1. ISO 9001:2000 requirements

2. Issue 6/July 01 2
2
ISO 9001:2000 – Process Model
CUSTOMER’S
CUSTOMER
ISO 9001:2000 Quality
Management System
5.Management
Responsibility
7. Product
Realization
6. Resource
Management
8. Measurement
Analysis and
Improvements
Requirements
Satisfaction
Continual Improvement of
the Quality Management System
ConsumptionProduct

3. Continual improvement of the quality management system
Customer Customer
Requirements
Satisfaction
Management
responsibility
Resource
Management
Measurement,
analysis and
improvement
Product
realization
Product
outputinput
QUALITY MANAGEMENT PROCESS MODEL

4. 5. MANAGEMENT RESPONSIBILITY

5. 5.1 Management Commitment
Top management shall provide evidence of its
commitment to the development and implementation of the
quality management system and continually improving its
effectiveness by:-
a) Communicating to the organization the importance of meeting
customer as well as statutory and regulatory requirements.
b) Establishing the quality policy.
c) Ensuring that quality objectives are established.
d) Conducting management reviews.
e) Ensuring the availability of resources.

6. 5.2 Customer Focus
Top management shall ensure that customer
requirements are determined and are met
with the aim of enhancing customer
satisfaction.

7. 5.3 Quality Policy
 Top management shall ensure that the quality policy:-
a) Is appropriate to the purpose of the organization.
b) Includes a commitment to comply with requirements and continually
improve the effectiveness of the quality management system.
c) Provides a framework for establishing and reviewing quality
objectives.
d) Is communicated and understood within the organization, and
e) Is reviewed for continuing suitability.

8. 5.4 Planning

9. 5.4.1 Quality objectives
Top management shall ensure that quality
objectives, including those needed to meet
requirements for product , are established at
relevant functions and levels within the
organization. The quality objectives shall be
measurable and consistent with the quality
policy.

10. Objectives
 Shall follow SMART Rule:
–Specific
–Measurable
–Attainable
–Relevant
–Time-framed

11. 5.4.2 Quality management system
planning
 Top management shall ensure that:-
a) The planning of the quality management system is carried out in
order to meet the requirements given in 4.1, as well as the quality
objectives, and
b) The integrity of the quality management system is maintained when
changes to the quality management system are planned and
implemented.

12. 5.5 Responsibility, Authority and
Communication

13. 5.5.1 Responsibility and authority
Top management shall ensure that
responsibilities and authorities are
defined and communicated within the
organization.

14. 5.5.2 Management representative
 Top management shall appoint a member of
management who, irrespective of other responsibilities,
shall have responsibility and authority that includes:-
a) Ensuring that processes needed for the quality management
system are established, implemented and maintained,
b) Reporting to top management on the performance of the quality
management system and any need for improvement, and
c) Ensuring the promotion of awareness of customer requirements
throughout the organization.

15. 5.5.3 Internal communication
Top management shall ensure that
appropriate communication processes
are established within the organization
and that communication takes place
regarding the effectiveness of the
quality management system.

16. 5.6 Management Review
5.6.1General
 Top management shall review the organization's quality management
system, at planned intervals, to ensure its continuing suitability,
adequacy and effectiveness. This review shall include assessing
opportunities for improvement and the need for changes to the quality
management system, including the quality policy and quality objectives.
 Records from management reviews shall be maintained (see 4.2.4).

17.  The input to management review shall include
information on:-
a) Results of audits,
b) Customer feedback,
c) Process performance and product conformity,
d) Status of preventive and corrective actions,
e) Follow-up actions from previous management reviews,
t) Changes that could affect the quality management system, and
g) Recommendations for improvement.
5.6.2 Review input

18. 5.6.3 Review output
 The output from the management review shall
include any decisions and actions related to…..
a)Improvement of the effectiveness of the quality
management system and its processes,
b)Improvement of product related to customer
requirements, and
c)Resource needs.

19. Issue 6/July 01 19
5 MANAGEMENT
RESPONSIBLITY
5.1: Management Commitment 5.2: Customer Focus
5.3: Quality Policy
5.4: Quality Objective & Planning
5.5.2: Management Representative
5.5.3: Internal Communication
5.6: Management Review
5.5: Responsibility, Authority and Communication5.5: Responsibility, Authority and Communication
New
New
New New
5.5.1: Responsibility & Authority

20. Issue 6/July 01 20
5 MANAGEMENT RESPONSIBILITY
Setting Quality Policy
Establishing Quality
Objectives
Participating in Quality Reviews &
Meetings
Motivating & Involving people
Providing Resources
Supporting Quality Initiatives &
Programs
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Quality Planning
5.5 Responsibility, Authority &
Communication
5.6 Perform Management Reviews

21. Issue 6/July 01 21
• Identify customer
requirements.
• Meet customers’
requirements.
• Enhance customer
satisfaction.
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Quality Planning
5.5 Responsibility, Authority &
Communication
5.6 Perform Management Reviews
5 MANAGEMENT RESPONSIBILITY

