NEED FOR STANDARDIZATIONStandardization is the process of developing

and implementing technical standards.

Standardization is implemented greatly when companies release new products or software to market.

Groups can easily communicate through the set guidelines ,it interlocks with lean manufacturing.

INTRODUCTION•  "ISO", derived from the Greek

word isos, meaning "equal".

• ISO (International Organization for Standardization) is the world's largest developer and publisher of International Standards.

• The new organization, ISO, officially began operations on 23 February 1947, in Geneva, Switzerland.

STANDARDIZATION PROCESSProposal StagePreparatory StageCommittee StageEnquiry StageApproval StagePublication Stage

SIGNIFICANCEEFFICIENCYMARKETINGINTERNATIONAL BUSINESSPROFITCONSIDERATIONS

PROCESS APPROACH V/S PRODUCT APPROACHA process is a set of activities that

uses resources (people, machines, etc.) to transform inputs into outputs.

The process approach considers the interaction between these processes, and the inputs and outputs that tie these processes together. The output of one process becomes the input of another.

Types-managing resources ,realization process ,measurement analysis ,management for organization

A method for teaching writing in which learners are given a model and then asked to create something similar.

It doesn’t concern how org. goes about its work or processes.

Types-no specific types

Figure 1: Sample of Process Quality Audit Checklist

Item Check Sample Remarks

Raw materials

Certificate of analysis from the suppliers

10 Report findings

Special testing30 based on the 5 atypical testing categories

Raw material rejections percentage vs. receipts

Monthly data Target less than 3 percent

Packing material

Certificate of analysis from the suppliers

10 Report findings

TestingLess than 5 percent deviation

Corrective actions on complaints

Finished goods

Testing 30 strategic customers Report findings

Shelf-life issues In complianceLess than 5 percent deviation

Customer specifications

Quality Management Systems

ISO 9000

Introduction ISO 9000 was first published in 1987.

The ISO 9000 family of standards represents an

international consensus on good quality

management practices.

It consists of standards and guidelines relating to quality

management systems and related supporting standards

along with the eight management principles.

Eight principlesPrinciple 1: Customer focusOrganizations depend on their customers and therefore should understand current and future customer

needs, should meet customer requirements and strive to exceed customer expectations.

Principle 2: LeadershipLeaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives

Principle 3: Involvement of peoplePeople at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.

Principle 4: Process approachA desired result is achieved more efficiently when activities and related resources are managed as a process.

Principle 5: System approach to managementIdentifying, understanding and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives.

Principle 6: Continual improvementContinual improvement of the organization's overall performance should be a permanent objective of the organization.

Principle 7: Factual approach to decision makingEffective decisions are based on the analysis of data and information

Principle 8: Mutually beneficial supplier relationshipsAn organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value

IntroductionISO 9001 is the internationally recognised

standard for the quality management of businesses.

Applies to the processes that create and control the products and services an organisation supplies

Prescribes systematic control of activities to ensure that the needs and expectations of customers are met

Personnel KnowledgeControl of DocumentsControl of RecordsQuality PolicyQuality ObjectivesResponsibility and AuthorityInternal CommunicationResource ProvisionCompetence and AwarenessWork Environment

Personnel KnowledgePurchasing InformationIdentification and TraceabilityMonitoring and MeasurementControl of Non Conforming ProductContinual ImprovementCorrective Action Preventive Action

Management ReviewGeneralManagement review must be scheduled at fixed periodic intervals.It must include evaluating opportunities for improvement.It must also plan for changes if required on the quality decisions i.e policy and objectives.

Management ReviewReview InputIt must include the following inputs:Audit ResultsCustomer FeedbackConformance details and Process PerformanceStatus of Preventive and Corrective actionsFollow-up reports of prior management activities.Recommendations

Management ReviewReview OutputIt must include written records related to the following actions and decisions:Improvement of the effectiveness of the quality management system and processes that make up the systemImprovement related to the customer requirementsResource needs

ISO 14000 FAMILY OF STANDARDS

Product Evaluation Standards

Organizational Evaluation Standards

ISO 14000- ORGANISATIONAL EVALUATION STANDARDSISO 14001: EMS- Specifications with Guidance

for use

ISO 14004: EMS- Guidelines on Principles,

Systems and supporting Techniques

ISO 14010: Guidelines for Environmental

Auditing

ISO 14031: Guideline on Environmental

Performance Evaluation

ISO 14000- PRODUCT STANDARDSISO 14020: Environmental Labeling- Basic

Principles for all Environmental Labeling

ISO 14040: Life Cycle Assessment- Principles

and Framework.

