ISO 9000-3 Digest Friday, 1 March 1996 Volume 01 : Number 011
In this issue:
Re: QUESTION: Audit Reports
9001 vs TickIT for Software only firm
Re: QUESTION: Audit Reports
Re: QUESTION: Audit Reports
Fwd: mail failed, returning to sender
EMPLOY: Looking for opportunity!
Process-Requirements for evolving product
1st Int. Conference on ISO9000 and TQM Participation
----------------------------------------------------------------------
From: Omer Zak
Date: Fri, 16 Feb 1996 19:04:05 +0200 (IST)
Subject: Re: QUESTION: Audit Reports
On Thu, 15 Feb 1996, Schneider, Henry wrote:
> We had our pre-assessment audit last month from our ISO registrar. At
> the end of the audit we received a hand written audit report. Rather
> than distribute the handwritten report to our management team I typed it
> so they wouldn't have to decypher the handwriting.
>
> Several of my managers felt that the auditor should have also delivered a
> typed report, especially for the price we are paying.
[... snipped ...]
> Should I request a typed audit report from the registrar?
You should request a typed audit report from the registrar, ESPECIALLY if
his handwriting is not intelligible. This is due to the simple and
pragmatic reason that the potential for misunderstanding typed reports is
less than that of handwritten reports. And quality is an area in which
misunderstandings can lead to grave results. This is not like doctors
who have to hide the true nature of the disease from their patients, and
therefore write their prescriptions to the parmacists in the least
intelligible handwriting they can master.
--- Omer
Internet E-mail: xlacha1@wizard.weizmann.ac.il
omerz@actcom.co.il
WWW home page: http://www.weizmann.ac.il/~xlacha1/
DEAF-L FAQ home page: http://www.weizmann.ac.il/deaf-info/
------------------------------
From: Charles Staples
Date: Fri, 16 Feb 96 12:53:01 CST
Subject: 9001 vs TickIT for Software only firm
Pardon if this is redundant to this list, I'm recently
subscribed. What, in terms of audit points in a certification audit,
is the difference between an ISO 9001 audit of a corporation doing
only software development and sales (by a qualified auditor), and a
TickIT audit of the same firm? Is it simply the qualifications of the
auditors? Since 9000-3 is simply a set of guidelines for implementing
9001, it seems that if you meet 9001, you've met the guidlines and
should pass a TickIT audit. I realize that there is a difference in
perception, but is that all it is?
TIA,
Charles
#INCLUDE
#INCLUDE
#INCLUDE
------------------------------
From: doug@mincom.com (Doug Thiele)
Date: Mon, 19 Feb 1996 08:25:06 +1000
Subject: Re: QUESTION: Audit Reports
>On Thu, 15 Feb 1996, Schneider, Henry wrote:
>
>> We had our pre-assessment audit last month from our ISO registrar. At
>> the end of the audit we received a hand written audit report. Rather
>> than distribute the handwritten report to our management team I typed it
>> so they wouldn't have to decypher the handwriting.
We receive a hand written report which we then type, but we add
clarification and other observations, suggestions for improvement etc. This
is structured into general comments and comments directed at particular
parts of our organisation. We feel this adds value to the whole process.
Since we (quality staff) are present throughout the whole audit we know what
the intent of any point is and have never made any errors in reading the
writing.
>> Several of my managers felt that the auditor should have also delivered a
>> typed report, especially for the price we are paying.
It has never been an issue for us. The cost of the audit is negligible
compared to the cost of maintaining the system in our experience.
>> Should I request a typed audit report from the registrar?
>
>You should request a typed audit report from the registrar, ESPECIALLY if
>his handwriting is not intelligible. This is due to the simple and
>pragmatic reason that the potential for misunderstanding typed reports is
>less than that of handwritten reports. And quality is an area in
In 6 years of being subjected to 2nd & 3rd party audits we have never made a
mistake in reading the comments. In our experience, time is often tight at
the end of an audit and auditors have never brought computing equipment with
them. If we ever had a problem with reading the auditor's comments, I would
ask for a typed copy to be sent later. I would not expect any problems in
getting this.
Note: Our internal audit reports are always typed but our non-compliance
reports are hand written.
