Você está na página 1de 22

Quality Specifications

A specification is a set of requirements to be satisfied


by a material, product, or service.

If a material, product or service fail to meet one or more


of the applicable specifications, it may be referred to as
being out of specification.

Under specification or over specification are used when


something is worse or better than specified there is
only a notion of "in spec" or "out of spec", not "better"
or "worse".
Conformance to
specifications

How well a product or service meets the targets and


tolerances determined by its designers.

IncaseofanAirlineservice,ifontimearrivalofaflightisspecifiedaswithin15
minutesofscheduledtime,thetargetisscheduledtimeandtoleranceis+15
minutes.
Fitness for use

How well product or service does


what it is supposed to.

Eg:-A.C.,WaterCooler
Value for price paid

Qualitydefined in terms of product or


service usefulness for the price paid.
Support services

Quality
defined in terms of the support
provided after the product or service is
purchased.
Psychological criteria

A way of defining quality that focuses


on judgmental evaluations of what
constitutes product or service
excellence.

e.g.:-aHospitalpatientmayreceiveaveragehealthcare,butaveryfriendlystaffmay
leavetheimpressionofhighquality.Similarly,wecommonlyassociatecertainproducts
withexcellencebecauseoftheirreputation.
Introduction to
ISO 9000 Standards
A few words about ISO

Refer to ISO not I-S-O


Because ISO is not a set of initials but an
international name
Derived from the Greek word
isos meaning equal
International Organization for
Standardization
Who is ISO?
ISOis an international agency consisting of
156 member countries.
ISO was formed in Geneva, Switzerland in1947.
Itis an NGO that develops international
standards to foster increased trade of products
and services
By July 2005, ISO had published over 15,000
standards
What is ISO 9000?
A set of standardized requirements for
quality management system

Applicable to any organization regardless of


its size or whether public or private sector

Asat December 2004 over 670,399


companies had received certification from
70,364 in 1994.
The ISO 9000 Family
Four Primary standards
ISO 9000:2005, QMS Fundamentals
and Vocabulary
ISO 9001:2000, QMS Requirements
ISO 9004:2000, QMS Guidelines for
performance improvements
ISO 19011:2002, Guidelines on quality
and/or environmental systems auditing
ISO 9000:2005 Vocabulary
(examples)
Process set of interrelated or interacting activities
which transform inputs into outputs
Product result of a process
Top management a person or group of people who
direct and control an organization at the highest level
Requirement need or expectation that is stated,
generally implied or obligatory
Customer satisfaction customers perception of the
degree to which the requirements have been fulfilled
ISO 9001:2000

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

Based on Quality Management principles as the


philosophy.

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:-

An internationally recognised QMS


Increased opportunities in specific
markets
Increased customer satisfaction

Você também pode gostar