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AssignmentAssignment

Total Quality ManagementTotal Quality Management Submitted To: Mr.Abdul KaleemSubmitted To: Mr.Abdul Kaleem

Submitted by: Mubashar HussainSubmitted by: Mubashar Hussain Roll No. 309Roll No. 309--2205522055

B.Tech(4B.Tech(4thth Semester)Semester)

Hajvery University,LahoreHajvery University,Lahore

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ISO 9000ISO 9000

What is ISO 9000?What is ISO 9000?

How is ISO 9000 Being ImplementedHow is ISO 9000 Being ImplementedToday?Today?

ISO 9000 in DepthISO 9000 in Depth

What Makes ISO 9000 Work?What Makes ISO 9000 Work? Real World Example of ISO 9000Real World Example of ISO 9000

SummarySummary

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What is

ISO 9000?

What is

ISO 9000?

ISO 9000 is a standard in which to conductISO 9000 is a standard in which to conduct

businessbusiness

It is a set of rules which should be followedIt is a set of rules which should be followed

in order to meet the needs and understandin order to meet the needs and understand

the wants of customersthe wants of customers

The standard is genericThe standard is generic

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How is ISO 9000 BeingHow is ISO 9000 Being

Implemented Today?Implemented Today?

ISO 9000 is being used in manyISO 9000 is being used in many

organizations with mixed resultsorganizations with mixed results If an organization implements ISOIf an organization implements ISO

9000 in order to simply remain9000 in order to simply remain

competitive and without mutuallycompetitive and without mutuallybeneficial goals in mind, it willbeneficial goals in mind, it will

most likely fail in the long termmost likely fail in the long term

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ISO ImplementationISO Implementation Implementing ISO 9000 in anImplementing ISO 9000 in an

organization can be veryorganization can be very

beneficialbeneficial

The goal of this implementationThe goal of this implementation

is to achieve customeris to achieve customer

satisfaction at its highest levelsatisfaction at its highest level

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How can ISO 9000 be usedHow can ISO 9000 be used

in a business?in a business? ISO 9000 can benefit many industries,ISO 9000 can benefit many industries,

such as:such as:

BankingBanking

Health CareHealth Care

Manufacturing, etc.Manufacturing, etc. ISO 9000 isISO 9000 is genericgeneric, so it can be, so it can be

applied virtually anywhere!applied virtually anywhere!

Remember, ISO 9000 is just one partRemember, ISO 9000 is just one part

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How can ISO 9000 be usedHow can ISO 9000 be used

in business?(cont.)in business?(cont.)

To begin the process, aTo begin the process, a

commitment must be madecommitment must be made Once a commitment is made, whatOnce a commitment is made, what

should an organization do? Howshould an organization do? How

can the organization benefit fromcan the organization benefit fromimplementation of ISO 9000?implementation of ISO 9000?

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ISO 9000:

In Depth

ISO 9000:

In Depth

ISO is not an acronymISO is not an acronym

ISO is a name used for theISO is a name used for theInternational Organization forInternational Organization for

StandardizationStandardization The ISO was formed in 1947 inThe ISO was formed in 1947 in

Geneva, SwitzerlandGeneva, Switzerland

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ISO 9000:

In Depth (cont)

ISO 9000:

In Depth (cont)

ISO 9000 is a European StandardISO 9000 is a European Standard

The organization has two statedThe organization has two stated

objectives:objectives:

1.1. To promote development ofTo promote development ofstandardization to facilitate internationalstandardization to facilitate international

exchange of goods and services.exchange of goods and services.2.2. To promote cooperation inTo promote cooperation in

intellectual, scientific, technological, andintellectual, scientific, technological, andeconomic activity.economic activity.

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What are the parts ofISOWhat are the parts ofISO

9000?9000? ISO 9000 is composed of 5 different, butISO 9000 is composed of 5 different, but

related parts:related parts:

ISO 9000, 9001, 9002, 9003,ISO 9000, 9001, 9002, 9003,and 9004and 9004

ISO 9000 and 9004 are guidelines, whileISO 9000 and 9004 are guidelines, whileISO 9001, 9002, and 9003 are the categoriesISO 9001, 9002, and 9003 are the categories

in which a company may apply forin which a company may apply forcertificationcertification

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Part 1:

ISO 9000

Part 1:

ISO 9000

ISO 9000: Quality ManagementISO 9000: Quality Management

and Quality Assurance Standardsand Quality Assurance Standards Guidelines for Selection and UseGuidelines for Selection and Use

Written in order to determineWritten in order to determine

which category your organizationwhich category your organizationshould apply forshould apply for

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Part 2:

ISO 9001

Part 2:

ISO 9001

ISO 9001: Quality SystemsISO 9001: Quality Systems ModelModel

for Quality Assurance infor Quality Assurance inDesign/Development, Production,Design/Development, Production,

Installation, and ServicingInstallation, and Servicing

This is the category for companiesThis is the category for companieswhich are involved in manufacturing orwhich are involved in manufacturing or

the creation and delivery of a service.the creation and delivery of a service.

