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ISO IMPLEMENTATION - A CASE STUDY

ISO IMPLEMENTATION - A CASE STUDY. V.P. Gupta, Principal Chief Engineer (Electrical) Bharat Sanchar Nigam Limited, Chennai. INTRODUCTION. ISO 9001 : 2000 Certificate was awarded by STQC Directorate on 21.06.2004 and valid up to 20.06.2007 for the Electrical Wing, Tamilnadu.

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ISO IMPLEMENTATION - A CASE STUDY

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  1. ISO IMPLEMENTATION - A CASE STUDY V.P. Gupta, Principal Chief Engineer (Electrical) Bharat Sanchar Nigam Limited, Chennai

  2. INTRODUCTION • ISO 9001 : 2000 Certificate was awarded by STQC Directorate on 21.06.2004 and valid up to 20.06.2007 for the Electrical Wing, Tamilnadu. • For re-certification, External Audit completed in June, 2007.

  3. Planning, Designing, Procuring, Installation, Monitoring, Energy Auditing, Operation and Maintenance of Electrical, Airconditioning and other Electro-mechanical Services for BSNL, Telecom, Admn Building and Staff Quarters. SCOOPE OF CERTIFICATION

  4. ISO9001-2000: SCOPE Applicable to all organizations for • demonstration of its ability to consistently provide product that meet customer and applicable regulatory requirements • aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement and the assurance of conformity to customer and applicable regulatory requirements

  5. ISO9001-2000: APPLICATION • Apply all requirements • Exclude only those requirements that • neither affect ability to comply with customer/regulatory requirements • nor absolve the organization of its responsibility to comply with customer/regulatory requirements • Exclusions are limited to Clause 7 only • Exclusions due to • nature of organisation • nature of product

  6. ISO9001-2000: TERMS & DEFINITIONS • As given in ISO 9000:2000 • Product -Result of a process • Continual Improvement • part of the quality management system focussed on increasing the effectiveness of organization to fulfil quality policy and quality objectives, on an ongoing basis • Supply Chain Supplier Organization Customer

  7. ISO9001-2000: STRUCTURE 1. Scope 2. Normative Reference 3. Terms & Definitions 4. Quality Management System 5. Management Responsibility 6. Resource Management 7. Product Realization Processes 8. Measurement, Analysis & Improvement General Requirements Documentation Requirements General Quality Manual Control of Documents Control of Records

  8. ISO9001-2000: STRUCTURE 1. Scope 2. Normative Reference 3. Terms & Definitions 4. Quality Management System 5. Management Responsibility 6. Resource Management 7. Product Realization Processes 8. Measurement, Analysis & Improvement Management Commitment Customer Focus Quality Policy Planning Responsibility,authority & communication Management Review

  9. ISO9001-2000: STRUCTURE 1. Scope 2. Normative Reference 3. Terms & Definitions 4. Quality Management System 5. Management Responsibility 6. Resource Management 7. Product Realization Processes 8. Measurement, Analysis & Improvement Provision of Resources Human Resources Infrastructure Work Environment

  10. ISO9001-2000: STRUCTURE 1. Scope 2. Normative Reference 3. Terms & Definitions 4. Quality Management System 5. Management Responsibility 6. Resource Management 7. Product Realization Processes 8. Measurement, Analysis & Improvement Planning of Product realisation Customer Related Processes Design and Development Purchasing Production & Service provision Control of Measurement and Monitoring Devices

  11. ISO9001-2000: STRUCTURE 1. Scope 2. Normative Reference 3. Terms & Definitions 4. Quality Management System 5. Management Responsibility 6. Resource Management 7. Product Realization Processes 8. Measurement, Analysis & Improvement General Measurement & Monitoring Customer Satisfaction Internal Audits Processes Products Control of Nonconforming product Analysis of Data Improvement Continual Improvement Corrective Actions Preventive Actions

  12. PDCA (PLAN – DO – CHECK - ACT) PLAN Establish the objectives and processes to deliver results in accordance with the customer requirements and the organisation DO Implement the process CHECK Monitor and measure process and product against policies, objectives and requirements for the product and report the results. ACT Take action to continually improve process performance.

