Implementing a Business Management System compliant to ISO 9001:2000

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Implementing a Business Management System
compliant to ISO 90012000
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What ISO 90012000 implies.

• Business Management System (Production and HR,
  Acctg, Engr, Operations, IT, etc)
• Key Driver is Customer Satisfaction
• Business System must
• Know and Meet Customer Needs
• Follow Controlled Processes
• Monitor Process Performance
• Perform Preventive and Corrective Actions
• Demonstrate Continual Improvement

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Eight Management Principles

• Customer Focus
• Leadership
• Associate Involvement
• Process Definition and Documentation
• System Approach to Management
• Continual Improvement
• Factual Approach to Decision Making
• Mutually Beneficial Supplier Relationships

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Customer Focus

• What
• Understand customer requirements
• Meet or exceed customer expectations
• Why
• Increased revenues and market share
• Quick response to opportunities
• More effective use of resources
• Increased customer satisfaction
• Improved customer loyalty repeat business

5
Leadership

• What
• Establish unity of purpose and direction
• Maintain an internal environment that promotes
  full involvement of everyone to meet objectives
• Why
• People understand and are motivated
• Activities are implemented and evaluated in a
  unified way
• Miscommunication is minimized

6
Associate Involvement

• What
• People are the essence of an organization
• Full involvement enables abilities to be best
  used for the organizations benefit
• Why
• Motivated, committed and involved people
• Innovation and creativity are stimulated
• People are accountable for their own performance
• People contribute to continual improvement

7
Process Definition and Documentation

• What
• Desired results are achieved more efficiently
  when activities and resources are managed as a
  process
• Why
• Lower costs and shorter cycle times
• More effective use of resources
• Improved, consistent and predictable results
• Focused improvement opportunities

8
System Approach to Management

• What
• Identify, understand and manage interrelated
  processes as a system to improve effectiveness
  and efficiency
• Why
• Focuses efforts on key processes
• Provides confidence to interested parties in the
  consistency, effectiveness and efficiency of the
  organization

9
Continual Improvement

• What
• Continual improvement of overall performance
  should be a permanent organizational objective
• Why
• Performance advantage through improved
  capabilities
• Alignment of improvement activities at all levels
• Flexibility to react quickly to opportunities

10
Factual Approach to Decision Making

• What
• Effective decisions are based on the analysis of
  data and information
• Why
• Permits informed decisions
• Increases the ability to demonstrate
  effectiveness of past decisions through factual
  records
• Increases the ability to review, challenge and
  change opinions and decisions

11
Mutually Beneficial Supplier Relationships

• What
• An organization and its suppliers are
  interdependent
• A mutually beneficial relationship helps both to
  create value
• Why
• Increased ability of both to create value
• Flexibility and speed of joint response to change
• Optimization of costs and resources

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Selection of ISO Site Representative

• Complete support of site management team
• Receive ISO specific training
• Accountable for building ISO required
  documentation
• Coordinate planning sessions
• Coordinate training sessions
• Coordinate management reviews

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Sample Business Policy Statement

• Our company is committed to enhancing value to
  shareholders through
• Customer Satisfaction
• Compliance with Applicable Laws, Regulations and
  Requirements
• Pollution Prevention
• Safe Work Environment
• Involving our Associates in Continual Improvement
  of our Business Management System

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Methodology

• Identify and Flowchart Key Business Processes
• Set Strategic Objectives and Supporting
  Department Objectives
• Write Procedures and Instructions to Support
  Processes
• Implement and Train on Procedures
• Perform Internal Audits
• Conduct Ongoing Management Reviews to Evaluate
  Performance to Objectives
• ISO Registrar Outside Audit/Certification Review
• Ongoing Audit, Review and Continual Improvement

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Methodology

• Identify and Flowchart Key Business Processes

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Methodology

• Identify and Flowchart Key Business Processes
• Set Strategic Objectives and Supporting
  Department Objectives (including personal
  objectives)

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Methodology

• Identify and Flowchart Key Business Processes
• Set Strategic Objectives and Supporting
  Department Objectives
• Write Procedures and Instructions to Support
  Processes

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Methodology

• Identify and Flowchart Key Business Processes
• Set Strategic Objectives and Supporting
  Department Objectives
• Write Procedures and Instructions to Support
  Processes
• Implement and Train on Procedures

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Training

• Develop job competencies and training
  requirements for each position
• Validate level of competency for each associate
• Introduce and validate each procedure and work
  instruction to associates

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Methodology

• Identify and Flowchart Key Business Processes
• Set Strategic Objectives and Supporting
  Department Objectives
• Write Procedures and Instructions to Support
  Processes
• Implement and Train on Procedures
• Perform Internal Audits

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Internal Auditing

• Select group of associates will
• Receive internal ISO auditing training
• Audit outside their home department
• Audit up to two days each per month
• Validate documented procedures against practice
• Generate nonconformances for management follow-up

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Methodology

• Identify and Flowchart Key Business Processes
• Set Strategic Objectives and Supporting
  Department Objectives
• Write Procedures and Instructions to Support
  Processes
• Implement and Train on Procedures
• Perform Internal Audits
• Conduct Ongoing Management Reviews to Evaluate
  Performance to Objectives

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Management Reviews

• Management Team periodically reviews
• Audit results
• Customer feedback
• Product conformity data
• Key Process Indicators (KPIs)
• Suggestions and recommendations
• Analysis of failures
• Preventive/corrective actions

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Methodology

• Identify and Flowchart Key Business Processes
• Set Strategic Objectives and Supporting
  Department Objectives
• Write Procedures and Instructions to Support
  Processes
• Implement and Train on Procedures
• Perform Internal Audits
• Conduct Ongoing Management Reviews to Evaluate
  Performance to Objectives
• ISO Registrar Outside Audit/Certification Review
• Ongoing Audit, Review and Continual Improvement

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Site Management Team Action

• Assignment of fulltime dedicated ISO Management
  Representative with complete support of site
  managers
• Develop objectives supporting the business policy
  statement and company strategic goals
• Communicate policy and objectives down through
  the organization

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The Business Management System is ISO 90012000
compliant when we

• Document what we already do
• Ensure we are in accordance with established
  procedures
• Prove we operate to our own documented system
• Continually improve