Chapter 1 Introduction

BBA III

BBA IIISHIVAJIUNIVERCITY,KOLHAPUR

1. INTRODUCTION OF STUDY1.1 Introduction-ISO standards became very popular and they are universally acceptable standards .All most all countries have adopted ISOstandards and organizations all over the world have obtained registration of ISO standerds.ISO9000 is applicable to all types of organizations including manufacturers of different types of products ,software developers ,service providers like banks ,insurance ,transport services, hospital ,hostels etc. In 2000, the ISO 9000 standards were revised with significant in order to enhance their effectiveness. As quality become a major focus & business throughout the world ,various organization developstandard& guidelines in crop to standardizes quality requirement a specialized enemy for standardization was from by the name of international organization for standardization. It adopted a series of written quality standards. In 1987 these are called, ISO 9000 standards .they were revised in 1994.the standards are now recognize by over 100 countries including India&Japan the purpose of establishing such standards is to improve international trade all over the world meeting ISO 9000 standards is becoming a necessity for international competitiveness the standards are applicable to all type of manufacturing & service industries. This is study of the project include two companies i.e. one is service industry & second is manufacturing industry .the excel InfoTech company is a service industry & the pranav agro industriesltd. company is manufacturing industry. The excel InfoTech is computer educational services provide&pranav agro industries manufacture of production in oil & agricultural products. These two companies are having ISOcertification i.e. ISO 9001:2008 & 9001:2008 respectively. The ISO 9000 certificate assures that quality products are manufacturing or quality services are provided. Thus, ISO 9000 is a segment of international standards of quality management &quality assurance important to international business. TheISO 9000 standards requires third party audits to be performed for getting the certificates.ISO9000 standards basically to declare what they are doing to ensure quality, follow strictly what exactly they have declare and document & prove what have declared to do.

1.2 Purpose of the study:-1. To create awareness of ISO certification among the business firms.2. To improve quality of products in the market.3. To reduces the wastages in the organization4. To improve higher employee morale in the organization5. To reduce customer complaints.

1.3 Objectives of the study:-1. To study the needs & importance of ISO certification.2. To study the advantages of ISO certification.3. To study the process of acquiring ISO certification in both service & manufacturing industry .4. To study documents needed for acquiring ISO certification.5. To study how to maintain quality of business using ISO certification.6. To study types of ISO certification.

1.4 Research methodology:-A. Primary method

It is first time information collected by the researcher for the study. There are several methods used for collection of data.1. Interview- The based on the discussion in service & manufacturing companys owners & managers respectively2. Questionnaire- In this Questionnaire were prepared andquestions are set designed from for the analyze the data.

B. Secondary dataThese data are those which have been passed through statically process .this data for this study already available in firms internal recorded, company official websites.1. TOTAL QUALITY management book 2. Internet &companysofficialswebsite1.5 Scope of the study :-1. The study of the project of ISO standard is limited to the Excel InfoTech &Pranav agro industries ltd. This two companies only.2. It is limited only ISO 2001:2008&9001:2008 only.

1.6 Significance of the study:-1. This is study of ISO standards controls quality of products or improves quality of services.2. Due to this study the customer prefers ISO certified company.3. This study helps to use ISO standards to competitors use ISO standard to prove their superiority.4. This study helps to control documents & data for ISO certification.5. This study helps organization to control the process of the organization.6. This study of ISO standard the companies can improve their internal quality audit.7. This study is to understand the ISO benefits to different organization for their development.

1.7 Limitations:-1. Study is limited to two companies in sangli city only 2. The data which is confidential, limits the scope of the study.3. It is limit only ISO certification of two companies4. The time period is limited to 60 days only.

2. INTRODUCTION OF ORGANIZATION

2.1Company profile

2.1.1 Manufacturing Company

Company Name- Pranav Agro Industries ltd.

