1 / 31

Outline Background Introduction Risk based thinking and customer engagement

RISK BASED THINKING WITH EMPHASIS ON CUSTOMER ENGAGEMENT AND SATISFATION – A new dawn of ISO/IEC 17025:2017 or SANS 17025:2018 Mxolisi Dlamini & Gugulethu Zwane Rand Water Indaba Auditorium 17 April 2019. Outline Background Introduction Risk based thinking and customer engagement

dbradley
Download Presentation

Outline Background Introduction Risk based thinking and customer engagement

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. RISK BASED THINKING WITH EMPHASIS ON CUSTOMER ENGAGEMENT AND SATISFATION – A new dawn of ISO/IEC 17025:2017 or SANS 17025:2018 Mxolisi Dlamini & Gugulethu Zwane Rand Water Indaba Auditorium 17 April 2019

  2. Outline • Background • Introduction • Risk based thinking and customer engagement • Our Journey - SANS 17025:2018 standard • Conclusion 5. Questions and Answers I

  3. Background I • RWAS consist of four laboratories • Has just above 60 people in its employ • It services Rand Water and external customers

  4. Background Laboratory Skill Business system (LIMS) Technology CUSTOMER ENGAGEMENT

  5. Introduction The supply of drinking water for human consumption is guided world-wide by legislative requirements including water quality monitoring of selected variables.

  6. Introduction In SA, the constitution guarantees the right to sufficient water, and the Government is a custodian of all water resources.

  7. Introduction Through Water Services act 108 of 1997 the government recognizes the rights of access to basic water supply and basic sanitation necessary to ensure sufficient water and an environment not harmful to health or well-being RISK FACTOR

  8. Introduction In achieving the set mandates, water services authorities and, in some cases, in conjunction with water services providers ensures that the above mandate is attained. Water Services authorities i.e. Municipalities Water Services authorities eg. Water boards

  9. Introduction The provision of water services are regulated by SANS 241:2015 to ensure potable water quality (i.e. removal of harmful contaminants).

  10. Introduction Treatment works (WTW & WWTW) play a crucial role in removing harmful contaminants; whereas, laboratories generate all necessary water quality data and information related to contaminants of interest.

  11. Introduction Laboratory processes are regulated by ISO/IEC 17025:2017 or SANS 17025:2018 to ensure credibility and reliability of data produced.

  12. Aim To share our experiences and journey in achieving compliance: • Revised ISO 17025:2017 • Its risk approach & impact on customer engagement and satisfaction

  13. RISK BASED THINKING ISO 9001:2015  ISO 17025:2017 (Alignment) Risk is the effect of uncertainty on expected results RISK – minor or catastrophic • Risks associated with reported laboratory data and results Risk based thinking means considering all possible risks qualitatively and quantitatively on all processes and activities involved in generating laboratory data Facilitates improvement and identification of new opportunities PDCA cycle

  14. ISO 2005 vs 2017 • Revised ISO 17025:2005 to ISO 17025:2017 Two Requirements  Five requirements • Technical General • Management Structure • 1 Resources Process (customers, decision rules etc..) • 1 Management

  15. OUR JOURNEY Practical applications

  16. Gap Anlysis ISO 17025:2017 or SANS 17025:2018 Our journey • July – August 2018 – Preparation Weekly progress meeting (Sectional)

  17. Gap Anlysis ISO 17025:2017 or SANS 17025:2018 Our journey • July – August 2018 – Preparation Weekly progress meeting (Sectional)

  18. ISO 17025:2017 or SANS 17025:2018 Our journey Clause 4 - General requirements • Impartiality and confidentiality

  19. ISO 17025:2017 or SANS 17025:2018 Our journey Clause - 5 Structural requirements • Laboratory is a legal entity and responsible for its activities • Specify responsibility, authority on roles and their interrelationships

  20. ISO 17025:2017 or SANS 17025:2018 Our journey Clause 6 - Resource requirements • Personnel, Facility and Environment Conditions, Equipment

  21. ISO 17025:2017 or SANS 17025:2018 Our journey Clause 6 - Resource requirements • Metrological Traceability

  22. ISO 17025:2017 or SANS 17025:2018 Our journey Clause 7 - Process requirements • Customer engagements - Handling & management of customer complaints

  23. ISO 17025:2017 or SANS 17025:2018 Our journey Clause 7 - Process requirements • Customer engagements - Acknowledgments of deviations

  24. ISO 17025:2017 or SANS 17025:2018 Our journey Clause 8 - Management systems requirements • Two options A & B

  25. ISO 17025:2017 or SANS 17025:2018 Our journey Clause 8 - Management systems requirements • Two options A & B

  26. DECISION RULE

  27. No. 7. Process requirements – 7.1 Review of request and contracts • Clause 7.1.3 customer requirements for compliance to the standard specifications “decision rules shall be clearly defined” Note: RW is currently in an conceptual phase on how to model decision rules…. • Decision rules are constructed around the acceptability or otherwise • Risk associated with reporting of results for compliance purposes to various standards or specifications. • Risk associated with making an incorrect decision regarding the acceptability or otherwise

  28. SPEC G-Band

  29. Key points of note about ISO17025:2017 • Emphasis on improving customer engagement and satisfaction • Its geared in reducing risks associated with the production of analytical data • Laboratory focus more on process improvement

  30. CONCLUSION • The standards has provided a platform for rigorous engagement with customers and this has resulted in better understanding of their defined requirements thus giving more confidence on the results produced. Internally, this risk based approach has allowed us to prevent potential risks from surfacing.

More Related