Iso 9001

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Montreal 21, 22 November 2002

[email protected]@tsr.ch

[email protected]

Montreal 21, 22 November 2002

[email protected]@tsr.ch

[email protected]

WRTVC INTERNATIONAL GUIDELINESINTEGRATED QUALITY MANAGEMENT SYSTEM

Requirements for Radio, TV and Internet Broadcasters

WRTVC INTERNATIONAL GUIDELINESINTEGRATED QUALITY MANAGEMENT SYSTEM

Requirements for Radio, TV and Internet Broadcasters

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EXPECTED QUALITY

by the Customer

PLANNED QUALITY

by the Company

PRODUCED QUALITY

by the Company

PERCEIVEDQUALITY

by the Customer

Measurement of the Performance of the Company

Measurement of theClient’s satisfaction

The ISO 9000:2000 requirements

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• Customer focus• Leadership• Empowerment• Process approach• Systemic approach• Continuous improvement• Decisions based on facts• Relationship with suppliers mutually

beneficiary

• Customer focus• Leadership• Empowerment• Process approach• Systemic approach• Continuous improvement• Decisions based on facts• Relationship with suppliers mutually

beneficiary

The 8 principles of TQM …

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Quality Control Quality Management

Past FutureDetect faults Prevent errorsLook for guilty persons Look for defaults in the processesAccuse Help, Moderate, FacilitatePunish MotivateMicro-management Systematic and systemic management

Quality Control Quality Management

Past FutureDetect faults Prevent errorsLook for guilty persons Look for defaults in the processesAccuse Help, Moderate, FacilitatePunish MotivateMicro-management Systematic and systemic management

Transition towards TQM


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VOICE OF THE CUSTOMER

VOICE OF THEMANAGEMENT

VOICE OF THE PERSONNEL

VOICE OF THE SOCIETY

Empowerment?


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Deming’s wheel

(P.D.C.A.)

Deming’s wheel

(P.D.C.A.)

ISO9000

PLAN DO

ACT CHECK ContinuousImprovement

Continuous improvement ?


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5 sections of requirements to translate in practiceThe 8 principles of TQM

4- QUALITY MANAGEMENT SYSTEMS(QMS, documentation requirements)5- MANAGEMENT RESPONSIBILITY(Management commitment, Customer focus, Quality Policy, Planning, Responsibility, Authority and Communication, Management Review)6- RESOURCE MANAGEMENT(Provision of Resources, Human Resources, Infrastructure, Work Environment)7- PRODUCT REALIZATION(Planning, Customer Related Processes, Design and Development), Purchasing, Service Provision, Control of Measuring Devices)8- MEASUREMENT, ANALYSIS AND IMPROVEMENT(Monitoring and Measurement, Control of Non-conforming Product, Analysis of Data, Improvement)

The ISO 9000:2000 requirements

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Continuous improvement of theQuality Management System

CLIE

NT

Product /Service

Realization

ManagementResponsibility

Measurement,Analysis andImprovement

ResourceManagement

InputData

ProductService

OutputData

Req

uire

men

ts

Satis

factio

n

CLIE

NT

Systemic approach ? The 8 principles of TQM …

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“A COHERENT PAIR”:

•ISO 9001:2000 – Quality Management Systems: REQUIREMENTS (WHAT ?)ISO 9001 oriented effectiveness and certification,

•ISO 9004:2000 - Quality Management Systems: GUIDELINES FOR PERFORMANCE IMPROVEMENTS(HOW ...?)

ISO 9004 oriented effectiveness and efficiency

Presentation of ISO 9000:2000

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TWO OTHER PRIMARY NORMS:

•ISO 9000:2000 – Quality Management Systems: Fundamentals and vocabulary

•ISO 19011:200X – Guidelines for quality and/or environmental management systems auditing. This standard is at the draft stage (issuance expected Q3 2002) and will replace:

• ISO 10011-1:1990• ISO 10011-2:1991• ISO 10011-3:1991• ISO 14010:1996• ISO 14011:1996• ISO 14012:1996


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And two technical support documents:

•ISO 1000x – Technical brochure - Selection & Use•ISO 1000y - Principles and application of quality management


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The 9 criteria of the EFQM Model

The percentages were established following a wide ranging survey to collect views

We acknowledge here the key role of leadership, policy and strategy, the management of people and the management of partnerships and ressources.

The percentages were established following a wide ranging survey to collect views

We acknowledge here the key role of leadership, policy and strategy, the management of people and the management of partnerships and ressources.