Address- Kupwad M.I.D.C.,Sangli

Owner name-shri.SurajmanjiLunkad

Website- pranavagroindustries.com

Phone no.-02332644523

HR Manager- Mr.Ashok mane

2.1.2 Service Industry-

Company Name-Excel Infotech

Address-Ram Mandir, sangli

Owner Name-Mr.HirenShaha

Website-excelinfotech.com

Phone number-9763711344

A. MANUFACTUING INDUSTRY-1.1 Introduction to the company PRANAV AGRO INDUSTRIES LTD. Is an ISO 9001:2008 certified company. KRISHNA VALLEY AGRO [I] LTD.is one of the activities of multifaceted PRANAV GROUP offering agricultural clear solution incorporating innovative ideas backed by its state of the art research & developments activities in sangli, this research& development venture is recognized as in house R& D center by department of science & industrial research [DSIR] of government of India .the company having its own agricultural research form for conducting field research trials. The company is producing & provides wide range of products viz, organic fertilizer, bio-stimulant, natural plant enhancer, bio-pesticides, spraying pumps etc.all the organic products are approved by natural organic certification association [NDCA]

1.2 Brief HistroyOf This CompanyPRANAV AGRO INDUSTIES LTD is started off with a solitary oil mil at CHAKAN; a small town near Pune in 1995.The Company has now diversified into a multi location, multi product enterprise with significant interest in agro processing business. The companies interest spans areas in edible oils like solvent extraction refineries ,expellers ,consumer oil products ,cocoa butter equivalents as well as health foods ,poultry & cattle feed, animal health care products ,feed & food machinery ,biotechnology, agri inputs etc. The company is also an active corporate citizen through its social contribution like schools, sports academy, hostel, Fine Arts College & other activities. Since beginning we have always believed in translating technology into value for our discerning customers .This philosophy, conceived by our founder laleShriSurejmanjiLunkad is imbedded into every employees midset.pranav group a leading agro processing company of India in the field of animal feeds, edible oils, specialty facts, feed supplements, animal health care &agri inputs.

1.3 Awards & recognition-In recognition of the consistent performance PAIL has been receiving accolades from various quarters. The company that had a humble beginning has now grown to become one of the leading players in the industry.In todays changing corporate & competitive environment we must look forward to new steps ahead to surface once again as the leading agro group in the industry.Training policy-PRANAV AGRO INDUSTRIES LTD.identifies personnel training needs, provides required training & evaluates the effectiveness of the training provided

1.4 DEPARTMENTS- 11 TO 12 departments of PRANAV AGRO INDUSTRIES LTD. Companies .they are-

1. Animal feed manufacturing unit2. Solvent extraction plant.3. Packing section4. Research & development department5. Quality control department6. Refinery production unit7. Agri input production unit 8. Vermin compost production unit9. Cement manufacturing unit10. Accounts departments11. Stores departments12. HR departments

1.4 Organization structure

B. SERVICE INDUSTRY-

EXCEL ENFOTECH COMPANY is an ISO 2001:2008 certified company. This company provided many computer educational curses, like CCC [Course on computer concept, tally, typing & other courses of computer &agrichitechure designing training also provided in this company

1.4 BRIEF HISTORY OF THIS COMPANY-

THE EXCEL ENFOTECH was started in2007 .this company many educational &taxation training services also provided. This company was newly started in 8 years only .so history of this companies not more.

3. Theoretical Background 3.1 Introduction-The international organization for standardization (ISO) was founded in 1946 in Geneva, Switzerland. The objective of this origination is to promote the development of international standards to facilitate free exchange of goods & services across the globe.Organisations competing in international business, which would like to expand their business to all parts of world, are finding that it is necessary to adopt and adhere to these standards. which were published in 1987.These standards consisting of ISO 9000, 9001,9004 were intended to provide guidelines and were developed for use in two party contractual situations and internal auditing .However , with adoption by the European community and other communities and many countries insisting ISO as the basic requirement for import of goods and services ISO standards became very popular and they are universally acceptable standards .All most all countries have adopted ISO standers and organizations all over the world have obtained registration of ISO standards.ISO 9000 is applicable to all types of organizations ,including manufacturers of different types of products , software developers, service providers like banks, insurance , transport services, hospital , hotels etc .Thus , it is generic quality management system which can be adopted by any organization in any part of the world , which can be into any of business . It is an internationally accepted standard of quality for all business to dealings.In 2000, the ISO 9000 standards were revised with significant changes from the earlier standards (standards of 1994) in order to enhance their effectiveness. ISO 9000 defines quality system standards, based on the premise that certain generic characteristics of management practices can be standardized , and that a well designed, well implemented, and carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements. The ISO 9000 standards are created to meet the following objectives.

