1. What is the initial Enquiry ?

2. How I can apply for certification ?

3. What is introductory visit ?

4. What is document Review ?

5. What is preassessment audit ?

6. What is the purpose of certification assessment ?

7. What is audit report ?

8. What is refusal of certification / Recognition ?

9. What about organization's confidentiality ?

Post - Certification Activities 

1. What is obligations of certified organization?

2. What  are audit & review activities ?

3. What is the role of authorized representative ?

 Certification Documents 

1. What is management system Certificate ?

2. What is the scope of certification (Not applicable for invertors in people programme)?

3. How you will  display your certification documents ?

 What is ISO : 9001 : 2000 ?

 A globally recognized Quality Management System

 A common sense, documented system focussing upon

consistency, reliability and improving the way business 

operates

 A focus upon organizational processes, the customer, and improvement

Provides guidance, and what is required to achieve an internationally recognized standard

 Why do I need ISO Certification ?

 Demonstrate to customers that the organization has a commitment to quality

Regular assessment ensures the organization continually

uses, monitors and improves their processes

Certification can improve business performance, reduce uncertainty, and increase market opportunities.

 What is Quality Policy ?

The single key leadership and management strategic action that binds the human resource at all levels and imparts synergy to an organization is the vision, dream or mission disseminated through quality policy of the organization.

Quality

   Is there pride in ISO 9001 Success ?

Our country’s liberal economic policy of globalization, has for the first time, exposed Indian Industry to global competition as has never been done before.Large multinationals are purchasing equity stakes in Indian companies, revamping and restructuring them to suit their own ranges. International brands have already invaded our markets,

We have to fight the MNC’S in the market place with the weapon of quality. The quality of our products must be at par with theirs only then we can fight the MNC’S from a position of strength. We have only a couple of years to achieve this or perish.What will we do ? In particular, what will our small scale  industry do ? Will it prepare to down shutters? We need a strong weapon to fight adversary - the weapon is quality.If we have implemented the quality management systems ISO 9001, the competition will not bewilder us, will be a challenge. In mastering it, we can reduce the fear it holds and increase the hope it brings.

 I’ve heard all about ISO Certification but . . .Why become Certified ?

In today’s world, competition is a fact of life, and the need for a work force that is proficient in quality principles and practices is a central concern of many institutions. Becoming certified is one way of distinguishing yourself from others in this competitive world.

Certification is a mark of excellence that demonstrates that the Institution has necessary skills and knowledge to assure quality products and services. It is an investment. It also gives opportunity for global alliance.

 ISO 9001 Systems – Is It An Urgent Need of Developing Countries ?

ISO Standards have met with spectacular success mainly because they provide a transparent mechanism of third party certification for establishing the credibility of a manufacturer/ service provider and his ability to deliver the agreed products and services to the satisfaction of customers.

 What are the requirements of Quality Management System ?

General Requirements

The organization shall establish, document, implement and maintain a quality management system and continually improve its effectiveness in accordance with the requirements of this International Standard.

The organization shall :

a). Identify the processes needed for the quality management system and their application throughout the organization,

b). Determine the sequence and interaction of these processes,

c). Determine criteria and methods needed to ensure that both the operation and control of these processes are effective,

d). Ensure the availability of resources and information necessary to support the operation and monitoring of these processes,

e). Monitor, measure and analyse these processes, and

f). Implement actions necessary to achieve planned results and continual improvement of these processes

 What is Management Responsibility ?

Management Commitment

Top management shall provide evidence of its commitment to the development and implementation of the quality

management system and continually improving its effectiveness by :

a). Communicating to the organization the importance of meeting

customer as well as the statutory and regulatory requirements,

b). Establishing the quality policy

c). Ensuring that quality objectives are established,

d). Conducting management reviews, and

e). Ensuring the availability of resources

Customer Focus

Top management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction

 What are the basic steps for ISO Quality Management System Implementation?

