iso 9001:2000

PERTEMUAN 3PERTEMUAN 3

ISO dalam Pendidikan TinggiISO dalam Pendidikan Tinggi

ISO 9001:2000

INTERNATIONAL INTERNATIONAL ORGANIZATION FOR ORGANIZATION FOR STANDARDIZATIONSTANDARDIZATION

Objectives:To provide quality management systemTo ensure customer satisfactionTo improve from inspection to preventionTo define responsibilities for quality

ISO 9000

ISO in Greek refers to equal, homogeneous or uniform.ISO is the acronym for the International Organization for Standardization.ISO 9000 began with the launch of Technical Committee 176 in 1979 to deal with generic quality principles – the need for an international minimum standards for how manufacturing companies establish quality control methods, not only to control product quality, but to maintain its uniformity and predictability.The system was issued in 1987 largely based on the 1979 British quality standard.ISO 9000 standards originally designed to cover manufacturing, later to the service industries and now is extended in training and education.Of the 20 standards in ISO 9000, 12 have direct

application.

ISO 9000

•ISO 9001:2008 standards, to higher educationinstitutions. The International Organization for Standardization (ISO)•ISO has been described as requiring organizations “to say what they do, do what they say, then prove it to a third party” (Seddon, 2000).•A criticism of the ISO approach has been of its perceived focus on process rather than on outcomes.

ISO 9000

•http://www.iso.org/iso/home.html

Flowchart of ISO 9000

ISO 9000 Quality System for Higher Education

Quality SystemContract review

Designcontrol

PurchasingManagement responsibility

Purchaser supplied product

Process control

Control of non-performing products

Monitoring

Corrective actionQuality

records Internal quality

audits

Training instructors & staff

Training management & administration

Training students

ISO 9001:2000

PROCESS APPROACHPROCESS APPROACH

ISO 9001:2000 promotes a process approach in developing, implementing and improving the effectiveness of a quality management system to enhance customer satisfaction by meeting customer requirements. Process approach is referred to as the application of system of processes within an organization, together with the identification, interactions and management of the processes.

ISO 9001 & ISO 9004

ISO 9001 specifies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes and focuses on effectiveness of the quality management system in meeting customer requirements. ISO 9004 gives guidance on a wider range of objectives of a quality management system than ISO 9001, especially for the continual improvement on overall performance, efficiency and effectiveness.

ISO 9001:2000

PROCESS APPROACHPROCESS APPROACH

Process approach emphasizes on four components:Understanding and meeting requirements.Considering processes in terms of added value.Obtaining results of process performance and effectiveness.Continual improvement of processes based on objective measurement.

MODEL OF A PROCESS APPROACHMODEL OF A PROCESS APPROACH

Management responsibility

Measurement, analysis and improvement

Product realization

Resource management

Continual improvement of the quality management system

Cus

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requ

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s Custom

ers satisfaction

Input Product output

Value added activities

Information flow

PROCESS APPROACH & PDCAPROCESS APPROACH & PDCA

Plan-Do-Check-Act (PDCA) methodology can be applied:Plan – establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization’s policies.Do – implement the processes.Check – monitor and measure processes and product against policies, objectives and requirements for the product and report the results.Act – take actions to continually improve process performance.

Vision, Mission, Goals, Objectives and Plans

Vision:Is a broad intentions of an organization, all inclusive and forward thinking.Describes aspirations for the future without specifying the means that will be used to achieve the desired ends.Inspires employees for the best, the most or the greatest.

UPM Vision

To become a world class university, an internationally reputable community of intellectuals who will make the nation proud for their contributions to scholarly writing and discoveries and continue to give new meaning to the progress, growth and development of the nation and the world.Untuk menjadi Universiti bertaraf dunia iaitu sebuah komuniti cendekiawan dan intelek bereputasi antarabangsa yang menjadi kebanggaan negara kerana sumbangannya dalam penulisan kesarjanaan dan penemuan yang sentiasa memberi pengertian baru kepada kemajuan, perkembangan dan pembangunan negara dan dunia.

