Management Systems Awareness

Editorial of the Seventeenth Issue of 'Management Systems Awareness'

2012-01-02T18:13:00.000-08:00

I am happy to present the seventeenth issue of our publication series 'MANAGEMENT SYSTEMS AWARENESS'.

From this issue we are starting a new column 'Question-Answer Forum' in addition to the existing column „Quotable Quotes‟. Readers will find this ew column useful, we hope. Readers may submit their question(s) on ISO 9001:2008 QMS of general interest by email.

Most organizations including consultants believe that conducting management review meeting is mandatory and to achieve ISO 9001:2008 QMS compliance certification, organizations generally keep records of management review meetings to provide evidence to auditors that they have conducted management review. This seems to be easy and convenient way but there are other alternatives to conduct management review and you will find an article relevant in this regard in this issue.

“Adding Value to Internal QMS Audits” is an article which will facilitate internal auditors to improve their audits.

Many quality gurus had defined the concept 'quality' in the previous millennium and ISO 9000:2005 Standard also provides its definition, however author of the article “What is quality?” feels that it is now time to rethink with a focus on a return to basics of quality and sound business management.

In this issue you will find relevant ISO News on new ISO standard to reduce environmental impacts of products and services, World Standards Day, ISO‟s 34th General Assembly, and New ISO 19011 Standard.

How you like this issue? We invite comments from our readers.

With best wishes,

Keshav Ram Singhal

Editorial of the 16th Issue of the publication series 'Management Systems Awareness'

2011-09-28T00:06:00.000-07:00

I am happy to present the sixteenth issue of our publication series „MANAGEMENT SYSTEMS AWARENESS‟.

'What is Quality Management?' is an interesting article that provides views of Ellen Willoughby, Management Consultant and Owner, All About Quality, Northampton, UK.

You will find a useful article “ISO 50001 Energy Management System Standard: Helpful in increasing energy efficiency, reducing cost and improving environmental performance” that discusses relevant information on ISO 50001.

There is an awareness note on 'Integrated Management System and QuEnHeSa' in this issue.

ISO 19011:2011, Guidelines for auditing management systems standard is likely to be published in October 2011 and readers will find interesting and useful relevant information in an article in this issue.

International Organization for Standardization (ISO) has published Six Sigma performance-improvement methodology, so you will find ISO News in this regard in this issue.

Early ISO 50001 adopters report measure gains through energy management standard is reported in ISO News.

How you like this issue? We invite comments from our readers.

With best wishes,

Keshav Ram Singhal

Editorial of the 15th issue

2011-08-11T06:19:00.000-07:00

Editorial

I am happy to present the fifteenth issue of our publication series „MANAGEMENT SYSTEMS AWARENESS‟.

"ISO 9001:2008 Simplified‟ is an write-up by Dennis Arter (USA), an independent consultant and trainer, who has rich and wide experience in the field of quality auditing and quality systems. He has narrated „ISO 9001:2008 QMS‟ beautifully in his own simple language.

A note on development of "QuEnHeSa‟ model for integrated management systems has been given for the information of the readers. Here it is relevant to state that the model is in development stage and its fist draft, second draft and final draft were issued in September 2010, November 2010 and January 2011 respectively. The "QuEnHeSa‟ model can be used by organizations, as a guide, to implement integrated (quality, environmental, occupational health and safety) management systems and to assess organization's ability to meet customer, statutory and regulatory requirements applicable to the product, and the organizations own requirements and also compliance to the requirements of the "QuEnHeSa‟ model.

A write-up on AA1000APS provides introduction to AccountAbility Principles Standard that include principles of inclusivity, materiality and responsiveness.

ISO News "From Human Resources to Outsourcing – ISO expands work in five areas‟ provides news details of the scope of ISO continues to diversify with the recent addition and expansion of five work areas for standards‟ development, namely, (i) Project, programme and portfolio management, (ii) Outsourcing, (iii) Human resources management, (iv) Additive manufacturing, and (v) Risk management.

The news item "The Rajasthan Micro, Small and Medium Enterprises Development Assistance Scheme, 2008‟ provides details for reimbursement of expenses subject to a limit of Rs. 2 lac or ten times of the fee, whichever is lower incurred for filing and obtaining patent / ISO certification during the period between 1 – 4 – 2007 to 31 – 12 – 2011.

ISO 18292:2011 is a standard for „Energy performance of fenestration systems for residential buildings – Calculation procedures‟, details of the same are mentioned in the ISO news item.

How you like this issue? We invite comments from our readers.

With best wishes,

Keshav Ram Singhal

Publication Series

2011-08-11T06:07:00.000-07:00

Publication Series
“Management Systems Awareness”

As announced earlier “Management Systems Awareness” was a 12-issues publication series, however we will continue e-publishing this publication series beyond 12 issues.

Publication Support Contribution – Single issue - 100 (within India), US$ 5 (from outside India)

Publication Support Contribution – For the Series - 1,000 (within India), US$ 50 (from outside India) – All available past issues will also be sent.

‘Management Systems Awareness’ publication series is useful for Quality Professionals, Management Representatives, Researchers, and Management Institutions.
‘MANAGEMENT SYSTEMS AWARENESS’ is a publication series from NCQM Ajmer Centre,
providing informative reading material on
Various management systems
TQM
Six Sigma
5-S Practice
Standards’ Awareness
Lean Initiatives
Cause and Effect Diagram
SA8000
HACCP
ISO 9001
ISO 14001
ISO 22000
ISO/TS 29001
ISO 26000
ISO/IEC 27000
ISO 28000
ISO 14064 … and many more.

Up to nine issues available in hard copy.
From tenth issue, the publication series is now e-published.
15 issues already published.

WE VALUE YOUR CONTRIBUTION

'Publication Support Contribution' received by NCQM Ajmer Centre is used to cover the cost of production, distribution and further research and development of the materials.

Publication Support Contribution towards ‘Management Systems Awareness’ publication series
– Rs. 1,000 (within India)
(NCQM members and students are allowed 10% discount)

Past issues 1 to 9 available in hard copy version, issue no. 10 and onwards in soft copy version.

Please send your contribution to:
K. R. Singhal, Centre Coordinator,
National Centre for Quality Management, Ajmer Centre,
117, Jeevan Vihar Colony, Anasagar Circular Road, Ajmer – 305004
Contribution should be by cheque or draft favouring
‘NATIONAL CENTRE FOR QUALITY MANAGEMENT’.

