Quality Matters - Chapter 17 - CEITBA

Quality Matters - Chapter 17

Quality Management Systems and Environment National Quality Awards

1) Introduction:

The need to find ways to ensure that customer satisfaction is above the minimum threshold that allows organizations continue to be an alternative in the market, has led to the search operating systems that constitute the scaffold to achieve quality defendant.

The globalization of markets globalization brought in addition to the requirements, the secondhand products, poor quality and high prices have no place in a world where we no longer second clients exist. The customs barriers fall, the gradual disappearance of parochial protectionism, artificial monopolies, has meant that in many markets before closed, the rules have changed radically. Where once was a client consumer captive subjected to the dictates of local producers in terms of price and quality standards is concerned, thanks to the benefits and privileges granted them customs policies of the government of turn, today it has become the determining factor in the definition of the intrinsic value of products and services, and it is he who accepts or rejects in terms of quality, cost and service that agents production offered.

For any company that intends to survive in this environment, implement a quality system and in many certify cases according to international standards, it has become imperative. For competitive, to survive, to profitable enterprises, there is only one way: take at least international standards and integrate the organization to ISO or equivalent, organize a quality system, reorganize the company adopting quality standards far and width throughout its structure, plan a strategy of continuous improvement, periodically assess the user's voice and save costs by an appropriate method.

Implement a quality system in accordance with international requirements entails reaching the organization a certain style of management and leadership, frequent eradicating errors executives in terms of commitment to quality, communication and human resource management. Certain concepts of participation and quality philosophy, we have seen in the early chapters, are prior to the implementation of a quality system, since they depend on implementation and overall system maintenance. This already said and taught Dr. W. Edwards Deming in the 50s, when all international standards today are a "must" of the organizations that want to go out and compete the world did not exist.

It is noteworthy that all regulations and in particular those discussed in this Chapter, referred to systems of quality management and environmental management are alive and changing rules, periodically are reviewed to make them more operational and adapt to the needs and requirements ever changing consumer. However explanation used as the base of the basic requirements of a quality system to ISO standard 9000 Series. Then mention some specific rules of certain industrial sectors, the changes performed on the ISO quality system and the basics of the ISO 14000 Series relating to environmental management systems seen this as an element of the quality of a organization from the vision of a company committed to society and the environment under the umbrella of Total Quality.

And also because entering into higher aspects of quality within an organization, see the concepts relating to the requirements for a company to access the

Revision Date: May 2004 1 J. C. Bassi / C. A. Pettinaroli / M. of C. Galindez

national quality awards such as the Deming Prize in Japan, the Malcolm Baldrige Award USA or the National Quality Award of Argentina.

2) Standardization - ISO 9000 Series - Definitions:

International standardization is performed based on a comprehensive approach as it seeks to be a method to ensure the economy, save costs, preventing unemployment and ensuring cost-effective operation companies. Today the world is played much more than making a product or service from a harmonized, consistent and standardized, it is the coordination of efforts for a group of countries move together, so as to create a strong social and economic system, solvent, strong, able to ensure a stable future for all. So much so that normalization has to do with businesses, politicians, unions, workers, users and consumers. Is creating a new model of society in which the quality is the key and who does not comply with the rules has no future.

Entrepreneurs who have built on the basis of effort, hours of work, sacrifices, but without a specific preparation to manage a company, must be the large group who are to guide training efforts. In this sense, professional associations of engineering, universities, entrepreneurs, businessmen and political spheres should be taken, create actions, promote new concepts and training, since those who are not prepared will close and say goodbye to the business, with the economic, social and political that this entails.

The Standardization is an activity designed to provide solutions for applications that are repetitive in order to achieve a ranking that optimizes these applications in a given context.

In the case of the ISO 9000 series of standards, we are faced with a regulation that tends to solutions whenever you want to plan, develop and implement a quality management system accordance with the minimum requirements of international trade.

