Pre-course Reading Material

Introduction to Quality Management (Pre-course reading material)

Introduction to Quality management

Session Plan Format : Pre-course Study Understand the purpose of a quality management system Understand basic concepts and associated vocabulary Understand and be able to explain the eight management system principles Understand and be able to explain the benefits of establishing the quality management system in accordance with ISO 9001:2008

Objectives:

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

Pre-course Reading Material

Introduction to Quality management

degree to which a set of inherent characteristics fulfils requirements - ISO 9000: 2005 definition

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

Introduction to Quality management

You have the official definition, BUT

What does quality mean to you?

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

Pre-course Reading Material

Introduction to Quality management

So, which person, or group of people defines

whether an organisation delivers quality, or not?

The Customer

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

Introduction to Quality management

Grade
Category or rank given to different quality requirements for products, processes or systems having the same functional use
Ref.: ISO 9000:2005

Grade is inherent in the product and may be altered by changes in specification

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

Pre-course Reading Material

Introduction to Quality management

Why should an organisation need a quality management system?

Because we need to be as near

to the centre as possible when aiming at the moving target we call quality

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

Introduction to Quality management

From ISO 9000:2005 Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

Pre-course Reading Material

Customer focus
CUSTOMER

Quality of Product / Service

Organisations depend on their customers

But never forget the other interested parties

SHAREHOLDERS

SUPPLIERS

SOCIETY

EMPLOYEES

Return on investment Business Continuity Responsible Behavior r
QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

Personal Pe Development

Leadership

Leaders provide:
Unity of purpose Direction Internal environment

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

10

Pre-course Reading Material

Involvement of people

People are the essence of the organisation Their full involvement enables using their abilities to the benefit of the organisation

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

11

Process approach
PROCESS EFFECTIVENESS

CONTROLS

Extent to which planned activities are realised and planned results achieved

PROCESS INPUT
set of interrelated or interacting activities which transforms inputs into outputs

OUTPUT

PRODUCT

PROCESS EFFICIENCY

RESOURCES

Relationship between the result achieved and the resources used

A desired result is achieved more efficiently when activities and related resources are managed as a process
QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

12

Pre-course Reading Material

System approach to management

Identifying, understanding and managing interrelated processes as a system contributes to the organisations effectiveness and efficiency in achieving its objectives

R I I Process A O I C I I O R C = = = = Process C O I C I R

R O R I C I Process D O

Process B

INPUT OUTPUT RESOURCES CONTROLS

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

13

Continual improvement
The methodology known as Plan-Do-Check-Act can be applied to all processes of the QMS

Act: take actions to

continually improve process performance

Plan: establish
objectives and processes necessary to deliver results in accordance with customer requirements and the organisations policies

heck: monitor and measure processes and product against policies, objectives and requirements for the product and report the results

Do: implement the processes

A permanent objective of the organisation

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

14

Pre-course Reading Material

Factual approach to decision making

Effective decisions are based on the analysis of data and information

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

15

Mutually beneficial supplier relationships

An organisation and its suppliers are interdependent A mutually beneficial relationship enhances the ability of both to create value
QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

16

Pre-course Reading Material

Introduction to Quality management Benefits of a Management system

Organisation improvement Market positioning Customer requirement Legal requirement Supplier development
QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

17

Introduction to Quality management

Benefits of QMS

Improved internal transfer of know how

Increased profitability

Improved morale & motivation of staff

Reduced quality costs Enhanced customer satisfaction and loyalty Increased competitiveness

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

18

Pre-course Reading Material

Introduction to Quality management

Certification of quality system to ISO 9001

as a bonus:
Tangible proof that the companys quality system

complies with internationally recognised standard

Avoidance of multiple second party audits Marketing edge
Cer tificate
ISO 9001

QMS Auditor / Lead Auditor course ( A 17024 ) Issue July 2013

19

10