Editorial of the 14th Issue

2011-05-18T04:27:00.000-07:00

Editorial

I am happy to present the fourteenth issue of our publication series „MANAGEMENT SYSTEMS AWARENESS‟.

Management responsibility requirements are important in implementing ISO 9001:2008 QMS, so you will find an article on this.

The article „Intent and Impact of ISO 26000‟ tries to answer the questions – (i) what does social responsibility mean for me? (ii) What are my expectations for ISO 26000 or how I think it could make an impact?

"World Energy Congress‟ is a triennial event organized by the World Energy Council (WEC). The 21st World Energy Congress was organized in Montreal (Canada) from 12 to 16 September 2010. Details of this event, you will see in a write-up. There is also an awareness article on introduction to energy management.

The Environment Ministry has issued a notification banning the use of plastics for packaging Gutka and other tobacco products, which is a step towards improving environmental management and municipal waste management. The news write-up “Ban on Use of Plastics for Packaging Tobacco Products‟ provides the news in this regard.
Due to high cost involved, organizations generally hesitate to implement ISO 9001:2008 QMS, so the article „Steps to implement ISO 9001:2008 QMS without seeking consultant‟s help‟ will provide you the cost-effective way.

News items in this issue provide information on: (i) National lighting code, (ii) ISO 15001 Energy Management Standard, and (iii) New edition of ISO/IEC 17021:2011.
How you like this issue? We invite comments from our readers.

With best wishes,

Keshav Ram Singhal

Issue released in May 2011. Copy may be requested by sending an email to ncqmajmer@gmail.com

Submit Your Article

2011-02-26T10:35:00.000-08:00

Submit Your Article and become a contributing author and have your article included in the ‘Management Systems Awareness’ – an ePublication Series from National Centre for Quality Management, Ajmer Centre.

Benefits: Establish your status as an expert in the industry.
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 Increase awareness of your brand and services.

Submit Your Article: Articles should be related to Management Systems.

Keep In Mind: Not all articles are accepted for publication. (We still like you.)
 Tips for acceptance :
1. We love well written articles. (Well written is obviously subjective.)
2. We love articles that are original. (Again, subjective.)

If You Are Starting to Think That: Writing is hard work.
 Putting your work out there is scary.
 It's no fun when your article isn't accepted.

Don't Be Discouraged, We Want You to Succeed! Don't be afraid to try. Don't let that hold you back.
 No one starts out as a great writer. It takes practice and we know that.
 If at all possible, we will find a place for your article.
 If you don't get accepted, don't give up. Write another article and try again.
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 It is better if you send your article by email in word-file.

Ok, now that you know we think you are awesome (we really do) and you've read the details, it's time to submit articles to: K. R. Singhal, Centre Coordinator, National Centre for Quality Management, Ajmer Centre, 117, Jeevan Vihar Colony, Anasagar Circular Road, Ajmer – 305004, India. Email – ncqmajmer@gmail.com

Editorial of the thirteenth issue

2011-02-09T05:48:00.000-08:00

Editorial

I am happy to present the thirteenth issue of our publication series „MANAGEMENT SYSTEMS AWARENESS‟.

Exporters from developing countries are increasingly feeling the pressure to conform to international standards if they are to enter successfully developed country markets. Quality is now a prerequisite for exports that is a clear message in the article “Quality – A Prerequisite for Exports: Increasing complexity of Technical Requirements in Export Markets” by Shyam K. Gujadur.

General and documentation requirements have been discussed in detail in the article “General and Documentation Requirements in ISO 9001:2008 QMS”.

The article “ISO 26000: Putting Social Responsibility to Work”, by Roger Frost, discusses various aspects on social responsibility standard.

You will find news items given in this issue carrying an interesting and useful information.

How you like this issue? We invite comments from our readers.

With best wishes,

Keshav Ram Singhal

Note - 13th issue of the publication series MANAGEMENT SYSTEMS AWARENESS released on 8 February 2011.

In this issue

Editorial

Quotable Quotes

Article – Quality – A Prerequisite for Exports – Increasing Complexity of Technical Requirements in Export Markets

Article – General and Documentation Requirements in ISO 9001:2008 QMS

Article – ISO 26000: Putting Social Responsibility to Work

ISO News – ISO launches ISO 26000 guidance standard on social responsibility

ISO News – It‟s crystal clear. No certification to ISO 26000 guidance standard on social responsibility

News – Rashtrapati Bhavan gets ISO 14001:2004 Certificate from Bureau Veritas Certification India

ITC News – ITC and ISO launch handbook on environmental management system

Editorial of 'Management Systems Awareness' - Issue No. 12

2011-02-04T04:24:00.000-08:00

Editorial

I am happy to present the twelfth issue of our publication series MANAGEMENT SYSTEMS AWARENESS.

World Standards Day is celebrated each year on 14 October to pay tribute to the efforts of thousands of experts worldwide and in this issue we have provide news-article on World Standards Day and also World Standards Day Message issued jointly by IEC, ISO and ITU.

We are glad to inform our readers that ISO‘s social responsibility standard ISO 26000 has been approved, so read a news-article on this.

Companies today invest in countless software packages that all attempt to help quality management and the article ―People and Process Driven Software‖ by John Cachat discusses old software paradigm, new software paradigm, change management example and related issues. The article focuses on the importance of process and derives the conclusion that the technology needs to focus on process.

A brief article Designing form in a better way will provide useful tips to management systems professionals involved in designing various forms and formats. ―

An introduction to QuEnHeSa model is an introductory article providing information about the model and the way model is being developed for integrated management systems.

Our customer is important is an article that stresses using quality management system to enhance organization‘s focus on customers.

How you like this issue?

We invite comments from our readers.

With best wishes,

Keshav Ram Singhal

Publication Series - MANAGEMENT SYSTEMS AWARENESS - Issue No. 11

2010-09-01T05:30:00.000-07:00

Publication series MANAGEMENT SYSTEMS AWARENESS - Issue No 11 has been e-published. Editorial of the issue is given below:

Editorial

I am happy to present the eleventh issue of our publication series ‘MANAGEMENT SYSTEMS AWARENESS’.

