DEFINITION OF QUALITY

American Crosby Deming Juran

quality gurus
Definition of Conformance A predictable Fitness for
quality to degree of use
requirements uniformity &
dependability at
low cost & suited
to the market
 CRITERIA FOR DEFINING QUALITY
• Definition of quality should:
• Be relevant to goods and services
• Include what customers say
• Be based on customers perceptions
• Indicate the price or value for money
• Be concise and understandable
• Be measureable or objectively comparable
 TOTAL QUALITY MANAGEMENT
• Total quality management (TQM) entails creating a
total quality culture bent on continuous improving the
performance of every task and value chain activity
• TQM is a philosophy of managing a set of business
practice that emphasizes continuous improvement in
all phases of operations, 100 percent accuracy in
performing tasks, involvement and empowering of
employees at all levels, team based work design,
benchmarking and total customer satisfaction.
• Arthur. A. Thompson Jr, A. J. Strickland 111, Jonh E.
Gamble
 TOTAL QUALITY MANAGEMENT
• While TQM concentrate on production of quality
goods and fully customer expectation, it achieves
its success when its extended to employee efforts
in all departments , human resources, billing,
R&D, engineering , accounting and records, that
may lack customer driven incentive to improve.
• Aims at instilling enthusiasm of doing things right
first time from top to bottom of the organisation.
 WHAT IS ISO 9001
• ISO ( International Organization for Standardization )is a
worldwide federation of national standards bodies(ISO
member bodies).
• Iso 9001 is a international standard that gives
requirements to a organization's quality management
system.
• ISO 9001 certification is suitable for all sizes and types of
organisations and is well established around the world as
an invaluable Quality Management System standard. It is
suitable for organisations in all industry sectors and will
help your organisation to improve management
processes to compete locally and/or globally.
 WHAT IS ISO 9001
• The work of preparing International Standards is normally
carried out through ISO technical committees.
• Each member body interested in a subject for which a
technical committee has been established has the right to
be represented on that committee. International
organizations, governmental and non-governmental, in
liaison with ISO, also take part in the work. ISO collaborates
closely with the International Electro technical Commission
(IEC) on all matters of electro technical standardization.
• International Standards are drafted in accordance with the
rules given in the ISO/IEC Directives
 WHAT IS ISO 9001
• ISO has a membership of some 160 national standards bodies from
countries large and small, industrialized, developing and in transition,
in all regions of the world.
• Each country has one member( for example Zimbabwe-S.A.Z)
• Standardization Association of Zimbabwe acts as a Ladder in the
transformation of Zimbabwean products and services into world
class quality for national prosperity
• ISO’s portfolio of more than 18 100 standards provides business,
government and society with practical tools for all three dimensions
of sustainable development : economic, environmental and
societal.
 JOINING ISO
• The adoption of a quality management system should be a strategic decision of an
organization.
• The design and implementation of an organization's quality management system
is influenced by
• a) its organizational environment, changes in that environment, and the risks
associated with that
• environment,
• b) its varying needs,

• c) its particular objectives,

• d) the products it provides,

• e) the processes it employs,

• f) its size and organizational structure.

 ELEMENTS OF ISO 9001
The standards of ISO 9000 detail 20 requirements for an
organization's quality management system in the
following areas:
• Management Responsibility
• Quality System
• Order Entry
• Design Control
• Document and Data Control
• Purchasing
• Control of Customer Supplied Products
• Product Identification and Tractability
 ELEMENTS OF ISO 9001
• Process Control
• Inspection and Testing Control of Inspection, Measuring,
and Test Equipment
• Inspection and Test Status
• Control of Nonconforming Products
• Corrective and Preventive Action
• Handling, Storage, Packaging, and Delivery
• Control of Quality Records
• Internal Quality Audits
• Training
• Servicing
• Statistical Techniques
 WHAT IS ISO 17025
• The ISO 17025 standard specifies the general requirements for the
competence to carry out tests and/or calibration including sampling.
• ISO 17025 accreditation certificate will show potential customers
that your laboratory values quality and that you have taken steps to
ensure that your calibration or testing results are accurate and
reliable
• is a quality system which is structured to ensure the quality and
repeatability of a product or service business.
• The quality system is proven by its results.
• It was first instituted in 1999 and later revised in 2005 so that it was
more consistent with the 2000 revised version of ISO 9001
• It is quite similar to ISO 9001 with the key difference being that ISO
9001 is more about certification whilst ISO 17025 is about
accreditation
 WHO CAN OBTAIN ISO 17025
• this is available for both freestanding
laboratories and for laboratories which are
part of larger facilities
• The whole process may take between 6
months to a year