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9001-2015 Awareness

This document provides an overview of a quality management system that can be adopted by any organization to meet customer requirements and enhance customer satisfaction. It discusses key aspects of a quality management system including policies, objectives, processes, customer focus, leadership and involvement of people, continual improvement, and using evidence-based decision making. It also outlines employee responsibilities for understanding and applying the quality policy, reporting nonconformities, and providing feedback. Metrics for measuring customer satisfaction, process conformance, and performance are reviewed, as well as the importance of analyzing data and taking corrective and preventive actions to continually improve the system.

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MUHAMMED KHAN
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136 views10 pages

9001-2015 Awareness

This document provides an overview of a quality management system that can be adopted by any organization to meet customer requirements and enhance customer satisfaction. It discusses key aspects of a quality management system including policies, objectives, processes, customer focus, leadership and involvement of people, continual improvement, and using evidence-based decision making. It also outlines employee responsibilities for understanding and applying the quality policy, reporting nonconformities, and providing feedback. Metrics for measuring customer satisfaction, process conformance, and performance are reviewed, as well as the importance of analyzing data and taking corrective and preventive actions to continually improve the system.

Uploaded by

MUHAMMED KHAN
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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QMS Awareness Training

An overview of the Quality


Management System

Prepared by Shahid Jamal


ISO 9001-2015 Lead Auditor
• It’s a quality management
system that can be
adopted by any kind of
organization

• The system is focused


towards the meeting of Keywords:
customer requirements 1. Quality
2. Management system
and enhancing of 3. Customer requirements
customer satisfaction 4. Customer satisfaction
Satisfied? Not satisfied?
3
How was it?

provides 4
1
requirements

2
Products / services
Customers Organization
supplies
improve 5
Characteristics

“Degree to which a set of inherent characteristics


fulfils requirements”
(source – ISO 9001:2015)
Proprietary and confidential. All rights reserved
Policies
Objectives

Processes

Quality Management System

“a system to direct and control an organization with respect


to quality!!!”
QMS expressed as the organizational goal and aspirations
(source – ISO 9001:2015)
Quality Management System (4)

Support and
Organization Operation
(7,8)
and its context
(4)
Customer
PLAN DO satisfaction
Results
Customer Leadership Performance
Planning (6)
(5) Evaluation (9) of the
requirements
QMS
Product and
ACT CHECK
services

Needs and
Improvement
expectations of (10)
relevant
interested
parties (4)
Part of Quality Manual

Published on Intranet

Expresses Top Management’s


commitment towards quality

All employees MUST understand and


apply the quality policy
8 Quality Management Principles….
1. Customer focus The ISO 9001
2. Leadership Standard is based
on these principles
3. Involvement of people
4. Process approach
5. System approach to
management
6. Continual improvement
7. Evidence-based decision making
8. Relationship management
Employee responsibility….
• Know the Quality Policy
• Aware of the relevance and
importance of your activities and how
you contribute to the achievement of
the quality objectives
• Compliant with the requirements of
the QMS, as stated in the Quality
Manual, procedures, Quality Plan,
etc.
• Provide feedback or ideas about the
QMS
• Report any nonconformities
What do you measure….

1. Customer satisfaction (Survey, returns rate,


complaints, lost business, etc)
2. Process conformance and effectiveness (internal
audit)
3. Process performance (Key Performance Indicators
and quality objectives)
……….…Analyze what you measure………….
What to improve….

• The organization shall continually improve the


effectiveness of the quality management system
through the use of the quality policy, quality
objectives, audit results, analysis of data, corrective
and preventive actions and management review.
• All nonconformities require corrective actions
• All potential nonconformities require preventive
actions.

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