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Lessons Learned: Implementing ISO9001:2000 in an IT Service Organization

Lessons Learned: Implementing ISO9001:2000 in an IT Service Organization. National Laboratories Information Technology Summit May/June 2009 Cynthia Caton, Service Manager Computing Support Services (CSS) at Sandia National Laboratories.

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Lessons Learned: Implementing ISO9001:2000 in an IT Service Organization

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  1. Lessons Learned: Implementing ISO9001:2000 in an IT Service Organization National Laboratories Information Technology Summit May/June 2009 Cynthia Caton, Service Manager Computing Support Services (CSS) at Sandia National Laboratories Sandia is a multiprogram laboratory operated by Sandia Corporation, a Lockheed Martin Company,for the United States Department of Energy’s National Nuclear Security Administration under contract DE-AC04-94AL85000.

  2. Computing Support Services Supporting Sandia’s desktop computing* environment and user community 12,000 desktop computing customers More than 43,000 computing devices Support staff 97% of CSS staff members are in Albuquerque 3% are in California 95% participate in Production/Service activities 5% participate in Administrative activities Our Organizational Landscape * The term “desktop computing” refers inclusively to desktop systems, laptops, Blackberries and PDAs, thin client computing systems, and servers.

  3. Our Certified “Virtual” Organization Computing Support Services (CSS) Lessons Learned #1 Take time to define your “organization.”

  4. Our ISO Certification Journey • FY03 – Feasibility Study • July 2003 - Presented Management Briefing; recommend using ISO9000 as a framework for continual improvement • FY04 – Milestone and Team formation • Sept 2004 - Implementation Plan Completed • FY06 – Decision: compliance to certification (Feb 2006) • Mar 2007 - ISO9001:2000 certified

  5. Getting Started What are some things I should do to get started?

  6. Lessons Learned #2 Have full management buy-in at the very beginning and throughout the development. Top Management Management Rep Line Management Get Management Involvement Management must … • fully understand the applicable QMS concepts • be convinced of the benefits of the QMS to the organization • drive the implementation effort • handle change management • communicate clearly, early, & often about the QMS development effort

  7. Lessons Learned #3 Get people involved early on in the development to better manage change. Lessons Learned #4 Have a plan to train everyone early on; even new hires! Get People on Board! It’s important to … • get staff on board right away • to have a Communication Plan that includes categories such as awareness, training, and marketing • avoid abstract and theoretical language and “ISO-speak” • provide real life, applicable examples in your training based on your audience

  8. Establish Your Team • Team composition • Team dynamics • Resource commitment • Team Charter Lessons Learned #5 Be aware that you need representation from a variety of work styles when forming your team.

  9. Lessons Learned #6 Involve people to help that have knowledge & previous experience in ISO implementation. Reach Out for Help! Try not to invent your QMS on your own: • What worked for others? • Are there tools already in place you can use? • Can you perform a Gap Analysis? • Is education available to bring you up to speed? • Can you hire consulting services?

  10. Lessons Learned #7 Follow formal project management principles. Revisit your plan often! You will be asked “when will you be done?” Have a Project Plan • Business Case • Implementation Plan with Roadmap • Timelines • Work Breakdown Structures

  11. During Implementation What are some things I should do along the way?

  12. Start with developing and implementing the ISO “toolset,” in particular the QMS processes. Lessons Learned #8 Use your developed QMS processes as you formalize your business processes. QMS Processes and Business ProcessesAFine Balance • Documentation Control • Records Management • Internal Audit • Control of Nonconformities • Corrective Action • Preventive Action • Quality Manual • Quality Policy • Quality Objectives

  13. Lessons Learned #9 Establish and Maintain Credibility! Establish and Maintain Credibility • Communicate, communicate, and then communicate! • Advocates for ISO • To comply or to certify? • Hire an outsider

  14. Lessons Learned #10 Make forward progress! MakeProgress • Establish clear deliverables with timeframes • Form sub-teams • Make decisions and stick to them • Manage meetings • Manage the team • Manage the project (SharePoint)

  15. Cliché Tips • Don’t try to eat the elephant whole! • Manage and track your progress. • Do a Lesson Learned session when done. • Do celebrate your success! • Enjoy the project!

  16. Questions? Thank You!

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