ISS Integrated Facility Services Pvt. Ltd.

Basic Introduction of ISO 9001:2008 QMS

Prepared by Rajesh R. Mohite

ISS Service Pillars

Integrated Facility Services

Cleaning

Office
Support

Property
Services

Catering
Services

Security
Services

Quality Support System (QSS) is a support

department to operations by controlling the quality
of the product (i.e. services) and the functioning
(System & Process) of the organization through
audit process.
QSS Department plays a vital role in maintaining
high goodwill, which is one of the sensitive asset
of an organization.
Loss in Capital Assets and Fixed Assets is
recoverable as company invest funds for risk
coverage. But, loss of Goodwill in market cannot
be recovered.

Customer
Is need driven
Has options
Has expectations
Has portable loyalty
And yet often does
not know what he
exactly wants!

An Iceberg

Iceberg

10%

90%

Iceberg & Customer

Customer

Our core values

Honesty
we respect

Entrepreneurship
we act

Responsibility
we care

Quality
we deliver

10

HIT POINTS: Competitive business conditions

Focus.
Distance (winning is running
with a distance from other).
Perform and continue to
perform.
Stretched goals.
Enthusiasm

Content
Cook
Recipe
Preparation
Garnishing

Content

Cleaning tools,
Equipments
and Cleaning
Chemicals
Cook

Housemen &
Chambermaids
Recipe

SLA, SOW,
and SOP/WI
Preparation

Work
Schedules
Garnishing

Supervisor, FE,
FM and Back
Office Support

KEY TO
SUCCESS

Im
ov

In
no
va

pr

tio
n

THE SECRET BEHIND SUCCESS

em

REQUIRED A CHANGE IN:

en
t

Team work

MINDSET
CULTURE
THINKING
ATTITUDE

Involvement

BEHAVIOUR
ESTABLISHED PRACTICES

- FOR TRANSFORMATION

HISTORY

World War - I
In UK Bombs Manufactured were of poor quality, as
they get fused by the time they reach to the front.
UK Defense Minister prepared procedures for
manufacturing of Bombs and circulated in all
Factories.
He commanded, to manufacturers that the bomb
must be produced as per the written procedure.
Team of Government Inspector was formed to cross
check on the manufacturing process of Bombs in
factories.

By end of World War - I

Bombs manufactured were of superior quality.
But by that time World War-I came to end.

Give rise to the idea of Writing Procedures

Condition of Japan Products was, as China Products as of now.

POOR IN QUALITY
But, still people buy all over the world .. ?
Attractive
Multiple Functions
Not expensive, so affordable for common class of people
Easily available

On the other hand

Product of USA and Germany were of Superior Quality

Domination as Made in Germany and Made in USA

World War II
The atomic bombings of Hiroshima and
Nagasaki near the end of World war II
against the Empire of Japan by the
United States (U.S.)

World War - II

Market in Japan
was totally
destroyed

Japan invited there people for United States (US)

People who use to Speak and Write on Quality Improvement.

But, there thoughts having no value in US.

Quality Guru

Dr. Edward W. Deming

(Management Philosophy and
systems)

Dr. Kaoru Ishikawa

(Simple Tools, QCC, Companywide Quality)

Dr. Joseph M. Juran

(Quality Trilogy)

Dr. Philip Crosby

(Zero Defects and Cost
of Quality)

Dr. Shigeo Shingo

(Fool-proofing)

Dr. Yoshio Kondo

(four steps for making
creative and quality work

Prof. Juran Trilogy

Kondo's Message

Dr. Daniel Tse

President, Hong Kong
Baptist University.

Quality means
Fitness for useJuran
Conformance to requirement.Crosby
Aim at the need of the customer - present and future..Edward Deming

QUALITY ALSO MEANS :

Value for money
Customer Satisfaction
Customer Delight

QUALITY IS :
Subjective
Relative
Habit

Edward Deming the Quality Guru, has said Everyone

in the organization is responsible for Quality, and
Ultimate responsibility is of the top management

QUALITY OBJECTIVES
Quality Objectives should be SMART
S

Specific

Measurable

Achievable

Realistic

Time Bound

What is business?
Businesses exist to create and deliver value satisfaction at a profit.
- Harvard School of Business Administration

Quality
Value Satisfaction =

------------------ = Profit
Cost

PROCESS APPROCH
Man
Machine
Money
Material
Methods

In Put
Inputs

Transformation

Out Put

Quality
Control

Quality Assurance
RIGHT FIRST TIME, RIGHT EVERY TIME

Leads output with

Zero Defect

Quality Control is at the end of the production. (Its a post-mortem), And controlling these
processes to achieve customer satisfaction of the next process owner, is Quality Assurance.
Leads to final output i.e. Zero Defect.