A generic approach of implementing ISO in any organization is based on following steps :

Step 1. Forming a steering committee

•  secure management’s commitment

•  explain the process and goals of ISO QMS

•  explain responsibilities

•  schedule appropriate meetings

Step 2. Steering committee orientation

•  make sure everyone understands mission and business plan

•  identify the mission of the committee

•  identify ALL customers

• Step 3. Define customer expectations

•  list customer expectations

•  group similar expectations

•  prioritize the expectations

•  benchmarking

Step 4. Define strategic goals and objectives

•  establish goals and objectives

•  select internal key processes

•  assess training needs

•  provide appropriate training to team members

Step 5. Measurables and processes

•  list potential key processes

•  brainstorm measurables

•  identify measurables for key internal processes

Step 6. Quality measurement selection

•  apply appropriate

•  make decisions on consensus

•  identify relationships

Step 7. Action plan formation

•  present improvement opportunities

•  identify strengths and weaknesses

•  plan for the future

What benefits accrued to the companies after obtaining the prestigious ISO

1. Certificate

2.  Awareness of Quality at all levels

3.  Good support from Unions

4.  Improved in house keeping

5.  Discipline in process control

6.  Discipline in document control

7.  Enhanced human resource development

8.  Better appreciation of customer requirements

9.  Better handling of customer complaints

10.  Entry into export market

11.  A strong push on Quality Management System Journey

 How important is ISO -9001 Quality Concept in Marketing Management ?

Our country worked for the last fifty years under protective market conditions and wasnot exposed to competition either from within or outside the country. The concept of quality and cost effectiveness was not there. After liberalization Indian Industry is exposed to global competition. We believe in customer service. While we talk a lot, we do very little in this direction. We have to listen to customer - what they want, what is their perception of services and quality.

Responsibility of Marketing Dept.- Vis-A-Vis ISO 9001 Quality Concept :

1.  Documenting the customers’ requirements and inquiries generated,

2.  To review tender / contract / customers’ requirements,

3.  To resolve ambiguities, discrepancies with customers,

4.  Informing contractors’ requirements to management and to all concerned,

5.  To ensure that the company’s product range are technically and commercially

6.  competitive,

7.  To ensure analysis of the market and external conditions that the company has

8.  the necessary intelligence about the market and competition,

9.  To decide marketing plans, in consultation with Sales Manager

10.  To propose long term strategic plan to company management,

11.  Ensure that the business results achieved are at par as planned.

 How Can ISO 9001 Mean The Difference Between Winning AndLosing A Contract ?

The following are the quality commandments : commitment to quality

 enhanced customer confidence and loyalty

 strengthened leadership position and market share reduction in cost of production / rejects, rework and scrap

•  reduction of obsolete inventories

•  better management control

•  greater discipline in complying with procedures

•  better documentation leads to more defined work

•  procedures and control elements

•  shortens learning curve for new staff

•  more efficient use of manpower

•  avoid recurrence of costly mistakes

•  skill levels upgraded through quality training

•  increased quality and productivity awareness

•  improved employee morale

•  more united workforce through total employee participation and team work

 the concept of quality is data based and not human based there is pride in ISO 9001 success

What is the initial Enquiry ?

CCS will respond to either verbal or written expressions of interest from organizations interested in one or more of our certification programs. If your organization is located near one of CCS’s offices, an advisory visit may be arranged to discuss your certification needs and how CCS can help your organization achieve them. 
CCS will also, on request and receipt of adequate details, prepare a proposal tailoring our certification services to your organisations needs. 

How can I apply for certification ?

The Application for Certification is an important document as it represents the contract between your organization and CCS. When your organization is ready to apply for certification with CCS, complete the application form attached to this document and forward it to the CCS INDORE Office in India, or through the CCS web site (www.corporatecertification.com). As indicated on the application form, we need the full details of your company including the standards against which certification is required and for each location to be covered by the certification:

» the street address and contact details;
» the scope of activities; and 
» details of any regulations or legislation applicable to the scope of activities.
The Application for Certification requires the nomination of an authorised representative. The authorised representative is the person nominated to represent your organization in all matters relevant to its certification through CCS.
On receipt of your organization's application form along with the cheque for the application fee (or invoicing instructions), your application will be entered onto our database and a Client Manager will be appointed to look after your certification requirements. The Client Manager will be your primary point of contact with CCS and will ensure that our certification services are delivered to your organization in the most effective manner possible. your organization to improve business performance. 

