2. International Organization for Standardization Develops voluntary standards to help promote international trade Network of national standards bodies Has published over 19,500 international standards covering technology and manufacturing

3. Family of standards relating to quality management systems

4. ISO 9000: 2005 – Basic concepts and language ISO 9001: 2008 – Requirements of a quality management system ISO 9004: 2009 – How to make quality management systems more efficient and effective

5. Covers concepts and language Helps make sure everyone is using the same terms to mean the same thing.

6. Quality management system Management system to direct and control an organization with regard to quality Management System – system to establish policy and objectives and to achieve those objectives System – set of interrelated or interacting elements Organization – group of people and facilities with an arrangement of responsibilities, authorities, and relationships Quality – Degree to which a set of inherent characteristics fulfils requirements

7. Requirements for a quality management system 8 clauses Scope Normative references Terms and definitions Quality management system Management responsibility Resource management Product realization Measurement, analysis and improvement

8. Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships

9. Plan DoCheck Act

10. Provides guidance for the continual improvement of the quality management system

12. Quality policy Quality manual Quality objectives Quality procedures

13. ISO does not offer certifications Organizations can hire an outside company to audit them to certify that they are meeting ISO 9001 These organizations must meet ISO 19011:2011

14. Increase quality of the product Shows customers that the organization has high quality Increase profits through increased sales and decreased waste Makes organization accountable Some organizations require their suppliers to be ISO 9001 certified

15. 1.Develop a quality manual 2.Document procedures 3.Secure top management’s commitment 4.Ensure customer requirements are determined and met 5.Hire an accredited certification company 6.Conduct internal audits 7.Submit to external audits

17. United States25,811

18. Not interchangeable ISO 9000 may be redundant in an organization with TQM ISO 9000 can be a stepping stone to TQM