Leadership100 points

(10%)

Leadership100 points

(10%)

Processes140 points

(14%)

Processes140 points

(14%)

Key Performance

Results150 points

(15%)

Key Performance

Results150 points

(15%)

People90 points (9%)

People90 points (9%)

Policy and Strategy

80 points (8%)

Partnerships &Resources

90 points (9%)

Partnerships &Resources

90 points (9%)

People Results90 points (9%)

People Results90 points (9%)

CustomerResults

200 points (20%)

CustomerResults

200 points (20%)

Society Results60 points (6%)

Society Results60 points (6%)

Capacity 500 points (50%) Results 500 points (50%)

ResultsEnablers

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1- Have you defined in writing the Mission of your company?

2- Is it appropriately deployed in operational objectives and action plans?

3- Is there meetings between the personnel and the management on a regular basis?

No

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Self- Assessment ToolManagement system (sample)

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1- Are written procedures available?

2- Is there an internal quality audit system in place?

3- Are non-conformities formally recorded and corrected?

Self- Assessment ToolQuality system (sample)

No

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1- Is there job descriptions in place for all the personnel?

2- Is there a formal system in place for the yearly evaluation of performance?

3- Is the training of the personnel well adapted to the needs?

Self- Assessment ToolHuman Resources (sample)

No

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1- Are you formally “listening”the voice of your customers on a regular basis?

2- Is there a system in place for the treatment of the complaints of your customers?

3- Do you measure the level of satisfaction of your customers?

Self- Assessment ToolCustomer focus (sample)

No

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4- INTEGRATED QUALITY MANAGEMENT SYSTEM

4-1- General requirements4-2- Documentation requirements

4-2-1- General4-2-2- Integrated Quality

Management Manual4-2-3- Control of documents4-2-4- Control of Records

4- INTEGRATED QUALITY MANAGEMENT SYSTEM

4-1- General requirements4-2- Documentation requirements

4-2-1- General4-2-2- Integrated Quality

Management Manual4-2-3- Control of documents4-2-4- Control of Records

Headlines of the future WRTVC Standard compatible with ISO 9001:2000 ...

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5- MANAGEMENT RESPONSIBILITY5-1- Management commitment

5-2- Stakeholder focus5-3- Ethics & Policies5-4- Planning5-5- Responsibility, Authority and Communication5-6- Management review5-7- Vision, Values and Mission 5-8- Independence, Transparency & Pluralism5-9- Corporate social investment

5- MANAGEMENT RESPONSIBILITY5-1- Management commitment

5-2- Stakeholder focus5-3- Ethics & Policies5-4- Planning5-5- Responsibility, Authority and Communication5-6- Management review5-7- Vision, Values and Mission 5-8- Independence, Transparency & Pluralism5-9- Corporate social investment


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6- RESOURCE MANAGEMENT6-1- Provision of resources6-2- Human resources

6-2-1- General6-2-2- Competence, awareness and training6-2-3- Independence of journalists &

producers6-3- Infrastructure

6-2-1- General6-2-2- Quality of equipment6-2-3- Accessibility to the Media

6-4- Work environment

6- RESOURCE MANAGEMENT6-1- Provision of resources6-2- Human resources

6-2-1- General6-2-2- Competence, awareness and training6-2-3- Independence of journalists &

producers6-3- Infrastructure

6-2-1- General6-2-2- Quality of equipment6-2-3- Accessibility to the Media

6-4- Work environment


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7- PROGRAMME PRODUCTION7-1- Planning of programme production7-2- Stakeholder - related processes7-3- Innovation & Creation7-4- Purchasing7-5- Programme and service provision7-6- Control of monitoring and measuring devices7-7- Quality & diversity of contents7-8- Participation, interactivity & citizen

empowerment7-9- Social relevance (including gender issues,

religion, etc.)7-10- Education7-11- Minority representation and proximity7-12- World perspective

7- PROGRAMME PRODUCTION7-1- Planning of programme production7-2- Stakeholder - related processes7-3- Innovation & Creation7-4- Purchasing7-5- Programme and service provision7-6- Control of monitoring and measuring devices7-7- Quality & diversity of contents7-8- Participation, interactivity & citizen

empowerment7-9- Social relevance (including gender issues,

religion, etc.)7-10- Education7-11- Minority representation and proximity7-12- World perspective


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8- MEASUREMENT, ANALYSIS AND IMPROVEMENT8-1- General8-2- Monitoring and measurement of audience

satisfaction8-3- Control of nonconforming product8-4- Analysis of data8-5- Improvement

8- MEASUREMENT, ANALYSIS AND IMPROVEMENT8-1- General8-2- Monitoring and measurement of audience

satisfaction8-3- Control of nonconforming product8-4- Analysis of data8-5- Improvement


Iso 9001

Technology

management of people

management review

quality management systems

quality policy

vocabulary iso

expected quality

systemic management

micromanagement systematic