Chapter 10 Quality Management Systems Jennifer Sadorus Heather

Chapter 10: Quality Management Systems Jennifer Sadorus Heather Heller

What’s ISO? International Organization for Standardization n Provide international standards for products and services n ¨ Facilitates services worldwide exchange of goods and

What We Need to Know 1. 2. 3. 4. 5. 6. 7. Basics of ISO Benefits Requirements Documentation Procedures How to Implement ISO How to do an Internal Audit How to Register

Getting to Know ISO Found in 1946 – Geneva, Switzerland n 90 Member Countries n ANSI – USA Representative n ISO Technical Committee (TC) 176 n ¨ Developed the International Standards for Quality in 1987 ¨ ISO 9000, 9001 & 9004

Benefits of ISO Registration n Global competitiveness Maintain or increase market shares Secondary benefits for the supplier ¨ Decrease in scrap, rework and nonconformities at final inspection ¨ Increase in product reliability ¨ Improved time to market, on-time delivery and throughput ¨ Decrease in the cost of poor quality measured but external forces

Requirements n n n n Scope Normative References Terms and Definitions Quality Management System (QMS) Management Responsibilities Resource Management Product or Service Realization Measurement, Analysis and Improvement

1 st Three Requirements INFORMATION ONLY n n n Scope Normative Reference Terms and Definitions

Requirements Activity

The Other 5 Requirements MODEL OF A PROCESS-BASED QUALITY MANAGEMENT SYSTEM

4 – Quality Management System (QMS) n n n n Identify the process Determine the process sequence Set methods for effective operation and control of process Ensure availability of resources and information for the process Monitor, measure and analyze the process Continually improve the process Document ¨ ¨ Quality policies, manuals, procedures… Set controls for documents and maintain records of conformance

5 – Management Responsibility Commitment n Customer Focus n Quality Policy n Planning – Quality Objectives and QMS n Define Responsibilities, Authorities and Communication n Review n

6 – Resource Management Provision of Resources n Human Resources n Infrastructure n Work Environment n

7 – Product Realization Plan n Customer Related n Design and Develop n Purchasing n Production and Service Provision n Control of Monitoring and Measuring Devices n

8 – Measure, Analyze and Improve Monitor and Measure n Control of Nonconforming Product n Analysis of Data n Improvement n

Documentation Activity Form 4 Groups of 3

Documentation

BREAK!

Implementation n n n Top Management Commitment Appoint the Management Representative Awareness Appoint an Implementation Team Training Time Schedule Select Element Owners Review the Present System Write the Documentation Install the New System Internal Audit Management Review Pre-Assessment Registration

Implementation Activity

Internal Audits n Objectives ¨ Does actual performance conform to documented QMS? ¨ Initiate corrective action to deficiencies ¨ Follow up on noncompliance items from previous audits ¨ Provide continued improvement through feedback ¨ Encourage possible improvements by thinking about the system

How To Do An Internal Audit n Auditor ¨ ¨ ¨ n Techniques ¨ ¨ ¨ n Trained in auditing principles and procedures Objective, honest and impartial Good communicator, listener and observer Examination of documents Observation of activities Interviews Procedure ¨ Pre-Audit Meeting n ¨ Audit n ¨ Timetables, what is being audited, review requirements Determine how well the system has been implemented and maintained Closing Meeting n Present a summary including nonconformities, corrective action and decide on follow-up

Audit Activity Form 2 Groups

Two Ways to be ISO Certified n 2 -Party System ¨ Customer n audits the supplier’s quality system 3 -Party System ¨ Registrar audits and certifies a supplier’s quality system

Registration n Select a Registrar ¨ Qualifications and experience ¨ Certificate recognition ¨ Registration process ¨ Time and cost constraints ¨ Auditor qualifications

Registration Process Application for Registration n Document Review n Pre-Assessment n Registration n Follow-up Surveillance n

What We Now Know 1. 2. 3. 4. 5. 6. 7. Basics of ISO Benefits Requirements Documentation Procedures How to Implement ISO How to do an Internal Audit How to Register

Resources