management of iso quality
TRANSCRIPT
SUMITTED BY:. SHAILESH SINGH MBA, Marketing and Operations S.G.S.I.T.S, Indore
Management of Quality
Quality Management Systems
ISO 9001 and ISO 14001 in brief
ISO 9001 and ISO 14001 are among ISO's most well known standards ever.
They are implemented by some 887 770 organizations in 161 countries.
ISO 9001 helps organizations to implement quality management.
ISO 14001 helps organizations to implement environmental management.
Quality management
ISO 9001 is for quality management. Quality refers to all those features of a product (or
service) which are required by the customer.Quality management means what the organization
does to ensure that its products or services satisfy the
customer's quality requirements andcomply with any regulations applicable to those
products or services.
Quality management (cont.)
Quality management also means what the organization does to
enhance customer satisfaction, andachieve continual improvement of its
performance.
Environmental management
ISO 14001 is for environmental management. This means what the organization does to:
minimize harmful effects on the environment caused by its activities,
to conform to applicable regulatory requirements, and to
achieve continual improvement of its environmental performance.
Generic standards
ISO 9001 and ISO 14001 are generic standards.
Generic means that the same standards can be applied:
to any organization, large or small, whatever its product or service,
in any sector of activity, andwhether it is a business enterprise, a
public administration, or a government department.
Generic standards (cont.)
Generic also signifies that no matter what the organization's scope of
activityif it wants to establish a quality
management system, ISO 9001 gives the essential features
or if it wants to establish an environmental management system, ISO 14001 gives the essential features.
Management systems
Management system means what the organization does to manage its processes, or activities in order that
its products or services meet the organization’s objectives, such as
satisfying the customer's quality requirements, complying to regulations, or meeting environmental objectives
Management systems
To be really efficient and effective, the organization can manage its way of doing things by systemizing it.
Nothing important is left out. Everyone is clear about who is responsible for doing
what, when, how, why and where.Management system standards provide the organization
with an international, state-of-the-art model to follow.
Management systems (cont.)
Large organizations, or ones with complicated processes, could not function well without management systems.
Companies in such fields as aerospace, automobiles, defence, or health care devices have been operating management systems for years.
The ISO 9001 and ISO 14001 management system standards now make these successful practices available for all organizations.
Processes, not products
Both ISO 9001 and ISO 14001 concern the way an organization goes about its work.
They are not product standards.They are not service standards.They are process standards. They can be used by product
manufacturers and service providers.
Processes, not products (cont.)
Processes affect final products or services.
ISO 9001 gives the requirements for what the organization must do to manage processes affecting quality of its products and services.
ISO 14001 gives the requirements for what the organization must do to manage processes affecting the impact of its activities on the environment.
Certification and registration
Certification is known in some countries as registration.
It means that an independent, external body has audited an organization's management system and verified that it conforms to the requirements specified in the standard (ISO 9001 or ISO 14001).
ISO does not carry out certification and does not issue or approve certificates,
Accreditation
Accreditation is like certification of the certification body. It means the formal approval by a specialized body - an
accreditation body - that a certification body is competent to carry out ISO 9001:2000 or ISO 14001:2004 certification in specified business sectors.
Certificates issued by accredited certification bodies - and known as accredited certificates - may be perceived on the market as having increased credibility.
ISO does not carry out or approve accreditations.
Certification not a requirement
Certification is not a requirement of ISO 90001 or ISO 14001.
The organization can implement and benefit from an ISO 9001 or ISO 14001 system without having it certified.
The organization can implement them for the internal benefits without spending money on a certification programme.
Certification is a business decision
Certification is a decision to be taken for business reasons:
if it is a contractual, regulatory, or market requirement,
If it meets customer preferencesit is part of a risk management
programme, or if it will motivate staff by setting a clear
goal.
ISO does not certify
ISO does not carry out ISO 9001 or ISO 14001 certification.
ISO does not issue certificates.ISO does not accredit, approve or control
the certification bodies.ISO develops standards and guides to
encourage good practice in accreditation and certification.
