Chapter 2

Introduction to Quality Management

Introduction to Quality management

Session Plan
Format

Objectives:

Tutor led training & open discussion

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

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

Introduction to Quality management

You have the

official
definition, BUT

You tell me
what does quality
mean to you?

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

Introduction to Quality management

degree to which a
set of inherent
characteristics
fulfils
requirements

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

Introduction to Quality management

So, which person, or group of people defines

whether an organisation delivers quality, or not?

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

Differences in quality

In that case, which is of a better quality?

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

Introduction to Quality management

So, if the quality is

good for both, how

would you define the
difference?

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

Introduction to Quality management

Grade
Grade
Category
Categoryor
orrank
rankgiven
givento
to
different
quality
different quality
requirements
requirementsfor
for
products,
products,processes
processesor
or
systems
systemshaving
havingthe
thesame
same
functional
functionaluse
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 September 2010

Introduction to Quality management

Why should an
organisation need
a quality management
system?
QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

Introduction to Quality management

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 September 2010

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Introduction to Quality management

How do you think that ISO 9001:2008 could help?

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

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Introduction to Quality management

From ISO 9000:2005

Customer focus
Customer focus
Leadership
Leadership
Involvement of people
Involvement of people
Process approach
Process approach
System approach to management
System approach to management
Continual improvement
Continual improvement
Factual approach to decision making
Factual approach to decision making
Mutual beneficial supplier relationships
Mutual beneficial supplier relationships

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Customer focus
CUSTOMER

Organisations depend on their

customers
But never forget
the other
interested parties

Quality of
Product / Service

SHAREHOLDERS

SUPPLIERS

SOCIETY

EMPLOYEES

Return on
investment

Business
Continuity

Responsible
Behaviorr

Personal
Pe
Development

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Leadership

Leaders provide:
Unity of purpose
Direction
Internal environment

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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 September 2010

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Process approach
PROCESS
EFFECTIVENESS

CONTROLS

Extent to which planned

activities are realised and
planned results achieved

PROCESS
PROCESS

INPUT

set
setof
ofinterrelated
interrelatedor
or
interacting
interactingactivities
activities
which
whichtransforms
transforms
inputs
inputsinto
intooutputs
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 September 2010

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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
O

Process
A

I
R

I
C
I
I
O
R
C

=
=
=
=

R
I

Process
C

INPUT
OUTPUT
RESOURCES
CONTROLS

Process
B
C
O

Process
D

I
C

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

ct: take actions to

continually improve
process performance

heck: monitor and

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

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

Do: implement the processes

A permanent objective of the organisation

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

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Factual approach to decision making

Effective decisions are based on the

analysis of data and information
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Mutually beneficial supplier relationships

An organisation
and its suppliers
are interdependent
A mutually
beneficial
relationship
enhances the
ability of both to
create value
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Introduction to Quality management

Are there any other benefits

that a management system
can bring to an organisation?

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

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Introduction to Quality management

Organisation
Organisationimprovement
improvement
Market
Market positioning
positioning
Customer
Customer requirement
requirement
Legal
Legalrequirement
requirement
Supplier
Supplierdevelopment
development

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Introduction to Quality management

Benefits of QMS

Increased
Increased
profitability
profitability

Improved
Improvedinternal
internal
transfer
transferof
ofknow
knowhow
how

Improved
Improvedmorale
morale&&
motivation
motivationof
ofstaff
staff

Reduced
Reduced
quality
qualitycosts
costs

Increased
Increased
competitiveness
competitiveness

Enhanced
Enhancedcustomer
customer
satisfaction
satisfactionand
andloyalty
loyalty

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QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

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 September 2010

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Introduction to Quality management

Why QMS is necessary ?

Requirements
of Society

Sector
requirements

Market access

ISO 14000
OHSAS 18001
SA 8000

Environment
Health & Safety
Social Accountability
Automobile

TS 16949
TL 9000
EN 9100

ISO
9000

Telecom
Aeronautical
Manufacturing
Services

QMS Auditor / Lead Auditor course ( A 17024 ) Issue September 2010

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