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EMQM5103
MAY SEMESTER 2011
PROJECT QUALITY MANAGEMENT (EMQM5103)
ASSIGNMENT
LECTURER
DR. HARIKRISHNAN KANTHEN
STUDENT
SYAHRIFENDI LUKMANILHAKIM
MASTERS IN PROJECT MANAGEMENT
CGS00560517
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TABLE OF CONTENTS PAGE
Introduction 3
Literature Survey 4
Steps & Plans
Phase 1: Foundation & Planning 6
Phase 2: System Design & Documentation 8
Phase 3: Implementation 16
Phase 4: Certification 18
Problem Analysis & Solutions 20
Summary 22
Reference 23
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INTRODUCTION
ISO 9001:2008 is the international standard for Quality Management System (QMS). It
provides the organization with a set of principles that ensure a common sense approach to the
management business activities to consistently achieve customer satisfaction. It can help the
organization business achieve standards of quality that are recognized and respected
throughout the world. By implementing ISO 9001:2008, the organization may benefits many
factors contributing to the growth and success of the business. For example, customer
satisfaction can be achieved when products are delivered consistently in meeting the desired
requirements. The organization can also reduce its operating costs by continually improving
processes that results in operational efficiencies. The ISO certification also will prove the
organization business credentials through independent verification against recognized
standards.
In this report “Maxis Network Engineering Operation (NEO)” is an organization division in
Maxis Communication Berhad which will be acquiring the ISO certification and elaborated in
details the necessary steps and plans to undertake in preparation towards the quality audit
exercise. The report also will highlight and anticipate the problem arises during initial and
implementation of the ISO certification including the solutions for corrective measures.
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LITERATURE SURVEY
This report is prepared by referring to the International Standards Organization’s 9001
Guideline. By referring to the guidelines provided by the ISO official website, it enables
us to write this report and all the steps needed to acquire the certification for Maxis NEO.
Apart from the official website, we also use other web links that provide more in depth
information on how to create quality manual templates and to find the suitable ISO
registrar for this organization to engage. Below is the websites list for reference purposes.
WEBSITES REMARKS
http://www.iso.org/iso/home.htmlGeneral information on what is an ISO standard
http://www.nqa.com/en/atozservices/what-is-iso-9001.asp FAQ on ISO 9001:2008
http://www.iso-quality-manual.com/ ISO Quality Manual Templates
http://www.askartsolutions.com/certificationtips.html FAQ on ISO Registrar
http://www.9001resource.com/iso_9001_iso_9000/iso_9001_registration/ FAQ on Selecting a Registrar
Table 1: List of Websites used for Literature Survey
.
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STEPS AND PLANS
Maxis Network Engineering and Operation (NEO) are responsible to the highest quality
service based on high quality management. Maxis NEO focuses on plan, develop, implement,
operate and maintain the telecommunication network to deliver information, communication
and entertainment services. In order to prepare the company towards achieving the ISO
9001:2008 for Quality Management System (QMS), there are several steps and procedures
that must be followed and implemented before engaging the third party quality audit. In this
report, there will be 5 phases to be performed as shown below:
PHASE 1 – FOUNDATION AND PLANNING
PHASE 2 – SYSTEM DESIGN AND DOCUMENTATION
PHASE 3 – IMPLEMENTATION
PHASE 4 - CERTIFICATION
As the project quality manager for this division, it is his responsibility to drive and prepare
the company for the necessary procedures. Each phases will be explain in detail later in the
report.
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PHASE 1 – FOUNDATION AND PLANNING
Consultant
The first step in planning is to appoint an external consultant to guide and assist during ISO
certification process. Since this is the first time the company is acquiring the ISO standard,
we are suggesting hiring an external consultant who is more knowledgeable and experience.
The objective is, the consultant can provide advice and evaluation on the organization
preparation i.e. documentation, process and training. The consultant also will provide
services such as preparing custom forms or templates for the organization work process. This
evaluation and guidance is essential for the company to amend what needs to be added and
required for the certification process.
Steering Committee
A steering committee must be initiated to monitor the certification process and provide
updates to the whole organization on what is the current status. We are suggesting that each
department to send a representative assigned specifically for this certification process. The
representative must provide all the necessary information in order to identify any gap in their
work process. The objective of this committee is to update and tracked the progress for each
department representative to inform the rest of the organization staff. The committee also
serve as providing awareness to the organization staff on what ISO is all about. By doing so,
each staff will know why the company is acquiring the ISO and what are the benefits that the
staff will gain by participating in the certification process.
