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QMS 2

The document discusses quality management systems and quality concepts. It covers topics like the evolution of quality, quality management, and quality management systems. It also discusses quality vocabulary, quality management principles like process approach and PDCA cycles, risk-based thinking, ISO 9001 standards, and auditing processes.

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0% found this document useful (0 votes)
39 views31 pages

QMS 2

The document discusses quality management systems and quality concepts. It covers topics like the evolution of quality, quality management, and quality management systems. It also discusses quality vocabulary, quality management principles like process approach and PDCA cycles, risk-based thinking, ISO 9001 standards, and auditing processes.

Uploaded by

2023ht74073
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Quality

Management System
BITS Pilani Mr. Prashant Bawa
Guest Faculty
Pilani Campus
BITS Pilani
Pilani Campus

QM ZG524
QUALITY MANAGEMENT SYSTEM
LECTURE NO: 2
Course content

Quality management and QMS  Evolution of quality, quality management and QMS
Quality concepts  Salient quality vocabulary.
Service Quality  SRVQUAL Model
FUNDAMENTALS

Quality vocabulary  Salient quality vocabulary.


QMP and PDCA  QMP
 Process
 Process approach,
 Process mapping
 PDCA/PDSA
PDCA  Correction/PA/CA/Cost of Quality
Risk Based Thinking  Risk Management and Risk Based Thinking
Management of Sustainability  ISO-9004-management of sustainability of QMS (ISO-9001)
Quality Management Tools  New & Old
ISO-9001:2015  ISO-9001:2015,
QMS

 Requirements of each of clauses 4 to 10.


 Documentation structure.
Auditing Process  Understanding auditing process
 Documentation process

BITS Pilani, Pilani Campus


Recap

Quality Management and QMS

Evolution of quality, quality management and QMS

BITS Pilani, Pilani Campus


Quality Concepts

Salient Quality Vocabulary

BITS Pilani, Pilani Campus


Basics of QMS - Process

• Process and Process Model


Definitions
Examples

• Expectation from a Process

• Monitoring and Measurement

• Process – Subprocess
Example

• Process Mapping
Examples

BITS Pilani, Pilani Campus


Basics of QMS - Process

Management System Standard


QMS (ISO 9001:2015)
Process Model

A set of related and interdependent activities,


carried
out in a specific sequence for the purpose of
PROCESS

converting specific inputs to planned outputs.


– Design process
– Manufacturing process
– Budgeting process
– Admission process

Activity can not give an output, it contributes in process.


e.g. switch the computer ‘ON’, pick up a spanner, load a part on the machine
BITS Pilani, Pilani Campus
Basics of QMS - Process

A set of related and interdependent activities, carried


out in a specific sequence for the purpose of converting
specific inputs to planned outputs.

Output from a process can be realized if and only if activities are carried
out in a predefined sequence.

e.g. Load raw


material Machining Inspect Unload PRODUCT
on Machine

Activities carried out without an aim and/or without a fixed sequence do not
build process.
Sudden happening is not a process.

BITS Pilani, Pilani Campus


Basics of QMS - Process

Requirements
Needs
Expectations

Driving Force

INPUT PROCESS OUTPUT


Infrastructure
Food
Human resource
Automobile
Materials
Pencil
Energy
Report
Information

PROCESS MODEL

BITS Pilani, Pilani Campus


Basics of QMS - Process

Requirements
Needs
Expectations

Characteristics
Driving
Force Qualitative

INPUT PROCESS OUTPUT Quantitative


Infrastructure
Food
Human resource
Automobile
Materials
Pencil
Energy
Report
Information

PROCESS MODEL

BITS Pilani, Pilani Campus


Basics of QMS - Process
Requirements
Needs

Characteristics
Expectations
Driving Force Qualitative

INPUT PROCESS OUTPUT Quantitative


Infrastructure
Food
Human resource
Automobile
Materials
Pencil
Energy
Report
Information

PROCESS MODEL

Examples:
1. A typing process – report
5 A4 pages with double spacing in 1 hour
without any spelling/punctuation mistake
2. A machining process – component
A machine turns 20 pieces per hour
with dia. (19.90-20.10 mm ) with acceptable surface finish
BITS Pilani, Pilani Campus
Definition of process
(Ref ISO 9000:2008)

BITS Pilani, Pilani Campus


Components of a Process

Requirements
Needs
Expectations

Driving Force
SUPPLIERS CUSTOMERS

INPUT PROCESS OUTPUT


Infrastructure PRODUCT
Human resource Food
Materials SIPOC Automobile
Energy Pencil
Information Report

PROCESS MODEL

BITS Pilani, Pilani Campus


Components of a Process

Requirements
Needs
Expectations

Driving Examples
Force
SUPPLIERS CUSTOMERS

INPUT PROCESS OUTPUT 1. Purchasing Process


Infrastructure
PRODUCT
Human
resource
Food 2. Machining Process
Automobile
Materials SIPOC
Pencil
Energy
Report
Information

PROCESS MODEL

BITS Pilani, Pilani Campus


Expectations from a Process

Effectiveness
Efficiency

Repeatability
Reproducibility

BITS Pilani, Pilani Campus


Monitoring and Measurement

Q: How to carry out the process? A: Procedure

Why process control?

