Module 1=

Quality Management Systems -

An lntroduction
 Module 1: Quality
Management Systems -
An lntroduction
An ISO 9001:20'15 Based
Quality Management System

N orr,native Refe-ren6s and

ConteX of the Organisation

DuratiOn: 60 minutes including Activities 1, 2 & 3

Objectives:
. Understand the purpose and benefits of a Quality Management System

Slides:16-2b

Activities:
Activity 1 - Benefits of lmproving Quality Performance, page 5

Activity 2 - Quality Management Principles, page 11

Activity 3 - ldentlfying lnterested Parties, page 14

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A well-designed and effectively implemented management system will not add
to the bureaucracy of an organisation. What it will do is ensure that the
organisation identifies the requirements of its customers; defines the
processes it
uses inproviding goods and services to meet those
requirements; identifies the most appropriate way io control each process; and
ensure that these controls are effectively implemented. An effective
management system will also ensure that an organisation monitors and
measures its performance and identifies where improvements can be made.

The ISO 9000 series of quality management system standards provide a

model that allows an organisation to identify customer requirements, identify
and control its processes for providing customer satisfaction and to continually
improve their products, services and processes.

The ISO 9000 standard defines:

"Quality management: Coordinated activities to direct
and control an organisation with regard to quality."
Ref: ISO 9000

There is no one best way to proceed with the implementation of a

management system and there is no one system that is applicable to every
organisaiion.

The way an organisation goes about developing and implementing a

management system will depend on a number of factors such as: culture,
market environment, customer base and political circumstances.

The implementation of a management system is a strategic decision that will

have a significant impact on how the organisation operates.

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 BENEFITS OF A QUALITY MANAGEMENT SYSTEM
A quality management system brings benefits to the organisation and its
employees, and to its customers and interested parties.

The organisation benefits because:

. lt makes it easier to satisfy customers' needs
. There ls better management control and reporting
. lt is encouraged to continually improve
. Problems with in service failures or product quality are reduced
. There is greater employee awareness about quality
. lt is a marketing tool for sales promotion
. lts reputation is enhanced
. Helps them to stand out from their competitors
. Consistency of operations
. Discipline and stability of approach

Employees benefit because.

. They know what to do and how to do it
. There is enhanced communication with them
. There is more clarity in job specificaiion

Customers beneflt because:

. They are assured the organisation provides quality products and services
. They have assurance that the organisation understands their needs and
expectations

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 Objective:

The long term goal for an organisation is to use their Quality Management
System to identify and implement changes that will, in some capacity, improve
their processes or the organisations overall quality performance.

Task:

ln your teams, identify the benefits of improving quality performance and list
these on your designated flipchaft.

Be prepared to share your team's answers wlth the other groups.

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 NOTES

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ISO 9OOO SERIES OF STANDARDS
ISO has been developing voluntary technical standards over almost all sectors
of business, industry and technology since 1947. ln 1987 the ISO 9000 family
of standards was published globally.

The vast majority of ISO standards are specific to a particular product,

material or process. However the ISO 9000 series of standards is known as
the generic management system standards. This means that the same
standards can be applied to any organisation, large or small, whatever its
product (or service), in any sector of activity, and whether it is a business
enterprise, a public administration or a government department.

There are three (3) standards that make up the family of standards relating to
Quality Management, and these standards are reviewed and updated every
seven (7) years.

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 - QUALITY MANAGEMENT SYSTEMS
ISO 9000:2015 -
FUNDAMENTALS AN D VOCABULARY

This provides an introduction to Quality Management Systems and the

vocabulary of quality management term inology.

ISO 9001:2015 - QUALITY MANAGEMENT SYSTEMS -

REQUIREMENTS

Specifies requirements for a quality management system where an

organisation:
. needs to demonstrate its ability to consistently provide product or service
that meets customer and applicable statutory and regulatory requirements
. aims to enhance customer satisfaction through the effective application of
the system, including processes for continual improvement of the system
and the assurance of conformity to customer and applicable statutory and
regulatory requirements

All stated requirements are generic and are intended to be applicable to all
organisations, regardless of type, size and product provided.

There is no one best way to proceed with the implementation of a management

system and there is no one system that is applicable to every organisation.

The requirements of the ISO 9001 standard is generic and the way in which
they are applied can differ from one organisation to another.

It is not the intent of the standard to imply the need for uniformity in the structure
of different quality management systems.

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lSO 9004:2009 -
MANAGING FOR THE SUSTAINED SUCCESS OF
AN ORGANISATION - A QUALITY MANAGEMENT APPROACH

Provides guidance to organisations to support the achievement of sustained

success by a quality management approach. lt is applicable to any
organisation, regardless of size, type and activity.

It is not intended for certification, regulatory or contractual use.

ISO 9004 provides guidelines beyond the requirements given in ISO 9001 in
order to support organisations in their achievement of sustainability using a
quality management approach. lt is applicable to any organisation, regardless
of size, type or activity.

ISO 9004:2009 is not intended for certification, regulatory or contractual

use-

ISO 9004:2009 is:

. Aimed at achieving benefits for all interested parties through sustained
customer satisfaction
. A tool to enable organisations to achieve "sustainability"
. Not intended as a guide to the implementation of ISO 900'1

The focus of ISO 9004 is directed towards improving the processes of an

organisation to enhance performance and achieve and maintain its long term
objectives.

The standard promotes self-assessment as an important tool for the review of

the maturity of the organisation, covering its leadership, strategy,
management system, resources and processes, to identify areas of strength
and weakness and opportunities for either improvements or innovations, or
both".

Organisations who are not and do not need to be certified to ISO 9001 can
consider using ISO 9004 as a comprehensive QMS model.
 QUALITY MANAGEMENT PRINCIPLES
The Quality Management standards are based on seven quality management
principles. These describe the way we work and are embedded in what we do
to achieve the organisation's goals and objectives.
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"A quality management principte is a comprehensive and i

fundamental rule/belief, for leading and operating an

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customers while address the needs of all other
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stakeholders."
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The lnternational Standards Organisation

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The application of the quality principles is intended to provide direct benefits to

an organisation and make an important coniribution to cost and risk
management. Benefit, cost and risk considerations are impoftant for the
organisation, its customers and other interested parties.

Seven (7) quality management principles have been identified to facilitate the
achievement of quality objectives:
1. Customer Focus
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2 LeadershiP ,., ,-t r\@.
3 Engagement of People L .^,-' "*",-1 )
4. Process Approach
5. Evidence based Decision Making
6. lmprovement
7. Relationship Management

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