- --
Doug Thiele
Mincom Pty Ltd, Brisbane, Australia tel +61 7 3303-3139
doug@mincom.com fax +61 7 3303-3232
------------------------------
From: carpentp@royalmail.co.uk (Pat Carpenter)
Date: Mon, 19 Feb 1996 19:01:34 GMT
Subject: Re: QUESTION: Audit Reports
>>On Thu, 15 Feb 1996, Schneider, Henry wrote:
>>
>>> We had our pre-assessment audit last month from our ISO registrar. At
>>> the end of the audit we received a hand written audit report. Rather
>>> than distribute the handwritten report to our management team I typed it
>>> so they wouldn't have to decypher the handwriting.
>
>We receive a hand written report which we then type, but we add
>clarification and other observations, suggestions for improvement etc. This
>is structured into general comments and comments directed at particular
>parts of our organisation. We feel this adds value to the whole process.
>Since we (quality staff) are present throughout the whole audit we know what
>the intent of any point is and have never made any errors in reading the
>writing.
>
>>> Several of my managers felt that the auditor should have also delivered a
>>> typed report, especially for the price we are paying.
I carry out many second and third party audits, the reports are always
handwritten. These are written up as the audit is carried out and tidied up
(i.e the clause numbers etc) before the final meeting and having been
previous signed by the guide/witness. Their acceptance is signed for by the
company's representative and formally presented. The advantage for both
sides is that changes cannot be made after the fact and both sides have copies.
Of course the writing must be legible and the explainations must be given
before the end of the visit.
Unfortunately time is always tight at the end of a visit. Also to carry a
portable computer and printer is often impratical (as is trying to connect
the portable to the visited company's printer).
Pat Carpenter
Royal Mail Tel +44 1793 494723
RM Consulting Fax +44 1793 494779
carpentp@royalmail.co.uk
Blue Skies
Pat
(The statements above are not an indication of my employer's views or
policies and sometimes not even my own)
------------------------------
From: brucebh@dsinet.dgtl.com (Bruce Baker-Harvey)
Date: 22 Feb 1996 16:14:22 GMT
Subject: Fwd: mail failed, returning to sender
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Date: 16 Feb 1996 10:28:49 GMT
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Reference:
------------------------------
From: Lee Stewart
Date: Tue, 27 Feb 96 10:59:49 -0500
Subject: EMPLOY: Looking for opportunity!
Hi Sports Fans,
I understand that it O.K. to list your resume here, so here goes.
Sincerely,
Lee Stewart
LEE STEWART
2710 Belle Chase Circle
Tampa, FL 33634
H:(813) 881-9593
SUMMARY OF QUALIFICATIONS:
SOFTWARE QUALITY ASSURANCE (SQA) MANAGER
o Experienced in: ISO 9001, MIL-STD's, & NASA SMAP.
o Prepares Software Quality Assurance Manuals, procedures & work
instructions.
o Hires, trains & provides work direction to SQA personnel.
o Participates in proposal teams & new business ventures.
o Experienced in FIRMWARE/SOFTWARE process refinement.
SOFTWARE CONFIGURATION MANAGEMENT (SCM) MANAGER
o Experienced in: ISO 9001, MIL-STD's, & NASA SMAP.
o Prepares Software Configuration Management Manuals & procedures.
o Hires, trains & provides work direction to SCM personnel.
o Functional Analyst for custom configuration status accounting
systems.
o Establishes change control methods for all products and tools.
o Experienced in FIRMWARE/SOFTWARE controls.
HARDWARE CONFIGURATION MANAGEMENT (CM) MANAGER
o Experienced in: MIL-STD's & NASA hardware CM methods/standards.
o Prepares Hardware Configuration Management Manuals & procedures.
o Hires, trains, & provides work direction to CM personnel.
o Functional Analyst for custom configuration status accounting
systems.
o Establishes change control methods for all products and tools
o Experienced in electronic hardware manufacturing environment.
NOVELL Certified NetWare 3.1X Administrator
NOVELL Certified Netware 3.1x Engineer - In Process
EDUCATION: B.S. Business Management, University of Tampa, 1979,
Minor:Economics
Post Graduate work, Florida Institute of Technology, M.B.A.
