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ISO 9000 and 14000. Public Awareness and Information Session 22 February 2006 Owen Glave, MBA-TQM. Background. ISO WAS FORMED FEBRUARY 23, 1947 IN GENEVA FIRST FAMILY OF QUALITY STANDARD RELEASED 1987 FIRST ENVIRONMENTAL STANDARD RELEASED IN 1996. STANDARD BODIES. 154 COUNTRIES
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ISO 9000 and 14000 Public Awareness and Information Session 22 February 2006 Owen Glave, MBA-TQM
Background • ISO WAS FORMED FEBRUARY 23, 1947 IN GENEVA • FIRST FAMILY OF QUALITY STANDARD RELEASED 1987 • FIRST ENVIRONMENTAL STANDARD RELEASED IN 1996 Owen Glave
STANDARD BODIES • 154 COUNTRIES • Bureau of Standards Jamaica Owen Glave
PURPOSE • Facilitate harmonization of standards • Single set of standards that people everywhere would recognize and respect. Owen Glave
What is ISO 9000? • Primarily concerned with Quality Management • Achieve Customer Satisfaction and continual improvement • ISO 9001:2000 is the actual specification for QMS. It can be used irrespective of size or type of organization Owen Glave
What is ISO 14000? • Primarily concerned with Environmental Management • Minimize harmful effects on the environment • Continual Improvement of environmental performance Owen Glave
ISO 9001:2000 and 14001:2004 apply to all types of organizations • Manufacturing Processing • Service Shipping • Energy Telecommunications • Food processing Agriculture • Government Education • Tourism Commerce Owen Glave
Why is ISO 9001:2000/14001:2004 Important? • It is important because it is recognized internationally and utilized in over 154 countries • It is important because it is system oriented and allows for greater efficiency. Owen Glave
QUALITY MANAGEMENT PRINCIPLES • Customer focused organization • Leadership • Involvement of People • Process approach • System approach to management • Continual Improvement • Factual approach to decision making • Mutually beneficial supplier relationships Owen Glave
Do I need ISO 9001? • Need to control or improve the quality of your product or services. • Fulfill Customers’ expectation • Mandatory (For trade). • Need to access international markets • Implement more efficient process and procedures • More involvement and empowerment of employees Owen Glave
Step by Step Approach to ISO 9000? Management Responsibility - Establish a Quality Policy - All employees must understand the Quality Policy - Provide Focus - Needs to be measurable - Commitment to Quality (written) - Management commitment should be visible and active Owen Glave
Step by Step Approach to ISO 9000? Management Responsibility - Decide on actions for improvement - Review System periodically - Ensure Focus on Customer Requirements - Ensure Appropriate processes are implemented Owen Glave
Step by Step Approach to ISO 9000? Resource Management - Competence Awareness and Training - Develop new working methods - Get Additional equipment if necessary - Infrastructure - Work Environment Owen Glave
Step by Step Approach to ISO 9000? Product Realization Planning and Product Realization • Quality Objectives and Requirements of the Product • The need to establish processes, documents and provide resources specific to the product • Verification, Validation, Monitoring, Inspection and Test Activities specific to the product and criteria for product acceptance Owen Glave
Step by Step Approach to ISO 9000? Product Realization Customer Related Processes - Delivery and Post delivery activities - Statutory and Regulatory requirements - Customer Communication -Accommodate customer feedback and customer complaints Owen Glave
Step by Step Approach to ISO 9000? Product Realization Purchasing - Ensure that purchased product conforms to specified purchase requirements - Evaluate and Select Suppliers based on ability to supply product. - Criteria for Selection Evaluation and Re-Evaluation should be established - Owen Glave
Step by Step Approach to ISO 9000? Product Realization Identification and Traceability - Where traceability is a requirement, unique identification should be established Owen Glave
Step by Step Approach to ISO 9000? Monitoring and Measurement - Internal Audit - Control of Non-conforming product - Analysis of Data -Customer Satisfaction - Conformity to Product Requirements - Suppliers - Corrective Action - Preventative Action Owen Glave
Why ISO 9001/14000 for SMEs • Minimum acceptable standards. • Quality of deliverables are clearly established. • Enforcing the objectives within the framework for growth and development. Owen Glave
Why ISO 9001/14000 SMEs? • Vision • Establishment of world class systems • Quality is not confined to a physical product. • Corporate Social Responsibility • People are becoming more environmentally aware and implementing environmentally friendly practices Owen Glave
Why ISO 9001/14001 for SMEs • Proactive organizations are adopting ISO 9001 management system as part of their development and modernization programme. • Boost efficiency of the services. • Bridge the gap between consumers’ expectationand the quality of service delivered. • Continual improvement through a corrective and preventative action process Owen Glave
Benefits • Certification demonstrates the recognition of quality throughout organization • Decrease in wasted time, materials, and efforts. • Inculcating values of excellence and best practices. • Establish leadership role within organization. • Increased recognition by international partners • Ability to maintain standards of quality and excellence. Owen Glave
Benefits • Roles and responsibilities are clearly defined via documented procedures • As variation is eliminated, efficiency improves. • As efficiency improves the cost of quality service is reduced. • Growth in Customer Satisfaction Owen Glave
Benefits • Increased employee morale as they are asked to take control of their processes (empowerment). • Reduction in conflicts. • Transformation from a reactive organization to a pro-active, preventative organization. Owen Glave
Benefits • Improved communications. • Major transformation that would change the mind set. • Institutionalize a culture of excellence. • Performance evaluation (Continuous Improvement) Owen Glave
GAP ANALYSIS • Gaps that exist between the ISO 9001or 14001 Standard and your organization's processes. Owen Glave
IMPLEMENTATION • Establish a Steering Committee • Project Team Selection • Project Team Training • Process Analysis • Systems Documentation. • End Users Training • Implement System Documentation • Pre-registration Assessment Audit • Correct Non-conformances Owen Glave
CORPORATE STEERING COMMITTEE • Top Management Commitment • Strategies, Objectives, Planning Activities,Policies. • Choose Management Representative • Assign Resources and Responsibilities • Communicate Decisions • Management Review Owen Glave
Project Team • Oversee the creation and use of the necessary documentation • All levels within the organization. • Training(Content and Intent of the standards. • Practical examples of how it is adopted by your industry. • Awareness training Owen Glave
Process Analysis • Analysis of all the processes involved in the creation of output. • Reviewing the inputs and outputs as well as waste. • Process Design. Owen Glave
Systems Documentation • Quality Policy Manual • Operating Procedures Manual • Work Instructions • Objective and Targets • Records Owen Glave
END USERS TRAINING • Awareness • Procedural Training Owen Glave
PRE-REGISTRATION ASSESSMENT AUDIT • INTERNAL AUDIT Owen Glave
POST-IMPLEMENTATION • PREPARE FOR REGISTRATION AUDIT • REGISTRATION AUDIT AND FIX NON-CONFORMANCES • GAIN REGISTRATION Owen Glave
POST-IMPLEMENTATION • CELEBRATION AND COMPLIANCE Owen Glave
For Further information Owen Glave