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E2-E3

Management

ISO 9001:2008


WELCOME

• This is a presentation for the E2-E3 E &WS

Module for the Topic: Telecom Infrastructure

• Eligibility: Those who have got the Upgradation

from E2 to E3.

• This presentation is last updated on 23-3-2011.

• You can also visit the Digital library of BSNL to

see this topic.


LEARNING OBJECTIVES• Understand what is ISO 9001 standard and its

benefits

• Define Quality and understand ISO quality principles

• Describe the process approach and its linkage to quality

• ISO 9001 implementation and concept of Non-conformity

• Explain the main sections of ISO 9001 standard

• Understand BSNL approach to ISO 9001

certification


What is ISO

• ISO stands for International Organization for

Standardization.

• Founded in 1947

• 120 National standards bodies.

• Head Quarter is at Geneva

• AIM: To improve the exchange of goods and

services internationally


ISO contd…• ISO Technical committee (ISO / TC 176) was formed in

1979 to harmonize the increasing international activity

in quality management and quality assurance

standards.

• Published the ISO 9000 series in 1987


ISO contd…• Revision - 1994

• Revision - Released in December 2000

• Revision – Released in November 2008

• More than 90 countries accepted the standards


Benefits of obtaining ISO 9000 certification

• Internal benefits

– Improved customer focus and process orientation within the company;

– Improved management commitment and decision-making;

– Better working conditions for employees;

– increased motivation of employees;

– Reduced cost of internal failures and external failures

– Continual improvement of the quality management system.


External Benefits:

– Customers are more confident that they will receive quality products conforming to their requirements

– Customer satisfaction;

– An improved image of the company;

– More aggressive publicity, as customers can be informed of the benefits of their doing business with a company that manages the quality of its outputs;

– More confidence that the company’s products meet relevant regulatory requirements;

– Better objective evidence to defend product liability charges if such are brought by customers.


Quality

• Quality is not absolute, unique, static and by

chance. It must be defined, be measurable,

achievable and link to customer satisfaction.

Degree to which a set of inherent characteristics

fulfills the requirements (ISO 9000)


Principles of ISO

1. Customer focus

2. Leadership

3. Involvement of People

4. Process approach

5. System approach to Management

6. Continual improvements

7. Factual approach to decision making

8. Mutually beneficial supplier relationships


• Organization depends customers

• Understand current & future customer needs.

• Meet / exceed customer expectations

• Increased revenue, customer satisfaction, customer loyalty.

Customer focus


• Leaders establish purpose & direction of the organization

• Should create & maintain environment to achieve organization’s objectives

• People will understand and be motivated towards organisation’s goal and objectives. Unified, aligned activities

Leadership


• People of all levels are essence of an organization

• Their full involvement for organization’s benefit

• Motivated, committed people.

• Innovation and creativity can help in achieving objective

• Accountability, eagerness

Involvement of People


• Desired results are achieved more efficiently when activities and resources are managed as process

• Effective use of resources

• Improved, consistent results

Process approach


• Identifying, understanding and managing interrelated process as a system contributes to the organization’s effectiveness & efficiency

• Alignment of processes, focus on key processes

System approach to Management


• Continual improvement of the organization’s overall performance should be a permanent objective of the organization

• Performance advantage

• Flexibility to react quickly

Continual improvements


• Effective decisions are based on the analysis of data and information

• Informed decisions

• Ability to demonstrate, review, change opinions and decisions

Factual approach to decision making


• An organization & its suppliers are interdependent

• Mutually beneficial relationship enhances the ability of both to create value

• Optimization of cost and resources

• Flexibility and speed of joint responses.

Mutually beneficial supplier relationships


PROCESS APPROACH


NonconformitiesA “major” NC indicates that:

the company has failed to implement any one part

of or the full QMS; or

any specific department of the company has failed

to implement the QMS as applicable to the

department; or

a number of “minor” nonconformities in the same

QMS requirements are found.

A “minor” NC means an isolated incident of a failure to

comply with a defined process or QMS requirement.