OVERVIEW OF ISO 9001:2000
>
Consolidation of ISO 9000 family - Current 20 standards to be replaced by four:
ISO 9000: Quality management systems- Fundamentals & vocabulary
ISO 9001: Quality management systems - Requirements ISO 9004: Quality management systems - Guidance for
performance improvement*ISO 19011: Guidelines for auditing quality & environmental
management systems
To be supported by technical reports
Overview Of ISO 9001 : 2000
Sector Specific Standards
AS9100: Aerospace IndustryISO TS 16949: Automotive SuppliersTL 9000: Telecommunications
ISO 9001 : 2000
Some basics
Applicability : Universal
Aim : Enhancing customer satisfaction
Scope : As per the requirements of the organization
01 GeneralStrategic decision - adoption of QMSQMS design & implementation is
organisation specificStandard can be used by internal & external
parties to assess the ability to meet customer, regulatory and organisation’s own requirements
QMS requirements are complementary to technical requirements for product
ISO 9001:2000
The Process Approach . Process approach to quality management encouraged
. Introduces & explains the process model as conceptual presentation
of QMS requirements specified
ISO 9001:2000
Processes
ProcessActivities
+Resources
Input Output
Controls
(e.g.procedure)
Processes - understand interactions
ProcessA
ProcessD
ProcessB
ProcessC
InputOutputControls
CUSTOMER
CUSTOMER
Management responsibility
Resourcemanagement
Measurement, analysis,improvement
ProductProductrealisation
Quality Management SystemContinual Improvement
Requirements
Satisfaction
InputOutput
The QMS Model
Process and System Approach
Identify and manage processesDetermine the sequence and interaction of processesDetermine the criteria and methods to ensure effective
operation of the processesMeasure, monitor, analyse the processes and implement
actions necessary to achieve planned results and continual improvement
Ensure availability of information necessary to operate processes
(ISO 9001:2000 clause 4.1)
Plan
Do
Verify
Correct
The Demming Cycle
The recognition process
Understanding the standard requirements
Establishment of a quality management
system
Certification
Accrual of benefits
The requirements :Quality Management SystemManagement ResponsibilityResources ManagementProduct RealizationMeasurement, Analysis & Improvement
ISO 9001:2000
Clauses 0 - 3
Introduction
Scope
Normative references
Terms and definitions
ISO 9001:2000
Clause 4QMS requirements
Process approach
Documentation requirements
ISO 9001:2000
Clause 5Management responsibility
Commitment, Customer focus
Policy, Objectives, Planning, Communication
ISO 9001:2000
ISO 9001:2000
Clause 6
Resource Management
Human resources
Infrastructure
Work Environment
ISO 9001:2000
Clause 7Product Realization
Planning
Marketing, selling, design, production, purchase…
ISO 9001:2000
Clause 8Measurement, Analysis & Improvement
Measure, Analyse and improve…
Myths
8 “ISO is only documentation”
8 “ISO is expensive”
8 “ISO is for the auditor”
8 “ISO is the responsibility of MR”
8 “ISO will drastically improve results immediately”
8 “ISO is TQM”
BENEFITS OF CERTIFICATION
>
Benefits of certification
Commercial
Non-commercial
Enhanced customer satisfaction and loyalty
Reduced quality costs
Increased competitiveness
Improved internal transfer of know how
Improved morale and motivation of staff
Benefits of certification
Benefits : Commercial
Competitiveness
Customer confidence
Exports
Governmental recognition
Benefits : Non-commercial
Quality, an essential requirement todayContinual improvement, another
necessity Effect on costs –
Higher quality costs lessQuality has one of the highest ROIAlmost the entire standard is preventative in
nature !
Benefits : Non commercialOpportunity to integrate systems Inspiring confidence to the management and people
of the organizationTransparency Identification of non conformitiesReduced errors Internal quality auditsPrestige Improved morale of staff Improvements becoming a way of lifeA stepping stone to TQM
To SummariseGenericGoes beyond quality assurance to include
customer satisfactionBased on 8 quality management principlesProcess approachAllows tailoring to business but does not loose
sight of customer focusLow on documentation and high on effectiveness
(performance)Focuses on continual improvements through: Quality objectives
Corrective and Preventive actions
Certification of quality system to ISO 9001 as a “bonus”:
Tangible proof that the company’s quality system complies with internationally recognised standard.
Avoidance of multiple second party audits.
Marketing edge.
Certificate
ISO 9001
Benefits of certification
Benefits of certification
An opportunity to eliminate any excessive documentation requirements
Benefits of certification
•THE CERTIFICATION PROCESS
Top managementcommitment
Formation of Steering committee
Understanding The standard
Review of theExisting system
Gap AnalysisTime bound
Action plan toFill gaps
Internal AuditsAnd
ManagementReviews
Pre-assessmentreview
CertificationAudit
THE CERTIFICATION PROCESS
Continual Improvement
Problem Solving Techniques Cause & effect diagram Pareto analysis Flowcharting Brain storming
How to effectively approach the project?