The article “Environmental policy – Driver for implementing and improving environmental management system” discusses environmental policy and its importance in EMS.

The article “Transition to ISO 9001:2008 QMS – Small changes having opportunities for improvement” promotes the proactive approach that will provide real benefits to organizations and the article discusses important points related to the changes.

The article “From Organic Waste to Clean Energy in India” is an eye-opener motivating us for environmental awareness and puts a case of creating new jobs and income opportunities, while reducing greenhouse gas emissions through new technology.

The article “How to stay Competitive in the World of Carbon Restrictions: Solutions for Developing Countries” discusses two categories of solutions – (i) Reactive (short term), and (ii) Proactive (with long-run effects).

Achieving excellence is the result of high performance throughout the entire organization. The article “Increasing the power of your QMS – Achieve performance excellence through continual improvement” deals with the importance of continual improvement in organizations in enhancing the satisfaction of all stakeholders. The article describes the requirements of ISO 9001:2008 QMS related with continual improvement.

In the news column, you will find news on (i) ISO standard set to reduce environmental impact of buildings, (ii) New edition of ISO 9001 for Small Businesses.

How you like this issue? We invite comments from our readers.

With best wishes,

Keshav Ram Singhal

Publication Series - MANAGEMENT SYSTEMS AWARENESS - ISSUE NO. 10

2010-09-01T05:26:00.000-07:00

Publication series “Management Systems Awareness” (Issue No. 10) contains Quotable quotes, question and answer forum and following articles providing our readers valuable inputs -

• The article ‘Calibration in ISO 9001:2008 QMS’ discusses requirements of clause 7.6 of ISO 9001:2008 Standard. From this issue, we have started ‘Question and Answer Forum’, providing an opportunity to our readers to ask questions. ‘Lean on Quality management principles’ is a summary of a note.

• ‘Own the responsibility upon failure; appreciate others upon success’ is an interesting note from the learnings of Dr. Kalam. When we work in teams, such attitude will strengthen the team work and brings positive results.

• ‘Managing risks in a systematic way’ discusses about ISO 31000:2009, an international standard that published in 2009. In the direction of development of risk management, launching of new international standard ‘ISO 31000:2009, Risk management – Principles and guidelines’ by ISO is a very good step.

• An emergency is a fundamental challenge to human beings since long. To deal with emergency we need to apply ‘emergency management’. Emergency management is a range of measures to manage risks to bring together the normal endeavours of government, voluntary and private agencies in a comprehensive and coordinated way to deal with the whole spectrum of emergency needs. ‘Emergency preparedness and response – a fundamental challenge’ is an article which discusses ISO 14001:2004 specific requirements related to emergency preparedness and response.

• ‘How to handle waste’ is an article provides ways to handle waste in a proactive manner. In business waste means cost. Handling waste in a proactive manner means saving money. Disposal of waste in a useful way can have a positive impact on the environment and it can also save organization’s money. Organization implementing ISO 14001:2004 EMS and / or OHSAS 18001 recognizes high standards of health and safety that can contribute to the success of the organization by preserving and developing human and physical resources and by reducing necessary costs and liabilities.

Tenth Issue of "MANAGEMENT SYSTEMS AWARENESS"

2010-08-07T19:25:00.000-07:00

Tenth issue of the publication series "Management Systems Awareness" has been e-published and sent to subscribers by email. Those, who have not received, are requested to send their email ids, so as to enable us forward the copy.

K. R. Singhal
Centre Coordinator,
National Centre for Quality Management
Ajmer Centre

प्रबंध प्रणाली बोध 'MANAGEMENT SYSTEMS AWARENESS'

2010-03-24T21:15:00.000-07:00

Please see photo attached for information.

Standards provide a quality way of life

2009-12-05T08:50:00.000-08:00

Standards provide a quality way of life

Keshav Ram Singhal

‘Standards provide a quality way of life’ is the today’s topic of this evening. I am thankful to the Rotary Club for providing me an opportunity to speak on this topic.

I am among those, who support compliance of standards because I firmly believe that standards provide a quality way of life. Standards are norms, part of a system providing requirements. Let me first define ‘standards’. What do we mean by standards? One can define standard as a widely accepted specification or best practice. Standards are developed by experts. If we study today’s economy, we come to know that today’s world economy creates an environment where standards compliance is not an option, it is becoming a requirement.

Quality of life is often used as shorthand for measuring how good a person feels about his life. There are various formal procedures for calculating this measure that includes factors such as economic, social, physical, political and spiritual well-being. Standards help in streamlining the things. I would like to name a small country to provide an example with regard to quality way of life. Singapore may be the smallest country in Southeast Asia but it has emerged as one of the best to live in Asia with a very high quality of life measurement. Singapore emerged as the ‘Happiest Country in Asia’ in a study reported by ABC News. 95 per cent of Singapore residents appreciate the clean, safe and efficient society. Quality is not a catchword; it is a way of life.

I believe in standards, because I believe standards can:
- achieve excellence in business,
- achieve excellence in human life,
- achieve continual improvement,
- improve value to human beings by meeting their needs,
- motivate users to become committed to quality,
- ensure care and responsibility

In today’s world, human needs and expectations are constantly changing and standards provide a quality way of life. The term ‘quality of life’ is used to evaluate the general well-being of individual and societies. The term is used in a wide range of contexts, including the fields of international development, healthcare, and political science. Quality of life should not be confused with the concept of standard of living, which is based primarily on income. Instead, standards indicators of the quality of life include not only wealth and employment, but also the built environment, physical and mental health, education, recreation and leisure time, and social belonging.

Standards matter us very much. Standards make an enormous and positive contribution to most aspects of human life. Standards ensure desirable characteristics of products and services, such as quality, environmental friendliness, safety, reliability, efficiency and interchangeability and at an economical cost. When any products or services meet our expectations, we tend to take this for granted and are unaware of the role of standards. However, when standards are absent, we soon notice. We soon notice when any product or service is of poor quality. When products, systems, machinery and devices work well and safely, it is often because they meet standards.

Now I will let you know that what standards do. Standards make the development, manufacturing and supply of products and services more efficient, safer and cleaner. Standards disseminate innovation, safeguard consumers and users in general and make life simpler by providing solutions to common problems.

