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ISO IMPLEMENTATION
- A CASE STUDY
V.P. Gupta, Principal Chief Engineer (Electrical)
Bharat Sanchar Nigam Limited, Chennai
Slide 2Electrical Wing, BSNL, Tamilnadu
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.
Slide 3Electrical Wing, BSNL, Tamilnadu
SCOOPE OF CERTIFICATION
• 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.
Slide 4Electrical Wing, BSNL, Tamilnadu
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
Slide 5Electrical Wing, BSNL, Tamilnadu
ISO9001-2000: APPLICATION
Apply all requirementsExclude only those requirements that
neither affect ability to comply with customer/regulatory requirementsnor absolve the organization of its responsibility to comply with customer/regulatory requirements
Exclusions are limited to Clause 7 onlyExclusions due to
nature of organisationnature of product
Slide 6Electrical Wing, BSNL, Tamilnadu
ISO9001-2000: TERMS & DEFINITIONS
As given in ISO 9000:2000Product -Result of a processContinual 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
Slide 7Electrical Wing, BSNL, Tamilnadu
1. Scope2. Normative Reference3. Terms & Definitions4. Quality Management System5. Management Responsibility6. Resource Management7. Product Realization Processes8. Measurement, Analysis & Improvement
General RequirementsDocumentation Requirements
GeneralQuality ManualControl of DocumentsControl of Records
ISO9001-2000: STRUCTURE
Slide 8Electrical Wing, BSNL, Tamilnadu
Management CommitmentCustomer FocusQuality PolicyPlanningResponsibility,authority& communicationManagement Review
ISO9001-2000: STRUCTURE
1. Scope2. Normative Reference3. Terms & Definitions4. Quality Management System5. Management Responsibility6. Resource Management7. Product Realization Processes8. Measurement, Analysis & Improvement
Slide 9Electrical Wing, BSNL, Tamilnadu
Provision of ResourcesHuman ResourcesInfrastructureWork Environment
ISO9001-2000: STRUCTURE
1. Scope2. Normative Reference3. Terms & Definitions4. Quality Management System5. Management Responsibility6. Resource Management7. Product Realization Processes8. Measurement, Analysis & Improvement
Slide 10Electrical Wing, BSNL, Tamilnadu
Planning of Product realisationCustomer Related ProcessesDesign and DevelopmentPurchasingProduction & Service provisionControl of Measurement and
Monitoring Devices
ISO9001-2000: STRUCTURE
1. Scope2. Normative Reference3. Terms & Definitions4. Quality Management System5. Management Responsibility6. Resource Management7. Product Realization Processes8. Measurement, Analysis & Improvement
Slide 11Electrical Wing, BSNL, Tamilnadu
GeneralMeasurement & Monitoring
Customer SatisfactionInternal AuditsProcessesProducts
Control of Nonconforming productAnalysis of DataImprovement
Continual ImprovementCorrective ActionsPreventive Actions
ISO9001-2000: STRUCTURE
1. Scope2. Normative Reference3. Terms & Definitions4. Quality Management System5. Management Responsibility6. Resource Management7. Product Realization Processes8. Measurement, Analysis & Improvement
Slide 12Electrical Wing, BSNL, Tamilnadu
PDCA (PLAN – DO – CHECK - ACT)
PLANEstablish the objectives and processes to deliver results in accordance with the customer requirements and the organisationDOImplement the processCHECKMonitor and measure process and product against policies, objectives and requirements for the product and report the results.ACTTake action to continually improve process performance.
Slide 13Electrical Wing, BSNL, Tamilnadu
TERMS AND DEFINITIONS
ORGANISATION
PRODUCT OR SERVICE
SUPPLIER
(OUTSOURCING)
REGULATORY AUTHORITY
CUSTOMERS
(END USERS)
Slide 14Electrical Wing, BSNL, Tamilnadu
Management Meetings.
