1. © S.M.Consultant WELCOME TO ISO 9001:2000 ORIENTATION PROGRAMME

2. © S.M.Consultant What is the full form ISO ? I NTERNATIONAL O RGANIZATION FOR S TANDARDADIZATION ISO is not an acronym, but a name Derived from the Greek word isos, meaning equal !

3. © S.M.Consultant In this session we will try to find out the answer the following questions regarding ISO. # What is ISO 9001:2000. # Why ISO 9001:2000 is necessary for your organization. # When ISO 9001:2000 is implemented in your organization.

4. © S.M.Consultant Clarification of potential confusion about ISO  Non-Governmental organization, with members from 200 countries.  Voluntary standard and has no authority to enforce their implementation.  International consensus and market driven.  Conformity of standards. ISO does not carry out conformity assessment.  The ISO 9000 is not a product quality label.

5. © S.M.Consultant ISO-The Organization behind ISO 9000 family One of the most successful series of standards in the history of ISO, the 9000 series. First published in 1987. So far more than 10 lakhs certificate have been issued in more than 150 countries. More than 11,000 International standards published by ISO since it began operation in 1947. This technical work is coordinated from the ISO Central Secretariat in Geneva. This standard gives organizations guidelines on what constitutes an effective Quality Management System (QMS), and models against which this system can be audited to give the organization and its clients assurance that it is operating effectively. This in turn serve as a frame work for continual improvement.

6. © S.M.Consultant ISO 9001:2000 Process Model Comprises of: RResource Management. (Plan) PProduct Realization. (Do) MMeasurement, analysis and improvement. (Check) MManagement Responsibility. (Act) PLAN/ DO/ CHECK/ ACT PDCA/Deming Cycle

7. © S.M.Consultant P D C A/ Deming Cycle Plan Do Check Act System

8. © S.M.Consultant Management Responsibility Resource Management Product Realization Measurement Analysis & improvement Continual Improvement through PDCA Customer Requirements Input Customer Satisfaction Product/ Service Quality Management Process Model (ISO 9001:2000) SUCCESS IS NOT A DESTINATION, IT’S A JOURNEY !

9. © S.M.Consultant Process INPUT Materials Information MECHANISM Equipment People OUTPUT CONTROL Procedures Specifications Training Objectives Process Based System Definition: A process is a set of inter-related resources and activities which transforms inputs into outputs.

10. © S.M.Consultant QUALITY MANAGEMENT SYSTEM (QMS) INPUT OUTPUT System: Set of interrelated or interacting processes.

11. © S.M.Consultant Process approach (customer focus) Organization before ISO Organization after ISO

12. © S.M.Consultant CUSTOMER LOYALTY PRODUCT QUALITY SERVICE QUALITY CONTACT QUALITY COMMUNICATION QUALITY CUSTOMER SATISFACTION CUSTOMER LOYALTY

13. © S.M.Consultant Kaizen (improvement) Small improvement day after day and continuously Salient features The workers are involved Make the job productive & less tiring Reengineering of mindset Benefits Solutions based on common sense Low-cost approach Greater acceptability Changes brought by participation

14. © S.M.Consultant “A satisfied customer is the most effective brand ambassador of a company. And in order to please him, quality of services, work culture and people management skills become critical to an organization. The key to this lies in the quality people, their efficiencies and effectiveness.” ______________MANAGEMENT GURU

15. © S.M.Consultant Advantages of ISO 9001:2000  Improves profitability by reducing cost of Quality, cost of rework.  Improves company’s competitiveness and reputation, both at home and abroad.  Improves overall productivity of all resources.  Provides an efficient means of ensuring the satisfaction of customer’s requirements through all stages of design, development, production, installation and after sales services.  Improves employees motivation.

16. © S.M.Consultant COST OF QUALITY 100 10 1 Spend Rs100/- with no quality Spend Rs 10/- with product quality Spend only Rs 1/- with system quality

17. © S.M.Consultant Customer satisfaction Customer satisfaction is a core concept of ISO 9001:2000. Why customer focus? Customer focus means that management and employees of an organization are aware of customer requirements in the daily work and the processes in the organization are customer oriented. Management responsibility Top management shall ensure that customer needs and expectations are determined, converted into requirements and fulfilled with the aim of achieving customer satisfaction.

18. © S.M.Consultant Customer is the most important visitor in our premises He is not an interruptions to our work, he is the purpose of it. We are not doing him a favour by serving him. _________________ M.K.Gandhi

19. © S.M.Consultant Steps for obtaining ISO 9001:2000 standard certification. #1 As is audit of the system #2 Orientation programme for senior and Middle management #3 Formation of quality policy,objectives and philosophy #4 Appointment of Management representative #5 Explaining quality policy down the line #6 Preparation of corporate Quality manual #7 Preparation of Standard operating procedures #8 Implementation of Quality system #9 Final draft of QM and SOP #10 Internal auditors training #11 Adequacy audit #12 Internal audits #13 Pre assessment audit (optional) #14 Registration for certification #15 Certification audit #16 Certification

20. © S.M.Consultant Four tiered system of documentation related to ISO 9001:2000 Quality Policy & Objectives Quality Manual (Sign post Document) Standard Operating Procedures Quality Records

21. © S.M.Consultant Quality Policy & Objectives Quality Manual Standard Operating Procedures Quality Records Four tiered system of documentation

22. © S.M.Consultant Question answer session for the new terms we have learned so far:  ISO  9001:2000 SERIES  QMS  MANAGEMENT RESPONSIBILITY  CUSTOMER FOCUS (REQUIREMENT/ EXPECTATION / SATISFACTION)  CONTINUAL IMPROVEMENT  PDCA / DEMING CYCLE  PROCESS  SYSTEM  QUALITY POLICY/ OBJECTIVES  MR  QUALITY MANUAL  SOP  QR

23. © S.M.Consultant Thank you Assuring our best services all the time !