When we implement international standards (such as ISO, IEC, ITU), such standards facilitate trade between countries, provide governments with a technical base for health, safety and environmental legislation and conformity assessment. Standards share technological advancement and good management practice.

Now let me tell a few things about an international body known as ‘ISO’, which is responsible for many thousands of the standards that benefit the whole world. ‘International organization for Standardization’ (ISO) is the world’s largest developer and publisher of international standards. It is a network of national standards bodies of 162 countries, one member per country. Its headquarters is situated in Geneva, Switzerland. ISO is a non-governmental organization. It forms a bridge between public and private sectors. Many ISO members are part of the governmental structures of their countries or mandated by their government and on the other hand, many other ISO members have their roots uniquely in the private sector, having been set up by national partnerships of industry associations. As on 31 December 2008, ISO has published 17,765 international standards and standards-type documents. ISO is the world largest standards developing organization. More details about ISO may be seen at its website www.iso.org.

Now I would like to tell about our national standard institution. BIS (Bureau of Indian Standards) is the national standards body in our country. BIS represents our country and is a member of ISO. BIS is involved in formulation and certification of standards. BIS has adopted many ISO standards as national standards. BIS headquarters is situated in New Delhi. More details about BIS may be seen at its website at www.bis.org.in.

Here it will be better to mention some popular standards. You must have heard about ISO 9001:2000 QMS and ISO 14001:2004 EMS certifications. Many organizations in the world are implementing these ISO’s best known standards. ISO 9001:2000 QMS and ISO 14001:2004 EMS standards are implemented by over a million organizations in 175 countries. ISO 9001:2008 QMS Standard is the latest quality management system certification standard. This standard mentions requirements for a quality management system, where an organization needs to demonstrate its ability to consistently provide product, aims to enhance customer satisfaction. ISO 14001:2004 EMS Standard is the environmental management system certification standard. This standard provides the requirements for environmental management systems (EMS). The standard contributes to any organization’s objectives to operate in an environmentally sustainable manner. Today we can not afford to ignore the environmental aspect of business. In business, waste means cost. Saving energy means saving money. Superior environmental management has a positive impact on the bottom line. Waste management and energy savings start with application of ISO 14001:2004 EMS.

In the direction of development of risk management, ISO has recently launched a new International Standard ISO 31000:2009, Risk management, Principles and guidelines.
ISO has launched ISO 22000:2005 with the concept that food will not cause harm to consumers when it is prepared and/or eaten according to its intended use. ISO 22000:2005 is the standard for food safety management system, based on the principle that food shall be harmless to consumers. This standard is based on the prerequisites (GMP + GHP), HACCP (Hazard Analysis and Critical Control Point) and management systems requirements.

ISO has recently issued Draft International Standard ISO/DIS 26000, a guidance standard on social responsibility. The aim of the social responsibility is to contribute to sustainable development and to become increasingly aware of the need for and benefits of socially responsible behavior.
ISO/IES 17025:2005 is the standard providing general requirements for the competence of testing and calibration laboratories.

In a global economy, standardization is a must. It is a prerequisite for effectiveness, performance and optimization of production activities. ISO /IEC 17799:2005 is the code of practice for information security management. This standard identifies the controls that form the starting point for information security.

Above are a few examples of standards that provide a quality way of life and we get great benefits from standards that are developed from the wealth of knowledge of some 50,000 experts worldwide.

Courtesy Sources – (i) ‘Management Systems Awareness’ – Publication Series, National Centre for Quality Management, Ajmer Centre (ii) www.writeforandadvanntage.com (iii) www.guidemesingapore.com (iv) www.sciencedirect.com (v) www.thecqi.org (vi) www.wikipedia.org (vii) www.iso.org (viii) www.bis.org.in

4 December, 2009

Management Systems Awareness - Issue No. 9

2009-09-26T09:50:00.000-07:00

जानकारी -

‘प्रबंध प्रणाली बोध’ - अंक 9

एक ऐसा अंक जिसे आप संगृहीत करना चाहेंगे ….

हिन्दी में आईएसओ ९००१:२००८ गुणवत्ता प्रबंध प्रणाली पर

Latest news on ISO 9000 family

2009-02-25T08:55:00.000-08:00

Latest News

New edition of ISO brochure on getting the best out of ISO 9000 family

International Organization for Standardization (ISO) has published an attractive new paper edition of its popular brochure of advice for managers, Selection and use of the ISO 9000 family of standards.
ISO Secretary-General Rob Steele comments: "With an estimated one million users worldwide, ISO 9001 tends to overshadow the rest of the ISO 9000 family and that means lost opportunities because integrated use of these standards can multiply the benefits for organizations and their customers. This new edition of the Selection and use brochure will give managers ideas on how to achieve such benefits."
The brochure includes concise examples of the integrated use of ISO 9000 family standards in the following manufacturing or service organizations:
• A metal parts fabricating company• A welfare agency• An electrical appliance manufacturer• A chemical processing company• A firm of international lawyers• A computer software developer• A bank• A franchise organization.
It provides an overview of the standards in the ISO 9000 family and demonstrates how, collectively, they form a basis for continual improvement and business excellence. In addition to the user examples, it includes sections on the following topics:
• A description of the ISO 9000 core series standards• A step-by-step process for implementing a quality management system • Maintaining benefits and continual improvement• The future of the ISO 9000 family
The brochure has been authored by ISO technical committee ISO/TC 176, Quality management and quality assurance, which is responsible for developing and maintaining the ISO 9000 family. The best known standard in the family is ISO 9001, which specifies the basic requirements for a quality management system that an organization must fulfill to demonstrate its ability to consistently provide products (which include services) that enhance customer satisfaction and meet applicable statutory and regulatory requirements. The standard can be used for certification by organizations seeking independent verification that their quality management system meets the requirements of ISO 9001. ISO 9001 certificates of conformity have been issued to public and private sector organizations of all types in some 170 countries.
The family currently consists of 17 international quality management standards and guidelines (plus a corrigendum). As a whole, the ISO 9000 family forms a strong base for establishing effective and efficient quality management systems.
The ISO/TC 176 authors advise managers: "You will obtain the greatest value by using the entire family of standards in an integrated manner. It is highly recommended that you use ISO 9000 to become familiar with the basic concepts and the language used before you adopt ISO 9001 to achieve a first level of performance.
“The practices described in ISO 9004 may then be implemented to make your quality management system more effective and efficient in achieving your business goals and objectives.
“The ISO 9001 and ISO 9004 standards have been written to enable you to relate them to other management systems (e.g. environmental), or to sector specific requirements (such as ISO/TS 16949 in the automotive industry) and to assist you in gaining recognition through national or regional award programmes."
Selection and use of the ISO 9000 family of standards is the latest edition of the highly successful brochure, first published by ISO in 1994 as Implementing ISO 9000. The paper version (in English, ISBN 978-92-67-10494-2, and in French, ISBN 978-92-67-20494-9) is available free of charge (fee for postage and handling of bulk order) from the ISO Central Secretariat.
Courtesy – ISO Website.

