Ch. 6 QUALITY Management Systems

TOTAL QUALITY
MANAGEMENT
Ch. 6
QUALITY
MANAGEMENT
SYSTEMS
QUALITY MANAGEMENT SYSTEMS
•The International Organization for Standardization (ISO)
was found in 1946 in Geneva Switzerland.
•The mandate is to promote the development of
international standards to facilitate the exchange of
goods and services worldwide.
•ISO Technical Committee (TC) 176 developed a series
of international standards for quality systems, which
were first published in 1987.
•The standards (ISO 9000,9001 and 9004) were
intended to be advisory and were developed for use in
two party contractual situations and internal auditing.
• Most countries have adopted the ISO 9000 series as
their national standards.
•In the United States , the national standards are
published by the American National Institute/
American society for quality (ANSI/ASQ) as the
ANSI/ASQ Q9000 series.
•In the two party system , the supplier of the product
or service would develop a quality system that
confirmed to the standard. The customer would then
audit the system for acceptability.
•As this practice is extremely costly, it is replaced by a
third party registration system.
• A quality system registration involves the
assessment and periodic surveillance audit of the
adequacy of a supplier’s quality system by a third
party, who is a registrar
•When a system confirms to the registrar’s
interpretation of the standard, the registrar issues a
certificate of registration to the supplier.
•This registration ensures customers or potential
customers that a supplier has a quality system in
place and it is being monitored.
Benefits for ISO Registration
•ISO standards are needed because the customers
and market are suggesting or demanding compliance
to a quality system.
•There is a needed improvement in processes or
systems and a desire for global deployment of product
or services
•In order to maintain or increase market share , many
organizations are finding they must be in conformance
with an ISO standard.
•Internal benefits that can be received from
developing and implementing a well-documented
quality system can far outweigh the external
pressures
ISO 9000 series of standards
•ISO 9000 Series of standards is generic in scope,
and can be tailored to fit any organization’s needs,
whether it is large or small , a manufacturer or a
service organization.
•Its purpose is to unify quality terms and definitions
used by industrialized nations and use those terms to
demonstrate a supplier’s capability of controlling its
processes.
•The standards require an organization to say what it
is doing to ensure quality, then do what it says, and
finally document or prove that it has done what it said
The three standards of the series
•ISO 9000:2000 –Quality Management Systems (QMS)
– Fundamentals and vocabulary discusses the fundamental
concepts related to the QMS and provides the terminology
used in the other two standards.
•ISO 9001:2000- (QMS) - requirements is the standard

used for registration by demonstrating conformity of the QMS to
customers, regulatory, and the organization’s own
requirements.
•ISO 9004:2000 – (QMS) – Guidelines for performance

improvement provides guidelines that an organization can use
to establish a QMS focused on improving performance.
Sector – Specific Standards
• ISO 9000 system is designed as a simple system
that can be used by any industry.
• Other systems have been developed that are
specific to a particular industry such as automotive
or aerospace.
• These systems use the ISO 9001 as the basic
framework and modify it to their needs.
• There are currently three other quality systems:
1. AS 9100
2. ISO/TS 16949
3. TL 9000
1. AS 9100- Aerospace industry quality system,
released by Society of Automotive Engineers in
May 1997.
• Its development and release represents the first
attempt to unify the requirements of NASA , DOD
and FAA while specifying the aerospace industry
business needs.
• In march 2001 , the International Aerospace
Quality Group (IAQG) aligned AS 9100 with ISO
9001:2000
2. ISO/TS 16949 – This standard is entitled Quality
Systems Automotive Suppliers- Particular Requirements
for the Application of ISO 9001.
• It harmonizes the supplier quality requirements of the U.S.
big three as provided in QS 9000 third edition with the
French, German, and Italian Automakers.
• The standard Has been Approved by Asian Automakers.
• The goal of this technical specification is the development
of fundamental quality systems that provide a continuous
improvement, emphasizing defect prevention, and the
reduction of variation and waste in supply chain.
There are three basic levels:
1. ISO9001,
2. sector-specific requirements and
3. company-specific requirements.
3. TL 9000 – The Quality Excellence for Suppliers of
Telecommunications Forum (QuEST) wrote TL900 to
consolidate the various quality system requirements within
the telecommunications industry.
• It is the specific set of requirements based on ISO9001 the
defines the design, development, production, delivery,
installation, and maintenance to telecommunications
products and services.
• Customers and suppliers receive a number of benefits
including continuous improvement, enhanced
customer/supplier relations, efficient management of
external audits, worldwide standards, increased
competitiveness which results in overall cost reduction,
industry benchmarks for performance metrics and a
platform for improvement initiatives.
ISO 9001 Requirements
• The standard has eight clauses: Normative
References, Definitions, Quality Management
systems, Management responsibility, resource
management, Product And / Or Service Realization,
and Measurement, Analysis and improvement.
• The first three clauses are for information while the
last five are requirements that an organization must
meet.
• The number system used in the standard is followed
in this section.
• The application of a system of processes within an
organization, together with their identification and
interactions and the managing of these processes, it is
referred to as the process approach.
• The process approach emphasizes the importance of:
1. Understanding and fulfilling the requirements
2. The need to consider processes in terms of value added
3. Obtaining results of process performance and
effectiveness
4. Continual improvements of processes based on objective
measures.
Model of a Process- Based Quality Management System
5. Measurement
responsibility
4. QMS 8. Measurement Customer

