QMS
        A quality management system (QMS) is a 
        system that defines operations to achieve 
        consistency and creditability with customers
        QMS refers to what the organization does to 
        manage its processes, or activities in order 
        that the products or services that it produces 
        meet the objectives it has set itself (ISO, 2004)
           ISO 9000 series (International Standards 
           Organization standard on quality 
           management)
                                                          2
   ISO 9000
        ISO 9000 is a generic standard - means that 
        the standard can be applied to any 
        organization, large or small, whatever its 
        product in any sector of activity
        ISO is an auditable system – organization may 
        be certified to a market standard by outside 
        agency (Weigers, 2001)
        ISO 9000 predominant QMS today – adopted 
        by 149 countries/economies (ISO, 2004)
                                                          3
  General Introduction
        Quality Management Principles of ISO 9000:2000 (ANSI, 2000; ANSI, 
        2000a)
           Customer focus
           Leadership
           Involvement of people
           Process Approach – A set of interrelated activities which transforms inputs 
           into outputs
           System approach to management – Manage set of interrelated processes
           Continual Improvement 
           Factual approach to decision making
           Mutually beneficial supplier relationships
                                                    4
   Growth of ISO 9000
        CURRENT: 1M ISO 
        certs. 
        Top 10 countries for 
        registrations:
           China (approx. 27%)
           Italy
           UK
           Japan
           Spain
           USA (approx. 9%)
           Germany
           Australia
           France
           South Korea
                                                              5
   ISO 9000 Characteristics
        Leadership demonstrates commitment to 
        customer requirements.
        Policy and measurable quality objectives are set 
        and renewed.
        Processes are identified, analyzed, and 
        managed.
        Customer satisfaction is measured.
        Data are collected, analyzed, and used.
        System effectiveness is continually 
        improved.
                                                          6