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Quality Management Systems

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Ben Dries

on 4 October 2012

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Transcript of Quality Management Systems

Background Case study questions Theoretical Key Elements & Processes
Management Responsibility
Mission Goals
Quality policy
Quality Objectives Background of RAM 2. Quality management organization is consistent
Four main components:
Quality planning
Quality control
Quality assurance
Quality improvement Overall Royal Australian Mints focus Organization Structure 1.Quality Management Systems(QMS)
2. ISO 9000
3. Key Process
4. QMS & Customers Focus 4. QMS & Customers Questionnaire Thanks For Listening Timeline Quality Management Systems 30 MIN PRESENTATION IMPROVEMENTS - RAM quality management is focused on its customers
- Evident with holographic sticker with ensures authenticity - RAM employ quality management
- Have a strong customer focus (Hologram sticker)
- Improvement could be made (package details, delivery time) Recap on Customer Focus
- RAM could definitely improve its customer focus

- Are not Liable for their postage

- Long delivery time What are they?

What do they do? Question 1 Describe the Royal Australian Mint, Quality Policy and Quality Objectives
Taking one process demonstrate how the key elements of ISO
9000 model is applied
Identify how company carets customer focus through ISO 9000. Question 2 Question 3 VIDEO Start Finish 3. Key Processes 4. QMS and Customer Focus Quality Management Systems 1. Quality Management Systems 2. ISO 9000 Which of the following are incorrect regards to quality Policy ? a. Retain accreditation to ISO 9001 b. Implementation of QMS and spreading quality culture Q1. What are the key elements of the ISO 9000 QMS model and how it is applied?

Q2. Briefly explain quality policy and quality objectives?

Q3. How does the Royal Australian mint achieve quality planning, quality control and quality assurance?

Q4. What are the requirements that the company need to meet once it is revised? How regularly are the ISO 9000 series revised annually, monthly?

Q5. What is Royal Australian Mint's management responsibility, vision, mission goals?

Q6. Brief organization structure (additional information)?

Q7. Describe the key process selected and illustrate procedures and how tasks are performed at lower levels?

Q8.Has QMS helped the company to give a consistent quality to Customers? New improvements/suggested improvements?

Q9. Identify how Royal Australian Mint demonstrate customer focus through ISO 9000 more

Q10. Taking one process (circulating coins) demonstrate how the key elements of ISO
9000 model is applied Elissa Bailey Quality Manager at Royal Australian Mint Management Responsibility Commitment
Professionalism Vision Excellence as a profitable world class Mint What type of structure is RAM ? Product
Customer or market
Functional Structure Mission To meet the circulating coin and numismatic needs of the nation Quality Policy Quality Objective meet customer requirements
Achieve organisational goals
Conform to applicable regulatory requirements including financial, accountability, safety and physical security of personnel and property
Retain accreditation to ISO 9001-2008
Implementation of QMS and spreading quality culture
Meeting customer and Stakeholder expectations c. Meet customer requirements Key Quality Objectives Our Product and Services
Our Clients
Our Buisness Capability
Our People
•A prescribed agency in the Commonwealth Treasury Portfolio
•The sole supplier of Australia’s circulating coinage
•Established on 22 February 1965 and since then has produced more than 13 billion circulating coins
•Has the capacity to produce 2 million coins per day
•Became the first Mint in the world to achieve accreditation to ISO standards
•Established in Canberra in 1965
•Since 1983 has been the sole supplier of Australia’s circulating coin requirements.
•First task: to produce coins for the introduction of decimal currency on 14 February 1966
•Also a major Canberra tourist attraction now
•Produces high quality collector coins (numismatic coins)
•Produces Australian medals and awards
•Produces tokens, medallions and jewellery items
•Produces circulating and collector coins for other countries Roles History Background
• A QMS can be defined as: “A set of coordinated activities to direct and control an organization in order to continually improve the effectiveness and efficiency of its performance.”
• The cornerstone of a quality organization is the concept of improved relationship of the customer and supplier
• Main thrust is in defining the processes which will result in better production
• Two important requirements:
1) The customers’ requirements
2) The organisation’s requirements Introduction
• Enables an organization to achieve the goals and objectives set out in its policy and strategy

• Provides consistency and satisfaction

• Envisaged as a “wedge” The Benefits of a QMS:
•Audits are carried out to ensure that actual methods are adhering to the documented procedures
•Reviews should take place to cover the results of the audits
•Assessments can be conducted by 3 parties: Internal, customer-supplier, independent organisations Audits, reviews and assessments • ISO 9000 is an internationally recognized quality management system developed by ISO (International Organisation for Standardisation)
• The organisation’s objective is to develop a common set of manufacturing, common trade and communications standards
• It has more than 100 member nations

Eight quality management principles:

1) Customer Focus
2) Leadership
3) Involvement of People
4) Process Approach
5) Systems Approach to Management
6) Continual Improvement
7) Factual Approach to Decision Making
8) Mutually Beneficial Supplier Relationships What is ISO 9000:2000?
•Certification to an ISO 9000 standard does not guarantee any quality of end products and services
•Only relates to how a company function internally.
•Possible to fail in other areas Process, not product

• Increased customer satisfaction
• Improved supplier relationships
• Marketing tool

• Cost
• Time- consuming Pros & Cons
What is a quality policy? A written statement which publicly states what quality means to an organization
Why? Good business practice, good customer relations, good supplier relations Quality Policy and Quality Objectives
What is a good quality objective?

a)Say how you are going to achieve your aim
b)Be relevant to all parts of the business
c)Have an impact
d)Be consistent
e) All of the above Quality objective Process: Circulating Coins
• Customer requirements
• Product realisation
• Measurement, analysis and improvements
• Management responsibility
• Resource management
• Customer Satisfaction Iso 9000 elements as reviewed by the Royal Australian mint Customer requirements – Making coins that are Australian currency

Product realisation – Coins undergo, annealing, dying, rimming, and are individually sorted to maintain the highest quality Measurement, analysis and improvements – Quality Management Audits, striving to continually improve

Management responsibility – How they undertake their QMS reviews and identifying their corporate plan Resource Management – Fixing Machinery, giving staff training, providing a harmonious environment to maximise resources

Customer Satisfaction – ensuring the relationship between the customers and the Royal Australian Mint is good. • Similar to what ive already talked about
• From the Royal Australian Mint point of view
• Customer focus built into their qms model
• Employees are informed on customer company policy If this isn’t being met an inquiry takes place

Done by Quality Assurance Manager
Either as an internal audit or an Ad Hoc Quiz Question – How is QMS installed into the Royal Australian Mint
• Through a service agreement
• Through staff meetings
• By listening to Ananda’s lectures
• By making coins Quality Manual Quality Assurance -> Outlines objectives, commitment and responsibilities -> How activities are carried out -> Explains how the Mint applies ISO 9001 model to the business -> Records -> What, when, where and who applies business activities Key elements and Processes Customer requirements
Product realisation
Measurements, analysis and improvements
Management responsibilities
Resource managment
Customer satisfaction d. All of the above are incorrect -RAM functional structure means subsystems on the third level have to interact to use Quality Management

-Development of intranet webpage has allowed employees to be familiar with Quality Management Policies

• Provide a money back return
• Short delivery time
• Track their products to ensure they don’t get lost
• Give each product a sticker of authentication How do the Royal Australian Mint satisfy customer focus
• Customer service
• Resource Management
• Customer Satisfaction
• Product Realisation Which ISO 9000 element does annealing, dying and rimming fall under
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