Software Project Management

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Software Project Management

• Lecture 14

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Outline

• Introduction of ISO and its standards
• ISO 9000 Quality Management System

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What is ISO?

• International Organization for Standardization
• Objective to develop standards and not to
  certify companies
• Around 148 countries members
• Around 18000 standards produced
• Technical committees formed for devising
  standards, TC 176 for ISO 9001

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What is ISO?

• First Pakistani company certified in 1994
• More than 3,000 companies certified to ISO 9001
  in Pakistan
• More than 220 Certification (Auditing) Agencies
  throughout the world of which around 15 have
  offices in Pakistan

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Some ISO Standards

• ISO 26000 Social responsibility
• ISO 31000 Risk Management
• ISO 9000 Quality Management
• ISO 14000 Environmental Management

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ISO 9000

• The ISO 9000 family addresses "Quality
  management". This means what the organization
  does to fulfill
• the customer's quality requirements, and
• applicable regulatory requirements, while aiming
  to
• enhance customer satisfaction, and achieve
  continual improvement of its performance in
  pursuit of these objective.

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ISO 9001

• ISO 9001 is a series of standards describing
  the requirements for establishing and maintaining
  a quality management system in an organization

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ISO 9001

• ISO 9001 is the document that contains the
  requirements.
• The other documents are very important and
  helpful in developing and improving quality
  management systems. The family of documents
  include
• ISO 9000 Quality Management Systems-Vocabulary
• ISO 9001Quality Management Systems-Requirements
• ISO 9004Quality Management Systems-Guidelines
  for Improvements
• In the past, ISO 9002 and ISO 9003 also existed
  but became obsolete when the 2000 revision of the
  standard was released.

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Revisions of ISO 9001
Second revision named as ISO 90012000
2008
2000
First revision named as ISO 90011994
1994
Originally released as ISO 90011987
1987
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ISO 90012000 Family of Standards

• CORE STANDARDS
• ISO 90002000 Fundamentals and Vocabulary
• ISO 90012000 QMS Requirements
• ISO 90042000 Guidelines for Performance
  Improvement
• SUPPORTING STANDARDS
• ISO 100051995 Guidelines for Quality Plans
• ISO 100062003 Guidelines for Project
  Management
• ISO 100072003 Guidelines for Configuration Mgt
• ISO 10012 Measurement Management System
• ISO 100132001 Documentation
• ISO/TR 100141999 Economics Of Quality
• ISO/TR 100152000 Training
• ISO/TR 100172003 Statistics
• ISO 190112003 Auditing
• ISO 100022004 Complaint handling
• ISO 10001 Market based Code of Conduct
• ISO 10003 External Dispute Resolution System

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Application of ISO 9001

• ISO 9001 is applicable to any type and any size
  of organization
• It is not an industry specific or product
  specific standard
• ISO 9001 involves third party certification
• an independent auditing agency audits the
  organization against the requirements of the
  standard and issues certificate on successful
  compliance
• ISO 9001 Certification is valid for three years
• initial certification audit
• yearly or half-yearly surveillance audits

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• For your employees
• Staff gets a better understanding of their role
  and objectives, by having a documented management
  system.
• They benefit from reduced stress levels, because
  they are using an efficient management system and
  because they know what is expected of them.
• They get increased morale and a sense of pride
  through achieving the goals of registration and
  customer satisfaction.
• New staff can immediately learn their job,
  because the details are in writing.

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• For your organization
• Your products will be of a more consistent
  quality, and you will produce fewer rejects.
• You gain cost savings, because your production
  will be more efficient. There are economies in
  production (because your systems are controlled
  from start to finish), and economies in time that
  was formerly spend re-doing work.
• You can improve the quality of your raw materials
  by requiring your suppliers to have a ISO 9001
  system.
• Export marketing is easier, because some foreign
  buyers recognize ISO 9001 (BS 5750).

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1. You can expect preferential treatment from
   potential customers who have ISO 9001
   certification. This means an increase in new
   business.
2. You secure greater customer loyalty, because you
   continuously satisfy their needs and give them no
   cause to seek another supplier. That means you
   suffer fewer customer losses.
3. You can use ISO 9001 in your publicity to win
   more sales.
4. ISO 9001 helps you minimize the risk of producing
   unsafe products. It may also give you some
   protection law against product liability claims.
5. Being first in your area or industry may put you
   ahead of your rivals by 18 months to two years.

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• For your customers
• Your customers get a known level of quality that
  is independently audited.
• They get a means of choosing between competing
  suppliers.
• They can have more confidence in your goods.
• ISO 9001 minimize their risk, by publishing
  responsibility on to their supplier (i.e. you).
• They can manage you, their supplier, better by
  specifying that you must have a ISO 9001 system.
• They can assess your quality system, and thus
  check your ability to produce satisfactory goods
  and services.

