QMS Induction Training for IT Department

HIF QMS Induction Training for IT

Quality & Quality Management Systems - ISO 9000 Family

> What is Quality?

Brief history of Quality

  • In medieval Europe, craftsmen organized by Unions (called guilds); responsible for developing strict rules for product and service quality
  • Until the early 19th century, manufacturing industry tended to follow this craftsmanship model (based on inspection).
  • In the early 20th Century, manufacturers began to include quality processes in quality practices.
  • Quality revolution in Japan following World War II. Inputs from Americans J. M. Juran and W. E. Deming and rather than concentrating on inspection, focused on improving all organizational processes through the people who used them.
  • By the 1970s, U.S. & Japan in high-quality competition. The U.S. response, emphasizing not only statistics but approaches that embraced the entire organization.
  • In the few years since the turn of the century, the quality movement seems to have matured. New quality systems have evolved, and quality has moved beyond manufacturing into service, healthcare, education and other sectors.


> ISO 9000 Family

> The 7 Quality Management Principles

> Process-Based Management System (Process & System Approach)

> Continual Improvement (Process & System Approach)

Note: Number in brackets refer to the clauses in the ISO 9001:2015

> Key Element in ISO 9001 - The PDA Cycle

> Key Element in ISO 9001 - The PDA Cycle

> Continual Improvement


Fact based improvement decisions need measurements and your inputs.

Continual Improvement are Quality Management coordinated activities to direct and control an organization with regard to quality.

Remember what we said before...

  • Requirement
    Need or expectation that is stated, generally implied (common practice) or obligatory (interested parties).
  • Quality
    Degree to which a set of inherent characteristics fulfills the requirements
  • Customer Satisfaction
    Customer´s (internal & external) perception of the degree to which the customer´s requirements have been fulfilled
  • Continual Improvement
    Quality Management Coordinated activities to direct and control an organization with regard to quality.

HIF QMS Documentation

HIF QMS Documentation - Access to the Intranet

ESA QMS Intranet Page

HIF QMS Welcome Page

HIF QMS Documentation at Directorate level

Quality Management in the IT Department

HIF-IT QMS Documentation

Current QMS Procedures & Work Instructions layout

IT Services and Evolution Activities Quality Plan and Quality Management (document tree)

ESA-IT-QMS-PL-0100:  IT Services and Evolution Activities Quality Plan

- describes the interface between the HIF QMS and the IT Department QMS procedures and work instructions,

- defines the use of IT procedures and addresses how the applicable requirements of ISO 9001:2008 are met.

MANAGEMENT - Quality Management (1)

MANAGEMENT - Quality Management (2)

MANAGEMENT - Management (document tree)

MANAGEMENT - Management (1)

MANAGEMENT - Management (2)

CORE PROCESSES - QMS documentation

CORE PROCESSES - Services (document tree)

CORE PROCESSES - Services (1)

CORE PROCESSES - Service (2)

CORE PROCESSES - Service (3)

CORE PROCESSES - Projects (document tree)

CORE PROCESSES - Projects (1)

CORE PROCESSES - Projects (2)

CORE PROCESSES - Projects (3)

CORE PROCESSES - Projects (4)


SUPPORT PROCESSES - Configuration Management

1. QMS-FCI-I-CNFD-PR-5100: Configuration Management in IT 

 Configuration Management for the following Configuration Items in the IT Department: 

• Software  • IT Hardware •Services • Facilities •Equipment • Related documentation  

SUPPORT PROCESSES - Problem Management (document tree)

SUPPORT PROCESSES - Problem Management (1)

SUPPORT PROCESSES - Problem Management (2)

SUPPORT PROCESSES - Contracts & Procurement

1. QMS-FCI-I-CTRP-PR-7300: Critical Supplier Evaluation and Control

• Identification of critical supplier, supplier rating, supplier auditing

Internal and External Audits

Internal Audits

External Audits

Internal & External Audits - TIPS

Continual Improvement

Continual Improvement - overview

Continual Improvement - definitions

Corrective/Preventive Actions - definitions

Continual Improvement in the EFM QMS

Continual Improvement - Non Conformance Management

Continual Improvement - Management of Non-Conformance Reports

Continual Improvement - Non-Conformance Reports in ARTS

Continual Improvement - Managing Corrective and Preventive Actions

Continual Improvement - Responsibilities of EFM staff