Quality system development

Based on
QMS ISO 9001:2000

Compiled by ESDP Consultant

Asosiasi Politeknik Indonesia (ASPI)
dindin@asosiasi-politeknik.or.id
 Topics
 Quality award
 Comparing Q-awards versus ISO 9001:2000
 Quality system development

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 Quality system development
(Quality awards)
Category Comparison between MBNQA, Australian Quality Award (AQA) European
Quality Award (EQA) / European Foundation for Quality Management (EFQM), and
Singapore Quality Award
MBNQA AQA EQA SQA
1. Leadership 1. Leadership 1. Leadership 1. Leadership &
2. Strategic Planning 2. Strategic Planning 2. Impact on Society Quality Culture
3. Customer & 3. Customer Focus 3. Policy & Strategy 2. Use of Information
Market focus 4. Information & 4. Customer and Analysis
4. Information & Analysis Satisfaction 3. Strategic Planning
Analysis 5. People 5. People 4. Human Resources
5. Human Resources 6. Quality of Process, Management Development &
Focus Product & Service 6. Resources Management
6. Process 5. Management of
7. Organizational 7. People Satisfaction
Management Performance Process Quality
8. Process
7. Business Results 6. Quality &
9. Business Operational Result
7. Customer Focus
and Satisfaction

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 Quality System Development
EQA / EFQM Model
Enablers Results

People People Results

90 points (9%) 90 points (9%) Key
Leadership Processes Performance
Policy and Customer
100 points 140 points Results
Strategy Results
(10%) 80 points (8%) (14%) 200 points (20%) 150 points
(15%)
Partnerships &
Resources Society Results
90 points (9%) 60 points (6%)

Capacity 500 points (50%) Results 500 points (50%)

The percentages were established following a wide ranging survey

to collect views
We acknowledge here the key role of leadership, policy and strategy,
the management of people and the management of partnerships
and resources.
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 Quality System Development
MBNQA Model

Scoring Key Terms

Guidelines Glossary

Core
Values

Criteria
Description

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 Quality System Development
ISO 9000 versus MBNQA

ISO 9000 MBNQA

• Conformity Assessment FOCUS • increasing competitiveness

• Process consistency & tracer Benefit • Improving operational

ability performance

• Determine of acceptable • As Guide to reach vision

standard process performance
Objective

• Can be apply partially  only Scope of • Implemented in all process

in one department work and superstructures

• Document /Record Implementati

• Score: Processes & results
on
(Document / Tables & Graphs)
Evidence

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 ISO Vs Performance Management System
World Class
Fuel/Energy: Speedometer
6 Sigma
Company
QCC
Suggestion System
ABC
BSC
Objective. A P
Matrix

C D
Driving Prime Mover:
Manual Human;
Technology;
ISO 9001:2000
A P Mgt practices

Improvement
C D

2007 2012 2015

Portrait of Past Portrait of Current Vision

Performance Performance
(MBNQA 1) Road Map (MBNQA 2) Road Map(MBNQA 3)
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 Quality System Development
Establish unity of purpose
throughout the organization
– What are we try to achieve with ISO
9001?
– How do we want to improve our
business performance?

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 Transition towards TQM

Quality Control Quality Management

Past Future
Detect faults Prevent errors
Look for guilty persons Look for defaults in the processes
Accuse Help, Moderate, Facilitate
Punish Motivate
Micro-management Systematic and systemic management

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 Empowerment?
VOICE OF THE
CUSTOMER

VOICE OF THE VOICE OF

MANAGEMENT THE PERSONNEL

VOICE OF
THE SOCIETY

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 Quality System Development
 Eight Quality Management Principles (ISO
9000:2000)
– Customer focus
– Leadership
– Involvement of people
– Process approach
– Systems approach to management
– Continual improvement
– Factual approach decision making
– Mutually beneficial supplier relationships

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 Quality System Development
 Prepare a program plan to manage implementation
 Establish scope for the quality management system
(QMS)
– “Education process of diploma program ”
 Establish quality policy
– “In exertion to achieve Vision and Mission, one of top
management strategic decision is to adopted a Quality
Management System (QMS) labeled ISO 9001: 2000.
– The existing quality system will be aligned or integrated
with related a QMS element that complies with the
requirements of this International Standard.

