Untitled
Untitled
Untitled
The ISO 9000 family of The ISO 9000 standard provides the
international quality management fundamentals and vocabulary used in
standards and guidelines has
earned a global reputation as a the entire ISO 9000 family of standards.
basis for establishing effective It sets the stage for understanding the
and efficient quality management basic elements of quality management
systems. as described in the ISO standards. ISO
This family is composed of four 9000 introduces users to the eight
standards; ISO 9000, ISO 9001, ISO 9004 Quality Management Principles as well
and ISO 19011 as explained below: as the use of the process approach to
achieve continual improvement
(See figure 1)
ISO 9001 specifies the basic include services) that enhance customer
requirements for a quality manage- satisfaction and meet applicable
ment system (QMS) that an organization statutory and regulatory requirements.
must fulfil to demonstrate its ability to
ISO 9004 gives guidance on a
consistently provide products (which
wider range of objectives of a quality
2
2
management system than services they are looking to purchase or
does ISO 9001, particularly in obtain will meet their requirements for
managing for the long-term quality.
success of an organization. ISO 9004 is
Those customers are looking for the
recommended as a guidefor organiza-
confidence that can be provided by
tions whose top management wishes to
an organization offering products and
extend the benefits ofISO 9001 in pursuit of
services produced under an effective
systematic and continual improvement
quality management system, such as
of the organization’s overall perfor-
one conforming to ISO 9001.
mance. However, it is not intended for
certification or contractual purposes. A quality management system, on
its own, will not necessarily lead to
ISO 19011 covers the area of
an improvement of work process-
auditing of quality management
es or to improvements of your prod-
systems and enviro mental
ucts and services. It will not solve all
management systems. It
your problems. It is a means for you to
provides guidance on the audit
take a more systematic approach to
programmes, the conduct of internal
fulfilling your organization’s objectives,
or external audits, and information on
which in turn should achieve such
auditor competence. ISO 19011 provides
improvements. ISO 9001 contains
an overview of how an audit programme
requirements for improvement. You
should operate and how management
can use this approach to ensure that
system audits should take place.
worthwhile and cost effective
Why implementing QMS? improvements are being achieved.
The adoption of a QMS is a strategic QMS principles
decision that helps an organization to
Quality management principles are a
consistently improve its overall perfor-
set of fundamental beliefs, norms, rules
mance and to provide a sound basis for
and values that are accepted as true
its sustainable development initiatives.
and can be used as a basis for quality
Many organizations implement a for-
management and the below are seven
mal quality management system after
(7) quality management principles:
finding that their customers (in both the
private and public sectors) want
assurance that the products and
3
3
QMP 1 – Customer focus
Rationale and benefits Action that your organization can take
The primary focus of quality management is • Recognize direct and indirect customers as
to meet customer requirements and to strive those who receive value from the organization.
to exceed customer expectations where an
organization attracts and retains the con- • Understand customers’ current and future
fidence of customers and other interested needs and expectations.
parties to achieve a sustained success as
every aspect of customer interaction pro- • Link the organization’s objectives to customer
vides an opportunity to create more value needs and expectations.
for the customer.
• Communicate customer needs and expecta-
Therefore, understanding current and future tions throughout the organization.
needs of customers and other interested
parties contributes to sustained success of • Plan, design, develop, produce, deliver and
the organization. support goods and services to meet customer
needs and expectations.
This will allow an increased customer value,
customer satisfaction, customer loyalty, rev- • Measure and monitor customer satisfaction
enue and market share; an enhanced repeat and take appropriate actions.
business, reputation of the organization and
an expanded customer base. • Determine and take actions on interested par-
ties’ needs and expectations that can affect
customer satisfaction.
• Actively manage relationships with customers
to achieve sustained success.
QMP 2 – Leadership
Rationale and benefits Action that your organization can take
Leaders at all levels establish unity of pur- • Communicate the organization’s mission, vi-
pose and direction and create conditions in sion, strategy, policies and processes through-
which people are engaged in achieving the out the organization.
organization’s quality objectives where the
creation of unity of purpose and direction and • Create and sustain shared values, fairness and
engagement of people enable an organiza- ethical models for behaviour at all levels of the
tion to align its strategies, policies, processes organization.
and resources to achieve its objectives.
• Establish a culture of trust and integrity.
