...International Organisation for Standardisation (ISO) The ISO 9001 certificate is a proof that a company is functioning in compliance with all international and national quality standards and that it regularly surveys the quality system that have been included in its business practice. The implementation of Quality Management System ISO 9001 in a hotel demands a lot of paperwork; it is time consuming and increases additional costs. In a research carried out by Adanur–Allen (1995), he stated that the main advantages of a successfully implemented ISO 9000 are improved business efficacy, greater consumer satisfaction and improved competitiveness. Since customers are very demanding when it comes to the quality of service in the hotel industry, organisations are competing to become quality leaders through ISO. The adoption of a quality management system should be a strategic decision of an organization. The design and implementation of an organization's quality management system is influenced by * a) its organizational environment, changes in that environment, and the risks associated with that environment, * b) its varying needs, * c) its particular objectives, * d) the products it provides, * e) the processes it employs, * f) its size and organizational structure. This International Standard can be used by internal and external parties, including certification bodies, to assess the organization's ability to meet customer, statutory and regulatory requirements...
Words: 2865 - Pages: 12
...ISO 9000 From Wikipedia, the free encyclopedia The ISO 9000 family of standards relate to quality management systems and are designed to help organizations ensure they meet the needs of customers and other stakeholders (Poksinska et al, 2002 [1] ). The standards are published by ISO, the International Organization for Standardization and available through National standards bodies. ISO 9000 deals with the fundamentals of quality management systems (Tsim et al, 2002 [2] ), including the eight management principles (Beattie and Sohal, 1999;[3] Tsim et al, 2002 [2]) on which the family of standards is based. ISO 9001 deals with the requirements that organizations wishing to meet the standard have to fulfill. Third party certification bodies provide independent confirmation that organizations meet the requirements of ISO 9001. Over a million organizations worldwide [4] are independently certified, making ISO 9001 one of the most widely used management tools in the world today. Contents [hide] 1 Reasons for use 2 Background 3 Global adoption 4 Contents of ISO 9001 4.1 Summary of ISO 9001:2008 in informal language 4.2 1987 version 4.3 1994 version 4.4 2000 version 4.5 Certification 5 Auditing 6 Industry-specific interpretations 7 Effectiveness 7.1 Advantages 7.2 Problems 8 See also 9 References 10 Further reading 11 See also 12 External links [edit]Reasons for use The global adoption of ISO 9001 may be attributable to a number of factors. A number of major...
Words: 3807 - Pages: 16
...Management system standards What are management system standards? The nature of standards will be addressed in the section on standards development and in the context of management systems these standards: establish concepts, principles, guidelines and criteria for establishing, maintaining and improving the processes by which an organisation defines and achieves its goals (see explanation below). As most management system standards address specific organisational goals, like product quality, environment or health and safety, they apply to different processes within an organisation. Management system standards are not product standards; there are no requirements that govern the characteristics of particular products or services in management system standards. These standards apply to organisations as a whole rather than to the products and services they supply. More on this in the member pages How have management system standards evolved? The evolution of formal management system standards has taken a rather interesting path. It has been driven primarily by customers in the regulated industry sector and legislation rather than internal economics but it is important to recognise that this evolution continues. The failure of organisations to regulate their own outputs forced some stakeholders (primarily customers and society) to impose requirements that constrain an organisation's policies and practices. Such measures have been deemed necessary since time immemorial to...
Words: 8984 - Pages: 36
...Department of Electrical and Electronics Engineering BE EEE – VII Sem ( 2012 – 2013 ) Total quality management Assignment-1 1. Define quality. 2. Mention any four principles of TQM 3. Define Quality cost. 4. Define strategic planning. 5. What are the steps involved in strategic planning? 6. What are the types of quality statement? 7. Name any two popular awards for quality. 8. What is Quality Council? 9. What do you mean by total cost of quality?? 10) Define TQM. 11)what is quality planning? 12)Define mission, vision and guiding principle. What is purpose of each? 13)What is role of senior management in TQM implementation? 14)What is an ISO definition of quality? 15)List the various levels of TQM adoption? Department of Electrical and Electronics Engineering BE EEE – VII Sem ( 2012 – 2013 ) Total quality management Assignment-2 1)Define customer satisfaction. 2. How the customer complaints are collected? 3. Define service quality. 4. Name some customer perception on quality. 5. What is employee motivation? 6. Define Kaizen. 7. List out the 5’S of Japanese methodology with its purpose. 8. Define partnering. 9. Define Empowerment. 10. What do you understand by performance appraisal? What is the use of it? 11.list the objectives of performance measures. 12.what is supplier rating? Department of Electrical and Electronics Engineering BE EEE – VII Sem ( 2012 – 2013 ) Total quality...