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Awareness and Training
Maxis NEO are required to provide awareness campaign to all the personnel. This can be
done by organizing an ISO campaign across the organization by providing general knowledge
of ISO standards. By doing this, each personnel will be notified properly on the objective of
the ISO certification process, why the company needs to have the ISO standards and the
advantages to the staff. Maxis NEO also needs to conduct training to personnel who job
responsibilities are directly related to the ISO standards. By sending the staff for ISO training,
they will attain knowledge to become an internal auditor. The training in return will benefit
the company during and before the real certification audit.
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PHASE 2 – SYSTEM DESIGN AND DOCUMENTATION
DEVELOPMENT OF QUALITY MANAGEMENT SYSTEM HIERARCHY
Quality Management System (QMS) Hierarchy
The Quality Management System structure for Maxis NEO is proposed as shown in Figure 1.
Figure 1: NEO Quality Management System Hierarchy
Quality Manual
The quality manual describes the procedures of the Maxis network Engineering and
Operations Division (Maxis NEO)
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Process Management System (PMS)
These are flow charts which delineate the operations of the Maxis NEO, and which form the
basis for the description of activities set out in the Process Operating Systems (POS).
Process Operating System (POS)
These are written statements defining specific details of who, what, when, where and how
particular operations of the Maxis NEO Procedures are to be carried out.
Work Instructions
A detailed document describing specific activities and tasks within the organization.
Specifications
Document which describe the technical details of the hardware, software, site configuration,
technical reports or design used as document reference.
Guidelines
Document which describe the technical guidelines used by the departments in Maxis NEO.
Equipment supplier’s Manuals
These are documents supplied by the manufacturer containing procedures, instructions and
technical information relating to the operation and maintenance of their equipment. These
documents will be updated by suppliers.
Reference Manuals
These are documents supplied by manufacturers or purchased from a third party. This may
include the statutory or regulatory standards or guidelines from related statutory bodies. This
document will not be updated, but replaced when superseded.
Site Handover Files
Document which describe the technical details of the hardware, software, site configuration,
technical reports or design for the project or site that has completed and handover from
Vendor or/and Engineering to Operations. It can be in a form of hardcopies or softcopies.
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DEVELOPMENY OF ACTION PLAN
Responsibility, Authority and Communication
The Maxis NEO Management must defined and communicated the responsibilities and
authorities in the following documents:
a) Organisation Chart
b) Job Profile
c) Performance Evaluation
d) Limit of Authority (LOA)
Job Profile and Performance Evaluation are developed and maintained in accordance to the
Human Resource Department policies and procedures. The Job Profile defines the specific
area of responsibilities and authorities for the position. Within each position, there is further
definition of responsibilities for each of the given staff. This is either accounted for in the
objectives or specific process documentation. Staffs shall update their Job Profile as and
when there is a change. The Performance Evaluation lays-out short term responsibilities for
achieving specified results. Performance Evaluation is conducted and reviewed formally at
least once a year and may be amended at other times, if needed. Performance of staff against
their Objectives is used as criteria in the Performance Evaluation process. Authority for the
operations of the telecommunications network is delegated throughoutNEO and is described
and documented in Maxis Limit of Authority (LOA).
Quality Policy
Maxis NEO must ensure that this policy is transmitted to and understood at all levels within
the division. The quality policy shall be reviewed when necessary to ensure its suitability to
the business environment, requirements defined and management direction when necessary.
Maxis NEO is committed to comply with the requirements established and defined, Maxis
Quality is the way we do business.
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We are committed to creating an environment of total quality by employing five simple
principles:
Manage based on facts.
Anticipate customer needs.
eXceed customer expectations.
Improve our processes continuously.
Succeed through the creative contribution of our people.
Quality Objective
Maxis NEO operates towards the following general objectives, to:
a) Provide a competitive mobile network for customers.
b) Improve the response to customer needs.
c) Develop employee’s skills and abilities through formal and informal learning and
broadening experiences.
d) Measure key quality indicators and demonstrate continual improvement.
e) Incorporate the latest standards and directions for Quality Management.