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Essential features of the ISO 9000 family

• ISO 90012008 is the standard that provides a set
  of standardized requirements for a quality
  management system, regardless of what the user
  organization does, its size, or whether it is in
  the private, or public sector. It is the only
  standard in the family against which
  organizations can be certified although
  certification is not a compulsory requirement of
  the standard.
• The other standards in the family cover specific
  aspects such as fundamentals and vocabulary,
  performance improvements, documentation,
  training, and financial and economic aspects.

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Changing Scope of Quality
to
Organizational Quality Dept.-Wise Performance
from
Only Product Quality
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8 Quality Management Principles
Customer-focus
8 QUALITYMANAGEMENTPRINCIPLES
Mutually beneficial supplier relationship
Leadership
Factual Approach to Management
Involvement ofPeople
ContinualImprovement
Process Approach
System approach to management
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1. Customer Focused

• Organizations depend on their customers and
  therefore should
• understand current and future customer needs,
• meet customer requirements, and
• strive to exceed customer expectations.

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2. Leadership

• Leaders should
• establish unity of purpose (vision and mission)
• provide direction to the organization (policy and
  objectives)
• provide resources to achieve organizations
  objectives

Corporate Goal
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3. Involvement Of People

• People at all levels are the essence of an
  organization. Therefore,
• their full involvement enables their abilities to
  be used for the organizations benefit

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4. Process Approach

• Organizations need to do more than simply monitor
  process outputs, (typically through inspection
  activities)
• they must also control all process inputs,
  (people, facilities/equipment, material and
  methods)
• and, they must establish appropriate controls
  over the transformation activities, (if desired
  results are to be achieved consistently and
  efficiently)

Resources
Transformation
Inputs
Outputs
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5. System Approach To Management

• Organizations must understand a system is a set
  of interrelated processes, and
• the output of one process is the input to one or
  more subsequent processes, so
• It is critical to manage the white space (or
  interface) between processes to ensure that the
  overall system is effective

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6. Continual Improvement

• Continual improvement should be a permanent
  objective of the organization

ContinualImprovement
Plan
Act

• Measure/Monitor Results against Objectives
• Improve Process, and
• Change QMS as needed to achieve and sustain
  Desired Results

Results
Do
Check
QMS
Baseline Performance
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7. Factual Approach To Decision Making

• Effective decisions should be based on
• the analysis of data and information

DECISION
COLLECTION OF DATA
ANALYSIS
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8. Mutually Beneficial Supplier Relationships

• An organization and its suppliers are
  interdependent. Therefore
• a mutually beneficial relationship should be
  established between them to enhance the ability
  of both to create value

VENDORS
PRODUCT OR SERVICE

ORGANIZATION
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Why an organization should implement ISO 90012008

• Without satisfied customers, an organization is
  in peril!
• To keep customers satisfied, the organization
  needs to meet their requirements.
• The ISO 90012008 standard provides a tried and
  tested framework for taking a systematic approach
  to managing the organization's processes so that
  they consistently turn out product that satisfies
  customers' expectations.

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How the ISO 90012008 model works

• The requirements for a quality system have been
  standardized - but many organizations like to
  think of themselves as unique. So how does ISO
  90012008 allow for the diversity of say, on the
  one hand, a "Mr. and Mrs." enterprise, and on the
  other, to a multinational manufacturing company
  with service components, or a public utility, or
  a government administration?
• The answer is that ISO 90012008 lays down what
  requirements your quality system must meet, but
  does not dictate how they should be met in any
  particular organization. This leaves great scope
  and flexibility for implementation in different
  business sectors and business cultures, as well
  as in different national cultures.

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• Checking that it works
• The standard requires the organization itself to
  audit its ISO 90012008-based quality system to
  verify that it is managing its processes
  effectively - or, to put it another way, to check
  that it is fully in control of its activities.
• In addition, the organization may invite its
  clients to audit the quality system in order to
  give them confidence that the organization is
  capable of delivering products or services that
  will meet their requirements.
• Lastly, the organization may engage the services
  of an independent quality system certification
  body to obtain an ISO 90012008 certificate of
  conformity. This last option has proved extremely
  popular in the market-place because of the
  perceived credibility of an independent
  assessment.
• The organization may thus avoid multiple audits
  by its clients, or reduce the frequency or
  duration of client audits. The certificate can
  also serve as a business reference between the
  organization and potential clients, especially
  when supplier and client are new to each other,
  or far removed geographically, as in an export
  context.

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Quality management principles

• http//www.iso.org/iso/iso_catalogue/management_an
  d_leadership_standards/quality_management/qmp.htm