3) Developments in the Quality Requirements and Quality Systems:

The quality requirements were growing with technological and market developments. This development naturally and consequently brought about the evolution of quality requirements and services and conceptual maturation of systems and tools that would meet with the mentioned requirements. So leaving aside the concept of quality crafted and based on the Industrial Revolution as the turning point of production concepts, the Quality Control arises as an area with its own identity in manufacturing organizations, first as dependent manufacturing, with a detection system pure and tools that bordered with an attitude police, developing techniques and activities used, the inspection, to meet the requirements of established quality criteria are not always aligned with the vision of the consumer.

Many years after a slow but steady evolution of the concepts of quality, the appearance industry linked to energy use of nuclear fission produces a quantum leap does the concept of the Quality Assurance. The industry understands that Quality Control is not suficienteni cash to new market requirements and implement actions planned and systematic quality assurance oriented. The fact planning actions and systematize the procedures brings more robustness and confidence in achieving the desired quality.

In the last decades of the last century finally oriented systems emerge quality assurance to the client, concept-based prevention tools with a clear process orientation rather than to products. Today is not conceived a process of quality management without procedimentada systematized structure that support and consistency.


ISO 9000 defines a Quality Management System as the set of organizational structure, responsibilities, procedures, processes and resources to achieve quality management, including administration, planning, implementation, verification, correction when necessary, and prevention, within a framework of continuous improvement.

The requirements of these quality systems also evolved over time. After WW2 and the experience that it left, emerges in the U.S. a regulation of U.S. Armed Forces known as the Military Control Standards, programs requiring Quality at its suppliers and were gradually spreading to the rest of the industry.

In the 70's there are two sets of standards for suppliers of plants Nuclear Energy and that gave rise to the Quality Assurance: the IAEA standards (Agency International Atomic Energy Agency), and later the series Z299 Canadian Association Standardization.

Finally, in 1987, there is the 9000 ISO organization as more legislation without thinking at that time, in the scope of which would be the process of globalization of markets.

ISO is the abbreviation for International Organization for Standardization, a non- governmental organization based in Geneva, entities formed by 150 countries, of which more than one hundred and adopted as a national standard.

Under this legislation, the 9000 series 1994 version in force until the end of 2003 was a set of standards related to quality assurance and in recent years has become a requirement to sell products to economic blocs emerged in recent decades: Market European Common NAFTA, MERCOSUR and the Asian bloc.

In the USA, ISO 9000 was adopted by the ANSI (American National Standards Institute), and the ASAC (American Society for Quality Control).

Several major U.S. agencies, such as NATO, NASA, the Department of Defense and the Food and Environment Administration and Civil Aviation have also adopted this series. In the civil area, the areas of telecommunications and petrochemicals were the first to adopt this regulation.

Be seen below the particular case of the automotive industry.

4) Millennium Series ISO 9000-2000:

ISO 9001 covers the functional structure, processes and resources and system procedures quality management of a company, established to satisfy customers.

The basic objectives of this standard are:

a)

b)

c)

Provide the company to adopt it, elements that enable it to achieve a certain level of quality of your product or service and keep in time, Establish clear directions for companies to select and use appropriate these rules, Give the direction assured that you get the level of quality required and provide customers of the product or service users assurance that the product or service has the desired quality (international), agreed or contracted.

In summary, ISO 9001 Certificate of Quality Management Systems, ISO 9001 does not certify products and this is going to look in detail when you reach the certification process.


At this point, it is clear that these standards are generic and not focused on any industry or a particular product class. Neither the size of the company limits or impairs conditions or application requirements. Is a universal standard to the point that they are applying insurance companies, banks, hotels, car rental agencies, construction, not to mention of course the electronics industry, metallurgy, etc., etc..

The current goal is to get companies have quality management systems to protect consumers of quality problems.

Structure Total Quality System

Elements Excellence

Elements Competitive Elements

Technology

Often there is confusion about how This number is related to the concept of total quality. On the one hand the requirements given in ISO 9000 Series not cover all aspects involves a system Full Total Quality Management, but then part serve as basis for moving elements to these systems.

That is, the ISO 9000 series provides the basis of moderately developed system quality management as a framework for Total Quality is a minimum requirement Management System Calidadobtener crecienteEsa total quality through base may be constituted

by the requirements of ISO 9001 awareness in all areas and at all levels of quality concepts, productivity statistics, systemic thinking and implementation of preventive and continuous improvement plans in pursuit of operational excellence. We can think of ISO 9001 as a systems bridge between traditional quality management processes and systems oriented advanced.

