Management Science II Dr.G.

Srinivasan

MODULE 4

ISO

Need For Formal Quality Systems

• Consideration to customer’s need for minimizing risk and gaining
confidence on a manufacture
• Supplier benefits by introducing a cost effective system which gives
them confidence on their capabilities of meeting contractual
requirements
• A system to compute the cost of quality

Purpose Of Using Iso 9000

• Demonstrate to customers that you are committed to quality
• Ability to supply their quality needs
• Following an internationally accepted standard
• Brings economy in resources and time because of control
• Complete record of activities

ISO 9001:2000 Standard

Five Principles
ƒ Process Approach
ƒ Customer Satisfaction
ƒ Continuous Improvement
ƒ Resources Management
ƒ Data Analysis

Sections Of Requirements To Translate In Practice

The 8 Principles Of Tqm

ƒ quality management systems

ƒ (QMS, documentation requirements)

Indian Institute of Technology Madras

Management Science II Dr.G.Srinivasan

ƒ management responsibility
ƒ (Management commitment, Customer focus, Quality Policy, Planning,
Responsibility, Authority and Communication, Management Review)
ƒ resource management
ƒ (Provision of Resources, Human Resources, Infrastructure, Work
Environment)
ƒ product realization
ƒ (Planning, Customer Related Processes, Design and Development),
Purchasing, Service Provision, Control of Measuring Devices)
ƒ measurement, analysis and improvement
ƒ (Monitoring and Measurement, Control of Non-conforming Product,
Analysis of Data, Improvement

4- Integrated Quality Management System

4-1- General requirements
Identify processes
4-2- Documentation requirements
4-2-1- General
4-2-2- Integrated Quality Management Manual
4-2-3- Control of documents
Define documents (Rule book,syllabus, books, disciplinary
rules, schedule, obsolete documents
4-2-4- Control of Records
Define records - attendance, marks, notebooks

5- Management Responsibility

5-1- Management commitment

5-2- Stakeholder focus
5-3- Ethics & Policies
5-4- Planning
5-5- Responsibility, Authority and Communication

Indian Institute of Technology Madras

Management Science II Dr.G.Srinivasan

5-6- Management review

5-7- Vision, Values and Mission
5-8- Independence, Transparency & Pluralism
5-9- Corporate social investment

MANAGEMENT RESPONSIBILITY
Vision, Mission, Quality Policy Set objectives and parameters Review

quality initiatives Who are the customers - parents, government, society

student is a product and not a customer Quality Policy – communicate

Management Responsibility
ƒ Draw organizational chart (Role of VP)
ƒ Define authority and responsibility (Academic, administration) -
Lab-in- charge
ƒ Appoint M.R (In-charge of QMS)
ƒ Define frequency of management reviews and conduct them

6-Resource Management
6-1- Provision of resources
6-2- Human resources
6-2-1- General
6-2-2- Competence, awareness and training
6-3- Infrastructure buildings, labs, games, literary, library,
6-4- Work environment noise, fans, neat classrooms, tables..

7- Delivery Of Education
7-1- Planning of programme production
7-2- Stakeholder - related processes
7-3- Innovation in design
7-4- Purchasing
7-5- Education and service provision

Indian Institute of Technology Madras

Management Science II Dr.G.Srinivasan

7-6- Control of monitoring and measuring devices

7-7- Quality & diversity of contents
7-8- Participation, interactivity
7-9- Social relevance (including gender issues, religion, etc.)
7-10- Education
7-11- Minority representation
7-12- World perspective

8- Measurement, Analysis And Improvement

8-1- General
8-2- Monitoring and measurement of customer satisfaction
8-3- Control of nonconforming product
8-4- Analysis of data
8-5- Improvement

Quality System Audits

Systematic and Independent examination to determine whether

quality activities and related results comply with planned arrangements and

whether these arrangements are implemented effectively and are suitable to

achieve objectives.

Types Of Audit
• First party audit - Internal audit
• Requirements of system
• To improve the quality system
• Deficiencies corrected before external audit
• Second party audit
• Customer audits organization
• organization audits supplier
• only for commercial benefits
• Third party audit (Certification Audit)

Indian Institute of Technology Madras

Management Science II Dr.G.Srinivasan

• First party mandatory

• To be planned well in advance
• should cover all aspects of Quality system standard
• Adequacy, Compliance, Surveillance and re-certification audits

What Does The Auditor Look For?

ƒ Existence of a quality system
ƒ Operation of Quality System
ƒ Effectiveness of the system

Indian Institute of Technology Madras