Words: 525 - Pages: 3
...The Deming Approach W. Edward Deming's philosophy is one that focuses on continuous improvement at all levels of an organization for all products and services. The philosophy is articulated in Deming's 14 Points and Seven Deadly Diseases. Deming's philosophy and TQM go hand in hand. You would be hard-pressed to find a TQM implementation that did not have Deming's philosophy as part of its foundation. Deming noted the villain was variation, and variation exists in everything. Our challenge is to identify and reduce variation in order to improve the quality of the items produced or services provided. For years, many struggled with Deming's points. Some complained that many of the points were not realistic, asking, for example, how can you run a business without using numbers? Doing so was just not possible, they said. In his 1993 book, The New Economics for Industry, Government & Education, Deming provided insight into his thinking. In the text is a chapter titled Theory of Profound Knowledge. Here, Deming outlined the basic thinking for creating change. There were some who intuitively understood his theory years before it was published. Those were the people and groups that had been successful in implementing TQM. The changes required to implement Deming's philosophy are not easy and will take time, but the rewards are worth the changes. We only need to look a Toyota to see just what can be accomplished! For many, if not most, U.S. businesses, Deming's ideas are revolutionary...
Words: 1489 - Pages: 6
...Week 6 Research Paper Journal-Gallerick Upper Iowa University Joshua Gallerick BA 567: Quality Management and Productivity Quality management is a key ingredient for competitive success. Firms strive for sustainable relative quality advantage to differentiate themselves from their competition (Talha, 2004). Intel’s quality management is the cornerstone of competitive advantage. Intel uses quality management practices to lead to superior quality outcomes and increased quality performance that appear to be founded from Deming’s 14 points philosophy. Intel Corporation is based in Santa Clara, California, is a global leader in silicon innovation, developing technologies, products, and initiatives to continually advance how people work and live. Intel designs, manufactures and sells computing and communication components, such as microprocessors, chipsets, motherboards, and wireless and wired connectivity products. The company was founded in 1968 by two scientists, Robert Noyce and Gordon Moore (Intel Corp, 2013). The company went on to develop the world’s first microprocessor in 1971 (Intel Corp, 2013). Deming’s approach to quality is the foundation for today’s quality management systems (Russel, 2011). Deming’s philosophy for achieving quality improvements is found in his 14 points plan (Russel, 2011). Intel’s philosophy of quality mirrors Deming’s 14 points plan. The first point of Deming’s plan is to create a constancy of purpose towards product improvement to achieve...
Words: 2615 - Pages: 11
...6 Difference between Six Sigma & Total Quality Management 6 Reasons for adopting Total quality Management 7 Accurate time to adopt Total Quality Management (TQM) 8 Total Quality Management Tools 9 Principles of Total Quality Management 11 1. Customer centric approach 12 2. Employee involvement 12 3. Process approach 13 4. Integrated system 13 5. Strategic & systematic approach 13 6. Fact-based decision making 14 7. Continual improvement 14 8. Communication 14 The Concept of Continuous Improvement by Total Quality Management 14 Benefits of Total Quality Management in an Organization 16 Conclusion 17 References: 18 Introduction Total Quality Management (TQM) is a philosophy with the enthusiasm of accomplishing the overall performance of the organization. This globally recognized strategic technique has several benefits that make TQM trustworthy and applicable toward the business people. These benefits may include improving consumer satisfaction, focusing on employee motivation, reducing waste and improving overall performance of the organization. TQM is a problem solving technique that particularly focuses on continuous improvement of the quality of product, process and service. In this approach the management and employee can work together for the overall improvement by using quality and management tool aimed at increasing business and reducing losses in the long run. What does TQM cover? The major tasks for which TQM is known worldwide...
