84 Ways To Go Beyond ISO Rick Hill 13 October 2017

Transcription

1 84 Ways To Go Beyond ISO 9001 Rick Hill 13 October 2017

2 ISO 9001 is a great QMS standard but All the requirements of this International Standard are generic and are intended to be applicable to any organization, regardless of its type or size, or the products and services it provides. Approved by consensus of 162 national standards bodies, each of which gets one vote Now, consider TL

3 What is TL 9000? A QMS standard built on top of ISO 9001 Enhanced to meet the supply chain quality needs of the ICT (Information & Communication Technology) sector Developed in 1998 and maintained by the QuEST Forum, a partnership of ICT service providers and suppliers Quality Excellence for Suppliers of Telecommunications 3

4 TL 9000 s requirements ISO 9001 is incorporated in its entirety Additional requirements ( adders ) and notes follow related ISO 9001 clauses Some adders are common ( C ) and apply to all scopes Some apply only to hardware ( H ), software ( S ) and/or services ( V ) scopes TL 9000 is implemented by many different types of organizations just as ISO 9001 is 4

5 TL 9000 s requirements an example ISO 9001 clause Common adder, with notes HW & SW adder, with note Hardware & Services adder Software adder 5

6 TL 9000 has two parts The requirement for the submission of defined measurements makes TL 9000 unique among MS standards 6

7 What TL 9000:2016 adds to ISO 9001: adders 22 more pages of requirements to ISO s more requirements to maintain documented information to ISO s 5 16 requirements to establish and implement methods and the Measurements system Anywhere from 0.5 to 5.0 extra on-site audit days 7

8 What do the adders add? 1. Industry-relevant requirements 2. Deeper dives into common quality topics, e.g. Customer focus Supplier relationships Employee development and support Business continuity planning Quality planning Design planning and control Product test and support Performance analysis Hardly any of the adders is really ICT-specific! 8

9 Let TL 9000 s adders add something to your QMS! 9

10 Customer focus 10

11 Customer focus in ISO Customer focus Customer communication Determining the requirements for products and services Review of requirements for products and services Property belonging to customers or external providers Customer satisfaction 11

12 Customer focus in TL C.1 Customer Communications Methods C.1 Customer Input C.1 Control of Customer-Supplied Documents and Data C.1 Problem Severity Classification C.2 Problem Escalation C.3 Problem Report Feedback HS.1 Product Replacement HS.2 Notification About Critical Problem Reports V.1 Notification About Critical Service Disruption 12

13 Customer focus in TL 9000 (continued) HS.3 Development Process Quality Measurement C.1 Customer and External Provider Input C.1 Verification of User Documentation HS.4 Release Management C.2 Informing Customers of Design Changes C.1 Product and Service Delivery HS.1 Emergency Service Provisioning C.1 Customer Satisfaction Data 13

14 Supplier relationships 14

15 Supplier relationships ISO Control of externally provided processes, products and services Property belonging to customers or external providers Analysis and evaluation bullet f) Management review inputs bullet c) 7) TL C.2 External Provider Input C.1 Customer and External Provider Input C.1 Procurement Process C.2 External Provider Performance Management 15

16 Employee development and support 16

17 Employee development and support 7.2.C.1 Internal Course Development 7.2.C.2 Quality and Process Improvement Concepts 7.2.C.3 Quality Training Opportunity Awareness 7.2.C.4 Electrostatic Discharge (ESD) Training 7.2.C.5 Advanced Quality Training 7.2.C.6 Hazardous Conditions Training Content 7.2.HV.1 Operator Qualification and Requalification 7.4.C.1 Organization Performance Feedback 10.1.C.1 Employee Participation 17

18 Quality planning 18

19 Quality planning C.3 Long- and Short- Term Quality Planning C.1 Business Continuity Planning 8.1.C.1 Life Cycle Model 8.1.C.2 Product and Service Security 8.1.C.3 End of Life Planning 8.1.C.4 Tools Management 19

20 Design planning and control 20

21 Design planning C.1 Project Plan C.2 Risk Management Planning C.4 Test Planning C.5 Integration Planning HS.1 Configuration Management Planning HS.2 Product Computing Resources HS.4 Migration Planning 21

22 Design control C.3 Requirements Traceability HS.3 Development Process Quality Measurement HS.4 Release Management C.1 Change Management Process C.3 Problem Resolution Configuration Management H.1 Component Changes 22

23 Product test and support 23

24 Product test HS.1 Stress Testing HS.2 Abnormal Conditions HS.3 System Testing H.1 Periodic Retesting H.2 Content of Testing H.3 Frequency of Testing H.1 Testing of Repair and Return Products 8.6.HV.1 Inspection and Test Documentation 8.6.HV.2 Documentation Retained from Inspection and Test Activities 8.6.S.1 Test Documentation 24

25 Product support HS.1 Installation Instructions HV.1 Operational Changes V.1 Software Used in Service Delivery V.2 Mechanical Tool Changes H.1 Traceability for Recall H.2 Traceability of Design Changes HS.1 Product Identification S.1 Software Patching Information 25

26 Performance analysis 26

27 Performance analysis C.1 Trend Analysis of Nonconforming Product or Service C.2 Performance Data and the TL 9000 Measurements 27

28 How can you use the adders to improve your quality management system? to perform more valueadded internal audits? to strengthen your business? 28

29 84 Ways To Go Beyond ISO 9001 Questions? 29