Iso 9001
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Transcript of Iso 9001
1
Montreal 21, 22 November 2002
[email protected]@tsr.ch
Montreal 21, 22 November 2002
[email protected]@tsr.ch
WRTVC INTERNATIONAL GUIDELINESINTEGRATED QUALITY MANAGEMENT SYSTEM
Requirements for Radio, TV and Internet Broadcasters
WRTVC INTERNATIONAL GUIDELINESINTEGRATED QUALITY MANAGEMENT SYSTEM
Requirements for Radio, TV and Internet Broadcasters
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EXPECTED QUALITY
by the Customer
PLANNED QUALITY
by the Company
PRODUCED QUALITY
by the Company
PERCEIVEDQUALITY
by the Customer
Measurement of the Performance of the Company
Measurement of theClient’s satisfaction
The ISO 9000:2000 requirements
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• Customer focus• Leadership• Empowerment• Process approach• Systemic approach• Continuous improvement• Decisions based on facts• Relationship with suppliers mutually
beneficiary
• Customer focus• Leadership• Empowerment• Process approach• Systemic approach• Continuous improvement• Decisions based on facts• Relationship with suppliers mutually
beneficiary
The 8 principles of TQM …
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Quality Control Quality Management
Past FutureDetect faults Prevent errorsLook for guilty persons Look for defaults in the processesAccuse Help, Moderate, FacilitatePunish MotivateMicro-management Systematic and systemic management
Quality Control Quality Management
Past FutureDetect faults Prevent errorsLook for guilty persons Look for defaults in the processesAccuse Help, Moderate, FacilitatePunish MotivateMicro-management Systematic and systemic management
Transition towards TQM
The 8 principles of TQM …
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VOICE OF THE CUSTOMER
VOICE OF THEMANAGEMENT
VOICE OF THE PERSONNEL
VOICE OF THE SOCIETY
Empowerment?
The 8 principles of TQM …
6
Deming’s wheel
(P.D.C.A.)
Deming’s wheel
(P.D.C.A.)
ISO9000
PLAN DO
ACT CHECK ContinuousImprovement
Continuous improvement ?
The 8 principles of TQM …
7
5 sections of requirements to translate in practiceThe 8 principles of TQM
4- QUALITY MANAGEMENT SYSTEMS(QMS, documentation requirements)5- MANAGEMENT RESPONSIBILITY(Management commitment, Customer focus, Quality Policy, Planning, Responsibility, Authority and Communication, Management Review)6- RESOURCE MANAGEMENT(Provision of Resources, Human Resources, Infrastructure, Work Environment)7- PRODUCT REALIZATION(Planning, Customer Related Processes, Design and Development), Purchasing, Service Provision, Control of Measuring Devices)8- MEASUREMENT, ANALYSIS AND IMPROVEMENT(Monitoring and Measurement, Control of Non-conforming Product, Analysis of Data, Improvement)
The ISO 9000:2000 requirements
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Continuous improvement of theQuality Management System
CLIE
NT
Product /Service
Realization
ManagementResponsibility
Measurement,Analysis andImprovement
ResourceManagement
InputData
ProductService
OutputData
Req
uire
men
ts
Satis
factio
n
CLIE
NT
Systemic approach ? The 8 principles of TQM …
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“A COHERENT PAIR”:
•ISO 9001:2000 – Quality Management Systems: REQUIREMENTS (WHAT ?)ISO 9001 oriented effectiveness and certification,
•ISO 9004:2000 - Quality Management Systems: GUIDELINES FOR PERFORMANCE IMPROVEMENTS(HOW ...?)
ISO 9004 oriented effectiveness and efficiency
Presentation of ISO 9000:2000
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TWO OTHER PRIMARY NORMS:
•ISO 9000:2000 – Quality Management Systems: Fundamentals and vocabulary
•ISO 19011:200X – Guidelines for quality and/or environmental management systems auditing. This standard is at the draft stage (issuance expected Q3 2002) and will replace:
• ISO 10011-1:1990• ISO 10011-2:1991• ISO 10011-3:1991• ISO 14010:1996• ISO 14011:1996• ISO 14012:1996
Presentation of ISO 9000:2000
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And two technical support documents:
•ISO 1000x – Technical brochure - Selection & Use•ISO 1000y - Principles and application of quality management
Presentation of ISO 9000:2000
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The 9 criteria of the EFQM Model
The percentages were established following a wide ranging survey to collect views
We acknowledge here the key role of leadership, policy and strategy, the management of people and the management of partnerships and ressources.
The percentages were established following a wide ranging survey to collect views
We acknowledge here the key role of leadership, policy and strategy, the management of people and the management of partnerships and ressources.
