Unit 6 Managing Quality and ISO

6.1: Universal Standards of Quality

🌐 What Is ISO 9000?

The ISO 9000 family comprises a set of international standards for quality management systems
(QMS), developed by the International Organization for Standardization (ISO). These standards
are designed to help organizations ensure they meet customer and other stakeholder needs within
statutory and regulatory requirements related to a product or service. The ISO 9000 series is
applicable to organizations of any size or sector. Wikipedia

🧭 Core Standards in the ISO 9000 Family

1. ISO 9000:2015 – Quality Management Systems – Fundamentals and Vocabulary

This standard outlines the fundamental concepts, principles, and vocabulary used in
quality management systems.
2. ISO 9001:2015 – Quality Management Systems – Requirements
This is the only standard in the ISO 9000 family that can be certified to. It specifies the
requirements for a QMS and is used by organizations to demonstrate their ability to
consistently provide products and services that meet customer and regulatory
requirements.
3. ISO 9004:2018 – Quality Management – Quality of an Organization – Guidance to
Achieve Sustained Success
This standard provides guidance for organizations to achieve sustained success through a
quality management approach.
4. ISO 19011:2018 – Guidelines for Auditing Management Systems
This standard offers guidance on auditing management systems, including the principles
of auditing, managing audit programs, and conducting management system audits.

📌 Seven Quality Management Principles

The ISO 9000 standards are based on seven quality management principles that provide a
foundation for organizations aiming to improve their performance:Wikipedia

1. Customer Focus – Understanding and meeting customer needs and striving to exceed
customer expectations.Wikipedia
2. Leadership – Establishing unity of purpose and direction, creating conditions for people
to be engaged in achieving quality objectives.LinkedIn+1Wikipedia+1
3. Engagement of People – Competent, empowered, and engaged people at all levels are
essential to enhance the organization's capability.Wikipedia
4. Process Approach – Consistent and predictable results are achieved more effectively
and efficiently when activities are understood and managed as interrelated processes.
5. Improvement – Successful organizations have an ongoing focus on improvement.
 6. Evidence-Based Decision Making – Decisions based on the analysis and evaluation of
data and information are more likely to produce desired results.
7. Relationship Management – For sustained success, organizations manage their
relationships with interested parties, such as suppliers.

🏛️ Historical Context

The ISO 9000 series was first published in 1987, evolving from earlier quality standards like the
British Standard BS 5750. It has undergone several revisions to adapt to changing quality
management practices, with significant updates in 1994, 2000, 2008, and 2015.
ScholarWorks+2Wikipedia+2ASQ+2

📚 Additional Resources

 ASQ – ISO 9000 Series Overview: Provides detailed information on the ISO 9000
family of standards. ASQ
 SafetyCulture – ISO 9000 Standards Guide: Offers insights into the different standards
within the ISO 9000 family.
 The 9000 Store – ISO 9000 Series of Quality Standards: Explains the purpose and
application of the ISO 9000 series.

6.2: Benefits of ISO Certification

1. Enhanced Customer Satisfaction and Loyalty

ISO 9001 emphasizes understanding and meeting customer requirements, leading to improved
customer satisfaction and fostering loyalty. ISO 9001 Certification

2. Improved Operational Efficiency

Implementing ISO 9001 encourages organizations to streamline processes, reduce waste, and
enhance efficiency, resulting in cost savings and increased productivity. PECB

3. Increased Market Access and Competitiveness

ISO certification can enhance an organization's credibility, making it more competitive and
opening doors to new markets, especially where certification is a requirement. ASQ

4. Better Risk Management

Adopting ISO 9001 helps organizations identify potential risks and implement preventive
measures, leading to more consistent quality and reduced errors.

5. Employee Engagement and Satisfaction

ISO 9001 promotes employee involvement in quality management processes, leading to
increased job satisfaction and a more competent workforce. ISO 9001 Certification

6. Continuous Improvement Culture

The standard fosters a culture of continuous improvement, encouraging organizations to

regularly assess and enhance their processes and performance. PECB

7. Regulatory Compliance

ISO 9001 provides a framework for meeting statutory and regulatory requirements, aiding
organizations in maintaining compliance across various jurisdictions.