Assessment of current
performance

Measure
Monitor

BITS Pilani, Pilani Campus


Process – Sub Process - Activity

BITS Pilani, Pilani Campus


Process Mapping

BITS Pilani, Pilani Campus


Process Mapping – an Example

BITS Pilani, Pilani Campus


Basics of QMS –
Process Approach / Management

• Introduction

• Process Approach

• Process Management Steps

• Explanation

• Process Control

• System

BITS Pilani, Pilani Campus


Introduction

Process approach means to manage and control


the processes of the organizations

• To manage
- The inputs and outputs of the processes
- Sequence, interactions dependencies and interdependencies of and
between the processes
• To control the processes

MANAGE = CONTROL
Implies that process approach means process management

BITS Pilani, Pilani Campus


Process Management

Process management is the


collective result of

Planning
Implementation
Monitoring / measurement of operations
Monitoring / measurement of results

of every process, sub process and


activity

BITS Pilani, Pilani Campus


Process Management - Steps

• Process owner (I)


• Customers, requirements, inputs and suppliers (II, III, V, VI)
(SIPOC in previous discussion)

• Measures of process performance (IV)

• Define the process steps – standardization (VII)

• Sequence, interactions and interdependencies (VIII)

BITS Pilani, Pilani Campus


Process Owner

Process owner (I)


It is necessary to establish management responsibilities and accountabilities for the
process performance.
• Functional grouping – HR, Finance, etc.
• In any function - the results are the outputs of the processes only
• More than one process in one function or one process across many functions
e.g. the tendering process
Normally marketing carries it out. But in project driven organizations, it may be
marketing, design engg., production, quality, purchasing, etc.

Problem : Loss of tenders due to delays and mistakes


Solution : Appoint process owner

Another example – Materials manager (also the owner of dispatch process)


Dispatch process – marketing, production, packing, excise (separate heads)
Output : TIMELY DISPATCH OF PRODUCTS AS PLANNED is the responsibility of
process owner of the dispatch process

BITS Pilani, Pilani Campus


Measures of
Process Performance (Step IV)

If you cannot measure something, you cannot manage it.

Quantitative as well qualitative (Output characteristics)

Define the process steps – standardize the process

Standardized process – repeatable and reproducible

If the process is improved, improved process needs standardization

BITS Pilani, Pilani Campus


Step 8

Sequence, interactions and interdependencies of processes

Process [as defined in ISO 9000:2015 (clause 3.4.1) ]


A set of interrelated or interacting activities that transform inputs into outputs to
deliver an intended result.

Organization: A system of many interrelated or/and interacting processes


working in a predetermined sequence.

Sequence and relationship with other processes

BITS Pilani, Pilani Campus


I/P2O/P – Tabular Form

BITS Pilani, Pilani Campus


Process Control

To assess current status of the process

BITS Pilani, Pilani Campus


Process Control

What do we monitor/measure in a process?


Characteristics / parameters

Monitoring Check, supervise and/or critically observe


Measurement Determination of the value
Both need planning, resources provided and implemented

Subsequent to monitor/measure Analysis to evaluate performance


Corrective action If variance is observed
Completes control

BITS Pilani, Pilani Campus


Process Control

 Processes are organization specific


 Selection of a process – Type and complexity of business
 Processes having significant on organization's objectives
shall be given more focus
 Process management - proactive management
 Process management – ensures focus on efficiency and
effectiveness
 Which is more important - efficiency and effectiveness ?
 Periodic review - interrelationships and dependencies of
processes
 A process is not a process till it is standardized.

BITS Pilani, Pilani Campus


System

System Process
System is a set of many A process is defined as a logical
interconnected parts which, with all sequence of related activities carried
parts working together operates as an out for the purpose of converting
integrated whole. The interconnected inputs into outputs
parts consists of people, processes
and technologies
A system may have many subsystems, A process may have one or more
components and processes as its systems/subsystems and/or
interconnected parts processes/sub processes
Examples: an automobile, a Examples: Design, manufacturing,
computer, human body or an tendering
organization
System executes process It enables people do what they do
Systems are concerned with efficiency Processes are concerned with
effectiveness
It produces outcomes It produces outputs

BITS Pilani, Pilani Campus

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