22. Issue 6/July 01 22
5.2 CUSTOMER FOCUS
Organization’sOrganization’s
ProcessesProcesses
Organization’sOrganization’s
ProcessesProcessesInputs
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Complaints
Feedback
IDENTIFY &
REVIEW
MONITOR &
MEASURE

23. Issue 6/July 01 23
• Define the organization’s quality
policy.
• Manage the organization’s
quality policy.
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Quality Planning
5.5 Responsibility, Authority &
Communication
5.6 Perform Management Reviews
All staff of TMA understand and meet or
exceed, community requirements so as to
provide timely, services, thereby assisting
our government to better serve the
people.
Quality Policy
Signature
5 MANAGEMENT RESPONSIBILITY

24. Issue 6/July 01 24
5.3 QUALITY POLICY
COMMITMENT
MEETING
REQUIREMENTS
CONTINUAL
IMPROVEMENT
QUALITY
POLICY

25. Issue 6/July 01 25
QUALITY POLICY
 We, at <XYZ>, fully realize and recognize the importance of achieving maximum
satisfaction and confidence of our customers by consistently providing quality fabrics
in accordance with their needs and expectations.
 Our commitment to quality is driven by the following guiding principles:
 MEETING OR EXCEEDING CUSTOMERS’ NEEDS & EXPECTATIONS: Customer
requirements and expectations will be determined, reviewed, and incorporated in our
products & processes, and customer satisfaction will be regularly monitored.
 COMPLIANCE WITH LEGAL & REGULATORY REQUIREMENTS: We will strictly
adhere to any legal and regulatory requirements that subscribe to our products or
activities.
 CONTINUAL IMPROVEMENT: We will continually strive to minimize our rejections
and wastage, and improve the efficiency and effectiveness of our processes and
services.
 EMPLOYEE’S DEVELOPMENT & INVOLVEMENT: Every employee is responsible
for maintaining and improving quality in his work function. Employees assigned to the
job will be competent on the basis of their relevant qualification and experience, and
will be regularly trained to enhance their skills. Understanding of Quality Policy and
awareness of compliance with requirements and procedures will be communicated to
all employees.
________________________
Chief Executive

26. Issue 6/July 01 26
QUALITY POLICY
We, the TMA DG Khan are fully committed to achieve maximum
satisfaction of our community by delivery quality service, right the first
time, on time, in accordance with their needs and expectations.
Our commitment to quality excellence is based on the following guiding
principles:
 Meeting or exceeding community’ needs & expectations
 Compliance with all legal & regulatory requirements that apply to our
service
 Reduction in wastage
 Continual improvement
 Employee’s development & involvement
________________________
Chief Executive

27. Issue 6/July 01 27
• Formulate quality objectives.
• Plan quality management
system.
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Quality Planning
5.5 Responsibility, Authority &
Communication
5.6 Perform Management Reviews
5 MANAGEMENT RESPONSIBILITY

28. Issue 6/July 01 28
5.4 PLANNING
SPECIFIC
MEASURABLE
ACHIEVABLE
REALISTIC
TIME-BOUND
QUALITY
OBJECTIVES
Rejection Rate = ??
Rework rate = ??
Failure rate = ??
On-time delivery = ??
Response time = ??
Complaints = ??

29. Issue 6/July 01 29
• Define responsibilities, authorities and
communicate them.
• Appoint a management
representative.
• Establish internal communications.
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Quality Planning
5.5 Responsibility, Authority &
Communication
5.6 Perform Management Reviews
5 MANAGEMENT RESPONSIBILITY

30. Issue 6/July 01 30
5.5 Responsibility,
Authority & Communication
Defining responsibilities & authorities in
the form of:
• Organizational Charts
• Job Descriptions
Appointing the ISO 9001 Project
Coordinator, called Management
Representative (MR)
Establishing Internal Communication
Channels, which may include:
• intranet, memos, internal meetings,
emails, phones, etc.

31. Issue 6/July 01 31
• Review quality management
system.
• Examine management review
inputs.
• Generate management review
outputs.
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4 Quality Planning
5.5 Responsibility, Authority &
Communication
5.6 Perform Management Reviews
5 MANAGEMENT RESPONSIBILITY

32. Issue 6/July 01 32
5.6 Management review
5.6.1 General
Top management shall review the organization's quality
management system, at planned intervals, to ensure its
continuing suitability, adequacy and effectiveness. This
review shall include assessing opportunities for improvement
and the need for changes to the quality management
system, including the quality policy and quality objectives.
Records from management reviews shall be maintained
(see 4.2.4).

33. Issue 6/July 01 33
5.6 MANAGEMENT REVIEW
TopTop
ManagementManagement
ReviewReview
MeetingMeeting
TopTop
ManagementManagement
ReviewReview
MeetingMeeting
Results of Audits
Complaints/Feedback
Product Quality Status
Pending Actions
External Market Status
Improvement Suggestions
Revision of policy
Revision of objectives
Corrective Actions
Improvement Actions
Resource needs
INPUTSINPUTS OUTPUTSOUTPUTS