Steering committee and task forceDiagnosis of an existing systemExecution planTrainingPlanning, Re- engineering,
Documenting ImplementationAudits and reviewPossible changes
Identification and control of processes, their sequence and interaction is critical for effective quality management
IMPLEMENTING THE STANDARD
STEP 1
TOP MANAGEMENT COMMITMENT
A basic requirement for any quality initiative
Direction,monitoring and motivational aspects
IMPLEMENTING THE STANDARD
STEP 2
FORMATION OF A STEERING COMMITTEE
To ‘legitimise’ the issueShould include top/middle/junior
management personnelRegular review of progress
IMPLEMENTING THE STANDARD
STEP 3UNDERSTANDING THE STANDARDAttend training programmesOrganise ‘Awareness’ programmes for allInterpretation to the organisational
practiceAppointment of a external expert if
necessary
IMPLEMENTING THE STANDARD
STEP 4 REVIEW OF THE EXISTING SYSTEM Review of all current practices, written or
otherwise Review for1. Adequacy2. Suitability3. Effectiveness
IMPLEMENTING THE STANDARD
STEP 5 GAP ANALYSIS» Gap between the current
practices and ISO 9001 requirements
» A checklist could be useful
IMPLEMENTING THE STANDARD
STEP 6TIME BOUND ACTION PLAN TO FILL
THE GAPSFor documentationFor complianceFor suitabilityFor adequacyFor effectiveness
IMPLEMENTING THE STANDARD
STEP 7INTERNAL AUDITS & MANAGEMENT
REVIEWSTo evaluate adequacy of documentationTo evaluate complianceTo evaluate effectiveness
IMPLEMENTING THE STANDARD
STEP 8PRE-ASSESMENTBy an external agency – usually the
certification bodyIn good time before the certification audit
IMPLEMENTING THE STANDARD
STEP 9
CERTIFICATION AUDITBy the certification body
IMPLEMENTING THE STANDARD
STEP 10
CONTINUED COMPLIANCEBy reviewsBy audits – internalBy audits -- external
Quality system is for the organisation, and not organisation for the system.
Unnecessary changes should not be imposed.
Always consider:
company culture;operating philosophy;nature of business;market environment.
Flaws to avoid:System that is not tailored to suit the
organization’s mode of operation
Flaws to avoid:Insufficient training, communication &
awareness
Certification ProcessContract Review
Initial Audit
Certification
Surveillance
Re-certification audit
CertificateISO 9001
Scope of certificationStandard
Products covered
Locations covered
Elements of organisation covered
Accreditation
To ensure uniform standard of certification
To ensure recognition of certificates
The ISO 14000 family
ISO 14001 is the standard that gives the requirements for an environmental management system.
ISO 14001:2004 is the latest, improved version. It is the only standard in the ISO 14000 family that can
be used for certification.The ISO 14000 family includes 21 other standards that
can help an organization specific aspects such as auditing, environmental labelling, life cycle analysis…
What is an EMS?
Systematic way of managing an organization’s environmental affairs
Based on Plan-Do-Check-Act Model (PDCA)Focused on Continual Improvement of systemAddresses immediate and long-term impact of
an organization’s products, services and processes on the environment.
A tool to improve environmental performance
EMS ModelPolicy
Planning
Implementation
CheckingCorrective Action
ManagementReview
Based on the P-D-C-A Model, Plan-Do-Check-Act
Why Implement an EMS?To get your environmental ducks in a row!Struggling to stay in compliance and keep track
of regulations/lawsEnvironmental management just one of many
responsibilitiesEstablish a framework to move beyond
complianceVehicle for positive change; improved employee
morale, enhanced public imageEmployee turnover
Why Implement an EMS ?More reasons:
Helps to identify the causes of environmental problems.better to make a product right the first timecheaper to prevent a spill or other accidentcost effective to prevent pollution
Trade and competitive issuesInconsistency in environmental regulation and
enforcementMany individual parts may already
be in place – just need to unify under the EMS umbrella!
