ISS Integrated Facility Services Pvt. Ltd.

Basic Introduction of ISO 9001:2008 QMS

Prepared by Rajesh R. Mohite
ISS Service Pillars

Integrated Facility Services

Office Property Catering Security

Cleaning Support Services Services Services
Quality Support System (QSS) is a support
department to operations by controlling the quality
of the product (i.e. services) and the functioning
(System & Process) of the organization through
audit process.
QSS Department plays a vital role in maintaining
high goodwill, which is one of the sensitive asset
of an organization.
Loss in Capital Assets and Fixed Assets is
recoverable as company invest funds for risk
coverage. But, loss of Goodwill in market cannot
be recovered.
1 2 3

4 5 6

7 8 9
 Customer

Is need driven
Has options
Has expectations
Has portable loyalty

And yet often does

not know what he
exactly wants!
An Iceberg
Iceberg

10%

90%
Iceberg & Customer

Customer
 Our core values

Honesty
we respect

Entrepreneurship
we act

Responsibility
we care

Quality
we deliver

10
HIT POINTS: Competitive business conditions

Focus.
Distance (winning is running
with a distance from other).
Perform and continue to
perform.
Stretched goals.
Enthusiasm
 Content

Cook

Recipe

Preparation

Garnishing
 Content
Cleaning tools,
Equipments
and Cleaning
Chemicals

Cook
Housemen &
Chambermaids
Recipe
SLA, SOW,
and SOP/WI

Preparation
Work
Schedules

Garnishing
Supervisor, FE,
FM and Back
Office Support
 THE SECRET BEHIND SUCCESS

KEY TO

Im
SUCCESS
n
tio

pr
va

ov
no

em
REQUIRED A CHANGE IN:
In

en
t
Team work MINDSET
CULTURE
THINKING
ATTITUDE
BEHAVIOUR
Involvement ESTABLISHED PRACTICES

- FOR TRANSFORMATION
HISTORY
World War - I
In UK Bombs Manufactured were of poor quality, as
they get fused by the time they reach to the front.
UK Defense Minister prepared procedures for
manufacturing of Bombs and circulated in all
Factories.
He commanded, to manufacturers that the bomb
must be produced as per the written procedure.
Team of Government Inspector was formed to cross
check on the manufacturing process of Bombs in
factories.
 By end of World War - I

Bombs manufactured were of superior quality.

But…… by that time World War-I came to end.

Give rise to the idea of Writing Procedures

Condition of Japan Products was, as China Products as of now.

POOR IN QUALITY
But, still people buy all over the world ….. ?
Attractive
Multiple Functions
Not expensive, so affordable for common class of people
Easily available

On the other hand…

Product of ‘USA’ and ‘Germany’ were of Superior Quality
Domination as ‘Made in Germany’ and ‘Made in USA’
World War II

The atomic bombings of Hiroshima and

Nagasaki near the end of World war II
against the Empire of Japan by the
United States (U.S.)
 World War - II

Market in Japan
was totally
destroyed
 Japan invited there people for United States (US)

People who use to Speak and Write on Quality Improvement.

But, there thoughts having no value in US.
 Quality Guru

Dr. Edward W. Deming Prof. Juran Trilogy

Dr. Joseph M. Juran Dr. Philip Crosby
(Management Philosophy and Kondo's Message
(Quality Trilogy) (Zero Defects and Cost
systems) of Quality)

Dr. Yoshio Kondo Dr. Daniel Tse

Dr. Kaoru Ishikawa Dr. Shigeo Shingo (four steps for making President, Hong Kong
(Simple Tools, QCC, Company- (Fool-proofing) creative and quality work Baptist University.
wide Quality)
Quality means
Fitness for use………Juran

Conformance to requirement…….Crosby

Aim at the need of the customer - present and future…..Edward Deming

QUALITY ALSO MEANS : QUALITY IS :

Subjective
Value for money
Relative
Customer Satisfaction
Habit
Customer Delight

Edward Deming the Quality Guru, has said “Everyone

in the organization is responsible for Quality, and
Ultimate responsibility is of the top management”
QUALITY OBJECTIVES

Quality Objectives should be “SMART”

S– Specific
M– Measurable
A– Achievable
R– Realistic
T– Time Bound
 What is business?

Businesses exist to create and deliver value satisfaction at a profit.