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 Quality System Development
 Identify processes required to satisfy
the scope
– Customer orientated
– Product realization processes
– Support processes
– Management processes

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 Quality System Development
 Start defining process details, resources
and implementation actions (See 4.1
General requirements)
 Monitor, measure and analyze process
performance Set initial quality objectives,
plans and communication
 Monitor the program progress at the
management level  expanded Monitoring
& Evaluation function.
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 Quality Systems Development
 Tips for developing your quality system
– Establish awareness that the QMS is the foundation
for managing the business
– Include the management staff in the initial
development of the system
– Include the internal auditors in the system
development
– Work according to a project plan
– Identify information technology (IT) needs up front
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 Quality Systems Development
 Tips for developing your quality
system
– Keep the documentation light, easy to use
and to the point.
 Use mix of text and graphical formats
 Use simple systems to control the

documentation
 A picture says a thousand words

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 Quality Systems Development
 Build “working teams” before building
documentation
– The teams are vital and essential work
processes that make the ISO 9001 system work:
 Senior Management team
– Management processes
 Senior Leader team
– Information collection and analysis processes
– Supplier management processes
 Leader team
– Improvement processes (C/A, P/A, auditing)
– Employee development processes
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 Quality Systems Development
Establish a culture for planning and execution of improvement actions

Plan
Quality Act Do
Improvement
Check

Quality Policy
Plan

Productivity Act Do
Improvement
Check

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 Quality System Development
(ISO 9001:2000)
ISO 9001:2000 promotes the PDCA methodology for processes
(See ISO 9001:2000 page VI)
PLAN (objectives):
What we want to accomplish over a certain
period of time
The action required to reach the objectives
Plan
DO (take action) to accomplish a
goal towards an objectives Act Do
CHECK the result to ensure there is a
match between the planned and actual results Check
ACT (take actions) to correct the mismatch
between planned and actual results to ensure the
original objectives
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 Quality Systems Development
The ISO 9000:2000 requirements

EXPECTED PLANNED
QUALITY QUALITY
by the Customer by the Company

Measurement of the Measurement of the

Client’s satisfaction Performance of the Company

PERCEIVED PRODUCED
QUALITY QUALITY
by the Customer by the Company

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 Quality system development
(Process approach)
 ISO 9001:2000 promotes the adoption of a
process approach to manage the organization.
Provides a focus on inputs, process, and
outputs
 Enables a systems view by looking at the
interconnection and interaction of individual
processes
 Processes are planned, resourced,
implemented and validated/verified.
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 Quality system development
(Process approach)
Process Design
Define process Specification Process Mapping Detail process
Attribute Of standard & Organization Design

Improve of Evaluation of Measure of Implementation

Process Satisfaction process Of
performance Factors performance Process design

Management Process
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 Any Questions?

Thank you for your

Attention

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 Resources and Acknowledgements
(Suggested reading)
 ANSI/ASQ 9000:2000 Quality Management Systems – Fundamentals
and Vocabulary
 ANSI/ASQ 9001:2000 Quality Management Systems – Requirements,
December 13,2000
 Quality management systems Guidelines for the application of ISO
9001:2000 in education, IWA 2:2003(E)
 ISO 9001:2000 Transition, Jack West
 Preparing for Quality System Certification, U.S. Senator Byron
Dorgan’s
 Deming PDCA – cycle
 Dermawan Wibisono; Manajemen Kinerja; Konsep, Disain dan Teknik
Meningkatkan Daya Saing Perusahaan, Erlangga 2005

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