ISO 14000: A series of standards
Created by the International Organization of Standardization, a non-governmental organization (NGO) established in 1947, located in Switzerland (see handout for more info)ISO is not an acronym - from the Greek iso, meaning
equal (as in isothermal)
ISO is a worldwide federation of national standards bodies from over 100 countries; American National Standards Institute (ANSI) is US representativeThey have created many standards: ISO 9000, film
speeds
ISO 14000 FamilyA series of guidance documents and
standards to help organizations address environmental issues. Ones below deal with EMS.14001: Environmental Management Systems14004: EMS general guidelines14010: Guidelines for Environmental Auditing14011: Guidelines for Auditing of an EMS14012: Auditing - Qualification criteria
To Whom Do the Standards Apply?Standard is VoluntaryLarge and Small Business & IndustryService Sectors (hospitals, hotels, etc.)City and County GovernmentApplicable to all types of organizations, of
all sizes anywhere in the world
Becoming ISO 14001 certified
ISO 14001 is the only certification standardRegistration body examines EMS for
conformity to the ISO 14001 standardNot a compliance audit, an EMS auditFacility awarded registrationDoes NOT mean that products are more
environmentally friendlyDoes mean have a documented EMS that is
fully implemented and consistently followed
External Drivers for ISO 14001?Suppliers encouraged to consider an EMS
by:IBM Xerox (30,000)Bristol-Myers Squibb (15,000)Ford and GMToyota- choice of 3MP&M, Others??
Approx. 271,000 ISO 9000 certifications worldwide (est. 380 NC certifications)
World Picture
30,303 ISO 14001 cert. in world as of 6/011,480 ISO 14001 cert. in US as of 6/01 54 companies known certified in NC, and one
municipalityUS is 5th in number of certifications behind
Japan (6,648), the UK (2,500), Germany (2,400), and Sweden (1,911)
What does ISO 14001 Say?
17 Requirements in ISO 14001
Env. Policy 4.2 Document control 4.4.5
Env. Aspects 4.3.1 Operational control 4.4.6
Legal and other req. 4.3.2 Emergency preparedness and response 4.4.7
Obj. and targets 4.3.3 Monitoring and measurement 4.5.1
Env. Mgmt. Program 4.3.4 Corrective/preventive action 4.5.2
Structure and Responsibility 4.4.1 Records 4.5.3
Training, awareness, and competence 4.4.2
EMS audit 4.5.4
Communication 4.4.3 Management Review 4.6
EMS documentation 4.4.4
ISO 14001 Key Elements
Policy Statement Identification of Significant Environmental
ImpactsDevelopment of Objectives and TargetsImplementation Plan to Meet Obj. and TargetsTrainingManagement Review
How you meet the elements is up to you
EMS ModelPolicy
Planning
Implementation
CheckingCorrective Action
ManagementReview
Based on the P-D-C-A Model, Plan-Do-Check-Act
ISO 14001 Policy Statement (4.2)
Management’s declaration of commitment to the environment.
Policy Statement 3 Main Elements (Big 3)
Commitment to ComplianceCommitment to Prevention of Pollution, and Commitment to Continual Improvement
Broader definition of pollution preventionAvailable to Interested Parties
EMS Policy StatementMust be appropriate to the nature, scale and
environmental impacts of the organization’s activities, products or services
Provides a framework for setting and reviewing objectives and targets
Way of communicating environmental mission internally and externally
Broader definition of pollution prevention than EPA’s: not just source reduction,but also recycling, treatment, disposal, and material substitution
EMS ModelPolicy
Planning
Implementation
CheckingCorrective Action
ManagementReview
Aspects and Impacts (4.3.1)
An organization evaluates and addresses its own significant aspects, including non-regulated aspects
May be positive or negativeThink from the fenceline:
Aspect: Cause or Input: Element of an organization’s activities, products, or services which can interact with the environment
Impact: Effect or Output: Any change to the environment, whether adverse or beneficial, resulting from an organization’s activities, products, or services
Aspects and ImpactsConsider:
Air emissionsSolid/hazardous wasteWater effluentsContamination of landNoise, vibration and odorLand use, energy use, water useRaw material and resource usePositive environmental issues
Example:Aspect - Radioactive materialImpact – Transportation and storage issues;
Environmental contamination
Not just regulated issues!
Ranking (4.3.1)
The organization shall establish and maintain procedures to identify its environmental aspects in order to determine those which can have a significant impact on the environment.