[For more information on ISO 9001:2008 QMS, please contact – K. R. Singhal, Centre Coordinator, National Centre for Quality Management, Ajmer Centre. Email – ncqmajmer@gmail.com]

'Management Systems Awareness' - Issue no. 7 and 8

2009-02-03T06:12:00.000-08:00

'Management Systems Awareness' - Issue no. 7 and 8

‘प्रबंध प्रणाली बोध’ संयुक्तांक ७ व ८

एक ऐसा अंक जिसे आप संगृहीत करना चाहेंगे ….

अनुक्रम

सौजन्य सम्पादक और सम्पादक का नजरिया

हिन्दी में आईएसओ ९००१:२००८ गुणवत्ता प्रबंध प्रणाली जागरूकता पर लेख (अंक ७)

यह आईएसओ ९००१:२००८ क्या है?

आईएसओ ९००१ :२००८ गुणवत्ता प्रबंध प्रणाली क्यों लागू करें?
आईएसओ ९००१:२००८ गुणवत्ता प्रबंध प्रणाली की चरबध कार्यान्विति
गुणवत्ता प्रबंध प्रणाली मानक श्रृंखला की ऐतिहासिक प्रष्ठ्भुमी
गुणवत्ता प्रबंध सिध्हांत
‘आईएसओ ९००१ :२००८ गुणवत्ता प्रबंध प्रणाली’ मानक परिचय
आईएसओ ९००१ :२००८ मानक का कार्यषेत्र, अनुप्रयोग और मानकीय संधर्भ
गुणवत्ता प्रबंध प्रणाली के लिए ‘सामान्य व प्रलेखन’ अपेक्षाएं
गुणवत्ता प्रबंध प्रणाली के लिए ‘प्रबंधन उत्तरदायित्व’ अपेक्षाएं
गुणवत्ता प्रबंध प्रणाली के लिए ‘संसाधन प्रबंधन’ अपेक्षाएं
गुणवत्ता प्रबंध प्रणाली के लिए ‘उत्पाद उपलब्धि’ अपेक्षाएं
गुणवत्ता प्रबंध प्रणाली के लिए ‘मापन, विश्लेषण और सुधार’ अपेक्षाएं
प्रत्यायन का महत्व और आईएसओ ९००१ :२००८ – कार्यान्वयन आयोजना

English Section

Quotable Quotes

English articles on ‘Understanding ISO 9001:2008 Quality Management System’ (Issue no. 8)

Upgrading existing QMS to ISO 9001:2008 Standard
ISO 9001:2008 – Introduction
Scope, normative reference, terms and definitions
General and documentation requirements
Management responsibility
Resource Management
Product realization
Measurement, analysis and improvement
Annex, bibliography and other information (including implementation plan for ISO 9001:2008 QMS Standard)
Documented procedures and records required by ISO 9001:2008

For getting your copy, please contact
National Centre for Quality Management, Ajmer Centre

Customer Satisfaction Code of Conduct

2008-11-28T09:17:00.000-08:00

Author - K. R. Singhal

You as a customer ordered a packed lunch to a hotel to be delivered at your office, but you did not receive the ordered lunch in time and it was delayed by 30 minutes resulting dissatisfaction to you. When you travel by train, your train arrives at the destination 2 hours’ late resulting loss of time as well as loss of engagements. You could not appear an interview only because you could not reach in time as the bus delayed by which you travelled. There are many such cases where organizations have significant challenge towards customer satisfaction.

Now thanks to International Organization for standardization that has issued following International Standards in 2007:
ISO 10001:2007 – Quality Management – Customer Satisfaction – Guidelines for codes of conduct for organizations
ISO 10003:2007 – Quality management – Customer satisfaction – Guidelines for dispute resolution external to organizations

In the year 2004, International Organization for Standardization published international standard ISO 10002:2004 – Quality management – Customer satisfaction – Guidelines for complaints handling in organizations.

Objective of this paper is to provide awareness on ISO 10001:2007 Standard. There is significant challenge for organizations to maintain a high level of customer satisfaction. Using a customer satisfaction code of conduct is one way meeting this challenge.

What is a customer satisfaction code of conduct? A customer satisfaction code of conduct consists of promises and related provisions, and these promises and provisions address issues, such as:
product delivery
product return
handling of personal information of customers
advertising
stipulations concerning particular attributes of a product, or
product performance

Example: Courier Company’s code of conduct – If sent article is not delivered within 48 hours to the addressee, the courier charges will be refunded to the customer, who booked the article.

A customer satisfaction code of conduct is a part of an effective approach to complaints management.

ISO 10001:2007 Standard provides guidance to organizations for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. This standard is compatible with ISO 9001 and ISO 9004 QMS Standards; however this standard can be used independently of ISO 9001 and ISO 9004.
Quick Journey to ISO 10001:2007

0.1 – General
0.2 – Relationship with ISO 9001 and ISO 9004
0.3 – Relationship with ISO 10002 and ISO 10003
0.4 – Statements regarding conformity

1 – Scope
2 – Normative references
3 – Terms and definitions
4 – Guiding principles
5 – Code framework
6 – Planning, design and development
7 – Implementation
8 – Maintenance and improvement

Guiding principles

Eight customer-focused guiding principles have been stated in the Standard. These can be represented by ‘3A 3C V R’ (A-A-A-C-C-C-V-R) – Accessibility, Accuracy, Accountability, Commitment, Capacity, Continual improvement, Visibility and Responsiveness.

