ISO 9001: 2008

1. Introduction
2. Quality Management Systems-Requirements

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 Quality Management Systems-
Requirements
Clauses
2. Scope
3. Normative reference
4. Terms and definitions
5. Quality management system
6. Management responsibility
7. Resource management
8. Product realization
9. Measurement, analysis and improvement

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 5. Management responsibility
5.1. Management commitment
5.2. Customer focus
5.3. Quality policy
5.4. Planning
5.5. Responsibility, authority and communication
5.6. Management review

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 5.4. Planning
5.4.1. Quality objectives
5.4.2. Quality management system planning

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 5.5. Responsibility, authority and
communication
5.5.1. Responsibility and authority
5.5.2. Management Representative (MR)
5.5.3. Internal communication

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 5.6. Management review
5.6.1. General
5.6.2. Review input
5.6.3. Review output

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 5.1 Management commitment
Top management shall provide evidence of its
commitment to the development and
implementation of the quality management system
and continually improving its effectiveness by :–
b. communicating to the organization the importance
of meeting customer as well as statutory and
regulatory requirements,
c. establishing the quality policy,
d. ensuring that quality objectives are established,
e. conducting management reviews, and
f. ensuring the availability of resources.

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 5.1 Management commitment
a. Top management (a person or a group of people who
E direct and control an educational organization at the
D highest level) should identify the factors, which
U satisfy the needs and expectations of the customer.
C
A b. Top management should ensure that educational
T programmes and processes comply with legal and
I regulatory requirements for their certification or
O accreditation.
N

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 5.2 Customer focus
Top management shall ensure that customer
requirements are determined and are met with the aim
of enhancing customer satisfaction (see 7.2.1 and 8.2.1).

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 5.2 Customer focus
Customers requirements are often implied and
E should be defined and documented as curriculum
D requirements that include well-defined learning
U outcomes and specified performance indicators,
C
A
instructional designs that should be reviewed at the
T proposal stage and, as a minimum, annually thereafter
I to assure that all requirements are met and are aligned
O with the organization's objectives.
N

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 5.3 Quality policy
Top management shall ensure that the quality policy
b. is appropriate to the purpose of the organization,
c. includes a commitment to comply with requirements
and continually improve the effectiveness of the
quality management system,
d. provides a framework for establishing and
reviewing quality objectives,
e. is communicated and understood within the
organization, and
f. is reviewed for continuing suitability.

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 5.3 Quality policy
a. The quality policy should be consistent with
E professional standards, government rules and
D regulations, and other policies of the educational
U organization.
C
A b. Top management should ensure that the quality
T policy is understood, implemented, and maintained
I by the organization.
O
N
c. Top management should use the quality policy for
guiding and leading the decision-making of the
personnel involved in the continual improvement of
the educational process.

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 5.4.1 Quality objectives
Top management shall ensure that quality objectives,
including those needed to meet requirements for product
[see 7.1 (a)], are established at relevant functions and
levels within the organization. The quality objectives
shall be measurable and consistent with the quality
policy.

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 5.4.1 Quality objectives
Objectives should be measurable and pertinent to the
E activities and processes of the quality management
D system. Quality objectives may be developed on the
U basis of:
C
A  Placements
T  Drop-out cases
I
 Admission in higher courses
O
N  Customer satisfaction
 Faculty development

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 5.4.2 Quality management system
planning
Top management shall ensure that :–
b. the planning of the quality management system is
carried out in order to meet the requirements given
in 4.1, as well as the quality objectives, and
c. the integrity of the quality management system is
maintained when changes to the quality
management system are planned and implemented.

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 5.4.2 Quality management system
planning
E Quality management system planning should
D consist of the activities and resources needed to
U
achieve the educational organization's objectives.
C
A b. Customer’s requirements
T c. Performance criteria for instructional processes
I
Quality objectives
O
N

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 5.5.1 Responsibility and authority
Top management shall ensure that responsibilities and
authorities are defined and communicated within the
organization.

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 5.5.1 Responsibility and authority
• Top management shall ensure that responsibilities
E and authorities are defined and communicated within
D the organization.
U
C
• The responsibility and authority of all teaching,
A laboratory and administrative staff, who provide
T services to the students, shall be defined and
I communicated within the Educational Institute. The
O interrelation of these personnel shall be determined
N
and implemented.

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 5.5.2 Management Representative
Top management shall appoint a member of
management who, irrespective of other
responsibilities, shall have responsibility and
authority that includes :–
b. ensuring that processes needed for the quality
management system are established, implemented
and maintained,
c. reporting to top management on the performance of
the quality management system and any need for
improvement, and
d. ensuring the promotion of awareness of customer
requirements throughout the organization.

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 5.5.2 Management Representative
 The educational organization should assign a person/s
E the responsibility for ensuring that the requirements
D of ISO 9001:2008 are met on an on-going basis.
U
C
 This person should know the contents of these
A standards and be available for advice on their
T implementation.
I
O
N

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 5.5.3 Internal communication
Top management shall ensure that appropriate
communication processes are established within the
organization and that communication takes place
regarding the effectiveness of the quality management
system.

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 5.5.3 Internal communication
The educational organization top management should
E ensure that there are communication processes
D vertically, at the different organization levels, as well as
U horizontally, through different areas and departments, in
C
A
order to share information related to the effectiveness of
T the quality management system.
I
O
N

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 5.6.1 General
Top management shall review the organization's
quality management system, at planned intervals, to
ensure its continuing suitability, adequacy and
effectiveness. This review shall include assessing
opportunities for improvement and the need for changes
to the quality management system, including the quality
policy and quality objectives.
Records from management reviews shall be
maintained.

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 5.6.1 General
A review of the quality management system should
E include the scheduled periodic review of the
D instructional and support systems, customer satisfaction,
U assessment criteria, evaluation results, and documented
C
A
improvements. This list is neither exhaustive nor
T prescriptive.
I Records of these reviews should be kept.
O
N

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 5.6.2 Review input
The input to management review shall include
information on :–
b. results of audits,
c. customer feedback,
d. process performance and product conformity,
e. status of preventive and corrective actions,
f. follow-up actions from previous management
reviews,
g. changes that could affect the quality management
system, and
h. recommendations for improvement.

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 5.6.2 Review input
a. Results of internal/external/regulatory audits
E b. Student/parent’s feedback and complaints
D
U c. Performance of institution’s services and any
C related problems (instruction delivery,
A examinations, admissions, library, student care etc.)
T
d. Achievements of the institutes and quality
I
O objectives
N

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 5.6.3 Review output
The output from the management review shall include
any decisions and actions related to:–
b. improvement of the effectiveness of the quality
management system and its processes,
c. improvement of product related to customer
requirements, and
d. resource needs.

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 5.6.3 Review output
a. Establish improvement parameters for the processes
E of the educational organization, for example
D teaching-learning; and
U
C b. Revise or perform again the design review when a
A textbook or interactive learning
T program is changed.
I
O
N

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 Model of Process-based QMS
Value-Adding Activity
Info Flow
4

6 8

7
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