1. Achieve, maintain, and seek to continuously improve product quality and after sales services in relationship to requirements. 2. Improve the quality of operations to continuously meet customers stakeholders stated and implied needs3. Provide confidence to internal management &other employees that quality requirements are being fulfilled and that improvement is taking place.4. Provide confidence to customers &other stakeholders that quality requirements are being achieved in the delivered products.5. Provide confidence that quality system requirements are fulfilled.The standards prescribe documentation for all processes affecting quality &ensure compliance through auditing, which will also lead to continuous improvement.3.2 BENEFITS OF ISO 9000 CERTIFICATION- Organizations derive several benefits by implementing ISO 9000 standards. Significant improvements have bbeen reported by several organizations from ISO 9000& these results include higher customer satisfaction,incerased customer retention , better quality of products &services & increased productivity. Some of the benefits of ISO 9000 are listed below-1. Achievement of international standard quality.2. Higher productivity.3. Increased customer satisfaction.4. Higher profitability 5. Higher employee morale6. Reduction in customer complaints 7. Increased market share8. Acceptability of the product in other countries ,leading to increased export sales 9. Improved corporate image of the organization10. Reduced need for inspection11. Reduced rejection12. Reduced wastages.A part from the above benefits, ISO 9000 has resulted in increased use of data as a business management tool, increased management commitment, more efficient management reviews, & improved customer communication.3.3 WHAT IS ISO 9001 CERTIFITCAION?ISO 9001 certification is also known as ISO 9001 registration, ISO 9000 registration ,ISO 9001:2008 certification or ISO 9001:2008registration .all of these refer to an independent certification body attesting that a company s ISO 9001 quality management system meets all requirements of the ISO 9001:2008standard.typically ,the certification company sends one or more auditors to perform an initial audit of the quality management system .if no significant gaps to the ISO 9000 requirements are discovered ,a certificate is issued . The certificate is typically valid for three years provided that period audits continue to show compliance.3.4 NEED FOR ITS REVIEW According to the rules of the international organization for standardization, the ISO 9000 standard undergoes `review &revision every 6-8 years .in the past ISO 9000 was revised in 1994 &then underwent a major revision in 2000. In November 2008, ISO published the current revision, which is called ISO 9000:2008.3.5 WHAT ARE THE CHANGES IN ISO 9000:2008?The changes in ISO 9000:2008 are relatively minor.iso 9000:2008 does not contain any new requirements nor does it contain changes to any of the existing requirements in ISO 9000:2000 also, it does not change the intent of ISO 9000:2000.further,thestructure & outline of ISO 9000:2008 is identical to that ISO 9ooo:2ooo.ISO 9000:2008 only introduces clarifications to the existing requirements of ISO 9000:2000 based on eight on years of experience of implementing the standard worldwide with about one million certificates issued in 170 countries to date .it also introduces some changes to the wording intended to improve consistency with ISO 14001:2004.The ISO explains one of the reasons for the limited changes in the 2008 version as follows:a key factor in the development of ISO 9001:2008 was to limit impact of changes on users.According to ISO, the benefits if changes to the wording in ISO 9000:2008 are as follows:1. Easier to use2. Clearer language3. Easier to translate into other languages4. Better compatibility with the environmental management standard ISO 14001:2004.3.6 ISO 9001:2008 STANDERD The ISO 9000 standard contains requirements affecting virtually all aspects of any company. Because ISO 9000 is designed for any company of any size & in any industry, the requirements are rather board &hard to read. The ISO 9001:2008 requirements fall into the following sections 1. Quality management system