- Harvard School of Business Administration

Quality
Value Satisfaction = ------------------ = Profit
Cost
 PROCESS APPROCH
Man
Machine
Money
Material
Methods

In Put
Inputs Out Put Quality
Transformation Control

Quality Assurance

RIGHT FIRST TIME, RIGHT EVERY TIME Leads output with

‘Zero Defect’

‘Quality Control’ is at the end of the production. (It’s a post-mortem), And controlling these
processes to achieve customer satisfaction of the next process owner, is ‘Quality Assurance’.
Leads to final output i.e. Zero Defect.
 JAPANEES TYPE OF QUALITY
JAPANEES KAI-ZAN
Kaizen was created in Japan following World War II.
The word Kaizen means "continuous improvement".
It comes from the Japanese words 改 ("kai") which
means "change" or "to correct" and 善 ("zen") which
means "good".
But, now Japanese do not believe in ISO
 BASIC INTRODUCTION TO ISO 9001

Discover ISO
ISO's name
Because "International Organization for Standardization" would have different
acronyms in different languages ("IOS" in English, "OIN" in French for
Organization international de normalization), its founders decided to give it also
a short, all-purpose name. They chose "ISO", derived from the Greek isos,
meaning "equal". Whatever the country, whatever the language, the short form
of the organization's name is always ISO.
 Founding

ISO was born from the union of two

organizations - the ISA (International
Federation of the National Standardizing
Associations),. established in New York in
1926, and the UNSCC (United Nations
Standards Coordinating Committee),
established in 1944.

Geneva H. Q.
(representation In October 1946, delegates from 25
147 countries) countries, meeting at the Institute of Civil
Engineers in London, decided to create a
new international organization, of which
the object would be "to facilitate the
international coordination and unification
of industrial standards". The new
organization, ISO, officially began
operations on 23 February 1947.

ISO is the world largest standards

developing organization. Between 1947
and the present day, ISO has published
more than 16 500 International Standards
 HOW DID ISO GET STARTED ?
1906 – International Electro – Technical Commission
1926 – International Federation of the National Standardizing Associations
(ISA)
1946 – London – delegates from 25 countries decided to create a new
international organization “the object of which would be to facilitate the
international co – ordination and unification of industrial standards.
1947 – ISO began to officially operation function.
1951 – The First ISO Standard was Published
1987 – Standards are Created
1.To eliminate country to country differences
2.To eliminate terminology confusion
3.To increase quality awareness
ISO 9001:2008

Quality Management
Systems (QMS)

“A system to manage the quality

of your organization’s products /
services”.

The term “Product” also means “Service”

in ISO 9001 Standard.
 ISO 9001:2008 QMS

Quality Management Systems (QMS) =

Quality Policy

Level 1 : Quality Manual (QM)

+ Quality Objectives
Level 2: Quality System Procedure (QSP)
+
Level 3: Forms , Formats, Work Instructions and Records
ISO 9000:1987 – Focus on QA (i.e. Quality Assurance) but the principles were
different for Production and Service Industry.

ISO 9000:1994 – Focus on QA, it was generic (means it was applicable for all
type of Industries.)

ISO 9001:2000 – As the competition increase in the year 2000, it was need to
give more preference to the customer needs. This standard was not only based
on QA but all give more preference to ‘Customer Satisfaction’ and
‘Standardization’.

ISO 9001:2008 – besides QA, Customer Satisfaction and Standardization - has

identified / talks about the requirements of : 1) Customer Requirements; 2)
System Requirements (ERP); 3)Legal Requirements (Statutory Compliances),
and 4) Training Competency.
ISO 9000 Family of Standards

ISO 8402 - QA and Quality management vocabulary

ISO 9000-2 - Generic guidelines for applying ISO 9001, ISO 9002, and ISO 9003
ISO 9000-3 - Guidelines for applying ISO 9001 to the development, supply, and
maintenance of software
ISO 9000-4 Application for dependability management
ISO 9004-2 Guidelines for services
ISO 9004-3 Guidelines for processed material
ISO 9004-4 Guidelines for quality improvement
ISO 9004-5 Guidelines for quality plans
ISO 9004-6 Guidelines for configuration management
ISO 14000 – Environmental Management System
 ISO 9000:2000 Consists of 3 Areas
ISO 9000:2008 Quality Management Systems: fundamentals and
vocabulary

ISO 9001:2008 Quality Management Systems – Requirements For the

Standards (required for certification)
1.Documentation
2.Management responsibility
3.Resource management
4.Product/service realization
5.Measurement, analysis, improvement

