1. ISO 9000 - Quality management International Organization for Standardization International Organization for Standardization It addresses various aspects of quality management and contains some of ISO’s best known standards. The standards provide guidance and tools for companies and organizations who want to ensure that their products and services consistently meet customer’s requirements, and that quality is consistently improved.

2. Eight Quality Management Principles These principles were chosen because they can be used to improve performance and achieve success.

3. 1) Focus on your customers - Organizations should understand customer needs, meet customer requirements, exceed customer expectations.. 2) Provide leadership - Leaders should establish a unity of purpose and set the direction the organization should take, create an environment that encourages people to achieve the organization's objectives. 3) Involve your people- Organizations should encourage the involvement of people at all levels & should help people to develop and use their abilities 4) Use a process approach -Organizations are more efficient and effective when they use a process approach to manage activities and related resources.

4. 5) Take a systems approach- I t is efficient and effective when they use a systems approach it should identify interrelated processes and treat them as a system & use a systems approach to manage their interrelated processes. 6) Encourage continual improvement- Organizations should make a permanent commitment to continually improve their overall performance 7) Get the facts before you- Organizations should base decisions on the analysis of factual information and data. 8) Work with your suppliers -Organizations should maintain a mutually beneficial relationship with their suppliers.

5. ISO 9000 S TRATEGIC O BJECTIVES Customer Service -Provide all customers the best quality training and services possible consistent with available resources and serve as a resource center to analyze customer needs. Regulatory -Design, develop, and conduct courses for personnel working in the maritime community that meet individual and company Simulation, Training, Assessment & Research needs as well as being in compliance with the latest national and international rules, regulations, and guidelines. Technology -Acquire, use, and apply the latest technology and information in the field of maritime training consistent with available resources in the development and delivery of Simulation, Training, Assessment & Research. Ethics- Conduct all business in an ethical and professional manner sensitive to human needs and social responsibilities in order to achieve our customers’ goals and create opportunities for our employees.

6. Continuous Improvement- Identify and examine non-conformities in design, delivery, and customer service to determine processes that require improvement and implement necessary changes to continually improve. Employee Acceptance- Create and maintain an environment that encourages teamwork, cooperation, initiative, leadership, problem solving, constructive decision- making, fiduciary responsibility, and a commitment to continuous improvement Leadership- Provide expertise and input to industry and regulatory bodies that promotes the improvement of safety at sea, protection of the marine environment, and the overall betterment of the maritime community.

7. ISO 9000 Q UALITY P OLICY The quality policy is a general statement made by top management that it intends to achieve quality as a result of the company's operation. By SCOT DAWSON

8. Offers one of the most effective ways for businesses to manage and control all company documentation, by ensuring compliance with relevant regulations. This is particularly important in industries that operate and rely on efficient and reliable processes, such as accounting, food safety, ISO, Medical Device manufacturing, Healthcare and Information Technology also ensures that a far greater level of quality management and control can be implemented, and makes it possible to identify cases of non-compliance so that these can be dealt with effectively and quickly. Document Control

9. Control of Records The energy, effort and expense of keeping up your quality records are ongoing investments in building a reference-base for analysis, compliance and improvement. By SCOT DAWSON

10. Internal Quality Audits Rationale by Ron Kurtus (14 March 2001) We believe it is important that we regularly check or audit our quality system to make sure everyone is following company policy, procedures, and work instructions. This is done in order to avoid risk of losing control of our quality system operations. We believe that effective internal quality audits will result in reduced costs by helping to eliminate wasted effort and material. It will also ultimately result in increased business due to customer satisfaction from getting expected goods and services.

11. ISO 9001 Control of Non-Conformance Your non-conformance procedure must address how you deal with problems: > actions to stop the use of reject or suspect items > how your concession system works > actions to correct the problem > how an item is checked following rework > how you will do a product recall or retro-fit

12. Corrective Action Correcting a problem means correcting the process "The secret to an effective approach to correcting and preventing problems through a corrective action process is surprisingly more simple than expected... Once you gain an understanding of what makes things work right, it becomes obvious what makes things go wrong” By SCOT DAWSON

13. Preventive Action According to ISO 9000:2000 the definition of preventive action is: "Action to eliminate the cause of a potential nonconformity or other undesirable potential situation". Preventive actions are of a pro active nature. They do not wait for nonconformance to occur.