Case Study - Designing a Quality Management System Using ISO 9000 Framwork

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Designing a Quality Management System using ISO 9000 Framework

Obaidullah Hakeem Khan

Pakistan Institute of Quality Control

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TABLE OF CONTENTS

? Introduction to Quality Management System? What is ISO 9000?? Framework & Requirements of ISO 9000? Implementation Steps of ISO 9000? Benefits & Problems

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WHAT IS QMS?

Policy & Objectives

Procedures

Structure & ResponsibilitiesResources

Processes

Measurements

To ensure consistentquality of products

and/or services

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OBJECTIVES OF QMS

Quality Control

Quality Assurance

Quality Management

Product Measures and Control

Process Measures & Control

Company -wide Performance Measures & Control

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8 QMS PRICINIPLES

8 QUALITYMANAGEMENT

PRINCIPLES

Mutually beneficial supplier relationship

Customer-focus

Factual Approach to Management

Leadership

Involvement ofPeople

Process Approach

System approach to management

ContinualImprovement

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WHAT IS ISO 9000?? STANDARD for QUALITY MANAGEMENT SYSTEM

? Specifies the REQUIREMENTS for establishing and maintaining a quality management system in an organization

1987

1994

2000

Originally released as ISO 9000:1987

First revision named as ISO 9000:1994

Second revision named as ISO 9000:2000

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SCOPE OF ISO 9000

SCOPE

Consistentquality ofproducts orservices

Meeting Customer & regulatory requirements

Enhanced Customer

Satisfaction

Continual Improvement

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CUSTOMER-SUPPLIER CHAIN

ProcessSupplier Product Customer

- Stationery- Uniform- Furniture- Transport

- Admission- Course Design- Course Planning- Course Execution- Examinations, etc.

Resources

- Faculty & Staff- Classrooms- Library- Laboratories

- Learning- Education- Degrees- Certificates

- Students- Parents- Employer- Higher

institutions

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ISO 9000 PROCESS MODELTop Management

Responsibility

Resource Management

Customer(students, industry

higher institutions)

Requirements

Education ProvisionProcesses

Customer(students, industry

higher institutions)

Satisfaction

Market research

Regulatory requirements

Degrees

Certificates

Measurement,Analysis and Improvement

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4 QUALITY SYSTEM

Policy & Objectives

Quality Manual

Quality System Procedures(Audit, Corrective/Preventive Action, etc.)

Operational Procedures and Plans(Registration, Course Planning, Course Delivery, etc.)

Records/Reports/Logs(Attendance. Exam, registration records, etc.)

Control of Documents

Control of Records

Summary and structure of system

Procedures required byISO 9000

ProcessProcedures

Proofs/Evidences

Quality Guidelines& Targets

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5 MANAGEMENT RESPONSIBILITYCommitment Customer Focus

Management Reviews

Quality Policy

Responsibility, Authority and Communication

Quality Objectives/Targets

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6 RESOURCE MANAGEMENT

RESOURCEMANAGEMENT(Determination,

Provision, and Maintenanceof resources)

Infrastructure(Classrooms, Labs, Library)

Competence & Training

(Faculty and staff)Wor

k Env

ironm

ent

(Tea

ching

envir

onm

ent)

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7 PRODUCT REALIZATIONCourse Program

Planning

Determination & Evaluation of Course Requirements

Customer Requirements

Regulatory Requirements

Curriculum Design & Development

Purchasing of Material& Services

Delivery of Education Services

Lesson Planning

Control of Course Delivery Processes

Availability of Course Delivery Eqpt.

Evaluations & Examinations

Library & Lab Facilities & Control

Catering & Transportation

Identification & Traceability

Control of Student Property

Control of Monitoring & Measurement Devices

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8 Measurement Analysis & Improvement

ProcessSupplier Product Customer

Monitoring & Measurement

Analysis of Data

Corrective/Preventive

ActionImprovement

Audit

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HOW TO IMPLEMENT ISO 9000 QMS?

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STEP 1

Quality System Requirements

Existing System of the Organization

Gap

GAP ANALYSIS

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STEP 2PROJECT TEAM

Senior-level Project Coordinator or Management Representative

Representative(s) from Faculty/Teachers

Representative(s) from Administration Section

Representative(s) from Examination Section

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STEP 3ORIENTATION/AWARENESS SESSIONS

Basic Quality ConceptsQuality Management

Principles

ISO 9000 Framework Interpretation of ISO 9000 Requirements

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STEP 4QUALITY POLICY & PERFORMANCE INDICATORS

Organization’s Quality Policy

Department-wise Quality Objectives

KPI

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KPI

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KPI

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KPI

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KPI

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KPI

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Action Plan for each KPI

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STEP 5DOCUMENTATION OF QUALITY SYSTEM

Process Procedures/Standards? Admission ? Course designing ? Lesson Planning? Purchasing ? Internal Evaluations ? Examination

? Feedback ? Personnel TrainingQuality System Procedures? Auditing ? Document Control? Corrective/Preventive Action? Control of Nonconformity

Quality SystemManual

Supporting documents? Organization Structure ? Job Descriptions ? Formats

Documentation

Issuance to personnel Review

& Approv

al

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STEP 6IMPLEMENTATION OF QUALITY SYSTEM

Implementation

Analysis of students, teachers, & examination related data

Measurement & Reporting of KPIs

Feedback from students and other parties

Need assessment, planning & evaluation of training of faculty/staff

Determination of Customer/ Legal requirements

Planning, verification, & validation of designing of course

Selection and evaluationof suppliers

Compliance with lesson plan and documented procedures

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STEP 7AUDITING OF QUALITY SYSTEM

AuditExecution

AuditPlanning

CorrectiveAction &

Follow Up

AuditReporting

Training ofAuditors

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STEP 8CERTIFICATION

Selection of Auditing Agency

Application & Contract

Certification Audit

Yearly Surveillance Audits

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BENEFITSConsistent quality of products/services

Focus on Customer

Enhanced ImageRegular Monitoring& Assessments

Defined Procedures,Roles, & Standards

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PROBLEMS/PITFALLS

PITFALLS

Cost of Certification

Generic Requirements

Too muchPaperwork

Emphasis on Certification only

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