Program
Undergraduate work in Electrical Engineering.
Educated in seventeen programming languages.
AWARDS: Achievement Award, Department of Labor, 1995
Certificate of Achievement, Private Industry Council,
Hillsborough County, 1995.
First Shuttle Flight Achievement Award; NASA 1981.
Space Transportation System Design, Development, Test and
Evaluation Division, 1983.
LISTING: "Who's Who In Aviation and Aerospace: U.S. Edition"; 1983
------------------------------
From: calafut@epix.net (George J. Calafut)
Date: Wed, 28 Feb 96 08:47:07 PST
Subject: Process-Requirements for evolving product
Peter,
Regarding
< an existing product which was developed not using the types of process implied by ISO9000-3 is still
evolving(new development work)... Would like to use the process defined in evolving the product, but finding
difficulties because the process assumes that many of the basic documents exist for the product.
Questions:
1. Since it is not practical to retrofit missing documents, what will be an auditors to a product
delivered with key documents missing.
2. Is it sufficient to consider that all new changes to the product are being performed according to our
procedures.
3. If the product did have a full set of the required documents, what technique/process could be used to show
the changes from one release to the next.>
I was in a similar situation as a software developer on an existing operating system. The base code in the
system was written in the 1960's, and our development laboratory began developing a formal QMS in the late
1980's. We were later certified under the UK TickIT scheme.
Regarding your questions
1) Retrofit all missing documents...auditor reaction.
Because of the missing documents, you may need to modify or deviate from your current process.
Document these modifications/deviations in project documentation, e.g. quality plan, development plan, for
releases in development & explain the reasons. Be sure these process modifications were reviewed and
approved by management. If you are writing software under a contract, you should notify the customer of
these process modifications and get a written agreement. An auditor will accept process deviations if they are
planned and approved.
2) Sufficient to consider all new changes to the product performed according to current procedures.
Yes. Again, use your project documentation to define exactly how your QMS procedures will be applied to a
specific project.
3) If the product did have a full set of documents, how to identify changes.
This is a configuration management/version control problem. Use your configuration management/project
documentation to identify changes.
George J. Calafut, CQA
(TickIT Auditor registration pending)
------------------------------
From: "Sam Ho"
Date: Fri, 1 Mar 1996 14:44:03 +0000
Subject: 1st Int. Conference on ISO9000 and TQM Participation
Dear ISO 9000 / TQM Fellow,
I am pleased to inform you the response to the 1st ICIT has been very
good. So far, I have accepted over 40 papers already (please see App.1 below).
I would like to invite you and your colleagues to participate and
share the research findings and/or experience in the 1st ICIT during
April 10-12. May I look forward to receiving your email/fax abstract and the
registration form before the deadline of March 17.
With best regards.
Dr. Sam Ho,
Chairman, 1st ICIT.
==========================================================
APP.1: SUMMARY OF PAPERS TO BE PRESENTED IN THE 1st ICIT
- -----------------------------------------------------------------------
KEYNOTE SPEECHES:
Dr. Henry Neave (Founder, BDA) -- Deming Memorial Lecture: "I
shall teach .... the theory of a system, and cooperation"
Dr. Michael Sanderson (CEO of ETA and Ex-CEO of BSI) -- ISO 9000
& ISO 9004-4: where do they fit?
Prof. Yoshio Kondo (1971 Deming Prize) -- Are
creativity/work-standardization mutually exclusive?
