ISO 9000 quality principles - YouTube

It's quite simple for an organization to reach the

decision that it wants to improve quality.

However, without a set of standards to guide its

improvement efforts, the company may struggle to decide where to

start.

ISO is a nongovernmental, worldwide organization that

encompasses the national standards institutes of more

than 158 countries.

Officially, the organization is known as the "International

Organization for Standardization."

However, since the name would be abbreviated differently in

several countries, the acronym ISO was chosen,

based upon the Greek word isos, meaning "equal."

The ISO 9000 series was developed to help organizations

effectively design and implement efficient quality systems.

The series consists of individual,

yet interrelated, standards that complement each other and act as

a framework that can provide auditable requirements for

companies that want to complete registration.

Originally published in 1987, the ISO 9000 series has

undergone revisions in 1994, 2000 and 2005,

with the most recent revision creating standards for

definitions, requirements, and continual improvement.

The ISO 9000 series has become an internationally recognized

language for quality, and three concepts are universal to all

markets.

ISO standards are first of all: voluntary market driven,

and based on consensus. Because ISO is a nongovernmental

organization, it doesn't have the authority to legally require

companies to follow the standards.

Thus, ISO is voluntary.

However, some countries have adopted certain standards,

health, safety, or environmental,

for instance‚ as part of their regulatory frameworks.

In such cases, even though ISO standards are voluntary,

they may become a market requirement.

ISO standards are market driven.

This means that standards are developed when there is a market

requirement, which is determined by a group of experts in the

field who have asked for a particular standard.

Because ISO standards are based on consensus

among interested groups, they are ensured widespread

applicability.

The standards are regularly reviewed,

at least once every five years, to determine whether they should

be modified, maintained, or withdrawn.

The ISO 9000 standards are based on

eight principles of quality management that can be applied

by senior managers to improve their organizations.

First: Customer focus

Customers are the backbone of most organizations,

as they are depended upon to purchase goods and services.

Companies should have a good understanding of their

customers' needs and do their best to meet these requirements.

For example, a media company conducted a month-long study of

its customers' needs and realized it was not placing

enough emphasis on providing customer support.

The company was able to remedy this problem to improve customer

relations.

Effective leadership is a vital ISO 9000 quality

principle, since leaders determine a company's direction

and purpose.

When leadership creates an environment in which employees

want to be involved in achieving organizational objectives,

everyone is inspired to produce quality results.

When the media company realized that customers were unhappy with

its service, leadership had to get front-line employees onboard

with the needed changes.

To do so, a reward system was created to recognize

customer-service reps who were especially helpful to customers,

which inspired all employees to provide exceptional service.

Involvement Involvement of an organization's people is a key

ISO 9000 quality management principle.

When employees of all levels are involved in improving the

company, a variety of talents and abilities can be used for

the benefit of the company's quality improvement efforts.

The media company held a meeting with all employees to outline

the problems it was having with customer dissatisfaction.

All staff were encouraged to become involved with improving

service and overall quality.

Taking a process approach to quality

management means that all inputs,

outputs, and resources related to a company's activities are

managed as a process.

The media company revised the process it used to field

customer complaints in its call center so that one standardized

process existed, which led to greater efficiency and

understanding among all employees involved with call

center operations.

When the media company realized its customers were unhappy with

the service it provided, it was able to use ISO 9000 quality

principles to improve leadership,

focus on its customers, encourage employee involvement,

and use a process approach to quality management.

These principles enabled the organization to find new ways of

keeping its customers satisfied.

There are more principles to come,

but let's see if the first four are clear: Senior managers

can use ISO 9000 quality principles to improve their

organizations.

Match ISO 9000 series quality principles to examples.

We have these options:

A. Customer focus

B. Leadership

C. Involvement

D. Process approach And, these targets:

1. A retailer conducted a survey to determine what products clients

wanted

2. A retailer's management fosters a work environment that inspires

employees

3. A retailer's employees actively participate in all quality

improvement efforts

4. A retailer rethinks its inventory management system to

improve efficiency. Stop the video,

try to figure out the right answer based on the

presentation.

Ok!

Let's see!

This is an example of customer focus.

Companies should have a good understanding of their

customers' needs and do their best to meet these requirements.

This is an example of leadership.

When management creates an environment in which employees

want to be involved in achieving organizational objectives,

everyone is inspired to produce quality results.

This is an example of involvement.

When employees of all levels are involved in improving the

company, a variety of talents and abilities can be used for

the company's benefit.

This is an example of a process approach,

which means that all inputs, outputs,

and resources related to a company's activities are managed

as a process.

Senior managers also have these four ISO 9000 quality management

principles at their disposal to use for organizational

development.

Great!

If you have found the same connections you were right.

Now, the rest of the ISO 9000 principles.

Taking a system approach to

management is a key ISO quality management principle,

and entails identifying, understanding,

and managing the interrelated processes that enable an

organization to meet its objectives.

The media company focused on all the processes that made up its

customer support system.

These included handling incoming calls,

answering written requests, and meeting customers in person.

By managing these interrelated processes,

the company improved its customer support system.

Continual improvement should always be an

organization's goal, and should encompass everything it does.

The media company realized that a one-time improvement in

customer care would not be acceptable.

Instead, it implemented a solution that involved several

smaller changes that would result in long-term

improvements.

Using a factual approach

to decision making means that decisions are based on the

analysis of data and information,

not on hunches or theories.

When the media company decided to rethink its customer service

processes, it based its decision on the fact that actual numbers

of complaints had increased.

An organization's

relationships with its suppliers should be mutually beneficial,

which means that even though the two are independent of each

other, a good relationship can enable them both to create

value.

The media company changed suppliers when it realized that,

although the current supplier offered the lowest prices,

customers were unhappy with the quality of its products.

This was not a mutually beneficial relationship,

but the new supplier's products have not yet received

complaints.

The media company was able to use the remaining ISO 9000

quality principles to take a system approach to management,

focus on continual improvement efforts,

use facts as the basis for decision making,

and form a mutually beneficial supplier relationship.

These principles will enable the organization to continue to

improve the ways in which it meets its customers' needs.

Let's see if the last four principles are clear

ISO 9000 quality principles can improve organizations in several

ways.

Match ISO 9000 series quality principles to examples.

Options:

A. System approach to management

B. Continual improvement

C. Factual approach to decision making

D. Mutually beneficial supplier relationship

Targets: 1. A retailer examined all the processes that made up its

inventory procurement strategy

2. A retailer implements a long-term solution that will

reduce the wait times for customers

3. A retailer examines the results of a focus group session to

determine where improvements should be made.

4. A retailer has worked with the same wholesaler for years

because they create value for each other.

First, is an example of a system approach to management,

which entails identifying, understanding,

and managing the interrelated processes that enable an

organization to meet its objectives.

This is an example of continual improvement,

which should always be an organization's goal,

and should encompass everything it does.

This is an example of a factual approach to decision making,

which means that decisions are based on the analysis of data

and information, not on hunches or theories.

This is an example of a mutually beneficial supplier

relationship.

An organization's relationships with its suppliers should enable

them both to create value.

So, now you know what ISO 9000 series is,

and what are its principles.

Next a presentation of ISO 9001 benefits and how to work with

this standard