KMP5901 TOTAL QUALITY MANAGEMENT Presented by : ANG TUN GEEGS16662 CHANG KHOO KEANGS16423 CHRISTOPHER YINKAGS16454 NG PEAK SUNGS16420 MUHAMMAD HAFIZ AZIZANGS16693 Lecturer : PM DR YUSOF BIN ISMAIL ISO 9000

ISO 9000: What it is? ISO 9000 is an international standard for quality assurance. It is specially for goods & services. (ISO= International Organization for Standardization) What is quality? Quality in normal language is the idea to excellence. Standards of ISO 9000: ISO 9000, ISO 9001, ISO 9002, ISO 9003 and ISO 9004.

ISO HQ ISO Central Secretariat, Case Postal 56, CH-1211 Geneva 20, Switzerland. What does ISO do? Being founded in 1946, and promotes development & harmonization of international standards through members and technical committees.

ISO 9000 & QMS QMS is a management system to direct and control an organization with regard to quality. ISO QMS fundamentals and vocabulary ISO QMS for requirements ISO QMS for production ISO QMS for inspection ISO QMS guidelines Quality Management System

Standards of ISO 9000

ISO QMS fundamentals and vocabulary Titled as Quality Management & Quality Assurance Standards-Guidelines for Selection & Use. Contain: general and basic guidelines for the selection and use of the following four international standards on QMS, explain and clarify on the relationship of these standards.

ISO QMS for requirements Titled: Quality System model for Design- Development, Production, Installation and Servicing. Contain: Recommended QMS model for organizations which carry their own design-product and manufacture with intent to market it.

ISO QMS for production Titled: Quality System model for Production and Installation. Contain: QMS specification to these organizations: Suppliers to ISO 9001 customers Involved in manufacturing or production with limitations

ISO QMS for inspection Titled: Quality System model for Final Inspection and Testing Contain: Specification for organizations that involved in final inspection and/or testing services.

ISO QMS guidelines Titled: Quality Management and Quality System Elements-Guidelines. Contain: Key information and guidelines for developing and implementation of a chosen QMS.

ISO-QMS principles: 1.Customer focus 2.Leadership 3.Staff involvement 4.Process approach 5.System approach to management 6.Continual improvement 7.Approach to decision making 8.Supplier relationships

1.Customer focus To identify and understand customer needs To satisfy customer requirements To meet customer expectations 2. Leadership Leaders establish unity of purpose, direction and internal environment of the organization Leaders establish the context in which staff becomes involved

3. Staff involvement Full involvement of staff at all levels for the benefit of the organization 4.Process approach Managing resources and activities processes to achieve desired results

5.System approach to management Understanding and managing a system of interrelated processes as a contribution to the organization’s 6.Continual improvement Effectiveness and efficiency Must become the organization’s permanent objective

7.Approach to decision making Effective decisions are based on the analysis of data, information and indicators 8.Supplier relationship Allows both organizations to create value

ISO 9000 & TQM ISO and TQM are not interchangeable ISO is considered as a subset of TQM ISO usually implemented in non-TQM environment ISO can improve operations ISO maybe a redundant in TQM environment There is no ISO vs.

3. 1 st Version nd Version rd Version-15 December International Organization for Standardization (ISO), federation of 110 nations standard organization, formed Technical Committee The needs to harmonize various national and international quality standards.

5. Customer can expect their purchase with recognized standards when dealing with ISO 9000 registered organizations. 4. Develop and employ a recognized quality management system.

1. Assure the products or services are consistently fit for their intended purpose. 2. Implementation ISO 9000:2000 has raised to new level quality management principles a. Customer satisfaction b. Continuous improvement c. Leadership d. Involvement of people e. Process approach f. System approach to management g. Factual approach to decision making h. Mutually beneficial supplier relationship 4. Increase organizational competitiveness.

