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Unit 10: Quality Management System
Introduction Notes
Previous unit gave you an insight on the concept of benchmarking, the various types of
benchmarking and their levels. It also talked about the process, reasons and benefits of
benchmarking.
In this unit, you will study about ISO 9000 Quality Standard and ISO certifications. In this unit
you will also learn about the documentation of quality systems and implementation of ISO
9001:2000.
Quality is the basic requirement for business success and the survival of any business organization
will depend on its ability meet or exceed both stated and implied expectations of the customers.
Thus quality management has emerged as the most important strategic function for all business
organizations. This resulted in the development of various standards and guidelines. In order to
fulfill customer needs and expectations, all world class organizations create quality systems.
This led to the concept of “Quality Management Systems” which is popularly known as QMS.
A Quality Management System is the system which provides guidelines for the organization
and its employees to identify the needs of customer and to design, develop, produce and deliver
the products or services to meet these needs. Thus quality management systems ensure that an
organization’s efforts are directed towards achievement of high quality of products and services.
10.1 ISO 9000
ISO 9000 is a series of standards dealing with quality management systems. The standards are
published by the International Organization. All industrialized countries are members and
participate in writing the standards.
Most countries have adopted and published ISO 9000 as their own national standard. In the
United States, it has been issued as Q9000 with virtually the same text as the original standard.
Did u know? ISO 9000 was first published in 1987 and has undergone several revisions
since its inception.
10.1.1 ISO Standard Series and Some Other Standards
The ISO Standard Series includes the following Systems Standards indicating their specific
purposes:
ISO 9000: Quality Management and Quality Assurance Standards Guidelines for Selection
and Use
ISO 9001: Model for Quality Assurance in Design/Development, Production Installation,
and Servicing.
ISO 9002: Model for Quality Assurance in Production and Installation.
ISO 9003: Model for Quality Assurance in Final Inspection and Test.
ISO 9004: Generic Guidelines for Quality Management and Systems.
ISO 9004-2: Guidelines for Services.
ISO 14001: Environmental Management System Guidelines for Principles, Systems, and
Supporting Techniques.
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