliance and effectivenessschedule is based on risk to the businessauditor competence is keycan report areas for improvement as well as non-conformancesdon’t have to call them ‘audits’make sure results are fed into Management Reviewreports can be ‘free format’.
32 Monitor & measure processes (8.2.3) Requirements:measure processes to demonstrate planned results are achievedtake correction and corrective action when results are not achieved.not all processes need measures, key ones douse targets and trends to show performancefeed results into Management Reviewuse the results to stimulate improvement activitycommunicate results.
33 Monitor & measure products (8.2.4) Requirements:measure the characteristics of the product, where applicable to show productrequirements have been metkeep records of acceptance criteriadon’t release products / services until planned arrangements have takenplace unless authorised by the Customer or other relevant authority.measure performance against targetsshow trends that can identify improvementskeep records of individual product acceptancereport trends / results to Management Reviewmake sure it is clear who has authorisation to release products / services.
34 Non-conforming product (8.3) Requirements:identify products / services so that they can’t be used unintentionallyneed a documented procedure to show controls and responsibilitiestake appropriate action, record including any concessionsre-verify after any product / services correctionsif problem occurs after the product / service has been deliveredtake appropriate action.could take place in more than one processnon-conforming product could be called anythingwrite procedure and align with appropriate processesretest products & services that have previously non-conformedinclude product / service recall in appropriate process.
35 Analyse data (8.4) review information collected from all measurement Requirements:determine, collect and analyse appropriate data to demonstrate suitabilityand effectivenessevaluate where improvements can take placedata shall include customer satisfaction, conformity to product requirements,process and product measures and suppliers.review information collected from all measurementactivity, not just aboveshow clearly where improvement could take placefeed information into management reviewmanager’s need to know the critical areas to work onnot necessarily lots of detail.
36 Continual improvement (8.5.1) Requirements:the organisation shall continually improve the effectiveness of the systemdo this by using results, corrective actions, data etc.formal / large improvements use a process as part ofthe systemsmaller improvement could take place in more than one processuse business process improvement etc. methodology as a base.
37 Corrective Action (8.5.2)Requirements:eliminate the causes of non-conformities to prevent recurrenceneed a documented proceduremake sure areas in Standard are covered, including a record of action taken.corrective action take place after something has happened thathas gone wronghappens through out the systemdoesn’t have to be called ‘corrective action’identify where in other processes ‘corrective action’ takes placewrite a procedure(s) and add to relevant activit(ies) in processes.
38 Preventive Action (8.5.3)Requirements:eliminate the causes of potential nonconformities to prevent occurrenceactions are appropriate to the effect of the potential problem.preventive action take place before activity takes placehappens through out the systemdoesn’t have to be called ‘preventive action’ – could be trials, testsrisk assessmentsidentify where in other processes ‘preventive action’ takes placewrite a procedure(s) and add to relevant activit(ies) in processes.
39 Exercise 3 In groups consider the following processes and identify where the clauses below are covered:8.2.1 Customer satisfaction8.2.2 Internal audit8.2.3 Monitoring and measurement of processes8.2.4 Monitoring and measurement of productControl of nonconforming productAnalysis of data8.5.1 Continual improvement8.5.2 & Corrective & Preventive action.
40 Exercise 4Map a monitoring performance and / or a business improvementprocess for your organisation and show where the mainelements of clause 8 are covered:8.2.1 Customer satisfaction8.2.2 Internal audit8.2.3 Monitoring and measurement of processes8.2.4 Monitoring and measurement of productControl of nonconforming productAnalysis of data8.5.1 Continual improvement8.5.2 & Corrective & Preventive action.
41 Activities first, clauses second Session fourActivities first, clauses secondLearning points:To understand that process requirements depend upon the organisationTo understand that demonstration to meeting each clause will bedifferent for different organisations.
42 Exercise 5 Given the following management systems, where would expect to find the sub clausesFor clauses 5 & 8.