1. QUALITY MANAGEMENT Chapter 7 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION (iso 9000)
Dr. Rosmaini Tasmin Faculty of Technology Management and Business UTHM Johor

2. Introduction
ISO was founded to develop a common set of manufacturing, common trade, and communications standards, in Geneva, Switzerland.
ISO standard was based on British Standard
ANSI is for the United States’ quality governing body as for SIRIM for Malaysia
ISO Technical Committee ISO/TC 176, Quality Management and Quality Assurance
ISO9000 standard was published in 1987, revised in 1994, and updated in 2000, 2005 & 2008 (latest).

3. Why ISO in 1946 ? N

4. ISO 9000 of Standards
ISO 9000 of Standards Series – QMS on fundamentals and vocabulary (guidelines/dictionary)
ISO 9001:2008 – Requirements for design, development, manufacturing & installation / service + continual improvement
ISO 9002:2008 – Requirements for manufacturing and installation / service
ISO 9003:2008 – Requirements for installation / service / sales

5. ISO 9000 of Standards
ISO 9004:2008 – Quality management systems for guidelines for continual improvement
ISO 9000
Series
ISO 9001
Ref. doc
D,M,S
ISO 9002
M,S
ISO 9003 S
ISO 9004
Guidelines
for CI

6. Other Quality Governing Bodies

7. Quality Mgmt Principles
ISO 9000:2008 features:
User friendliness
Process approach
Continual improvement
Resource management
Integration of QMS into other mgmt. systems
Eight (8) quality management principles

8. Management Principles
Eight (8) Quality
Management Principles
Principle 1: Customer Focus
should meet customer requirements and strive to exceed customer expectations.
Increased revenue and market share obtained through flexible and fast responses to market opportunities
Increased effectiveness (target met)
Improved customer loyalty

9. Management Principles
Eight (8) Quality
Management Principles
Principle 2: Leadership - establishing unity of purpose and direction of the organization.
Vision, Mission, Direction, Objectives
Motivated towards the organization's goals and objectives
Activities are evaluated, aligned and implemented in a unified way
Clear communications (transparent)

10. Management Principles
Eight (8) Quality
Management Principles
Principle 3: Employee Involvement - all levels are full involved and this enables their abilities to be used for the organization's benefit.
Motivated, committed and involved people within the organization
Innovation and creativity
Accountable for their own performance
Contribute to continual improvement (CI)

11. Management Principles
Eight (8) Quality
Management Principles
Principle 4: Process Approach - desired result is achieved more effectively when activities and related resources are managed as a process.
Lower costs and shorter cycle times
Predictable results
Prioritized improvement

12. Management Principles
Eight (8) Quality
Management Principles
Principle 4: Process Approach - desired result is achieved more effectively when activities and related resources are managed as a process.
Lower costs and shorter cycle times
Predictable results
Prioritized improvement

13. Management Principles
Eight (8) Quality
Management Principles
Principle 5: System approach to management - Identifying, understanding and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency
Integration and alignment of the processes
Providing confidence to interested parties

14. Management Principles
Eight (8) Quality
Management Principles
Principle 6: Continual Improvement - Continual improvement of the organization's overall performance should be a permanent objective of the organization.
Performance advantage through improved organizational capabilities
Flexibility to react quickly to opportunities
Alignment of improvement activities at all levels

15. Management Principles
Eight (8) Quality
Management Principles
Principle 7: Decision based on facts - Effective decisions are based on the analysis of data and information.
Informed decisions
Ability to demonstrate the effectiveness of past decisions based on records
ability to review, challenge and change opinions and decisions

16. Management Principles
Eight (8) Quality
Management Principles
Principle 8: Mutual beneficial supplier relationship - organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
Flexibility and speed of joint responses to changing market
Optimization of costs and resources

17. Any question?, if not…