Professional Documents
Culture Documents
Ryall2001 PDF
Ryall2001 PDF
Quality
Systems
Handbook
Understanding and implementing
All rights are reserved. No. part of this work may be reporduced, copied, stored,
distributed or transmitted in any form, or by any means, including photocopying.
Scanning, or other mechanical or electronic methods without the prior written
permission of the publisher.
www.standards.com.au
This is a free 22 page sample. Access the full version online.
This is a free 22 page sample. Access the full version online.
Systems
Hidden Gold!
Bill Jarrard and Johan Kruithof
QI Publishing Company, 1999
This is a free 22 page sample. Access the full version online.
Quality is never a problem;
Quality is the solution to your problem!
Myron Tribus
This is a free 22 page sample. Access the full version online.
Foreword
Prof. John Dalrymple
The advent of the international marketplace has highlighted the need for
competitiveness in the provision of goods and services. There is a need to
address international competition rather than just being the best in the local
market. Additionally, the demands of industrial and domestic consumers
have increased more rapidly in the past two decades than in the previous two
centuries. Thus, for every supplier of goods and services, the requirements
and specifications are becoming more and more demanding and their
customers are less and less tolerant of failure to achieve the highest levels
of performance.
These developments have increased access to goods and services for a much
wider range of consumers and contributed to the significant improvements
in standards of living and quality of life of people throughout the world.
However, this has been achieved at the cost of considerable turbulence in the
This is a free 22 page sample. Access the full version online.
This new book sets the approach and philosophy of quality in context and
demonstrates the relationship between quality failure and waste. This is then
linked to the inevitable loss of competitive opportunity that arises for a
company which still doesn’t recognise waste for what it is, when it
encounters one where significant measures have been taken to reduce waste.
In the global market, there is a certain inevitability about the existence of
that other, more competitive company!
This is a free 22 page sample. Access the full version online.
For the practitioner seeking to make sense of “What do I do now that the
2000 version of ISO 9000 is out?” this book provides a valuable roadmap
with which to navigate the changing landscape of the Standard. The useful
appendices list the appropriate standards, trace the differences between the
1994 version and the 2000 version and outline the principles underpinning
ISO 9001. For the student wishing to study the quality discipline in depth,
this book provides a rich source from which to begin the journey towards
greater understanding of the role of quality in the organization. For the
manager, the book presents the case for quality and its role in the
organization. It links the principles through the implementation and proceeds
to Business Excellence Models and Frameworks. In this respect, it provides
supportive insights for the manager at every level and to organizations at
every stage of their journey of continuous improvement.
John F Dalrymple
Computing Devices Professor of Quality Management
Head of the School of Management
RMIT University
This is a free 22 page sample. Access the full version online.
About the Authors
Jeff Ryall
After a long career in the sciences and in Information Technology, Jo’s keen
interest in the people aspects of knowledge and technology have led him to
seek opportunities in the fields of writing, speaking, education, facilitation,
and consulting. Actively involved in the philosophy and practice of Quality
and Continuous Improvement, he is the principal of his own company
Quality Insights Pty Ltd.
Psychological Type.
With this book, we have tried to create a truly useful and user-friendly guide
to Quality Systems in their broadest sense. We present both the spirit and the
value-adding implementation of ISO 9000:2000 and we explain the wider
business excellence culture in which standards and systems make the
greatest contribution to an organisation’s long-term success. More about all
of that in the Introduction.
It has been a major effort - so much has changed and there is so much we
have learned since we first wrote ‘The Quality Standards Handbook’ in
1994. We hope we have succeeded in passing on some valuable aspects of
our knowledge and experience, as well as our passion for the subject.
Of course, there have also been many other people who have made valuable
contributions in various ways: by making useful suggestions, by being
available to toss ideas around, by reading the manuscript and giving value-
adding feedback, and by being around when we needed support and
encouragement. We particularly would like to thank our spouses, Kris Ryall
and Mary Kruithof - our most significant partners in this and all our
endeavours. Thanks also to Howard Paul of Standards Australia, for his faith
and patience with this book, and for generally being a tremendously positive
and encouraging person to work with.