  13. TERMS AND DEFINITIONS PRODUCT OR SERVICE SUPPLIER (OUTSOURCING) ORGANISATION CUSTOMERS (END USERS) REGULATORY AUTHORITY

  14. ISO AWARENESS • Management Meetings. • Training at ALTTC • Quality Policy and Quality Objectives • Quality Manual and Procedure Manual • Review of QMS

  15. S a t I s f a c t t I o n THE PROCESS MODEL Continual Improvement of the Quality Management System C u s t o m e r C u s t o m e r Management Responsibility R e q u I r e m e n t Resource Management Measurement Analysis and Improvement Product Realization Product

  16. TYPE OF DOCUMENTS • QUALITY MANUAL • PROCEDURES • PROCESS DOCUMENTS • QUALITY PLANS • WORK INSTRUCTIONS • TECHNICAL DATA • SPECIFIATIONS/ NORMS • FORMS • TECHNICAL PRODUCT DOCUMENTS • DOCUMENTS OF EXTERNAL ORIGIN

  17. PURPOSE OF DOCUMENTS TO SPELL OUT REQUIREMENTS (QUALITY MANUAL, PROCEDURES, WORK INSTRUCTIONS, QUALITY PLANS ETC.) PURPOSE OF RECORDS (RECORDS, DATA, REPORTS, MINUTES, AUDITS ETC.

  18. NEED OF DOCUMENTS • REFERENCE FOR IMPLEMENTATION, EVALUATION OF QMS I/C IMPROVEMENTS • ENSURES FORMALITY • BRINGS TRANSPARENCY WITHIN ORGANISATION, WITH CUSTOMERS AND CERTIFICATION BODIES • ENSURES COMMON UNDERSTANDING • USEFUL TOOL FOR TRAINING

  19. ISO DOCUMENTATION • Quality Manual and Procedures Manual are mandatory documents. They have been revised before re- Certification. • Present Issue No.4 dated 28.4.2007 for both. • MIS reports, Customer (SSA/ Admn. Unit office) feedback reports, Internal Quality Audit System, Meetings with Suppliers and their assessment reports for continual improvement.

  20. ISO DOCUMENTATION contd. • Regulatory Requirements Master List of Documents Structure Changes: - New structure of the standards should not oblige organisations to change their system documentation to match the structure of the standards. - System documentation is unique to each organisation.

  21. ISO DOCUMENTATION contd. Master List of Documents 1. Quality Manual (Issue 4 dt. 28.04.2007) 2. Procedures Manual (Issue 4, 28.04.2007)) 3. Indian Standard for QMS (Revision 2) 4. Electromechanical Works Handbook (Issue dt. 30 Aug) 5. Fire Protection Manual (Issue dt. 22.11.97) 6. Guidelines for NIT preparation and Tender evaluation (Issue dt. 21.12.98) 7. Guidelines for designing EI&Fans schemes for Telecom bldg (Dt. 7.12.98) 8. Works Instructions, Forms and Checklist (Issue dt. 1.7.02) 9. Duties and resp. of Officers and staff of Electrical Wing (Issue dt. 1.7.02) 10. CPWD Work Manual 11. DSR Electrical (Int) 12. DSR Electrical (Ext) 13. CPWD/BSNL Forms 6 and 8 14. Indian Electricity Rules 15. Energy Conservation Act (2001) 16. Pollution Control Act (2000)

  22. ISO REVIEW AND FEEDBACK • Three levels of Management meetings - in o/o 1. PCE(E) 2. SE(E) 3. EE(E) - Recorded and Documented. • MIS reports/Execution Process Report 1. For original works 2. For mtce. Works 3. For Energy Conservation - Ensure works are carried out as per Quality Objectives and Quality Policy.

  23. ISO REVIEW AND FEEDBACK contd. • Customer feedback and meeting with customers • Suppliers feedback and meeting with suppliers. • Internal Quality Audit/External Quality Audit • Circulars and Guidelines • Feedback on items such as days to day points and Work Instructions and Check lists.

  24. QUALITY MANUAL IMPORTANT ITEMS

  25. QUALITY MANUAL • The Quality Manual is the 1st most important document for the Q.M.S. • It is a controlled document and all the members of the Top management committee are provided with the original copy of this document.

  26. VISION The Tamilnadu Electrical Wing is committed to provide world class Electro-Mechanical Services to its Customers with devotion and dedication to ensure exceptional degree of dependability in the services rendered.