This section of the ISO 9001:2008 standard outlines the necessary steps to implement the ISO 9001quality management system:a. Identify the process (or activities needed for the quality management system , b. Determine the sequence and interaction of the these process,c. Determine how these process are effectively operated and controlled ,d. Ensures that all information is available to support the operation monitoring of these process ,e. Measure, monitor &analyses this process , and implement these action necessary to correct the process and achieve continual improvement

2 Management responsibility ISO 9001:2008 places great emphasis on top managements commitment to quality this section requires a quality policy &quality objectives, & it reinforces the involvement of top management with customer requirements This ISO 9001 section also requires top management establish responsibilities & authorities within the company, including the establishment of an ISO 9000 management representative3 Resources managementThis section of ISO 9001:2008 the requirement for a company to determine &provide, in a timely manner, resources (for e.g. equipment, facilities, etc.)Needed to implement &improve the process of the ISO 9001 quality management system to address customer satisfaction. This section also includes requirements for a employee training, as well as for the physical facilities &the work environment 4 Product realization The ISO 9001:2008 standard defines product realization as that sequence of process &sub process required to achieve the product. This is how your product is designed, product, tested, handled, shipped, etc.this selection also applies to service providers. Emphasis is placed on how the company understands, communicates and actually meets customer requirement. This section also contents various requirements for the designer of product & for the planning of process, projects &service.5 Measurement, analysis & improvement The last section of the ISO 9001:2008 standard close the loop by providing requirements for measurement and monitoring activities ,so that the company can immediately identify when not on trak.mesurement and monitoring activities also includes internal audits and the monitoring of customer preparation as to whether the company has fulfilled customer requirements .all of this activities must be defined ,planned and implemented .measuring &monitoring allows the company to manage by fact ,not by guess.3.7 ISO 9000:2000 SERIES OF STANDARDS ISO 9000:2000 standards focus on developing ,documenting & implementing procedures to ensure consistency of operations and performance in production and service delivery process ,with aim of continuous improvement, &supported by fundamental principles of a total quality . These standards are generic in nature & can be tailored to fit any organizations needs ISO 9000 standards basically direct organizations to declare what they are doing to insure quality, follow strictly what exactly they have declared and document and prove what they have declared to do.3.8 ISO 9000:2000 CONSISTS OF THREE SERIES OF STANDARDS EXPLAINED BELOW:1. ISO 9000:2 000 quality management system (QMS)-fundamentals and vocabulary discuss the fundamentals concept related to the QMS & provides terminology used in the other two standards it provides background & establishes definitions of key terms used in the standards.2. ISO 9001:2000 QMS requirements are the standard used for registrations by documenting conformity of the QMS to customers regulatory and organizations own requirements. This document provides the specific requirements for a quality management system, to which users must confirm in order to obtain in third party certification. Requirements state precisely what organization needs to do .the requirements are organized into four major sections, namely, management responsibility, resource management, product realization, and measurement, analysis, and improvement.ISO 9004 2000 quality management system guidelines for performance improvements provide guidelines that on organizations can use to establish a QMS focused on improving performance. These documents provide guidelines to assist organization in improving their quality management system beyond the minimum requirements in ISO 9000, but do not prescribe any requirements that must be followed. 3.9 ISO 9001 requirements ISO 9001 has eight clauses. The first three clauses scope, normative reference, and terms and definitions are for information. The next five clauses, quality management systems, management responsibility resource management, product/servicerealisation and measurement, analysis and improvement are requirements that an organization must meet. These are explained below:1. Scope-the purpose of the standard is for the organization to demonstrate its ability to provide a product that meets customer and regulatory requirements achieve customer satisfaction .this is achieved by continuous improvement of the system, rather than the product.2. Normative reference- ISO 9000:2000 quality management systems fundamentals and vocabulary are normative reference that provide applicable concepts and definitions 3. Terms and definitions for the purpose of this standard ,the terms and definitions given in 9000:2000 apply. in addition the supply chain is defined as:Supplier ----------- organization-------------customer.4. Quality management systems-I. General requirements- the organization shall establish, document, implement, and maintain a QMS and continually improve its effectiveness.II. Documentation-general documentation includes a quality policy, a quality manual; require documented procedures, documents needed to ensure effective planning, operation and control of processes and various records required.5 Management responsibilities-I. Management commitment- the top management should be committed for continuous improvement and it shall demonstrate throes the evidence by communicating the need to meet customer legal and regulatory expectations, establishing a quality policy, ensuring that quality objectives are achieved, conducting managemet reviews, and ensuring that the recourses needed are available.II. Customer focus- top management shall also ensure that customer requirements are determined and met with the aim of enhancing customer satisfaction.III. Quality policy- management must ensure that quality policy of the organizations appropriate to its mission.IV. Planning- top management shall also ensure that the planning of the QMS is accomplished in order to meet the requirements of QMS.V. Responsibility, authority and communication- top management must ensure that responsibilities and authorities are defined and communicated within the organization.VI. Management review- top management shall review the QMS at planned intervals to ensure its continuing suitability, adequacy and effectiveness.6 Resource management-I. Provisions of recourses- this includes all resources like people, infrastructure, work environment, information, suppliers, natural resources and financial resources.II. Human resources- all the employees involved in any task which affects product quality shall be competent and the organization shall determine competence necessary for performing work.III. Infrastructure: the organization shall determine, provide and maintain the infrastructure needed to achieve conformity to product requirements.IV. Work environment-the organization shall determine and manage the work environment needed to achieve conformity to product requirements.7. Product realization-I. Planning of product realization- the organization shall plan and develop processes needed for product realization.II. Customer related process the organization shall also determine requirements specified by customers, related delivery and post delivery services.III. Designed and development the organization shall plan and control the design and development activities of the product.IV. Purchasing-the organization shall ensure that the purchased product has conformed to specifies purchase requirementV. Production and service provision the organization shall plan and carry out production and service provision under controlled conditionVI. Control of monitoring and measuring devices all measuring instruments shall be calibrated at specified intervals.8. measurement, analysis and improvement 3.10 Implementation:The process of implementing ISO 9000 depends on:The 14 essential steps,Step 1: top management commitment The top management should demonstrate a commitment and determination to implement an ISO quality management systems in the organization without top management commitement, no quality initiative can be successes. Top management must be convinced that registration &certification will enable the organization to demonstrate to its customers a visible commitment to quality .it should realize that a quality management system would improve overall business efficiency by elimination of wasteful duplication in management system.

