1 / 49

WELCOME TO AWARENESS SESSION

WELCOME TO AWARENESS SESSION. APPLICATION OF ISO QUALITY MANAGEMENT SYSTEMS FOR LIBRARY FUNCTIONS & SERVICES. What is main aim of Library?. Provide access to knowledge Fostering creativity Enabling forces for teaching & Learning.

bunme
Download Presentation

WELCOME TO AWARENESS SESSION

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. WELCOME TO AWARENESS SESSION

  2. APPLICATION OF ISOQUALITY MANAGEMENT SYSTEMSFORLIBRARY FUNCTIONS & SERVICES

  3. What is main aim of Library? • Provide access to knowledge • Fostering creativity • Enabling forces for teaching & Learning Leading to performance and survival of the student /Faculties

  4. Quality Services

  5. Quality ? A degree of excellence Conformance with requirements Totality of characteristics Fitness for use Fitness for purpose Freedom from defects customer satisfaction or delight Q= P / E (Performance / Expectations)

  6. Service Quality Characteristics • Accessibility • Accuracy • Courtesy • Comfort • Competence • Credibility • Dependability • Reliability • Security • Efficiency • Effectiveness • Flexibility • Honesty • Promptness

  7. Rapid and complex changes Technology Globalization Spectrum of disciplines IQs Spurt in educational institutes, Efficiency Work with lesser funds Maintaining Deliverables Current Future expectations Raise in Expectations Students Faculties Parents Organizations Society Regulating bodies What is the challenge for Library

  8. Which Library can meet this ? • System of maintenance • Continual improvement • Proactiveness • Mechanisms for measurement & evaluation of its activities • Quality Assurance QA- set of activities intended to ensure that goods/services satisfy customer requirements in a systematic,reliabile fashion

  9. What can be the path ? • ISO 9001:2008 Quality Management System (QMS)-Requirements • Note: This can be first step or one of the steps

  10. Reason for Implementation ISO 9001 Goal of improving the quality of library services Strategy of the university in quality issues Need to improve the work systems Need to improve the organization Prestige of ISO 9001 Users requirements and expectations Requirements of Government body Synergy (Implementation from other libraries)

  11. Introduction • ISO (International Organisation for Standardization) • First published in 1987 • Revised 1994 • Revised in 2000 ( Major revision with a focus on continual improvements and efficiency) • Revised in 2008 ( Minor changes- to give clarity in some points)

  12. Introduction • QMS originally created for manufacturing industry. • Now extending to service industry • Educational institutes • Banking service • Postal service • Accounting • Applicable for all sizes • Standards are Generic To improve service

  13. Principles behind ISO

  14. Principles behind ISO Act Take actions to continuously improve process performance Plan Establish the Objectives & Processes to deliver the results according to customer requirements Check Monitor and Measure process and product against policies, objectives & requirement for the product and report results Do Implement the process

  15. ISO 9001-QMS Requirements • Scope • Normative reference • Terms and Definitions • Quality Management systems • Management responsibility • Resource Management • Product realization • Measurement, Analysis & Improvement

  16. 4. Quality Management Systems • General Requirements • Establish , document, implement, maintain and continually improve QMS • Determine processes needed and determine their sequence and interaction • Ensure resources and information available • Measure and monitor for continual improvement • Implement actions to achieve planned results

  17. 4. Quality Management Systems • Documentation Requirements • Quality policy • Quality Objectives • Quality Manual • Procedures, Work instruction, formats, guide lines • Standards • Records • Control of the documents. • Control of Records Level 1 –Quality Manual Level 2 –Procedures Level 3 – Work Instructions Level 4 - Formats and Records

  18. 5. Management Responsibility • Management Commitment • Establish quality policy • Establish quality objectives • Conduct management review • Ensure availability of resources • Customer Focus • Customer requirements are determined, understood and met in order to enhance customer satisfaction

  19. 5. Management Responsibility • Quality Policy • Frame appropriate quality policy • state commitment to complying with requirement and continual improvement. • Frame work for quality objectives • Must be communicated and understood by the employees.

  20. Example Quality Policy We are committed to total customer satisfaction in terms of Quality, Cost, Delivery and Services. We aim to excel in this by adopting Quality Systems and Continual Improvement at all functional levels of the organization Date :01.01.2011 Managing Director Rev:00

  21. 5. Management Responsibility • Planning • Establishment of quality objectives • Consistent with the quality policy • At all functions and different levels • Objectives to be measurable (SMART)

  22. 5. Management Responsibility • Responsibility, authority & communication. • Responsibility, authorities to be defined and communicated • Appoint a management representative (MR) • to ensure effective implementation & maintenance of QMS • Senior executive • Internal communication- regarding effectiveness of the QMS

  23. 5. Management Responsibility • Management Review • Reviewed at planned intervals • To ensure continued suitability, adequacy and effectiveness • Specific inputs- previous reviews, results of audits, customer feedback, process performance, quality objectives and policy, recommendations for improvements. • Specific out puts- actions, recommendations,

  24. 6. Resource Management • Provision of resources: • Provide adequate resources to ensure implementation, Maintain & continual improve QMS • Enhance customer satisfaction

  25. 6. Resource Management • Human resources: • Human resources shall be based on education, training, skill & experience • Competence needs to be determined and reviewed regularly. • Impart training as required • Effectiveness of training and further actions.

  26. 6. Resource Management • Infrastructure: • Identify, provide and maintain required infrastructures • Premises • Work space • Hardware • Software • Equipments (Multimedia eqpts) • Supporting service transport, communication

  27. 6. Resource Management • Work Environment: • The required human & physical factors of the work environment needed to be determined and managed. • To ensure conforming service • Light, Sound/Noise, Temperature, Cleanliness, Vibration, Hygiene etc

  28. 7. Product/service realization • Planning: • Organization shall plan and develop the processes required for providing various types of services • The processes shall be consistent with the other processes of QMS • Require verification, validation, measurements, acceptance criteria needs to be established.

