ITIL : This International Standard is applicable to the following a Organizations….

ITILITIL : This International Standard is applicable to the following a Organizations….

Overview The ISO 9000 standard was developed to assist organizations, of all types and sizes, to implement and operate effective quality management systems.

ISO 9000 describes fundamentals of quality management systems and specifies the terminology for quality management systems.

Quality Management System (QMS) Principles To lead and operate an organization successfully, it is necessary to direct and control it in a systematic and transparent manner.

There are 8 quality management principles that can be used by top management in order to lead the organization towards improved performance: • • • • • • • • Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships These 8 principles form the basis for the quality management system standards within the ISO9000 Standards.

Scope The International Standard describes fundamentals of quality management systems, which form the subject of the ISO 9000 family, and defines related terms.

This International Standard is applicable to the following: a) Organizations seeking advantage through the implementation of a quality management system; b) Organizations seeking confidence from their suppliers that their product requirements will be satisfied; c) Users of the products; ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the United Kingdom.

ISO 20000 Introduction Toolkit d) Those concerned with a mutual understanding of the terminology used in quality management (e.g.

suppliers, customers, regulators); e) Those internal or external to the organization who give advice or training on the quality management system appropriate to that organization; f) Developers of related standards.

Rationale for QMS Quality management systems (QMS) can assist organizations in enhancing customer satisfaction Customers require products with characteristics that satisfy their needs and expectations.

These needs and expectations are expressed in product specifications and collectively referred to as customer requirements.

Customer requirements may be specified contractually by the customer of may be determined by the organization itself.

In either case, the customer ultimately determines the acceptability of the product.

Because customer needs and expectations are changing, and because of competitive pressures and technical advances, organizations are driven to improve continually their products and processes.

The quality management system approach encourages organizations to analyze customer requirements, define the processes that contribute to the achievement of a product which is acceptable to the customer, and keep these processes under control.

A quality management system can provide the framework for continual improvement to increase the probability of enhancing customer satisfaction and the satisfaction of other interested parties.

It provides confidence to the organization and its customers that it is able to provide products that consistently fulfill requirements.

Requirements for QMS The ISO 9000 Standards distinguishes between requirements for quality management systems and requirements for products.

Requirements for products can be specified by customers or by the organization in anticipation of customer requirements, or by regulation.

The requirements for products and in some cases associated processes can be contained in, for example, technical specifications, product standards, process standards, contractual agreements and regulatory requirements.

ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the United Kingdom.

ISO 20000 Introduction Toolkit QMS Approach An approach to development and implementing a quality management system consists of several steps.

These steps include: a) Determining the needs and expectations of customers and other interested parties; b) Establishing the quality policy and quality objectives of the organization; c) Determining the processes and responsibilities necessary to attain the quality objectives; d) Determining and providing the resources necessary to attain the quality objectives; e) Establishing methods to measure the effectiveness and efficiency of each process; f) Applying these measures to determine the effectiveness and efficiency of each process; g) Determining means of preventing nonconformities and eliminating their causes; h) Establishing and applying a process for continual improvement of the quality management system.

Such an approach is also applicable to maintaining and improving an existing quality management system.

An organization that adopts the above approach creates confidence in the capability of its processes and the quality of its products, and provides a basis for continual improvement.

This can lead to increased satisfaction of customers and to the success of the organization.

Relationship between QMS and Excellence Models The approaches of quality management systems given in the ISO 9000 standards and in organizational excellence models are based on common principles.

Both approaches: a) b) c) d) Enable an organization to identify its strengths and weaknesses, Contain provision for evaluation against generic models, Provide a basis for continual improvement, Contain provision for external recognition.

ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the United Kingdom.

ISO 20000 Introduction Toolkit The difference between the approaches of the quality management systems in the ISO9000 standards and the excellence models lies in their scope of application.

The ISO 9000 standards provide requirements for quality management systems and guidance for performance improvement; evaluation of quality management systems determines fulfillment of those requirements.

The excellence models contain criteria that enable comparative evaluation of organizational performance and this is applicable to all activities and all interested parties of an organization.

Assessment criteria in excellence models provide a basis for an organization to compare its performance with the performance of other organizations.

ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the United Kingdom.

Read more about ITIL:

Accredited ITIL Foundation, Intermediate and Expert Certifications

Accredited ITIL Foundation, Intermediate and Expert Certifications, Learn more about ITIL HERE:

ITIL and Accredited ITIL Foundation, Intermediate and Expert Certifications
ITIL - Accredited ITIL Foundation, Intermediate and Expert Certifications
ITIL and Accredited ITIL Foundation, Intermediate and Expert Certifications
ITIL - Accredited ITIL Foundation, Intermediate and Expert Certifications

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