Rank aspects and impacts in order to assess their significance
Company-specific
Ranking/Significance ScoringConsider:Environmental Concerns
Regulatory/legal exposure; health/env. risks; conservation
Business Concerns:Effect on the public image; community concernsCost savings; cost recovery period; equipment/facility
Other issues:Scale, duration, and zone of impactProbability of occurrence - frequent, likely, possible,
rarely, unlikelySeverity of impact - catastrophic, severe, moderate,
minor
Example Significance MatrixActivity, Product, Service
Aspect Impact Legal Liability
Public Concern
Frequency Severity OSR Significance(OSR>2.5)
Dissolve MineralOre
Water use
Resource depletion
1 3 2 1 1.75 No
Natural GasUse
Resource depletion
1 1 2 2 1.50 No
Natural GasUse
Air pollution (Nox)
1 2 2 1 1.50 No
Use of Strong Acids
Spills to land or water
3 2 3 3 2.75 Yes
Legal and Other Environmental Requirements (4.3.2)
Setting legal framework for the EMShave a procedure to identify and access the legal
requirements: state, federal, local
have a documented system for keeping up-to-datecommunicate to the right people
Industry-specific requirements CMA Responsible Care Int’l.Chamber of Commerce (ICC) Charter
Other voluntary requirements EPA ClimateWise, WasteWise, 33/50 Program Green Seal
Planning (4.3)
Establishobj./target
Review policy
Determine significant impacts
Determine legal/other rqmts.
Objectives &Targets (4.3.3)The organization shall establish and maintain
documented environmental objectives and targets.
Can include commitment to:reduce waste reduce or eliminate release of pollutantdesign product to minimize environmental
impact in production, use, and disposal.
Be realistic. Keep objectives simple, flexible, and measurable.
OBJECTIVES & TARGETSReduce generation of hazardous wasteImprove indoor air quality by reducing
solvent odorsPrevent spills Reduce electrical use
Reduce spent solvent by 80% by 01/2002Reduce emissions by 90% by 05/2002
Max. of 2 /yr. by 2003Reduce electricity use by 10% by 08/2002
Planning
Establishobj./target
Review policy
Determine significant impacts
Determine legal/other rqmts.
Develop Env. Mgmt. program
Env. Mgmt. ProgramPlan: Switch to aqueous cleaning process Action- Substitute water based cleaning process
for vapor degreasing processResponsibilities - Process EngineeringSchedule -
Bench top trials - 2 months (date)Full scale pilot - 3 months (date)Implementation period - 1 month (date)
Resources needed - 1 FTE for 4 months - Est. Budget $12,000
EMS ModelPolicy
Planning
Implementation
CheckingCorrective Action
ManagementReview
Implementation (4.4) Structure/responsibility (4.4.1)
Training, awareness, & competence (4.4.2)
Communication (internal/external) (4.4.3)
Env. Mgmt. System Documentation (4.4.4)
Document control (4.4.5)
Operational control (4.4.6)
Emergency preparedness and response (4.4.7)
Sections overlap: For example, 4.4.2 and 4.4.6 require that employees have info. on EMS as well as knowledge of environmental impacts from operations and activities
(4.4.2) Training: Ex. Training Matrix
Document Title Document # Rev
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Awareness Training N/A N/A 5/9/00 5/9/00 8/11/00 8/29/00 NR 5/9/00 5/12/00 9/11/00 5/12/00 5/12/00 5/9/00 5/11/00
Environment Management System Manual EMS-0100.000 0 NR 2/14/00 NR 3/8/00
EMS Review Procedure EMS-0100.001 08/30/00 2/14/00 NR 4/10/00 5/8/00 3/8/00
Document Control Procedure EMS-0100.002 0 2/14/00 NR 4/10/00 5/8/00 3/8/00
Aspects and Impacts Procedure EMS-0100.003 0 5/15/00 2/14/00 NR 5/10/00 5/8/00 3/8/00
Corrective/Preventative Action Report Procedure
EMS-0100.004 25/9/00 5/9/00 8/30/00 8/29/00 NR 5/9/00 8/28/00 9/11/00 8/30/00 8/30/00 5/9/00 5/9/00
Training Procedure EMS-0100.005 1 12/18/00 NR 4/10/00 12/18/00 12/18/00
Roles and Responsibilities Listing EMS-0100.006 0 8/30/00 2/14/00 8/30/00 8/29/00 NR 4/10/00 1/27/00 5/8/00 3/8/00
Objective and Targets - Improvement Plan Summary
EMS-0100.007 1 NR 8/29/00 NR
External Communications Procedure EMS-0100.008 1 6/28/00 6/28/00 8/11/00 8/29/00 NR 6/28/00 6/29/00 9/11/00 8/30/00 8/30/00 8/4/00 6/28/00