ISO Requirements 9001 - 2000

Base

Mr. Carlos A. Pettinaroli Quality Systems: ISO 9001-2000

How to be seen in the accompanying graph, if the ISO 9001 system proposed we add elements excellence such as effective human resources leadership, strategic planning quality, staff welfare, performance measurement, quality of work life, etc.., we arrive at establish the scaffolding of Total Quality.

5) Basic requirements:

The basic philosophy on which these rules were constructed, can be summarized in the following Generic requirements:

Say what you do: is the requirement for a quality system documented and updated. If the system is not formalized not have consistency. The documentation is not necessarily writing a text: a flow chart, sketches, photographs, videos or computer files are valid. The important thing is to be effective for reaching employees. Daily practice should reflect documented. Management by facts: record what happened to evaluate the effectiveness of the system. The fourth and fifth requirement involving complete the feedback loop: Evaluate and act otherwise the system becomes meaningless. Do your best and improve it continuously

Importantly, the rules do not impose any particular organizational structure or even require a quality department and try to create a useless bureaucracy.

6) Scope of regulations:


It was mentioned that the market quality requirements lead us to require a Management System Quality formed by a structure, responsibility for the same, operating procedures, processes and resources (5 M).

7) Certification Process:

Once an organization, private or state, provides goods or services, micro- entrepreneurship, SME or multinational, has decided to adopt this policy and has completed stage planning, development and implementation, is able to apply Certification of its Quality System to a qualified entity, authorized and recognized for that purpose, in accordance with applicable selected.

The certification is an activity, which by issuing documents attests that a product, service or activity, conforms to certain standards. As it was mentioned above, this regulation is not intended to certify products but systems quality assurance.

To carry out certifications are requested services of a reputable third party to evaluate the organizational compliance with ISO 9001-2000. The organization must meet the said certification cost.

In order to achieve reliability, integrity and discipline in certification systems, companies certification must be accredited by a recognized independent national corporation that count as well with national and international credibility.

Certification

Structure Role

International

Recognition

National Accreditors Certifying

Suppliers

Recognition international Credibility Certify

(4)

(3) (2)

The graph below shows how the structure of Certification nationally and internationally and the role each segment of the structure. Corporate or organizations in general, are the providers of goods or services looking to get their certification by certifying that charge credibility to be accredited institutions international recognition through agreements bilateral.

This is certification process is not timely, is a continuum inasmuch as the certificate is not granted, "lends" There inspections and re- periodic certifications and certification is done based on a facility is not granted to all company. The scope is determined by the company itself in terms of their ability and interests.

Products / Services (1) (1) (2) (3) (4)

Company seeking to certify Company Certifiadora IRAM Consumers in other countries / Bilateral


Only certified Quality Systems installation and no product to be identified with certification, you can only use the achievement obtained in general literature and advertising.

8) Forces acting:

The question that may arise after apparently is that it is an organization that mobilizes this challenge, considering all resources that it entails. There 5 forces acting that certify carry:

a) Customer requirements or a potential client calls to buy the Company demonstrates compliance with the regulations b) The fact that competitors and has certified


c) the major requirements economic blocks (European Common Market, MERCOSUR, NAFTA, etc.) d) Avoid multiple audits different client e) The ISO 9001 is a important step towards continuous improvement systems an organization.

The perceived benefits an organization that adopts this standard are:

1. Clear definition of the interfaces between processes, roles and responsibilities of each within organization and institutionalization of the organizational structure of the company. Two. Development of tools for continuous improvement of the operation to satisfy customer oriented internal and external Three. Proper and judicious allocation of human and material resources available April. Management tools to proactively manage processes

ISO 9000 Certification Flowchart

Implementation Quality System

Application for Certification

PRE-AUDIT Analysis of documents

AUDIT APPROVAL NO

9) Certification Process:

Practical steps to achieve certification shown in the attached flow chart. Once implemented the system and selected a recorder that acts as a service provider is it performs a formal request and reaches a agreement on the approach and the term of the evaluation.