ISO 14001:2004 ENVIRONMENT MANAGEMENT SYSTEM

A set [or system] of processes and practices

that enable an organization to reduce its

environmental impacts and increase its

operating efficiency

Continuous improvement

Generic Management System

Provides flexibility

ISO 14001:2004EMS meeting the requirements of ISO

14001:2004 is a management tool enabling an organization of any size or type to:

identify and controlimproveimplement

CERTIFICATION PROCESSApplication or contractInitial or preliminary assessment/document

reviewCertification assessmentCertificationCertification maintenance.

Benefits of ISO 14001 CERTIFICATIONCredibilityRegulatory incentivesPrevent pollution and reduce wastePressure from environmentalistsCommunity goodwillPreference in bank loans

Electronics Corporation of India Ltd. (ECIL) After deciding to implement the EMS in the company,  It was also concluded that one

certificate should be obtained for the whole company covering all activities of all divisions. 

Since then, the environmental policy was declared and circulated to all divisions.  Director (Personnel) was assigned to look after the definition, preparation of all necessary documents and implementation. 

As a process of making necessary documents as per ISO 14001, EMS manual and essential documents as per the standard were drafted and finalized by our consultant from Centre for Electronics Testing and Engineering (CETE), Kamalanagar, Hyderabad`. 

These documents were revised as per the latest ISO 14001: 2004 standard and issued to all divisional EMS coordinators for reference in the respective divisions. 

An awareness training programme on “Environmental Management System” was arranged at corporate level for all EMS Coordinators. 

Later on, another programme was conducted to make EMS Coordinators aware of preparing EMS documents. 

The finalized documents were issued to EMS coordinators for implementations in the divisions. 

Internal auditors were trained for auditing the EMS.  First internal audit was conducted in June, 2005.  Simultaneously, an application form was sent to STQC directorate for EMS registration/certification in May, 2005. 

ENVIRONMENTAL POLICY We are committed to ensuring an eco-friendly

environment by establishing, maintaining and continually improving an Environmental Management System

Pollution Control and Waste Minimization. Conservation of Resources through Optimal

Utilization. Promoting actionable awareness among

all Employees, Customers and  Suppliers

Haag-Streit USAReliance Medical Systems

The Reliance team has followed earth-friendly practices for some time. Manufacturing Director, Mike Thompson shrugs off recycling as elementary. He’s had contracts with suppliers who pick up cardboard, scrap metal and oil for recycling. Bins collect batteries, light bulbs and electronics, so they can be recycled or disposed of safely.

More recently, Thompson has started shipping Reliance products in packaging with less waste.

“We were using large protective foam cushions,” said Thompson. “But our customers didn’t have a convenient way to recycle them. We got rid of the foam and now we’re testing new cartons that use even less material.”

• DISTRIBUTORS HELP REDUCE PACKAGING WASTE

Distributors to return shipping cartons for reuse. Reliance team will develop a distributor program that offers incentives for returning the crates.

Many of the components that come into the factory are already being shipped in reusable containers.

Thompson believes achieving ISO 14001 raises organizations to a higher standard of quality and responsibility.