Mission

Mission is a statement that verbalizes the beliefs and the directions of the organization. Key elements of a mission statement include:Obligation to stakeholders – emphasis is placed on meeting the needs of various stakeholders.Scope of the business – defines the customers served, the functions provided and the technology employed.Sources of competitive advantage – the skills that will be developed to achieve the vision and describes how the organization intends to succeed in creating value and competitive advantage.View of the future – the anticipated regulatory, competitive and economic environment in which the organization must compete.

UPM Mission

To be a leading Center of Learning and Research, contributing not only towards human advancement and discovery of knowledge but also to the creation of wealth and nation building.Menjadi Pusat Pembelajaran dan Penyelidikan yang unggul, yang menyumbangkan bukan sahaja kepada kemajuan manusia dan penerokaan ilmu tetapi juga kepada pembentukan kekayaan dan pembangunan negara.

Goals, Objectives and Plans

Goals:Attempts to improve an organization’s performance by making mission statement more concrete.Address both financial and non-financial issues.Reachable – can be reached with a stretch.Cut across financial areas.Objectives: Represents the operational definition of goals, can be measured and have time dimension.Plans:Describe specific tactics, assign responsibilities, identify how resources can be allocated, schedule activities and specify vision targets.

Quality Policy for UPM

We, the staff of Universiti Putra Malaysia, are committed towards excellence through the inculcation of quality culture in teaching, research and professional service, and to fulfill the expectations of our clients. Kami, staff Universiti Putra Malaysia beriltizam ke arah kecemerlangan melalui penerapan budaya kualiti dalam pengajaran, penyelidikan, dan perkhidmatan profesional untuk memenuhi ekspekstasi pelanggan.

ISO 9001:2000

REQUIREMENTSREQUIREMENTS

4.0 Quality management system5.0 Management responsibility6.0 Resource management 7.0 Product realization8.0 Measurement, analysis, improvement

4. Quality management system

4.1 General requirements The organization shall establish, document, implement

and maintain a quality management system and continually improve its effectiveness in accordance with the requirements.

The organization shall –a) Identify the processes needed for the quality

management systemb) Determine the sequence and interaction of these

processesc) Determine criteria and methods neededd) Ensure availability of resources and information

necessarye) Monitor, measure and analyze these processesf) Implement actions necessary to achieve planned results

and continual improvement of these processes.


4.2 Documentation requirements4.2.1 The QMS documentation shall include - a) Documented statements of a quality policy and quality

objectivesb) A quality manualc) Documented procedures required by this standardd) Documents needed by the organization to ensure the

effective planning, operation and control of its processes

e) Quality records required by the International Standard.


4.2 Documentation requirements4.2.2 Quality Manual

The organization shall establish and maintain a quality manual that includes -

a) The scope, details of and justification for any exclusionsb) The documented procedures or reference to themc) A description of the interaction between the processes

of QMS

4.2.3 Control of documentsDocuments shall be controlled. The documented procedure must define the controls needed -

a) To approve documents for adequacy prior to issueb) To review and update as necessary and re-approve

documents c) To ensure that changes and the current revision status

of documents are identified


d) To ensure that relevant versions of applicable documents are available at points of use

e) To ensure that documents remain legible and readily identifiable

f) To prevent the unintended use of obsolete documents, and to apply suitable identification to them if they are retained for any purpose.

4.2.4 Control of records Records shall be established and maintained to provide

evidence of conformity to requirements and of the effective operation of the QMS.

Records shall remain legible, readily identifiable and retrievable.

A documented procedure shall be established to define the controls needed for the identification, storage, protection, retrieval, retention time and disposition of records.

5. Management responsibility

5.1 Management commitmentTop Management shall provide evidence of its commitment to the development and implementation of the quality management system and continually improving its effectiveness by -

a) Communicating the importance of meeting customer, statutory and regulatory requirements

b) Establishing the quality policyc) Ensuring the quality objectives are establishedd) Conducting management reviewse) Ensuring the availability of resources


5.2 Customer focusTop Management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction.

5.3 Quality policyTop Management shall ensure that the quality policy -

a) Is appropriate to the purpose of the organizationb) Includes a commitment to comply with requirements

and continually improve the effectiveness of the QMSc) Provides a framework for establishing and reviewing

quality objectivesd) Is communicated and understood within the

organizatione) Is reviewed for continuing suitability.


