Overview

Customers are getting more sophisticated, better informed and their expectations are growing. For any business, the only way to keep up is to offer a real commitment to quality. In fact any organization, whatever their size or industry sector can give themselves a real future in a marketplace by using a well planned and documented quality management system (QMS) such as ISO 9000. Benefits of registration are: greater responsibility and quality consciousness amongst staff better use of time and resources reduced wastage and product failure greater consistency and traceability of products and services.

What is a QMS?
A quality management system is a common sense, well documented system that ensures consistency and improvement of working practices, including the products and services produced. They are based on standards, which specify a procedure for achieving effective quality management. ISO 9000 is the most commonly used international standard that provides a framework for a quality management system.

What is ISO 9000?

ISO 9000 is a generic name given to a family of standards developed to provide a framework around which a quality management system can effectively be based. The ISO 9000 family of standards was revised in December 2000. These pages refer to ISO 9000:2000 as opposed to ISO 9000:1994, the previous version. ISO 9001:2000, the requirement standard, includes the following main sections: 1. 2. 3. 4. 5. Quality Management System Management Responsibility Resource Management Product Realization Measurement Analysis and Improvement

What does it mean to me? In order to use ISO 9000 to the fullest in helping you to manage your organization's processes there are a number of steps to take: first you need to define what you do and how your organization goes about its business, then capture this in a documented system, and you have to do what you say you do, then make sure you do it effectively, and lastly demonstrate this to your stakeholders through registration.

Differences between ISO 9000:1994 and ISO 9001:2000

The ISO 9000:2000 series was created after extensive consultation with users. It is simpler, more flexible for organizations to adopt and embraces the use of Plan-Do-Check-Act principles and Process Management.

The single most significant change to ISO 9001 is the movement away from a procedurally based approach to management (stating how you control your activities) to a process based approach (which is more about what you do). This shift enables organizations to link business objectives with business effectiveness more directly. The revitalized standard focuses not only on the familiar clauses of the ISO 9000 series, but extends them to view the organization as a series of interacting processes - the very processes which produce the products and services customers buy. ISO 9001:2000 includes the following main sections:

1. Quality Management System - an organization needs to ensure that it has established what its processes
are, how they interact with each other, what resources are required to provide the product and how the processes are measured and improved. When the above has been established then a system for the control of documentation has to be established together with the Quality Manual and controls for looking after records. Management Responsibility - the management at the highest level in the organization will need to be conversant with this important section of the standard. It is their responsibility to set policies, objectives and review the systems, as well as communicating the effectiveness of the systems within the organization. Resource Management - more emphasis has been placed on the resources the organization needs to ensure that the customer receives what has been agreed. It covers not only people but also physical resources such as equipment premises and any support services required. Product Realization - this section covers the processes that are needed to provide the product/service. These processes cover activities such as taking the instruction from the customer, the design and development of products, the purchasing of materials and services and the delivery of the products and services. Measurement Analysis and Improvement - carrying out the measurement of the products, customer satisfaction, the management systems and ensuring continual improvement of the systems are vital to the management of the systems.

2. 3. 4.

5.

In comparison with the original standard, the revised standard: applies to all product categories, sectors and organizations reduces the required amount of documentation connects management systems to organizational processes is a natural move towards improved organizational performance has greater orientation towards continual improvement and customer satisfaction is compatable with other management systems such as ISO 14001 is capable of going beyond ISO 9001:2000 in line with ISO 9004:2000 in order to further improve the performance of the organization.

Implementing a Quality Management System

There are key steps that every company implementing a QMS will need to consider: Purchase the Standard Before you can begin preparing for your application, you will require a copy of the standard. You should read this and make yourself familiar with it. Review support literature and software There are a wide range of quality publications and software tools designed to help you understand, implement and become registered to a quality management system. Assemble a team and agree on your strategy You should begin the entire implementation process by preparing your organizational strategy with top management. Responsibility for a QMS lies with Senior Management, therefore it is vital that Senior Management is involved from