Training at ALTTC
Quality Policy and Quality Objectives
Quality Manual and Procedure Manual
Review of QMS
ISO AWARENESS
Slide 15Electrical Wing, BSNL, Tamilnadu
THE PROCESS MODEL
Product
Continual Improvement of theQuality Management System
Customer
SatIsfacttIon
Customer
RequIrement
ManagementResponsibility
ResourceManagement
ProductRealization
MeasurementAnalysis andImprovement
Slide 16Electrical Wing, BSNL, Tamilnadu
TYPE OF DOCUMENTS
QUALITY MANUAL PROCEDURES PROCESS DOCUMENTS QUALITY PLANS WORK INSTRUCTIONS TECHNICAL DATA SPECIFIATIONS/ NORMS FORMS TECHNICAL PRODUCT DOCUMENTS DOCUMENTS OF EXTERNAL ORIGIN
Slide 17Electrical Wing, BSNL, Tamilnadu
PURPOSE OF DOCUMENTS
TO SPELL OUT REQUIREMENTS(QUALITY MANUAL, PROCEDURES, WORK INSTRUCTIONS, QUALITY PLANS ETC.)
PURPOSE OF RECORDS
(RECORDS, DATA, REPORTS, MINUTES, AUDITS ETC.
Slide 18Electrical Wing, BSNL, Tamilnadu
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
Slide 19Electrical Wing, BSNL, Tamilnadu
ISO DOCUMENTATIONQuality 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.
Slide 20Electrical Wing, BSNL, Tamilnadu
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.
Slide 21Electrical Wing, BSNL, Tamilnadu
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)
Slide 22Electrical Wing, BSNL, Tamilnadu
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.
Slide 23Electrical Wing, BSNL, Tamilnadu
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.
Slide 24Electrical Wing, BSNL, Tamilnadu
QUALITY MANUAL
IMPORTANT ITEMS
Slide 25Electrical Wing, BSNL, Tamilnadu
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.
Slide 26Electrical Wing, BSNL, Tamilnadu
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.
Slide 27Electrical Wing, BSNL, Tamilnadu
MISSION
Customer Satisfaction, Quality of Service, Cost Consciousness and Conservation of Energy.
Slide 28Electrical Wing, BSNL, Tamilnadu
QUALITY POLICYOriginal Works: BSNL, Electrical Wing, Tamilnadu avows to provide World Class Electrical and Electromechanical Services to our Customers by Effectively deploying the infrastructure.
Slide 29Electrical Wing, BSNL, Tamilnadu
Quality Policy - Contd
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.
Slide 30Electrical Wing, BSNL, Tamilnadu
Quality Policy - Contd
• 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.
Slide 31Electrical Wing, BSNL, Tamilnadu
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.
Slide 32Electrical Wing, BSNL, Tamilnadu
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.
QUALITY OBJECTIVES contd.
Slide 33Electrical Wing, BSNL, Tamilnadu
Energy Conservation:Energy Auditing of i) All buildings once in a year with
connected load of >=500 KW.ii) One building per quarter per
Sub-division with Substation or AC Plant of 30 Ton and above.
iii)6 Buildings per quarter per Sub-Division not covered in above.
QUALITY OBJECTIVES contd.
Slide 34Electrical Wing, BSNL, Tamilnadu
3 Core Energy Management Group Meetings / Programmes for each SSA in a year
Maintain the Power Factor above 0.95.
QUALITY OBJECTIVES contd.
Slide 35Electrical Wing, BSNL, Tamilnadu
EXECUTION PROCESS REPORT
REPORT FOR THE QUARTER OF …………….
Following reports to be submitted by the SDEs as per Procedure Manual.
i) Completion of Original Works – Annx 9
ii) Maintenance Works – Annx 10
iii)Energy Conservation – Annx 11
Slide 36Electrical Wing, BSNL, Tamilnadu
Customer feedback
• 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.
Slide 37Electrical Wing, BSNL, Tamilnadu
PROCEDURES MANUAL
IMPORTANT ITEMS
Slide 38Electrical Wing, BSNL, Tamilnadu
-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.
PROCEDURES MANUAL
Slide 39Electrical Wing, BSNL, Tamilnadu
1. Procedure for Control of Documents (PR1)2 Procedure for Quality Records (PR2)
3. Procedure for Internal Audit (PR3)
4 Procedure for Control of non conforming product (PR4)
5 Procedure 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 Report10. Procedure for MRC Meeting11. Procedure for Planning and Control of Works.