Environmental Management System Audit EMS-0100.011 0 NR 5/8/00
Sewer Overflow / Reporting Procedure (Press Release);Media List; Distribution list; Emergency Phone list
EMS-0100.012 3NR 9/1/00 NR 9/1/00
Monitoring and Measuring Procedure EMS-0100.013 0 NR NRLegal and Other Requirements EMS-0101.001 1 NR
EMS Management Procedures
Document Title Document # Revision Retain Frequency Controlled Copy Locations
Environment Management System Manual
EMS-0100.000 0 As Needed
As Needed w U: Drive 1. Long Creek Operations 2. Crowders Conf. Room 3. PW Director’s Office 4. Pretreatment Office 5. Superintendent's Office
EMS Review Procedure EMS-0100.001 0 As Needed
As Needed w U: Drive 1. Long Creek Operations 2. Crowders Conf. Room 3. PW Director’s Office 4. Pretreatment Office 5. Superintendent's Office
Document Control Procedure EMS-0100.002 0 As Needed
As Needed w U: Drive 1. Long Creek Operations 2. Crowders Conf. Room 3. PW Director’s Office 4. Pretreatment Office 5. Superintendent's Office
ENVIRONMENTAL MANAGEMENT SYSTEM DOCUMENTS
Procedures for Environmental Management System
(4.4.5) Document Control – Ex. Matrix
Checking/Corrective Action (4.5)
Monitoring andMeasuring (4.5.1)
Records (4.5.3)
Non-conformance andCorrective/Preventive Action
(4.5.2)EMS Auditing (4.5.4)
(4.5.1) Monitoring and Measuring
The organization shall establish and maintain documented procedures to monitor and measure ... the key characteristics of its operations that can have a significant impact on the environment.
Track how well the system is workingMeasure the key characteristics of those
activities that can have significant impactsAnalyze the root causes of problems
(4.5.2) Non Conformance and Corrective and Preventive Action
Develop procedure for investigating, correcting, and preventing system deficiencies
Set up process for assigning responsibilities for and tracking completion of corrective action
Set up process to revise EMS procedures based on corrective actions
(4.5.3) Records
The organization shall establish and maintain procedures for the identification, maintenance and disposition of environmental records
Include - training records, audits, management reviews
(4.5.4) EMS Auditing
Develop internal EMS audit programAre all EMS requirements met?
(Are we meeting the standard?)Is the system working?
(Are we doing what we said we would?)
Determine audit frequency and procedures; train auditors; keep records of audits, findings, and follow up actions
EMS Model (Plan-Do-Check-Act)Policy
Planning
Implementation
CheckingCorrective Action
ManagementReview
(4.6) Management Review
Reviews EMS to ensure its continuing suitability, adequacy and effectiveness
Reviews process to ensure necessary information is collected for evaluation
Review must be documentedConsider changes to:
policyobjectivesother EMS elements
Thoughts on Going for ISO 14001 Attend an overview class (need a champion,
know what’s coming)Start with gap analysis or “road map”6-18 months to design and fully implementWork in teams or task groupsStaff resourcesIncorporate Health and Safety?Level of Involvement of Suppliers/ContractorsTraining (internal/lead auditor, overview)Using an accredited trainer/registrar
The ISO Survey
The ISO Survey (cont.)
Benefits of ISO 9001 and ISO 14001
International, expert consensus on state-of-the-art practices for quality and environmental management.
Common language for dealing with customers and suppliers worldwide in B2B.
Increase efficiency and effectiveness.Model for continual improvement.
Benefits of ISO 9001 and ISO 14001 (cont.)
Model for satisfying customers and other stakeholders.
Build quality into products and services from design onwards.
Address environmental concerns of customers and public, and comply with government regulations.
Integrate with global economy.
Benefits of ISO 9001 and ISO 14001 (cont.)
Sustainable businessUnifying base for industry sectorsQualify suppliers for global supply
chainsTechnical support for regulations
Benefits of ISO 9001 and ISO 14001 (cont.)
Transfer of good practice to developing countries
Tools for new economic playersRegional integrationFacilitate rise of services