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Implementing Quality Assurance through ISO9000

Implementing Quality Assurance through ISO9000. Paul Bosman mailto:paul.bosman@eurocontrol.int http://www.eurocontrol.int/ais. EUROCONTROL’s role. Facilitate through Awareness Workshops/Training Introduction Implementation ISO9001-2000 Internal Auditing Quality Manager Forum

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Implementing Quality Assurance through ISO9000

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  1. Implementing Quality Assurancethrough ISO9000 Paul Bosman mailto:paul.bosman@eurocontrol.int http://www.eurocontrol.int/ais

  2. EUROCONTROL’s role • Facilitate through • Awareness • Workshops/Training • Introduction • Implementation • ISO9001-2000 • Internal Auditing • Quality Manager Forum • Generic Procedure development (SDP & OPADD)

  3. Do you do ? • 1 GET ORGANISED • define roles, responsibilities, interfaces • 2 PROVIDE RESOURCES • human resources, facilities, work environment • 3 DOCUMENT YOUR MANAGEMENT SYSTEM • establish processes/procedures, control documents • 4 CONTROL PROCESSES • identify and plan processes, control operations • 5 KEEP RECORDS OF ACTIVITIES • evidence of effective operation • 6 MONITOR AND MEASURE PERFORMANCE • customer satisfaction, process/product, audits • 7 IMPROVE THE MANAGEMENT SYSTEM • identify problems, analyse data, correct and prevent Is ISO9000 !

  4. ISO9000:1994-->ISO9001-2000 • What’s new • Customer focus • Measuring processes, products and customer satisfaction • Continuous improvement • Hereby Key Performance Indicators (KPIs) are the essential elements of measurement and monitoring, and these in turn are used in Service Level Agreements (SLAs) • Within AIS AHEAD, an AIS Top12 KPI has been developed

  5. Typical ISO 9001 Action Plan

  6. Lessons learned • High level mandates are a must • Misconception: ISO9000=Paper • Management System (not a quality control system) • Do it yourself • Costs (rules of thumb) • 10% of working force • External fees on consultancy/training + Auditor • 18 months • All would do it again ! See also http://www.iso.ch

  7. Conclusion Biggest risk of non-achievement is yourself

  8. However !Do not run before you can walk • Quality Assurance can start as well through • Standard Procedures --> Static & dynamic data handling • Key Performance Indicators (KPIs) • Self Assessment --> Application of Best Practices • User Surveys • Awareness sessions • Peer review • ... • ...

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