Quality Management Systems

Chapter 10
 Introduction
• ISO- International Organization for
Standardization
• Founded in 1946, in Geneva, Switzerland
• Main function is to promote the development
of standardization of goods and services, to
better accommodate a world wide market.
• ANSI- American National Standards Institute
• ANSI represents U.S. in the ISO
 ISO Registration
• Companies can become registered as an ISO
company
• This involves the registrar giving an
assessment of the operations a company, and
then making periodic surveillance audits
• Primary Reason: To give your customer the
comfort of knowing that you have a quality
plan in place, and it is being monitored by an
objective third party
 Internal Reasons for Becoming ISO
Registered
• 100 Italian manufacturing firms were surveyed
to find out what improved after certification.
– Internal quality: less scrap, rework,
nonconformities
– Production reliability: less breakdowns, less time
with emergencies, downtime
– Time performance: time to market, punctual
deliveries
Externally: less nonconformities
 Negatives
• Prevention and appraisal costs increased

– Only one negative shown in 100 surveys.

– Positives outweigh negatives
– Takes time to implement, but worth it in the long
run
 ISO 9000
• The ISO 9000 series of standards is generic
• It is designed to adapt to fit any industry type
• Three standards of the 9000 series:

– ISO 9000:2000- Fundamentals and vocabulary

– ISO 9001:2000- Requirements
– ISO 9004:2000- Guidelines for performance
improvements
 Sector-specific Standards
• Some industries require special set of ISO
rules; not operated the same as most
• Three other quality systems:

– AS9100-
– ISO/TS 16949
– TL9000
 AS9100
• This standard is specifically for the aerospace
industry
• Attempt at unifying the requirements of
NASA, DOD, and FAA
• At the same time satisfying the industry’s
needs
 ISO/TS 16949
• Standard specifically for automotive suppliers
• Merges supplier quality requirements of U.S.
with German, French, and Italian automakers
• Goal- provide continuous improvement,
defect prevention, reduce variation and waste
• Is assumed that this standard will show 85%
improvement rate in first 5 years
 TL9000
• Telecommunications Industry
• Consolidate various quality systems
requirements
• Defines design, development, production,
delivery, installation and maintenance of
telecommunications
• Customers receive benefits , worldwide
competition, benchmarks, improvement
initiatives
 TL 9000 continued-
• This standard focused on:

– Hardware Specific Requirements and Measures

– Software Specific Requirements and Measures
– Services Specific Requirements and Measures
 ISO 9001 REQUIREMENTS

• The standard has 8 clauses

1) Scope
2) Normative Reference
3) Terms and Definitions
4) Quality Management Systems
5) Management Responsibility
6) Resource Management
7) Product Realization
8) Measurement Analysis and Improvement