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Welcome to the Whittington &
Associates e-Newsletter!
This e-Newsletter is in HTML format and may not be
displayed properly by some email programs. Please click on our web site
address above to see the e-Newsletter with its proper formatting.
The 2003 Baldrige Criteria for Performance Excellence
has placed extra emphasis on ethical activities. Don Evans, US Commerce
Secretary, says "For America to have a sound economy, we need sound businesses
with ethical, responsible leaders."
According to Hank Gryn, DaimlerChrysler's representative to the International Automotive Task Force (IATF), car companies representing 80% of all vehicle sales will migrate their suppliers from QS-9000:1998 to ISO/TS 16949:2002 by 12/15/06. DaimlerChrysler, Renault, and PeugeotCitreon have set an earlier date of 7/1/04 for suppliers to move from QS-9000:1998 to ISO/TS 16949:2002. All ISO/TS 16949:1999 organizations must complete the transition by 12/15/04. Go to <http://www.iaob.org> to see the DaimlerChrysler, Ford, and General Motors customer-specific requirements for ISO/TS 16949:2002.
In an earlier newsletter, I identified twelve ISO 9001:2000 clauses as the toughest requirements to understand and meet with conforming practices. Clauses 4.1, 5.1, 5.4.1, 5.4.2, 6.2.2, 6.3, 7.3.1, 7.5.2, and 8.2.1 have been addressed in past newsletters. This article picks up with clause 8.4, Analysis of Data. ISO 9001:2000, clause 8.4 : The organization shall determine, collect, and analyze appropriate data to demonstrate the suitability and effectiveness of the quality management system and to evaluate where continual improvement of the effectiveness of the quality management system can be made. This shall include data generated as a result of monitoring and measurement and from other relevant sources. The analysis of data shall provide information relating to: a) customer satisfaction (see 8.2.1) b) conformity to product requirements c) characteristics and trends of processes and products including opportunities for preventive action, and d) suppliers The importance of this requirement is highlighted by "data analysis" being one of the eight quality management principles:
Data collection is meaningless unless it is analyzed and used for decisions and actions. If you want to improve your processes and products, analyzing data is essential. Organizations are expected to determine, collect, and analyze data from various sources. By evaluating performance against plans and objectives, management can identify areas needing improvement. Management relies on factual information to make well-informed decisions. The results of the data analysis can be used, along with experience and intuition, to guide management actions. Analyzing the data may identify the root cause of the detected or potential problem, and help select the appropriate corrective or preventive action. Data from all parts of the organization should be evaluated to improve system performance. This information can determine:
ISO 9001:2000 identifies four specific areas for analysis. a) customer satisfaction b) conformity to product requirements c) characteristics and trends of processes and products including opportunities for preventive action, and d) suppliers The specific information gathered for these areas may vary based on the size of the organization and its type of product. For customer satisfaction, the data may come from market surveys, focus groups, trip reports, customer questionnaires, product survey cards, post-transaction interviews, service reports, warranty reports, competitor benchmarks, advisory groups, trade associations, consumer organizations, as well as, complaints, returns, and other forms of customer feedback. See the article on customer satisfaction in our May 2003 newsletter. Data from inspection and test results, design changes, service reports, and warranty returns may be used to analyze conformity to product requirements. Process and product measurements can be studied to determine trends. Information about manufacturing capability, types of defects, order entry error rates, and statistical process control can signal opportunities for preventive action. Supplier performance data can be analyzed to identify outstanding suppliers and poor suppliers. Your quality policy must include a commitment to meet requirements and continually improve the effectiveness of your quality management system. Only through the analysis of data will an organization know if its quality policy is successful. How well the data analysis is being performed will ultimately be judged by continual improvement and higher levels of customer satisfaction. Free, updated guidelines providing organizations with "good practice" for publicizing their certification to the ISO 9001 and ISO 14001 standards are now available. The new edition has been revised to take into account ISO 9001:2000. You can view the document online, or download the Word file, at: <http://www.iso.org/iso/en/iso9000-14000/publicizing/index.html>. The introduction to the new edition of Publicizing your ISO 9001 or ISO 14001 certification says, "By using ISO's guidelines, you will avoid the pitfalls of false, misleading, or confusing statements in your communications about ISO 9001 or ISO 14001 certification and thus avoid harming the credibility of your organization. If you follow the guidelines, you will be demonstrating the same rigor in your communications about certification as you have done in implementing your ISO 9001 quality management system or ISO 14001 environmental management system." The guidelines are intended to help organizations apply good practice when publicizing, communicating, and promoting their certification to staff, customers, business partners, and the general public. These guidelines should prove useful in preparing promotional material such as press releases, advertisements, marketing brochures, videos, staff announcements, logos, and slogans for diverse media ranging from print and broadcasting, to Internet and multi-media applications, to signs, banners, and vehicle fleets.
If you want to see if a company is
registered to ISO 9001, or want to identify all registered companies in
a specific city or state, see this web site:
To enroll in these public classes, go to Class Schedule at our web site, or call us at 800-404-7585. The classes taught by Larry Whittington are highlighted. ISO 9001:2000 Lead Auditor (ANSI/RAB-NAP
Accredited) - BSI Management Systems
ISO 9001:2000 Internal Auditor (ANSI/RAB-NAP Accredited) - BSI Management Systems
ISO 9001:2000 Auditor Transition (RAB-Approved)
- Course developed by Larry Whittington
Implementing ISO 9001:2000 (for New Systems)
- Course developed by Larry Whittington
Understanding ISO 9001:2000
Understanding ISO 9001:2000 Requirements (Atlanta
Only - $295) - Course developed by Larry
Whittington
ISO 9001:2000 Conversion (for Existing Systems)
- Course developed by Larry Whittington
Quality System Documentation (Revised for ISO
9001:2000) - Course developed by Larry Whittington
The above public courses can be offered on-site at
your facility. In addition, we offer:
To arrange an economical on-site class, please call us at 800-404-7585.
© 2000-2002 Whittington & Associates, LLC. All rights reserved. You may copy this e-Newsletter provided you copy it completely, do not change it, and include this copyright notice. |
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