JAPANEES TYPE OF QUALITY

JAPANEES KAI-ZAN
Kaizen was created in Japan following World War II.
The word Kaizen means "continuous improvement".
It comes from the Japanese words ("kai") which
means "change" or "to correct" and ("zen") which
means "good".

But, now Japanese do not believe in ISO

BASIC INTRODUCTION TO ISO 9001

Discover ISO
ISO's name
Because "International Organization for Standardization" would have different
acronyms in different languages ("IOS" in English, "OIN" in French for
Organization international de normalization), its founders decided to give it also
a short, all-purpose name. They chose "ISO", derived from the Greek isos,
meaning "equal". Whatever the country, whatever the language, the short form
of the organization's name is always ISO.

Founding
ISO was born from the union of two
organizations - the ISA (International
Federation of the National Standardizing
Associations),. established in New York in
1926, and the UNSCC (United Nations
Standards Coordinating Committee),
established in 1944.

Geneva H. Q.
(representation
147 countries)

In October 1946, delegates from 25

countries, meeting at the Institute of Civil
Engineers in London, decided to create a
new international organization, of which
the object would be "to facilitate the
international coordination and unification
of industrial standards". The new
organization, ISO, officially began
operations on 23 February 1947.

ISO is the world largest standards

developing organization. Between 1947
and the present day, ISO has published
more than 16 500 International Standards

HOW DID ISO GET STARTED ?

1906 International Electro Technical Commission
1926 International Federation of the National Standardizing Associations
(ISA)
1946 London delegates from 25 countries decided to create a new
international organization the object of which would be to facilitate the
international co ordination and unification of industrial standards.
1947 ISO began to officially operation function.
1951 The First ISO Standard was Published
1987 Standards are Created
1.To eliminate country to country differences
2.To eliminate terminology confusion
3.To increase quality awareness

ISO 9001:2008

Quality Management
Systems (QMS)
A system to manage the quality
of your organizations products /
services.

The term Product also means Service

in ISO 9001 Standard.

ISO 9001:2008 QMS

Quality Management Systems (QMS) =

Quality Policy
Level 1 : Quality Manual (QM)
+

Quality Objectives

Level 2: Quality System Procedure (QSP)

+
Level 3: Forms , Formats, Work Instructions and Records

ISO 9000:1987 Focus on QA (i.e. Quality Assurance) but the principles were
different for Production and Service Industry.
ISO 9000:1994 Focus on QA, it was generic (means it was applicable for all
type of Industries.)
ISO 9001:2000 As the competition increase in the year 2000, it was need to
give more preference to the customer needs. This standard was not only based
on QA but all give more preference to Customer Satisfaction and
Standardization.
ISO 9001:2008 besides QA, Customer Satisfaction and Standardization - has
identified / talks about the requirements of : 1) Customer Requirements; 2)
System Requirements (ERP); 3)Legal Requirements (Statutory Compliances),
and 4) Training Competency.

ISO 9000 Family of Standards

ISO 8402 - QA and Quality management vocabulary
ISO 9000-2 - Generic guidelines for applying ISO 9001, ISO 9002, and ISO 9003
ISO 9000-3 - Guidelines for applying ISO 9001 to the development, supply, and
maintenance of software
ISO 9000-4 Application for dependability management
ISO 9004-2 Guidelines for services
ISO 9004-3 Guidelines for processed material
ISO 9004-4 Guidelines for quality improvement
ISO 9004-5 Guidelines for quality plans
ISO 9004-6 Guidelines for configuration management
ISO 14000 Environmental Management System

ISO 9000:2000 Consists of 3 Areas

ISO 9000:2008 Quality Management Systems: fundamentals and
vocabulary

ISO 9001:2008 Quality Management Systems Requirements For the

Standards (required for certification)
1.Documentation
2.Management responsibility
3.Resource management
4.Product/service realization
5.Measurement, analysis, improvement