6. Resource Continual Analysis and Satisfaction
Management improvement Improvement
7. Product
Input Realization Output
Requirements Product
1. Scope- the purpose of standard is for the
organization to demonstrate its ability to provide a
product that meets customer and regulatory
requirements and achieves customer satisfaction.
This purpose is accomplished by evaluating and
continually improving the system, rather than the
product. The requirements of the standard are
intended to be applicable to all types and size of
organizations. Requirements in clause 7, Product
realization, that are not appropriate to the
organization, can be excluded.
2. Normative Reference – ISO 9000:2000

Quality Management Systems- Fundamentals and
Vocabulary are a normative reference that
provides applicable concepts and definitions
3. Terms and Definitions – For the purposes of

this standard, the terms and definitions given in
ISO9000:2000 apply.
In addition, the supply chain is defined as:
Supplier Organization Customer
4. Quality Management Systems (QMS)
4.1 General Requirements
The Organization shall establish , document, implement
and maintain a QMS and continually improve its
effectiveness.
The organization shall;
a) Identify needed processes such as management activities,
provision of resources, product realization and
measurement,
b) Determine their sequence and interaction
c) Determine the criteria and methods for effective operation
and control of these processes
d) Ensure the availability of resources and information
necessary to support and monitor theses processes
e) Monitor, measure and analyze these processes
f) Implement actions to achieve planned results and
continual improvement of these processes.
4.2 Documentation
4.2.1 General – Documentation shall include
a) Statements of a quality policy and quality
objectives
b) A quality manual
c) Required documented procedures
d) Needed documents to ensure effective planning,
operation, and control of processes, and
e) Required records
The extent of documentation depends upon the
organization’s size and type of activities; the
complexity of the processes and their interactions;
and the competency of the employees.
4.2 Documentation
4.2.2 Quality Manual – A quality manual shall
be established and maintained that
includes;
a) The scope of the QMS with details and
justification for any exclusions
b) The documented procedures or reference to
them, and
c) A description of the interaction among the
QMS processes
4.2 Documentation
4.2.3 Control of documents – Documents required by the QMS
shall be controlled. A documented procedure shall be in place to
define the control needed to;
a) Approve documents prier to use
b) Review , update, and re-approve as necessary
c) Identify the current revision status
d) Ensure that the current versions are available at the point of use
e) Ensure that the documents are legible and readily identified
f) Identify and distribute documents of external origin, and
g) Provide for the prompt removal of the obsolete documents and
suitably identify any that may be retained.
Documented procedure means that the procedure is established,

documented, implemented and maintained.
They are required in elements 4.2.3, 4.2.4, 8.2.2, 8.3, 8.5.2, and
8.5.3.
4.2 Documentation
4.2.4 Control of Records – Records shall be established and
maintained to provide evidence of conformity to
requirements and the effective operations of the QMS.
• They shall be legible, readily identifiable and retrievable.
• A document procedure shall be established to define the
controls needed for the identification, storage, protection,
retrieval, retention time , and disposition of records.
• Records can be used to document traceability and to
provide evidence of verification, preventive action, and
corrective action.
• They are required in elements 5.5.6, 5.6.3, 6.2.2, 7.2.2,
7.3.4, 7.3.6, 7.3.7, 7.4.1, 7.5.2, 7.6, and 8.2.4.
5. Management Responsibility
5.1 MANAGEMENT COMMITMENT
Top Management shall provide evidence of its commitment
to the development , implementation, and continual
improvement of the QMS by,
a. Communicating the need to meet customer, legal and
regulatory expectations
b. Establish a quality policy
c. Ensuring that quality objectives are established
d. Conducting management reviews
e. Ensuring the availability of resources
5.2 CUSTOMER FOCUS

