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THE PRINCIPLES OF QUALITY MANAGEMENT. DEFINING QUALITY. Good Appearance? High Price? The Best? Particular Specification? Not necessarily, but always: Fitness for Purpose Meets Customer Requirements. THE NATURE OF QUALITY. Meeting Customers’ and the Organisation’s Needs

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The principles of quality management l.jpg

THE PRINCIPLES OF QUALITY MANAGEMENT


Defining quality l.jpg
DEFINING QUALITY

  • Good Appearance?

  • High Price?

  • The Best?

  • Particular Specification?

    Not necessarily, but always:

  • Fitness for Purpose

  • Meets Customer Requirements


The nature of quality l.jpg
THE NATURE OF QUALITY

  • Meeting Customers’ and the Organisation’s Needs

  • Integral Part of the Business

  • Assuring Quality Systematically

  • Prevention Culture

  • Right First Time

  • Continuous Improvement


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QUALITY TERMINOLOGY

  • Quality Control = Correction

  • Quality Assurance = Prevention

  • Quality Management = Enhance Customer Satisfaction and Continual Improvement


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THE REQUIREMENTS OF ISO 9001: 2000

  • An International Standard for Quality Management Systems

  • Covers the planning, the management and operation of any Organisation

  • Assures Customers of your reliability and competence to deliver what you promise


The principles of iso 9001 2000 l.jpg
THE PRINCIPLES OF ISO 9001: 2000

  • Customer Focused Organisation

  • Leadership

  • Involvement of People

  • Process Approach

  • System Approach to Management

  • Continual Improvement

  • Factual Approach to Decision Making

  • Mutually Beneficial Supplier Relationships


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ISO 9001: 2000FIVE CHAPTERS

  • Quality Management System

  • Management Responsibility

  • Resource Management

  • Product Realization

  • Measurement, Analysis and Improvement


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ISO 9001: 2000THE KEY THEMES

  • Knowing your Customers

  • Continual Improvement

  • Planning

  • Communications


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QUALITY POLICY

  • Set by the Organisation’s Directors

  • Controlled and Updated

  • Establishes Principles

  • Identifies Corporate Responsibilities


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ORGANISATION

  • Designated Quality Manager

  • Defined Employee Responsibilities

  • Clear Lines of Authority and Accountability

  • Shows Trained Staff


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DOCUMENTATION

  • Written Policies, Process Maps and Training Documents

  • Standard Methods of Best Practice

  • Process Approach

  • Authorisation and Control

  • Evidence of Compliance


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REASONS FOR DOCUMENTING PROCESSES

  • Defines clearly which staff are responsible

  • Assures work is done in a consistent way

  • Assures work is done to the same high standard

  • Useful for training new personnel


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DOCUMENT HIERARCHY

  • Quality Manual

    - Policies, Organisation, ISO 9001

  • Process Maps

    - Why, Who by, How

  • Reference Documents

    - Training Documents, Forms

  • MUST BE KEPT CURRENT


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PROCESS MAPS

  • Scope - What it is about

  • Objective - Why you do it

  • Responsibilities - Who does it

  • Documentation - Forms, records

  • Process Method - How to do it


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CUSTOMER REQUIREMENTS

  • Clear understanding of your Customer’s Needs

  • Defining the Service

  • Amending Requirements

  • Customer Communication

  • Customer Satisfaction

  • Customer Complaints


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ROLE OF YOUR SUPPLIERS

  • Approval of Suppliers

  • Evaluation and Re-evaluation

  • Clear Specification

  • Performance Monitoring


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PROCESS APPROACH

  • Defining the Core Processes that add value

  • Agreeing Best Practice

  • Checking Performance Measures

  • Checking Internal and External Standards

  • Monitoring Status


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CONTINUOUS IMPROVEMENT

  • Record Mistakes and Problems

  • Immediate Corrective Action

  • Preventive Action on Causes

  • Analyse Trends

  • Monitor Effectiveness of Changes


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MAINTAINING THE SYSTEM

  • Internal Quality Audits

  • Management Review

  • Independent Certification and Surveillance


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ISO 9000COMMON CRITICISMS

  • Failure to address Customers

  • Excessive and constraining Bureaucracy

  • Too much unnecessary Paperwork

  • Unsuited to Small Companies

  • Only for Manufacturing

  • Extra Costs and Staffing

  • NOT IF YOU GET IT RIGHT


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BENEFITS OF ISO 9000

  • EXTERNAL

  • Internationally Recognised Standard

  • Approved Supplier Status

  • Competitive Advantage

  • Clear Demonstration of your Commitment to Quality


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BENEFITS OFISO 9000

  • INTERNAL

  • Less Waste of Time and Effort

  • Improved Efficiency and Effectiveness

  • Fewer Complaints

  • Culture of Problem Prevention and Continuous Improvement

  • Focus on Customer Service and Business Results


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ISO 9000 RESULTS

  • A Survey of 2317 Firms found that after Certification:

  • 89% Gained Operational Efficiency

  • 48% Improved Profitability

  • 76% Improved Marketing

  • 26% Improved Export Sales


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STEPS TO ISO 9000CERTIFICATION

  • Initial Audit and Review

  • Gain Management Commitment

  • Management Steering Group

  • QA Awareness for all staff

  • Write Quality Manual

  • Map Core Processes

  • Train QMR and Auditors

  • Implement and Test

  • Internal Audits

  • Management Review

  • External Accreditation