The certifier appoints a lead auditor to direct the team and be responsible for the form and timeliness of the assessment. It is visiting for pre-evaluative facilities, people, process and "lay out" the

RE-AUDIT

Correction nonconformities

Issuance Certification

AUDIT PARTIAL

AUDIT COMPLETE


Plant.

Formal assessment begins with the pre-audit of the quality system documentation. The team require copies of all documents and evaluates offsite. If it is found that the documentation covers standard requirements is programmed field audit where there opportunity to correct minor nonconformities. SI documentation correlates with what happens in reality, approving the audit report is issued and delivered the certificate, then which is initiated permanent inspection : Two visits per year minimum and a re-certification every three years.

Ultimately what pursues the audit is to verify that the documents into compliance with the standard and applied in practice, the degree of commitment and involvement of staff with the system and obtain evidence to grant certification.

In summary of the above at this point we can mention that the ISO 9000 series, is a set of standards for quality systems of universal, voluntary compliance competent authority may declare mandatory. Practical rules are not bureaucratic, that aimed at establishing the foundations of Total Quality.

The certification is valid for three years with semiannual and does not generate quality if same.

The graph below shows the structure of the ISO 9000 series, consisting of three rules, of which ISO 9001 is the basic model, auditable certification. ISO 9000 contains the principles


quality management and key definitions. ISO 9004 gives guidelines to quality management, with a focus on more elaborate models, such as quality awards and overall quality.

ISO 9000 (Version 2000) 10) Analysis of ISO 9001-2000:

We can say that there are four pillars on to settle the different requirements of this new rules: Clara Customer orientation, search Operational Flexibility based on management of key processes, change cultural in the concepts of quality and Administration based on data presented in indicators of quality management.

ISO 9000ISO 9000 Concepts and VocabularyConcepts

Vocabulary

ISO 9004

Audits Third

ISO 9001 System Requirements quality management

Awards Total Quality

ISO 9001 specifies minimum requirements for a Quality Management System. In such sense and to certify, the organization must demonstrate aptitude and attitude to provide products / services that meet the requirements of Customers and regulatory national, provincial and municipal.

The requirements of this standard are explicit in 5 points that span the entire Quality structure is considered minimal regulation.

a) Quality Management System (Item 4):

A Quality Management System is a set consisting of an organizational structure, procedures, processes and resources in place to achieve quality management.

When a company decides to design the system to avoid over-or under-size it, for which should consider objectives, type of business, resources and contractual requirements. From of these considerations and external consultant team should make a good diagnosis and form a committee of the project, involving the top management and consultants.

At this point the standard calls documented procedures and instructions and an effective implementation thereof. Can include: Quality Policy, Strategic Quality Planning, Quality Manual, Procedures, Work Instructions and Records that demonstrate objectively that the system is alive and fulfilled.

Quality System Documents

Documents Target

Guide to systems quality management

Manual Quality

Procedures operational

What the company does to manage the Quality

The spirit of this point is that the company structured from the requirements of the standard, a system to ensure compliance the same, clearly documented and reflected in the facts.

The document makes backbone system is the Quality Manual. It describes what the company does to manage quality. In a similar way as the constitution of a country, establishes rights and duties of citizens and establishes the basis of social life, the Manual system establishes guidelines for operating in quality.

"What", "Where", "When", "Because", "Who" runs activity

Details "as" a activity is performed

Evidence demonstrating that the system is operating

Quality Systems: ISO 9001-2000

Instructions work

Records Quality

Mr. Carlos A. Pettinaroli


As shown in the graph below, in descending order are the Procedures operational that establish "who", "when", "where" and "why", runs an activity-These procedures are documented as in the form of flow diagrams and are generally written functional department level and describe how each department will meet its responsibilities in a manner consistent with the policies of the Quality Manual.

On the third level are the Work Instructions explaining the specific steps and detailed tuning operations, laboratory tests, etc.. These instructions must indicate when and where they are used, the responsibilities of personnel involved, relevant definitions, related materials and process steps. In certain circumstances this is not required level documents, for example, operate a lathe part of the skills expected of an operator of qualified machine tools.

