Developing and Implementing an ISO 9001 Quality Management System for the Service Industry

OUTLINE (Return to Main)

1. Introduction
1. Objectives
2. Service industry attributes
2. Defining a quality system
1. Prevention
2. Implementation
3. Effectiveness
4. ISO 9001:2000
5. ISO 19011
3. Hierarchy of documentation
1. Policy and quality manual
2. Process sequence and interaction
3. Operating procedure
4. Work instructions
5. Quality records
6. Quality plan
4. Understanding ISO 9001
1. Language
2. In-depth review of processes
3. Important points
4. Mandated procedures
5. Work instructions and records
5. Complete review of standard
1. Exercises to ensure understanding of concepts
6. Developing documentation
1. Quality manual
2. Exercise — Process maps and quality manual
3. Components of a good procedure
4. Exercise — flow chart processes; develop procedures
5. Creating work instructions
7. Implementing the quality system
1. Team approach
2. 15 steps
8. Internal audit program management
1. Styles of audits
2. Audit matrix
3. Audit schedule
4. Value of auditing processes
5. Importance of achieving quality objectives
6. Effectiveness of system
9. Case study
1. Audit preparation
2. Develop audit matrix
3. Define audit path
4. Develop checklist

Percentage of time spent on Main Topics

Course Content/Main Topics	% Of Time Spent on Topic
Introduction	5%
Defining QMS	5%
Hierarchy of documents	5%
Understanding ISO 9001	30%
Develop documentation	25%
Implement QMS	7%
Audit program management	18%
Audit case study	5%

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