Chapter 14: ISO

Question 1

What is ISO 9000?

Answer 1

Family of standards and guidelines related to quality management system

Question 2

QMS

Answer 2

Quality management system

Question 3

Why was ISO developed?

Answer 3

1. improve customer satisfaction by fulfilling customer requirements
2. continually improving its processes, products and services
3. achieve continual improvement of organizational performance and competitiveness
4. comply with regulatory requirements

Question 4

Principles of ISO

Answer 4

1. customer focus
2. leadership
3. involvement of people
4. process approach
5. system approach to management
6. continual improvement
7. factual approach
8. mutually beneficial supplier relationship

Question 5

ISO 9000’s operating principle

Answer 5

1. plan: establish objectives and develop plans to achieve them
2. do: put the plans into action
3. check: measure results of the action
4. act: learn from the results

Question 6

Authority flow for ISO 9001 registration

Answer 6

1. international accreditation forum (assesses 2)
2. accreditation body (accredits 3)
3. Certification body (registers 4)
4. organization seeking registration

Question 7

Management motivation for ISO 9001

Answer 7

• improve operations
• improve or create QMS
• improve consistency of quality
• improve customer satisfaction
• improve competitive posture
• conform to the requirements of customers

Question 8

TQM vs ISO 9000

Answer 8

both:
- customer focus
- scientific approach to problem solving
- continual process and product improvement
- education and training
- unity of purpose

Partial:
- long-term commitment
- employee involvement and empowerment

Question 9

EFQM

Answer 9

European foundation for quality management

Question 10

What is the EFQM model?

Answer 10

It is a framework used to help organizations assess their performance and achieve sustainable excellence. It is based on a set of fundamental concepts and a structure of criteria that organizations can use to identify areas for improvement

Enablers
Enablers cover what an organization does and how it does it. These criteria focus on the practices and processes that drive performance and outcomes

1. Leadership:
   How leaders develop mission, vision and values of the organization and how they act as role models
2. People:
   Focuses on how the organization manages, develops, and releases the knowledge and full potential of its people
3. Policy and strategy:
   Explores how the organization implements its vision and mission via a clear strategy that takes into account the external environment and internal capabilities
4. Partnerships and resources:
   Examines how the organization plans and manages its external partnership and internal resources to support its strategy and policy
5. Processes
   Looks at how the organization designs, manages, and improves its processes to generate increasing value for its customers and other stakeholders

Results
Results cover what an organization achieves. These criteria focus on the performance outcomes in relation to the organization’s goals

6. People results:
   How the organization measures and achieves high levels of employee satisfaction, motivation and involvement
7. Customer results:
   How well the organization meets customer needs and expectations
8. Society results:
   How the organization contributes to the economic, social, and environmental well-being of society
9. Key performance results:
   Overall performance outcomes in terms of key financial and non-financial indicators. It looks at how well the organization is achieving its strategic goals.