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for a Presentation on


ISO 9001: 2015
It is an approach for continually

improving the quality & efficiency of goods

and services, delivered through participation

at all levels and functions of the organisation.

Creating the right attitudes & controls to
make prevention of defects possible

Optimizing customer satisfaction by

increased efficiency and effectiveness

A quest for excellence

ISO (the International Organization for Standardization) is
a worldwide federation of national standards bodies
(ISO member bodies). The work of preparing
International Standards is normally carried out through
technical committees. Each member body interested in a
subject for which a technical committee has been
established has the right to be represented on that
committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in
the work.
It is the totality of features and
characteristics of a product or service
that bear upon its ability to satisfy
stated or implied needs.
Consistently meeting or exceeding
customer needs

Conformance of Services to Customer

Reliability. Delivery of promised level of service every time,
dependably and accurately

Responsiveness. Prompt delivery of service.

Assurance. Knowledgeable and courteous staff, able to convey

trust and confidence

Empathy. Provide caring and individualized attention.

Tangibility. Physical evidence associated with the service facility

- to be clean and with staff well groomed.
Thorough understanding of service requirements.
Clear and prompt communication to the customers.
Quick processing of requirements.
Prompt deliveries, as per commitment.
Providing complete information to customers.
Technical competency of staff.
Reliable equipment support.
Pleasant office environment, with courteous and responsive staff.
Conducting the business in a socially responsible manner &
complying with all laws of the state.
Making the Service ACCESSIBLE.
1. Availability.

Distance, time 24/7, maximum presence even thru

competent agents, help lines, emergency contact numbers

2. Affordability.

Price of services, spares, towing charges etc.

3. Acceptability.

Quality of products and services, responsiveness,

hospitality & comfort, communication, opportunity to
participate in the process etc.
1. Creating an Organization structure that will be functional and flexible for
2. International acceptance. This certificate provides a recognizable
International accreditation, practicable in approach and methodology.
3. Consistency in the quality of the service will be achieved over a period of
4. Benchmarking of the required Quality of Service levels. In the absence of
any other Internationally accepted industry standards, the ISO Standards will
assist in identifying and setting up an achievable set of Quality of Service
levels, for each function.
5. Awareness of the requirement of achieving high quality standards will get
spread right throughout the Organisation.
6. An Environment Management System can be set up on this basic
framework, resulting in more hygienic working conditions, which are
cleaner and safer.
Reduction in operating costs.
Quality Costs will comprise nearly 35-40% of your total processing
costs today. Even a small percentage reduction in the following costs
will result in tremendous savings to you.
a. Processing, procurement costs and storage costs, by better vendor
evaluation / selection methods, standardisation of requirements, lesser
receiving inspection, follow up costs and rejections.
b. Employee costs, by conducting training / awareness programs,
improving motivation and output levels and reducing employee turnover.
c. Equipment costs, by better utilisation and maintenance practices, like
identification of critical equipment, setting up preventive maintenance
schedules and creating a history register of all the equipment.
d. Customer complaints. A systematic approach and a trained, responsive
and aware staff will reduce customer complaints to a minimum.
Identification, evaluation and definitions of customer need will
accomplish this. Also, prompt action on feed back received through
customer survey forms etc.
Marketing Benefits

By addressing customer complaints promptly and developing new

products / services, also modifying existing ones based on customer

The ISO 9001 is an Internationally accepted Certification for

Quality and thus a powerful branding tool, accepted all over the

Will help all your offices and staff to be more aware of customer
needs and develop services specific to their requirements, based on
analysis of feed back .

A more responsive staff, better ambience and dcor and improved

signage at all your Offices, leading to customer delight.
Technically competent, courteous and responsive staff.
Strict adherence to delivery schedules.
Prompt redressal of customer complaints
Quick processing of requirements.
Ensuring safety and security of consignments.
Adopting latest technology in communication, tracking, etc.
Conducting the business in a socially responsible manner.
Complying with all national and international laws.
Reliable equipment support.
Is a Management System Standard, not a Product Standard
Is applicable to all types of Organisations

Streamlines the System

Is practical and can be easily understood by all

Raises the Quality Image of the Organisation

Is an Internationally accepted Quality Standard

Provides Direction and Management of Change

Is voluntary and market driven

Phase-wise approach to Project, with Identified milestones
Vast experience in the Sector.
Intensive Handheld Consulting Methodology
Process wise Approach to System Study
Multiple Industry exposure, in Engineering Manufacturing, Healthcare,
Hospitality, Education, IT/ITES, Services & Equipment Maintenance Services
Multi skilled Consulting team with exposure to multiple quality platforms
Close Interaction with MR & Process Owners
Project Objective : A Benchmarked QMS
Project Goal : Timely & Successful Certification
Periodic Project Reviews
Transparent and ethical practices
Complete transfer of knowledge to Client by end of assignment.

Phased payments based on deliverables

Main phases
1. Initial Assessment, Gap Analysis

2. Quality Awareness Training

3. Documentation & Implementation

4. Audit
Initial Assessment & Gap Analysis :

Consultant will conduct a Systems Study through the entire

Will meet and interact directly with the heads of departments,
administrative heads and key staff, from operations etc.
Aimed at understanding existing practices and comparing them
with requirements of good management practices and the

1. Gap Analysis Report, covering all areas.
2. Action Plan for the entire assignment.
3. Drafts of essentially required new documents.
Phase II Awareness Training on

ISO 9001:2015 Quality Management System.

Interpretation of these Standards, to each type
of activity at the Organisation.
Effective Documentation.

1. Awareness for all staff.
2. Participants feedback on programs.

Duration : day to 1 day per program

This phase may overlap with other phases

Phase III Documentation & Implementation

For the new Quality System of your Organisation.

Existing records and other documents are minimally modified, as
needed to meet the specific requirements of the ISO.
Implementation process of the new systems during this Phase itself.
Based on the reports received from first level implementation we will
prepare drafts of the procedures covering all the relevant areas.
Finalise Quality Policy, Objectives, Organisational Structure, Duties and
Responsibilities of Process Heads.
Monitor Implementation.

1. Forms and Records for the new QMS.
2. Work Instructions.
3. Drafts of the Quality System Procedures
Phase IV - Audit
Internal Auditors Training & Conduct of Internal Audits :

Train Internal Quality Auditor team to examine whether the designed

system is adequate to satisfy the needs of the Standards and your
Organisational Objectives.

IQA team will conduct 2 Audits, assisted by our Consultants to ascertain the
compliance level in all areas.

Finalisation of Quality Procedures Manual. Issue of Draft Apex Manual.

IQA Training, conduct of IQA Test, qualification and issuing of
Certificates to the qualified Internal Auditors.
Guide the team through 2 rounds of Internal Compliance Audit and help
in addressing the non-conformities and advice corrective actions.
Recommend for final Certification by any External Agency of your choice.
Actions from Management for Project

Exhibit top management commitment to the ISO Implementation.

Appoint suitable person as Management Representative /

Have a Management Committee for monitoring the project on a

monthly basis.

Identify Process in-charges and form a Task Force

Interact regularly with Consultants on various milestones

Creating Awareness among staff, with proper communication

Set up overall and internal targets

Ensure full support of the management for the project