Introduction to a QMS – Student Manual

Exercises
This document includes instructions for the participant exercises. The exercises were
designed to provide participants with an opportunity to gain experience in
implementation strategies for a quality management system. Each exercise
describes the purpose, directions, and the allotted time for completion.

Keep in mind; there may be more than one “correct” answer for an exercise. Try to
identify the strongest or most direct answer in each case, and be prepared to
consider, defend, or rebuke alternate answers raised during class discussions.

Contents:

Exercise 1: The 8 Management Principles

Exercise 2: Describing Quality and ISO 9001:2008
Exercise 3: Understanding Process approach
Exercise 4: Case study: Home work – Documentation review
Exercise 5: Customer focus and Leader ship – identify applicable clauses
Exercise 6: Requirements of ISO 9001:2008 and the 8 Management Principles

Exercise 7: Cause and effect diagram

Exercise 8: Control chart

Exercise 9: Case study- Identify clauses with the case study material

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Exercise 1: The 8 Management Principles

Purpose:
To enable students to explain the 8 principles of quality management

Duration:
15 minutes small group work
15 minutes class discussion and feedback

Directions:
The instructor will break you into small groups. Read the excerpt of clause 0.2
Quality Management Principles from ISO 9000 provided in your Reference section.
Then review the features below and note the quality management principle they best
represent in the space provided. After about 15 minutes, the instructor will lead a
discussion about your solutions.

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Feature: Principle:
Systematically defining the activities necessary to obtain a desired
result.
Ensuring that data and information are sufficiently accurate and
reliable.

Employing a consistent organization-wide approach to continual

improvement of the organization's performance.

People understanding the importance of their contribution and role

in the organization.

Structuring a system to achieve the organization's objectives in the

most effective and efficient way.

Setting challenging goals and targets.

Focusing on the factors such as resources, methods, and materials

that will improve key activities of the organization.

Pooling of expertise and resources with partners.

Measuring customer satisfaction and acting on the results.

People accepting ownership of problems and their responsibility for

solving them.

Making data accessible to those who need it.

Ensuring that the objectives of the organization are linked to

customer needs and expectations.
Identifying, understanding and managing interrelated processes as
a system
Establishing a clear vision of the organization's future.

People evaluating their performance against their personal goals

and objectives.

Establishing relationships that balance short-term gains with long-

term considerations.

Recognizing and acknowledging improvements.

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Exercise 2: Describing Quality and ISO 9001:2008

Purpose:
To enable students to describe quality principles and relate them to ISO 9001:2008

Duration:
15 minutes individual work
15 minutes small group work
15 minutes class discussion and feedback

Directions:
First, take about 15 minutes to review the following sections of ISO 9001:2008:

• 0.1 General
• 0.2 Process approach
• 1.1 Scope

Then, meet with your small group to discuss how you might explain ISO 9001 to
someone who has not heard of it before. Discuss your description with your group
and record on flipchart paper. Be prepared to present your definition and explanation
back to the class.
Exercise Workspace

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Exercise 3
(Module – 3 & 4)

Understanding Process approach

Draw the Process diagram for the process nominated for

Your team by the tutor. In the diagram, show 3-4 main
Activities, a few important inputs, resources, outputs and
Objectives/ performance measures
Methodology: Syndicate work
Time allocated: 15 minutes for preparation and 15 minutes
For discussion

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Exercise 4
(Module – 3 & 4)

Case study: Home work – Documentation review

You are the lead auditor for conducting Third Party audit of
the QMS of Temple Syd Ltd to meet the requirements of ISO
9001.
• Carry out Document Review of the company’s Quality
Manual.
• List out your observations for requirements which are
not adequately covered
Methodology: Home work; will be discussed in the next session
Time allocated: 20 minutes for discussion

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Exercise 5
(Module – 3 & 4)

Customer focus and Leader ship – identify applicable

clauses

Principles.
• State how these principles have been used in ISO 9001
• List out at least six clauses of ISO 9001 which
demonstrate the use of each of these principles.
Methodology: Homework; will be discussed in the next
session
Time allocated: 20 minutes for discussion

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Exercise 6: Requirements of ISO 9001:2008 and the

8 Management Principles

Purpose:
To enable students to relate the requirements of ISO 9001:2008 to the
8 management principles

Duration:
20 minutes individual work
30 minutes group classroom discussion

Directions:
You will have 20 minutes to review the quality management principles below. With
your new knowledge of the ISO 9001:2008 standard, determine which clauses of the
standard relate to each principle. Then, meet with the entire class for a group
discussion on the exercise.

Customer Focus:

Leadership:

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Involvement of People:

Process Approach:

System Approach to Management:

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Continual Improvement:

Factual Approach to Decision Making:

Mutually Beneficial Supplier Relationships:

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Exercise 7
(Module – 5 & 6)

Cause and effect diagram

For each syndicate elect a leader and construct a cause

and effect diagram for one of the following effects as
decided by the tutor-
Bad coffee from the coffee dispenser used in the café
OR
Increased fuel consumption in motor vehicle used by
you or your friend
Methodology: Syndicate work
Time allocated: 30 Minutes

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Exercise 8
(Module – 5 & 6)

CONTROL CHART

Subgroup Number X R
1 20.35 0.34
2 20.40 0.36
3 20.36 0.32
4 20.65 0.36
5 20.20 0.36
6 20.40 0.35
7 20.43 0.31
8 20.37 0.34
9 20.48 0.30
10 20.42 0.37
11 20.39 0.29
12 20.38 0.30
13 20.40 0.33
14 20.41 0.36
15 20.45 0.34
16 20.34 0.36
17 20.36 0.37
18 20.42 0.73
19 20.50 0.38
20 20.31 0.35
21 20.39 0.38
22 20.40 0.32
23 20.41 0.34
24 20.40 0.30
25 20.39 0.33

If the above data is for a subgroup size of 4, determine the process

Capability
Methodology: Home work; to be discussed in the next session
Time allocated: 20 minutes for discussion

End of exercise

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Exercise -9 :
(Module 8)

Case study- Identify clauses with the case study material

Principles.
• State how these principles have been used in ISO 9001
• List out at least six clauses of ISO 9001 which
demonstrate the use of each of these principles.
Methodology: Homework; will be discussed in the next
session
Time allocated: 20 minutes for discussion

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