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Part 3:

ISO 9002

Part 3:

ISO 9002

ISO 9002: Quality SystemsISO 9002: Quality Systems

Model for Quality Assurance inModel for Quality Assurance inProduction and InstallationProduction and Installation

Companies who perform manyCompanies who perform many

functions, with the exception offunctions, with the exception ofdesign and development, maydesign and development, may

apply to this categoryapply to this category

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Part 4:

ISO 9003

Part 4:

ISO 9003

ISO 9003: Quality SystemsISO 9003: Quality Systems ModelModel

for Quality Assurance in Finalfor Quality Assurance in FinalInspection and TestInspection and Test

This category is useful for outside ofThis category is useful for outside of

the manufacturing sector, such as inthe manufacturing sector, such as indistributorsdistributors

ISO 9003 is being used less and mayISO 9003 is being used less and may

be dropped in the futurebe dropped in the future

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Part 5:

ISO 9004

Part 5:

ISO 9004

ISO 9004: Quality Management andISO 9004: Quality Management and

Quality System ElementsQuality System Elements

GuidelinesGuidelines

Used in order to help interpret theUsed in order to help interpret the

categories included inISO 9000categories included inISO 9000

certificationcertification

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ISO 9000 Structure ChartISO 9000 Structure Chart

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The costs of implementing ISOThe costs of implementing ISO

90009000 Implementing ISO 9000 can be beneficial,Implementing ISO 9000 can be beneficial,

but costly. The cost can be affected by:but costly. The cost can be affected by:

Multiple LocationsMultiple Locations

DesignDesign

NonNon--existence of a Qualityexistence of a Quality

ProgramProgram

Significant Corporate ChangesSignificant Corporate Changes

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The cost of registering forThe cost of registering for

ISO 9000ISO 9000

Registering for ISO 9000 createsRegistering for ISO 9000 creates

additional costs which vary basedadditional costs which vary based

upon:upon:

Design ResponsibilityDesign Responsibility

Number of LocationsNumber of LocationsSize of Facility in TermsSize of Facility in Terms

of Employmentof Employment

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OtherISO

ProgramsOther

ISO

Programs

ISO 9000:2000ISO 9000:2000

ISO 9000 upgraded for 2000ISO 9000 upgraded for 2000

ISO 14000ISO 14000

ISO 14000 is environmentalISO 14000 is environmentalcertification for ancertification for an organizationorganization

Not as prominent, asNot as prominent, asenvironmental issues are moreenvironmental issues are morecomplex than ISO 9000 issuescomplex than ISO 9000 issues

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RealW

orld ExamplesRealW

orld Examples FedExs worldwide ISO 9001FedExs worldwide ISO 9001

certification gives us a competitivecertification gives us a competitive

advantage in the global marketadvantage in the global market--place,place,

especially as more countries adoptespecially as more countries adopt

ISO standardsISO standards

--FedEx Chairman and CEOFedEx Chairman and CEO

Frederick W. SmithFrederick W. Smith

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Real World ExamplesReal World Examples

(cont.)(cont.) At IBM, the ISO 9000 standards haveAt IBM, the ISO 9000 standards have

proven to be a template for the creation ofproven to be a template for the creation ofa sound quality system, regardless ofa sound quality system, regardless of

whether the target market is located in thewhether the target market is located in theUnited States or overseas. By embarkingUnited States or overseas. By embarkingon the ISO 9000 journey, it is reasonable toon the ISO 9000 journey, it is reasonable toexpect lower costs, improved customerexpect lower costs, improved customersatisfaction, greater brand loyalty, andsatisfaction, greater brand loyalty, and

stronger market performance associatedstronger market performance associatedwith this quality effort. The ISO 9000with this quality effort. The ISO 9000quality process can be an important stepquality process can be an important stepon the road to total quality management.on the road to total quality management.

-- IBM Director of ISO 9000IBM Director of ISO 9000

Dr. Jack E. SmallDr. Jack E. Small

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Summary:ISO 9000Summary:ISO 9000

ISO 9000 is a standard in whichISO 9000 is a standard in which

organizations conduct businessorganizations conduct business

ISO 9000 has 5 partsISO 9000 has 5 parts

ISO 9000 is a generic standardISO 9000 is a generic standard

There are currently over 70,000There are currently over 70,000organizations registered for ISOorganizations registered for ISO

9000 certification9000 certification