International Process Standards to Distribute

8/2/2019 International Process Standards to Distribute

1/35

Lecture 5

Introduction to ISO

9000 Standard


2/35

International Process Standards

What is an international standard?

Why ISO 9000 was developed?


3/35

ISO 9000

Published in 1987.

Versions: 1987, 1994, 2000 and 2008

A standard that most organizations desire.

Organizations had their own internal

quality standards.

Act as a discriminator.


4/35

Motivation for ISO 9000

Name three reasons why a company

should consider implementing the ISO

9000 quality standard?


5/35

ISO 9000 Quality Group

Responsibilities of the quality group:

Perform audits of projects, subcontractors

and departments.

Promote awareness and culture of quality.

Communicate quality system to the staff.

Perform customer satisfaction surveys.

Monitor effectiveness of processes.


6/35

ISO 9000 :2000 Version

What is the main objective of this

version?

Places emphasis on processes.

Standards :

1. ISO 9000 : 2000

2. ISO 9001 : 2000

3. ISO 9004 : 2000


7/35

Implementation of ISO 9000: 2000

Awareness

Training

Establish

Team

Establish ISO 9000

Status

Prepare

Action Plan

Track Action

Plan/ Status

Readiness

Assessment

Contact

Registrar

Official

Assessment

Complete any

Actions

ISO 9000

Certificate

Celebrate


8/35

Five Clauses of ISO 9000:2000

Quality management system

Management responsibility

Resource management Product or service realization

Measurement, analysis and improvement


9/35

1. Quality Management System

Requires the production of thedocumented procedures required by the

ISO 9000 standard.

Sub Clauses

Quality Manual

Control of Documents

Control of Records


10/35

QMS Sub Clauses

Quality ManualoProvides:

Details of the quality policy.

Key goals and initiatives to achieve customer

satisfaction.

An organization chart to show where quality

fits into the organization.

o

Considered as a startingoff point.


11/35


12/35

2. Management Responsibility

Sub clauses Management commitment

Customer focus

Quality policy

Planning

Responsibility, authority & communication

Management review


13/35

Management Commitment

Commitment of the management isfundamental.

Need to be committed to: Establishing & communicating the quality policy.

Establishing the quality objectives.

Participating in management reviews etc.


14/35

Customer Focus Concerned with - Right customer requirements

Requirement gathering process

Effective in gathering correct requirements

Software development process

Effective in delivering high quality software

Product should match or exceeds the

customer expectations.


15/35

Quality Policy

Express:

Core values the organization has on

software quality.

Organizations commitment to quality.

Periodically review the quality policy.


16/35

Quality Policy Example

Quality PolicyOur policy is to provide software that matches

or exceed customer satisfactionCustomer satisfaction is a core value of our

company

We are dedicated to continuous improvement

to serve our customers better


17/35

Planning

Identify the quality objectives.

Examples:

3.4 defects per million lines of softwarecode.

100% of critical customer problems

addressed within 24 hours.

100% of all serious customer problems

addressed in 2 days.


18/35

Planning Cont.

Plan for quality.

Planning includes:

Developing state of art software processes.

Developing inspection & review processes.

Implementing an improvement program.

Developing a rigorous test process. Implementing an audit program etc.


19/35

Management Reviews

Purpose

Assess the adequacy of the QMS.

Address any weaknesses in the system.

Input to the review process

Follow-up of action items from last review.

Results of audits and customer feedback. Product and process metrics.


20/35

Management Reviews cont.

Outputs of the review process

Improve QMS efficiency.

Address resource issues.

Assist in meeting customer requirements.


21/35

3. Resource Management

Sub Clauses: Provision of resources

Human resources

Infrastructure

Work environment

Back


22/35

Provision of Resources

Make sure that the organization determines the

resources needed to implement the QMS.

Resources

People, buildings computers etc.

Need a plan

For future resource needs.

To enhance the competence of people. To develop leadership skills for future

managers.

Need to identify resource needs & its provision.

H R


23/35

Human Resources HR management functions play a key role.

Investigate the reasons why people leavethe organization.

Several processes are needed for: Employee appraisal & career planning.

Mentoring. Education and training programs.

Health and safety

Code of ethics etc.

I f t t


24/35

Infrastructure Should have a process for defining the

infrastructure for achieving effective andefficient product realization.

Infrastructure includes:

Buildings Furniture

Office equipments

Technologies Tools etc.

This also requires the organization to have

risk management plans

W k E i t


25/35

Work Environment Develop a work environment that promote:

Employee satisfaction Motivation

Performance

This include:

Flexibility in work practices.

Buildings and locations that satisfyhuman requirements on noise, humidity,air quality and cleanliness.

Sports and social clubs.


26/35

4. Product / Service Realization

Sub clauses : Customer related processes

Design and development process

Purchasing Process Production and service provisions etc..


27/35

Customer Related Processes

Implementation of this clause requiresprocesses

Identifying customer requirements.

Reviewing requirements.

Customer communication.

o Feedback

o Enquiries


28/35

Design & Development

Concerned with implementing a designand development process capable ofdelivering high quality software.

This includes :

Design and development planning.

Design and development input & output.

A review of design and verification.

Verification of design and development.

Validation of design and development etc.


29/35

Purchasing Process

Concerned with having an effectivepurchasing process to acquire highquality products.

The purchasing process need to ensurethat the purchased product confirms to

purchase requirements.

P d ti & S i P i i


30/35

Production & Service Provisions Involves:

Planning and carrying out production and serviceprovision under controlled conditions.

Validating production and service provision

processes.

Establishing a process for identification and

traceability.

Handling customer property correctly.Preservation of product

o Storage

o Packaging

o Delivery


31/35

5. Measuring, Analysis & Improvement

Sub clauses:

Customer satisfaction and audits.

Control of nonconformity.

Analysis of data.

Improvement.

C t S i f i & A di


32/35

Customer Satisfaction & Audits

Customer satisfaction is essential as the

objective is to satisfy the customerrequirements and to achieve a high level ofcustomer satisfaction.

Measure customer satisfaction via acustomer satisfaction survey and monitoringof customer problems, complaints etc.

Objective of an audit is to provide visibility tomanagement on the process being used and

the product being built.

C t l f N f it


33/35

Control of Nonconformity

Concerned with the procedure forreporting defects and the responsibilityfor taking action to eliminate the defect.

Record defects either via a tool or aspreadsheet.


34/35

Analysis of Data

Make sure that the decision making isbased on the objective data obtainedfrom the measurements and the

organization analyze those data whendetermining appropriate actions forimprovement.

I t


35/35

Improvement

Objective is to improve the effectiveness

of the QMS.

Quality policy

Quality objectives

Audit results

Customer satisfaction measurements

Management review Analysis of data

Corrective and preventive actions

International Process Standards to Distribute

Documents

Transcript of International Process Standards to Distribute