Mr. Cyril Atkinson (Director, NSQT) -- The Teamwork Evolution
Mr. Jeff Bulled (Business Development Director, BSI) -- ISO
9000 - a route to Total Quality
Mr. Donald Campbell (Secretary General, IQA) on ISO 9000
Quality Auditing
Mr. Kevin Shergold (Director of Award, BQF) -- Striving for Excellence
Dr. John Peters (Editor, TQM Magazine) -- Organisational
Learning Systems
Mr. Matthew Hind (Editor, Training for Quality) - Organisational
Culture for ISO 9000 and TQM
Dr. Sam Ho (Chairman) -- An TQM EXcellence Model: TQMEX
PAPERS TO BE PRESENTED:
1. Mr. Michael Cassidy, Lucent Technologies: Power Systems
(Winner of the Japanese Deming Award, 1995), USA, "Streamlining TQM"
2. Mr. K. Narasimhan, Bolton Business School, UK,
"Achieving Excellence in Teaching: A Development of a Teaching
and Learning Situation Inventory"
3. Prof. Matts Carlsson, Chalmers University of Technology, SWEDEN,
"Development and Implementation of TQM Model within Swedish Industries"
4. Prof. Salvatore La Roja, I.R.R.S.A.E., ITALY,
"Quality, Competitiveness and Autonomy in the Public Education System"
5. Prof. G. Dennis Beecroft, University of Waterloo, CANADA,
"Internal Quality Auditing -- Obstacles or Opportunities"
6. Mr. Alessandro M. Cali & Paolo Bidello, Instituto Universitario Navale, ITALY,
"On Customer Satisfaction Measuring"
7. Mr. Tony Pans, KAYA BV, BELGIUM,
"The PROCENO Quality Management System"
8. Mr. J. Martin Young, Liverpool John Moores University, UK,
"Applying TQM to Computer Services in Higher Education"
9. Mr. George P. Laszlo, Management M+, CANADA,
"Quality Awards -- Recognition or Model?"
10. Mr. Steve Harding & Mr. Terry Amos, Post Office Counters Ltd., UK,
"Developing a Business Process Approach to EFQM Quality Model and ISO 9000"
11. Dr. Frances M. Hill, Queen's University of Belfast, UK,
"En Route to TQM: Organisational Learning through Quality Circles"
12. Ms. Sarah T. Meegan, Queen's University of Belfast, UK,
"A Model for Managing the Transition from ISO 9000 to TQM"
13. Prof. Bob Haigh, Prof. Dave Moris & Mr. Joe Watkinson~Professors,
Sheffield Hallam University, UK, "TQM and the Public Sector"
14. Prof. J. Ridley, South Bank University, UK,
"Are Quality and Corporate Governance Good Bedfellows?"
15. Mr. Werner Vermeulen, Technikon OVFS, SOUTH AFRICA,
"TQM in the Retail Grocery and Clothing Chain Stores of South Africa"
16. Ms. Joan F. de Beer, The State Library, SOUTH AFRICA,
"Organisational Restructuring into Programme Management:
A Successful Step towards Quality Management?"
17. Mr. Steven McCabe, Dr. David Seymour, Mr. John Rooke,
Mr. Martin Brown and Mr. Philip Brown, Mowlem, AMEC Central
& University of Central England, UK,
"Creating Excellence in Construction Companies: The
Experience of British Contractors of Quality Initiatives"
18. Ms. Claire Hewson, Mr. Peter O'Sullivan & Mr. Keith Stenning,
University of Edinburgh, UK,
"Training Needs Associated with Statistical Process Control"
19. Mr. Mohd. Azman Idris, SIRIM, MALAYSIA,
"The Adoption of ISO 9000 and TQM among Malaysian Manufacturing Companies"
20. Dr. Tony Moody & Mr. Christopher Seow, University of Portsmouth, UK,
"The Springboard to TQM?"
21. Mr. Miguel Mateus, Dr. Ian Watson, Dr. Ghassan Aouad & Mr. Antonio Grilo,
University of Salford, UK,
"From Systematic to Sytstemic: An Interpretive Approach to
Information Systems in Construction Project Management"
22. Mr. J. A. Castle & Dr. David Parker, University of West of England, UK,
"An Integrated Model in Quality Management, Positioning TQM and ISO 9000"
23. Mr. Nathan Williams, University of Westminster, UK,
"ISO 9000 as Route to TQM in SMEs: Snake or Ladder?"
24. Mr. Beverley Lloyd-Walker & Dr. Yen Cheung~Lecturers,
Victoria University & RMIT, AUSTRALIA,
"IT to Support Quality Excellence in the Australian Banking Industry"
25. Mr. K.G. Krishna, Consultant, INDIA, "Quality through Culture and Innovation"
26. Prof. John V. Chelsom & Dr. Lawrie P. Reavill, City University, UK,
"Is ISO 9000 Sufficient for a System? Can It Make a Spark?"