ISO 9004-2008 Quality Management Systems Guidelines for performance

improvement

Changes in Version 2008 of IS0 9001 QMS Standard

ISO 9001:2008 QMS (Fourth Edition) cancels and replaces the third edition ISO
9001:2000 QMS (Expired on 14th November 2009)
International standards are drafted in accordance with the rules given in ISO/ IEC (International
Electrotechnical Commission) Directors, Part 2
Change in Grammatical English Language Organization shall be/ Organization should be

Has identified / talks about the requirements of :

Customer Requirements;
System Requirements (ERP);
Legal Requirements (Statutory Compliances) : Will be part of ISO audit. It will also include control
over Outsourcing (Vendors / Agencies) Services for instance Vendor Selection, Vendor Analysis and
Vendor Matrix

Training Competency: HR has to play a major role in training competency (ISO 9001-2008 QMS
Standard also talks about mapping of the training for each employee).

Version 2008 include small contents of the ISO 14001:2004 EHS Standard e.g. Control on Carbon
Foot Prints means amount of carbon dioxide gas realized in atmosphere.
In QMS 2008 ERP will be the part of infrastructure & will be audited. (IT Department):
Software maintenance;
Software up-gradation;
Password Control
Password tracker;
Password security;

Quality Management Principles

Customer focus
Leadership
Involvement of people
Process approach
System approach to management
Continual improvement
Factual approach to decision making
Mutually beneficial supplier relationships
Refer 0.2 Quality Management Principles (page no. V) of

ISO 9001:2000 manual

CUSTOMER FOCUS
Organization depend on Customer.
Must understand current and feature customer needs.
Must exceed customer expectations

CUSTOMER

A customer is the most important

visitor on our Premises. He is not
dependent on us. We are
dependent on him. He is not an
interruption on work, he is the
purpose of it. He is not an outsider
on our business, but he is a part of
it. We are not doing him a favour
by serving him, he is doing a
favour by giving us an opportunity
to do so.
- Mahatma Gandhi

LEADERSHIP
Leader establish unity of purpose and direction of the organization.
Maintain healthy environment in an Organization, in which people can
become fully involved in achieving the organizations objectives.

INVOLMENT OF PEOPLE
People at all levels are the
essence of organization.
Peoples full enrolment enables to
achieve the objectives of
organization.

PROCESS APPROCH TO MANAGEMENT

RECRUITMENT PROCESS

A desired result is achieved more efficiently when related resources (Men /

Machines / Materials / Money / Methods) and activities are managed as a
process.

SYSTEM APPROCH TO MANAGEMENT

Identifying, Understanding and
Managing the inter-related
processes as a system,
improves the organizations
effectiveness and efficiency.

CONTINUAL IMPROVEMENT
Continual improvement should be a permanent objective of the organization.

FACTUAL APPROCH TO DECISION MAKING

Effective decisions must be based on the analysis of the data and information

MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIPS

An organization and its suppliers
are interdependent.
Mutually beneficial relationship
with the suppliers enhances the
ability of both to create value.

PDCA Cycle
By Edward Deming

Continuous improvement ?
PLAN DO CHECK - ACT CYCLE (PDCA)
Based upon work by W. A. Stewart and made popular by
W.E.Deming
Goal: Optimize and improve a single process model/production line
Approach: Uses such techniques as
1.feedback loops
2.Statistical quality control
3.Design of experiments
4.Data models based upon multiple replications
Result: Predictive models of the relationship between process and
product.
PLAN

DO

CHECK

ACT

Five Steps in ISO

1

Identify Customer needs.

Say what you do.

Do what you say

Prove it

Improve it

Transition Towards TQM

Quality
QualityControl
Control

Quality
QualityManagement
Management

Past
Past
Detect
Detectfaults
faults
Look
Lookfor
forguilty
guiltypersons
persons
Accuse
Accuse
Punish
Punish
Micro-management
Micro-management

Future
Future
Prevent
Preventerrors
errors
Look
Lookfor
fordefaults
defaultsin
inthe
theprocesses
processes
Help,
Help,Moderate,
Moderate,Facilitate
Facilitate
Motivate
Motivate
Systematic
Systematicand
andsystemic
systemicmanagement
management

ISO Organization

General
Assembly
Policy
Development
Committees

Council

Technical
Management Board
Technical Advisory
Groups
Technical Committees
Technical Committees
Technical Committees
Technical Committees

