ISO 9001 2008 implement to Boost Quality- Tean-C.ppt

Implementation of ISO 9001 - 2008 to boost quality to differentiate yourself from the competition.

1. ISO 9001: 2008
Boosting quality to differentiateyourself from the
competition
We know ISO Standards now;
so lets play a game to Implement it

2. EXPECTED
QUALITY
by the
Customer
PLANNED
QUALITY
by the
Company
PRODUCED
QUALITY
by the
Company
PERCEIVED
QUALITY
by the
Customer
Measurement of the
Performance of the Company
Measurement of the
Client’s satisfaction
Team A: Explain 2 Mins

3. •Customer focus
•Leadership
•Empowerment
•Process approach
•Systemic approach
•Continuous improvement
•Decisions based on facts
•Relationship with suppliers mutually beneficiary
The 8 principles of QMS
Team B: Explain 2 Mins

4. Deming’s
wheel
(P.D.C.A.)
ISO
9000
PLAN DO
ACT CHECK
Continuous
Improvement
Continuous improvement ?
Team C: Explain 2 Mins

5. Continuous improvement of the
Quality Management System
CLIENT
Product /
Service
Realization
Management
Responsibility
Measurement,
Analysis and
Improvement
Resource
Management
Input
Data
Product
Service
Output
Data
Requirements
Satisfaction
CLIENT
Team C: Explain 2 Mins

6. 6
Lets divide ourselves in 4 teams of
4 members each.
Activity 1

7. 7
Architecture firm
Business Hotel
Contract Manufacturer of Pen
MBA College
Passport Office
Multi specialty Hospital
A/c Installation and Maintenance Franchisee
Placement Agency
Activity 2Lets try our luck and see what is in our fate

8. 8
Scope ; Sales & services for all types of Ac
Exclusion : We are not dealing with,
warehouses, greenhouses cooling
Name your company:-Voltas
•We are in business of AC installation and Maintenance Service.
•AMC services for commercial and residential AC
Tooltech, Tech Mahindra, Sparsh,

9. 9
MR
DELIVERY
QC
HR/ADMIN
Activity 3 : 5 m
Manoj
Sachin. a
Manoj
Sachin. p
Nominate Your Team

10. MANAGEMENT
RESPONSIBILITY
1. 3000 Sqft. Office Area with furnishings
2. Computers & Software peripherals
3. Hardware Tools for AC Services & Installation.
4.Human resource skill & unskilled
5.Supporting services ,transport, Admin, Marketing
10

11. MANAGEMENT
RESPONSIBILITY
11
Declare ISO implementation in the organization
Define quality policy
Define quality objective
Management review period
Confirmation of all Resources available
Ensure customer requirements & steps to follow to met them

12. MRM Agenda
12
Audits report
Customer Feedbacks
Performance of execution process used .
No. of complaints received & action time ,
Objective achieved
Pervious MRM reviews implementation
Changes required for continual improvement

13. 13
Objective
Productivity:-80%
No of AMC clients added % of sale :-50 %
customer satisfaction:-85%
Response time :-within 24 hours Excluding Weekend

14. RESOURCE MANAGEMENT
6.1 PROVISION OF RESOURCES:-
 3000 Sqft. Office Area with furnishings
 Computers & Software peripherals
 Hardware Tools for AC Services & Installation
 Hardware Tools for AC Services & Installation.
 Human resource skill & unskilled
 All the resources are documented as per QMS
6.2 HUMAN RESOURCES:-
Ac Technician graduate 2 year Exp
,Helper, 10
th
pass
Managers graduate 10 year Exp
Accountant Bcom2 years Exp
Admin graduate
6.2 HUMAN RESOURCES
 Ac new technologies training as & when required
 New joining training for communication & Technical skills
 All training conducted .documented by training feedback form 14

15. RESOURCE MANAGEMENT
6.3 INFRASTRUCTURE
Inventory of tools & spare parts
Helps desk for receiving the inquiry & maintained the record
Telephone lines ,and IVR service to log the complaints
Mobile & vehicles for the onsite travel & communication

6.4 WORK ENVIRONMENT
Facilities provided by company for onsite & in office employee like lunch travel etc
Communication between the departments
Family get together
15

