Professional Documents
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ISO 9001
A quick guide to
Quality Management
CONTENTS
WHAT IS ISO 9001?
WHY USE ISO 9001?
HOW DOES THE STANDARD WORK?
MANAGEMENT RESPONSIBILITY
RESOURCE MANAGEMENT
PRODUCT REALISATION
MEASUREMENT, ANALYSIS AND IMPROVEMENT
DOCUMENTATION
A FAMILY OF STANDARDS
TIPS FOR IMPLEMENTATION
HOW BSI CAN HELP
TO ISO 9001
ISO 9000 MODEL
CONTINUAL IMPROVEMENT
OF THE QUALITY MANAGEMENT SYSTEM
MANAGEMENT
RESPONSIBILITY
CUSTOMERS
RESOURCE MEASUREMENT,
CUSTOMERS MANAGEMENT ANALYSIS AND SATISFACTION
IMPROVEMENT
INPUT OUTPUT
REQUIREMENTS PRODUCT PRODUCT
REALIZATION
The best way to describe the standard On both sides, customers will
is by viewing the process model above. influence the nature and operation
of the organisations system.
The picture describes the five core
elements of the standard. We will Inside the circle we have a top-level
take a look at each one in turn. process which can be applied to any
organisation.
At either side of the circle we have
customers. On the left, customers As the system operates, the
asking for our products/services. On effectiveness is measured and
the right, customers receiving our reviewed, leading to continual
products/services. improvement.
MANAGEMENT RESPONSIBILITY
are provided.
MANAGEMENT PRINCIPLES
RESOURCE MANAGEMENT
Infrastructure
Work Environment
THE STANDARD
WILL GIVE YOU A
FRAMEWORK FOR
MANAGING THE
WORK YOU DO
Sales processes
Purchasing
Production/service activities
Now when you deliver to the 1. Customer Satisfaction. This really involves the
customer, dont stop there. monitoring of customer perception. It does not
Go on to find out whether mean that you have to send questionnaires to
the customer is satisfied. Take your customers. There are many different ways
other measurements of the of monitoring perception. You can use methods
systems performance, analyse relevant to your business.
these and identify the areas 2. Internal Audit. Conduct assessments of your
for improvement. system to make sure that things are going to plan.
you with a sound framework Processes drive the system and it is important that
for achieving this using tried they are operating effectively and efficiently.
The nature and complexity of the ISO 9001 is one member of a family
documentation needed will depend of standards. The complete family
upon the nature and complexity of consists of:
your organisation.
ISO 9000
Although ISO 9001 does require a
Fundamentals and Vocabulary
documented quality manual and
Introduces the user to the concepts
some procedures, essentially the
behind the management systems
amount of documentation you have is
and specifies the terminology.
up to you.
ISO 9001
Requirements
This sets the criteria you will need to
meet if you wish to operate in
accordance with the standard.
ISO 9004
Guidelines for
Performance Improvement
This is designed to take you beyond
ISO 9001 and takes into account the
needs of not only customers, but all
interested parties.
6. Give some thought to departmental For further information, please contact BSI
interaction. Its important that the people on +44 (0)20 8996 7720, alternatively visit
within your organisation dont work in our website
isolation but work as a team for the www.bsi-emea.com/qms
benefit of the customers and the
organisation.
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GROUP HEADQUARTERS
BSI
LONDON W4 4AL
UNITED KINGDOM
www.bsi-emea.com
Systems
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