Clause 1.0
General
Standard is generic means applicable to all types of Organization, regarding
of type, size and product provided.
Enhance in meets customer needs and regulatory requirements.
Aims to enhance customer satisfaction through effective application of
system and processes for continual improvement.
Application : Exclusions are made limited to requirements within clause 7,
and such exclusions do not affect the organizations ability, or responsibility.
e.g. Clause 7.3 Design and Development is applicable for production industry and not
applicable for Service Industry. Clause 7.6 Control of monitoring and measuring
equipments

Clause 2.0
Normative references
The following referenced documents are indispensible (essential) for the
application of this document. For dated references, only the edition cited
applies. For undated references, the latest edition of the references
document (including any amendments) applies.
ISO 9001:2005, Quality management systems Fundamentals and vocabulary

Clause 3.0
Terms and Definitions:
Speaks about different terms and definitions used in ISO 9001 QMS Standard:
Conformity

Quality plan

Auditee

Non-Conformity

Objective evidence

Auditor

Defect

Inspection

Audit Team

Preventive action

Verification

Continuous

Corrective action

Review

Continual

Document

Audit

Measurement

Record

Audit findings

Analyses

Quality Manual

Audit conclusions

Clause 4.0
Quality management system:
General Requirement:
The organization shall

Determine the processes needed for the quality management system and their application
throughout the organization.

Determine the sequence and interaction of these processes.

Determine criteria and method needed to ensure that both the operation and control of
these processes are effective.

Ensure the availability of resources and information necessary to support the operation and
monitoring of these processes.

Monitor, measure where applicable, and analysis these processes, and

Implement actions necessary to achieve planned results and continual improvement of these
processes.

Clause 4.0
Quality management system:
Documentation Requirement:

General:
The quality management system documentation shall include

Documented statement of a quality policy and quality objectives.

A quality manual

Documented procedures and records required by the international standard, and

Documents, including records, determined by the organization to be necessary to ensure the

effective planning, operation and control of its processes.

Quality Manual

Controls of document

Control of records

Clause 5.0
Management responsibilities:
Top management shall provide evidence of its commitment to the development and
implementation of the quality management system and continually improving its
effectiveness by Communicating to the organization the importance of meeting customer as well as statutory and
regulatory requirements, with the aim of enhancing customer satisfaction.
Establishing the quality policy.
Ensuring that the quality objectives are established.
Conducting management reviews, and
Ensuring the availability of resources.

Management Review
Review input:

Review output:

Customer feedback

Improvement of the effectiveness of

the quality management system and
its processes.

Process performance and product

conformity

Improvement of product related to

customer requirements.

Status of preventive and corrective

actions.

Resource needs.

Result of audits.

Follow-up actions from previous

management reviews.
Changes that could affect the quality
management system.
Recommendations for improvement

Clause 6.0
Resource management
The organization shall determine and provide the resources needed:
Human Resource - Competency, education, training, awareness, skills and experience
Infrastructure: includes Building, workspace and associated utilities.
Process equipments (both hardware and software), and
Support services (such as transport, communication or information system).

Work environment:
Conditions under which work is performed including physical environment and other factors
(such as noise, temperature, humidity, lighting or weather).

Clause 7.0
Product Realization
Planning of Product realization
Customer Related Processes
Design and Development
Purchasing
Production and Service Provisions
Control of monitoring and measurement equipments

Clause 8.0
Measurement, analysis and improvement
Monitoring and Measurement
Customer Satisfaction
Internal Audit
Processes
Product

Control of Non Confirmative

Analyses of Data
Corrective Action
Preventive Action
Improvements

Continual Improvement of the quality management system

Key

Value adding activities

Information flow

Management
responsibility

Customers
(and other
interested
parties)

Requirements

Measurement,
analysis and
improvement

Resource
management

Customers
(and other
interested
parties)

Input

Product
realization

Product

Satisfaction

Output

Six mandatory procedures

Control of documents
Control of records
Internal Quality Audit
Control of non-conforming products
Corrective action
Preventive action

Quality Policy

It is the Vision and Purpose/Objective of the Organization

These objectives are laid down by the Top Management.

