ISO 9000:2015 Flashcards
(41 cards)
Clause 2 - Fundamental concepts and quality Management principles
2.2. Fundamental concepts
2.3. Quality management principles
2.4. Developing the QMS using fundamental concepts and principles
Clauses 3. Terms and Definitions
3:1. Terms related to person or people
3.2. Terms related to organization
3:3. Terms related to activity
3.4. Thens related to process
3.5. Terms related to system
3.6. Terms related to requirement
3.7. Terms related to result
3.8. Terms related to data, information and document
3.9. Terms related to customer
3.10. Terms related to characteristic
3.11. Terms related to determination
3.12. Terms related to action
3.13. Terms related to audit
2.2. Fundamental concepts
2.2.1. Quality
2.2.2. Quality management system
2.2:3. Context of an organization
2.2.4. Interested party
2.2.5. Support
2.3 Quality management principles
2.3.1 Customer focus
2.3.2 Leadership
2.3.3 Engagement of people
2.3.4 Process approach
2.3.5 Improvement
2.3.6 Evidence-based decision making
2.3.7 Relationship management
2.4 Developing the QMS using fundamental concepts and principles
2.4.1 QMS model
2.4.2 Development of a QMS
2.4.3 QMS standards, other management systems and excellence models
2.2.1 Quality
An organization focused on quality promotes a culture that results in the __,__,__and___ that deliver value through fulfilling the needs and expectations of customers and other relevant interested parties.
behaviour, attitudes, activities and processes
2.2.1 Quality
The quality of an organization’s products and services is determined by the ability to__ customers and the intended and unintended impact on __ __
Satisfy, relevant interested parties
2.2.1 Quality
The quality of products and services includes not only their intended function and performance, but also their __ __ and benefit to the customer.
perceived value
2.2.2 Quality management system
A QMS __ activities by which the organization identifies its objectives and determines the processes and resources required to achieve desired results.
comprises
2.2.2 Quality management system
The QMS __ the interacting processes and resources required to provide value and realize results for relevant interested parties
manages
2.2.2 Quality management system
The QMS __ top management to optimize the use of resources considering the long and short term consequences of their decision
enables
2.2.2 Quality management system
A QMS __ the means to identify actions to address intended and unintended consequences in providing products and services.
provides
Define which one of the 7 Quality management principles is being mentioned:
statement: The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations.
Clause 2.3.1 Customer Focus
Define which one of the 7 Quality management principles is being mentioned:
Statement: ___ at all levels establish unity of purpose and direction and create conditions in which people are engaged in achieving the organization’s quality objectives.
2.3.2 Leadership
___ = Leaders
Define which one of the 7 Quality management principles is being mentioned:
Statement: Competent, empowered and engaged people at all levels throughout the organization are essential to enhance the organization’s capability to create and deliver value.
2.3.3 Engagement of people
Define which one of the 7 Quality management principles is being mentioned:
Statement
Consistent and predictable results are achieved more effectively and efficiently when activities are understood and managed as interrelated processes that function as a coherent system.
2.3.4 Process approach
Define which one of the 7 Quality management principles is being mentioned:
Statement
Successful organizations have an ongoing focus on improvement.
2.3.5 Improvement
Define which one of the 7 Quality management principles is being mentioned:
Statement
___ based on the analysis and evaluation of data and information are more likely to produce desired results.
2.3.6 Evidence-based decision making
___ = Decisions
Define which one of the 7 Quality management principles is being mentioned:
Statement
For sustained success, organizations manage their relationships with relevant interested parties, such as providers.
2.3.7 Relationship management
Define which one of the 7 Quality management principles is being mentioned:
Keybenefits:
Some potential key benefits are:
— increased customer value
— increased customer satisfaction;
— improved customer loyalty;
— enhanced repeat business;
— enhanced reputation of the organization;
— expanded customer base;
— increased revenue and market share.
Clause 2:3 Customer Focus
Define which one of the 7 Quality management principles is being mentioned:
Possible actions:
Possible actions include:
— recognize direct and indirect customers as those who receive value from the organization;
— understand customers’ current and future needs and expectations;
— link the organization’s objectives to customer needs and expectations; — communicate customer needs and expectations throughout the organization;
— plan, design, develop, produce, deliver and support products and services to meet customer needs and expectations;
— measure and monitor customer satisfaction and take appropriate actions; — determine and take action on relevant interested parties’ needs and appropriate expectations that can affect customer satisfaction;
— actively manage relationships with customers to achieve sustained success.
Clause 2:3 Customer Focus
Define which one of the 7 Quality management principles is being mentioned:
Rationale: Creation of unity of purpose and the direction and engagement of people enable an organization to align its strategies, policies, processes and resources to achieve its objectives.
2.3.2 Leadership
Define which one of the 7 Quality management principles is being mentioned:
Key benefits:
Some potential key benefits are:
— increased effectiveness and efficiency in meeting the organization’s quality objectives;
— better coordination of the organization’s processes;
— improved communication between levels and functions of the organization; — development and improvement of the capability of the organization and its people to deliver desired results.
2.3.2 Leadership
Define which one of the 7 Quality management principles is being mentioned:
Possible actions:
— communicate the organization’s mission, vision, strategy, policies and processes throughout the organization; — create and sustain shared values, fairness and ethical models for behaviour at all levels of the organization;
— establish a culture of trust and integrity;
— encourage an organization-wide commitment to quality;
— ensure that leaders at all levels are positive examples to people in the organization;
— provide people with the required resources, training and authority to act with accountability;
— inspire, encourage and recognize the contribution of people.
2.3.2 Leadership