16. PRODUCT REALIZATION
7.1 PLANNING OF PRODUCT REALIZATION
--PROCESS FLOW
--QUALITY PLAN
7.2 CUSTOMER RELATED PROCESSES
7.2.1 DETERMINATION OF REQUIREMENTS RELATED TO THE PRODUCT
7.2.2 REVIEW OF REQUIREMENTS RELATED TO THE PRODUCT
7.2.3 CUSTOMER COMMUNICATION
7.3 DESIGN AND DEVELOPMENT
7.4 PURCHASING
7.4.1 PURCHASING PROCESS
7.4.2 PURCHASING INFORMATION
7.4.3 VERIFICATION OF PURCHASED PRODUCT
16

17. PRODUCT REALIZATION
7.5 PRODUCTION AND SERVICE PROVISION
7.5.1 CONTROL OF PRODUCTION AND SERVICE PROVISION
7.5.2 VALIDATION OF PROCESSES FOR PRODUCTION AND SERVICES
PROVISION ( APPLICABLE FOR SPECIAL PROCESSES )
7.5.3 IDENTIFICATION & TRACEABILITY
7.5.4 CUSTOMER PROPERTY
7.5.5 PRESERVATION OF PRODUCT
7.6 CONTROL OF MONITORING AND MEASURING EQUIPMENTS
17

18. PRODUCT REALIZATION
18
Identify processes of your product realization
1.Got a inquiry
2.We check it is for installation or maintenances.
3.Check it is from Voltas or AMC
4.Check the add.
5.Visit on site and check the problem.
6.Create a estimation
7.Make list of persons.
8.Make a list for required instruments and spar parts.
9.Then go to the site with the all resources.
10.Complete e the work.
11.Check the work by check list.
12.gat the costumer satisfaction form, filled by the costumer.
13.If the inquiry is regarding then we check how to get the AMC for this.
Activity 6 , 45 Mins

19. MEASUREMENT, ANALYSIS AND
IMPROVEMENT
MONITOR AND MEASUREMENT CUSTOMER SATISFACTION ?
CONDUCT INTERNAL AUDIT ?
--DOCUMENTED PROCEDURE
19
How will you ?
Activity 7 , 15 Mins

20. MEASUREMENT, ANALYSIS AND
IMPROVEMENT
PROCESSES
20
Activity 8 , 15 Mins
Differentiate Monitoring measurement of :
PRODUCT

21. ANALYSIS OF DATA
What data you will analyze?
Who will collect it?
Why?
How??
21
Activity 8 , 15 Mins

22. IMPROVEMENT
What do you mean by Improvement?
What you will do to comply with ISO
standards??
How it will help your goal?
22
Activity 8 , 15 Mins

23. HOW WELL you’ve PLANNED
your QUALITY MANAGEMENT
SYSTEM ??
4.1 GENERAL REQUIREMENTS
--IDENTIFICATION OF PROCESSES FOR QMS
--DETERMINE SEQUENCE AND INTERACTION OF THESE PROCESSES
--CRITERIA AND METHODS FOR EFFECTIVE CONTROL OF PROCESSES
--ENSURE AVAILABILITY OF RESOURCES
--MONITOR, MEASURE AND ANALYZE THESE PROCESSES
--ACTIONS FOR CONTINUAL IMPROVEMENTS
23
Activity 9
Use this list as Check list

24. QUALITY MANAGEMENT
SYSTEM
4.2 DOCUMENTATION REQUIREMENTS
--DOCUMENTED QUALITY POLICY & OBJECTIVES
--QUALITY MANUAL
--DOCUMENTED PROCEDURES
--DOCUMENTS NEEDED TO ENSURE EFFECTIVE PLANNING,
OPERATION & CONTROL OF PROCESS
--QUALITY RECORDS
24

25. QUALITY MANAGEMENT
SYSTEM
4.2.2 QUALITY MANUAL SHALL INCLUDE
--SCOPE OF QMS AND DETAILS OF JUSTIFICATION FOR ANY EXCLUSIONS
--DOCUMENTED PROCEDURES FOR QMS OR REFERENCE TO THEM
--DESCRIPTION OF INTERACTION BETWEEN THE PROCESSES OF QMS
4.2.3 CONTROL OF DOCUMENTS
--DOCUMENTED PROCEDURES
4.2.4 CONTROL OF QUALITY RECORDS
--DOCUMENTED PROCEDURES
25

26. MANDATORY DOCUMENTED
PROCEDURES
CONTROL OF DOCUMENTS
CONTROL OF RECORDS
CONTROL OF NONCONFORMITY
INTERNAL AUDIT
CORRECTIVE ACTIONS
PREVENTIVE ACTIONS
26

