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ISO 9001:2008ISO 9001:2008

© For internal circulation of BSNL only

WELCOMEWELCOME

This is a presentation for the E1-E2

Management Module for the Topic:

ISO 9001:2008

Eligibility: Those who have got the Upgradation

from E1 to E2.

This presentation is last updated on 23-3-2011.

You can also visit the Digital library of BSNL to

see this topic.

For internal circulation of BSNL only

LEARNING OBJECTIVESLEARNING OBJECTIVES

Understand what is ISO 9001 standard and its

benefits

Define Quality and understand ISO quality principles

Describe the process approach and its linkage to

quality

ISO 9001 implementation and concept of Non-

conformity

Explain the main sections of ISO 9001 standard

Understand BSNL approach to ISO 9001 certification


What is ISOWhat is ISO

ISO stands for International Organization for

Standardization.

Founded in 1947

120 National standards bodies.

Head Quarter is at Geneva

AIM: To improve the exchange of goods and

services internationally


ISO ISO contdcontd……

ISO Technical committee (ISO / TC 176) was

formed in 1979 to harmonize the increasing

international activity in quality management and

quality assurance standards.

Published the ISO 9000 series in 1987


ISO ISO contdcontd……

Revision - 1994

Revision - Released in December 2000

Revision – Released in November 2008

More than 90 countries accepted the standards


Benefits of obtaining ISO 9000 certificationBenefits of obtaining ISO 9000 certification

Internal benefits

– Improved customer focus and process orientation within

the company;

– Improved management commitment and decision-

making;

– Better working conditions for employees;

– increased motivation of employees;

– Reduced cost of internal failures and external failures

– Continual improvement of the quality management

system.


External Benefits:External Benefits:– Customers are more confident that they will receive quality

products conforming to their requirements

– Customer satisfaction;

– An improved image of the company;

– More aggressive publicity, as customers can be informed

of the benefits of their doing business with a company that

manages the quality of its outputs;

– More confidence that the company’s products meet

relevant regulatory requirements;

– Better objective evidence to defend product liability

charges if such are brought by customers.


QualityQuality

Quality is not absolute, unique, static and by

chance. It must be defined, be measurable,

achievable and link to customer satisfaction.

Degree to which a set of inherent characteristics

fulfills the requirements (ISO 9000)


Principles of ISOPrinciples of ISO

1. Customer focus

2. Leadership

3. Involvement of People

4. Process approach

5. System approach to Management

6. Continual improvements

7. Factual approach to decision making

8. Mutually beneficial supplier relationships


Organization depends customers

Understand current & future customer needs.

Meet / exceed customer expectations

Increased revenue, customer satisfaction, customer loyalty.


Customer focusCustomer focus

Leaders establish purpose & direction of the organization

Should create & maintain environment to achieve organization’s objectives

People will understand and be motivated towards organisation’s goal and objectives. Unified, aligned activities


LeadershipLeadership

People of all levels are essence of an organizationTheir full involvement for organization’s benefitMotivated, committed people.Innovation and creativity can help in achieving objectiveAccountability, eagerness


Involvement of PeopleInvolvement of People

Desired results are achieved more efficiently when activities and resources are managed as process

Effective use of resources

Improved, consistent results


Process ApproachProcess Approach

Identifying, understanding and managing interrelated process as a system contributes to the organization’s effectiveness & efficiency

Alignment of processes, focus on key processes


System approach to ManagementSystem approach to Management

Continual improvement of the organization’s overall performance should be a permanent objective of the organization

Performance advantage

Flexibility to react quickly


Continual ImprovementsContinual Improvements

Effective decisions are based on the analysis of data and information

Informed decisions

Ability to demonstrate, review, change opinions and decisions


Factual approach to decision makingFactual approach to decision making

An organization & its suppliers are interdependent

Mutually beneficial relationship enhances the ability of both to create value

Optimization of cost and resources

Flexibility and speed of joint responses.


Mutually beneficial supplier relationshipsMutually beneficial supplier relationships

PROCESS APPROACHPROCESS APPROACH


NonconformitiesNonconformities

A “major” NC indicates that:

the company has failed to implement any one part of or the

full QMS; or

any specific department of the company has failed to

implement the QMS as applicable to the department; or

a number of “minor” nonconformities in the same QMS

requirements are found.

