Designing a Quality Management

System using ISO 9000 Framework

Obaidullah Hakeem Khan

Pakistan Institute of
Quality Control
1

TABLE OF CONTENTS
? Introduction to Quality Management System
? What is ISO 9000?
? Framework & Requirements of ISO 9000
? Implementation Steps of ISO 9000
? Benefits & Problems

1
WHAT IS QMS?
Measurements Policy & Objectives

To ensure consistent
Processes quality of products Procedures
and/or services

Resources Structure & Responsibilities

OBJECTIVES OF QMS

Company -wide Performance

Quality Management Measures & Control

+
Quality Assurance Process Measures & Control

+
Quality Control Product Measures and Control

2
8 QMS PRICINIPLES
Customer-focus
Mutually beneficial
supplier relationship Leadership

8 QUALITY
Factual Approach Involvement of
to Management MANAGEMENT People
PRINCIPLES

Continual
Process Approach
Improvement

System approach to 5
management

WHAT IS ISO 9000?

? STANDARD for QUALITY MANAGEMENT SYSTEM
? Specifies the REQUIREMENTS for establishing and
maintaining a quality management system in an
organization
Second revision named
as ISO 9000:2000

2000
First revision named
as ISO 9000:1994

1994
Originally released as
ISO 9000:1987
6
1987

3
SCOPE OF ISO 9000
Consistent
quality of
Continual
products or
Improvement
services

SCOPE

Enhanced Meeting
Customer Customer &
Satisfaction regulatory
requirements

CUSTOMER-SUPPLIER CHAIN
- Faculty & Staff
- Classrooms
- Library
- Laboratories

Resources

Supplier Process Product Customer

- Stationery - Learning
- Uniform - Education - Students
- Furniture - Admission
- Degrees - Parents
- Transport - Course Design
- Certificates - Employer
- Course Planning
- Higher
- Course Execution
institutions
- Examinations, etc. 8

4
ISO 9000 PROCESS MODEL
Top Management
Responsibility
Measurement,
Analysis and
Improvement
Resource Management

Customer Satisfaction
(students, industry
higher institutions) Market Education Customer
research Provision Degrees (students, industry
Requirements Processes higher institutions)
Regulatory Certificates
requirements 9

4 QUALITY SYSTEM

Quality Guidelines Policy &

& Targets Objectives
Summary and structure
of system Quality Manual Control of
Documents
Procedures required by Quality System Procedures
ISO 9000 (Audit, Corrective/Preventive Action, etc.)

Process Operational Procedures and Plans

Procedures (Registration, Course Planning, Course Delivery, etc.)

Proofs/ Records/Reports/Logs Control of

Evidences (Attendance. Exam, registration records, etc.) Records

10

5
5 MANAGEMENT RESPONSIBILITY
Commitment Customer Focus

Management Quality Policy

Reviews

Responsibility, Authority Quality Objectives/

and Communication Targets

11

6 RESOURCE MANAGEMENT
Co (Fac
mp ult
nm t
t)
iro en

ete y a
en
nv nm

nc nd
g e viro

e & sta

RESOURCE
hin n

Tra ff)
ac rk E

MANAGEMENT
ini
(Te Wo

ng

(Determination,
Provision, and Maintenance
of resources)

Infrastructure
(Classrooms, Labs, Library)
12

6
7 PRODUCT REALIZATION
Course Program
Planning
Determination & Evaluation of
Course Requirements
Customer Requirements
Delivery of Education Services
Lesson Planning
Control of Course Delivery Processes
Availability of Course Delivery Eqpt.
Evaluations & Examinations

Regulatory Requirements Identification & Traceability

Control of Student Property

Curriculum Design & Library & Lab Facilities & Control

Development Catering & Transportation

Purchasing of Material Control of Monitoring &

& Services Measurement Devices
13

8 Measurement Analysis & Improvement

Audit

Monitoring & Measurement

Supplier Process Product Customer

Analysis of Data

Corrective/
Improvement Preventive
Action
14

7
HOW TO IMPLEMENT ISO 9000 QMS?

15

STEP 1
GAP ANALYSIS

Quality System Requirements

Gap

Existing System of the Organization

16

8
STEP 2
PROJECT TEAM

Senior-level Project Coordinator Representative(s) from

or Management Representative Faculty/Teachers

Representative(s) from Representative(s) from

Administration Section Examination Section
17

STEP 3
ORIENTATION/AWARENESS SESSIONS

Quality Management
Basic Quality Concepts Principles

ISO 9000 Framework Interpretation of ISO

9000 Requirements
18

9
STEP 4
QUALITY POLICY & PERFORMANCE
INDICATORS

Organization’s
Quality Policy
Department- wise Quality Objectives
K K K K K K
P P P P P P
I I I I I I
1 2 3 4 5 6
Action Plan for each KPI
19

STEP 5
DOCUMENTATION OF QUALITY SYSTEM
Documentation
Supporting documents
? Organization Structure ? Job Descriptions ? Formats
Process Procedures/Standards
? Admission ? Course designing ? Lesson Planning
? Purchasing ? Internal Evaluations ? Examination
? Feedback ? Personnel Training
Iss

al
ua

ov

Quality System Procedures

nc

pr

? Auditing ? Document Control

et

Ap
op

? Corrective/Preventive Action
&
er

? Control of Nonconformity
so

vie
nn

Re
el

Quality System
Manual
20

10
STEP 6
IMPLEMENTATION OF QUALITY SYSTEM
Measurement & Reporting
of KPIs
Analysis of students, teachers, & Need assessment, planning &
examination related data evaluation of training of faculty/staff

Feedback from students

and other parties Implementation Determination of Customer/
Legal requirements

Compliance with lesson plan Planning, verification, & validation

and documented procedures of designing of course
21
Selection and evaluation
of suppliers

STEP 7
AUDITING OF QUALITY SYSTEM

Corrective
Training of Audit Audit Audit
Action &
Auditors Planning Execution Reporting
Follow Up

22

11
STEP 8
CERTIFICATION

Selection of Auditing Agency

Application & Contract

Certification Audit

Yearly Surveillance Audits

23

BENEFITS
Consistent quality of products/services

Defined Procedures,
Roles, & Standards Focus on Customer

Regular Monitoring Enhanced Image

& Assessments
24

12
PROBLEMS/PITFALLS
Cost of Certification

Emphasis on Generic
Certification only PITFALLS Requirements

Too much
25
Paperwork

26

13