Top Management shall ensure that customer requirements
are determined and met with the aim of enhancing customer
satisfaction
5.3 QUALITY POLICY
Top Management insure that the quality policy,

a. Is appropriate to the organization’s purpose or mission
b. Includes a commitment to comply with requirements and
continually improve the effectiveness of the QMS
c. Provides a framework for establishing and reviewing the
quality objectives
d. Is communicated and understood within the organization ,
and
e. Is reviewed for continuing stability
The quality policy gives the overall intention and direction of

the organization related quality.
5.4 PLANNING
5.4.1 Quality Objectives – Top management shall ensure that
quality objectives are established at relevant functions and
levels within the organization and include product
requirements.
They shall be measurable and consistent with the quality
policy and should also ensure that customers expectations
are met
5.4.2 Quality Management System Planning – Top

management shall ensure that the planning of the QMS is
accomplished in order to meet the requirements of the
QMS as stated in the General Requirements.
5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION
5.5.1 Responsibility and Authority – Top management

shall ensure that responsibilities and authorities are
defined and communicated within the organization.
5.5.2 Management Representatives – Top
management shall appoint members of management,
regardless of their other duties, that shall have the
responsibility and authority that includes
a. Ensuring that processes needed for the QMS system are
establishes, implemented and maintained
b. Reporting to top management of the performance of the
QMS and any need for improvement
c. Ensuring the promotion of awareness of customer
requirements throughout the organization
5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION
5.5.3 Internal Communication – Top management shall

ensure that appropriate communication channels are
established within the organization and that
communication takes place regarding the QMS.
Typical communication techniques are management
workplace briefing , recognition of achievement, bulletin
boards, e-mails, and in-house news brochures
5.6 MANAGEMENT REVIEW
5.6.1 General – Top management shall review the QMS at

planned intervals to ensure its continuing suitability,
adequacy and effectiveness.
5.6.2 Review Input – The input shall include information on
a. Results of audit
b. Customer Feedback
c. Process performance and product conformity
d. Status of corrective and preventative performance
e. Follow-up actions from previous management reviews
f. Changes that could affect the QMS, and
g. Recommendations for improvement
5.6 MANAGEMENT REVIEW
5.6.3 Review Output – The output shall include any
decisions and actions related to
a. Improvement of the effectiveness of the QMS and its
processes
b. Improvement of the product related to customer
requirements, and
c. Resource needs
Top Management can use the outputs as inputs to
improvement opportunities
6. Resource Management
6.1 PROVISION OF RESOURCES
The organization shall determine and provide the

resources needed,
a. To implement and maintain QMS and continually
improve its effectiveness, and
b. To enhance customer satisfaction by meeting customer
requirements.
Resources may be people, infrastructure , work

