quality

1. 1
Quality Standards &
Business Excellence Models

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Overview of Quality Standards &
Business Excellence Models

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• Generic standards
– Set by national/international certification
bodies as a guidance, development,
evaluation of a quality system in an org.
• Industry related standards
– Standards for a particular industry as the
basic requirements for purchasing
products/services. (defence, aerospace,
nuclear etc.)
Quality System Standards

4. 4
1. Formulation of Indian Standards
2. Certification Schemes
A) Product Certification
i) Mandatory Certification
ii) Hallmarking of Gold Jewellery
iii) Certification Schemes for Imported
Goods
iv) Eco Mark Scheme
Bureau of Indian Standards (BIS)

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B) System Certification
i) Quality System Certification
ii) Environmental Management System
Certification
iii) Hazard Analysis Critical Control
Point (HACCP) Scheme
Bureau of Indian Standards (BIS)

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The objectives of QCI are to:
• Establish an accreditation structure in the
country
• Provide information on Quality & related
standards
• Spread quality movement in India
Quality Council of India (QCI)

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Certifications:
ISO 9001: most comprehensive - for an
organization engaging in development /
design, production, installation and
servicing.
ISO 9002: This certification is provided to
organizations involved only in production
and installation of products / services.
ISO 9003: This certification is provided to
organizations involved only in final
inspection and testing.
ISO 9000

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Two documents for guidance:
ISO 9000: This document explains principle
concepts and applications, guide to
selection and use.
ISO 9004: This document explains principle
concepts and applications, guide to quality
management and quality system elements.
ISO 9000

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(Percent Agreeing)
1. Improvement in documentation
84.5%
2. Improvement in quality awareness
77.4%
3. Improvement in operating standards
74.5%
4. Improvement in perception of product
quality 64.7%
5. Everyone's responsibility became more clear
63.7%
Benefits of ISO 9000 certification

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Clauses of
ISO 9000:
2000

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“An audit is a systematic and
independent examination to
determine whether quality activities
and related results comply with
planned arrangements and whether
these arrangements are implemented
effectively and are suitable to achieve
objectives.”
Quality Audit

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“All those planned and systematic actions
necessary to provide adequate confidence
that a product or service will satisfy given
requirements for Quality.”
• “Quality is organization-wide”
• “Right first time”
• “Proper communication & cooperation”
Quality Assurance

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• First party quality audit (Internal audit)
• Second party quality audit (External
audit)
• Third party quality audit (Extrinsic
audit)
Types of Quality Audits

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1. If it is not written down, it did not
happen.
2. If the problem cannot be expressed in
the words of the standard (say ISO
9000), the contract or the procedure
manual you are auditing against, then
you do not have a nonconformance.
Golden Rules for Objective Evidence

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• Critical nonconformance
• Major nonconformance
• Minor nonconformance
Classifications of Nonconformance

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• Operational analysis
• Flow charting
• Matrix diagrams
• Checklists
Analytical Tools to Facilitate the Auditor

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Components of Operational Analysis

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Various Symbols used in Flowcharting

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A Flow
chart

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A Matrix Diagram in ISO 9000: 2000

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A Time Table used in ISO 9000: 2000
Audits

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A Checklist

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Clauses & Sub-clauses of ISO 14001

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COPC
2000
Gold

25. 25
The CII EXIM Bank Excellence Award
Model (EFQM Model)

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The 2005
Malcolm
Baldrige
Criteria
for
Business

27. Questions
• Select 2 companies (manufacturing and
services) with ISO 9000 certification. What
are the steps adopted by them?
• Select 2 companies (manufacturing and
services) with ISO 14000. What are the
steps adopted by them?
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