For Internal Use 1

ISO 9001:2000ISO 9001:2000

An overviewAn overview

CMMC # 2CMMC # 2 June 29, 2002June 29, 2002

MumbaiMumbai

For Internal Use 2

Quality Initiatives - TCS MumbaiQuality Initiatives - TCS Mumbai

• TBEM

• S/w CMM (1.1)

• ISO 9001:2000

For Internal Use 3

TBEM,ISO and CMM

ResultsCustomer

FocusStrategicPlanning

Process Mgmt

PeopleLeader

shipInform’nMgmt.

ProcessDefn.

Process Measure

Process OptimiseCMM/SPICE

ISO9001 :1994

ISO 9001:2000

TBEM

For Internal Use 4

Past Approach

ISO 9001:1994

Documented QMS

Business Activity

For Internal Use 5

Shortcomings

ISO 9001:1994

Documented QMS

Business Activity

Business Goals

Business Results

? ?

? ?

For Internal Use 6

From QA to QM

• ISO 9001;1994 ISO9001:2000Specifications for Quality Quality Assurance management

systemsin design, development, - Requirementsproduction,installationand servicing

For Internal Use 7

The business process approach

Business goals

PDCA(I) QMS

business activity

business results

ISO 9001:2000

For Internal Use 8

Overview of ISO 9001:2000

• Released in December 2000

• Only one Standard - ISO 9001:2000

(9002, 9003 are now part of ISO 9001)

• Requirements of the Standard - ISO 9001:2000

• Guidelines for Process Improvement - ISO 9004:2000

For Internal Use 9

ISO 9001 and 9004:

• Designed to complement each other, but can be used independently

• ISO 9004:2000 recommended as a guide for organizations whose top management wishes to move beyond the requirements of ISO 9001:2000

Overview of ISO 9001:2000Overview of ISO 9001:2000

For Internal Use 10

Overview of ISO 9001:2000Overview of ISO 9001:2000

• New Approach -Process focus for quality management (the increased emphasis ISO now gives it, is new)

• New Emphasis - Customer satisfaction, Process improvement

• New Structure - 20 elements replaced with 8 Sections which include 5 key sections

For Internal Use 11

ISO 9001:2000-Underlying Concepts:

• Process Model

• Customer focused organization

• Continuous Improvement

• Management by Objectives (Goal setting &

measuring)

• Preventive Action

Alignment with TBEM

ISO 9001:2000 Standards

Overview of ISO Overview of ISO 9001:20009001:2000

For Internal Use 12

Overview of ISO 9001:2000Overview of ISO 9001:2000

Based on 8 Quality Management Principles:

1 -Customer Focus

2 - Leadership

3 - Involvement of people

4 - Process Approach

5 - Systems Approach to management

6 - Continuous Improvement

7 - Factual Approach to decision making

8 - Mutually beneficial supplier relationships

For Internal Use 13

Overview of ISO 9001:2000Overview of ISO 9001:2000

New Structure: Section 1 - Scope

Section 2 - Normative Reference

Section 3 - Terms and Definitions

Section 4 - Quality Management System

Section 5 - Management Responsibility

Section 6 - Resource Management

Section 7 - Product Realization

Section 8 - Measurement, Analysis and Improvement

For Internal Use 14

Overview of ISO 9001:2000Overview of ISO 9001:2000

Key Sections:

• Quality Management System (section 4)

• Management Responsibility (section 5)

• Resource Management (section 6)

• Product Realization (section 7)

• Measurement, Analysis and Improvement (section 8)

For Internal Use 15

5 Management Responsibility

5.1 Management Commitment (4.1.1)

5.2 Customer Focus (4.3.2)

5.3 Quality Policy (4.1.1)

5.4 Planning (4.1.1/4.2.3)

5.5 Responsibility, authority and communication (4.1.2.1/4.1.2.3)

5.6 Management Review (4.1.3)

Overview of ISO Overview of ISO 9001:20009001:2000

6 Resource Management

6.1 Provision of resources (4.1.2.2)6.2 Human resources (4.1.2.2/4.18)6.3 Infrastructure (4.9)6.4 Work environment (4.9)

8 Measurement, Analysis & Improvement

8.1General Requirements (4.10/4.20)8.2 Monitoring and measurement

(4.10/4.17/4.20)8.3 Control of nonconforming product

(4.13)8.4 Analysis of data (4.20)8.5 Improvement approach (4.1.3/4.14)

7 Product Realization

7.1 Planning of Product Realization (4.2.3/4.10.1)7.2 Customer-related processes (4.3/4.4.4)7.3 Design and development (4.4)7.4 Purchasing (4.6/4.10.2)7.5 Production and Service provision (4.7/4.8/4.9/4.15/4.19)7.6 Contol of monitoring and measuring devices (4.11)

For Internal Use 16

Process-based Quality Management System

CustomersCustomers

Continuous Improvement of the

Quality Management System

Customers

Requirements

Satisfaction

Product Output

Resource Management

Resource Management

ProductRealization

ProductRealization

Mgmt Responsibility

Mgmt Responsibility

Measurement, Analysis &

Improvement

Measurement, Analysis &

Improvement

Input

KeyValue adding activities

Information flow

For Internal Use 17

ISO 9001:2000 - New RequirementsISO 9001:2000 - New Requirements

Current 20 elements ( of ISO 9001:1994) plus :

• Requirement to measure and analyze customer satisfaction and/or dissatisfaction

• Requirement to measure and monitor processes to judge effectiveness and identify improvement

• Requirement to show evidence of continuous improvement of products and processes

(Contd….)

For Internal Use 18

ISO 9001:2000 - New ISO 9001:2000 - New RequirementsRequirements(..Contd.)

• Emphasis on responsibility of the “Senior Management” for:- determining objectives/goals throughout

the organization- planning - ensuring customer focus - providing resources- assessing customer feedback- measuring process performance

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Transition to ISO Transition to ISO 9001:20009001:2000(...contd)

Review and update TCS QMS:

• Evaluate the existing QMS structure

• Determine the gaps between the TCS QMS and requirements of ISO 9001:2000

• Incorporate/document the ISO 9001:2000 requirements

• Review the documents internally

• Conduct an Adequacy audit

TCS QMS

For Internal Use 20

Time frame allowed:

• To be compliant with the new standards - latest by December 2002

• Validity of the TCS ISO Certificate - upto January 2003

Transition to ISO 9001:2000 Transition to ISO 9001:2000 (...contd.)(...contd.) ISO 9001:2000 Standards

Mumbai Centre to be re-certified against

ISO 9001:2000 in December 2002

TCS ISO Certificate

Valid upto 13th January

2003

For Internal Use 21

TOTAL QUALITY MANAGEMENT ASSIGNMENT

TOPIC

QUALITY PRINCIPLES OF TATA CONSULTANCY SERVICESBRANCH MUMBAI

SUBMITTED TO: PROF. ILLIYARAJA MBA DEPT

SUBMITTED BY: ARUN KUMAR.G PGMB09006

SEC A

SUBMITTED ON: 10 0CT 2009

ENCLOSURE: MAGAZINE – INNOATION @TCS