Code framework

Code is defined as promises, made to the customer by an organization concerning its behavior, that are aimed at enhanced customer satisfaction and related provisions. A code should be supported by an organizational framework for decision-making and action to use. The code framework should be based on management systems (such as QMS, EMS or any other) of the organization and should be integrated with such management systems.

Planning, design and development

Following key activities are included in the planning, design and development of a code:
Determine code objectives
Gather and assess information related to code, such as, issues to deal with, how such issues arise, how such issues could be dealt with, how other organizations dealing such issues, statutory and regulatory requirements associated etc.
Obtain and assess input from relevant interested parties (such as customers, suppliers, industry associations, consumer organizations, relevant government agencies, personnel, owners) concerning code content and its use.
Prepare code based on the information and input collected. The code should be clear, concise, accurate and not misleading. The code should be in simple language. The code should include its scope, its purpose (appropriate to the organization and its customers), the promises made (and also limitations), definitions of key terms used, enquiry and complaint procedure and description of action taken if promises are not fulfilled. In preparing the code, ensure that the code can be effectively implemented. The provisions of the code should be in line with applicable statutory and regulatory requirements.
Prepare quantitative or qualitative performance indicators.
Prepare code procedures for implementation, maintenance and improvement. The procedure should also include the enquiries and complaints processes.
Prepare internal and external communication plan to make code and its supporting information available.
Determine resources needed

Implementation

Implementation activities should be managed as per plan in a timely manner. Apply relevant procedures, internal and external communication plans, provide appropriate remedies to customers and take necessary actions at appropriate levels within the organization. Keep record for resources usage in code application, training and instructions regarding the code received by the personnel, application of internal and external communication plans, handling of enquiries and complaints about the code, and remedial actions undertaken.

Maintenance and improvement

Following activities are included in maintenance and improvement of a code:
Collect information (including information, input and records mentioned in clause 6 and 7 of the Standard) needed for evaluation of code performance regularly and systematically
Evaluate (including verify and analyze) the performance of code regularly and systematically. Classify and analyze enquiries and complaints about the code or its use – this will help in eliminating the causes of complaints about the code.
Take regular and systematic action to determine customer satisfaction with the code and its use.
Review the code and its framework regularly and systematically – the purpose is to maintain suitability, adequacy, effectiveness and efficiency of the code, to address significant instances when code promises not fulfilled, to assess the need and opportunities for improvement, and to provide for related decisions and actions.
Continually improve (using preventive and corrective actions and innovative improvements) the code and code framework. Take action to eliminate the underlying causes of existing and potential problems leading to complaints.

Annex A of the Standard provides simplifies examples of components of codes for different organizations.

Annex B of the Standard provides inter-relationship of ISO 10001, ISO 10002 and ISO 10003 standards.

Annex C of the Standard provides guidance to small businesses.

Annex D of the Standard provides guidance on accessibility.

Annex E of the Standard provides guidance on input from interested parties.

Annex F of the Standard illustrates the organizational framework for decision-making and action to use in code planning, design, development, implementation, maintenance and improvement.

Annex G of the Standard provides guidance on adopting a code provided by another organization.

Annex H of the Standard provides guidance on preparing the code.

Annex I of the Standard provides guidance on preparing communication plans

ISO 10001:2007 standard can be obtained from the Central Secretariat of the ISO (www.iso.org) or from the national standards institute (Bureau of Indian Standards in India).

This article is for awareness purpose. Readers are advised to consult the Standard document published by the ISO.

We invite nominations for awareness seminar on “Customer Satisfaction Code of Conduct for Organizations”. Interested organizations / persons may send the nomination to ncqmajmer@gmail.com.

Article

2008-08-23T02:56:00.000-07:00

3-M Practice

K. R. Singhal

‘3-M Practice’ is also known as ‘the big 3’. This is an integral part of the Japanese manufacturing system. ‘3-M Practice’ is popularly known for the three Japanese mantras of ‘muri’, ‘mura’ and ‘muda’.The ‘3-M Practice’ is popularly practice in many parts of the world because it brings down the cost of production to bare minimum without effecting the quality of manufactured product. When an organization implements the ‘3-M Practice’, the effect of elimination of muda (wastage) is immediately visible। The impact of other two – ‘muri’ and ‘mura’ – are equally significant.

MURI

The Japanese word ‘muri’ means ‘unreasonable’ or ‘irrational’ approach to any field of operation whatsoever.There are four major approaches in ‘muri’. These are:The organization should identify things and activities, those are difficult to do or beyond the reach. Such things and activities should be eliminated from the activities of the organization.The organization should identify things and activities that do not make any sense or it is difficult to find reasons for. There is no sense in perusing such things and activities and the organization should stop carrying out such things or activities.The organization should also eliminate things or activities, the organization people do just because they are told to do without understanding the reason for doing such things or activities or its underlying benefit from performing such activities.The organization should eliminate irrational actions or operations that cause undue or excessive load due to more physical effort, frequent stress to body movement, mental load due to unwarranted work place stress, to remember more of unnecessary things, continuously worrying about defects or breakdowns, unnecessary making efforts to read illegible writings and symbols, etc.

MURA

The Japanese word ‘mura’ means ‘irregular’, ‘uneven’ or ‘inconsistent’. The Japanese word ‘heijo’ is opposite to ‘mura’. The word ‘heijo’ means ‘ordinary’, ‘regular’ or ‘even’.There are two theories that originate from the principle of ‘mura’. These theories are: (i) The ‘Bottleneck Theory’, and (ii) The ‘Theory of Constraints’.According to the bottleneck theory, the rate of flow out of a bottle depends on the neck or least diameter of the bottle. This theory is very much relevant to industry and when applied to manufacturing unit, it states that the department or unit in the manufacturing chain with the least capacity decides the plant capacity.The ‘theory of constraints’ is also developed on the principle of ‘mura’. This theory states that the weakest link in a chain decides the weight that can be lifted by the chain. The objective here is to identify the weakest link, so that the organization can take suitable measures to strengthen this weakest link to make the organization stronger and make it grow continually and consistently.‘Kaizen’ uses ‘mura’ approach as a powerful improvement tool. In the ‘mura’ approach, it calls for a minimum deviation between the best and the worst product (or service). The organization believing in ‘mura’ should take appropriate steps to minimize the range of deviation and also standard deviation in the statistical process control (SPC). ‘Mura’ is a very powerful tool in developing the confidence of customers, employees and management of the organization. It facilitates employees and management to understand what is expected from the organization, its products and processes.