Words: 4289 - Pages: 18
...Date: 10th March 2014 Lecturer: Paul Tracey | | | | Table of Content Item Page Introduction 2 What is ISO 9001 - Quality management system........................................2 ISO 9001:2008…………………………………………….........................2 The Concept of Quality Management……………..…………………...….3 The major clauses and sub-clause are:…....………….…………………....4 Quality Management Principles:…………………………………………..5 Audits, reviews and assessments…………………………………………..6 Single-Loop Learning Model……………………………………………...6 Double-Loop Leaning Model………………………………………….......7 References………………………………………………………………....8 Appendix…………………………………………………………………..8 Assess how a quality management system standard is supposed to work to aid the relationship or relationships between a buying organisation and its supplying organisations. Introduction Any organisation can benefit from implementing an effective quality management system. The foundation of a quality organisation is the concept of the customer and supplier working together for their own benefit of receiving the end product in the way in which they want the product to be. For this to be effective, the customer-supplier interfaces must extend internally and externally in the organisation. What is ISO 9001 - Quality management system? The ISO 9001 addresses certain aspects of quality management and contains some of ISO’s standards. The standards provide guidance and tools for companies and organizations...
Words: 2710 - Pages: 11
...operations in line with the relevant British Standards, the company lacked formal certification. With increased competition and an increase in customer expectation for certification, it was decided that we would move to a recognised Quality Assurance System in the form of BS5750 and ISO 9002/3. The immediate advantages of this would be an improved marketability for the company, but also provide confirmation to existing clients that they were dealing with a solid and reliable contractor. With clear and efficient processes in place, especially within the workshop, productivity would be increased. This would have the knock-on benefit of reducing the time that service engineers would need to spend in the workshop and allow greater focus on the more profitable on-site sales. (n.b. The Gantt chart appears to show a project for 2012. This was due to the nature of the software used in the drafting of the report. The software produced some graphical anomalies when working with past dates.) Change Identification The SWOT (strength – weakness – opportunity – threat) diagram for the this business sector highlights the environment in which the company operates. What we are looking to achieve by adopting the ISO standards is the removal, or control, of the factors highlighted as weaknesses. As it is an EU...
Words: 3476 - Pages: 14
...Total Quality Management in the Software World Abstract This paper examines total quality management (TQM) against the backdrop of the software world. First an overview of the background and evolution of total quality management will be detailed, then an article will be examined that discusses total quality management on an organizational level, and how it can be beneficial. After that an empirical study is reviewed that discusses the relationship between TQM and software quality. Finally this paper is wrapped up with a look at how TQM development methods should be introduced and the different ways in which is benefits both the employee and customer. Keywords: tqm, total quality management, software total quality management, tqm software methodologies Total Quality Management in the Software World According to Dale, Dewhurst, and Martínez-Lorente (1998), Total quality management is now being applied by a considerable number of companies and the topic itself is now a popular subject of many books and papers. While total quality management began to be used in the mid 1980’s (Dale et. al., 1998) it wasn’t until the late 1980’s it became a part of quality related language and even later still until it was put to use in the world of software and I.T. (information technology). This paper will examine the following total quality management topics: 1. What is the background and history of total quality management? 2. What value does TQM add to software quality? ...
Words: 2125 - Pages: 9
...Quality Management Systems Introduction An organisation will benefit from establishing an effective quality management system (QMS). The cornerstone of a quality organisation is the concept of the customer and supplier working together for their mutual benefit. For this to become effective, the customer-supplier interfaces must extend into, and outside of, the organisation, beyond the immediate customers and suppliers. A QMS can be defined as: “A set of co-ordinated activities to direct and control an organisation in order to continually improve the effectiveness and efficiency of its performance.” These activities interact and are affected by being in the system, so the isolation and study of each one in detail will not necessarily lead to an understanding of the system as a whole. The main thrust of a QMS is in defining the processes, which will result in the production of quality products and services, rather than in detecting defective products or services after they have been produced. The benefits of a QMS A fully documented QMS will ensure that two important requirements are met: • The customers’ requirements – confidence in the ability of the organisation to deliver the desired product and service consistently meeting their needs and expectations. • The organisation’s requirements – both internally and externally, and at an optimum cost with efficient use of the available resources – materials, human, technology and information. These requirements can only be truly met...
