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TABLE OF CONTENTS
0 INTRODUCTION
1 SCOPE
2 NORMATIVE REFERENCES
6 MAINTENANCE OF COMPETENCE
ANNEX A (informative)
TYPICAL STEPS OF QMS CONSULTANTS’ ACTIVITIES
A.1 Example of proposal and contract requirements
A.2 Typical example of the process for realization of a quality management system
A.2.1 Basic development
A.2.2 Implementation support
ANNEX B (informative)
EVALUATION OF THE QMS CONSULTANT (useful criteria)
B.1 Example of work experience for a QMS consultant
B.2 Competence evaluation methods
B.3 Evaluation of competence maintenance
ANNEX C (informative)
STANDARDS OF THE ISO 9000:2000 FAMILY (as at June 2001)
INTRODUCTION
In realization of a quality management system, organizations may choose to rely on their own
resources, but many will use the services of external consultants. The selection of a
consultant by an organization can be a critical factor in determining the success of the
realization process, in order to ensure that the resulting quality management system is capable
of meeting the organization’s planned objectives and that this is achieved in the most efficient
and economical manner.
This document aims to provide guidance on the important factors to be taken into
consideration when selecting a consultant. It may be used in the following situations:
o By organizations, in order to select a consultant who is able to meet their specific needs
and objectives
o By consultants themselves, as a guide to the desirable attributes to be developed
o By bodies operating qualification schemes for consultants.
o By consulting organizations for selection of personnel.
Note: The focus of this technical specification is the consultant as an individual, and not the
organization providing consultancy.
1 SCOPE
This technical specification provides guidance for the selection of consultants, and for the use
of their services, who can demonstrate competence in understanding and providing strategic
and/or operational guidance to meet the organization’s objectives in the realization of a
quality management system.
Note: It is recognized that many organizations will wish to base their quality management
system on the requirements of ISO 9001:2000 and the guidelines of ISO 9004:2000. This
technical specification addresses those needs, but at the same time could be used for the
realization of any other quality management system.
2 NORMATIVE REFERENCES
For the purposes of this technical specification the terms and definitions given in ISO
9000:2000 apply, unless superseded by definitions given below.
3.1 organization: for the purpose of this technical specification, the term “organization”
means the organization that intents to use or is using the services of the quality management
system consultant.
3.2 quality management system realization: this is defined as the process of initial
appraisal, identification of goals and objectives, design and development, implementation,
evaluation, ongoing maintenance and improvement or parts thereof, as applicable to quality
management systems. (hereinafter QMS realization)
3.3 quality management system consultant: a professional with the competence necessary
to assist organizations with the realization of a quality management system. The consultant is
an individual, who may be an independent consultant or a member of a consulting
organization (hereinafter QMS consultant).
4.2.1 General
When evaluating the competence and suitability of a consultant, consideration should be
given to the following:
o Personal attributes, as outlined in subclause 4.2.2
o Competence necessary to meet the organization’s overall objectives for the quality
management system, as outlined in subclause 4.2.3
o Ethical considerations, as outlined in subclause 4.2.5
o Relevant credentials
4.2.3 Competence
4.2.3.1 General
A QMS consultant should have competence appropriate to the scope of the consultancy
services to be provided. The QMS consultant should have appropriate education, knowledge,
skills and work experience according to the following clauses of this technical specification.
4.2.3.2 Education
QMS consultants should have appropriate education needed to acquire the knowledge and
skills relevant for the consultancy services to be provided.
QMS consultants should have knowledge and understanding of the following International
Standards in order to apply these as appropriate to the overall objectives of the organization:
- ISO 9000:2000 (Quality management systems – Fundamentals and vocabulary)
- ISO 9001:2000 (Quality management systems – Requirements)
- ISO 9004:2000 (Quality management systems – Guidelines for performance
improvements)
- ISO 19011:2002 (Guidelines for quality and/or environmental management systems
auditing)
- Relevant ISO standards as listed in Annex C
Additionally, should have knowledge of other standards that are necessary for the scope of the
consultancy services.
