Quality for Service Quality for Service OrganizationsOrganizations

Implementation of ISO 9001:2000 for Service Sector

ISO is the International Organization for Standardization.

It is made up of national standards institutes from countries large and small, industrialized, developing or in transition in all regions of the world

ISO develops voluntary technical standards, which add value to all type of business applications

ISO –non governmental sector-establish in 1947 ISO standards help raise levels of quality, safety,

reliability, efficiency, compatibility and interchangeability and provide these benefits at an economical cost.

Overview

What are StandardsStandards are documented agreements

containing technical specification or other precise criteria to be used consistently as rules, guidelines or definition of charactics, to ensure that materials, products, processes and services are fit for their purpose

How are ISO standard developed in Service Sector?ISO follows principles.

◦Consensus ◦Industry Wide ◦Voluntary

On this principles ISO can be applied to

all service sectors

Certifying Bodies

Several Certifying bodies like◦ BVQI◦ BIS◦ KPMG◦ DNV◦ TUV

ISO Certificates in Different Service Sector

        ISO 9000-Quality Management System Certificate

        ISO 14001-Environment Management System

        QS 9000- Quality System for automotive industry

        SA 8000- Social Accountability (retailer and manufacture)

        HACCP- Hazard Analysis Critical Control Points (food safety certification)

        OHSAS 18001 – Occupational Health and Safety Certification

Software Specific: CMM Six Sigma ISO 27000 – (Internet security Management)

Difference Between Product Company /Service Company

Product Company ◦ Client Interface low ◦ Specification

verifiable easily ◦ Variability low

• Service Company • Client interface

high (customize) • Interpretation and

perception• Variability high

Service Sector Issues

-Intangibility

-Value Perception

-Simultaneous Production and Delivery

-Timeliness

-Infrastructure

-Heterogeneity/Personal Dependency

-Demand Fluctuations

-Customer’s Participation in Delivery

-Inconsistencies

WHAT Customer

Wants

HOW you will provide

Solve Whole

problem

Customer knows

You knows Yes

No

Yes No

What is Quality Meeting agreed requirements between

organization and customer Full feeling legal requirements Full feeling your own organization’s requirements

Purpose of Quality

•Customer Satisfaction

•Consistency of Service/Production

“ The Quality of Product is largely determined by the Quality of the process that is used to develop and maintain it.”- By juran, Deming. Based on TQM

What is Quality Management System

ISO 9000, the international standard specifies Quality Management System, requirement for use where an organization’s capability to provide confirming products and/or services needs to be demonstrated.

ISO 9000 is aimed primarily at achieving CUSTOMER SATISFACTION by meeting customer and applicable regulatory requirements through application of the system, its continual improvement and the prevention of non-conformities at all stages.

The standard requirements are generic and apply to all product categories and any industry sector.

It is applicable to all type and sizes of organizations and can also be used by internal and external parties.

QMS Aspects

1. Management Responsibility2. Resource Management (Men,

Material, Money and Methods)3. Making & Delivering a Product4. Monitoring & Improving your

Product/Process

3. Making & Delivering Product

PDCA-Plan, Do, Check, Act Cycle Quality Plan Customer Requirement Purchase Production/Service Plan

Quality Plan

a. Means what you want?b. How you going to achieve your goal?c. More detail quality plan more effect to

customersd. What we provide, how, when etc.e. Detail plan depends on customer, service etcf. If you have proper plan, you can offer

missing things.

Customer Requirements

Confirm the audience’s needs if you are not sure

State the needs of the audience

Requirements, offers, agreed requirement cycle

Agreed requirement –people who deliver it should be agreed

Review it Simply draw attention Additional requirement

(Change management)

Customer Satisfaction

Quality Value

Service

Purchase

a. Item, service, subcontractb. Have a process for selecting

vendorsc. Method of verifying if this vendor

will be suitable for your organization

d. “Purchase order”- complete details of product/service you want

e. Verify your received productf. Evaluate/monitor performance of

vendor

Production/Service Plan

a. Production/service schedule plan depends on business nature (how)

b. Equipmentsc. Instrumentsd. Work instructione. Periodic /In process checking-

Inspectionf. Calibrated instruments.

1. Management 1. Management ResponsibilityResponsibility Management Commitment Customer focus Quality policy Planning

◦ Quality objectives◦ Quality management system planning

Responsibility, authority, and communication◦ Responsibility and authority◦ Management representative◦ Internal communications

Management review◦ General◦ Review input◦ Review output

2. Resource Management2. Resource Management

Provision of ResourcesHuman Resources

◦General◦Competence, Awareness, and

TrainingInfrastructureWork Environment

4.Monitoring and Improving 4.Monitoring and Improving ProductProductGeneralMonitoring and Measurement

◦ Customer Satisfaction◦ Internal Quality Audit◦ Stage wise Monitoring and Measurement of

Product/ProcessesControl of Nonconforming productAnalysis of DataImprovement

◦ Continual Improvement◦ Corrective action◦ Preventive action

How to Achieve Service QualityHow to Achieve Service Quality

Defining service QualityProcess InteractionService MixService ValidationService Control ConditionTraining and Service personal

PolicyService Delivery ValidationDimension of customer PerceptionWork Environment

Service Failure/RecoveryService Failure/Recovery

Types of Complaints/Non Conformities

Non Availability of EquipmentNon Availability of StaffService ToleranceService Recovery PoliciesData Analysis Tools and

TechniquesWhy customers don’t complaint?

Benefits of Good ServicesBenefits of Good Services

Customers Loyalty◦ Repeat business◦ Positive word of mouth◦ Premium of good service◦ Cross selling

Job Satisfaction◦ Morale◦ Pride of ownership

Quality Management Quality Management PrinciplePrincipleCustomer FocusLeadershipContinual ImprovementFacts Based Decision MakingInvolvement of peopleProcess ApproachSystem ApproachMutually beneficial

suppliers/associates relationships

Steps in ISOSteps in ISO

There are various points which defines the way a company or an organization can get the certificate.