A “minor” NC means an isolated incident of a failure to comply

with a defined process or QMS requirement.


Requirements of ISO 9001:2008Requirements of ISO 9001:2008

1. Scope2. Normative references3. Terms and Definitions4. Quality Management system5. Management Responsibility6. Resource Management7. Product Realization8. Measurement, Analysis and Improvement


Scope of ISO 9001:2008 Scope of ISO 9001:2008

To demonstrate the organization’s abilityto provide consistently product or servicethat meets customer and applicableregulatory requirements

To address customer satisfactionthrough the effective application of thesystem, including processes for continualimprovement and prevention of non-conformity


General RequirementsDocumentation Requirements

1. General2.Quality Manual3.Control Quality System Documents4.Control Quality System Records

4. Quality Management System4. Quality Management System


Quality

Manual

Procedures

Work Instructions

Records

Should be referred to in Quality Manual

in quality manual

Should be referred to

in procedures

One document

One document

for each function

One document

for each

activity

First Tier

Second Tier

Third Tier

Quality Document PyramidQuality Document Pyramid


Documented procedures covering all key activities.

Consistency with the requirement of the standard

and quality policy.

Keep it simple, readable and understandable for

use.

Use existing activities and processes as a base for

the development of new procedures.

Procedures may make reference to work

(operating) instructions that define how an activity is

performed.

Quality System ProceduresQuality System Procedures


1. Management Commitment2. Customer Focus3. Quality Policy4. Planning

4.1 Quality objectives

4.2 Quality Management System planning

5.Management Responsibility5.Management Responsibility


5. Management Responsibility…5. Management Responsibility…contdcontd

5.5 Responsibility, Authority and Communication5.5.1 Responsibility and authority5.5.2 Management representative5.5.3 Internal communication

5.6 Management Review5.6.1 General5.6.2 Review input5.6.3 Review output


6.1 Provision of resources6.2 Human resources

6.2.1 General6.2.2 Competency, awareness and training

6.3 Infrastructure

6.4 Work environment

6. Resource Management6. Resource Management


7.1 Planning of product realization

7.2 Customer related processes

7.2.1 Determination of customer

requirements related to product

7.2.2 Review of requirements related

to the product

7.2.3 customer communication

7.3 Design and development

7.4 Purchasing

7.4.1 Purchasing process

7.4.2 Purchasing information

7.4.3 Verification of purchased

7. Product realization7. Product realization


1. Control of production and service provision

2. Validation of processes for production and service provision

Production and service provisionProduction and service provision


Product realization…contd.Product realization…contd.

1 Identification and traceability2 Customer property3 Preservation of product 4 Control of monitoring and measuring devices


8.1 General8.2 Monitoring and measurement

8.2.1 Customer satisfaction8.2.2 Internal audit 8.2.3 Monitoring and measurement of processes8.2.4 Monitoring and measurement of products

8.3 Control of nonconforming products8.4 Analysis of data8.5 Improvement

8.5.1 Continual improvement8.5.2 Corrective action8.5.3 Preventive action

8. Measurement, analysis an improvement8. Measurement, analysis an improvement


Organisation establish a documented quality system

organisation submits application for registration

Evaluation of documentation by Certifying agency

Preliminary visit for adequacy

Quotation for assessment

Assessment process

Corrective action

Certification

Surveillance

Route to CertificationRoute to Certification


ALTTC was the first unit to obtain ISO 9001certification in 2001.Since then many other training centers, Maintenanceregions & project circles, Civil and electrical wings,Telecom Factories have obtained this certificate.In 2007, BSNL corporate office directed Circles toobtain ISO 9001 certification for all SSAs. Apart fromSSAs, circles have also been asked to obtain thiscertification for customer related sections such asEnterprise Business, CS, Commercial, PG cell etc.

ISO 9001 in BSNLISO 9001 in BSNL


Similarly at BSNL Corporate office, initially CS, EB,PG, Commercial and T&C sections have to get ISO9001 certification.Various training centers of BSNL are imparting trainingto BSNL executives for helping field units in obtainingISO certification.Many Circles and SSAs are in the advanced stage ofcertification.

ISO 9001 in BSNLISO 9001 in BSNL
