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ISO 9001:2000
CONTENTS
Course Objectives What is ISO? What is Quality? Terms and definitions Stake holders and their expectations Quality Management principles The software process ISO 9000:2000 Family of Standards ISO-9001:2000 Clauses Guidelines for Self Assessment
COURSE OBJECTIVES
To provide an overview of ISO 9001: 2000 standards To understand the elements that support the implementation of an ISO 9001:2000 Quality Management System
What is ISO?
The International Organization for Standardization (ISO) is a worldwide federation of national standards bodies from some 130 countries, one from each country. ISO is a non-governmental organization established in 1947. The mission of ISO is to promote the development of standardization and related activities in the world with a view to facilitating the international exchange of goods and services, and to developing cooperation in the spheres of intellectual, scientific, technological and economic activity
WHAT IS QUALITY?
The formal definition of quality as stated in ISO 9000 : 2000 is -
Ability of a set of inherent characteristics of a product, system or process to fulfill requirements of customers and other interested parties.
Note : The term quality may be used with adjectives such as poor, good or excellent.
Notes : 1 A product may include service, hardware, processed materials, software or a combination thereof. 2 A product can be tangible (e.g. assemblies or processed materials) or intangible (e.g., knowledge or concepts) or a combination thereof.
PROJECT
Unique process, consisting of a set of coordinated and controlled activities with start and finish dates, undertaken to achieve an objective conforming to specific requirements, including the constraints of time, cost and resources.
NON-CONFORMITY
Non-fulfillment of a requirement
DEFECT
Non-fulfillment of a requirement related to an intended or specified use
CORRECTION
Action to eliminate a detected non-conformity.
PREVENTIVE ACTION
Action to eliminate the cause of a potential nonconformity or other undesirable potential situation. (Preventive action is taken to prevent occurrence whereas corrective action is taken to prevent recurrence.)
TOP MANAGEMENT
Person or group of people who direct and control an organization at the highest level.
Operational techniques and activities that are used to fulfil requirements for quality.
QUALITY ASSURANCE
Planned and systematic activities implemented within the quality system and demonstrated as needed to provide adequate confidence that an entity will fulfil given requirements for quality.
EFFECTIVENESS Measure of the extent to which planned activities are realized and planned results achieved.
EFFICIENCY Relationship between the result achieved and the resources used.
Typical expectations
Product Quality Career / work satisfaction Return on Investment Continuing Business opportunity Responsible stewardship
Customer Focus
-Understand current and future customer needs -Meet customer requirements and strive to exceed customer expectations
Leadership
-Establish unity of purpose, direction, and the internal environment of the organization.
-Create the environment in which people can become fully involved in achieving the organizations objectives.
Involvement of people
-People at all levels are the essence of an
organization and their full involvement enables their abilities to be used for the organizations benefit.
System approach to management -Identifying, understanding and managing a system of interrelated processes for a given objective contributes to the effectiveness and efficiency of the organization.
RESOURCES
SOFTWARE PROCESS
PEOPLE HARDWARE SOFTWARE TIME EFFORT MONEY
QUALITY VALUES
FEEDBACK
Measurement is effected.
Comparison against a pre-set goal is made. Any deviations are corrected by a feedback mechanism.
C U S
R E T Q U O I R E M M E E N T S
RESOURCE MANAGEMENT
S A T I S F A C T I O N
PRODUCT
C U S T
O
M E R
INPUT
PRODUCT REALISATION
OUTPUT
STANDARD
ISO 9000 : 2000
3. QUALITY MANAGEMENT ISO 9004 : 2000 SYSTEMS GUIDELINES FOR PERFORMANCE IMPROVEMENTS
5. 6.
5. Management Responsibility 5.1 Management Commitment 5.2 Customer Focus 5.3 Quality Policy 5.4 Planning 5.4.1 Quality objectives 5.4.2 Quality management system
5. Management Responsibility
5.5 Responsibility, Authority and Communication 5.5.1 Responsibility and Authority 5.5.2 Management Representative 5.5.3 Internal Communication 5.6 Management Review 5.6.1 General 5.6.2 Review Input 5.6.3 Review Output
6.Resource Management 6.1 Provision Of Resources 6.2 Human Resources 6.2.1 General 6.2.2 Competence, Awareness and training 6.3 Infrastructure 6.4 Work Environment
7. Product Realization
7.1 Planning the Product Realization 7.2 Customer Related Process 7.2.1 Determination of Requirements related to the Product 7.2.2 Review of Requirements related to the product 7.2.3 Customer Communication
7. Product Realization 7.3 Design And Development 7.3.1 Design And Development planning 7.3.2 Design And Development inputs 7.3.3 Design And Development outputs 7.3.4 Design And Development review 7.3.5 Design And Development verification 7.3.6 Design And Development validation 7.3.7 Control of Design And Development changes
7. Product Realization
7.4 Purchasing 7.4.1 Purchasing Process 7.4.2 Purchasing Information 7.4.3 Verification of Purchased Product
7. Product Realization
7.5 Product and Service Provision 7.5.1 Control of Service Provision 7.5.2 Validation of Processes for production and service provision 7.5.3 Identification and traceability 7.5.4 Customer Property 7.5.5 Preservation of Product 7.6 Control of monitoring and measuring devices
No formal approach
No systematic approach evident, no results, poor results or unpredictable results. Problem - or prevention-based systematic approach minimum data on improvement results available. Systematic process-based approach, early stage of systematic improvements; data available on conformance to objectives and existence of improvements trends.
Reactive approach
Best-in-class performance
OTHER QUALITY DOCUMENTS (WORK INSTRUCTIONS, STANDARDS, GUIDELINES, TEMPLATES, FORMS) (LEVEL III)
Plan
Initial Approach
Revise Approach
Improve Plan
Deployment - Impediments
Act