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WHAT IS ISO 9001:2000? WHY USE ISO 9001:2000? HOW DOES THE STANDARD WORK? MANAGEMENT RESPONSIBILITY RESOURCE MANAGEMENT PRODUCT REALISATION MEASUREMENT, ANALYSIS AND IMPROVEMENT DOCUMENTATION EIGHT MANAGEMENT PRINCIPLES A FAMILY OF STANDARDS TIPS FOR IMPLEMENTATION
The Quality Management System section provides the structure for the system and the processes within the system.
THIS
CUSTOMERS
RESOURCE MANAGEMENT
SATISFACTION
INPUT REQUIREMENTS
PRODUCT REALIZATION
PRODUCT
OUTPUT
MANAGEMENT RESPONSIBILITY
This section of the standard provides the top management of the business with a powerful planning tool. The starting point is for the management to show commitment to the successful operation of the system through involvement. A framework is provided for managers through the following process: 1. Customer Focus. Find out what the customers current and future needs and expectations are at a strategic level. How you do this is up to you. 2. Quality Policy. Use the information gathered from the customer to establish a policy that is relevant to the purpose of the organisation. 3. Objectives. Establish measurable objectives for the organisation to help you achieve the aims of the policy. 4. Plan the system. Allocate responsibilities
IMPLEMENTING ISO
and establish effective internal communication processes. 5. Review the operation of the system at regular intervals. Improve it where necessary. Ensure appropriate resources are provided.
MANAGEMENT PRINCIPLES
RESOURCE MANAGEMENT
The Resource Management section of the standard ensures that you review and provide the resources needed to implement and improve the system. Resources are looked at in three ways: people, infrastructure and work environment. People Determine the competencies/skills needed within the organisation. Then look at the people you have and identify gaps in existing competencies. Fill those gaps by providing training, coaching or encourage self-learning. Then go on to see how effective the actions taken have been in helping you achieve the necessary competence for the business. Through this technique you always know whether the training you provide is actually adding value to the organisation and contributing to results. Infrastructure This involves the facilities and equipment you need to perform effectively. Start by determining and providing what is needed. Review this regularly. Work Environment Here you look at the conditions under which work is performed and ensure that this is appropriate for meeting the customers requirements. Again, review this regularly.
PRODUCT REALISATION
Now you have the commitment and direction from management and the necessary resources to do the job, the standard goes on to give you a framework for managing the work you do.
THE STANDARD
WILL GIVE YOU A FRAMEWORK FOR MANAGING THE WORK YOU DO
Start with planning. Plan the journey from the point where the customer asks for something, right through to delivery (and beyond if necessary). Product realisation then goes on to ensure you have sound systems in place to control: Sales processes Design and development Purchasing Production/service activities Monitoring and measuring equipment. Dont worry if some of the topics here do not relate to you. Remember the standard is designed to be used by all types of organisations. You simply concentrate on the areas relevant to you.
QUALITY MANAGEMENT
DOCUMENTATION
The nature and complexity of the documentation needed will depend upon the nature and complexity of your organisation. Although ISO 9001:2000 does require a documented quality manual and some procedures, essentially the amount of documentation you have is up to you.
The standards have been developed against the background of eight management principles that can be used by top management in leading the organisation towards improved performance. 1 CUSTOMER FOCUS 2 LEADERSHIP 3 INVOLVEMENT OF PEOPLE 4 PROCESS APPROACH 5 SYSTEM APPROACH TO MANAGEMENT
A FAMILY OF STANDARDS
ISO 9001:2000 is one member of a family of standards. The complete family consists of:
ISO 9000:2000
Fundamentals and Vocabulary Introduces the user to the concepts behind the management systems and specifies the terminology.
ISO 9001:2000
Requirements This sets the criteria you will need to meet if you wish to operate in accordance with the standard.
ISO 9004:2000
6 CONTINUAL IMPROVEMENT 7 FACTUAL APPROACH TO DECISION 8 MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIPS More information on these can be found in ISO 9000 and ISO 9004. Also see www.iso.ch 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. It is important that you refer to all three documents when developing your system.
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