Example of quality policy for the scope of research and commercial development of the TNC (R&I) UPM:

Visi:Menjadi pusat penyelidikan dan pembangunan komersil yang unggul dalam memberikan sumbangan kepada penerokaan ilmu, kemajuan manusia, pembentukan kekayaan dan pembangunan negara.

Misi:Berusaha untuk menjadi pusat penyelidikan dan pembangunan komersil yang efisien dan profesional.


Example of quality policy for the scope of research and commercial development of the TNC (R&I) UPM:

Dasar Kualiti:Staf UPM beriltizam ke arah kecemerlangan dalam pengurusan penyelidikan, pelaksanaan penyelidikan dan pengurusan pengkomersialan melalui penerapan budaya kerja berkualiti secara berterusan untuk memenuhi ekspektasi pelanggan dan selaras dengan MS ISO 9001:2000.

Seterusnya seluruh entiti penyelidikan dan pembangunan komersil akan melaksanakan tanggungjawab dalam mencapai objektif kualiti yang ditetapkan, serta memastikan objektif tersebut dikaji dari semasa ke semasa supaya selaras dengan visi, misi dan dasar kualiti penyelidikan dan pembangunan komersil UPM.


5.4 Planning5.4.1 Quality objectives

Top Management shall ensure that the quality objectives are established at relevant functions and levels within the organization.

5.4.2 QMS planning

Top Management shall ensure that -a) The planning of QMS is carried out in order to meet the

requirementsb) Integrity of the QMS is maintained when changes to the

QMS are planned and implemented.


5.5 Responsibility, authority and communication5.5.1 Responsibility and authority

Top management shall ensure that responsibilities and authorities are defined and communicated within the organization

5.5.2 Management representative (MR)Top Management shall appoint a member of management who, irrespective of other responsibilities have the responsibility and authority that includes -

a) Ensuring processes needed for the QMS are established, implemented and maintained

b) Reporting to top management on the performance of the QMS and any need for improvement

c) Ensuring the promotion of awareness of customer requirements throughout the organization.


5.5.3 Internal communication Top management shall ensure that appropriate communication processes are established within the organization and that communication takes place regarding the effectiveness of the QMS.

5.6 Management review5.6.1 General

Top Management shall review the organization QMS, at planned intervals, to ensure its continuing suitability, adequacy and effectiveness.Records from management review shall be maintained (see 4.2.4).


5.6.2 Review input Inputs include current performance and improvement opportunities related to –

a) Results of auditsb) Customer feedbackc) Process performance and product conformityd) Status of preventive and corrective actionse) Follow-up actions from previous management reviewsf) Planned changes that could affect the QMSg) Recommendations for improvement.


5.6.3 Review output Output from management review shall include any decisions and actions related to –

a) Improvement of the effectiveness of the QMS and its processes

b) Improvement of product related to customer requirements

c) Resource needs.

6. Resource management

6.1 Provision of resources The organization shall determine and provide the resources needed –

a) To implement and maintain the QMS and continually improve its effectiveness

b) To enhance customer satisfaction by meeting customer requirements.


6.2 Human resources 6.2.1 General

Personnel shall be competent on the basis of appropriate education, training, skills and experience.

6.2.2 Competence, awareness and trainingThe organization shall

a) Determine the necessary competence for personnelb) Provide training or take other actions to satisfy needsc) Evaluate the effectiveness of the actions takend) Ensure that personnel are aware of the relevance and

importance of their activitiese) Maintain appropriate records of education, training,

skills and experience.


6.3 Infrastructure The organization shall determine, provide and maintain the infrastructure needed to achieve conformity to product requirements.Infrastructure includes -

a) Buildings, workspace and associated utilitiesb) Process equipment (hardware and software)c) Supporting services (transport and communication)

6.4 Work environmentThe organization shall determine and manage the work environment needed to achieve conformity to product requirements. Human factors include such as creative work methods, safety rules, special facilities for staff. Physical factors include such as cleanliness, ventilation, noise, hygiene.

