1. SGC: Introducción1 Introduction to Quality management systems

2. SGC: Introducción 2 INTRODUCTION TO QUALITY MANAGEMENT SYSTEMS CUSTOMERS DEMAND PRODUCTS THAT MEET NEEDS AND EXPECTATIONS CUSTOMER REQUIREMENTS CONTINUAL IMPROVEMENT IN PRODUCTS AND PROCESSES

3. SGC: Introducción 3 THE QMS ALLOWS TO Analyse customers’ requirements. Consistently meet customer’s requirements and expectations Keep processes under control. Solve quality problems. THE PDCA CYCLE PLAN DODO CHECK ACTACT

4. SGC: Introducción 4 BENEFITS Better business planning; Greater quality awareness throughout the organisation; Better communication between processes and staff; Harmonised procedures and working instructions; lower dependency on personal knowledge; Integration of different requirements, more efficient, more effective High level of customer satisfaction. Less claims. Better control over activities throughout the organisation at all levels

5. SGC: Introducción 5 8 QUALITY MANAGEMENT PRINCIPLES Continual improvement System approach to management Factual approach to Decision making Mutually beneficial supplier relationships Customer focus Involvement of people Process approach Leadership

6. SGC: Introducción 6 WORKSHOP Customer focus Question: Who are your customers Write down 1 customer/paper Large with marker

7. SGC: Introducción 7 WORKSHOP Customer focus Devide up in groups internal external What are the requirements of your customer Write customer + customer requirements on flap over with marker for presentation

8. SGC: Introducción 8 GENERAL REQUIREMENTS QUALITY MANAGEMENT SYSTEM QP Quality Objectives/Targets Required Procedures Documents required by the organisation Records required