For all this documentation is understandable and real, is looking to be the very people will use it, who design and prepare documentation.

At the fourth level are the Records Quality, documents that are the sufficient information to demonstrate the implementation of the Quality System. The list below shows the minimum records required by ISO 9001.

b) Liability Management (Item 5): !! %%

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The standard top management understands plays a critical role in implementing the changes necessary to comply with other legislation. It requires the top management, exercise effective leadership and that there is a shared responsibility of all areas of the organization.

The first responsibility is to define and document the quality policy and objectives, which involves going beyond general concepts and lofty ideals. The policy should be implemented at all levels of the organization, which requires defining responsibilities, giving authority to act and establish as interrelate all affected personnel. Another important point is that Senior Management identify the resources needed and provide them. Top management shall appoint from among its members with a administrative representative you make major revisions to achieve implementation and maintenance of the quality system. These internal audits should documented evidence exists for the effectiveness of the system.

In short, the spirit of this part of the standard, is the real commitment and effective leadership Senior Management with the achievement and maintenance of the quality system, as well as the contribution and mutual commitment to each of the managers with the corporate objective.

c) Resource Management (Item 6)

Determine the human resources that the organization needs to achieve its objectives (Competence, training and roles and responsibilities), define and establish the necessary infrastructure and create the right working environment for the remedies can give their best.

d) Product realization (Item 7)


This includes planning (product and / or service), define the processes involved that the realization product / service required (Purchasing, Sales, Service, Parts), define methods execution and control, define communication channels and customer relationships and ultimately measure to identify opportunities for improvement

e) Measurement, analysis and improvement (Item 8)

This involves establishing clear objectives for each process, aligned with the vision, strategy and defined quality policy, establish a method of monitoring compliance with the above objectives, the implementation of corrective actions required, preventive actions to avoid recurrence and continuous improvement of each process.

We can say that these 5 requirements enclose eight quality management principles:

1. Customer oriented organization: Organizations depend on their customers and therefore must understand their current and future needs, meet customer requirements and strive to exceed them Two. Leadership: True leaders establish unity of purpose and provide guidance to the organization. They should create and maintain the internal environment in which people can fully involved in achieving the objectives of the Organization Three. Process approach: The desired result is achieved more efficiently when involved activities and related resources are managed in the direction of flow of the processes April. Management Systems approach: Identifying, understanding and managing resources interrelated as a system contributes to the effectiveness and efficiency of an Organization achieving its strategic objectives May. Continuous Improvement: Continual improvement of the organization's overall performance should be a Permanent Objective of this June. Factual approach to decision making: Effective decisions are those that are based on facts and analysis of those facts emerging information (data) July. Participation of Staff: The staff at all levels, is the essence of a organization and their full involvement enables their abilities to be used for the benefit of your own organization and also feeling pride in their work and their contributions. August. Mutually beneficial supplier: An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value

11) Implementation, first steps and common problems:

The Six Steps

Certificate ISO 9000 Management Team + Advisors

Act Project

Check in Decide

Form Inquire

Where should you start a business that has decided to implement a system Quality according to this regulation?. Dr. Deming said it all starts with a commitment decided by the Directorate and Tom Peters makes a permanent effective call to action.

Either way, you must walk the six steps shown in the graph. Three former are in charge of the management team and the three past with the assistance of a team of advisors.

Common difficulties observed in this process are those that are spelled out below:

NIA U H AC NOAMI THE C

DIDA C AL DEAT EM SIS



a) improper or insufficient documentation (De procedures and instructions critical work). b) Difficulty controlling document changes c) Inadequate control measurements d) Inadequate procedures to identify New Structuretraining needs and ensure e) Lack of quality policy and objectives Four main moduleswritten 1) Management responsibilityf) Inadequate capacity to internal audits (Policy, responsibilities, objectives, planning, g) Lack of system methodical review documentation and control system, review of system) h) Control Design 2) RESOURCE MANAGEMENTi) Lack of formal procedures (Provision of human, technical, material and correction work environment)

3) Product realization (Planning, customer satisfaction, design, purchasing, processing) 4) Measurement, analysis and improvement (Internal audits, process control, improvement continuous, corrective and preventive actions)


As a reference, it is worth mentioning that for a major undertaking the adequacy of current quality system to ISO 9000 guidelines and the subsequent certification is a process of approximately 18 months.