ISO 9004-2008 Quality Management Systems –Guidelines for performance

improvement
 Changes in Version 2008 of IS0 9001 QMS Standard…
ISO 9001:2008 QMS (Fourth Edition) cancels and replaces the third edition ISO
9001:2000 QMS (Expired on 14th November’ 2009)
International standards are drafted in accordance with the rules given in ISO/ IEC (International
Electrotechnical Commission) Directors, Part 2
Change in Grammatical English Language – Organization shall be…/ Organization should be…
Has identified / talks about the requirements of :
Customer Requirements;
System Requirements (ERP);
Legal Requirements (Statutory Compliances) : Will be part of ISO audit. It will also include control
over Outsourcing (Vendors / Agencies) Services for instance Vendor Selection, Vendor Analysis and
Vendor Matrix
Training Competency: HR has to play a major role in training competency (ISO 9001-2008 QMS
Standard also talks about mapping of the training for each employee).
Version 2008 include small contents of the ISO 14001:2004 EHS Standard e.g. Control on Carbon
Foot Prints – means amount of carbon dioxide gas realized in atmosphere.
In QMS 2008 ERP will be the part of infrastructure & will be audited. (IT Department):
Software maintenance;
Software up-gradation;
Password Control
Password tracker;
Password security;
 Quality Management Principles

Customer focus
Leadership
Involvement of people
Process approach
System approach to management
Continual improvement
Factual approach to decision making
Mutually beneficial supplier relationships

Refer 0.2 Quality Management Principles (page no. V) of ISO 9001:2000 manual
 CUSTOMER FOCUS
Organization depend on Customer.
Must understand current and feature customer needs.
Must exceed customer expectations

CUSTOMER
“A customer is the most important
visitor on our Premises. He is not
dependent on us. We are
dependent on him. He is not an
interruption on work, he is the
purpose of it. He is not an outsider
on our business, but he is a part of
it. We are not doing him a favour
by serving him, he is doing a
favour by giving us an opportunity
to do so.

- Mahatma Gandhi
 LEADERSHIP
Leader establish unity of purpose and direction of the organization.
Maintain healthy environment in an Organization, in which people can
become fully involved in achieving the organization’s objectives.
 INVOLMENT OF PEOPLE
People at all levels are the
essence of organization.
Peoples full enrolment enables to
achieve the objectives of
organization.
 PROCESS APPROCH TO MANAGEMENT
A desired result is achieved more efficiently when related resources (Men /
Machines / Materials / Money / Methods) and activities are managed as a
process.

RECRUITMENT PROCESS
 SYSTEM APPROCH TO MANAGEMENT

Identifying, Understanding and

Managing the inter-related
processes as a system,
improves the organization’s
effectiveness and efficiency.
 CONTINUAL IMPROVEMENT

Continual improvement should be a permanent objective of the organization.

FACTUAL APPROCH TO DECISION MAKING

Effective decisions must be based on the analysis of the data and information
 MUTUALLY BENEFICIAL SUPPLIER
RELATIONSHIPS

An organization and its suppliers

are interdependent.
Mutually beneficial relationship
with the suppliers enhances the
ability of both to create value.
PDCA Cycle
By Edward Deming
 Continuous improvement ?

PLAN – DO – CHECK - ACT CYCLE (PDCA)

Based upon work by “W. A. Stewart” and made popular by

“W.E.Deming”

Goal: Optimize and improve a single process model/production line

Approach: Uses such techniques as
1.feedback loops
2.Statistical quality control
3.Design of experiments
4.Data models based upon multiple replications
Result: Predictive models of the relationship between process and
product.

PLAN DO CHECK ACT

Five Steps in ISO

1 Identify Customer needs.

2 Say what you do.

3 Do what you say

4 Prove it

5 Improve it
 Transition Towards TQM

Quality
QualityControl
Control Quality
QualityManagement
Management

Past
Past Future
Future
Detect
Detectfaults
faults Prevent
Preventerrors
errors
Look
Lookforforguilty
guiltypersons
persons Look
Lookfor
fordefaults
defaultsin
inthe
theprocesses
processes
Accuse
Accuse Help,
Help,Moderate,
Moderate,Facilitate
Facilitate
Punish
Punish Motivate
Motivate
Micro-management
Micro-management Systematic
Systematicand
andsystemic
systemicmanagement
management
ISO Organization

General
Assembly

Policy
Technical
Development Council
Management Board
Committees

Technical Advisory
Groups

Technical Committees
Technical Committees
Technical Committees
Technical Committees
 Clause 1.0
General

