Iso Clause 5

ISO 9001: 2008 1. Introduction 2. Quality Management Systems-Requirements

© VK Srivastava

1

Quality Management SystemsRequirements Clauses 2. Scope 3. Normative reference 4. Terms and definitions 5. Quality management system 6. Management responsibility 7. Resource management 8. Product realization 9. Measurement, analysis and improvement © VK Srivastava

2

5. Management responsibility 5.1. Management commitment 5.2. Customer focus 5.3. Quality policy 5.4. Planning 5.5. Responsibility, authority and communication 5.6. Management review

© VK Srivastava

3

5.4. Planning 5.4.1. Quality objectives 5.4.2. Quality management system planning

© VK Srivastava

4

5.5. Responsibility, authority and communication 5.5.1. Responsibility and authority 5.5.2. Management Representative (MR) 5.5.3. Internal communication

© VK Srivastava

5

5.6. Management review 5.6.1. General 5.6.2. Review input 5.6.3. Review output

© VK Srivastava

6

5.1 Management commitment Top management shall provide evidence of its commitment to the development and implementation of the quality management system and continually improving its effectiveness by :– b. communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements, c. establishing the quality policy, d. ensuring that quality objectives are established, e. conducting management reviews, and f. ensuring the availability of resources. © VK Srivastava

7

5.1 Management commitment E D U C A T I O N

a. Top management (a person or a group of people who direct and control an educational organization at the highest level) should identify the factors, which satisfy the needs and expectations of the customer. b. Top management should ensure that educational programmes and processes comply with legal and regulatory requirements for their certification or accreditation.

© VK Srivastava

8

5.2 Customer focus Top management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction (see 7.2.1 and 8.2.1).

© VK Srivastava

9

5.2 Customer focus E D U C A T I O N

Customers requirements are often implied and should be defined and documented as curriculum requirements that include well-defined learning outcomes and specified performance indicators, instructional designs that should be reviewed at the proposal stage and, as a minimum, annually thereafter to assure that all requirements are met and are aligned with the organization's objectives.

© VK Srivastava

10

5.3 Quality policy Top management shall ensure that the quality policy b. is appropriate to the purpose of the organization, c. includes a commitment to comply with requirements and continually improve the effectiveness of the quality management system, d. provides a framework for establishing and reviewing quality objectives, e. is communicated and understood within the organization, and f. is reviewed for continuing suitability. © VK Srivastava

11

5.3 Quality policy E D U C A T I O N

a. The quality policy should be consistent with professional standards, government rules and regulations, and other policies of the educational organization. b. Top management should ensure that the quality policy is understood, implemented, and maintained by the organization. c. Top management should use the quality policy for guiding and leading the decision-making of the personnel involved in the continual improvement of the educational process. © VK Srivastava

12

5.4.1 Quality objectives Top management shall ensure that quality objectives, including those needed to meet requirements for product [see 7.1 (a)], are established at relevant functions and levels within the organization. The quality objectives shall be measurable and consistent with the quality policy.

© VK Srivastava

13

5.4.1 Quality objectives E D U C A T I O N

    

Objectives should be measurable and pertinent to the activities and processes of the quality management system. Quality objectives may be developed on the basis of: Placements Drop-out cases Admission in higher courses Customer satisfaction Faculty development

© VK Srivastava

14

5.4.2 Quality management system planning Top management shall ensure that :– b. the planning of the quality management system is carried out in order to meet the requirements given in 4.1, as well as the quality objectives, and c. the integrity of the quality management system is maintained when changes to the quality management system are planned and implemented.

© VK Srivastava

15

5.4.2 Quality management system planning E D U C A T I O N

Quality management system planning should consist of the activities and resources needed to achieve the educational organization's objectives. b. Customer’s requirements c. Performance criteria for instructional processes Quality objectives

© VK Srivastava

16

5.5.1 Responsibility and authority Top management shall ensure that responsibilities and authorities are defined and communicated within the organization.

© VK Srivastava

17

5.5.1 Responsibility and authority E D U C A T I O N

• Top management shall ensure that responsibilities and authorities are defined and communicated within the organization. • The responsibility and authority of all teaching, laboratory and administrative staff, who provide services to the students, shall be defined and communicated within the Educational Institute. The interrelation of these personnel shall be determined and implemented.

© VK Srivastava

18

5.5.2 Management Representative Top management shall appoint a member of management who, irrespective of other responsibilities, shall have responsibility and authority that includes :– b. ensuring that processes needed for the quality management system are established, implemented and maintained, c. reporting to top management on the performance of the quality management system and any need for improvement, and d. ensuring the promotion of awareness of customer requirements throughout the organization. © VK Srivastava

19

5.5.2 Management Representative E D U C A T I O N

 The educational organization should assign a person/s the responsibility for ensuring that the requirements of ISO 9001:2008 are met on an on-going basis.  This person should know the contents of these standards and be available for advice on their implementation.

© VK Srivastava

20

5.5.3 Internal communication Top management shall ensure that appropriate communication processes are established within the organization and that communication takes place regarding the effectiveness of the quality management system.

© VK Srivastava

21

5.5.3 Internal communication E D U C A T I O N

The educational organization top management should ensure that there are communication processes vertically, at the different organization levels, as well as horizontally, through different areas and departments, in order to share information related to the effectiveness of the quality management system.

© VK Srivastava

22

5.6.1 General Top management shall review the organization's quality management system, at planned intervals, to ensure its continuing suitability, adequacy and effectiveness. This review shall include assessing opportunities for improvement and the need for changes to the quality management system, including the quality policy and quality objectives. Records from management reviews shall be maintained.

© VK Srivastava

23

5.6.1 General E D U C A T I O N

A review of the quality management system should include the scheduled periodic review of the instructional and support systems, customer satisfaction, assessment criteria, evaluation results, and documented improvements. This list is neither exhaustive nor prescriptive. Records of these reviews should be kept.

© VK Srivastava

24

5.6.2 Review input The input to management review shall include information on :– b. results of audits, c. customer feedback, d. process performance and product conformity, e. status of preventive and corrective actions, f. follow-up actions from previous management reviews, g. changes that could affect the quality management system, and h. recommendations for improvement. © VK Srivastava

25

5.6.2 Review input E D U C A T I O N

a. b. c.

d.

Results of internal/external/regulatory audits Student/parent’s feedback and complaints Performance of institution’s services and any related problems (instruction delivery, examinations, admissions, library, student care etc.) Achievements of the institutes and quality objectives

© VK Srivastava

26

5.6.3 Review output The output from the management review shall include any decisions and actions related to:– b. improvement of the effectiveness of the quality management system and its processes, c. improvement of product related to customer requirements, and d. resource needs.

© VK Srivastava

27

5.6.3 Review output E D U C A T I O N

a. Establish improvement parameters for the processes of the educational organization, for example teaching-learning; and b. Revise or perform again the design review when a textbook or interactive learning program is changed.

© VK Srivastava

28

Model of Process-based QMS

Value-Adding Activity Info Flow

4 5 8

6 7 © VK Srivastava

29