What is introductory visit ?

As soon as practicable after receipt of your application for certification, the Client Manager will arrange a visit to your organization. This is to establish a working relationship between your organization and CCS, and to confirm your certification needs in terms of the certification standards, locations, and activities and/or products to be included in the scope of certification.
This visit will be conducted by the Client Manager ,an Auditor with the appropriate qualifications and background. 
During the visit the Client Manager will tour your facility to gain an appreciation of the structure of the organization and the activities being conducted. In particular the Client Manager, in conjunction with your organization will:
a) seek a firsthand appreciation of the nature and scope of the organization's activities, including any for which certification is not being sought. (The later are important if they could create significant, unfavorable impacts which would tend to undermine the validity or credibility of the certification); 
b) determine the status of management system documentation and implementation including organizational policies, objectives and targets for quality, environmental, HACCP, and safety as appropriate for the Scope of Certification;
c) for environmental management systems certification, review the process for the identification of environmental aspects and impacts and the status of development of operational procedures to manage and monitor them and ensure that the organization has the appropriate legislation and any other regulatory requirements for the activities to be covered by the scope of certification;
This visit is particularly important for your organization as you will receive from it useful information on not just the status of your management system at the time of the visit, but valuable information on those areas of the management system that require further work.
If you are working with a consultant (or Investors in People Adviser) it is often useful for that person to attend the introductory meeting.

What is document Review ?

Prior to the certification audit, CCS takes a comprehensive review of your organization's management system documentation, including policy manuals, procedures and other relevant supporting documentation.
This step gives the organization the opportunity to demonstrate that all documentation required by the relevant certification standard has been prepared, is controlled where necessary, and is monitored and updated as required.
A document review report is provided outlining any perceived deficiencies in documentation, relevant to the certification standard, as well as any opportunities for improvement. Deficiencies raised in this report must be addressed before conduct of the certification audit.
From the documentation, a checklist and plan for the certification audit is prepared, based on the organization's system and documented procedures. This ensures the audit team is focussed on the way your organization operates when the certification audit is performed.

What is preassessment audit ?

The purpose of this audit is to determine the status of management system implementation and to identify areas of concern for rectification prior to the initial assessment. A preassessment audit is only undertaken if the applicant organization requests it, and audit findings are reported on the day of the audit. (NOTE: This step is mandatory for our Environmental and Safety programs.)

What is the purpose of certification assessment ?

The purpose of the certification assessment is to establish whether your organization's management system has been implemented and complies with the relevant certification standard. This will be done by examining actual practices, documentation and records and comparing them against the organizations policies and procedures and the relevant certification standard. The audit process is, effectively, an undertaking to establish that your documented policies and practices are understood by your personnel and have been implemented. Investors in People assessments have a strong “people” focus using private interviews.
Audit teams will be led by Certified Senior Auditors supported by appropriately qualified and experienced management system auditors and, where required, technical specialists acting as advisers to the management systems auditors. Technical specialists bring to the audit team current specialised knowledge of the activities being audited and ensure that the audit provides a relevant and practical review of aspects critical to the business. When technical specialists are used, care is taken to ensure that your commercial confidentiality is not jeopardized. Your organization has the right to reject any technical specialist who is not acceptable to your organization.

What is audit report ?

At the conclusion of the audit, the audit team prepares a written report on the audit findings and the audit team leader presents these findings to your organization's senior management at the exit meeting. The audit findings include a summary of the overall compliance of your management system with the requirements of the relevant standard(s).
Specific audit findings are categorized as follows:
» Conditions for certification are major non-conformances arising from the absence or total breakdown of part of the management system and must be rectified before certification is granted.
» Minor non-conformances are incidental lapses in compliance of the management system. Agreed proposed corrective action including an implementation time frame is required for each discrepancy prior to certification being granted. (Not applicable to the Investors in People program).
» Observations are comments on aspects of the management system and may include praise, opportunities for improvement, or comments that may be relevant for the next audit.