Step 2:establish implementation team ISO 9000 is implemented by people .the first phase of implementation calls for the commitment of top management ---the CEO &perhaps a handful of other key people .the next step is to establish an implementation team & appoint a management representative (MR) as its coordinator to plan & oversee implementation .its members should include representatives of all functions of the organizations --- marketing ,design &development ,planning ,production ,quality control, etc.

Step 3start ISO 9000 awareness programmedISO 9000 awareness programmers should be conducted to communicate to the employees the aim of the ISO 9000 quality management system; the advantage it offers to employees customers & the organization; how it will work; & their roles &responsibilities within the system .suppliers of materials &componants should also participate in these programmers

The programs could be run either by the implementation team or by experts hired to talk to different levels of employees.Step 4: provide trainingSince the ISO 9000 quality management system affects all the areas and all personnel in the organization , training programs should be structured for different categories of employees ---senior managers ,middle level managers ,supervisors & workers .the ISO 9000 implementation plan should make provision for this training the training should cover the basic concepts of quality management systems & standard & their overall impact on the strategic goals of the organization., the changed processes ,and likely work culture IMPLICATIONS OF THE SYSTEM .in addition, initial training may also be necessary on writing quality manuals ,procedures & work instructions ;auditing principals ;techniques of laboratory management ;calibration; testing procedures etc.Step 5: conduct initial status surveyThe goal of ISO 9000 is to crate a quality management system that conforms to the standard .this does not prevent incorporating, adapting, & adding on to quality programmers already in place .so the next step in the implementation process is a compare the organizations existing quality management system ,if there is one with the requirements of the standard (ISO 9000:2000). In introducing a quality management system, the emphasis is one on the improvement of the existing process or the re-organization of processes. In general the steps to follow are the following:Ascertain and establish the following:a. What are the present operation /process? What already exists?b. Analyze the relevant sections of the quality standardISO 9001:2000:c. What is actually required?d. What is the desired operation or process?

