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What is ISO 9000?What is ISO 9000?Written set of rules (a Standard ) published by aninternational standards writing body (InternationalOrganization for Standardization).

y Rules define practices that are universally recognized andaccepted for assuring that organizations consistentlyunderstand and meet the needs of their customers.

y Principles that can be applied to any organization providingany product or service anywhere in the

world.

y Often called a quality system or a quality managementsystem

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Go al and Sc opeGo al and Sc opey T he ultimate goal of the standard is customer

satisfaction.y How to achieve customer satisfaction?

A pplying the system : using it and putting it a theheart of organization.Continually improving the systemPrevention of nonconformity.

` Its scope is universal.y

T he requirements are generic and applicable to allorganizations, regardless of type and size.y implemented by any organization, producing any

product or service, anywhere in the world.

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What ar e th e eleme nts of the What ar e th e eleme nts of the

standards?standards?y Manageme nt r espo nsibilityy Resou rce manageme nty Q uality Systemy Co ntract R eviewy De sign Co ntr oly Do cume nt Co ntr oly Purchasingy Purchas er-Supp lied Pr oducty Product Id entif ication and

Trac eabilityy Process Co ntr ol

y Inspection and T estingy Inspection, Measuring and

Test Eq uipme nty Inspection and T est Stat usy Co ntr ol of Non-conforming

producty Co rr ective Actiony Q uality Recordsy

Internal Q uality Audity Trainingy Servicingy Statistical Techniq ues

ISO 9000

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What ar e th e parts of ISO 9000?What ar e th e parts of ISO 9000?y ISO 9000 is c ompo sed of 5 different, b ut r elated parts:

ISO 9000, 9001, 9002, 9003 and 9004y ISO 9000 and 9004 ar e guidelines, while ISO 9001, 9002,

and 9003 ar e the cat egories in which a c omp any mayapply for c erti f ication

ISO 9000: Quality Management and Quality Assurance Standards Guidelines for Selection and Use

ISO 9001: Quality Systems Model for Quality Assurance inDesign/Development, Production, Installation, and Servicing

ISO 9002: Quality Systems Model for Quality Assurance in

Production and Installation ISO 9003: Quality Systems Model for Quality Assurance in Final

Inspection and Test ISO 9004: Quality Management and Quality System Elements

Guidelines

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Obtaining ISO CertificationObtaining ISO Certificationy In-dep th analysis of th e comp anys q uality

procedurey An external c onsultant is hir ed t o access

th e original procedure and tak e th e necessary st eps t o match with ISO 9000standards

y Assessme nt process by th e third paryy Third party r egistrati on agency will issue

certi f ication

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Cost of obtaining ISOCost of obtaining ISO

certificationcertificationThe cost of obtaining an ISO c erti f ication willvary f rom amo ng comp anies. An estimate of th e imp leme ntati on cost can b e found by

brining int o accou nt f act ors s uch asy Emp loyee sizey Multiple locationsy De gree of closeness to ISO 9000

standardsy Nee ded st ep s t o re-enginee r q uality

procedures (Co st)

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Advantage and DisadvantageAdvantage and Disadvantage

Advantag e:y Improve s custome r focus and process

orientati on within th e organizati ony Facilitates continuou s improveme nty Creates consist ency thr ou ghou t organizati ony Strength ens r elationship & provide conf idencey Improve s manageme nt d ecision makingy Instit utionalizes training & add value

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Ten Steps t o ISO Registrati onTen Steps t o ISO Registrati on

ISO 9000

2. Select the appropriate standard

1. Set the registration objective

3. Develop and implement the quality system

4. Select a third-party registrar and apply

5. Perform self-analysis audit

6. Submit quality manual for approval

7. Pre-assessment by registrar

8. Take corrective actions

9. Final assessment by registrar

10. Registration!

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ISO N epalISO N epal

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Real World Examples (c ont.)Real World Examples (c ont.)y

At IBM, the ISO 9000 standards have proven to be atemplate for the creation of a sound quality system,regardless of whether the target market is located in theUnited States or overseas. By embarking on the ISO 9000

journey, it is reasonable to expect lower costs, improved customer satisfaction, greater brand loyalty, and stronger market performance associated with this quality effort. TheISO 9000 quality process can be an important step on theroad to total quality management. - IBM Directorof ISO 9000 Dr.

Jack E. Small

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List of ISO c erti f ied f irmList of ISO c erti f ied f irm