Upload
fouzan-soniwala
View
248
Download
0
Embed Size (px)
Citation preview
FICCI CE
Evolution of ISO-9000 Standards
FICCI CE
Evolution of ISO-9000 Standards
The ISO-9000 series of standards was first published by the International
Organization for Standardization (ISO) in 1987. Within a few years, these
standards had caught the imagination of industry across the world These
standards were originally developed for the manufacturing sector. However,
seeing their success, service industries also began using these standards by
suitably adapting them.
FICCI CE
First Revision of ISO-9000 Standard
Based on ISO rules, all standards are to be reviewed every 5 years. The first
revision of the ISO 9000 standard took place in 1994. However, because of
inadequate experience in the usage of these standards, the 1994 revision of
the standard was limited in character. The basic structure of the standards was
retained and the revision was mainly intended to bring greater clarity in the
requirements for ease of implementation
FICCI CE
Need for Second Revision
The ISO-9000 standards have been used by hundreds of
thousands of companies of different types and sizes during the past
decade. During its usage certain major inadequacies have been
observed which are shown in subsequent slides.
FICCI CE
Need for Second Revision
A The structure of ISO 9001:1994 was heavily oriented towards the
manufacturing sector, making it difficult for application to the service
sector and other types of organizations.
B It was a stand-alone document with no relationship to current quality
management practices and business operations, causing confusion and
conflict with existing quality control practices.
C Although higher-level standard in the shape of ISO-9004 already
existed, there was no alignment between these two standards due to
which the ISO-9004 standard was largely ignored by companies
adopting ISO-9001.
FICCI CE
D There was over-emphasis on documentation throughout almost all the
requirements in the standard making it a bureaucratic system when
implemented.
E Customer relationship management had been given inadequate attention
and was limited to contract review. As a result, customers of most ISO-
9001 certified companies had not noticed any significant change after
certification.
F Basically ISO-9001was a consistency standard at the existing level of
quality. The need for continuous quality improvement has not been
incorporated. This led to the adoption of additional quality improvement
methodologies causing diffusion of quality management efforts.
Need for Second Revision… Contd.
FICCI CE
G With the standard required various activities by different
departments, but need for a proper vertical and horizontal
communication system for proper coordination was not
addressed.
H There were three certifiable standards in the form of ISO-9001,
ISO-9002 and ISO-9003. For some businesses particularly in
these services sector it was difficult to determine which standard
would apply. ISO-9003 was literally ignored because it was
focused only to inspection and testing, the concepts which had
become obsolete in the light of the new quality philosophy.
I Although the standard called for the establishment of a
documented quality system and its deployment in different areas
no basis was provided against which the effectiveness of such a
quality system could be assessed.
Need for Second Revision… Contd.
FICCI CE
Major Changes in the new Standard
ISO-9000-2000 marks significant departure from the earlier versions of the
standard. It has been developed abinitio in light of experience gained
during the application of its predecessors for over ten years and after
taking into account the needs of users of the standards and other stake
holders. Major changes in different aspects of the standard are explained in
the following slides:
FICCI CE
Concept and Structure
The standard is based on eight universally accepted quality
management principles which represent a synthesis of philosophies of
several quality gurus. These 8 quality management principles have
been defined in ISO-9000-2000, which serves as the framework of a
new set of standards on quality management.
It has a totally new structure which no longer uses the 20 element
structure of its predecessors. It follows a process approach which is
closer to the way most businesses operate. It has five operative clauses
viz.,
- Quality Management System
- Management Responsibility
- Resource management
- Product Realization, and
- Measurement, Analysis and Improvement
FICCI CE
Application to Organizations
There is only one requirement standard ISO-9001-2000, in stead of ISO-
9001, ISO-9002 and ISO-9003 in the 1994 version. Since all requirements
may not apply to different organizations, the new standard permits exclusion
of some requirements which have to be justified to the satisfaction of
certification bodies. This provision enables it to cope with wide spectrum of
organizations and activities.
FICCI CE
Compatibility to other Standards
• As compared to ISO-9001 and ISO-9004 of the 1994 version, the new
standards form a consistent pair of standards that follow a common
structure. The ISO-9001 standard aims to provide quality assurance of
the product to enhance customer satisfaction whereas the ISO-9004
standard has a broader perspective of quality management to give
guidance for the improved performance of the whole organization.
• ISO-9000-2000 standards also have greater compatibility with ISO-
14000 Environmental Management Standards thus facilitating
implementation of these two standards which may be used in one
organization.
FICCI CE
Customer Relationship
‘Customer satisfaction’ is recognized as
the main driving force for any
organization. Therefore, the new
standard lays greater stress on interaction
between the organization and its
customers, before, during and after
delivery of any product or service. This
interaction helps to clearly understand
customer requirements and monitor
information about customer satisfaction
as a measure of system performance.
FICCI CE
Documentation
One of the major complaints against the previous standard was that it
required excessive documentation. The new standard has significantly
reduced mandatory documented procedures. It has given greater flexibility
to the organization to determine which procedures and instructions need to
be documented, based on the nature of its activities, level of training and
established work practices.
FICCI CE
Role of Top Management
Top management has a crucial role in the proper implementation of any
quality system. The new standard emphasizes the role of top management
which includes its commitment to development and effective implementation
of the quality management system. In addition to defining policy and quality
objectives, it needs to identify, provide and manage resources for
implementing the system. It also needs to give consideration to any legal and
regulatory requirements of the products and the establishment of measurable
objectives and monitoring the extent of their achievement in order to gauge
the effectiveness of the quality management system.
FICCI CE
Internal Communications
Good internal communication channels are essential for the dissemination of
information about quality policies, objectives and performance. The new
standard requires management to define and implement an effective process
for communication for successful implementation of the quality system. It
recommends that there be two way communication which should encourage
feedback from people in the organization to directly involve them in
achievement of quality objectives thereby ensuring the effectiveness of quality
management system.
FICCI CE
Continuous Improvement
The new standard is not content to eliminate non conformities in products by
corrective and preventive actions. It requires each organizations to continually
improve the effectiveness of the quality system by having a concrete plan for
measurement, analysis and improvement. In this respect ISO-9004-2000 goes
still further. It requires that the organization should create a culture which
involves people in actively seeking opportunities for the improvement of
performance in processes, activities and products. To facilitate this ISO-9004
also incorporates guidelines for self assessment and a methodology for
continual improvement.