  27. MISSION • Customer Satisfaction, Quality of Service, Cost Consciousness and Conservation of Energy.

  28. Original Works: BSNL, Electrical Wing, Tamilnadu avows to provide World Class Electrical and Electromechanical Services to our Customers by Effectively deploying the infrastructure. QUALITY POLICY

  29. Maintenance Works: By way of Quality Maintenance, BSNL, Electrical Wing, Tamilnadu is committed to provide uninterrupted power supply and Air-conditioning Services to Telcom Exchanges. Quality Policy - Contd

  30. Energy Conservation: BSNL, Electrical Wing, Tamilnadu is committed to conserve energy in all its operations. We shall transform energy conservation into a strategic business goal and make it as a way of life. Quality Policy - Contd

  31. QUALITY OBJECTIVES Original works : To complete minimum 92% of the projects before the target date for start of installation work or along with Civil Works. To clear 85% of projects by Acceptance Testing in their first test itself.

  32. QUALITY OBJECTIVES contd. Maintenance Works To attend at least 80% of faults within 24 hours for minor faults, within 7 days for major faults and within 15 days for obsolete items.

  33. QUALITY OBJECTIVES contd. • Energy Conservation: • Energy Auditing of • All buildings once in a year with connected load of >=500 KW. • One building per quarter per Sub-division with Substation or AC Plant of 30 Ton and above. • 6 Buildings per quarter per Sub-Division not covered in above.

  34. QUALITY OBJECTIVES contd. 3 Core Energy Management Group Meetings / Programmes for each SSA in a year Maintain the Power Factor above 0.95.

  35. EXECUTION PROCESS REPORT • REPORT FOR THE QUARTER OF ……………. • Following reports to be submitted by the SDEs as per Procedure Manual. • Completion of Original Works – Annx 9 • Maintenance Works – Annx 10 • Energy Conservation – Annx 11

  36. Customer Feedback from the SSAs to be submitted every year for the period ending December in the proforma as per Annx – 7 covering Original Electro-mechanical works Maintenace of Electro-mechanical installations Performance of Electrical Installations during its life time. Customer feedback

  37. PROCEDURES MANUAL IMPORTANT ITEMS

  38. PROCEDURES MANUAL • The Procedure Manual is the 2nd. most important document for the Q.M.S. • It is also a controlled document. All the members of the Top management committee are provided with the original copy of this document. • Our procedure manual contains 11 procedures. Out of 8 procedures nos. 1 to 6 are mandatory as per the ISO 9001-2000 Standard. • The procedure nos. 7&11 are additional procedures as per the requirements of the Organization.

  39. PROCEDURES MANUAL contd. It contains following procedures 1. Procedure for Control of Documents (PR1) 2 Procedure for Quality Records (PR2) 3. Procedure for Internal Audit (PR3) 4Procedure for Control of non conforming product (PR4) 5Procedure for Corrective Action (PR5) 6. Procedure for Preventive Action (PR6) 7. Procedure for Maintaining Stores (PR7) 8. Procedure for Customer Feedback (PR8) 9. Procedure for Execution Process Report 10. Procedure for MRC Meeting 11. Procedure for Planning and Control of Works.

  40. PROCESS APPROACH FOR QMS Based on the presented Process Approach we have made specific flow diagrams for original and Maintenance works. Annx – 15 of PM

  41. Why do we need QMS ? In today’s competitive environment, it is not quality at any cost. Instead, it is quality at competitive cost. In this context, QMS provides the right frame-work for organisations to harness their capabilities & direct the efforts to achieve the intended business results & serve as a basis for long term growth & survival. Establishment of QMS is commensurate with the benefit, cost & risk considerations of an organisation

  42. Quality Management Principles • Customer - focused organization • Leadership • Involvement of people • Process approach • System approach to management • Continual improvement • Factual approach to decision making • Mutually beneficial supplier relationship

  43. Quality management principles Customer - Focused Organization Organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations.

  44. Quality management principles Leadership Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization´s objectives.

  45. Quality management principles Involvement of People People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization´s benefit.

  46. Quality management principles Process Approach A desired result is achieved more efficiently when related resources and activities are managed as a process.

  47. Quality management principles System Approach to Management Identifying, understanding and managing a system of interrelated processes for a given objective improves the organization´s effectiveness and efficiency.

  48. Quality management principles Continual Improvement Continual improvement should be a permanent objective of the organization.

  49. Quality management principles Factual approach to decision making. Effective decisions are based on the analysis of data and information.

  50. Quality management principles Mutually beneficial supplier relationships An organization and its suppliers are interdependent, and a mutually beneficial relationship enhances the ability of both to create value.

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