What is refusal of certification / Recognition ?

In the event that your organization is unable to comply with the requirements of the relevant certification standard, CCS may refuse to recommend for certification. The decision to refuse certification, and the grounds for that decision, will be communicated to your organization in writing.

What about organization's confidentiality ?

CCS operating procedures require that, apart from publishing details of specific certifications and their scope, all information relating to an applicant or a certified organization be treated as privileged information by CCS staff, subcontract auditors, technical assessors, committee members.

What is obligations of certified organization?

Following certification, there are a number of managerial responsibilities which your organization will need to observe to maintain certification. These include:
» continued compliance with the relevant management systems standard(s); 
» compliance with the “Conditions of Certification” (see Section 8);
» conduct of regular internal reviews of your management system, with appropriate documentation of such reviews and of any subsequent corrective actions;
» notification to CCS of any significant changes in the structure and operations of your organization to enable the impact of such changes on the certified management system to be evaluated.

What  are audit & review activities ?

After certification, CCS will conduct periodic on site audits of your organizations certified management system at approximately six or twelve monthly intervals. The frequency of these audits may vary depending on the confidence held by certification body in the effectiveness of the management systems. An effective and well planned internal review system, and a responsive corrective action system that targets the underlying causes of problems are two tools that can be used by organizations to ensure that their management system is effective.

Dates and times for these visits will be negotiated and agreed with your organization, and an audit program will be forwarded to your organization prior to the audit. When these audit dates and times have been agreed and confirmed via the letter forwarding the audit program, CCS will have committed resources to conduct the audit. If circumstances arise such that your organization feels that the audit should be postponed, these circumstances must be advised to the CCS as soon as practicable to enable the audit to be rescheduled and the resources utilised elsewhere. 

Any changes required to your organizations scope of certification can be processed in conjunction with the ongoing audit program. If your organization wants to change or add to the standards against which it already holds certification, or wishes to add more sites into the scope of certification, simply complete the Application for Scope of Certification Change attached to this booklet and return.The Client Manager for your organization will contact you to discuss the processes required to implement the changes requested.

What is the role of authorized representative ?

The Authorised Representative nominated by your organization is the primary point of contact for CCS with your organization for all matters concerning your certification. The person who has been nominated as the Authorised Representative does not need to have responsibility for maintenance of the management system, but must have sufficient authority to discuss and make agreements with CCS on matters associated with the organizations certification.

Notification of change forms are also available through our website at http://www.corporatecertification.com.

What is management system Certificate ?

When your organization has achieved certification, CCS will provide you with a Certificate as a statement that your organization has achieved certification to the relevant standard. The certificate will include important data such as your organization's certification number, the standard for which certification has been granted, and the date of certification. The certificate should be displayed where it will be seen by customers and potential customers.

The certificate is a statement that certification has been granted but does not contain the details of the full scope of certification. For this reason, copies of the certificate should not be used in tenders or offered to potential or existing customers where it is important for them to understand the scope of activities for which certification has been granted. Incorrect use of the certificate can result in a client being misled as to the extent of your organization's certification.

What is the scope of certification (Not applicable for invertors in people programme)?

This document fully details the scope of your organization's certification in terms of:
» Names and addresses of all locations covered by the certification;
» Achievement of certification to the relevant standard;
» The capability statement (range of products, services, and activities) for each location covered by the certification; and
» Any specific exclusions from the scope of certification.
The Scope of Certification is the most appropriate document for you to include in tenders or to provide to customers and potential customers as it includes all of the information that is contained on the certificate and a full description of the scope of your organisation’s certification.

How you will  display your certification documents ?

The Certificate and Scope of Certification may be displayed in areas where they are readily seen by customers, potential customers, and staff.