MANAGEMENT

PRODUCTION AND OPERATIONS

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6.8.1 Benefitsof TQM

following two categories:
The benefits of TQM can be classified into the
benefits.
1. Customer satisfaction oriented
benefits.
2. Economic improvements oriented
benefits under this category are listed below:
1. Customer satisfaction oriented benefits: The
(a) Improvement in product quality.
(b) Improvement in product design.
(c) Improvement in production flow.
consciousness.
(d) Improvement in employee morale and quality
(e) Improvement of product service.
) Improvement in market place acceptance.
benefits under this category are as
2. Economic improvements oriented benefits: The
follows:
(a) Reductions in operating costs.
(b) Reductions in operating losses.
(c) Reductions in field service costs.
(d) Reductions in liability exposure.

6.9 ISO 9000 SERIES

international body, which
ISO stands for International Organization for Standardization. It is an
90 countries. The national standard bodies of these
consists of representatives from more than
(BIS) are the Indian
countries are the members of this organization. Bureau of Indian Standards
representative to ISO, ISO and International Electro Technical Commission (EC)) operate jointly
provide common
as a single system. These are non-governmental organizations, which exist to
standards on international trade of goods and services.
ISO 9000 standards expect firms to have a quality manual that meets ISO guidelines,
documents, quality procedures and job instructions, and verification of compliance by third-party
auditors. ISO 9000 series has five international standards on quality managements. They are:
1. ISO 9000 Quality management and Quality assurance standards
2. ISO 9001 Quality systems: Quality in design
3. ISO 9002 Quality systems: Production and Installation
4. ISO 9003 Quality systems: Final inspection and test
5. ISO 9004 Quality management and systems
6.9.1 Objectives of ISO 9000 Series
The objectives of ISO 9000 series is listed in Table 6.1.
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TABLE 6.1: IS0 9000 series

Standard Objectives/Tasks
ISO 0 0
This provides guidelines on selection and use of quality management and quality assurance
standards.
ISO 9001
ISO 9002
It has 20 clements covering design, development, production, installation and servicing.
has 18 elements covering production and installation. It is same as ISO 9001 without the
fist two lasks, viz., design and development. This is applicable for the units excluding R
&D functions.
ISO 9003 It has 12 elements covering final inspection and testing for laboratories and warehouses etc.
ISO 9004 This provides guidelines to interpret the quality management and quality assurance. This
also has suggestions which are not mandatory.

6.9.2 Benefits of ISO 9000 Series

1SO 9000 series provides several tangible and intangible benefits which are
listed below:
1. This gives competitive advantage in the global market.
2. Consistency in quality, since ISO helps in detecting
it possible to take corrective action. non-conformity early which makes
3. Documentation of quality
procedures adds clarity to quality system.
4. ISO 9000 ensures adequate and regular quality
training for all members of the organization.
5. ISO helps the customers to have cost
effective purchase procedure.
6. The customers while making
purchases from companies with ISO certificate need not
spend much on inspection and testing. This will reduce the quality cost and lead-time.
7. This will help in increasing
productivity.
8. This will aid to improved morale and
9. The level of job
involvement of workers.
satisfaction would be more.
6.9.3 Steps in ISO 9000 Registration
1. Selection of appropriate standard from ISO 9001, ISO
guidelines given in ISO 9000. 9002 and ISO 9003 using the
2. Preparation of quality manual to cover all the elements in the
3. Preparation of procedures and selected model.
shop floor instructions which are used at
implementing the system. Also document these items. the time of
4. Self-auditing to check
compliance of the selected model.
5. Selection of a registrar and
Aregistrar is an making application to obtain certificate for the
independent body with knowledge and experience to selected model.
the three models of the evaluate
certified by acridities. company's quality system (1SO 9002). Registrars are any one of
approved and