Case Study - Designing a Quality Management System Using ISO 9000 Framwork
-
Upload
minisoft2002 -
Category
Documents
-
view
74 -
download
0
Transcript of Case Study - Designing a Quality Management System Using ISO 9000 Framwork
1
1
Designing a Quality Management System using ISO 9000 Framework
Obaidullah Hakeem Khan
Pakistan Institute of Quality Control
2
TABLE OF CONTENTS
? Introduction to Quality Management System? What is ISO 9000?? Framework & Requirements of ISO 9000? Implementation Steps of ISO 9000? Benefits & Problems
2
3
WHAT IS QMS?
Policy & Objectives
Procedures
Structure & ResponsibilitiesResources
Processes
Measurements
To ensure consistentquality of products
and/or services
4
OBJECTIVES OF QMS
Quality Control
Quality Assurance
Quality Management
Product Measures and Control
Process Measures & Control
Company -wide Performance Measures & Control
+
+
3
5
8 QMS PRICINIPLES
8 QUALITYMANAGEMENT
PRINCIPLES
Mutually beneficial supplier relationship
Customer-focus
Factual Approach to Management
Leadership
Involvement ofPeople
Process Approach
System approach to management
ContinualImprovement
6
WHAT IS ISO 9000?? STANDARD for QUALITY MANAGEMENT SYSTEM
? Specifies the REQUIREMENTS for establishing and maintaining a quality management system in an organization
1987
1994
2000
Originally released as ISO 9000:1987
First revision named as ISO 9000:1994
Second revision named as ISO 9000:2000
4
7
SCOPE OF ISO 9000
SCOPE
Consistentquality ofproducts orservices
Meeting Customer & regulatory requirements
Enhanced Customer
Satisfaction
Continual Improvement
8
CUSTOMER-SUPPLIER CHAIN
ProcessSupplier Product Customer
- Stationery- Uniform- Furniture- Transport
- Admission- Course Design- Course Planning- Course Execution- Examinations, etc.
Resources
- Faculty & Staff- Classrooms- Library- Laboratories
- Learning- Education- Degrees- Certificates
- Students- Parents- Employer- Higher
institutions
5
9
ISO 9000 PROCESS MODELTop Management
Responsibility
Resource Management
Customer(students, industry
higher institutions)
Requirements
Education ProvisionProcesses
Customer(students, industry
higher institutions)
Satisfaction
Market research
Regulatory requirements
Degrees
Certificates
Measurement,Analysis and Improvement
10
4 QUALITY SYSTEM
Policy & Objectives
Quality Manual
Quality System Procedures(Audit, Corrective/Preventive Action, etc.)
Operational Procedures and Plans(Registration, Course Planning, Course Delivery, etc.)
Records/Reports/Logs(Attendance. Exam, registration records, etc.)
Control of Documents
Control of Records
Summary and structure of system
Procedures required byISO 9000
ProcessProcedures
Proofs/Evidences
Quality Guidelines& Targets
6
11
5 MANAGEMENT RESPONSIBILITYCommitment Customer Focus
Management Reviews
Quality Policy
Responsibility, Authority and Communication
Quality Objectives/Targets
12
6 RESOURCE MANAGEMENT
RESOURCEMANAGEMENT(Determination,
Provision, and Maintenanceof resources)
Infrastructure(Classrooms, Labs, Library)
Competence & Training
(Faculty and staff)Wor
k Env
ironm
ent
(Tea
ching
envir
onm
ent)
7
13
7 PRODUCT REALIZATIONCourse Program
Planning
Determination & Evaluation of Course Requirements
Customer Requirements
Regulatory Requirements
Curriculum Design & Development
Purchasing of Material& Services
Delivery of Education Services
Lesson Planning
Control of Course Delivery Processes
Availability of Course Delivery Eqpt.
Evaluations & Examinations
Library & Lab Facilities & Control
Catering & Transportation
Identification & Traceability
Control of Student Property
Control of Monitoring & Measurement Devices
14
8 Measurement Analysis & Improvement
ProcessSupplier Product Customer
Monitoring & Measurement
Analysis of Data
Corrective/Preventive
ActionImprovement
Audit
8
15
HOW TO IMPLEMENT ISO 9000 QMS?
16
STEP 1
Quality System Requirements
Existing System of the Organization
Gap
GAP ANALYSIS
9
17
STEP 2PROJECT TEAM
Senior-level Project Coordinator or Management Representative
Representative(s) from Faculty/Teachers
Representative(s) from Administration Section
Representative(s) from Examination Section
18
STEP 3ORIENTATION/AWARENESS SESSIONS
Basic Quality ConceptsQuality Management
Principles
ISO 9000 Framework Interpretation of ISO 9000 Requirements
10
19
STEP 4QUALITY POLICY & PERFORMANCE INDICATORS
Organization’s Quality Policy
Department-wise Quality Objectives
KPI
1
KPI
2
KPI
3
KPI
4
KPI
5
KPI
6
Action Plan for each KPI
20
STEP 5DOCUMENTATION OF QUALITY SYSTEM
Process Procedures/Standards? Admission ? Course designing ? Lesson Planning? Purchasing ? Internal Evaluations ? Examination
? Feedback ? Personnel TrainingQuality System Procedures? Auditing ? Document Control? Corrective/Preventive Action? Control of Nonconformity
Quality SystemManual
Supporting documents? Organization Structure ? Job Descriptions ? Formats
Documentation
Issuance to personnel Review
& Approv
al
11
21
STEP 6IMPLEMENTATION OF QUALITY SYSTEM
Implementation
Analysis of students, teachers, & examination related data
Measurement & Reporting of KPIs
Feedback from students and other parties
Need assessment, planning & evaluation of training of faculty/staff
Determination of Customer/ Legal requirements
Planning, verification, & validation of designing of course
Selection and evaluationof suppliers
Compliance with lesson plan and documented procedures
22
STEP 7AUDITING OF QUALITY SYSTEM
AuditExecution
AuditPlanning
CorrectiveAction &
Follow Up
AuditReporting
Training ofAuditors
12
23
STEP 8CERTIFICATION
Selection of Auditing Agency
Application & Contract
Certification Audit
Yearly Surveillance Audits
24
BENEFITSConsistent quality of products/services
Focus on Customer
Enhanced ImageRegular Monitoring& Assessments
Defined Procedures,Roles, & Standards
13
25
PROBLEMS/PITFALLS
PITFALLS
Cost of Certification
Generic Requirements
Too muchPaperwork
Emphasis on Certification only
26