Control De Calidad

The Quality Systems Handbook
Understanding and implementing Quality Systems and ISO 9000 Standards within the larger Quality Framework

Jeff Ryall and Johan Kruithof

The Quality Systems Handbook © Copyright 2001 Jeff Ryall and Johan Kruithof ISBN 0 7337 4242 4 All rights are reserved. No. part of this work may be reporduced, copied, stored, distributed or transmitted in any form, or by anymeans, including photocopying. Scanning, or other mechanical or electronic methods without the prior written permission of the publisher. Published by Consensus Books A division of Standards Australia Publishing PO Box 5420, Sydney NSW 2001, Australia www.standards.com.au

The Quality Systems Handbook
Jeff Ryall and Johan Kruithof

Other Books by Jeff Ryall and Jo Kruithof:
QualityThinking - Thinking Quality Johan Kruithof Information Australia, 1993 The Quality Standards Handbook Johan Kruithof & Jeff Ryall Information Australia, 1994 Second Edition, QI Publishing Company, 1999 The QS-9000 Continuous Improvement Handbook Jo Kruithof, Frank Mapperson, Jeff Ryall & David Scott QI Publishing Company, 1997 QS-9000 A Practical Self-Help Guide: Experiences of Australian CompaniesDavid Scott & Jeff Ryall NIETL/North Link, 1999 Hidden Gold! Bill Jarrard and Johan Kruithof QI Publishing Company, 1999

Quality is never a problem; Quality is the solution to your problem! Myron Tribus

Foreword
Prof. John Dalrymple

The advent of the international marketplace has highlighted the need for competitiveness in the provision of goods and services. There is a need to addressinternational competition rather than just being the best in the local market. Additionally, the demands of industrial and domestic consumers have increased more rapidly in the past two decades than in the previous two centuries. Thus, for every supplier of goods and services, the requirements and specifications are becoming more and more demanding and their customers are less and less tolerant offailure to achieve the highest levels of performance. Careful examination of the evidence confirms that the evolution of Standards related to products has contributed to sweeping success of the industrial revolution and played a pivotal role in the overwhelming and increasingly rapid success of international trade in the last two decades. The latter has also benefited significantly from therelaxation of barriers to trade and protectionism, but it is quite clear that its development would have been impossible without the earlier development of Standards. For example, standards for screw-threads enable replacement bolts to be made in Australia for products made elsewhere. As another example, safety standards for electrical goods have enabled consumers to purchase products from otherjurisdictions and be assured that these products will conform to the same safety standards as those available locally. These developments have increased access to goods and services for a much wider range of consumers and contributed to the significant improvements in standards of living and quality of life of people throughout the world. However, this has been achieved at the cost of considerableturbulence in the employment environments, particularly in the developed world. The cost reductions that have brought substantial improvements in accessibility have also placed pressure on logistics and distribution costs and heightened the concentration on the various cost components associated with the provision of goods and services. In the case of goods and services that have a high labour costcomponent but depend on low skills, mobile companies will continue to migrate successively to lower labour cost locations. As standards of living improve, labour cost competitiveness declines and companies move to their next location.

This is the backdrop to the environment in which modern organizations must compete. In the case of the business enterprise, the competition is now untrammelled by...