27. Mr. Philip Burgess & Dr. Lawrie P. Reavill, Anglia Water plc. & City University, UK,
"The Measurement of the Implementation of TQM in Anglian Water
Services Directorate of Engineering"
28. Dr. Lawrie P. Reavill~Director, City University, UK,
"Business Process Re-engineering -- A Retro-fit Analysis of Pre-BPR Change"
29. Mr. Les Galloway, De Montfort Uni, UK, "Are You Improving the Right Quality?"
30. Ms. Svetlana Cicmil, De Montfort University, UK,
"Achieving Completeness through TQ Principles and Organisational Learning"
31. Prof. Colin Egan, De Montfort University, UK,
"The Market Context of Process Solutions: A Strategy of Survival"
32. Dr. Patrick K. Fung & Mr. Alfred S. Wong, HK Polytechnic University
& Lingnan College, HONG KONG,
"TQM in Construction Industry -- Hong Kong Context"
33. Prof. Nathan Moore, The N.E. Moore Group Ltd., USA,
"Performance Based Training Technology -- The Key to TQM/ISO 9000 Implements"
34. Mr. Ian Roberts & Mr. Damian O'Doherty, De Montfort University, UK,
"In Search of Faith"
35. Dr. Mike Donnelly & Dr. John F. Dalrymple, Scottish LA Mangt Ctr &
University of Strathclyde, UK, "Service Excellence in Local Government"
36. Ms. Belinda Quinn, University of Central England, UK,
"Information Technology as a Tool of TQM"
37. Dr. Simon Black, Empire Stores Ltd., UK,
"Learning from the top: Inspiring Management Commitment through Self-Assessment"
38. Dr. Jim Grieves and Mr. John Davison, University of Teesside &
Ryedale District Council, UK,
"Developing Quality in Local Government"
39. Mr. R. H. Macmillan, British Telecom Labs, UK, "E.QUALITY.BT..."
40. Mr. O. J. Akomode, B. Lees & C. Irgens, University of Paisley, UK,
"Risk Assessment for Quality Improvement in Manufacturing"
41. Mr. Sunny Y. Wang, Mr. M. Ross, Mr. G. Staples and Mr. I. Court,
Southampton Institute, UK,
"Southampton Quantitative Analysis and Mutual Mapping between ISO 9001 & CMM"
42. Mr. Ray Wells, British Steel plc, UK, "Growing a Learning Culture"
==============================================================
*** REGISTRATION PROCEDURE ***
Please get into the home page address below for further details:-
http://www.dmu.ac.uk/dept/schools/business/corporate/iso.htm
Alternatively, read the following Conference Details:-
Then, fill in the appropriate form at the end and Email to the Chairman
at skhcor@dmu.ac.uk, with payment to follow.
OR
Print the form, fill in and send with payment.
=====================================================
1st ICIT: 1st INTERNATIONAL CONFERENCE ON ISO 9000 & TQM
10-12 April 1996
Leicester, UK
Organised by:
De Montfort University, Leicester, UK
Supported by:
British Deming Association
British Quality Foundation
British Standards Institution
Engineering Training Authority
Institute of Quality Assurance
International Register of Certificated Auditors
National Society for Quality through Teamwork
TQM Magazine, MCB University Press
Training for Quality Journal, MCB Uni. Press
Conference Secretariat:
Business Solutions,
Leicester Business School,
De Montfort University,
LEICESTER, LE1 9BH, UK.
Tel: 0116-2577222 Fax: 0116-2577264
Email: skhcor@dmu.ac.uk
CONFERENCE OBJECTIVES
TQM provides the overall concept that fosters continuous
improvement in an organisation. The TQM philosophy stresses a
systematic, integrated, consistent, organisation-wide
perspective involving everyone and everything. It focuses
primarily on total satisfaction for both the internal and
external customers within a management environment that seeks
continuous improvement of all systems and processes.
The first objective of the 1st ICIT is to provide a forum for
the identification of the contemporary development in the
theories and practices of TQM, and for the sharing of experience.