PROCEDURES MANUAL contd.
It contains following procedures
Slide 40Electrical Wing, BSNL, Tamilnadu
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
Slide 41Electrical Wing, BSNL, Tamilnadu
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
Why do we need QMS ?
Slide 42Electrical Wing, BSNL, Tamilnadu
Customer - focused organizationLeadershipInvolvement of peopleProcess approachSystem approach to managementContinual improvementFactual approach to decision makingMutually beneficial supplier relationship
Quality Management Principles
Slide 43Electrical Wing, BSNL, Tamilnadu
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.
Slide 44Electrical Wing, BSNL, Tamilnadu
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.
Quality management principles
Slide 45Electrical Wing, BSNL, Tamilnadu
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.
Quality management principles
Slide 46Electrical Wing, BSNL, Tamilnadu
Process Approach
A desired result is achieved more efficiently when related resources and activities are
managed as a process.
Quality management principles
Slide 47Electrical Wing, BSNL, Tamilnadu
System Approach to Management
Identifying, understanding and managing a system of interrelated processes for a given
objective improves the organization´s effectiveness and efficiency.
Quality management principles
Slide 48Electrical Wing, BSNL, Tamilnadu
Continual Improvement
Continual improvement should be a permanent objective of the organization.
Quality management principles
Slide 49Electrical Wing, BSNL, Tamilnadu
Factual approach to decision making.
Effective decisions are based on the analysis of data and information.
Quality management principles
Slide 50Electrical Wing, BSNL, Tamilnadu
Mutually beneficial supplier relationships
An organization and its suppliers are interdependent, and a mutually beneficial
relationship enhances the ability of both to create value.
Quality management principles
Slide 51Electrical Wing, BSNL, Tamilnadu
New structure of the standards should not oblige organizations to change their system documentation to match the structure of the standards.
System documentation is unique to each organization e.g. Master List of Documents.
REGULATORY REQUIREMENTS
Structure changes
Slide 52Electrical Wing, BSNL, Tamilnadu
Purchase with specifications and verification of purchased items. Supplier’s relationship, meeting with
contractors. Production and service provision, work instructions, suitable equipment, measuring devices, delivery and post delivery activities. Control of monitoring and measuring devices Permitted exclusions Customer Property
THINGS REQUIRED TO BE DONE FOR IMPROVEMENT
Slide 53Electrical Wing, BSNL, Tamilnadu
Customer’s satisfaction Internal audit Non conformint products Non conformitites Corrective Action Preventive Action
THINGS REQUIRED TO BE DONE FOR IMPROVEMENT
Slide 54Electrical Wing, BSNL, Tamilnadu
Documentation- Quality Manual- Six Mandatory procedures- Work Instructions, Forms and Chklists- Records to be maintained
Apply for certification Adequacy audit External audit Non conformities raised - Action Plan Get ISO Certificate
THINGS REQUIRED TO BE DONE FOR IMPROVEMENT
Slide 55Electrical Wing, BSNL, Tamilnadu
Enables to systematically provide Electro-Mechanical Services with Quality, Speed, Energy Conservation and ensures their continuous and reliable operation.
Provides a Management System which Facilitates: Regular Management Meetings at Three
Levels (PCE, SE’s & EE’s Level)
Feedback From SSAs & Suppliers for Continual Improvement.
BENEFITS OF ISO 9001:2000 CERTIFICATION
Slide 56Electrical Wing, BSNL, Tamilnadu
Quality Audit: - Internal Quality Audit
- Assessment done by independent out side Auditors as per International Standards.
- Helps in identification, Traceability of records.- Evaluation of over all working of different Offices/ Maintenance Centers.
MIS Reports: - Enables to monitor the rectification of Faults and
Completion of Works as per the Quality Objectives.
- Cases not complying with the Quality Objectives are Identified, discussed for the Corrective Action.
BENEFITS OF ISO 9001:2000 CERTIFICATION