Leadership100 points
(10%)
Leadership100 points
(10%)
Processes140 points
(14%)
Processes140 points
(14%)
Key Performance
Results150 points
(15%)
Key Performance
Results150 points
(15%)
People90 points (9%)
People90 points (9%)
Policy and Strategy
80 points (8%)
Partnerships &Resources
90 points (9%)
Partnerships &Resources
90 points (9%)
People Results90 points (9%)
People Results90 points (9%)
CustomerResults
200 points (20%)
CustomerResults
200 points (20%)
Society Results60 points (6%)
Society Results60 points (6%)
Capacity 500 points (50%) Results 500 points (50%)
ResultsEnablers
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1- Have you defined in writing the Mission of your company?
2- Is it appropriately deployed in operational objectives and action plans?
3- Is there meetings between the personnel and the management on a regular basis?
No
t A
t A
ll /
Nev
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Sm
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/ S
om
etim
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Str
on
g /
Oft
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Ver
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tro
ng
/ A
lway
s
Self- Assessment ToolManagement system (sample)
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1- Are written procedures available?
2- Is there an internal quality audit system in place?
3- Are non-conformities formally recorded and corrected?
Self- Assessment ToolQuality system (sample)
No
t A
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1- Is there job descriptions in place for all the personnel?
2- Is there a formal system in place for the yearly evaluation of performance?
3- Is the training of the personnel well adapted to the needs?
Self- Assessment ToolHuman Resources (sample)
No
t A
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1- Are you formally “listening”the voice of your customers on a regular basis?
2- Is there a system in place for the treatment of the complaints of your customers?
3- Do you measure the level of satisfaction of your customers?
Self- Assessment ToolCustomer focus (sample)
No
t A
t A
ll /
Nev
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all
/ S
om
etim
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Str
on
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Oft
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/ A
lway
s
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4- INTEGRATED QUALITY MANAGEMENT SYSTEM
4-1- General requirements4-2- Documentation requirements
4-2-1- General4-2-2- Integrated Quality
Management Manual4-2-3- Control of documents4-2-4- Control of Records
4- INTEGRATED QUALITY MANAGEMENT SYSTEM
4-1- General requirements4-2- Documentation requirements
4-2-1- General4-2-2- Integrated Quality
Management Manual4-2-3- Control of documents4-2-4- Control of Records
Headlines of the future WRTVC Standard compatible with ISO 9001:2000 ...
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5- MANAGEMENT RESPONSIBILITY5-1- Management commitment
5-2- Stakeholder focus5-3- Ethics & Policies5-4- Planning5-5- Responsibility, Authority and Communication5-6- Management review5-7- Vision, Values and Mission 5-8- Independence, Transparency & Pluralism5-9- Corporate social investment
5- MANAGEMENT RESPONSIBILITY5-1- Management commitment
5-2- Stakeholder focus5-3- Ethics & Policies5-4- Planning5-5- Responsibility, Authority and Communication5-6- Management review5-7- Vision, Values and Mission 5-8- Independence, Transparency & Pluralism5-9- Corporate social investment
Headlines of the future WRTVC Standard compatible with ISO 9001:2000 ...
19
6- RESOURCE MANAGEMENT6-1- Provision of resources6-2- Human resources
6-2-1- General6-2-2- Competence, awareness and training6-2-3- Independence of journalists &
producers6-3- Infrastructure
6-2-1- General6-2-2- Quality of equipment6-2-3- Accessibility to the Media
6-4- Work environment
6- RESOURCE MANAGEMENT6-1- Provision of resources6-2- Human resources
6-2-1- General6-2-2- Competence, awareness and training6-2-3- Independence of journalists &
producers6-3- Infrastructure
6-2-1- General6-2-2- Quality of equipment6-2-3- Accessibility to the Media
6-4- Work environment
Headlines of the future WRTVC Standard compatible with ISO 9001:2000 ...
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7- PROGRAMME PRODUCTION7-1- Planning of programme production7-2- Stakeholder - related processes7-3- Innovation & Creation7-4- Purchasing7-5- Programme and service provision7-6- Control of monitoring and measuring devices7-7- Quality & diversity of contents7-8- Participation, interactivity & citizen
empowerment7-9- Social relevance (including gender issues,
religion, etc.)7-10- Education7-11- Minority representation and proximity7-12- World perspective
7- PROGRAMME PRODUCTION7-1- Planning of programme production7-2- Stakeholder - related processes7-3- Innovation & Creation7-4- Purchasing7-5- Programme and service provision7-6- Control of monitoring and measuring devices7-7- Quality & diversity of contents7-8- Participation, interactivity & citizen
empowerment7-9- Social relevance (including gender issues,
religion, etc.)7-10- Education7-11- Minority representation and proximity7-12- World perspective
Headlines of the future WRTVC Standard compatible with ISO 9001:2000 ...
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8- MEASUREMENT, ANALYSIS AND IMPROVEMENT8-1- General8-2- Monitoring and measurement of audience
satisfaction8-3- Control of nonconforming product8-4- Analysis of data8-5- Improvement
8- MEASUREMENT, ANALYSIS AND IMPROVEMENT8-1- General8-2- Monitoring and measurement of audience
satisfaction8-3- Control of nonconforming product8-4- Analysis of data8-5- Improvement
Headlines of the future WRTVC Standard compatible with ISO 9001:2000 ...