12) Other Quality Systems regulations:

For some industries in particular the requirements established by the ISO 9000 series fail to meet the minimum requirements for the category. The trend has been to keep the spirit of globalizing requirements for which, in these particular cases, have developed more demanding standards but that depart from the requirements of ISO. At each point, and only when market demands so marked, are added to the requirements of ISO particular considerations.

Such is the case of the automobile industry in the case of U.S. origin companies have adopted QS9000 Series (Ford, GM, Chrysler and manufacturers of large trucks) and in the case of European origin the equivalent series VDA-6.

13) Revisions, the future:

The constant evolution of the requirements would eventually turn into a standard ISO 9000 obsolete. In this sense, developed and implemented the ISO 9001-2000, replacing the series ISO 9000 - 1994 whose certifications have expired, as mentioned above at the end of 2003. This new series on one hand answered the ISO commitment to periodically review the standard and the other responds to the results of surveys of users of the 1994 version, whose most significant demands were:

1) 2) 3) 4) 5) 6)

Greater adaptability to any type of product and operational reach Further guidance on continuous improvement Greater orientation toward customer benefits Improved ease of adaptation and implementation Language friendlier Further guidance to process

Perhaps the weakest point of the 1994 series is that ensured that things were done correctly but not always the right thing was done. A clear sign that the new regulations understood this aspect is that she disappeared the term "assurance" of quality and appeared the term "management" of quality, which is a deep philosophical change.

The main differences between the two standards are:


1) 2) 3) 4) 5) 6) 7) 8) 9) 10) 11) 12)

Process-oriented structure and a more logical sequence of content Continuous improvement as an important step for improving the Quality Management System Significant increase in the role played by the Directorate Concept of "permissible exclusions" Measuring satisfaction / customer dissatisfaction as a measure of system performance Significant reduction in the number of documents Improved terminology Specific reference to Quality Management Principles Consideration of the benefits and needs of all stakeholders Process Capability Concept Determination of implicit and explicit expectations of customers Evaluation of training.

Following this evolutionary scheme and in this case seeking to achieve the unification of all the rules force for the automotive industry, this is QS9000, VDA, EAQF94, etc, ISO has completed Series production of ISO / TS 16949-1999 to guide quality systems of suppliers automotive on all continents.

ISO 14000 elements

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14) Management Systems Series ISO 14000:

Management PolicyManagement Policy EnvironmentalEnvironmental

PlanningPlanning

Environmental:

New Targets for Continuous Improvement

High Address Management ReviewManagement

Review

••Environmental AspectsEnvironmental Aspects ••Legal requirements andandothersOther legal requirements ••Objectives andandGoalsObjectives Goals ••Environmental Management ProgramsEnvironmental Management Programs

The impact of human activities on the environment is not a phenomenon of our time: "He took, therefore, the Lord God to man and left in the Garden of Eden to dress it and to keep it " Genesis 2, 15.

This passage from the Bible portrays man as an operator, but as an administrator. A exchange for the garden offers a great abundance of food to man, it must save it and prevent its destruction.

••Monitoring andandmeasurementsMonitoring measurements ••Nonconformities correct actions.Nonconformities correct actions. ••RecordsRecords ••EMS AuditsEMS Audits

Monitoring and CorrectionMonitoring and Correction

••Structure andandresponsibilitiesStructure responsibilities Implementation and OperationImplementation and Operation

••Training, knowledge andandcompetitivenessTraining, knowledge

competitiveness ••EMS DocumentationEMS Documentation ••Document controlDocument control ••Operational ControlOperational Control ••Preparation andandresponsestoemergenciesPreparing emergency responses


In the nineties, the understanding of the relationships between human activities and the environment temperature rose rapidly, as it was evident that environmental degradation is accelerated and, in some cases became permanent. This evidence combined with a better understanding by the public opinion, said that the environment constitute a theme in all types of institutions.