Standard is generic means applicable to all types of Organization, regarding

of type, size and product provided.
Enhance in meets customer needs and regulatory requirements.
Aims to enhance customer satisfaction through effective application of
system and processes for continual improvement.
Application : Exclusions are made limited to requirements within clause 7,
and such exclusions do not affect the organization’s ability, or responsibility.
e.g. Clause 7.3 Design and Development is applicable for production industry and not
applicable for Service Industry. Clause 7.6 Control of monitoring and measuring
equipments
 Clause 2.0
Normative references

The following referenced documents are indispensible (essential) for the

application of this document. For dated references, only the edition cited
applies. For undated references, the latest edition of the references
document (including any amendments) applies.

ISO 9001:2005, Quality management systems – Fundamentals and vocabulary

 Clause 3.0
Terms and Definitions:
Speaks about different terms and definitions used in ISO 9001 QMS Standard:

Conformity Quality plan Auditee

Non-Conformity Objective evidence Auditor
Defect Inspection Audit Team
Preventive action Verification Continuous
Corrective action Review Continual
Document Audit Measurement
Record Audit findings Analyses
Quality Manual Audit conclusions
 Clause 4.0

Quality management system:

General Requirement:
The organization shall-
 Determine the processes needed for the quality management system and their application
throughout the organization.
 Determine the sequence and interaction of these processes.
 Determine criteria and method needed to ensure that both the operation and control of
these processes are effective.
 Ensure the availability of resources and information necessary to support the operation and
monitoring of these processes.
 Monitor, measure where applicable, and analysis these processes, and
 Implement actions necessary to achieve planned results and continual improvement of these
processes.
 Clause 4.0

Quality management system:

Documentation Requirement:
 General:
The quality management system documentation shall include –
 Documented statement of a quality policy and quality objectives.
 A quality manual
 Documented procedures and records required by the international standard, and
 Documents, including records, determined by the organization to be necessary to ensure the
effective planning, operation and control of its processes.

 Quality Manual
 Controls of document
 Control of records
 Clause 5.0
Management responsibilities:
Top management shall provide evidence of its commitment to the development and
implementation of the quality management system and continually improving its
effectiveness by -
Communicating to the organization the importance of meeting customer as well as statutory and
regulatory requirements, with the aim of enhancing customer satisfaction.
Establishing the quality policy.
Ensuring that the quality objectives are established.
Conducting management reviews, and
Ensuring the availability of resources.
Management Review

Review input: Review output:

Improvement of the effectiveness of
Result of audits.
the quality management system and
Customer feedback its processes.
Process performance and product Improvement of product related to
conformity customer requirements.
Status of preventive and corrective Resource needs.
actions.
Follow-up actions from previous
management reviews.
Changes that could affect the quality
management system.
Recommendations for improvement
Clause 6.0

Resource management
The organization shall determine and provide the resources needed:
Human Resource - Competency, education, training, awareness, skills and experience
Infrastructure: includes -
Building, workspace and associated utilities.
Process equipments (both hardware and software), and
Support services (such as transport, communication or information system).

Work environment:
Conditions under which work is performed including physical environment and other factors
(such as noise, temperature, humidity, lighting or weather).
Clause 7.0
Product Realization
Planning of Product realization
Customer Related Processes
Design and Development
Purchasing
Production and Service Provisions
Control of monitoring and measurement equipments
Clause 8.0
Measurement, analysis and improvement

Monitoring and Measurement

Customer Satisfaction
Internal Audit
Processes
Product
Control of Non Confirmative
Analyses of Data
Corrective Action
Preventive Action
Improvements
Continual Improvement of the quality management system
Key
Value –adding activities
Information flow

Management
responsibility
Customers
(and other
interested
parties)

Customers Resource Measurement,

analysis and Satisfaction
(and other management
improvement
interested
parties)

Input Product
Requirements Output
Product
realization
 Six mandatory procedures

Control of documents
Control of records
Internal Quality Audit
Control of non-conforming products
Corrective action
Preventive action
 Quality Policy

It is the Vision and Purpose/Objective of the Vision :