Step 6: create a document implementation plan Usually, the plan calls for identifying &describing process to make the organizations quality management system fully in compliance in the standard.The implementing plan should be thorough & specific, detailing:a) Quality documentation to be developedb) Objective of the system.c) Pertinent ISO 9001:2000 sectiond) Person or team responsiblee) Approval requiredf) Training requiredg) Recourses requiredh) Estimated completion dateStep 7: develop quality management system documentationThe documentation of the quality management system should include:a) Documented statements of quality policy & quality objectives.b) A quality manualc) Documented procedures &records required by the standard ISO 9001:2000d) Documents needed by the organization to ensure the effective planning ,operation & control of its processesStep 8: document controlDocument control should include:a) Approval for adequacy by authorized person before issueb) Review, updating & re-approval of documents by authorized personc) Identification of changes & of the revision status of documentsd) Availability of relevant versions of documents at points of usee) Identification & control of documents external originf) Assurance of legibility &identifability of documents and prevention of unintended use of obsolete documentsStep 9-: implementationIt is good practice to implement the quality management system being documented as the documentation is developed ,although this may be more effective in larger firms .in smaller companies the quality management system is often implemented all at once throughout the organization . Where phased implementation is takes place, the effectiveness of the system in selected areas can be evaluated.Step 10: internal quality audit Internal quality audit-are- conducted- t-o- verifies that the installed quality management system:i. Conforms to the planned arrengements, to the requirements of the requirements of the standard (ISO 9001; 2000) & to the quality managements system requirements established by the organization.ii. Is effectively implemented & maintainedStep 11: managements reviewsThe input to managements review should include information on:a. Results of auditsb. Customer feedbackc. Process performance and product conformityd. Status of preventive and corrective actionse. Follows up actions from previous management reviewsf. Changes that could affect the quality management system andg. Recommendations for improvementsStep 12 pre-assessment auditThe pre-assessment audit would provide a degree of confidence for formally going ached with an application for certification.

Step 13: certification & registrationStep 14 continual improvementCertification of ISO 9000 not be and end. Organization should continually seek to improve the effectiveness &suitability of the quality management system through the use of:a. Quality policy b. Quality objectivesc. Audit resultsd. Analysis of datae. Corrective & preventive actionsf. Management reviewISO 9004:2000 provides a methodology for continual improvement

4.DATA ANALYSIS & INTERPRETATION

4.1 COMPARISON OF MANUFACTURING AND SERVICE COMPANYSr no.Service industryManufacturing industry

1. EstablishmentIn 2007In 1985

1. ProductComputer courses& taxation education1. Edible oils1. Animal feed1. Agri inputs

1. AwarenessYesYes

1. Present ISO series2001:20089001:2008

1. Past ISO seriesNoNo

1. Documents1. All reports 1. System process of the report is appropriate

Hr-A. Organization chartB. Training schedulesC. Training recordsB. Effectiveness studyE. Supplier rating F. Supplier assessmentStore-1. Inward ,outward registered1. Customer satisfaction feedback1. Product development monitor

1. SkillsProcess follow by ISO certificationAll documents & records should be in place or properly maintained.

1. ProcessA. System follow by ISO certificationB.internal audit C. ISO auditGetting certificationBefore 6 month-1. ISO maintain1. ISO body approach1. Per audit certification1. Final audit certification

