Introduction to
ISO 9000 Standards
A few words about ISO
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Refer to “ISO” not I-S-O
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Because “ISO” is not a set of initials but an
international name
Derived from the Greek word “isos”
meaning “equal”
Long name in English
International Organization for Standardization
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A few words about ISO (cont.)
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Whatever the country, whatever the
language the short form is always “ISO”
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Who is ISO?
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ISO is an international agency consisting of 156
member countries including Kenya
ISO was formed in 1947 and is based in
Geneva, Switzerland
It develops international standards to foster
increased trade of products and services
By July 2005, ISO had published over 15,000
standards
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The ISO 9000 Family fame
• Most widely known and successful series of
standards
• Gaining wider interest in new
management of Public administrations
• Represents an international consensus on
good management practices
• Is a tried and tested framework of
managing your business process
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What is ISO 9000?
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A set of standardized requirements for quality
management system
Applicable to any organization regardless of
it’s size or whether public or private sector
As at December 2004 over 670,399 companies
had received certification from 70,364 in
1994.
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The ISO 9000 Family
Four Primary standards
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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)
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Process – set of interrelated or interacting activities
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Product – result of a process
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Top management – a person or group of people who
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Requirement – need or expectation that is stated,
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Customer satisfaction – customer’s perception of the
which transform inputs into outputs
direct and control an organization at the highest level
generally implied or obligatory
degree to which the requirements have been fulfilled
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ISO 9001:2000
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0
1
2
3
4
5
6
7
8
–
–
–
–
–
–
–
–
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Introduction
Scope
Normative reference
Terms and definitions
Quality Management system
Management responsibility
Resource Management
Product realization
Measurement, analysis & improvement
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How to use ISO 9000 family
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ISO 9000 to comprehend the principles of
quality management, function of quality
management and correct use of terms
ISO 9001 to assess a QMS or specify generic
requirements for a QMS
ISO 9004 to improve the QMS
ISO 19011 to manage an internal and external
audit programme
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Features of ISO 9000 standards
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Based on Eight Quality Management principles as the
philosophy
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Consistent in terminology
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Emphasis on processes
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Employs QMS process model
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Embraces the spirit of Continual Improvement
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Allows for permissible Exclusions
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The Process Approach
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The “Plan-Do-Check-Act” cycle, also known
as the “Deming Cycle”
A dynamic cycle that is deployed
to organization’s processes
Associated with the planning, implementation,
control and continual improvement
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Process Approach (P-D-C-A)
Note in Clause 0.2
Plan:
establish the objectives and processes necessary
to deliver results in accordance with customer
requirements and the organization's policies;
Do:
implement the processes;
Check:
monitor and measure processes and product
against 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
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To operate efficiently
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To achieve customer satisfaction
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To improve financial results
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Satisfy all the stakeholders
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To secure sustainability
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Internal benefits include:
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Increased productivity
Less scrap and rework
Increased employee satisfaction
Continual improvement
Increased profits
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EXTERNAL/MARKETING BENEFITS INCLUDE:
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An internationally recognised QMS
Increased opportunities in specific
markets
Increased customer satisfaction
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What do others say?
• Customer satisfaction
• Quality of product/services
• Improved productivity
• Retained customers
• Improved bottom-line (Profit)
• Greater market share
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67%
57%
60%
51%
48%
37%
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Thanks for your
Attention
Questions ?
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