ISO 9001: Customer Focus and Continuous Improvement
1. VIVENCIO C. OSILA (I.E.,P.S.)
Consultant / Program and Project Manager
for Corporate Improvement Programs (CIPs)
2. At the end of this presentation you will be able to :
Appreciate ISO 9001 QMS in a capsulised
manner;
Understand its intended applications;
Internalize its Impact to your services and/or
operations;
Get ideas on current & related trends; and
Realize your roles in your program realization.
3. ISO 9001:2008 QMS and other related standards / protocols
ISO 9001:2008 Model and Framework
ISO 9001:2008Themes: Customer Focus & Continual Improvement
Benefits that can be gained from ISO 9001 Implementation
ISO 9001 on Industry Movements and Its Potential Impact
Roles of HR in ISO 9001:2008 QMS Implementation
4. A management system aimed at directing and
controlling an organization with regards to Quality.
ISO 9000:2005
5. Generic, voluntary
Applicable to any organization, to any
industry or economic sector
Subject to interpretation.
A Company decides how to apply the
system to its purposes.
6. What is ISO?
International Organization for Standardization
Worldwide federation of national standard bodies
Primary Mission: …development of standardization…
to facilitate exchange of goods and services, and
developing cooperation in… intellectual, scientific,
technological and economic activity.
7. ISO 9000:2005 - Quality Management System
Fundamentals and Vocabulary
ISO 9001:2008 - Quality Management System Requirements
ISO 9004:2000 - Quality Management System Guidelines for
Performance Improvements
ISO 19011:2002 - Guidelines for quality and/or environmental
management systems auditing
8. ISO 9001:2008 QMS and other related Standards /Protocols
ISO 9001 :2008 QMS Model and Framework
ISO 9001:2008Themes: Customer Focus & Continual Improvement
Benefits that can be gained from ISO 9001 Implementation
ISO 9001 on Industry Movements and Its Potential Impact
Roles of HR in ISO 9001:2008 QMS Implementation
9. QMS Approach
Process approach
Process
any activity that takes “inputs”and converts
them to “outputs”
the systematic identification and management of these
activities and the interactions between activities
10. New Organizational Focus
Dept 2 Dept 3 Dept 4Dept 1
Business Process CutsThrough Departments
Customer
Query
Delivery
12. ISO 9001:2008 QMS and other related standards
ISO 9001:2008 Model and Framework
ISO 9001Themes: Customer Focus & Continual Improvement
Benefits that can be gained from ISO 9001 Implementation
ISO 9001 on Industry Movements and Its Potential Impact
Roles of HR in ISO 9001:2008 QMS Implementation
14. Customer Focus
Importance of meeting customer requirements
Customer requirements to be met
Unspecified requirements to be determined
Communication arrangements to be implemented
Customer satisfaction to be monitored
15. Continual Improvement
Requirement to continually improve the QMS
Commitment in quality policy
Staff to be competent
Measurements to achieve improvement
Requirement to plan and manage continual
improvement
16. ISO 9001:2008 QMS and other related standards
ISO 9001:2008 Model and Framework
ISO 9001:2008Themes: Customer Focus & Continual Improvement
Benefits that can be gained from ISO 9001 Implementation
ISO 9001 on Industry Movements and Its Potential Impact
Roles of HR in ISO 9001:2008 QMS Implementation
17. Confidence in capability of process
Confidence in quality of products
Basis for continual improvement
Increase satisfaction of customer and other
interested parties
Ultimately, success of the organization
18. ISO 9001:2008 QMS and other related standards
ISO 9001:2008 Model and Framework
ISO 9001:2008Themes: Customer Focus & Continual Improvement
Benefits that can be gained from ISO 9001 Implementation
ISO 9001 on Industry Movements and Its Potential Impact
Roles of HR in ISO 9001:2008 QMS Implementation
19. Customer Focus
Leadership
Involvement of people
Process Approach
System approach to Management
Continual Improvement
Factual Approach to Decision Making
Mutually Beneficial -Supplier Relationship
20. ISO 9001:2008 QMS and other related standards
ISO 9001:2008 Model and Framework
ISO 9001:2008Themes: Customer Focus & Continual Improvement
Benefits that can be gained from ISO 9001 Implementation
ISO 9001 on Industry Movements and Its Potential Impact
Roles of HR in ISO 9001:2008 QMS Implementation