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Introduction to
ISO 9000 Standards
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A few words about ISO Refer to ISO not I-S-O
Because ISO is not a set of initials but an
international name
Derived from the Greek word isosmeaning equal
Long name in English
International Organization for Standardization
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A few words about ISO (cont.) Whatever the country, whatever the
language the short form is always ISO
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Who is ISO? ISO is an international agency consisting of 156
member countries including Kenya
ISO was formed in 1947 and is based inGeneva, Switzerland
It develops international standards to foster
increased trade of products and services
By July 2005, ISO had published over 15,000standards
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The ISO 9000 Family fame Most widely known and successful series of
standards
Gaining wider interest in newmanagement of Public administrations
Represents an international consensus on
good management practices
Is a tried and tested framework ofmanaging your business process
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What is ISO 9000? A set of standardized requirements for quality
management system
Applicable to any organization regardless ofits size or whether public or private sector
As at December 2004 over 670,399companies had received certification from70,364 in 1994.
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The ISO 9000 FamilyFour Primary standards
ISO 9000:2005, QMS Fundamentals and
Vocabulary ISO 9001:2000, QMS Requirements
ISO 9004:2000, QMS Guidelines for
performance improvements ISO 19011:2002, Guidelines on quality
and/or environmental systems auditing
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ISO 9000:2005 Vocabulary (examples) Process set of interrelated or interacting activities
which transform inputs into outputs
Product result of a process
Top management a person or group of people whodirect and control an organization at the highest level
Requirement need or expectation that is stated,generally implied or obligatory
Customer satisfactioncustomers perception of thedegree to which the requirements have been fulfilled
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ISO 9001:2000 0 Introduction
1 Scope
2 Normative reference 3 Terms and definitions
4 Quality Management system
5 Management responsibility
6 Resource Management
7 Product realization
8 Measurement, analysis & improvement
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How to use ISO 9000 family ISO 9000 to comprehend the principles of
quality management, function of qualitymanagement and correct use of terms
ISO 9001 to assess a QMS or specify genericrequirements for a QMS
ISO 9004 to improve the QMS
ISO 19011 to manage an internal and externalaudit programme
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Features of ISO 9000 standards Based on Eight Quality Management principles as the
philosophy
Consistent in terminology
Emphasis on processes
Employs QMS process model Embraces the spirit of Continual Improvement
Allows for permissible Exclusions
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The Process Approach The Plan-Do-Check-Act cycle, also known
as the Deming Cycle
A dynamic cycle that is deployed
to organizations processes
Associated with the planning, implementation,control and continual improvement
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Process Approach (P-D-C-A)Note in Clause 0.2Plan: establish the objectives and processes necessary
to deliver results in accordance with customerrequirements and the organization's policies;
Do: implement the processes;
Check: monitor and measure processes and productagainst policies, objectives and requirements for
the product and report the results; Act: take actions to continually improve process
performance;
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BENEFITS OF IMPLEMENTATION OF ISO 9000 QMS
To operate efficiently
To achieve customer satisfaction
To improve financial results
Satisfy all the stakeholders
To secure sustainability
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Internal benefits include:-
Increased productivity
Less scrap and rework
Increased employee satisfaction
Continual improvement Increased profits
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EXTERNAL/MARKETING BENEFITS INCLUDE:-
An internationally recognised QMS
Increased opportunities in specificmarkets
Increased customer satisfaction
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What do others say?Customer satisfaction 67%
Quality of product/services 57%
Improved productivity 60%
Retained customers 51%
Improved bottom-line (Profit) 48%Greater market share 37%
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