This course is not currently offered by Global Knowledge. Information here is provided for reference only.

In this course, you'll get a brief history of the International Organization for Standardization (ISO) and you'll examine the three standards that comprise the ISO 9000 family: ISO 9000:2000, ISO 9001:2000, and ISO 9004:2000. You'll also expore the four major clauses: Management Responsibility, Resource Management, Product Realization, and Measurement, Analysis, and Improvement.

Because the ISO 9000 family of international standards has been drastically revised, certified organizations must plan to comply with these changes within the specified time frame or face losing their certification.

What You'll Learn

• How universal quality fundamentals function within an organization
• Components of the PDCA
• The Documentation Pyramid
• Quality expectations that management must communicate to all employees within an organization
• How to assist top management in guiding their organization's quality system toward continual success
• Types of resources that support an organization's quality infrastructure
• Determine if your customer service program satisfies the ISO criteria
• Building a Robust Quality Management System
• Develop an internal audit plan
• Practical strategies to gain management and team commitment to the ISO certification process
• ISO gap analysis
• New requirements in ISO 9001:2000
• Main areas in which organizations frequently underestimated their ISO certification preparation efforts

Who Needs to Attend

Managers and quality assurance stakeholders desiring an introduction or an update to the ISO 9000:2000 family of standards; Those responsible for planning, designing, documenting, or verifying that customer requirements for products and services are met; Those who must fulfill the new requirements of the ISO 9000:2000 standard.

Prerequisites

There are no prerequisites for this course.

Follow-On Courses

There are no follow-ons for this course.

Course Outline

1. The Who, What, and Why of ISO 9000:2000

• ISO Mission and Family of Standards
  • Benefits of adopting an international standard by becoming ISO 9001:2000 certified
  • Mission of ISO in facilitating internationally recognized standards
  • Select the ISO standard that best corresponds to examples of specific industry or business management needs
• The ISO 9000:2000 Family
  • Value of using all three ISO 9000 standards to build a successful quality management system
  • How ISO 9000:2000 supports the actual ISO 9001:2000 requirements
  • Major components of the ISO/DIS 9001:2000 standard
  • Purpose of ISO/DIS 9004:2000
• Universal Quality Fundamentals
  • Benefits of implementing universal quality fundamentals within an organization
  • Why ISO defines the quality terminology used throughout the ISO 9000:2000 family of standards
  • Eight quality management principles implemented in business scenarios
  • Four components of the PDCA cycle and their corresponding business activities
  • Sequence four quality activities to align with the four steps of the PDCA cycle

2. Building a Quality Management System

• ISO's Quality Management System Model
  • Benefits of establishing a quality management system following the ISO Quality Management System (QMS) model
  • Components of the ISO 9001:2000 QMS model
  • Sequence of the components of the QMS model
  • How the quality processes of an organization correspond to the four QMS model components representing the ISO 9001:2000 requirements
  • How the process illustrated by the QMS model leads to continual improvement and customer satisfaction
• Your Journey Toward ISO 9001:2000 Certification
  • Importance of every employee's contribution to implementing a quality management system according to the ISO 9001:2000 requirements
  • Methods for obtaining the knowledge and proficiencies needed for ISO 9001:2000 certification
  • Steps required to conduct a gap analysis as a means of planning for ISO 9001:2000 certification
  • Criteria to consider when selecting an ISO registrar that best suits the organization
  • Quality activities within an organization that demonstrate the ISO motto "say what you do, do what you say, prove it, and improve it."
• The Documentation Pyramid
  • Benefits of using the Documentation Pyramid model as a framework for building a successful documentation system
  • Select an example of level-one documentation from a list of examples using the four-tiered Documentation Pyramid model
  • Select an example of level-two documentation from a list of examples using the four-tiered Documentation Pyramid model
  • Select an example of level-three documentation from a list of examples using the four-tiered Documentation Pyramid model
  • Select an example of level-four documentation from a list of examples using the four-tiered Documentation Pyramid model

3. Quality-Minded Management

• Management's Responsibilities
  • How management's leadership is vital to the success of an organization's quality management system
  • Match examples of management activities with the four ISO requirements for management commitment
  • Management responsibilities required to achieve customer focus
  • Quality expectations that management must communicate to all employees within an organization
• Quality Policy Development and Planning
  • Benefits of management's participation in quality policy planning and development
  • Analyze the quality policy and related documents of a hypothetical organization to determine compliance with the ISO 9001:2000 standard for quality policies
  • Analyze the quality objectives of a hypothetical organization to determine compliance with the ISO 9001:2000 standard for quality objectives
  • Analyze the quality plan of a hypothetical organization to ensure compliance with the ISO 9001:2000 standard for quality planning
• Administration of the Quality Management System
  • Benefits of using the ISO standards to assist top management in guiding their organization's quality system toward continual success
  • Examples of activities required of a management representative in administering an organization's quality management system
  • ISO 9001:2000 requirements for establishing a quality manual
  • ISO 9001:2000 requirements for controlling documentation required for the organization's quality management system
  • Requirements for the control of quality records
• Management Review
  • How the organization benefits when top management regularly reviews the status of their organization's quality management system
  • Examples of the strategies management must use to review an organization's quality management system
  • Examples of management strategies for reviewing inputs to continually improve the quality management system of an organization
  • Examples of management strategies, based upon the outputs of the management review, to continually improve the quality management system of an organization