Words: 2579 - Pages: 11
...Because of permissions issues, some material (e.g., photographs) has been removed from this chapter, though reference to it may occur in the text. The omitted content was intentionally deleted and is not needed to meet the University's requirements for this course. CHAPTER 3 Global Supply Chain Quality and International Quality Standards Global competition is played out by different rules and for different stakes at each level. —C. K. PRAHALAD and GARY HAMEL INTRODUCTION I nternational trade is not a new phenomenon. The Roman, Greek, Egyptian, Chinese, Prussian, and other great empires were built on international trade. Columbus encountered the Americas for Queen Isabella of Spain when he was trying to establish a trade route to the East Indies across the Atlantic Ocean from Europe. Although international trade has existed for a long time, the volume of international trade exploded after World War II and has continued to reach tremendous levels. This international diversity can be seen all around us. Probably, the watch you wear, the computer you use, the car you drive, or the frying pan you use to prepare breakfast are not produced in the country where you live. The nationalities of products are even obscured as companies become more internationally dispersed. The most famous electric guitar in the world is the Fender Stratocaster. If you go to your local music shop, you will find that Stratocasters vary in cost from $500 to around $3,000. Some of the variation...
Words: 19364 - Pages: 78
...demonstrating how ISO 9001-2008 affirmation influences either positively or negatively the customers. In more recent times we have seen numerous organizations in diverse divisions being ISO 9001-2008 guaranteed; numerous are likewise during the time spent getting the affirmation but then in the wake of getting the confirmation numerous don't take after the rules to the letter what's more, this outcomes to having disappointed customers both inner and outer to the associations, consequently, what is the impact of ISO 9001-2008 affirmation on customer satisfaction? The study had 4 goals: to find out how the ISO has impacted recruitment and admission of members, to find out how ISO certification has impacted members’ returns on their savings, to find out how ISO has affected handling of customer complaints and enquiries and to establish how ISO has impacted claim processing and payment of benefits. The study embraced overview research outline. Target populace incorporated 22 lower-level supervisors, 11 center level directors and 33 customers of the chose associations. A poll was utilized to gather information, illustrative investigation, for example, frequencies, rates and means were utilized to break down the information. Relationship was utilized to test the connections that exist between ISO 9001-2008 accreditation and customer fulfillment. ISO procedure and customer satisfaction are entwined and that diverse associations have distinctive ways to deal with ISO process confirmation...
Words: 5202 - Pages: 21
...Operations Management, University of Strathclyde, Glasgow, UK Abstract Purpose – The last two decades have witnessed an explosion of research into the area of quality initiatives (QI) such as ISO, total quality management, lean, Kaizen and its application within small and medium-sized enterprises (SMEs). However, very few empirical studies have reported the application of Six Sigma in SMEs; the reasons may be attributed to several myths associated with Six Sigma. The purpose of this paper is to assess the current status of QI in the UK manufacturing SMEs and report the differences in the quality management practices of Six Sigma SMEs against the ISO certified firms. Design/methodology/approach – A survey-based approach was adopted to understand the established quality management practices in the UK SMEs. A short survey instrument was designed by reviewing the literature on quality improvement initiatives in SMEs. A sample of 500 manufacturing SMEs across UK was selected through stratified random sampling technique. Findings – A response rate of 12.7 per cent was achieved and included respondents at senior management and middle management level across the manufacturing industry in the UK. Data analysis on the history of quality initiatives (QI) in SMEs indicated towards the trend that ISO may be the foundation or building block before embarking on lean or Six Sigma. Differences in quality...
Words: 6237 - Pages: 25
...Pamantasan ng Lunsod ng Maynila Submitted to: Prof. Carlos Sison Production Operation Management II Submitted by: Ronaliza M. Dimapilis BBM-MBA Best Practices in Product Management Product management is an important role within any company, especially in a startup where the product is still evolving. Part cat herder, part strategist, and part analyst, if one thing is certain about a Product Manager, it’s that they need to constantly be on their toes and ready to rally a team behind a decision. The challenge of a Product Manager is to provide a solution to our consumers — one which can be translated into product requirements that are actionable for developers and designers. One of the greatest challenges also of a product manager is not only to give solutions to your customer needs & wants but also to give a highly sustainable and profitable Product to your organization or company. When I started my career as a product manager 3 years ago, things are quite different from what they are decades ago. Lucky we, that there were a lot of books or training courses, there were a lot of associations, blogs, or newsletter that are readily available and easy to access because of internets and social media. That could help us and gain some insights about product management. Let me share to you what I have learned about the best practices of product management from the book of “ 42 Rules of product management” written by Brian Lawley and Greg Cohen of 280...
Words: 9611 - Pages: 39