Vision :
Potential
to
Groups op be a GLOBAL LE
ADER am
erating co
ong the
untries.
Mission:
Growth th
rough DE
LIVERIN
G QUALIT
Y SERVIC
The enab
ES
lers for ac
hieving th
Recruitm
is Missio
n will be
ent of righ
:
t people
Trainin
g as a m
eans to m
operation
aintain th
s of the O
e effectiv
rganizatio
eness of
n
all
Recog
nizing hig
h perform
ance and
promotin
Im plem
g team w
ent ISO 9
ork.
001:2000
& similar
in
ternation
Contin
al Standa
uous imp
rds.
rovement
of all our
p
ro
ce
Identify
ss
e
s
th
rough QS
ing and us
S.
ing state
of the art
te
ch
no
friendly M
lo
g
y,
en
vironmen
aterials &
t
Equipme
nts.
Effectiv
e custom
er comm
unication
.
Setting
Benchma
rk standa
rds in the
Industry.
K. J. Joll
y
Country
Manager
Revised o
n 07-02-20
08

Why adopt ISO 9000?

To comply with customers who require ISO 9000
To improve the quality system
To minimize repetitive auditing by similar and different
customers
To improve subcontractors performance

Documentation requirements

DOCUMENT , RECORD AND DOCUMENTATION

Any blank format is a document

When a document is filled-in for a certain period of time

becomes record for that period

Storing or Saving or Filling of Record is Documentation

DOCUMENT CONTROL
Document
Document
Issue No.

Date of Issue

Approved By

Date of Approval

Authorized By

Date of Authorization

Revised By

Date of Review

Can not be changed unless it is approved and authorized by the Top

Management with coordination with the Management Representative
with Proper clarification/ explanation for the reason of change and need
to bring to the notice of External Auditor during audit.

DOCUMENT CONTROL

Record
Record
Reference No.
Approved By
Authorized By

Date of Record
Date of Approval
Date of Authorization

DOCUMENTED PROCEDURE FOR DOCUMENT

AN DOCUMENT

Designed by
Approved by
Authorized by
Life of the Document

Method of destruction
Shredding
Burn
Stamping as
Discarded
Revised by

Method of Distribution
Method of Storage
Who will convert as
record

Approved
by
Revised by
Authorized by

DOCUMENTED PROCEDURE FOR RECORD

AN RECORD

Who will prepare the

records
Method of Storage
Life of the Record
Analyses of Record
Method of Destruction

Shredding
Burn
Stamping as
Discarded

Documentation requirements
Follow of
System/
Process

System / Process
Continual
Improvement
resulting in
quality
Improvements
System /
Process

Evidence of
System/ Process
follow

Analyses
System / Process
follow

Follow of
System/
Process

Service Level
Agreement
(SLA)

System / Process

Standard
Operating
Procedures
(SOP)

Log Book
Evidence of System/
Process follow

Quality
Check list

Scope of Work
(SOW)
Work
Instructions
(WI)

Service
Provider

Service
Taker

Work
Schedule (WS)

Improvements
System / Process

Analyses System /
Process follow
Service
Provider
Internal
Audit

Service
Taker
Customer
Feedback

Customer
Satisfaction
Survey

In Short :

Log Book

Scope of
Work
&
Work
Schedule

Checklist

Work
Schedule
Work Schedule can be defined as Time and
Motion study of the Task to be performed.

TYPES :
Daily Work Schedules: Activities which are carried out on daily bases.
Weekly / Fortnight / Monthly / Bimonthly/ Quarterly / Half Yearly / Yearly
Work Schedule:
Activities which cannot be carried out on daily bases need to be
distributed in Weekly, Fortnight, Monthly.bases.

Log Book
For a normal layman it is a Message Book.
For ISO it is follow-up of System.

IT INCLUDES :
1.

Activities carried out as per Daily Cleaning Schedule.

2.

Activities carried out as per the observation recorded in Daily Checklist.

(Corrective Action under Clause 8.5.2)

3.

Activities carried out as per Weekly / Monthly / Fortnightly Cleaning

Schedule.

4.

Points discussed in Briefing/ Debriefing/ Training at site (Preventive Action

under Clause 8.5.3)

5.

Lost and Found (if Any)

6.

Messages or Information from the client.

7.

Any undue incident at site (if Any)

Check List

Acts as an evidence for System follow as it is being signed by two parties

i.e. Service Provider (Site FM/ FE/ Supervisor) and Service Taker (Client).
When a paper is signed by two parties it acts as an evidence.

To be filled
in by Site
Supervisor
before
09:00 AM
by Morning
Shift

Product
Identify
that the
Product is
delivered
in the
specified
Area

Is an very
important
Column
where the
Supervisor
records his
observation
during his
Morning
Round

Observation
recorded in
Remark
Column of
Checklist are
ve need to
converted into
+ve by
showing
Corrective
Action in Log
Book

Question &
Answers