Requirements of ISO 9001:2008

• 1. Scope

• 2. Normative references

• 3. Terms and Definitions

• 4. Quality Management system

• 5. Management Responsibility

• 6. Resource Management

• 7. Product Realization

• 8. Measurement, Analysis and Improvement


Scope of ISO 9001:2008

• To demonstrate the organization’s ability

to provide consistently product or service

that meets customer and applicable

regulatory requirements

• To address customer satisfaction through

the effective application of the system,

including processes for continual

improvement and prevention of non-

conformity


• General Requirements

• Documentation Requirements

1. General

2.Quality Manual

3.Control Quality System Documents

4.Control Quality System Records

4. Quality Management System


Quality

Manual

Procedures

Work Instructions

Records

Should be referred to in Quality Manual

in quality manual

Should be referred to

in procedures

One document

One document

for each function

One document

for each

activity

First Tier

Second Tier

Third Tier

Quality Document Pyramid


• Documented procedures covering all key

activities.

• Consistency with the requirement of the

standard and quality policy.

• Keep it simple, readable and understandable for

use.

• Use existing activities and processes as a base

for the development of new procedures.

• Procedures may make reference to work

(operating) instructions that define how an

activity is performed.

Quality System Procedures


1. Management Commitment

2. Customer Focus

3. Quality Policy

4. Planning

4.1 Quality objectives

4.2 Quality Management System planning

5.Management Responsibility


5 Management Responsibility…contd

5.5 Responsibility, Authority and Communication

5.5.1 Responsibility and authority

5.5.2 Management representative

5.5.3 Internal communication

5.6 Management Review

5.6.1 General

5.6.2 Review input

5.6.3 Review output


6.1 Provision of resources

6.2 Human resources

6.2.1 General

6.2.2 Competency, awareness and training

6.3 Infrastructure

6.4 Work environment

6. Resource Management


7.1 Planning of product realization

7.2 Customer related processes

7.2.1 Determination of customer

requirements related to product

7.2.2 Review of requirements related

to the product

7.2.3 customer communication

7.3 Design and development

7.4 Purchasing

7.4.1 Purchasing process

7.4.2 Purchasing information

7.4.3 Verification of purchased

7. Product realization


1. Control of production and service

provision

2. Validation of processes for production

and service provision

Production and service provision


Product realization…contd.

1 Identification and traceability

2 Customer property

3 Preservation of product

4 Control of monitoring and measuring devices


8.1 General

8.2 Monitoring and measurement

8.2.1 Customer satisfaction

8.2.2 Internal audit

8.2.3 Monitoring and measurement of processes

8.2.4 Monitoring and measurement of products

8.3 Control of nonconforming products

8.4 Analysis of data

8.5 Improvement

8.5.1 Continual improvement

8.5.2 Corrective action

8.5.3 Preventive action

8. Measurement, analysis an improvement


• Organisation establish a documented quality

system

• organisation submits application for registration

• Evaluation of documentation by Certifying agency

• Preliminary visit for adequacy

• Quotation for assessment

• Assessment process

• Corrective action

• Certification

• Surveillance

Route to Certification


ALTTC was the first unit to obtain ISO 9001

certification in 2001.

Since then many other training centers, Maintenance

regions & project circles, Civil and electrical wings,

Telecom Factories have obtained this certificate.

In 2007, BSNL corporate office directed Circles to

obtain ISO 9001 certification for all SSAs. Apart from

SSAs, circles have also been asked to obtain this

certification for customer related sections such as

Enterprise Business, CS, Commercial, PG cell etc.

ISO 9001 in BSNL


Similarly at BSNL Corporate office, initially CS, EB,

PG, Commercial and T&C sections have to get ISO

9001 certification.

Various training centers of BSNL are imparting training

to BSNL executives for helping field units in obtaining

ISO certification.

Many Circles and SSAs are in the advanced stage of

certification.

ISO 9001 in BSNL


Date post:	18-Mar-2020
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