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Organisation for standardisation (ISO) has become a necessity for today's every
organisation, except for smallest or only local commercial enterprises, since
globalisation and liberalisation has become a reality in the world and India too
has accepted this. Today we see in market place not only products but also
services offered by ISO certified organisations which includes goods on one hand
and banks, hospitals, schools etc on the other. We also see products and services
from multinational companies having their headquarters in other countries.
Hither to imported goods and services are now available in the Indian market and
hence the competition has become cut throat not only amongst Indian
organisations but for competitors outside country also.
Quality today has gained a wider meaning and conceptual framework with the
needs and requirements of customer oriented buyer's market from the earlier
seller's market. Basic business objectives of any organisation are survival,
profitability and leadership in the market. All functions of an organisation
production/service, purchase, finance, maintenance, marketing, including Quality
are devoted for these objectives. The success of any business enterprise depends
upon the good quality, which is based on the nature of product or service; it's
market conditions and image created by advertising etc., unless the organisation
has monopoly or acute scarcity product/service.
The Quality is defined as "totality of features and characteristics of a product or
service that bears on its ability to satisfy a given need. In Dr. Juran's words
'Quality is fitness for use".
Traditional organisations for quality rely upon inspection with a purpose to check
conformity with specifications. In modern times this conventional inspection
concept is obsolete. Today Quality control is a company wide activity and Quality
function now consists of planning, maintenance and improvement.
To understand the impact that ISO 9000 can have on the organisation, it is
necessary to focus on the interrelationship that exists between, Quality Control,
Quality Assurance and ISO 9000. Internationally accepted definition of terms
related to Quality management is given in ISO 8402 (1994). Accordingly, Quality
Control is the operational techniques and activities that used to fulfill
requirements of Quality. Quality Assurance is all planned and systematic actions
necessary to provide adequate confidence that a product or service will satisfy
the needs of customer for given requirements of Quality.
Total Quality involves an approach to organising work, which ensures that
The mission and objectives of the organisation are clear and known to all.
The systems through which work will be done are well thought out.
Tile of requirement
4.1
Management responsibility
4.2
Quality System
4.3
Contract Review
4.4
Design Control
4.5
4.6
Purchasing
4.7
4.8
4.9
Process Control
4.10
4.11
4.12
4.13
4.14
4.15
4.16
4.17
4.18
Training
4.19
Servicing
4.20
Statistical Techniques
The 20 separate clauses are fairly easy to relate to organisations according to the
certification of ISO 9001, 9002 or 9003. While some are less applicable than
others to the organisation, most are directly related to the purchasing Quality
Management. They are 4.1, 4.2, 4.3, 4.4, 4.5, 4.6, 4.14, 4.15, 4.16, 4.17, 4.18,
4.19 and 4.20.
Clause 4.1: Management Responsibility
What Management should do?
o
o
Create an organisation
Provide resources
Records of review
Clause 4.2: Quality System
Differences resolved
Records of reviews
Clause 4.5: Document and Data Control
Distribution of documents
Modification Procedure
Updating documents
Clause 4.6: Purchasing
operations
Accepted/hold
Rejected/repair
Identification
Documentation
Evaluation
Segregation
Accepted by purchaser
Regarded
Scrapped
Record to be kept of any non-conforming product accepted and of repairs.
Clause 4.14:Corrective and Preventive Action
Poor scheduling
Non-conformity records
Process monitoring
Audit observations
Customer complaints
history
o
Collection of Data
Analysis of Data
Draw inference
ISO 9000 to 9004 are not technical in content i.e., they do not specify any
criteria like minimum purity, pH, tolerances, hardness etc., requirements for
products. Rather the standards complement relevant product or service
requirements given in the technical product or service requirements given in the
technical specifications. Each standard focuses on documentation of operational
techniques and managerial activities to fulfil customer expectations and
requirements.
The three ISO contractual models - ISO 9001, ISO 9002 and ISO 9003 are not for
any specific industry. The standards are generic and intended to apply to all types
of industries and organisations. Involved in production of goods and services or
providing software in government, public sector, joint sector and multinationals.
Organisations wanting to survive in the fierce competition and increase their
business in global market must implement ISO 9000
Benefits of ISO 9000
Customer orientation
Marketing advantage
Confidence creation
Consistency in quality
Legal aspects
Productivity improvement
Workshop on documentation