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.
Promote awareness and culture of quality. Communicate quality system to the staff. Perform customer satisfaction surveys. Monitor effectiveness of processes.
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
Management Resource
Product or
Measurement,
the production of the documented procedures required by the ISO 9000 standard. Clauses Quality Manual Control of Documents Control of Records
Sub
Manual
o Provides:
Details of the quality policy. Key goals and initiatives to achieve customer satisfaction.
o Considered
as a startingoff point.
of documents : Organization define the Document Control Procedure. of records: review records
Control
Management
Project
deliverables of verification
Records
2. Management Responsibility
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
development process
Effective in delivering high quality software Product should match or exceeds the customer expectations.
Quality Policy
Express:
Planning
Identify
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
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
Follow-up of action items from last review. Results of audits and customer feedback. Product and process metrics.
3. Resource Management
Sub
Clauses:
Back
Provision of Resources
Make sure that the organization determines the
resources needed to implement the QMS.
Resources
Need
a plan For future resource needs. To enhance the competence of people. To develop leadership skills for future managers.
Human Resources
HR management functions play a key role. Investigate the reasons why people leave
the organization.
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.
Sub clauses : Customer related processes Design and development process Purchasing Process Production and service provisions etc..
processes
Customer communication.
o o
Feedback Enquiries
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
and
service
provision
processes.
Establishing
traceability.
Handling
Preservation
o o o
Sub clauses: Customer satisfaction and audits. Control of nonconformity. Analysis of data. Improvement.
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