7. Product realization

7.1 Planning of product realization The organization shall plan and develop the processes needed for product realization.The organization shall determine -

a) Quality objectives and requirements for the productb) The need to establish processes, documents and

provide resourcesc) Required verification, validation, monitoring, inspection

and test activities to the product and the criteria for product acceptance.

d) Records needed to provide evidence that realization processes and resulting product meet requirements.


7.2 Customer related processes7.2.1 Determination of requirements related to the

productThe organization shall determine -

a) Requirements specified by the customerb) Requirements not stated by customers but necessary

for specified use and intended usec) Statutory and regulatory requirements related to

productd) Any additional requirements determined by the

organization.

7.2.2 Review of requirements related to productThe organization shall ensure that - a) Product requirements are definedb) Differences are resolvedc) The organization has the ability to meet the defined

requirements.


7.2.2 Review of requirements related to product / service

Records of the results of the review and actions arising from the review shall be maintained.

Where the customer provides no documented statement of requirement, the customer requirement shall be confirmed by the organization before acceptance.

Where product requirements are changed, the organization shall ensure that relevant documents are amended and that relevant personnel are made aware of the changed requirements.


7.2.3 Customer communicationThe organization shall determine and implement arrangements for communicating with customers in relation to -

a) Product / service informationb) Enquiries, contracts or order handling, including

amendments c) Customer feedback including customer complaints.

7.4.1 Purchasing process The organization shall ensure that purchased product /

service confirms to specified purchase requirements. The type and extent of control applied to the supplier

and the purchased product / service shall be dependent upon the effect of the product on subsequent product realization or the final product.


7.4.1 Purchasing process Shall evaluate and select suppliers based on their

ability to supply product in accordance with the organization’s requirements.

Criteria for selection, evaluation and re-evaluation shall be established.

Records of the results of evaluations and any necessary actions arising from the evaluation shall be maintained.

7.4.2 Purchasing informationPurchasing information shall describe the product to be purchased, including where appropriate -

a) Requirements for approval of product, procedures, processes and equipment

b) Requirements for qualification of personnelc) Quality management system requirements.


7.4.3 Verification of purchased product Shall establish and implement the inspection or other

activities necessary for ensuring that purchased product meets specified purchase requirements.

Where the organization or its customer intends to perform verification at the supplier’s premises, the organization shall state the intended verification arrangements and method of product release in the purchasing information.


7.5 Production and service provision7.5.1 Control of production and service provision The organization shall plan and carry out production

and service provision under controlled conditions which includes -

a) The availability of information that describes the characteristics of the product

b) The availability of work instructionsc) The use of suitable equipmentd) The availability and use of monitoring and

measuremente) The implementation of release, delivery and post-

delivery activities.


7.5.2 Validation of processes for production and service provision

The organization shall validate any processes for production and service provision where the resulting output cannot be verified by subsequent monitoring or measurement.

This includes any processes where deficiencies become apparent only after the product or service is in use or the service has been delivered.

Validation shall demonstrate the ability of these processes to achieve planned results.


7.5.3 Identification and traceability Where appropriate, the organization shall identify the

product by suitable means throughout product realization.

The organization shall identify the product status with respect to monitoring and measurement requirements.

Where traceability is a requirement, the organization shall control and record the unique identification of the product.

7.5.4 Customer property The organization shall exercise care with customer

property while it is under the organization’s control or being used by the organization.

The organization shall identify, verify, protect and safeguard customer property provided for use or incorporation into the product.

If any customer property is lost, damaged or otherwise found to be unsuitable for use, this shall be reported to the customer and records maintained.


7.5.5 Preservation of product The organization shall preserve the conformity of

product during internal processing and delivery to the intended destination.

This preservation shall include identification, handling, packaging, storage and protection.

Preservation shall also apply to the constituent parts of a product.

