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TQM

The document discusses ISO 9001:2015 which is a quality management system standard. It aims to help organizations meet customer needs effectively by building a framework to ensure consistent quality. Key benefits of certification include increased revenue, improved credibility, higher efficiency, and a culture of continual improvement.

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leechiraya
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20 views

TQM

The document discusses ISO 9001:2015 which is a quality management system standard. It aims to help organizations meet customer needs effectively by building a framework to ensure consistent quality. Key benefits of certification include increased revenue, improved credibility, higher efficiency, and a culture of continual improvement.

Uploaded by

leechiraya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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What is ISO 9001:2015?

ISO 9001 is the world’s most recognised Quality Management System (QMS) standard.

It aims to help organisations meet the needs of their customers and other
stakeholders more effectively. This is achieved by building a framework to ensure
consistent quality in the provision of goods and/or services.

The seven quality management principles are:

1 – Customer focus
2 – Leadership
3 – Engagement of people
4 – Process approach
5 – Improvement
6 – Evidence-based decision making
7 – Relationship management4

The principles are not ordered by priority. The relative importance of each principle
varies from organization to organization and may change over time
ISO 9001:2015

ISO 9001:2015 specifies requirements for a quality management


system when an organization:

a) needs to demonstrate its ability to consistently provide


products and services that meet customer and applicable
statutory and regulatory requirements, and
b) aims to enhance customer satisfaction through the effective
application of the system, including processes for improvement
of the system and the assurance of conformity to customer and
applicable statutory and regulatory requirements.

All the requirements of ISO 9001:2015 are generic and are


intended to be applicable to any organization, regardless of its
type or size, or the products and services it provides.
Why should you get ISO 9001 certification?
An ISO 9001 certification provides objective proof to your staff, your partners, your clients and the outside
world that customer satisfaction is at the core of your business.

Key benefits of ISO 9001

•Increased revenue: leveraging the reputation of ISO 9001 can help you to win more tenders and contracts,
whilst increasing efficiency aids customers satisfaction and retention.
•Improvement of your credibility: when organisations are looking for new suppliers, it is often required to
have a QMS based on ISO 9001, particularly for those in the public sector.
•Improved customer satisfaction: by understanding your customers’ needs and reducing errors, you increase
customer confidence in your ability to deliver products and services.
•Higher operating efficiency: by following industry best-practice and focusing on quality, you can reduce
costs.
•Improved decision-making - you can detect and identify problems in good time, which means that you can
quickly take steps to avoid the same mistakes in the future.
•Greater employee engagement: by improving internal communications, you ensure everyone works to one
agenda. Involving employees in designing process improvements makes them happier and more productive.
•Better process integration: by examining process interactions, you can find efficiency improvements more
easily, reduce errors and make cost savings.
•A continual improvement culture: this is the third principle of ISO 9001. It means that you embed a
systematic approach to identifying and exploiting opportunities to improve.
•Better supplier relationships: using best-practice processes contributes to more efficient supply chains, and
certification will signpost these to your suppliers.
Quality Management System (QMS) is a formalized system that
documents processes, procedures, and responsibilities for achieving
quality polices and objectives.

Why is QMS important?


- Achieve customer satisfaction
- Low cost of poor performance
- Gain repeat business
- Increase profitability
- Increase effectiveness
- Higher consistency
ISO 9001 is the world’s most popular and most commonly used
standard for Quality
Management System (QMS)
A QMS is a set of business processes that help an organization stay compliant and deliver
products that consistently achieve customer satisfaction.

An effective system for managing quality translates an organization's purpose and goals into
policies and resources, which helps every member of the organization adopt standard
operating procedures (SOPs).

three important reasons to establish a quality management system:


ensure consistent standards
demonstrate transparency for regulators
and define what quality means within an organization
direct
interaction
customer
satisfaction analysis of
surveys customer
Focus groups expectations

random
telephone maintenance of
calls positive
interviews employee-
customer
relationships
What is Business Process Improvement?

Business process improvement (BPI) is a management discipline that helps


organizations improve the efficiency and accuracy of their business processes.

Business process improvement solution helps your business overcome process


hiccups, mostly through workflow automation, and achieve organization goals.
Analyse
What is measured can be
• Understand the business
improved
need

Implement
Notify stakeholders of Redesign
changes Identify improvement in the
form

Test

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