27. Who wins?
Have you mapped mandatory procedures?
Is your QMS generating adequate records to verify,
Compliance to your processes
Compliance to the requirements of QMS
Enable collection and analysis
Realization of corporate Goals
27

28. REQUIRED QUALITY RECORDS
MANAGEMENT REVIEW RECORDS
RECORDS OF EDUCATION, TRAINING, SKILLS AND EXPERIENCE
RECORDS FOR EVIDENCES THAT PROCESSES AND RESULTING PRODUCTS FULFILL
REQUIREMENT
CONTRACT REVIEW RECORDS ALONG WITH ACTIONS REQUIRED FROM THE
REVIEWS
DESIGN AND DEVELOPMENT RECORDS
--PRODUCT REQUIREMENTS AND INPUTS
--REVIEW RECORDS ALONG WITH ( ACTION NECESSARY )
--VERIFICATION RECORDS AND NECESSARY ACTIONS
--VALIDATION RECORDS AND NECESSARY ACTIONS
--RECORDS OF CHANGES TO DESIGN AND DEVELOPMENT AND
NECESSARY ACTIONS
28

29. REQUIRED QUALITY RECORDS
RECORDS OF EVALUATION OF SUPPLIERS
RECORDS OF VALIDATION OF PROCESSES
TRACEABILITY ( WHEREVER IT IS REQUIREMENT )
RECORDS OF CUSTOMER PROPERTY LOSS/ DAMAGE/ OTHERWISE FOUND UNSUITABLE
RESULTS OF CALIBRATION AND VERIFICATION
INTERNAL AUDIT RECORDS
RECORDS OF RELEASE OF PRODUCT AND AUTHORITY RESPONSIBLE
NATURE OF NON-CONFORMITIES AND ACTIONS TAKEN INCLUDING CONCESSIONS OBTAINED
RESULTS OF CORRECTIVE ACTION
RESULT OF PREVENTIVE ACTION
29

30. ISO Clause
Number ISO Clause Name
0 INTRODUCTION
0.1General
0.2Process Approach
0.3Relationship with ISO 9004
0.4Compatibility with Other Management Systems
1 SCOPE
1.1General
1.2Application
2 NORMATIVE REFERENCES
3 TERMS AND DEFINITIONS
4 QUALITY MANAGEMENT SYSTEM
4.1General Requirements
4.2Documentation Requirements
4.2.1General
4.2.2Quality Manual
4.2.3Control of Documents
4.2.4Control of Records
5 MANAGEMENT RESPONSIBILITY
5.1Management Commitment
5.2Customer Focus
5.3Quality Policy
5.4Planning
5.4.1Quality Objectives
5.4.2Quality Management System Planning
5.5Responsibility, Authority, and Communication
5.5.1Responsibility and Authority
5.5.2Management Representative
5.5.3Internal Communications
5.6Management Review
5.6.1General
5.6.2Review Input
5.6.3Review Output
6 RESOURCE MANAGEMENT
6.1Provision of Resources
6.2Human Resources
6.2.1General
6.2.2Competence, Training, and Awareness
6.3Infrastructure
6.4Work Environment
ISO Clause
Number ISO Clause Name
7 PRODUCT REALIZATION
7.1Planning of Product Realization
7.2Customer-related Processes
7.2.1Determination of Requirements Related to the Product
7.2.2Review of Requirements Related to the Product
7.2.3Customer Communication
7.3Design and Development
7.3.1Design and Development Planning
7.3.2Design and Development Inputs
7.3.3Design and Development Outputs
7.3.4Design and Development Review
7.3.5Design and Development Verification
7.3.6Design and Development Validation
7.3.7Design and Development Changes
7.4Purchasing
7.4.1Purchasing Process
7.4.2Purchasing Information
7.4.3Verification of Purchased Product
7.5Production and Service Provision
7.5.1Control of Production and Service Provision
7.5.2
Validation of Processes for Production and Service
Provision
7.5.3Product Identification and Traceability
7.5.4Customer Property
7.5.5Preservation of Product
7.6Control of Monitoring and Measuring Equipment
8 MEASUREMENT, ANALYSIS AND IMPROVEMENT
8.1General
8.2Monitoring and Measurement
8.2.1Customer Satisfaction
8.2.2Internal Audits
8.2.3Monitor and Measurement of Processes
8.2.4Monitoring and Measurement of Product
8.3Control of Nonconforming Product
8.4Analysis of Data
8.5Improvement
8.5.1Continual Improvement
8.5.2Corrective Actions
8.5.3Preventive Actions