MUDA

The Japanese word ‘muda’ means ‘waste’। ‘Waste’ is a thing or any activity that does not add any value।An organization can be benefited from the elimination of waste। As such, the organization should first identify and analyze the ‘muda’ present in the organization and then take suitable corrective as well as preventive actions to eliminate such ‘muda’. There may be nine types of ‘muda’ in an organization। These are:

‘Muda’ from overproduction

‘Muda’ due to wasting time

‘Muda’ due to unwarranted transportation

‘Muda’ from excess inventories

Process ‘muda’

‘Muda’ of motion due to unnecessary human movements

‘Muda’ from product defects or defective parts

‘Muda’ due to development of product (or services or the product features) that does not add any value from the customers’ point of view

‘Muda’ of opportunities.

Courtesy: Various magazines, books, articles on the subject.

Please let us know your opinion on this write-up. Thanks.

QUESTION AND ANSWER FORUM

2008-08-20T23:54:00.000-07:00

QUESTION AND ANSWER FORUM

You may ask questions on QMS and we will answer. Email your question to ncqmajmer@gmail.com

Q – Is it necessary to apply / take ISO 9001:2000 QMS certifications?
A – Any organization (irrespective of its size, type or processes) can implement ISO 9001:2000 Quality Management System (QMS) Standard. It is not necessary to apply or take ISO 9001:2000 QMS certifications. Many organizations in the world have implemented ISO 9001 QMS without seeking its certification.

Q – When ISO 9001:2000 QMS certifications is not necessary, then why organizations go for ISO 9001:2000 QMS certifications?
A – Because the certification provides a confidence to the organization and its stakeholders that ISO 9001:2000 QMS is being implemented in the organization in the right manner. Sometimes an organization wants certification because its customer wants to see that. ISO 9001 certification signifies that the organization has implemented a QMS as per international standard within the organization.

Q – Can ISO 9001 certification logo be used on the product of the organization, which has obtained ISO 9001:2000 QMS certifications from a certification body?
A – No, ISO 9001 certification logo should not be used on the product. There are rules for use of any certification logo and such logo must not be used on the product or in a way to denote that a product or service meets specified requirements. Certified organizations cannot claim that their goods or services meet ISO 9001:2000.

Q – What ISO 9001:2000 certifications indicate?
A – The reference to ISO 9001:2000 certification indicates that the organization has a quality management system that meets the requirements of ISO 9001: 2000 QMS Standard. The certification provides customers with confidence in their supplier’s ability to provide consistent, conforming goods or services.

Q – What is required by the organization implementing ISO 9001:2000 QMS for customer satisfaction?
A – ISO 9001:2000 QMS Standard requires organizations to monitor the levels of satisfaction of its customers and to feed back such information in order to improve the effectiveness of the quality management system of the organization.

Compiled by: K. R. Singhal

जानकारी

2008-08-20T03:46:00.000-07:00

Benefits of ISO 9001:2000 QMS

System improvement
Customer orientation
Marketing advantage
Recognition
Confidence creation
Consistency in quality
Productivity improvement
Financial performance improvement
Reduction in rejects
Clarity in job specification
Traceability
Human resource development
Continual monitoring
Export potential improvement
Innovation and improvement

Implement ISO 9001:2000 quality management system in your organization.

Management Systems Awareness

‘Management Systems Awareness’ is a publication series from National Centre for Quality Management, Ajmer Centre, providing informative reading material in Hindi and English on various management systems, TQM, Six Sigma, 5-S Practice, Standards Awareness, Lean Initiatives, Cause and Effect Diagram, SA 8000, HACCP, ISO 9001, ISO 14001, ISO 22000, ISO/TS 29001, ISO 26000, ISO/IEC 27000, ISO 28000, ISO 14064 ….. and many more.
Every issue of this publication series brings the latest and up-to-date information. Six issues already published. This is the seventh issue on this blog.

IMPLEMENTING QUALITY MANAGEMENT SYSTEMS IN SCHOOLS
National Centre for Quality Management, Ajmer Centre has released a literature ‘Implementing Quality Management Systems in Schools’ – A guide to implement Quality Management System as per ISO 9001:2000 QMS and/or Educational Quality Management Standard as per QCI. Authors of this literature are K. R. Singhal and Dr. Divya Singhal (authors’ team of father and daughter).

जानकारी

2008-08-20T03:36:00.000-07:00

HELPING YOU WITH THE UNDERSTANDING
ISO 14001:2004
ENVIRONMENTAL MANAGEMENT SYSTEM

Today, we can’t afford to ignore the environmental aspects of business. In business, waste means cost. Saving energy means saving money. Superior environmental management has a positive impact on the bottom line. Waste management and energy savings start with the application of ISO 14001:2004 EMS.

Implementing ISO 14001:2004 EMS can expand your business and market opportunities, increase profits and ensure compliance with environmental legislations.

National Centre for Quality Management (Ajmer Centre) has released a Technical Guidance Literature “Understanding ISO 14001:2004 Environmental Management System”.

This technical guidance literature provides:
- Awareness on ISO 14001:2004
- Quick Journey to EMS requirements
- EMS requirements in simple and easy to understand language with explanations and examples
- List of a few Statutory Acts, Rules and Notifications providing legislative remedies for environmental protection
- Frequently Asked Questions (FAQs) on ISO 14001 and related subjects
- ISO 14001:2004 Transition Plan
- Practical approach in implementation of ISO 14001:2004
- Checklist for ISO 14001:2004 EMS (useful for implementation and audit purpose).

You may have your copy of “Understanding ISO 14001:2004 Environmental Management System” from NCQM Ajmer Centre।

लघु लेख

2008-08-20T03:29:00.000-07:00

AGENDA 21

The General Assembly of the United Nations gathered in Rio de Janeiro (Brazil) in 1992 and this gathering was termed as the United Nations Conference on Environment and Development (UNCED). During UNCED, the concept of ‘sustainable development’ was embraced. Declaration made during UNCED is known as ‘Agenda 21’ or as the ‘Declaration of Rio de Janeiro’.