DEVELOPMENT OF QUALITY MANUAL AND MANDATORY DOCUMENTED
PROCEDURES
Quality Manual
The quality manual describes the Quality Management System (QMS) in Maxis NEO and is
permanent reference in implementing and maintaining the system. Its sets out the principles
and processes by which the Maxis NEO division establishes, implements, continually reviews
the processes and procedures to ensure that the Maxis NEO fulfils all its responsibilities with
consistent high quality results.
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Maxis NEO shall established and maintain a quality manual that includes:
a) The scope of the QMS, including details of and justification for any exclusions.
b) Documented procedures established as per NEO QMS Hierarchy.
c) Description of the interaction between the processes of the QMS.
MANDATORY DOCUMENTED PROCEDURES
1. Control Of Documents
Maxis NEO shall established and maintain documented procedure to define the controls
needed. All documents as stated in the NEO QMS Hierarchy (Figure 1) will be part of the
control of documents.
1. Control of Records
Maxis NEO shall establish and control the quality records as evidence of conformity to the
requirements of NEO QMS Hierarchy (Figure 1). The process owners shall define, maintain
and control related records in a form of hardcopies, softcopies or systems as defined by them.
2. Control of Nonconforming Product
Maxis NEO shall ensure that product which does not conform to product requirements is
identified and controlled to prevent its unintended use or delivery. Maxis NEO shall deal with
nonconforming product by one or more of the following ways:
a) By taking action to eliminate the detected nonconformity
b) By authorising its use, release or acceptance under concession by a relevant authority in
accordance to the procedures or the Limit of Authority
c) By taking action to preclude its original intended use or application
d) When nonconforming product is detected after delivery or use has started, Maxis
NEO shall take action appropriate to the effects, or potential effects, of the nonconformity
Nonconforming products in Maxis NEO shall be defined as follows:
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a) For Projects: Equipments or sites rejected due to deficiencies or nonconformities to
requirements.
b) For Operations & Maintenance: Equipments or sites being faulty or having reliability
issues.
4. Internal Quality Audit
Maxis NEO shall conduct internal audits at least once a year to determine whether the QMS :
a) Conforms to the planned arrangements, to the requirements of this International Standard
and to the QMS requirements established by Maxis NEO.
b) Is effectively implemented and maintained.
An Internal Quality Schedule shall be planned and prepared, taking into consideration the
status and importance of the processes and NEO department to be audited. The audit criteria,
scope, frequency and methods shall be defined. Selection of auditors and conduct of audits
shall ensure objectivity and impartiality of the audit process. Auditors shall not audit their
own work. Documented procedure established to define the responsibilities and requirements
for planning and conducting audits, establishing records and reporting results (Control of
Records).
The Head of Department responsible for the area being audited shall ensure that actions are
taken without undue delay to eliminate detected nonconformities and their causes. Follow-up
activities shall include the verification of the actions taken and the reporting of verification
results (Corrective Action).
5. Corrective Action
Maxis NEO shall take action to eliminate the causes of nonconformities in order to prevent
recurrence. Corrective actions shall be appropriate to the effects of the nonconformities
encountered. Documented procedures shall be established to define requirements for:
a) Reviewing nonconformities (including customer complaints)
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b) Determining the causes of nonconformities
c) Evaluating the need for action to ensure that nonconformities do not recur
d) Determining and implementing action needed
e) Records of the results of action taken (Control of Records)
f) Reviewing the effectiveness of the corrective action taken
6. Preventive Action
Maxis NEO shall determine action to eliminate the causes of potential nonconformities in
order to prevent their occurrence. Preventive actions shall be appropriate to the effects of the
potential problems.
A documented procedure shall be established to define requirements for:
a) Determining potential nonconformities and their causes
b) Evaluating the need for action to prevent occurrence of nonconformities
c) Determining and implementing action needed
d) Recording of results of action taken (Control of Records)
e) Reviewing the effectiveness of the preventive action taken
DEVELOPMENT OF WORK PROCESS
Maxis NEO must establish and maintains a set of processes to ensure that products and
services are defined, planned, verified, launched and delivered consistently with customer
expectation, quality objectives and any relevant statutory and regulatory standard. Below list
are the identified processes for Maxis NEO to develop and documented for the certification
process.