1. Product improvementYesYes

1. Registered placeIn mumbaiISO certification body ,kolhapur

1. Advantages for organisation1. Maintain the service quality 1. Minimum errors in workA. More customer requirementsB.clints mustC.work in proper channel for maintain documentD.minimum errors in work

1. Benefits of customerBest quality training providedA. Proper quality productsB.guarrentyC.good manufacturing conditionsD.proper conditions of production

1. Advantage of supplyer_Yes

1. Benefit for supplyer_1. Company dont poor purchase from supplier1. Proper quality supplier provide Because of ISO company approach of supplier it is beneficial to him for product sale at other place

1. Beneficial to societyBest quality service provided1. Proper quality product provided proper 1. All safety & requirement fulfillment

1. Facing problemsNoNo

1. Main focus areaQuality trainingCustomer satisfaction & along with the company growth

1. Supervision come for inspection YesYes

1. Renovate certification yearAfter 3 years1stserviewlence2ndseviewlence3rd recertification

1. Expiry date of certification9-7-20151. Actual 3 years but valid 1 year1. If green logo is not show the certification is invalid

1. Activities for advanced certificationNoNo

4.2 INTERPRETATIONBoth companies are aware about the ISO CERTIFICATION. Service industrys &Manufacturing industrys present ISO series is 9001:2008 .They have no past ISO series. These two companies require different documents .The skills required for ISO Certification is generally same. The process for getting ISO CERTIFICATION IS generally same in both the companies. The companies achieved product improvement. The registered office of these companies is at different places. The service & manufacturing industries provides the qualitative product/services to the society. These companies are not facing any problems while acquiring ISO CERTIFICATION. The main focus area of both the companies is different. In manufacturing industry focus on customer satisfaction &along with company growth & service industry focus on quality training. The expiry date of certificate is after three year in both the cases. These companies are not taking any activities for advanced certification.

5. Findings & observation-5.1 Findings-1) Service company & manufacturing company both are aware about the ISO certification2) Service company requires different ISO certification than the manufacturing company 3) In both companies present ISO certification is from establishment of company4) The document required by both companies is different for the ISO certification5) In manufacturing company & service industry the requirement & process of ISO certification is generally same6) Due to the ISO Certification both the companies have achieved the improvement in product/service quality7) Due to the ISO certification the customer gets quality services /products from both the companies8) Because of ISO the suppliers sours interest in serving manufacturing industry9) In acquiring the ISO certification these companies do not face any problem10) The main focus area of ISO certification in both the companies are different11) The supervisory team comes for inspection in both the companies12) Renovation period of these companies is after 3 years

5.2 Observation-1) The treatment of customer / clients in both the companies are very good2) The working conditions is fulfilled in terms of all facilities3) Reception hall in the manufacturing company is very nice4) The very good management in both the companies5) Water supply is pure & good6) Employees & managers communication is good

6.Suggestion& conclusion-6.1 Suggestion-1) The companies should undertake the activities for advanced certification in their own areas.2) The companies should update their knowledge about the advanced changes in certification rules/procedures, requirements.3) The company should take employees aware about the ISO Certification & its importance.So that they will work effectively to maintain the particular standard of product/service.4) Companies can use ISO CERTIFICATION purpose AS A PROMOTIONAL TOOL to attract the more customer base.

6.2 Conclusion- The research concludes that the service & manufacturing companies generally have the same requirement of ISO Certification .The ISO certification is very important for both the companies .Todays competitive world the ISO certification is key factor in promotion of the company. From this project the researcher gained the detailed information regarding the ISO certification is service& manufacturing industry. In spite of having different ISO certification service & manufacturing industry have little change in skills & document required for gaining ISO certification. But the process for it is somewhat different

7. BIBLIOGRAPHY- 1 BOOKS TOTAL QUALITY MANAGEMENT BOOK-MANJUNATH V.S.

2-WEBSITE- EXCEL INFOTECH.COM PRANAVAGROINDUSTIRES.COM ISOSTANDERDS.COM SEARCH ENGINEGOOGLE.COM

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