Potential
Organization Groups o
to be a G
LOBAL L
perating EADER a
countries. mong the
These objectives are laid down by the Top Mission:
Growth th
rough DE
Management. LIVERIN
G QUAL
The enab ITY SER
lers for a VICES
chieving
• Recruitm this Miss
ent of rig ion will b
ht people e:
• Trainin
g as a me
operation ans to ma
s of the O intain the
rganizatio effectiven
n ess of all
• Recog
nizing hig
h perform
ance and
• Implem promoting
ent ISO 9 team work
001:2000 .
& similar
• Contin in ternationa
uous imp l Standard
rovement s.
of all our
• Identify p ro ce sses thro
ing and u ugh QSS
sing state .
of the art
friendly M te ch nology, en
aterials & vironmen
Equipme t
nts.
• Effectiv
e custom
er comm
unication
• Setting .
Benchma
rk standa
rds in the
Industry.
K. J. Joll
y
Country
Manager
Revised o
n 07-02-2
008
Why adopt ISO 9000?

To comply with customers who require ISO 9000

To improve the quality system
To minimize repetitive auditing by similar and different
customers
To improve subcontractors’ performance
Documentation requirements
DOCUMENT , RECORD AND DOCUMENTATION

Any blank format – is a document

When a document is filled-in for a certain period of time –

becomes record for that period

Storing or Saving or Filling of Record is Documentation

 DOCUMENT CONTROL

Document
Document

Issue No. Date of Issue

Approved By Date of Approval

Authorized By Date of Authorization

Revised By Date of Review

Can not be changed unless it is approved and authorized by the Top

Management with coordination with the Management Representative
with Proper clarification/ explanation for the reason of change and need
to bring to the notice of External Auditor during audit.
 DOCUMENT CONTROL

Record
Record

Reference No. Date of Record

Approved By Date of Approval

Authorized By Date of Authorization

DOCUMENTED PROCEDURE FOR DOCUMENT

AN DOCUMENT

Method of destruction
Designed by
Shredding
Approved by
Burn
Authorized by
Stamping as
‘Discarded’
Life of the Document
Revised by
Method of Distribution
Approved by
Revised by
Method of Storage
Authorized by
Who will convert as
record
DOCUMENTED PROCEDURE FOR RECORD

AN RECORD

Who will prepare the Shredding

records

Burn
Method of Storage
Stamping as
Life of the Record ‘Discarded’

Analyses of Record

Method of Destruction
 Documentation requirements

Follow of
System/
Process

Evidence of
System / Process System/ Process
follow
Continual
Improvement
resulting in
quality

Improvements Analyses
System / System / Process
Process follow
 Follow of
System/
Process

Service Level Log Book

Agreement
(SLA)
Standard Evidence of System/
System / Process Process follow
Operating Quality
Procedures
(SOP) Check list
Scope of Work
(SOW)
Work Service
Instructions Service
(WI) Provider Taker
Work
Schedule (WS) Analyses System /
Process follow

Service Service
Improvements Provider
System / Process Taker

Internal Customer Customer

Audit Feedback Satisfaction
Survey
In Short : Log Book

Scope of
Work
Checklist
&
Work
Schedule
 Work
Schedule
Work Schedule can be defined as “Time and
Motion” study of the Task to be performed.

TYPES :
Daily Work Schedules: Activities which are carried out on daily bases.
Weekly / Fortnight / Monthly / Bimonthly/ Quarterly / Half Yearly / Yearly
Work Schedule:
Activities which cannot be carried out on daily bases need to be
distributed in Weekly, Fortnight, Monthly….bases.
Log Book
For a normal layman it is a Message Book.
For ISO it is follow-up of System.
IT INCLUDES :

1. Activities carried out as per Daily Cleaning Schedule.

2. Activities carried out as per the observation recorded in Daily Checklist.
(Corrective Action under Clause 8.5.2)
3. Activities carried out as per “Weekly / Monthly / Fortnightly Cleaning
Schedule.
4. Points discussed in Briefing/ Debriefing/ Training at site (Preventive Action
under Clause 8.5.3)
5. Lost and Found (if Any)
6. Messages or Information from the client.
7. Any undue incident at site (if Any)
 Check List

Acts as an evidence for System follow as it is being signed by two parties

i.e. Service Provider (Site FM/ FE/ Supervisor) and Service Taker (Client).

When a paper is signed by two parties it acts as an evidence.

To be filled
in by Site Is an very
Supervisor important
before Column
09:00 AM where the
by Supervisor
Morning records his
Shift observation
during his
Morning
Product Round

Identify
that the Observation
Product is recorded in
delivered Remark
in the Column of
specified Checklist are –
Area ve need to
converted into
+ve by
showing
Corrective
Action in Log
Book
Question &
Answers