2. Introduction to ISO 9000 Standards

3. 2/24Introduction to ISO 9000 and the management system concept A few words about ISO Refer to “ISO” not I-S-O Because “ISO” is not a set of initials but an international name Derived from the Greek word “isos” meaning “equal” Long name in English I nternational O rganization for S tandardization

4. 3/24Introduction to ISO 9000 and the management system concept A few words about ISO (cont.) Whatever the country, whatever the language the short form is always “ISO”

5. 4/24Introduction to ISO 9000 and the management system concept Who is ISO? ISO is an international agency consisting of 156 member countries including Kenya ISO was formed in 1947 and is based in Geneva, Switzerland It develops international standards to foster increased trade of products and services By July 2005, ISO had published over 15,000 standards

6. 5/24Introduction to ISO 9000 and the management system concept The ISO 9000 Family fame Most widely known and successful series of standardsMost widely known and successful series of standards Gaining wider interest in new management of Public administrationsGaining wider interest in new management of Public administrations Represents an international consensus on good management practicesRepresents an international consensus on good management practices Is a tried and tested framework of managing your business processIs a tried and tested framework of managing your business process

7. 6/24Introduction to ISO 9000 and the management system concept What is ISO 9000? A set of standardized requirements for quality management system Applicable to any organization regardless of it’s size or whether public or private sector As at December 2004 over 670,399 companies had received certification from 70,364 in 1994.

8. 7/24Introduction to ISO 9000 and the management system concept The ISO 9000 Family Four Primary standards ISO 9000:2005, QMS – Fundamentals and Vocabulary ISO 9001:2000, QMS – Requirements ISO 9004:2000, QMS – Guidelines for performance improvements ISO 19011:2002, Guidelines on quality and/or environmental systems auditing

9. 8/24Introduction to ISO 9000 and the management system concept ISO 9000:2005 – Vocabulary (examples) Process – set of interrelated or interacting activities which transform inputs into outputs Product – result of a process Top management – a person or group of people who direct and control an organization at the highest level Requirement – need or expectation that is stated, generally implied or obligatory Customer satisfaction – customer’s perception of the degree to which the requirements have been fulfilled

10. 9/24Introduction to ISO 9000 and the management system concept ISO 9001:2000 0 – Introduction 1 – Scope 2 – Normative reference 3 – Terms and definitions 4 – Quality Management system 5 – Management responsibility 6 – Resource Management 7 – Product realization 8 – Measurement, analysis & improvement

11. 10/24Introduction to ISO 9000 and the management system concept How to use ISO 9000 family ISO 9000 to comprehend the principles of quality management, function of quality management and correct use of terms ISO 9001 to assess a QMS or specify generic requirements for a QMS ISO 9004 to improve the QMS ISO 19011 to manage an internal and external audit programme

12. 11/24Introduction to ISO 9000 and the management system concept Features of ISO 9000 standards Based on Eight Quality Management principles as the philosophy Consistent in terminology Emphasis on processes Employs QMS process model Embraces the spirit of Continual Improvement Allows for permissible Exclusions

13. 12/24Introduction to ISO 9000 and the management system concept The Process Approach The “Plan-Do-Check-Act” cycle, also known as the “Deming Cycle” A dynamic cycle that is deployed to organization’s processes Associated with the planning, implementation, control and continual improvement

14. 13/24Introduction to ISO 9000 and the management system concept Process Approach (P-D-C-A) Note in Clause 0.2 Plan:establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization's policies; Do:implement the processes; Check:monitor and measure processes and product against policies, objectives and requirements for the product and report the results; Act:take actions to continually improve process performance;

15. 14/24Introduction to ISO 9000 and the management system concept BENEFITS OF IMPLEMENTATION OF ISO 9000 QMS To operate efficiently To achieve customer satisfaction To improve financial results Satisfy all the stakeholders To secure sustainability

16. 15/24Introduction to ISO 9000 and the management system concept Internal benefits include:- Increased productivity Less scrap and rework Increased employee satisfaction Continual improvement Increased profits

17. 16/24Introduction to ISO 9000 and the management system concept EXTERNAL/MARKETING BENEFITS INCLUDE:- An internationally recognised QMS Increased opportunities in specific markets Increased customer satisfaction

18. 17/24Introduction to ISO 9000 and the management system concept What do others say? Customer satisfaction 67%Customer satisfaction 67% Quality of product/services 57%Quality of product/services 57% Improved productivity 60%Improved productivity 60% Retained customers 51%Retained customers 51% Improved bottom-line (Profit) 48%Improved bottom-line (Profit) 48% Greater market share 37%Greater market share 37%

19. 18/24Introduction to ISO 9000 and the management system concept Thanks for your Attention Questions ?