environment, information, suppliers, natural resources
and financial resources.
Resources can be aligned with quality objectives
6.2 HUMAN RESOURCES
6.2.1 General – Personal performing work that affects product
quality shall be competent on the basis of appropriate
education, training, skills and experience
6.2.2 Competence, Awareness and Training – The
organization shall
a. Determine the necessary competence for personnel
performing work affecting product quality.
b. Provide training or take other actions to satisfy the needs,
c. Evaluate effectiveness of the actions taken
d. Ensure that its personnel are aware of the relevance and
importance of their activities and how they contribute to the
achievement of the quality objective.
e. Maintain appropriate records of education, training, skills
and experience
6.3 INFRASTRUCTURE
The organization shall determine , provide, and maintain the
infrastructure needed to achieve conformity to product
requirements
Infrastructure includes,
a. Building, workplace and associated utilities
b. Process equipment (hardware and software both)
c. Supporting services
6.4 WORK ENVIRONMENT
The organization shall determine and manage the work
environment needed to achieve conformity to product
requirements. Creation of suitable work environment can
have a positive influence on employee motivation,
satisfaction and performance
7. Product Realization
7.1 PLANNING OF PRODUCT REALIZATION
This includes,
a. Quality objectives and requirements for the product
b. The need to establish processes, documents, and
provide resources specific to the product
c. Required verification, validation, monitoring, inspection
and test activities specific of the product and the criteria
for product acceptance, and
d. Records needed to provide evidence that the realization
processes and resulting product or service meet
requirements
7.2 CUSTOMER- RELATED PROCESSES
7.2.1 Determination of requirements related to the
product – the organization shall Determine
a. Requirements specified by the customers
b. Requirements not stated by customer but
necessary for specification
c. Statutory and regulatory requirements related to
products
d. Any additional requirements determined by the
organization
7.2 CUSTOMER_RELATED PROCESSES
7.2.2 Review of requirements related to the product – The
organization shall ensure that
a. Product requirements are determined
b. Contract or order requirements differing from those
previously expressed are resolved, and
c. The organization has the ability to meet the defined
requirements
7.2.3 Customer communication – The organization shall
determine and implement effective arrangements for
communicating with customers in relation to,
a. Product information
b. Inquiries, contracts, or order handling, including
amendments
c. Customer feedbacks, including complaints
7.3 DESIGN AND DEVELOPMENT
7.3.1 Design and Development Planning – The organization
shall determine
a. The design and development stages
b. the review, verification and validation that are appropriate to
each design and development stage
c. The responsibilities and authorities for design and
development
7.3.2 Design and Development Inputs – These shall include
a. Functional and performance requirements
b. Applicable statutory and regulatory requirements
c. Where applicable, information derived from previous similar
designs
d. Other requirements essential for design and development
7.3.3 Design and Development Outputs – the output shall
a. Meet the input requirements for design and development
b. Provide appropriate information for purchasing, production
and for service provision
c. Contain and reference product acceptance criteria
d. Specify the characteristics of the product that are essential
for its safe and proper use
7.3.4 Design and Development Review – Are performed
a. To evaluate the ability of the results of design and
development to meet requirements
b. To identify any problems and purpose necessary actions
7.3.5 Design and Development Verification – The Verification
shall be performed in accordance with planned
arrangements to ensure that the design and development
outputs have met the design and development input
requirements
7.3.6 Design and Development Validation – shall be
performed in accordance with planned arrangements to
ensure that the resulting product is capable of meeting the
requirements for the specified application or intended use ,
when known.
7.3.7 Control of Design and Development Changes – Design
and development Changes shall be identified, reviewed,
verified, validated, and approved. Later record should be
maintained.
7.4 PURCHASING
7.4.1 Purchasing Processes – The organization shall ensure that
the purchased product conforms to specified purchase
requirements. The type and extent of control applied to the
supplier and the purchased product shall depend upon the
purchased product on subsequent product realization or the final
product.
7.4.2 Purchasing Information – Purchase with appropriate
a. Requirements for approval of product, procedures, processes and
equipments
b. Requirements for qualification of personnel
c. QMS requirements
7.4.3 Verification of Purchased Product – The organization shall
establish and implement the inspection or other activities
necessary for ensuring that purchased product meets specified
purchase requirements
7.5 Production and Service Provision
7.5.1 Control of Production and Service provision – The
organization shall plan and carry out production and service
provision under controlled conditions. Control conditions shall
include,
a. The availability of information that describes the characteristics of
the product,
b. The availability of work instructions
c. the use of suitable equipments
d. The availability and use of monitoring and measuring devices
e. The implementation of monitoring and measurements
f. The implementation of release, delivery, and post delivery
activities.
7.5.2 Validation of processes for Production and service
provision– The organization shall validate any processes for
production and service provision where the resulting output
cannot be verified by subsequent monitoring and measurement.
This includes any processes where deficiencies become apparent
only after the product is in use or the service has been delivered.
Validation shall demonstrate the ability of these processes to
achieve planned results. The organization shall have,
a. Defined criteria for review and approval of the processes
b. Approval of equipment and qualification of personnel
c. Use of specific methods and procedures
d. Requirements for records
e. Revalidation
7.5.3 Identification and traceability – The organization shall
identify the product status with respect to monitoring and
measuring requirements, where traceability is a requirement, the
organization shall control and record the unique identification of
the product
7.5.4 Consumer Property – The organization shall exercise care