Agenda 21 is the first report integrating both the economic development and environmental policy in developed and developing countries. Agenda 21 reflects a global consensus and political commitment at the highest level on development and environment cooperation. Agenda 21 focuses on the environment and also takes into account economic and social structures and the improvement of overall living standards. For developing countries, Agenda 21 recognizes that turning society into a sustainable one may be a difficult task when this is to b accomplished alone.

Priority areas initiated as part of Agenda 21 are:
International co-operation and open, non-discriminatory economic relation
Combating poverty and changing consumption patterns
Demographic dynamics and sustainability
Protecting and promoting human health
Promoting sustainable human settlement development
Integrating environment and development in decision-making
Integrated approach to the planning and management of land resources
Promoting sustainable agriculture and rural development
Protecting the atmosphere
Combating deforestation
Managing fragile ecosystems
Conservation of biological diversity
Protection of oceans, seas and coastal areas
Protection and preservation of freshwater resources
Environmentally sound management of biotechnology
Environmentally sound management of toxic chemicals
Environmentally sound management of hazardous waste
Environmentally sound management of solid wastes and sewage issues
Safe and environmentally sound management of radioactive waste.

ENVIRONMENTAL MANAGEMENT SYSTEM:

AN INTRODUCTION

There is growing concern all over the world for improving the quality of environment. Organizations are increasingly turning their attention to environmental impacts of their activities, products and services. These organizations are of all types and sizes. There is importance of the environmental performance of an organization to internal and external parties. There is need of organizational commitment to a systematic approach and to continual improvement of an Environmental Management System (EMS) to achieve sound environmental performance. An Environmental Management System (EMS) is part of an organization’s overall management systems. It is a systematic approach dealing with the environmental aspects of an organization. Environmental Management System is a tool, which enables an organization to control the impact of its activities, products and/or services on the natural environment. EMS provides a framework to help organization to identify those aspects of its business that have a significant impact on the environment.

ISO 14001:2004 is an international standard that provides assistance to organizations that wish to implement or improve an EMS and thereby improve their environmental performance. The International Organization for Standardization (Geneva, Switzerland) has published this international standard.

International Organization for Standardization (ISO) had already established standards for the quality of air, water and soil. During the 1992 Earth Summit in Rio de Janeiro, the Business Council of Sustainable Development suggested that the ISO should develop international standards for environmental performance based on the concept of sustainable development. In 1993, ISO formed the technical committee 207 on Environmental Management to develop international standards for environmental management. Accordingly, ISO 14001 was first published in 1996. In the year 1996, International Organization for Standardization (ISO) first published ISO 14001:1996 standard, named as ‘Environmental management systems – Specification with guidance for use’. With publication of the revised standard in 2004, now organizations need to follow ISO 14001:2004. The title of ISO 14001:2004 is ‘Environmental management systems – Requirements with guidance for use’. The word ‘requirements’ has been used in the revised standard in place of ‘specification’ as mentioned in ISO 14001:1996. Copies of this standard can be obtained from the International Organization for Standardization, Geneva, Switzerland. Bureau of Indian Standards has also published Indian Standard IS/ISO 14001:2004.

ISO 14000 series set of international standards (published by the ISO) provides a focus to the environment. These standards encourage a cleaner, safer and healthier environment for us all. With the implementation of these standards, organizations may focus on environmental efforts against internationally accepted norms.

ISO 14001:2004 is consistent with the concept of sustainable development. It is compatible with diverse cultural, social and organizational frameworks and systems of management.

ISO 14001:2004 can be used by organizations of all types, sizes and levels of maturity, and in all sectors and geographic locations. Accordingly, it can be used by manufacturing unit as well as by service organization. ISO 14001:2004 accommodates the special needs of small and medium-sized enterprises (SMEs).

If we look to the contents of ISO 14001:2004, we find that ISO 14001:2004 is focused on clarification of the earlier version (ISO 14001:1996) and has taken due consideration of the provisions of ISO 9001:2000 QMS standard to enhance the compatibility of these two standards (ISO 14001:2004 and ISO 9001:2000) for the benefi of the user community.

The ISO Technical Committee ISO/TC 207 has established various international standards. ISO 14001:2004 is one international standard, which is part of the series of environmental management standards. This international standard contains requirements of an environmental management system. Requirements given in ISO 14001:2004 may be objectively audited for certification/registration purposes or for self-declaration purposes. ISO 14001:2004 includes examples, descriptions and options that aid both in the implementation of an environmental management system and in strengthening its relation to the overall management of an organization.

In the introduction part of the revised standard (ISO 14001:2004), a note on the application of PDCA (Plan-Do-Check-Act) methodology has been added to make continual improvement in environmental performance more clear. On looking to the EMS model in ISO 14001:2004, we find that the intent of EMS model of earlier version (ISO 14001:1996) has been retained.

Subcommittees (SC), Working Groups (WG) and Terminology Coordination Group (TCG) related to ISO 14000 series are as under:
ISO/TC 207 – SC1 – Environmental Management Systems
ISO/TC 207 – SC2 – Environmental Auditing and related investigations
ISO/TC 207 – SC3 – Environmental Lebelling
ISO/TC 207 – SC4 – Environmental Performance Evaluation
ISO/TC 207 – SC5 – Life Cycle Assessment
ISO/TC 207 – TCG – Terms and Definitions
ISO/TC 207 – WG4 – Environmental Communications
ISO/TC 207 – WG5 – Climate Change

Above subcommittees, working groups and terminology coordination groups of ISO/TC 207 are producing standards and guidance documents in the areas mentioned above.

QUOTABLE QUOTES

2008-08-20T03:14:00.000-07:00

QUOTABLE QUOTES

“Quality is a life time mission.” – A. P. J. Abdul Kalam

“Change is at the heart of innovation or innovation is at the heart of change. Change is at the heart of civilizations progress. Quality is inextricably linked to the change.” – Kapil ibal

“In worldwide competition environment, Quality is the backbokalamne for success of business. ….. Long term survival of organization depends upon providing high quality, good service and with lowest cost.” – Sharad S. Potghan

“Management that emphasizes quality first can achieve customer confidence step by step and the company’s sales will increase gradually.” – Sambasiva Rao C.

“Quality in education is a key point to meet the knowledge challenges of the 21st century and increase India’s competitive advantage।” – Gen H. Lal

“Quality planning is the paramount element of ISO 9001।” – John E। (Jack) West