8. Improved Decision-Making

The standard emphasizes evidence-based decision-making, enabling organizations to make

informed choices based on data analysis.

9. Enhanced Supplier Relationships

ISO 9001 encourages organizations to evaluate and select suppliers based on their ability to meet
quality requirements, leading to more reliable supply chains.

10. Increased Revenue Opportunities

Certification can lead to increased revenue by improving customer satisfaction, operational

efficiency, and access to new markets. Skillcast | Compliance Made Simple

6.3: Getting Certified

1. Secure Management Commitment

Begin by obtaining full support from top management. Their commitment is crucial for
allocating necessary resources, defining quality objectives, and fostering a culture that values
continuous improvement.Compliancehelp Consulting, LLC

2. Understand ISO 9001 Requirements

Familiarize yourself with the ISO 9001:2015 standard to grasp its structure, principles, and
requirements. This understanding will guide the development and implementation of your QMS.

3. Conduct a Gap Analysis

Assess your current processes against ISO 9001 requirements to identify areas needing
improvement. This analysis helps in creating a focused action plan to address deficiencies.
4. Develop and Implement the QMS

Design a QMS tailored to your organization's needs, including:

 Documented procedures and policies

 Defined roles and responsibilities
 Process controls and performance metricsVeeva Quality Cloud+1ISO 9001
Checklist+1Amtivo

Implement the QMS across the organization, ensuring all employees are trained and understand
their roles within the system.

5. Perform Internal Audits

Regularly audit your QMS to verify compliance with ISO 9001 standards and to identify
opportunities for improvement. Internal audits are essential for maintaining the effectiveness of
the QMS.

6. Select a Certification Body

Choose an accredited certification body to conduct the external audit. Accreditation ensures the
certification body's competence and impartiality.Veeva Quality Cloud+3Reddit+3ISO+3

7. Undergo the Certification Audit

The certification process typically involves:

 Stage 1 Audit: Review of documentation and readiness for certification.

 Stage 2 Audit: On-site assessment to verify that the QMS is effectively implemented and
complies with ISO 9001 requirements.

8. Achieve Certification and Maintain Compliance

Upon successful completion of the audits, your organization will receive ISO 9001 certification.
Maintain compliance through:

 Regular surveillance audits (usually annually)

 Continuous improvement initiatives
 Periodic management reviews

Additional Resources:

 ISO Official Certification Guide

 9001Simplified: ISO 9001 Certification Steps
  PECB: ISO 9001 Implementation Guide

Section 6.4: Application of ISO 9000 Series in Education:

6.4 Application of ISO 9000 Series in Education

The ISO 9000 series, developed by the International Organization for Standardization
(ISO), outlines the principles and requirements for Quality Management Systems (QMS) that
are designed to help organizations consistently meet customer and regulatory requirements.
Though originally intended for manufacturing and service industries, the standards have been
successfully adapted for the education and training sectors (Cedefop, 2000; Psomas et al.,
2013).

In educational institutions, ISO 9000 provides a systematic framework for managing processes,
ensuring accountability, and fostering a culture of continuous improvement to better serve
students, faculty, and stakeholders (Murgatroyd & Morgan, 1994).