Requirements to Certify

BASE TO CERTIFYBASE TO CERTIFY COMPLIANCE WITH NATIONAL LEGISLATION, PROVINCIAL AND MUNICIPAL

One of the main steps in the establishment of the Environmental Management System is the development of a mechanism that allows the organization to maintain an awareness current legislation and planned to be, or should in future meet.

This is the spirit that inspired the development of the ISO 14000, this series is intended to provide organizations with the elements of a effective environmental management system that can be integrated with other management requirements, to achieve its environmental goals and economical.

Enhancing elements Continuous management environmental

Compliance with regalmentaciones national / local



The basis of the approach is based on the management model shown in the figure below. This standard principles shares common management system with ISO9000 Series Quality Systems with In order to be able to use as a basis for environmental management certification management system existing quality. In both systems consider quality management needs customers, environmental management systems are geared towards the needs of a wide range of stakeholders and the evolution of societal concerns for environmental protection atmosphere.

For the scope of the text and with the idea of leaving established the conceptual basis of this series, is transcribed the definition of objectives of the standard:

"This standard specifies the requirements to be met by the environmental management system, to allow that each organization makes its policy and objectives taking into account legal requirements and information concerning significant environmental impacts. It applies to those environmental aspects that the organization can control and over which it can be expected to have some influence. Not establishes specific environmental performance criteria.

The standard is applicable to any organization that wishes to:

a) Implement, maintain and improve an environmental management system, b) Ensure conformity with its stated environmental policy, c) Demonstrate such compliance to others, d) Seek certification / registration of its environmental management system by an external organization, e) Make a self-determination and self-declaration of compliance with this standard "

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15) National Quality Awards: (

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In many countries where institutions # $ Private and government have realized that the"( -) )only way to guarantee the continuity of its organizations, their competitiveness and their acceptability by consumers, customers and / or citizens, is to establish strategies for the dissemination, understanding and implementation of quality total as a concept of life at all levels of society, has implemented an award designed to reward and recognize those institutions and companies that have reached a level of such maturity of its quality system that makes them worthy of such a distinction: the National Award Quality.

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The first country to institute an award of this nature was Japan, where it is called Deming Prize. Today, this award is one of the highest honors that can be achieved in the Japanese business community. USA, in 1987, established the world famous Malcolm Award Baldrige, in memory of the Secretary of Commerce pushed for both productivity and quality their country. In 1992 Raymond Levy, a member of the European Foundation for Management of Quality and former Renault executive, instituted the European Quality Award.


Also in our country has been established by law the National Quality Award of Argentina. East award is overseen and promoted by the National Quality Award Foundation, which involved important benchmarks for the quality of our country as members or representatives of government departments. Annually both private and public organizations can participate as candidates for this award and are evaluated by a jury specially trained and trained to perform a thorough analysis of compliance with the requirements established in establishing the award.

How to reference and to give you an idea of the conceptual differences between the requirements of ISO 9001 and such awards, we can say that in addition to meeting the points Series set by ISO, a company wishing to compete for such awards should be given evidence of having systematized processes to:

a) b) c) d) e) f) g) h) i) j) k)

Manage the public responsibility Apply quality strategic planning Management of human resources Performance measurement and recognition Management of the morale and welfare of personnel Management of requirements and customer expectations Relationship Management with the customer Commitments to customers Determination of customer satisfaction Manage the results of customer satisfaction Comparisons of customer satisfaction (Benchmarking)

It is clear that the requirements of the National Quality Awards tend to:

1) Develop, communicate, share with standardize and maintain daily actions and events, new cultural values. 2) Plan the process overall strategic quality 3) Structuring the quality system with the strategic approach to ensure the continued effectiveness of the overall strategic quality. 4) Implement recognition and rewards programs. 5) Implement wellness programs and personal satisfaction measurement include satisfaction and improvement. 6) Clienting: Effectiveness in handling 7) Implement dissemination and exchange programs. (Operational or functional benchmarking and dissemination external quality serious event participating promote mutual enrichment of regional community, provincial, national and international).