INGREDIENTS FOR SUCCESSFUL EMS

ISO/IEC 20000

36

What is ISO 20000 ?ISO 20000 can be summarised as:

A standard to promote the adoption of an integrated process approach for the effective delivery of managed services to meet business and customer requirements

A set of “controls” against which an organisation can be assessed for effective IT Service Management processes

The ISO 20000 standard defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers

Structure and Contents of ISO/IEC 20000

38

Structure of ISO 20000The Standard is divided into two distinct parts:

Part 1 provides the requirements for IT service management to gain certification

This is relevant to those responsible for initiating, implementing or maintaining IT service management in their organization

Senior Management are responsible and accountable for ensuring all requirements of Part One are met if Certification is sought

39

Structure of ISO 20000Part 2 - Code of Practice for Service

Management

Provides guidance to internal auditors and assists service providers planning service improvements or preparing for audits against ISO 20000

40

Structure of ISO 20000Part 3 - Scope & Applicability

Advice on scoping for service managementPlanning & improvementsScope statements for Certification auditsSuggestions on applicability include adding

Communications or the even wider technology enabled services

Not yet formally agreed. Agreement on content within 12 – 18 months of the Work group which met in May 2006

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ISO 20000 Processes

Service Delivery ProcessesCapacity ManagementService Continuity &Availability Management

Planning & Implementation

Planning New Services

Management Systems Management Responsibility, DocumentationRequirements, Competences, Awareness & Training

Plan, Implement, Monitor, Improve(Plan…. Do…. Check….. Act……)

Planning & Implementing New or Changed Services

Service Level ManagementService Reporting

Information SecurityManagementBudgeting & Accounting forIT Services

Control ProcessesConfiguration Management

Change Management

Release Processes Relationship ProcessesResolution Processes

Release ManagementIncident ManagementProblem Management

Business RelationshipManagementSupplier Management

ISO/IEC 20000

Certification Scheme

43

itSMF will approve Registered Certification Bodies (RCBs) and grant a licence to use the itSMF logo

RCBs are totally independent from any consultancy and their auditors have been specifically trained in IT Service Management

Adding value to the organisation being audited and maintaining the quality of the certification

Process areas already certified from other standards (eg ISO 9000, ISO 27001) are not usually required to be re-audited – as long as the scope is the same

Registered Certification Bodies (RCBs)

Achieving

ISO/IEC 20000 Certification

45

Adopt a Registered Certification Body (RCB)

Confirm the scope of the audit

Make sure you know what’s involved

Carry out initial assessments to determine readiness

Develop an overall plan and get commitment

Carry out detailed reviews and assessments

Create and manage a SIP (Plan, Do, Check, Act)

Implement improvements

Book a formal audit

Main steps to certification

46

Typically comprises:

Agree terms of reference and scopeOff-site assessment of process documentationOn-site audit of staff and process compliancePresentation of the audit findings

and hopefully………….

presentation of the ISO/IEC 20000 Certificate

The certification audit

47

Post Certification Process

Certification is valid for three years

Annual surveillance audits are required

Internal audits are recommended

Full re-audit will be carried out on the third anniversary of Certification being awarded

Reasons for Implementation

49

Reasons for ImplementationISO 20000 has become a basic business

requirement for an organisation in the same manner as ISO 9000

ISO 20000 provides the organisation with the means to operate more effectively and efficiently

ISO 20000 provides an auditable method by which it can assess the quality and conformance of its IT Services

50

Reasons for ImplementationISO 20000 assists organisations to enforce

process compliance

ISO 20000 helps to significantly improve the morale of the IT department, the business and ultimately the Customer

ISO 20000 provides clear evidence that the quality of IT Service Management is taken seriously

Top 10 countries for ISO 9001 certificates - 2009

Rank Country No. of certificates

1 China 257,076

2 Italy 130,066

3 Japan 68,484

4 Spain 59,576

5 Russian Federation 53,152

6 Germany 47,156

7 United Kingdom 41,193

8 India 37,493

9 USA 28,935

10 Korea, Republic of 23,400

ExamplesForbes Marshall

Labs under 9001

DHLExpress 9001Freight 14001

Apple14001 in 1996

ExceptionsHonda

43 out of 46 Honda production facilities around the world have attained ISO certification, and the three remaining facilities—both new—are engaged in the certification process.

Global Honda Quality Standard (G-HQS) 2005

Presented By: - Drashti Bhatt - Drasti Doshi - Nidhi Gala - Meit Gandhi - Shivani Desai - Rahul Mehta - Vidit Dawda - Abigail

D’souza - Bhavik Chinai.