  29. 7. Product/service realization • Customer related processes: • The customer requirements –specified/implied requirements shall be determined. • These requirements to be reviewed prior to commitment to provide the same • Ensure adequate customer communications are established regarding service information (enquiries, amendments and feed back)

  30. 7. Product/Service realization • Design and Development: Exclusion possible in certain cases • Design and development planning • Design and development inputs • Design and development outputs • Design and development review • Design and development verification • Design and development validation • Control Design and development changes

  31. 7. Product/Service realization • Purchasing: • Purchasing process • Selection, extent of control of suppliers • The effect of purchased product on service realization to be considered • Selection and evaluation shall be based on their ability to meet the requirements • Purchasing information to be clear • Verification of purchased product to be done (as applicable)

  32. 7. Product/Service realization • Production & Service provision: • Service to be delivered under controlled conditions (appropriate information, work instructions, suitable equipments) • Service to be traceable at every stage of activity. • Customer property to be identified and protected. • Original documents • Other information • Ensure proper maintenance (preservation) of service through out the realization.

  33. 7. Product/Service realization • Control of monitoring and measuring equipment: • Ensure verify/check all the measuring equipments to maintain them in good condition. • Calibration as necessary Note:-Applicability of this section needs to be looked into.

  34. 7. Measurement, Analysis, Improvement • General: • The Library shall plan and implement monitoring and analysis process • To determine conformity of the service and QMS for continual improvements. • Use of suitable statistical techniques.

  35. 7. Measurement, analysis, improvement • Monitoring and Measurement: • Customer satisfaction: • Customer perception regarding meeting of their requirements. • Methods to be determined for obtaining and use of information. • Methods like Survey, Feed back forms, complaints, third party assessments, etc.

  36. 7. Measurement, analysis, improvement • Monitoring and Measurement: • Internal Audits • Conduct at Planned intervals • Conformance to planned arrangements • Effectively implemented and maintained. • Audit scope, criteria, frequency to be defined • Select independent auditor (auditor shall not audit their own work) • Documented procedure to ensure responsibility, planning, conducting and reporting of audit results. • Ensure actions without undue delay to eliminate the cause of non conformity.

  37. 7. Measurement, analysis, improvement • Monitoring and Measurement: • Monitoring and measurement of processes • Apply suitable methods for monitoring • Methods should demonstrate ability of the processes to achieve planned results • Monitoring and measurement of product/service • Monitor and measure characteristic of service. • Carried out at appropriate stages • Evidence of conformity to be made available • All planned arrangements to be completed, then release service.

  38. 7. Measurement, analysis, improvement • Monitoring and Measurement: • Control of non-conforming service. • The service provided when not conforming to requirements shall be identified and controlled to prevent unintended use. • Analysis of data: • Collect appropriate data • Analyze to demonstrate suitability and effectiveness of QMS • Use for continual improvement • Provide information relating to customer satisfaction and conformance to service provision.

  39. 7. Measurement, analysis, improvement • Monitoring and Measurement: • Improvement • Use of quality policy, quality objectives, internal audits, analysis, corrective and preventive actions. • Corrective action • Appropriate corrective action shall be taken where necessary to resolve non-conformance and prevent recurrence. • Preventive action • Appropriate corrective action shall be taken to prevent potential nonconformance occurring

  40. What is intent of ISO • It is not just conformance • It is about performance. • it is more of preventive in nature • ISO tells what to do- How to do is the creativity of the organization.

  41. Challenges for ISO for Library • Resistance from employees • Lack of funds • Load of obligations • Scarcity of time and commitment • Difficulty in interpreting the standard requirements

  42. Benefits from ISO for Library • Standardizes work processes • Improves documentation procedure • Facilitates data gathering for management • Defines responsibilities clearly • Promotes the dynamics of continual improvements • Provides management transparency • Acts as a catalyst for organizational change

  43. Benefits of ISO for Library • Increase in user satisfaction • Improves operational efficiency • Creates improved understanding between the library and its customers • Improves integration of the library within the university • Improves communication within the library • Improves the attitude of the staff • Improves staff management

  44. Benefits of ISO for Library • External benefits • Improving the institutional leader ship • Public image • A good promotional tool • Prestige and Credibility

  45. Some survey facts (Source MORI/SGS-ICS) • 83 % realised improved management control • 82% realised improved customer satisfaction • 62% said it improved ability to win work • 61% stated a more motivated work force • 60% realized improved productivity • 60% saw reduced wastes • 52% stated it improved marketing • 50% had reduced costs. • 49% realised increased market share.

  46. What is required ! Atti+ude !

  47. THANKS FOR PATIENCE HEARING !!

  48. Questions if any ?

  49. Contact for further details K.B.VENKATESHWARA, B.Sc,M.com Lead Auditor and Consultant ISO 9001-QUALITY MANAGEMENT SYSTEMS. ISO 14001-ENVIRONMENTAL MANAGEMENT SYSTEM ISO 22000-FOOD SAFETY MANAGEMENT SYSTEMS ISO 18001- OCCUPATIONAL HEALTH AND SAFETY SYSTEM. ISO 27001- INFORMATION SECURITY MANAGEMENT SYSTEM (IMPLEMENTATION) GROWUP INC CONSULTANCY SERVICES 924,8TH MAIN, GOKULUM 3RD STAGE, MYSORE-570 002. PH: 9448361612 Email: kbvee@rediffmail.com

More Related