Key Applications in the Education Sector

1. Standardization of Processes
ISO 9000 enables schools, colleges, and universities to define, document, and standardize
key academic and administrative processes—including admissions, curriculum
development, assessment, and student support—thereby ensuring consistency,
transparency, and quality (Sallis, 2002).
2. Quality Assurance and Accountability
By implementing ISO 9001, institutions can establish measurable quality objectives,
clearly assign responsibilities, and conduct regular internal audits to ensure continuous
monitoring and improvement. This approach promotes institutional accountability and
stakeholder trust (Psomas et al., 2013).
3. Continuous Improvement (PDCA Cycle)
The Plan–Do–Check–Act (PDCA) model embedded within ISO 9001 cultivates a
mindset of iterative improvement. Institutions analyze performance data, take corrective
actions, and refine practices, resulting in better teaching, learning, and administrative
outcomes (Deming, 1986; ISO, 2015).
4. Stakeholder Satisfaction
ISO emphasizes the need to understand and meet the expectations of students, parents,
faculty, and employers. Systematic feedback mechanisms improve responsiveness and
satisfaction across all stakeholder groups (Cedefop, 2000).
5. Documentation and Evidence-Based Decision-Making
Effective documentation of academic plans, evaluations, student feedback, and outcomes
enhances transparency and supports data-driven decisions. It also ensures compliance
with accreditation and regulatory requirements (Karapetrovic, 2001).
 6. Staff Competency and Professional Development
ISO 9001 underscores the importance of competent personnel. Institutions are
encouraged to invest in regular training, professional development, and performance
evaluation for educators and administrators (Sallis, 2002).
7. Risk-Based Thinking and Preventive Measures
The 2015 revision of ISO 9001 introduced risk-based thinking, guiding institutions to
proactively identify, assess, and mitigate potential disruptions in educational delivery
(ISO, 2015).

Benefits for Educational Institutions

 Improved student learning outcomes and satisfaction

 Greater institutional efficiency and optimal use of resources
 Enhanced national and international credibility
 Streamlined accreditation and compliance with regulatory bodies
 Stronger alignment with global best practices in quality assurance

🔍 Additional Academic Resources

1. Vries, P. de & Nieuwenhuis, A. (2001).

"European practices in quality assurance in higher education."
European Journal of Education, 36(3), 311–327.
▶ Explores quality management practices in European higher education, including ISO
applications.
DOI: 10.1111/1467-3435.00285
2. Douglas, A., Douglas, J., & Barnes, B. (2006).
"Measuring student satisfaction at a UK university."
Quality Assurance in Education, 14(3), 251–267.
▶ Links student satisfaction to quality management systems like ISO 9001.
https://doi.org/10.1108/09684880610678568
3. Piskar, F. & Dolinšek, S. (2006).
"Implementation of the ISO 9001:2000 standard in the field of higher education."
Journal of Engineering Education, 95(3), 309–316.
▶ Offers a case study of ISO 9001 implementation in a Slovenian university.
https://doi.org/10.1002/j.2168-9830.2006.tb00906.x
4. Badri, M. A., Abdulla, M., & Al-Madani, A. (2006).
"Information technology center service quality: assessment and application of
SERVQUAL."
International Journal of Quality & Reliability Management, 23(4), 380–400.
▶ Discusses quality models, including ISO, in educational support services.
https://doi.org/10.1108/02656710610648239
📘 Books and Reports

1. UNESCO (2008).
"Quality Assurance and Accreditation: A Glossary of Basic Terms and Definitions."
▶ Offers definitions and conceptual links between quality assurance frameworks and ISO
standards.
UNESCO PDF
2. OECD (2012).
"Quality Matters in Early Childhood Education and Care."
▶ Provides frameworks that parallel ISO 9000 principles, particularly in continuous
improvement.
OECD Publications
3. European Training Foundation (ETF) (2010).
"Quality Assurance in Vocational Education and Training: Policies and Practice for
Quality Improvement."
▶ Case studies from multiple countries showing QMS and ISO applications in VET
institutions.
https://www.etf.europa.eu/en

🏫 Institutional Case Studies and Guidelines

1. University of Malaya (Malaysia)

Implemented ISO 9001 for its academic and administrative units; documentation
available via university QA offices.
2. Technical and Vocational Education Institutions in Taiwan
Referenced in the article:
➤ Wang, L. C. (2010). "The development of quality assurance systems in Taiwan's
higher education."
Available on ResearchGate
3. Kenya Institute of Management (KIM)
Published its own QMS manual under ISO 9001, offering a model for educational
implementation in developing countries.
kim.ac.ke