1. Similar requirements and objectives. 2. TQM requires everything required by ISO No corresponding international certification for TQM. 4. TQM organizational seek ISO 9000 registration as a way to satisfy the demands of its customer. 5. ISO 9000 registration can be a good first in to TQM. 6. ISO is properly seen as a subset of total quality.

Appropriate Motives 2. Management make real improvements in the organization’s operations and serve customers in more responsible way. 3. ISO 9000 will have a real and permanent effect with positive attitude and commitment of top management. To Improve operationsTo create or improve quality management To improve customer satisfaction To improve quality and its consistency To improve competitive posture To conform to the customer requirements 1.

COMPATIBILITY OF ISO 9000 & TOTAL QUALITY Similar requirements and objectives. TQM requires everything required by ISO No corresponding international certification for TQM. TQM organizational seek ISO 9000 registration as a way to satisfy the demands of its customer. ISO 9000 registration can be a good first into TQM.

Movement From ISO 9000 to Total Quality and vise versa Company involved in TQM easy to prepare ISO Company has registered under ISO 9000 will have head start to implement Total Quality.

Movement From ISO 9000 to Total Quality and vise versa The major issues with ISO9000 & TQM are required: i. Securing top management commitment, ii. Focusing on customer requirement and satisfaction, iii. Documenting process & procedures

ISO 9000 as an entry into Total Quality ISO 9000 preparation projects can be pursued as the entry projects for implementing TQM. ISO 9000 effort will benefit from the Total Quality preparation phase by having the following components:

ISO 9000 as an entry into Total Quality -An executive-level steering committee, -A vision with the attendant guiding principles, -A set of board objectives, -Baselines on employee & customer satisfaction,

ISO 9000 as an entry into Total Quality - An objectives view of the organization’s strengths and weakness, -An indication of which employees at all levels can be counted on for support during the implementation. ISO 9000 as a logical part of the initial total quality journey.

The ISO 9000 Language Recognize the work is accomplished through many different processes. Identify those processes that may directly impact product or service quality. Plan (i.e., document procedures in writing) for those processes where the absence of such procedures could affect quality and preferably do it before the work starts.

The ISO 9000 Language Establish controls for the following: - employment of the right equipment, -maintenance of that equipment, -The work environment, -Compliance with codes, standards, quality plans, and procedures, -monitoring and control of process parameters,

The ISO 9000 Language -Monitoring and control of product characteristics, -Approval of processes and equipment, -Workmanship criteria.

The ISO 9000 Language Process Flow Diagram for taking Order Seat customer Provide Menu Take Order Write Order Customer ready to Order? Place Order in Queue Write Order No Yes

The ISO 9000 Documentation Pyramid Procedure Policy Practice Proof

The ISO 9000 Documentation Pyramid Level 1: Quality Manual: -Quality policy, policies for each clause,org. chart, indexed to Level 2 QA procedures Level 2: Quality Assurance Procedures: -What the firm does to meet Level 1 policies. Procedure for each clause, indexed to level 3

The ISO 9000 Documentation Pyramid Level 3: Practices: -These are process procedures, work instructions, etc. by which work is accomplish. Level 4: Proof: -These are your records.

ISO 9000:2000 Plan-Do-Check-Art Model Leadership (Management Responsibility) Objectives are set, responsibilities and resources allocated and achievement monitored so that resources can be reallocated. Resources Management The finite resources of the organization; skills equipment and services are maintained and allocated Operations Product Realization Operations from receipt of customer order through design, procurement, manufacturing, service and delivery are planned and controlled. Measurement Analysis Improvement The points where ‘risk’ exists are monitored, from customer, through operations, back to the supplier. Data is collected and analyzed to drive improvement.

Benefits of ISO 9000 Better documentation Positive culture change Greater quality awareness Higher perceived quality Makes for satisfied customers

Concluding Remarks As the international community move rapidly towards globalization there is an increasing need to standardize the quality systems producing the goods and services world wide. ISO 9000 represents an ongoing effort by the International Organization for Standards to comply with the requirements of the global community