7.5.6 Control of monitoring and measuring devices The organization shall determine the monitoring and

measurement to be undertaken and the monitoring and measurement devices needed to provide evidence of conformity of product to determined requirements.

The organization shall establish processes to ensure that monitoring and measurement can be carried out.


7.5.6 Control of monitoring and measuring devices Where necessary to ensure valid results, measuring

equipment shall –a) Be calibrated and verified at specified intervals, or

prior to useb) Be adjusted or re-adjusted as necessaryc) Be identified to enable the calibration status to be

determinedd) Be safeguarded from adjustments that would invalidate

the measurement resulte) Be protected from damage and deterioration during

handling, maintenance and storage.

Shall assess and record the validity of the previous measuring results when the equipment is found not to conform to requirements and take appropriate action on the equipment and any product affected.

Records shall be maintained.

8. Measurement, Analysis and Improvement

8.1 General Plan and implement the monitoring, measurement,

analysis and improvement process needed.

Man Material

CAUSE

EFFECT

Module

Method


8.2 Monitoring and measurement8.2.1 Customer satisfaction Monitor information relating to customer perception as

to whether the organization has fulfilled customer requirements.

The methods for obtaining and using this information shall be determined.

8.2.2 Internal audit Conduct periodic internal audits at planned intervals to

determine whether the QMS: a) conforms to planned arrangementsb) Has been effectively implemented and maintained.Auditors shall not audit their own work. Responsibilities, requirements for planning and

conducting audits, reporting results and maintaining records shall be defined in a documented procedure.


8.2.3 Monitoring and measurement of processes Apply suitable methods for monitoring and

measurement of QMS processes that will demonstrate the ability of the processes to achieve planned results.

When planned results are not achieved, correction and corrective actions shall be taken, as appropriate, to ensure conformity of the product.

8.2.4 Monitoring and measurement of product Monitor and measure the characteristics of the product

to verify that product requirements are fulfilled that shall be carried out at appropriate stages of the product realization process.

Evidence of conformity with the acceptance criteria shall be maintained.

Records shall indicate the person(s) authorizing release of product.


8.3 Control of nonconforming product Ensure that product which does not conform to product

requirements is identified and controlled to prevent its unintended use or delivery. These shall be defined in documented procedure.

Shall deal with nonconforming product by one or more of the followings:

a) By taking action to eliminate the detected nonconformity

b) By authorizing its use, release or acceptance under concession by a relevant authority

c) And where applicable by the customer by taking action to preclude its original intended use or application.

Records of the nature of nonconformities and any subsequent actions taken, including concessions obtained, shall be maintained.

When nonconforming product is corrected it shall be subject to re-verification.

When detected after delivery, shall take action appropriate to the effects or potential effects of the nonconformity.


8.4 Analysis of data Determine, collect and analyze data to demonstrate the

suitability and effectiveness of the QMS and to evaluate continual improvement.

The analysis of the data shall provide information relating to -

a) Customer satisfactionb) Conformance to product / service requirementsc) Characteristics and trends of processes and products

including opportunities for preventive actiond) Supplier performance.


8.5 Improvement8.5.1 Continual improvement Continuously improve the effectiveness of the QMS

through the use of quality policy, quality objectives, audit results, analysis of data, corrective and preventive actions and management review.

8.5.2 Corrective action A documented procedure shall be established to define

requirements for -a) Reviewing nonconformities including customer

complaints b) Determining the causes of nonconformitiesc) Evaluating the need for action to ensure that

nonconformities do not recurd) Determining and implementing action needede) Recording of the results of action taken and reviewing

corrective action taken.


8.5.3 Preventive action Determine action to eliminate the causes of potential

nonconformities in order to prevent their occurrence. A documented procedure shall be established to define

requirements fora) Determining potential nonconformities and their causesb) Evaluating the need for action to prevent occurrence of

nonconformitiesc) Determining and implementing action neededd) Recording of results of action needede) Reviewing preventive action taken.

iso 9001:2000

Documents

quality iso

iso approach

quality management systemto

product quality

british quality

quality control methods

application of system

generic quality principles