Additionally consultants should have knowledge of official ISO guides related to ISO
9000:2000 family (e.g. “Introduction and Support Package”, “Transition Planning Guidance”,
“Frequently Asked Questions”, ISO Handbook for small business).
QMS consultants should have knowledge of and be able to apply appropriate QMS principles,
methodologies and techniques such as:
o Quality assurance principles
o Quality management principles
o Improvement processes
o Appropriate statistical techniques
o Auditing methodologies and techniques
o Economics of quality
o Team work techniques
o PDCA (Plan-Do-Check-Act) cycle
o Policy deployment
o Process mapping
o Prevention tools and techniques
o Problem solving techniques
o Techniques for monitoring customer satisfaction
o Brainstorming techniques
QMS consultants should not be expected to know all the statutory and regulatory
requirements that are relevant to the organization’s activities prior to initiating the contract.
They should, however, be aware of the need to review the existence of, and be able to access
and understand the significance of, relevant local, regional, national or international statutory
and regulatory requirements applicable to the organization’s activities. :
Basic knowledge in this area should include, but not be limited to the statutory and regulatory
requirements for the organization’s product, as required by ISO 9001:2000, but it should also
include the following aspects, as appropriate, to meet the organization’s overall objectives for
its quality management system:
- Contracts and agreements
- Labour, workplace safety and working conditions
- International treaties and conventions
- Environment
QMS consultants should not necessarily have a detailed knowledge of the organization’s
products and processes prior to initiating the consultancy contract, but should understand the
key factors relevant to the product sector in which they operate. They should be able to apply
this knowledge to:
• identify the critical characteristics of the organization’s processes and related products.;
• understand the sequence and interaction of the organization’s processes and their effect on
meeting product requirements;
• understand the language and terminology of the specific sector;
• understand the nature of the structure, functions and relationships within the organization.
• Understand the basic technology behind the organization’s processes.
NOTE: The organization should beware of selecting QMS consultants based only on
academic qualifications or specific in-depth product knowledge.
The organization should consider the QMS consultant’s code of ethics, which should include:
- avoiding and/or declaring any conflict of interest that may affect the work to be carried out,
- respecting the confidentiality of information provided by or acquired from the organization,
- avoiding conflicts between the consultancy services and assessments carried out for quality
management system certification or accreditation purposes,
- impartiality in recommendations for certification bodies/registrars,
- providing realistic forecasts of the budget requirements for the consultant’s services, based
on the scope, nature and extent of the services to be provided,
- avoiding the creation of dependence on the services of the QMS consultant,
- avoiding the provision of services where the consultant does not have the required
competence.
Organizations that utilize the services of a QMS consultant should ensure that the consultant’s
services are used for the maximum benefit of the organization. Organizations should also
ensure that the contract with the QMS consultant is clearly defined in scope of work including
outputs and duration is realistic and understandable. The resulting quality management system
should be understandable and applied throughout the organization using internal resources,
without the need for an exclusive dependence on the continued services of the consultant.
Therefore, both the organization and the consultant should ensure that the quality
management system:
• Meets the organization’s overall objectives and needs.
• Is cost-effective in meeting the needs of the customer and other interested parties.
• Does not generate bureaucracy and excessive documentation.
The QMS consultant should ensure that the organization’s top management is aware of as
follows:
• the fact that the success of the quality management system depends on the involvement
and commitment of top management, and not on the consultant alone,
• the need to involve employees at all levels in order to integrate the quality management
system within the organization’s overall operations,
• the empowerment of the consultant to interact with the organization’s management and
employees at all levels in order to appraise the organization’s processes,
• the opportunity to use the quality management system as an effective and efficient
management tool, even if the initial implementation was in response to contractual or
market requirements,
• the potential for the quality management system to provide a basis for continual
improvement of the organization’s performance,
• the advantages that can be derived by addressing the needs and expectations of all
interested parties involved in the most advantageous way for the organization, using the
ISO 9000 family of standards.
Prior to finalizing the contract with the QMS consultant, a project plan should be established.
The organization employing the consultant should assign a staff member (usually the person
who will eventually manage the system) to coordinate and monitor the consultant’s activities.
