To serve a customer To produce product(s) needed by customer To serve the society at large

WHY AN ORGANIZATION EXISTS ?

• HARDWARE : Physical Items like Machines, TVs, Motor Cars etc.

• PROCESSED MATERIALS : Continuous Materials like Gases, Films, Sheets etc.

• SOFTWARE : Computer Programmes Audio / Video Recordings etc.

• SERVICES : Legal services, Training Education, Hospitality Services etc.

TYPES OF PRODUCT AN ORGANIZATION PROVIDES

HardwareProcessed MaterialsSoftwareServices

Any Organization supplies products which are a combination of the above generic types of products

• CUSTOMERS• EMPLOYEES• SUPPLIERS• OWNERS/ SHARE HOLDERS• SOCIETY• GOVERNMENT

INTERESTED PARTIESOF AN ORGANIZATION

All the planned and systematic activities within the Quality System and demonstrated as needed to provide adequate confidence that the product will fulfill the quality requirements.

QUALITY ASSURANCE

Organizational structure, Procedures , Processes and Resources needed to implement Quality Management.

QUALITY SYSTEM

ISO:INTERNATIONAL ORGANIZATION FOR STANDARDISATION:A worldwide federation of National standards bodies from 107 countries

IEC: International Electrotechnical Commission - the other international standards body

Orientation and training Preparation of documentation Implementation Audits and corrective actions Management review Certification

CERTIFICATION TO ISO 9001

1st LEVEL : QUALITY MANUAL

2nd LEVEL : QUALITY SYSTEM PROCEDURES

3rd LEVEL : WORK INSTRUCTIONS

4th LEVEL : FORMS & FORMATS

• Issued by Certification bodies accredited with an accreditation agency, like UKAS, RAB etc.

• Indian Accreditation Body: National Quality Council of India

• Certification is Valid for 3 Years, with Surveillance audit by Certification body once in 6/ 9/ 12 months

ISO 9000 Certificate is :

Eight Quality Management Principles• CUSTOMER FOCUS• LEADERSHIP• INVOLVEMENT OF PEOPLE• PROCESS APPROACH• SYSTEM APPROACH TO MANAGEMENT• CONTINUAL IMPROVEMENT• FACTUAL APPROACH TO DECISION MAKING• MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIPS

Revision of ISO 9000 Series is based on the Eight Management Principles

   

These Principles can be used by Management as a guide for improved Performance

These are derived from collective experience and of international experts

Quality

Ability of a set of inherent characteristicsof a product, system or process

to fulfill requirements of customersand other interested parties.

(ISO 9000:2000)

Quality

““Customer Satisfaction”Customer Satisfaction”

The Totality of Features and CharacteristicsThe Totality of Features and Characteristicsof a Product and/or Service that lead to :-of a Product and/or Service that lead to :-

Quality Assurance

Quality Evaluation

Checking to see thatwhat should be happening

is happening and itis all effective.

Quality Management System

Policies and proceduresdetailing how we do

the work.

Quality Control

Checks performedas we do the work.

Auditing !

Quality Systems

METHODS OF WORKING THAT HELP US TO ACHIEVE OUR OBJECTIVES IN

AN ENJOYABLE EFFICIENT AND EFFECTIVE MANNER CONSISTENTLY

& RELIABLY

Quality Systems

CHECK

ACT DO

PLAN