3. In this session, you will:
Understand key changes in ISO 9001:2015
Learn 8 key quality principles of the standards
Learn the characteristics of customer-focused organization
Understand important aspect of leadership to establish a purpose and direction of
the company
Learn changes from the elements to processes in ISO 9001:2015
Objectives
3
4. Content
ISO9001:2015 – Key Principles
Key changes
ISO 9001:2015 Quality Principles
Customer Centric View
Customer Focused Organization
Leadership
Involvement of People
Process Approach
Process We Need to Manage
ISO 9001:2015 Process Approach
Improvement
Evidence Based Decision Making
Mutually Beneficial Supplier
Relationships
Tools for excellence
4
5. 5
ISO 9001:2015 – Key Principles
• Typically, an industry sector or group communicates the need for a standard
Respond to a need in the market
• Subject experts negotiate all aspects of the standard, including its scope, key
definitions and content and methodology and hence it provides a global
benchmark
Are based on global expert opinion
• As includes multi stakeholders, it brings a common agreed platform
Developed through a multi-stakeholder process
• Since there is a consensus, its implementation by all stakeholders is easy
Based on a consensus
ISO standards…
6. 6
ISO 9001:2015
Key Changes
Doing away with
quality manual
requirements
Emphasis on
organization
context and risk
based
management
No requirement
of management
representative
New standard
does not make
any reference to
the exclusions
ISO 9001:2015 – Key Changes
7. 7
ISO 9001:2015 – Quality Principles
• Understand current & future customer needs and strive to exceed
expectations.
Customer Focus
• Establish purpose, direction and the environment in which employees can
become fully involved in achieving organizational objectives.
Leadership
• Involve all employees at every level, enabling each person to utilize his/her
abilities to benefit the organization.
Involvement of People
• Use processes to manage resources and activities to achieve efficient
results.
Process Approach
• An ongoing and permanent objective.Improvement
• Manage by data/fact.Factual Approach to Decision Making
• Create value by developing mutually beneficial & interdependent
partnerships.
Mutually Beneficial Supplier
Relationships
8. 8
Customer Centric View
This is highlighted explicitly by including a clause statement:
“Organizations depend on their customers and therefore should
understand current and future customer needs, should meet customer
requirements and strive to exceed customer expectations.”
9. 9
Customer Centric View
•Consider current and future needs of the customer
and strive to exceed their expectations
Customer Needs
and Expectations
•Their requirements
•Perceptions
•Expectations
•And complaints
Voice of the
Customer
•The standard guides through a process
•To understand the needs of the customer
•And convert the needs into a set of design and
manufacturing or service requirements
Standardized
Process
10. 10
Customer Centric View
Prioritize spoken and unspoken customer wants
and needs.
Translate these needs into technical
characteristics and specifications.
Build and deliver a quality product or service by
focusing everybody toward customer
satisfaction.
Organization will have to strive to:
11. 11
Customer Centric View
How are customer requirements, expectations and preferences determined?
How are key product/service features determined and are they relevant to the customer?
What is the company’s approach to listening and learning from customers and potential customers,
and is it updated with changes in the marketplace?
How is information collected from the customer used to understand and anticipate needs and
opportunities?
Organization will have to address…
12. 12
Check Your Understanding
Customer satisfaction
Employee satisfaction
Skill enhancement
Environmental issues
The objective of ISO 9000 Quality Management is:
13. In this lesson, you learned that:
ISO standards…
Respond to a need in the market
Are based on global expert opinion
Developed through a multi-stakeholder process
Based on a consensus
The key quality principles are:
Customer focus
Leadership
Involvement of people
Process approach
Improvement
Factual approach to decision making
Mutually beneficial supplier relationships
The major components of a Quality Management System are:
Customer needs and expectations
Voice of the customer
Standardized process
14
Summary
Hinweis der Redaktion
This video is only illustrative. A similar video of small duration can be put here as a session opener and to introduce the meaning of ‘Quality’.
VO:
At the end of this session, you will be able to:
Define Leading and lagging indicators
Identify the basic Drivers of Sales Growth
Manage the drivers of sales growth achieve better sales results
Let us first understand the concept of Lead indicators and Lag indicators.
Click next to continue.
VO:
At the end of this session, you will be able to:
Define Leading and lagging indicators
Identify the basic Drivers of Sales Growth
Manage the drivers of sales growth achieve better sales results
Let us first understand the concept of Lead indicators and Lag indicators.
Click next to continue.
VO
One of the strengths of ISO standards is that they are created by the people that need them.
Getting involved in this process can bring significant advantages to your business.
ISO 9001:2015 will bring in many core changes to earlier standards with specific focus to:
Harmonize Management System Standards Such as QMS, EMS, EnMS, ISMS, FSMS, ITMS and OHMS
Eliminate Unnecessary Documented Procedures Requirement
Introduce Risk Based Thinking
Introduce Common Text, Common Structure and Common Terms
Click next to continue.
The first thing a Quality Management System needs to address is customer focus and satisfaction. Understand the needs of the customers and how we can meet or exceed these needs.
The second most important aspect is leadership to establish a purpose and direction of the company and to involve the employees
To achieve the goals and objectives of the system, we must include the employees in the objectives and tie these objectives to their performance.
One of the major changes in the ISO 9001-2000 system is a change from the elements to processes.
The system needs to be viewed as a group of processes that control our company. The system approach to management helps us improve by identifying and understanding efficiency and effectiveness. How effective are the training programs, corrective actions? We need to continually improve the system, the processes and the products. Managing with data instead of speculation. Data is key to making good decisions. Supplier relationships are key to our process improvements by supplying product or services on time and with the best quality.
One of the major components of a Quality Management System is to provide customer focus and satisfaction. Identify customer needs and then determine ways to exceed those needs. Determining the customer’s future needs is difficult, but first we need to understand their present needs and how we can meet those and find ways to exceed these expectations and requirements.
Are customer complaints used to improve the processes?
Are complaints reviewed in the management reviews?
Collect Information on customer needs and expectations through different methods (e.g. complaints, returns, surveys, focus groups, customer visits, communication)
What is most critical/important?
What are customer expectations?
Top management will make sure that customer requirements and applicable statutory and regulatory requirements are determined and met.
Top management will make sure that risks and opportunities affecting products, services, and customer satisfaction are determined and acted upon.
Top management will make sure that the organization focuses on creating customer satisfaction.
Thus, a line of sight from Voice of customer (VOC) to Voice of process is created. Unfortunately, many organizations collect the VOC and cannot relate it back to the underlying processes. This constitutes a major disconnect and presents a serious situation for the organization to overcome. We must address the basic question as to whether or not these processes are capable of meeting customer and business requirements.
Responsibility of the organization to the customer focus
• Making sure the organization understands customer requirements including those that relate to how a product or service meets legal requirements.
• consider risks and opportunities to customer satisfaction and this requires top managers to lead the organization in demonstrating that these have been considered.
• Improving levels of customer satisfaction.
Check Your Understanding
Check Your Understanding
VO
In this lesson, you learned that:
ISO standards…
Respond to a need in the market
Are based on global expert opinion
Developed through a multi-stakeholder process
Based on a consensus
The key quality principles are:
Customer focus
Leadership
Involvement of people
Process approach
Improvement
Factual approach to decision making
Mutually beneficial supplier relationships
The major components of a Quality Management System are:
Customer needs and expectations
Voice of the customer
Standardized process