QMS 1 : END-TO-END 2G/3G NEW SITES ROLLOUT PROCESS
QMS 2 : PRODUCT SERVICE AND ENGINEERING (CORPORATE
CUSTOMER) END TO END PROCESS
QMS 3 : END TO END INTERCONNECT PROCESS
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QMS 4 : END TO END PROCESS FOR TRANSMISSION NETWORK
QMS 5 : END TO END CORE NETWORK ENGINEERING
QMS 6 : END TO END NEW BSC/PCU/XCDR ROLLOUT PROCESS
QMS 7 : BRINGING INTO SERVICE PROCESS
QMS 8 : CIRCUIT PROVISIONING
QMS 9 : NETWORK DATABASE CONFIGURATION MANAGEMENT
QMS 10 : PERFORMANCE OPTIMIZATION
QMS 11 : EXPANSION/MIGRATION/REPARENTING PROCEDURE
QMS 12 : END TO END FAULT & PERFORMANCE MANAGEMENT
QMS 13 ; PREVENTIVE MAINTENANCE
QMS 14 : PROVISIONING
QMS 15 : FIXED NETWORK PROVISIONING
QMS 16 : PLANNED EVENT MANAGEMENT
QMS 17 : USER CHANGE REQUEST
QMS 18 : END TO END 2G / 3G NEW SITE ROLLOUT PLANNING PROCESS
QMS 19 : SYSTEM SECURITY AND BUSINESS CONTINUITY
QMS 20 : GSM LAB AND TECHNICAL TEST LAB
QMS 21 : PROCUREMENT AND PAYMENT PROCEDURES
QMS22 : DECOMMISSIONING PROCEDURE
QMS23 : STORAGE AND CALIBRATION
QMS24 : TEST TOOL MANAGEMENT
QMS25 : APPARATUS ASSIGNMENT (AA)
QMS26 : SUPPLY CHAIN MANAGEMENT
QMS27 : VENDOR/CONTRACTOR PERFORMANCE PROCESS
QMS28 : VENDOR JOB APPROVALS AND VERIFICATION PROCESS
QMS29 : IP SECURITY PROCESS
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PHASE 3 - IMPLEMENTATION
Training
During the implementation process, Maxis-NEO must provide training to all the organization
staff. The training can be categorized into 3 stages:
General
Documentation
Certification readiness
General Training
In the earlier steps and plans explanation under Phase 1(pg 8), it is stated that Maxis NEO
must provide awareness campaign to all the staff. These training are required to support the
campaign and provide more detail information regarding the ISO certification. The objective
of this training is to give full knowledge and understanding of the basic document control and
its importance.
Documentation Training
Staff personnel who are directly involved in using and maintaining control documents must
undergo training for them to acquire the skills in order to use the new documents standards.
The involved staff must be inform clearly on the consequences if disregarding the control
documents standards.
Certification Readiness
There are also ISO certification training provided by external parties, these training is also
important and must be considered also. By sending the staff to this training, it will prepare
them with the necessary knowledge on the correct certification process. It will also benefit
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the organization since the trained staff can organize a simulation ISO audit process prior to
the real ones. This can prepare the organization on any mistakes and process it might oversee
and find the solutions.
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PHASE 4 – CERTIFICATION
In this phase, the organization must be ready for the ISO certification audit. In preparation for
that there are several steps that need to be taken first. Below are the steps:
Simulation Run
Selection of Registrar
ISO Certification Audit
Simulation Run
Maxis NEO must implement the new quality management system in its daily process to at
least minimum 3 months. By doing so will prepare the staff and the organization for the real
certification process. This trial will highlight any corrections and enhancement that the
organization needs to amends according to the ISO recommendations. In phase 1, we have
highlighted that an external consultant must be hired to oversee the whole certification
process for the organization. This external consultant jobs is to review the ISO documents
and provide advice on any additional or removal process to prepare the readiness for the
organization certification process.
Selection of Registrar
The most important factor in choosing a ISO 9001:2008 Registrar is how well they can work
with the organization. This includes how well they know your industry, how much
experience they have with similar companies, and how well they communicate with the
organization and its employees.
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Interview 3 or more ISO 9001:2008 Registrars to get a good idea of the options available and
differences between ISO 9001:2008 Registrars. Currently there are many companies which
are base locally and international that can help the organization to be certified. In Malaysia
the most known body for ISO certification process is SIRIM and internationally there are
others such as UKAS (United Kingdom Accreditation Service) and Lloyd’s.