the beginning of the process. Consider Training Whether you are the Quality Manager seeking to implement a quality management system or a Senior Manager who would like to increase your general awareness of ISO 9001:2000, there are a range of workshops, seminars and training courses available. Review Consultancy Options You can receive advice from independent consultants on how best to implement your quality management system. They will have the experience in implementing a QMS and can ensure you avoid costly mistakes. Choose a registrar The registrar is the 3rd party, like BSI, who come and assess the effectiveness of your quality management system, and issue a certificate if it meets the requirements of the standard. Choosing a registrar can be a complex issue as there are so many operating in the market. Factors to consider include industry experience, geographic coverage, price and service level offered. The key is to find the registrar who can best meet your requirements. A great place to start is by contacting us. Develop a Quality manual A Quality manual is a high level document that outlines your intention to operate in a quality manner. It outlines why you are in business, what your intentions are, how you are applying the standard and how your business operates. Develop support documentation This is typically a procedures manual that supports the Quality manual. Quite simply, it outlines what you do to complete a task. It describes who does what, in what order and to what standard. Implement your Quality Management System The key to implementation is communication and training. During the implementation phase everyone operates to the procedures and collects records that demonstrate you are doing what you say you are doing. Consider a pre-assessment A pre-assessment by your registrar normally takes place about 6 weeks into the implementation of the quality system. The purpose of the pre-assessment is to identify areas where you may not be operating to the standard. This allows you to correct any areas of concern you may have before the initial assessment. Gain registration You should arrange your initial assessment with your registrar. At this point the registrar will review your QMS and determine whether you should be recommended for registration. Continual assessment Once you have received registration and been awarded your certificate, you can begin to advertise your success and promote your business. To maintain your registration, all you need to do is continue to use your quality system. This will be periodically checked by your registrar to ensure that your Quality System continues to meet the requirements of the standard.

Standards
There are a number of different standards in the ISO 9000 family. Due to the transition from 1994 to 2000 editions several standards are under review. Please ask your standards provider for specific details. Registration of a Quality Management System is to the requirements set out in ISO 9001. All the other standards in the family have been written to help you implement an effective quality management system and ultimately help you gain registration. Standard Number Standard Title ISO 9000 (*) Quality Management Systems fundamentals and vocabulary installation and servicing

ISO 9001 (R) ISO 9004 (*) ISO 19011 (+)

Quality Management Systems requirements Quality Management Systems guidelines for performance improvement Guidelines on Quality and Environment Management Systems Auditing

Key: (R) - The requirement standard (*) - Recommended reading (+) - Due to be published later this year The ISO 9000 series of standards can be purchased through British Standards Online by contacting BSI Customer Services in the UK on +44(0) 20 8996 9001 or by emailing infoindia@bsi-global.com.

Training
A comprehensive programme of training courses covering every aspect of ISO 9001:2000 is offered throughout the Asia Pacific Region: Understanding ISO 9001:2000 provides an ideal introduction to the broad topic area of quality standards and certification. Quality Systems Documentation provides practical guidance on how to write readable and usable documents for Quality Management Systems. Implementing ISO 9001:2000 is a hands-on, workshop-styled training program covering all the basic disciplines needed and the approaches that should be used when putting ISO 9000 into practice. ISO 9001:2000 Internal Auditor is a course that provides comprehensive training in the proven techniques and accepted methods used for internal auditing. ISO 9001:2000 Lead Auditor is an IRCA accredited ( IRCA Reference No. A17070 ) Course that ensures a lead auditor thoroughly understands the role and acquires the expertise needed to perform the audit role effectively. ISO 9001:2000 Transition Course for Quality Professionals is intended for auditors wishing to receive training in the revised principles of the new ISO 9000 management standard.

QMS Registration
DownLoad QMS Brochure Registration to ISO 9000 takes place when an accredited 3rd party such as BSI Mangement Systems visits an organization, assesses the management system and issues a certificate to show that the organization abides by to the principles set out in ISO 9001:2000. Your Quality Management Systems certificate is a sign of acceptability which saves you having to prove your quality standards to discriminating customers. ISO 9000 speaks an international language.

Why do I need registration? Gaining registration to ISO 9000 through BSI Management Systems will help your organization flourish. Whether you are looking to operate internationally or to expand locally to accommodate new business, ISO 9000 will help you demonstrate to customers that you have a commitment to quality. The regular assessment process will ensure you continually use, monitor and improve your processes. Registration can improve overall performance, remove uncertainty and widen market opportunities.

At BSI Mangement Systems, we have a structured route to registering to ISO 9001:2000. The BSI route to registration is designed to make your experience easy and reassuring, with minimal disruption to your own core activity.