4. Customer Satisfaction Through Resource Management

• Providing Quality Resources
  • Benefits of planning for success through efficient resource management
  • Examples of the quality resources needed in four organizational areas to promote customer satisfaction
  • Analyze an organization's planning strategies to determine whether additional action is required to meet the ISO requirements for providing resources.
• Human Resources in the Realm of Quality
  • Benefits of empowering employees to meet the quality goals of an organization
  • Examples of the four criteria used to determine competency
  • Steps of a gap analysis designed to identify quality-related training needs
  • Analyze the effectiveness of a company's ISO peer-to-peer training plan, given a case study
  • Evaluate the effectiveness of a training event, given a case study.
• Meeting Infrastructure Requirements
  • Benefits of determining, providing, and maintaining the infrastructure necessary to support a quality management system
  • Examples of the types of resources that support an organization's quality infrastructure
  • Process equipment that supports an organization's quality infrastructure

5. Processes for Quality Products and Services

• Planning for Quality Products and Services
  • Benefits of planning for quality products and services as required by ISO 9001:2000
  • Match excerpts of a hypothetical quality plan to the ISO requirements for product realization that each satisfies
  • Apply the appropriate ISO criteria for reviewing customer requirements in a commercial transaction
  • Determine whether an organization's customer service program satisfies the ISO criteria for successful customer communication
• Product Design and Development
  • Benefits of an ISO-based product design and development process
  • Match excerpts of a hypothetical design plan to the ISO requirements for planning product designs that each addresses
  • Determine whether an organization's design plan for a hypothetical product meets the ISO criteria for defining the design process
  • Apply the ISO criteria to ensure production readiness in a research and development environment
  • Steps ISO requires for evaluating the production processes of an organization in a given scenario
• Purchasing for Quality Products and Services
  • Benefits of following the ISO requirements for purchasing for quality products and services
  • Match the purchasing activities of a hypothetical organization to the ISO requirements for purchasing processes that each satisfies
  • Determine whether a hypothetical organization's supplier selection process meets the requirements established by the ISO 9001:2000 standard for establishing quality suppliers
• Providing Quality Production and Service
  • Benefits of providing quality production and service
  • Determine whether an organization's process control plan satisfies the ISO requirements for process control in a given scenario
  • Steps ISO requires for validating product and service processes
  • Match the identification, tracking, and handling procedures of an organization with the ISO requirement that each satisfies

6. Continual Quality Improvement

• Building a Robust Quality Management System
  • Benefits of ISO requiring organizations to address their measurement and monitoring activities more thoroughly
  • Associate the quality activities of an organization with the three general requirements of Clause 8
  • Steps an organization would take to conduct a self-assessment of its quality management system
  • Apply guidelines to effectively develop an internal audit plan that complies with ISO 9001:2000 requirements for an organization in a given scenario
• Monitoring and Measurement
  • Benefits of incorporating sound measurement and monitoring methods within your organization's quality system
  • Correctly sequence the quality activities of an organization according to the ISO 9001:2000 criteria for monitoring and measurement processes
  • Associate the quality activities of an organization with the three ISO requirements for monitoring and measurement of product
  • Apply ISO requirements for measuring customer satisfaction to improve internal processes and maintain a positive relationship with customers
• Continual Improvement
  • Benefits of thoroughly analyzing data generated from your organization's measuring and monitoring activities
  • Aspects of a quality management system that ISO requires an organization to show proof of using in its improvement efforts
  • Use quality activities to effectively apply steps for controlling nonconforming products in a given scenario
  • Associate the activities of an organization with the ISO 9001:2000 requirements for preventive action
  • Evaluate an organization's corrective action procedure to predict its effectiveness in dealing with nonconforming products and services

7. Steps for Successful ISO Registration

• Planning for ISO 9001:2000 Implementation
  • Benefits of thorough planning for ISO certification
  • Practical strategies that can be implemented to gain management commitment to the ISO-certification process
  • Evaluate the team-building activities of an organization to determine whether they effectively support the ISO-implementation process
  • Steps required to conduct an ISO gap analysis
• Implementing an ISO 9001:2000-Compliant System
  • Benefits of implementing an ISO 9001-compliant quality system
  • Steps needed to develop an ISO-compliant documentation system
  • Recommend improvements based upon an analysis of a company's ISO implementation training plan
  • Match effective questions to ask when selecting an ISO registrar to the important considerations each addresses
• Obtaining and Maintaining ISO 9001:2000 Certification
  • Benefits of thorough preparation for audits when obtaining and maintaining ISO certification
  • Quality outcomes of an effective internal program
  • Match the activities of an organization with the requirements for a successful corrective action program
  • Apply effective strategies for promoting a successful final audit in a given scenario
  • Evaluate an organization's activities to predict its effectiveness in maintaining ISO 9001:2000 certification

8. Transitioning from ISO 9000:1994 to ISO 9001:2000

• What's New and Different in ISO 9001:2000
  • Benefits of incorporating the new ISO standard into your organization's quality management system
  • Changes in format from ISO 9000:1994 to ISO 9001:2000
  • Changes to the ISO 9001:2000 standard that relate to permissible exclusions
  • Reasons why the QMS model provides a complete and on-going process toward managing quality
  • Examples representing the criteria organizations must now use when examining their current quality system's effectiveness
• New Requirements in ISO 9001:2000
  • Benefits of new requirements within ISO 9001:2000
  • Examples of management activities and the requirements for management commitment
  • Determine if customer focus requirements have been satisfied in a given scenario
  • Identify the uses of ISO requirements as quality tools
  • Evaluate quality objectives for compliance to the ISO 9001:2000 standard in a given scenario
• Moving From ISO 9000:1994 to 9001:2000
  • Benefits of the PDCA cycle in achieving ISO 9001:2000 certification
  • Quality activities to align with the four-step process of the PDCA cycle
  • Given ISO certification preparation activities, evaluate the effective use of the PDCA cycle
  • Main areas in which organizations frequently underestimated their ISO certification preparation efforts