ISO 9000 series sets out the methods that can be implemented in
an organisation to assure that the customers' requirements are
fully met. Moreover, the organisation's requirements will be met
both internally and externally and at an optimum cost. This can
arise from the result of efficient utilisation of the resources available,
including material, people and technology.
By the end of 1995, over 80,000 ISO 9000 certifications had been
achieved world-wide -- a significant increase from the end 1992
figure of 28,000. UK accounts for approximately half of the
world share, with the rest of Europe and the rest of the world
sharing the remaining half. Because of the significance of the
ISO 9000 standard, and its relationship to TQM, the second
objective of this Conference is to identify the impact of ISO
9000 implementation on TQM.
Your participation in this 1st ICIT is vital to the advancement
of knowledge in ISO 9000 and TQM.
Dr. Sam HO,
1st ICIT Chairman,
Member of the ISO QS/1 Committee for ISO 9000,
Sub-editor for IJQRM, TQM Magazine and Training for Quality,
ISO 9000 Lead Auditor and Subject Leader in TQM,
Leicester Business School, De Montfort University, UK.
There will be 10 Subject Sessions:-
1. ISO 9000 and TQM Positioning
2. ISO 9000 Quality Management System and Audit
3. Quality Training and Learning Culture
4. QC Circles and Team Work
5. Quality Management Tools and Methods
6. Quality Excellence in Manufacturing/Construction
7. Quality Excellence in Service Industry
8. Quality Excellence in Public Sector
9. Quality Excellence in Education
10. Quality Awards
PROCEEDINGS
All papers presented at the conference will be printed in 6-page
summary in the proceedings and each participant provided with
one copy.
THE CONFERENCE VENUE
De Montfort University City Campus is situated close to
Leicester's thriving shopping area, cinemas, theatres and
museums. The mainline railway and coach stations are also
within easy walking distance. Bordered on one side by the
historic Castle Gardens, and on the other by the River Soar, the
City Campus buildings are compactly arranged. This provides
quick and easy access between excellent facilities and a wide
range of support and leisure services.
The buildings range from the Victorian splendour of the Hawthorn
Building to the state-of-the-art Queens Building -- the
University's newest development which has already won awards for
its environmentally friendly design and construction. The main
conference sessions will be held at the Queens Building.
Both hotels are in the city centre and within walking distance
from the conference venue. All rooms are with private
facilities, colour TV, free tea/coffee facilities and IDD
telephone. The Conference Fee includes conference proceedings,
a reception dinner on April 10, buffet lunches and two teas a
day.
One of the largest in Europe, the Leicester Market has about 400
open stalls under permanent roofing in the area where a market
has been held for 700 years. And for those who like exploring
specialist shops and boutiques, St. Martin's Square and Silver
Arcade, a three-tiered Victorian shopping mall, offer a wide
range of stylish outlets in an attractive setting to meet your
needs.
NOTE: You can either register using the form below or the Internet
http://www.dmu.ac.uk/dept/schools/business/corporate/iso.htm
1st ICIT Application Form (for Participants)
=============================================
Name : _______________________________________________________________
Organisation : _______________________________________________________
Job Title : __________________________________________________________
Address: ___________________________________________________________
___________________________________________________________________
Phone : _____________________________________
Fax : _______________________________________
Email : _____________________________________
FEES:
Conference Fee (inclusive of Proceedings) = stlg 255.32 + VAT = stlg 300.00
Hotel & breakfast commencing: ____ Apr 96
A. Leicester International Hotel (15 minutes' walk)
Single-room @stlg40 x ____ nights = stlg _______, or
B. Holiday Inn, Leicester (5 minutes' walk)
Shared-room @stlg40 x ____ nights = stlg _______
Preferred partner: __________________
TOTAL = stlg
=======
Please send together with a cheque/remittance for the above
TOTAL payable to "De Montfort Expertise Ltd." before 17 Mar 96
by post to :
1st ICIT Secretariat, Business Solutions, Leicester Business
School, De Montfort University, Leicester LE1 9BH, UK.
*************************** E N D ******************************
------------------------------
End of ISO 9000-3 Digest V1 #11
*******************************