Chapter 14
ISO 9000 and Total Quality: The
Relationship
Objectives
• After reading the chapter and reviewing the materials
presented the students will be able to:
• Understand ISO 9000 Quality Management System
• Compare ISO 9000 and Total Quality Management
ISO 9000 Basics
• ISO 9000 is based on 8 principles:
• 1. Customer Focus: Understand customer needs, meet customer requirements,
and strive to exceed customer expectations.
• 2. Leadership: Establish unity of purpose and organizational direction.
• 3. Involvement of people: Use abilities of employees for the benefit of the
organization.
• 4. Process approach: Things accomplished are the results of processes and
processes and resources must be managed.
• 5. System approach to management: Multiple processes contribute to system and
should be managed as a system.
• 6. Continual improvement: Of people, processes, systems and products.
• 7. Factual approach to decision making: Decisions must be based on the analysis of
accurate, relevant, and reliable data and information.
• 8. Mutually beneficial supplier relationships: Both the organization and the
supplier benefiting from each other’s resources and knowledge results in value for
all.
Origins of ISO 9000 and TQM
• Dr. Edward Deming introduced the Plan-Do-Check-
Act (PDCA) cycle to the Japanese in 1950 and it
became one of the seeds of the Japanese quality
revolution that gave us TQM.
• PDCA has made its way to ISO 9000 and is said to be
the operating principle of ISO’s management system
standard.
• Its function is to operate as a never ending loop
resulting in continual improvement for products,
services, processes and systems.
Aims of ISO 9000
• The original aim of ISO 9000 was to ensure
that the products or services provided by
registered organizations were consistently fit
for the intended purpose.
• Customer focus and continual improvement
have been added to make the registered
organizations more competitive.
• This is essentially the same objective of total
quality management.
ISO 9000 and TQM are not
Interchangeable
• Although ISO 9000 made a great leap towards
TQM with its 2000 release, they are not yet
the same . TQM is defined as an approach to
doing business that attempts to maximize the
competitiveness of an organization through
the continual improvement of the quality of
its processes, products, services, people, and
environments.
Management Motivation for
Registration to ISO 9001
• To improve operations by implementing a quality management system
that satisfies the ISO 9000 requirements for management responsibility:
resource management, product realization, measurement, analysis, and
continual improvement.
• To create or improve a quality management system that will be recognized
by customers worldwide.
• To improve product or service quality or the consistency of quality.
• To improve customer satisfaction.
• To improve competitive posture.
• To confirm the requirements of one or more major customers.
ISO 9000 and TQM Working
Together
• ISO 9001 registration can be a good first step
into TQM.
• ISO 9000 registration often is the most
practical route to demonstrate compliance for
European regulations with a quality system
element.
Summary
• Dr. Edward Deming introduced the Plan-Do-Check-Act (PDCA) cycle to the Japanese in 1950
and it became one of the seeds of the Japanese quality revolution that gave us TQM. PDCA
has made its way to ISO 9000 and is said to be the operating principle of ISO’s management
system standard. Its function is to operate as a never ending loop resulting in continual
improvement for products, services, processes and systems.
• The original aim of ISO 9000 was to ensure that the products or services provided by
registered organizations were consistently fit for the intended purpose. Customer focus and
continual improvement have been added to make the registered organizations more
competitive. This is essentially the same objective of total quality management.
• TQM is defined as an approach to doing business that attempts to maximize the
competitiveness of an organization through the continual improvement of the quality of its
processes, products, services, people, and environments.
• ISO 9001 registration can be a good first step into TQM.
• ISO 9000 registration often is the most practical route to demonstrate compliance for
European regulations with a quality system element.
Home Work
• Answer Questions 1, 3 on page 346.
• 1. List 6 statements that summarize the comparative
scope of ISO 9000 and TQM.
• 3. Contrast the aims of ISO 9000 and TQM.