ISO Certification Audit
This is the final step for the organization to be certified for the quality management system
standard 9001:2008. This step determines if the organization has successfully documented
and implemented all of the requirements of the specified standard. This is accomplished via
an in-depth review of the quality manual and procedures and the confirmation of their
implementation. The audit also verifies conformance to the identified standard. The audit is
performed in accordance with the requirements of ISO 9001:2008. This audit will involve on-
site interviews, examinations of documents and records and observations to thoroughly
determine the implementation of the standard. Any nonconformity will be documented and
identified as major or minor nonconformities. A major nonconformity is the absence or total
breakdown of a system to meet a clause or sub-clause of a standard. A minor nonconformity
might be a procedure that is not comprehensive enough, a staff who did not follow the
procedure, or a lack of a required record. A major nonconformity requires a separate
successful re-audit of the applicable clause or sub clause before the organization can be
certified. A minor nonconformity will generally be addressed by submitting a response to the
ISO auditor before the organization can be certified.
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PROBLEM ANALYSIS AND SOLUTIONS
As the project quality manager, it is my duty and responsibility to anticipate and identify the
problems that the company may face during the implementation of this ISO certification
process. By using a problem analysis, we can categorize it into 2 stages:
Planning
Implementation
Planning
During the planning stage for ISO certification process, overall we can forecast the
organization staff may face difficulties in gripping the company idea to implement the
standards. Many may don’t understand the objective and goals for acquiring the ISO
9001:2008 standards. This problem can be resolve by providing the adequate awareness
campaign and training to all the organization staff. By doing so, the organization
management can make sure all their personnel is fully understand the objective and
importance of the standards. Time factor can also be a restrain during the planning stage, the
company must have enough time allocated to perform the certification process. When
initiating the planning stage, the management must acknowledge and allocate sufficient time
to the involved staff apart from their daily work time. Cost is another factor the organization
needs to attend. The organization must have sufficient budget allocation in order implement
the ISO certification process. This budget is needed to hire experienced consultant to carry
out awareness campaign, training and development of work process. Without enough budget,
this certification process may not be successful and a waste of resources.
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Implementation
Throughout the implementation stage, the company may find many of its work process are
not properly documented and some does not have any records at all. This problem can delay
and affect the efficiency of the certification process. Cooperation and commitment from each
department’s representative is also important. Apart from their daily work, they also need to
devote their full time in assisting the company to achieve the ISO standards. In preparation
for the quality audit, the auditor may randomly interview the staff regarding the company
process, vision, policy and etc. During this interview, auditors will write up problems as
“non-conformances” which divided into “major” and “minor”. A major non-conformance
will cause the company not to get certified for the ISO standard. Minor conformances may or
may not prevent your certification, it all depends on the number and severity of your non-
conformances. In order to overcome this problem, proper training and briefing must be done
timely and also prior to the real certification audit. Management must assign an internal
auditor to organize a mock up or a trial ISO audit. This will help the staff to get used of the
audit process and to be prepare with the answers in the event they are to be called for
interview by the auditors.
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SUMMARY
The purpose of this report is to provide the steps and plans on how to get and an organization
to be certified for ISO 9001:2008. The document also lays out the problems that the
organization may face during planning and implementation stage and also provide the
solutions on how to overcome it. This document is prepared for Maxis Network Engineering
and Operations (NEO) solely to acquire the certification standard in accordance with the ISO
9001:2008 guidelines.
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REFERENCE
Rose, K.H. (2005). Project Quality Management: Why, What and How. J. Rose Publishing
Kerzner, Harold (2009). Project Management: A Systems Approach to Planning, Scheduling,
and Controlling. Wiley Publishing
Maxis Network Engineering and Operations (2010).Quality Manual: Revision number 5
ISO Quality Manual Templates. http://www.iso-quality-manual.com/
International Organisation for Standardization. http://www.iso.org/iso/home.html
Reliable Tools to Build Your Own Effective ISO 9001 Quality Management System.
http://www.9001resource.com/iso_9001_iso_9000/iso_9001_registration/
Definition and Details on Details on ISO 9001 QMS Certification.
http://www.nqa.com/en/atozservices/what-is-iso-9001.asp
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