This permits to achieve an increased effec-
tiveness and efficiency in meeting the orga- • Encourage an organization-wide commitment
nization’s quality objectives, a better coor- of quality
dination of the organization’s processes, an
improved communication between levels • Ensure that leaders at all levels are positive
and functions of the organization and a de- examples to people in the organization.
velopment and improvement of the capabil-
ity of the organization and its people to de- • Provide people with the required resources,
liver desired results. training and authority to act with accountabil-
ity.
• Inspire, encourage and recognize people’s
contribution.
4
4
QMP 3 – Engagement of people
Rationale and benefits Action that your organization can take
Competent, empowered and engaged people at • Communicate with people to promote un-
all levels throughout the organization are essen- derstanding of the importance of their indi-
tial to enhance its capability to create and deliver vidual contribution.
value.
• Promote collaboration throughout the or-
Therefore, to manage an organization effectively ganization.
and efficiently, it is important to involve all people
at all levels and to respect them as individuals. • Facilitate open discussion and sharing of
knowledge and experience.
Recognition, empowerment and enhancement of
competence facilitate the engagement of people • Empower people to determine constraints
in achieving the organization’s quality objectives. to performance and to take initiatives with-
out fear.
This allows to achieve an improved underst
anding of the organization’s quality objectives by • Recognize and acknowledge people’s
people in the organization and increased motiva- contribution, learning and improvement.
tion to achieve them, an enhanced involvement • Enable self-evaluation of performance
of people in improvement activities, an enhanced against personal objectives.
personal development, initiatives and creativity,
an enhanced people satisfaction, an enhanced • Conduct surveys to assess people’s satis-
trust and collaboration throughout the organiza- faction, communicate the results, and take
tion and an increased attention to shared values appropriate actions.
and culture throughout the organization.
The quality management system consists of in- • Define objectives of the system and pro-
terrelated processes. cesses necessary to achieve them.
Consistent and predictable results are achieved • Establish authority, responsibility and ac-
more effectively and efficiently when activities countability for managing processes.
are understood and managed as interrelated
processes that function as a coherent system. • Understand the organization’s capabilities
and determine resource constraints prior to
The understanding of how results are achieved action.
by this system enables an organization to opti-
mize the system and its performance. • Determine process interdependencies and
analyse the effect of modifications to indi-
This allows: vidual processes on the system as a whole.
• Enhanced ability to focus effort on key • Manage processes and their interrelations
processes and opportunities for improvement as a system to achieve the organization’s
quality objectives effectively and efficiently.
• Consistent and predictable outcomes through
a system of aligned processes • Ensure the necessary information is avail-
able to operate and improve the processes
• Optimized performance through effective and to monitor, analyse and evaluate the
process management, efficient use of resourc- performance of the overall system.
es, and reduced cross-functional barriers
• Manage risks that can affect outputs of the
• Enabling the organization to provide processes and overall outcomes of the
confidence to interested parties as to its quality management system.
consistency, effectiveness and efficiency
5
5
QMP 5 – Improvement
6
6
QMP 7 – Relationship management
7
7
Quality Management System implementation benefits
8
8
Success stories
Locally, manufacturers and service pro- others, with registered success in
viders become progressively aware of the journey of quality management
how the Quality Management System is implementation towards improvement
a booster of their productivity, and can of their processes, and we believe
enhance improvement of their day-to- sharing their success stories inspires
day operations in a consistent manner. your devotion to implementing Quality
Management System.
Below are the four
selected companies, amongst
11
11
Ruliba Clays and the QMS Journey
14
14
Experience Sharing on Implimentation of ISO 9001:2015 at Master Steel Ltd
15
15
• Introduction of ERP system leadership and operations. Above all,
created conflicting interests implementation of QMS requires a clear
amongst the management team. road map agreeable across the entire
organization.
• Reduced interest by some
members due to laborious
documentation and record
keeping. Message from Rwanda Standards
Board to QMS implementers and
• Constraints arising from potential implementers
complex technical terminology
in the standard during training of “In simple words, do not work for or
the shop floor workers drive the system; rather let the system
drive you and work for you!”
• Relating the clauses in the stan-
dard with daily operations and
making it part of life at work.
Benefits to the organization after
implementation of QMS
• Reduction in scrap percentage by
0.8%
• Reduction in operating costs by The system is working for you You are working for the system
16
16