Regular meetings should be held to evaluate the progess in implementing the system. At each
of this meetings progress against the inplementation time table and the project budget should
be reviewed. Progress should be reported to the top management.
6 MAINTENANCE OF COMPETENCE
Each QMS consultant should ensure that key maintain their competence. The means which
this is done would typically include:
o participation in conferences, seminars etc.;
o attendance at relevant training courses;
o participation in audits of quality management systems;
o establishment of quality management systems in a number of different organizations.
ANNEX A (informative)
TYPICAL STEPS OF QMS CONSULTANTS’ ACTIVITIES
A.1.1 Initial needs analysis of the organization, comparing its present managerial and
operational methods with relevant contractual clauses and compliance with relevant
regulations in force (regulations, laws and/or contractual terms and conditions).
A.1.2 Identification of organization objectives by the top management of the organization.
A.1.3 Provisional project: specification of the actions needed to achieve the compliance of
the quality management system with relevant contractual clauses, relevant regulations
in force as per A.1.1, and organizational objectives as identified in A.1.2.
A.1.4 Carrying out of a technical and economical proposal to implement the actions as
defined in A.1.3, to be agreed with the top management of the organization to achieve
the formalization of the contract. The contract, further to the description of the
interventions and methods of implementation, should clearly define:
- provisional planning of the activities;
- the consultant and the organization’s commitments and responsibilities
respectively;
- internal resources within the organization to be committed;
- analysis of the cost the organization will be need in order to support the
consultant’s activities;
- methods for monitoring and/or measuring the progress of the project and updating
of the plan;
- methods for the management of contract modifications;
- confidentiality;
- applied standards.
A.1.5 Signing of the contract by the consultant and by the organization.
A.2 Typical example of the process for realization of a quality management system
6. Review of the results of the analysis Consultant and organization top management.
carried out and of the plan prepared
in advance.
ANNEX B (informative)
Evaluation of the QMS consultant (useful criteria)
The organization may use the following work experience table, as appropriate, in selecting
QMS consultants as shown in the example presented in Table 1. This work experience is only
suggestive, not appropriate in all circumstances and should depend on the scope of the
consultancy. In some cases additional competencies may be required.
Table 1: Suggested Education / Work Experience of QMS consultant
* NOTE 1: University education is a part of the national education system and comes after
the secondary level education with a duration of at least 3 years.
** NOTE 2: Secondary education is a part of the national education system and comes after
the primary or elementary level, but that is completed prior to entrance the degree level
education.
The evaluation should be based on the examination of objective evidence related to each
clause of this technical specification.
Competence maintenance should be assessed at least every 3 years using some of the methods
laid down in B.2
ANNEX C (informative)
STANDARDS OF THE ISO 9000:2000 FAMILY
(as at June 2001, the list will be uptaded at the stage of DIS)
All standards are subject to revision, therefore concerned parties are requested to follow up
their development.
ISO 9000:2000 QMS – Fundamentals and Vocabulary
ISO 9001:2000 QMS – Requirements
ISO 9004:2000 QMS– Guidelines for performance improvements
ISO 9000-3:1998 Quality management and quality assurance standards – Guidelines for
the application of ISO 9001:1994 for the development, supply,
installation and maintenance of computer software
ISO 9000-4:1995 Quality management and quality assurance standards – Guidelines for
ISO 10011-2:1994 Guidelines for auditing quality systems - Qualification criteria for
quality systems auditors
ISO 10011-3:1994 Guidelines for auditing quality systems – Management of audit
programmes
ISO 10012-1:1994 Quality assurance requirements for measuring equipment -
Metrological confirmation system for measuring equipment
ISO 10012-2: 1997 Quality assurance for measuring equipment – Guidelines for control of
measurement processes
ISO/DIS 10012 Measurement control systems
ISO/TR 10013:2001 Guidelines for developing quality management system documentation
ISO/TR 10014:1998 Guidelines for managing the economic effects of quality
ISO 10015:1999 Quality Management – Guidelines for Training
ISO/TR 10017:1999 Guidance on statistical techniques for ISO 9001:1994