This is a free 22 page sample. Access the full version online.
For both of us there is a broad network of people who have offered their
friendship, insights and support over the years. We are, in many ways, a
product of those relationships. Special personal acknowledgments need to
go to…
We thank all those people who bought copies of our previous books and who
gave us their feedback - mostly positive and always helpful. We are very
pleased to have the opportunity to present this new book, to point the way
forward, until inevitable improvements to the standards force us back to the
keyboard once again.
Finally, we would like to dedicate this book to all those who seek to apply
Quality principles to Quality systems in the pursuit of business excellence.
References made in this book to the Australian Quality Council (AQC), the
Australian Business Excellence Framework (ABEF) and the Australian Business
Excellence Awards were valid at the time of going to print. However, at that
time there was a suggestion that the way in which the AQC and/or the ABEF are
administered may change in 2002.
Please feel free to contact the publishers or the authors if you have difficulties
accessing any of these references.
CONTENTS
Introduction 1
Part 1
A brief outline of the philosophy of ISO 9004 and its fit with
the eight principles.
Part 3
process.
Part 4
Epilogue 297
Index 309
Paul Kemp
This book is about Quality Management Systems and about quality in its
broadest sense. It explains how to apply quality thinking and quality
practices, to create sustainable success in your business, by reducing your
risks and improving your bottom-line results.
At the other end of the scale they may have, like Topsy, ‘just grown’ and be
totally informal. This is a serious concern, because it can be argued that the
Quality System is the most critical system within the whole organisation -
it is through the operation of this system that the organisation creates value.
The accounting concept of ‘value added’ is a measure of the difference
between the sales revenue and the cost of bought-in goods and services and
this is, in fact, the value created by people working within the processes of
the Quality System. An effective Quality Management System therefore
supports and contributes to the profitability of the organisation, through
helping these value-adding process work more smoothly and more reliably.
If it doesn’t, then there is something wrong with the organisation or the
system, or both.
should it be. The ISO 9000 series of standards is intended to reflect the
principles of good management practices. For many people they provide a
valuable source of ideas, and a proven model on which to base their Quality
Management System design. Consequently, numerous organisations have
implemented Quality Management Systems according to these standards, or
are in the process of doing so.
Unfortunately, there are many instances where the benefits are hardly
discernible, and the maintenance of the system has become a burdensome
overhead. Often this results from an inadequate understanding of the spirit
Introduction 3
their role to play. At the same time they are interlinked with each other and
with corporate strategies and values, to best serve the enterprise’s particular,
unique way of doing business.
When Quality Management Systems are developed with this focus, they are
able to support the delivery of intended organisational outcomes - to
Customers and other interested parties. They more than pay their way.
• Proper planning,
• Having the right kind of reasons and objectives,
• Being Customer-oriented,
• Focussing on Continual Improvement,
• Designing and implementing Quality Systems,
• Understanding Quality System Standards,
• Managing the certification process,
• Seeing the bigger Quality picture,
• Embracing emerging trends in management systems practice.
So, whether you produce goods or services, whether your business is big or
small, whether you’re well-established or just starting out, this book is about
making Quality Systems work for you as a positive force in your quest for
Continual Improvement and sustainable business success.
Milton S Hershey
This is a free 22 page sample. Access the full version online.
The Ins and Outs of
Systems and Standards
“We have become more capable and better because of quality assurance.
This is a free 22 page sample. Access the full version online.
It does work. Everyone understands and it makes the job easier. We know
where we’re heading now; things flow better, they are more orderly and we
get it right. It does work. Anyone who says it’s bullshit is wrong. But if
you make it too &$*#@!% hard, no one will do it.”
SAI Global also carries a wide range of publications from a wide variety of Standards Publishers: