Introduction

to
Quality Management System

By:
Directorate of Quality Management
(DQM)

Directorate of Quality Management

 Objective

 To understand terms and concepts of Quality Management

System (QMS) for Standardizing Systems and Processes

within the Organization

Directorate of Quality Management

 Contents
1. Evolution of Quality Concepts, What is Quality, Dimensions &
Attributes of Quality, Quality Control, Quality Assurance and
Quality Management System

2. Quality Management Principles

3. PDCA cycle

4. Total Quality Management (TQM)

5. Integrated Management System (IMS)

Directorate of Quality Management
 DQM Introduction

i. Established in 2001 with mandate to monitor QA activities of PAEC Establishments.

ii. Providing Consultancy Support to more than 60 PAEC Establishments in term of ISO
Management Systems.
iii. So far 20 PAEC Establishments have been ISO 9001:2015 certified and number is increasing.
iv. Provide QA support to different PAEC projects.
v. Conducting QA & Performance Audits of PAEC projects.
vi. Highly trained manpower (SS Black Belts & Lead Auditors)
vii. Arranged more than 300 different Training programs.

Directorate of Quality Management

 1. What is Quality?

Evolution of Quality Concepts

History of Quality is as old as Civilization

High precision of measurements of Length,

Mass and Time by Harappans (3000BC)

Dimensions of Pyramids (2500BC)

Directorate of Quality Management 5/ 35

 1. What is Quality? Cont…

Pioneers and their Definitions Of Quality:

CUSTOMER’S - DEMING
REQUIREMENTS
PRESENT AND FUTURE”

“FITNESS FOR USE” - JURAN

CONFORMANCE TO THE
REQUIREMENTS” - CROSBY

Directorate of Quality Management

1. What is Quality? Cont…

Degree to which a set of inherent characteristics

fulfills a set of requirements.

(ISO 9000:2015)

Directorate of Quality Management 7/ 35

 2. Dimensions of Quality

Quality is classified into following categories:

i. Item / Product Quality

ii. Service Quality

iii. Combination of Product and Service

Directorate of Quality Management 8/ 35

 3. Attributes of Quality

1. Performance:

Will the product/service do the intended job?

2. Reliability:
How often does the product/ service fail?

Directorate of Quality Management 9/ 35

 3. Attributes of Quality Cont…

3. Durability:

How long does the product/service last?

4. Serviceability:
How easy to repair the product / to solve
the problems in service?

Directorate of Quality Management 10/ 35

 3. Attributes of Quality Cont…

5. Aesthetics:
What does the product/service
look/smell/sound/feel like?

6. Features:
The extras that are included beyond the
basic characteristics

Directorate of Quality Management 11/ 35

 3. Attributes of Quality Cont…

7. Perceived Quality:
What is the reputation of the company or its
products/services?

8. Conformance to Standards:
Is the product/service made exactly as the
designer/ standard intended?

Directorate of Quality Management 12/ 35

 3. Attributes of Quality Cont…

9. Consistency :
The degree to which service is the same each time. E.g.
Same taste in restaurant

10. Timeliness:
The amount of time a customer has to wait for service.

Directorate of Quality Management 13/ 35

 4. Quality in different areas of society

Airline • On-time, comfortable, low-cost service

• Correct diagnosis, minimum wait time, lower

Health Care cost

Food Services • Good product, fast delivery, good environment

Postal Services • Fast delivery, correct delivery, cost containment

• Proper preparation for future, on time

Academia knowledge delivery

Directorate of Quality Management 14/ 35

5. Quality Evolution

Integrated
Management
System

Total Quality
Performance

Management

Quality
Assurance Quality
Management
Quality System
Control
Mass
Inspection

~1920 1920~1950 1950~1980 1980~

Directorate of Quality Management Time

 6. What is Quality Control?

i. Part of quality management intended to verify that

structures, systems and components correspond to
predetermined requirements. IAEA Safety Glossary (2018)
ii. Part of quality management focused on fulfilling quality
requirements. ISO 9000:2015

Directorate of Quality Management

 7. What is Quality Assurance?

i. The function of a management system that provides

confidence that specified requirements will be fulfilled.
IAEA Safety Glossary (2018)

ii. Part of quality management focused on providing

confidence that quality requirements will be fulfilled.
ISO 9000:2015

Directorate of Quality Management

8. Comparison of QC & QA

Quality Control Quality Assurance

Product Process

Reactive Proactive

Find Defects Prevent

Defects

Directorate of Quality Management

 9. What is Quality Management?

The application of a QMS in managing a process

to achieve maximum customer satisfaction at the
lowest overall cost to the organization while
continuing to improve the process.
(American Society for Quality, ASQ)

Directorate of Quality Management

 9. What is Quality Management? Cont...

• Quality management includes all the activities that

organizations use to direct, control, and coordinate quality.
These activities include formulating a quality policy and
setting quality objectives. They also include Quality
Planning, QC, QA and Quality improvement.
(American Society for Quality, ASQ)

Directorate of Quality Management

10. Quality Management Principles

• Customer-focus
• Leadership
7 QUALIY • Engagement ofPeople
MANAGEMENT • Process Approach
PRINCIPLES • Improvement
• Evidence-based decisi
on making
• Relationship manage
ment

Directorate of Quality Management

11. PDCA Cycle

Act Plan

Check DO

Directorate of Quality Management

 12. Quality is not like this ( x)
Quality Manuals & Procedures
sit on shelves

Procedures Vol 1

QualityVol 1
QualityVol Rev b
Procedures Vol 2

QualityVol 1 Rev a
Procedures Vol 3
The actual production of documents
is seen as the primary objective

QA Engineer

Directorate of Quality Management 23/ 35

 12. Quality is not like this ( x)
QUAL IT Y
Qu a lit y
is MY
Bu sin e ss

QUALITY QUALITY QUALITY

RECORDS RECORDS RECORDS

Quality is the role of QA Department

only
1069_28.pre

Quality has been considered to be all about obtaining

signatures

Directorate of Quality Management 24/ 35

 13. Total Quality Management
 Total

Participation of all people and all

departments.

 Quality

Fulfill customer needs and expectations.

 Management

Facilitating conditions for total quality .

Directorate of Quality Management
 13. Total Quality Management

A comprehensive and structured

approach to organizational
management that seeks to
improve the quality of products
and services through continuous
improvements in response to
continuous feedback.

Directorate of Quality Management

13. Total Quality Management
TQM & Organizational Cultural Change
Traditional Approach TQM Approach

Lack of communication Open communications

Inspection & fire fighting Prevention

Internal focus on rule External focus on customer

Adversarial relations Co-operative relations

Solving problems at their
Allocating blame
roots
Empowerment
Continuous improvement

Directorate of Quality Management

13. Benefits of Quality Management
• More efficient processes
• Higher productivity
• Increase innovation and creativity
• Improved quality of products and services
• Lower cost
• Increased customer satisfaction
• Higher profits
• Higher employee morale.
• Increased market share
Directorate of Quality Management 28/ 35
 14. Timeline of ISO 9001:2015 QMS Standard
Fifth Revision
ORIGIN OF ISO 9001 Forth Revision
Third Revision • ISO 9001:2015

Based Second Revision

STAGES OF DEVELOPMENT

on Mil Std 9858 • ISO 9001:2008

& BS : 5750
First Version • ISO 9001:2000
OF ISO 9000 QMS

• ISO 9001
Initial Draft • ISO 9002
of ISO 9000 • ISO 9003
ISO 9000

Prepared by
26 Countries

1985 1987 1994 2000 2008 2015

Directorate of Quality Management 29/ 35
 15. Integrated Management System

What is Integrated Management System (IMS)?

Single framework for arrangements and processes necessary to
address organizational goals and requirements
• Safety
• Health
• Environment
• Security
• Quality
• Economic etc….
Directorate of Quality Management 30/ 35
 15. Integrated Management System (ISO) Cont…

Focused on Focused on
Focused on consistent Better Environment Safer Work Conditions
Quality of Products

ISO ISO ISO

9001 14001 45001

Common Structure

Between Between Between

Organization Organization Organization
& Customer & community & employees
Directorate of Quality Management 31/ 35
15. Integrated Management System (IAEA) Cont….

Safety & Performance

Evolution of QMS in IAEA Leadership &
Management

Integrated
GS-R part 2
Management Systems
2016
Quality
Management GS-R-3
2006
Quality
Quality Assurance 50-C-Q
Control 1996
50-C-QA
1985-88

Time
Directorate of Quality Management 32/ 35
 Suggested Standards/ Books
1. ISO 9001:2015 Quality Management System-Requirements
2. ISO 9000:2015 QMS Fundamentals & Vocabulary
3. Certified Quality Engineer Handbook, ASQ
4. The Quality Audit Handbook by J.P. Russels
5. General Safety Requirements (GSR) Part 2 “Leadership and
Management for Safety by IAEA

Directorate of Quality Management

Summary
1. Introduction to basic concepts of Quality

2. Dimensions & Attributes of Quality

3. Quality Management Principles

4. PDCA Cycle

5. Total Quality Management Systems (TQMS)

6. Integrated Management System (IMS)

Directorate of Quality Management

 Contact Details of DQM

Directorate of Quality Management (DQM)

P.O. Box 2137, Islamabad
Phone: 051-2612041
Fax: 051-2612109
Email: [email protected], [email protected]

Directorate of Quality Management

Thank you for your attention

…Questions and Suggestion?

Directorate of Quality Management