with customer property while it is under the organization’s control
or being used by the organization. The organization should
identify, verify, protect and safeguard customer property
7.5.5 Preservation of product – The organization shall preserve
the conformity of product during internal processing and delivery
to the intended customer. Preservation includes, identification,
handling, packaging, storage and protection.
7.6 Control of monitoring and measuring devices
The organization shall determine the monitoring and
measurement to be taken and the monitoring and measuring
devices needed to provide evidence of conformity of product
to determine requirements. The organization shall establish
processes to ensure that monitoring and measurement can
be carried out and are carried out in a manner that is
consistent with the monitoring and measurement
requirements. The measuring equipments shall;
a. Be calibrated or verified at specified intervals or prior to use
against measurement standards
b. Be adjusted or readjusted as necessary
c. Be identified to enable calibration status to be determined
d. Be safeguarded from adjustments
e. Be protected from damage and deterioration during
handling, maintenance and storage
8. Measurement, Analysis and Improvement
8.1 General
The organization shall plan and implement the
monitoring, measurement, analysis and
improvement processes needed,
a. To demonstrate conformity of the product
b. To ensure conformity of the QMS, and
c. To continually improve the effectiveness of the
QMS
8.2 Monitoring and Measurement
8.2.1 Customer Satisfaction – The organization shall
monitor information relating to customer perception as
to whether the organization has met customer
requirements
8.2.2 Internal Audit– The organization shall conduct
internal audits at planned intervals to determine
whether the QMS,
a. Confirms to the planned arrangements , to the
requirements to the standard, and to the requirements
established by the organization
b. Is effectively implemented and maintained
8.2 Monitoring and Measurement
8.2.3 Monitoring and measurement of processes – The
organization shall apply suitable methods for
monitoring and measurements of the QMS processes.
These methods shall demonstrated the ability of the
processes to achieve planned results.
8.2.2 Internal Audit– The organization shall monitor and
measure the characteristics of the product to verify that
product requirements have been met. This shall be
carried out at appropriate stages of the product
realization process in accordance with the planned
arrangements.
8.3 Control and Nonconforming Product
The organization shall ensure that product which
does not conform to product requirements is identified
and controlled to prevent its unintended use or delivery
by different ways;
a. Taking action to eliminate the detected nonconformity.
b. By authorizing its use, release or acceptance under
concession by a relevant authority.
c. By taking action to preclude its original intended use or
application
8.4 Analysis of Data
The organization shall determine, collect and analyze
appropriate data to demonstrated the suitability and
effectiveness of the QMS and to evaluate where
continual improvement of the effectiveness of the QMS
can be made. The analysis shall provide information
relating;
a. Customer satisfaction.
b. Conformity to product requirements
c. Characteristics and trends of processes and products,
including opportunities for preventive action, and
d. Suppliers
8.5 Improvement
8.5.1 Continual Improvement – The organization shall
continually improve the effectiveness of the QMS
through the use of the quality policy, quality objectives,
audit results, analysis of data, corrective and preventive
actions and management review.
8.5.2 Corrective Action – The organization shall take
action to eliminate the cause of non conformities in
order to prevent recurrence. Corrective actions shall be
appropriate to the effects of the nonconformities
encountered.
8.5 Improvement
8.5.3 Preventive Action – The organization shall determine
actions to eliminate the causes of potential nonconformities
in order to prevent their occurrence.
Preventive actions shall be appropriate to the effects of the
potential problems. A documented procedure shall be
established to define requirements;
a. Determining potential nonconformities and their causes
b. Evaluating the need for action to prevent occurrence.
c. Determining and implementing action needed
d. Records of results of action taken
e. Reviewing preventive action taken.
Implementation
There are number of steps, necessary to implement a QMS;
• Top management Commitment
• Appoint the management representative
• Awareness
• Appoint an implementation Team
• Training
• Time Schedule
• Select element owners
• Review the present system
• Write the documents
• Install the new system
• Internal Audit
• Management Review
• Pre-assessment
• Registration
Documentation
• A quality system is the method used to ensure

that the quality level of the product or service is
unlimited.
• The system documentation can be view as a
hierarchy containing four tiers.
• All documentation moves from one level to the
next in a descending order.
• If the system is properly structured, changes at
one level will seldom affect the levels above it ,
but may affect those below
The Documentation Pyramid
Define WHAT will be done
WHY
Stated once
Policy
WHO
WHEN
Procedures WHERE
HOW Work Instructions

