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IncaseofanAirlineservice,ifontimearrivalofaflightisspecifiedaswithin15
minutesofscheduledtime,thetargetisscheduledtimeandtoleranceis+15
minutes.
Fitness for use
Eg:-A.C.,WaterCooler
Value for price paid
Quality
defined in terms of the support
provided after the product or service is
purchased.
Psychological criteria
e.g.:-aHospitalpatientmayreceiveaveragehealthcare,butaveryfriendlystaffmay
leavetheimpressionofhighquality.Similarly,wecommonlyassociatecertainproducts
withexcellencebecauseoftheirreputation.
Introduction to
ISO 9000 Standards
A few words about ISO
0 Introduction
1 Scope
2 Normative reference
3 Terms and definitions
4 Quality Management system
5 Management responsibility
6 Resource Management
7 Product realization
8 Measurement, analysis & improvement
How to use ISO 9000 family
ISO9000 to comprehend the principles of
quality management, function of quality
management and correct use of terms.
ISO
9001 to assess a QMS or specify
common requirements for a QMS.
ISO 9004 to improve the QMS.
ISO9011 to manage an internal and
external audit programme.
Features of ISO 9000
standards
Emphasis on processes
Employs QMS process model
Embraces the spirit of Continual Improvement
The Process Approach
The Plan-Do-Check-Act cycle, also known
as the Deming Cycle
A dynamic cycle that is deployed
to organizations processes
Associated
with the planning,
implementation, control and continual
improvement
Process Approach (P-D-C-A)
Plan: establish the objectives and processes
necessary to deliver results in accordance
with customer requirements and the
organization's policies;
Do: implement the processes;
Check: monitor and measure processes and product
against policies, objectives and
requirements for the product and report the
results;
Act: take actions to continually improve process
performance;
BENEFITS OF IMPLEMENTATION OF ISO 9000
QMS
To operate efficiently
To achieve customer satisfaction
To improve financial results
Satisfy all the stakeholders
Internal benefits include:-
Increased productivity
Less scrap and rework
Increased employee satisfaction
Continual improvement
Increased profits
EXTERNAL/MARKETING BENEFITS
INCLUDE:-