ISO 9001 Montreal

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Montreal21, 22 November 2002

[email protected]

[email protected]

[email protected]

WRTVC INTERNATIONAL GUIDELINESINTEGRATED QUALITY MANAGEMENT SYSTEM

Requirements forRadio, TV and Internet Broadcasters


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EXPECTEDQUALITY

by the Customer

PLANNEDQUALITY

by the Company

PRODUCEDQUALITY

by the Company

PERCEIVEDQUALITY

by the Customer

Measurement of thePerformance of the CompanyMeasurement of theClients satisfaction

The ISO 9000:2000 requirements


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Quality Control Quality Management

Past FutureDetect faults Prevent errorsLook for guilty persons Look for defaults in the processesAccuse Help, Moderate, Facilitate

Punish MotivateMicro-management Systematic and systemic management

Transition towards TQM

The 8 principles of TQM


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VOICE OF THE

CUSTOMER

VOICE OF THE

MANAGEMENTVOICE OF

THE PERSONNEL

VOICE OF

THE SOCIETY

Empowerment?

The 8 principles of TQM


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5 sections of requirements to translate in practiceThe 8 principles of TQM

4- QUALITY MANAGEMENT SYSTEMS(QMS, documentation requirements)

5- MANAGEMENT RESPONSIBILITY(Management commitment, Customer focus, Quality Policy, Planning,

Responsibility, Authority and Communication, Management Review)

6- RESOURCE MANAGEMENT(Provision of Resources, Human Resources, Infrastructure, Work

Environment)

7- PRODUCT REALIZATION(Planning, Customer Related Processes, Design and Development),

Purchasing, Service Provision, Control of Measuring Devices)8- MEASUREMENT, ANALYSIS AND IMPROVEMENT(Monitoring and Measurement, Control of Non-conforming Product,

Analysis of Data, Improvement)

The ISO 9000:2000 requirements


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Continuous improvement of theQuality Management System

CLIENT

Product /Service

Realization

ManagementResponsibility

Measurement,Analysis andImprovement

ResourceManagement

InputData

ProductService

OutputData

Requirem

ents

Satisfaction

CLIENT

Systemic approach ?The 8 principles of TQM


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A COHERENT PAIR:

ISO 9001:2000 Quality Management Systems:REQUIREMENTS (WHAT ?)ISO 9001 oriented effectiveness and certification,

ISO 9004:2000 - Quality Management Systems:GUIDELINES FOR PERFORMANCE IMPROVEMENTS(HOW ...?)

ISO 9004 oriented effectiveness and efficiency

Presentation of ISO 9000:2000


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TWO OTHER PRIMARY NORMS:

ISO 9000:2000 Quality Management Systems: Fundamentalsand vocabulary

ISO 19011:200X Guidelines for quality and/or environmental

management systems auditing. This standard is at the draftstage (issuance expected Q3 2002) and will replace:

ISO 10011-1:1990 ISO 10011-2:1991 ISO 10011-3:1991 ISO 14010:1996 ISO 14011:1996 ISO 14012:1996



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And two technical support documents:

ISO 1000x Technical brochure - Selection & Use

ISO 1000y - Principles and application of qualitymanagement



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The 9 criteria of the EFQM Model

The percentages were established following a wide ranging surveyto collect views

We acknowledge here the key role of leadership, policy and strategy,the management of people and the management of partnershipsand ressources.

Leadership100 points

(10%)

Processes140 points

(14%)

KeyPerformance

Results150 points

(15%)

People90 points (9%)

Policy andStrategy

80 points (8%)

Partnerships &

Resources90 points (9%)

People Results90 points (9%)

CustomerResults

200 points (20%)

Society Results60 points (6%)

Capacity 500 points (50%) Results 500 points (50%)

ResultsEnablers


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1- Have you defined in writing theMission of your company?

2- Is it appropriately deployed inoperational objectives and action plans?

3- Is there meetings between the personneland the management on a regular basis?

Self- Assessment ToolManagement system (sample)


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1- Are written procedures available?

2- Is there an internal quality audit systemin place?

3- Are non-conformities formally recordedand corrected?

Self- Assessment ToolQuality system (sample)


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1- Is there job descriptions in place forall the personnel?

2- Is there a formal system in place for theyearly evaluation of performance?

3- Is the training of the personnel welladapted to the needs?

Self- Assessment ToolHuman Resources (sample)


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1- Are you formally listeningthe voiceof your customers on a regular basis?

2- Is there a system in place for thetreatment of the complaints of yourcustomers?

3- Do you measure the level of satisfactionof your customers?

Self- Assessment ToolCustomer focus (sample)


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4- INTEGRATED QUALITY MANAGEMENTSYSTEM

4-1- General requirements4-2- Documentation requirements

4-2-1- General4-2-2- Integrated Quality Management

Manual4-2-3- Control of documents4-2-4- Control of Records

Headlines of the future WRTVC Standard compatible with ISO 9001:2000 ...


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5- MANAGEMENT RESPONSIBILITY5-1- Management commitment5-2- Stakeholder focus5-3- Ethics & Policies5-4- Planning

5-5- Responsibility, Authority andCommunication5-6- Management review5-7- Vision, Values and Mission5-8- Independence, Transparency &

Pluralism5-9- Corporate social investment



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6- RESOURCE MANAGEMENT6-1- Provision of resources

6-2- Human resources6-2-1- General6-2-2- Competence, awareness and training6-2-3- Independence of journalists & producers

6-3- Infrastructure6-2-1- General6-2-2- Quality of equipment6-2-3- Accessibility to the Media

6-4- Work environment



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7- PROGRAMME PRODUCTION

7-1- Planning of programme production7-2- Stakeholder - related processes7-3- Innovation & Creation7-4- Purchasing7-5- Programme and service provision

7-6- Control of monitoring and measuring devices7-7- Quality & diversity of contents7-8- Participation, interactivity & citizen empowerment7-9- Social relevance (including gender issues, religion,

etc.)

7-10- Education7-11- Minority representation and proximity7-12- World perspective



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8- MEASUREMENT, ANALYSIS AND IMPROVEMENT8-1- General8-2- Monitoring and measurement of audience satisfaction8-3- Control of nonconforming product8-4- Analysis of data8-5- Improvement


Documents

ISO 9001 Montreal