Or
Practices
Evidence
Records
Or
Proofs
Writing the Documentation
• The basic thought to keep in mind, when writing in

the documents is to create simplicity out of
complexity.
• To accomplish this objective, the documents must
be simple and concise.
A typical way to write and implement quality
documentation is to (Dassonville, 1999):
• Choose a process-mapping approach
• Organize a project team
• Organize the project into steps
• Ask people who are involved to participate:
Internal Audits
• After the policies, procedures and work

instructions have been developed and
implemented checks must be made to ensure that
the system is being followed and the expected
results are being obtained.
• This activity is accomplished through the internal
audit, which is one of the key elements of the ISO
9000 standard.
• All elements should be audited at least once per
year and some more frequently, depending on
need.
Objectives Internal Audits
There are 5 objectives ;
• Determine that actual performance conforms to
the documented QMS
• Initiate corrective action activities in response to
deficiencies
• Follow up on non compliance items from previous
audit.
• Provide continued improvement in the system
through feedback to management.
• Cause the auditee to think about the processes,
thereby encouraging possible improvements.
Internal Audits
AUDITORS- Audits should be performed by qualified
individuals who have received training in auditing
principles and procedures.
– The auditor should be objective, honest and impartial.
The auditor should be prepared by being
knowledgeable about the standards.
TECHNIQUES- During the auditing, there are number of

techniques that the auditor should employ. The
objective is to collect evidence, and there are three
methods:
1. Examination of documents,
2. Observation of activities and
3. Interviews.
For effective communication , there must be mutual trust
between auditor and auditee.
Internal Audits
PROCEDURES-
• Before the audit takes place, an audit plan and
checklist should be prepared by the lead auditor.
• The content of an audit plan should, identify the
activity or department to be audited: list the
procedures, documents, and regulatory requirements
involved, name the audit team, and list who is to be
notified of the audit and who will receive audit reports.
• The plan should also contain a schedule . This
schedule includes audit notification, audit conducted,
corrective action required, if any and follow up.
• The audit itself has three parts, the pre audit meeting,
the audit and closing meeting
Internal Audits
• The auditing report- will,
1. Have a cover sheet that includes the audit date,
names of the audit team, areas audited, distribution
list, a statement that the audit is only a sample, and a
unique reference number, and it will be signed by the
lead auditor.
2. List the non conformances and copies of all non
conformance reports.
3. Outline procedures for corrective action and
subsequent follow-up
Registration
• Quality system registration is the assessment and

audit of a quality system by a third party, known
as registrar. There are two parts:
1. Selecting a Registrar: based on, qualification and
Experience, certificate recognition, the
Registration process, time and cost constraints
and Auditor qualifications
2. The registration Process: the registration process
has six basic steps, application for registration,
document review, pre-assessment, assessment,
registration and follow up surveillance
Closing Comments
• Third Party audits and registration are not a

requirement of the ISO 9000 standards.
• The standards are written for contractual
situations between a customer and a supplier.
• Registration is one way to demonstrate
compliance to the standard.
• The requirements specified in the standards are
aimed at preventing non conformities during all
stages of the business functions.
• Before entering into a contract for registration,
management must be able to justify the cost
versus the potential gains in business.

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TOTAL QUALITY

•ISO 9001:2000- (QMS) - requirements is the standard

•ISO 9004:2000 – (QMS) – Guidelines for performance

4. QMS 8. Measurement Customer

2. Normative Reference – ISO 9000:2000

3. Terms and Definitions – For the purposes of

Documented procedure means that the procedure is established,

5.2 CUSTOMER FOCUS

Top Management insure that the quality policy,

The quality policy gives the overall intention and direction of

5.4.2 Quality Management System Planning – Top

5.5.1 Responsibility and Authority – Top management

5.5.3 Internal Communication – Top management shall

5.6.1 General – Top management shall review the QMS at

The organization shall determine and provide the

Resources may be people, infrastructure , work

7.5.4 Consumer Property – The organization shall exercise care

• A quality system is the method used to ensure

HOW Work Instructions

• The basic thought to keep in mind, when writing in

• After the policies, procedures and work

TECHNIQUES- During the auditing, there are number of

• Quality system registration is the assessment and

• Third Party audits and registration are not a

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