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Lecture 5

Introduction to ISO 9000 Standard

International Process Standards

What is an international standard?

Why ISO 9000 was developed?

ISO 9000

Published in 1987. Versions: 1987, 1994, 2000 and 2008 A standard that most organizations desire. Organizations had their own internal quality standards. Act as a discriminator.

Motivation for ISO 9000


Name

three reasons why a company

should consider implementing the ISO 9000 quality standard?

ISO 9000 Quality Group


Responsibilities

of the quality group:

Perform audits of projects, subcontractors and departments.

Promote awareness and culture of quality. Communicate quality system to the staff. Perform customer satisfaction surveys. Monitor effectiveness of processes.

ISO 9000 :2000 Version

What is the main objective of this version? Places emphasis on processes. Standards :
1. ISO 9000 : 2000 2. ISO 9001 : 2000 3. ISO 9004 : 2000

Implementation of ISO 9000: 2000


Awareness Training Readiness Assessment Contact Registrar Establish Team Track Action Plan/ Status Official Assessment Celebrate
Establish ISO 9000 Status

Prepare Action Plan Complete any Actions ISO 9000 Certificate

Five Clauses of ISO 9000:2000


Quality

management system responsibility

Management Resource

management service realization analysis and improvement

Product or

Measurement,

1. Quality Management System


Requires

the production of the documented procedures required by the ISO 9000 standard. Clauses Quality Manual Control of Documents Control of Records

Sub

QMS Sub Clauses


Quality

Manual

o Provides:

Details of the quality policy. Key goals and initiatives to achieve customer satisfaction.

An organization chart to show where quality fits into the organization.

o Considered

as a startingoff point.

QMS Sub Clauses cont.


Control

of documents : Organization define the Document Control Procedure. of records: review records

Control

Management
Project

deliverables of verification

Records

2. Management Responsibility

Sub clauses Management commitment


Customer focus Quality policy Planning Responsibility, authority & communication Management review

Management Commitment
Commitment

of the management is

fundamental.
Need

to be committed to:

Establishing & communicating the quality policy. Establishing the quality objectives. Participating in management reviews etc.

Customer Focus
Concerned Requirement

with - Right customer requirements. gathering process

Effective in gathering correct requirements


Software

development process

Effective in delivering high quality software Product should match or exceeds the customer expectations.

Quality Policy
Express:

Core values the organization has on software quality.

Organizations commitment to quality.

Periodically review the quality policy.

Quality Policy Example


Quality Policy
Our policy is to provide software that matches or exceed customer satisfaction Customer satisfaction is a core value of our company We are dedicated to continuous improvement to serve our customers better

Planning
Identify

the quality objectives.

Examples:

3.4 defects per million lines of software code. 100% of critical customer problems addressed within 24 hours. 100% of all serious customer problems addressed in 2 days.

Planning Cont.
Plan

for quality. includes:

Planning

Developing state of art software processes. Developing inspection & review processes. Implementing an improvement program. Developing a rigorous test process. Implementing an audit program etc.

Management Reviews
Purpose

Assess the adequacy of the QMS. Address any weaknesses in the system.

Input

to the review process

Follow-up of action items from last review. Results of audits and customer feedback. Product and process metrics.

Management Reviews cont.

Outputs of the review process


Improve Address Assist

QMS efficiency. resource issues.

in meeting customer requirements.

3. Resource Management
Sub

Clauses:

Provision of resources Human resources Infrastructure Work environment

Back

Provision of Resources
Make sure that the organization determines the
resources needed to implement the QMS.
Resources

People, buildings computers etc.

Need

a plan For future resource needs. To enhance the competence of people. To develop leadership skills for future managers.

Need to identify resource needs & its provision.

Human Resources
HR management functions play a key role. Investigate the reasons why people leave
the organization.

Several processes are needed for:


Employee appraisal & career planning. Mentoring. Education and training programs. Health and safety Code of ethics etc.

Infrastructure

Should have a process for defining the infrastructure for achieving effective and efficient product realization. Infrastructure includes: Buildings Furniture Office equipments Technologies Tools etc. This also requires the organization to have risk management plans

Work Environment

Develop a work environment that promote: Employee satisfaction Motivation Performance This include: Flexibility in work practices. Buildings and locations that satisfy human requirements on noise, humidity, air quality and cleanliness. Sports and social clubs.

4. Product / Service Realization

Sub clauses : Customer related processes Design and development process Purchasing Process Production and service provisions etc..

Customer Related Processes


Implementation

of this clause requires

processes

Identifying customer requirements. Reviewing requirements.

Customer communication.
o o

Feedback Enquiries

Design & Development


Concerned

with implementing a design and development process capable of delivering high quality software. includes :

This

Design and development planning. Design and development input & output. A review of design and verification. Verification of design and development. Validation of design and development etc.

Purchasing Process
Concerned

with having an effective purchasing process to acquire high quality products. purchasing process need to ensure that the purchased product confirms to purchase requirements.

The

Production & Service Provisions


Involves: Planning and carrying out production and service provision under controlled conditions.
Validating

production

and

service

provision

processes.
Establishing

a process for identification and

traceability.
Handling

customer property correctly. of product

Preservation
o o o

Storage Packaging Delivery

5. Measuring, Analysis & Improvement

Sub clauses: Customer satisfaction and audits. Control of nonconformity. Analysis of data. Improvement.

Customer Satisfaction & Audits


Customer

satisfaction is essential as the objective is to satisfy the customer requirements and to achieve a high level of customer satisfaction. customer satisfaction via a customer satisfaction survey and monitoring of customer problems, complaints etc.

Measure

Objective

of an audit is to provide visibility to management on the process being used and the product being built.

Control of Nonconformity
Concerned

with the procedure for reporting defects and the responsibility for taking action to eliminate the defect. defects either via a tool or a spreadsheet.

Record

Analysis of Data
Make

sure that the decision making is based on the objective data obtained from the measurements and the organization analyze those data when determining appropriate actions for improvement.

Improvement
Objective

is to improve the effectiveness of the QMS. Quality policy Quality objectives Audit results Customer satisfaction measurements Management review Analysis of data Corrective and preventive actions