ISO IMPLEMENTATION A CASE STUDY

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ISO IMPLEMENTATION A CASE STUDY

• VP GUPTA
• CERTIFIED ENERGY AUDITOR
• Principal Chief Engineer (Electrical)BSNL

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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.

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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.

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ISO 9001-2000 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

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ISO 9001-2000 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

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ISO 9001-2000 TERMS DEFINITIONS

• As given in ISO 90002000
• 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
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ISO 9001-2000 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
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ISO 9001-2000 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
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ISO 9001-2000 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 Infrastruct
ure Work Environment
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ISO 9001-2000 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 Produc
tion Service provision Control of Measurement
and Monitoring Devices
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ISO 9001-2000 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 Correctiv
e Actions Preventive Actions
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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.
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TERMS AND DEFINITIONS
PRODUCT OR SERVICE
SUPPLIER (OUTSOURCING)
ORGANISATION
CUSTOMERS (END USERS)
REGULATORY AUTHORITY
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ISO AWARENESS

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

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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
Measurement Analysis and Improvement
Resource Management
Product Realization
Product
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TYPE OF DOCUMENTS

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

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

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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.

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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.

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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 EIFans
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)
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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.

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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.

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QUALITY MANUAL IMPORTANT ITEMS
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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.

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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.
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MISSION
Customer Satisfaction, Quality of Service, Cost
Consciousness and Conservation of Energy.
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QUALITY POLICY
Original Works BSNL, Electrical Wing,
Tamilnadu avows to provide World Class Electrical
and Electromechanical Services to our Customers
by Effectively deploying the infrastructure.
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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.

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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.

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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.
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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.
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QUALITY OBJECTIVES contd.

• Energy Conservation
• Energy Auditing of
• All buildings once in a year with connected load
  of gt500 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.

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

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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.

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PROCEDURES MANUAL IMPORTANT ITEMS
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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. 711 are additional
  procedures as per the requirements of the
  Organization.

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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) 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 Report 10.
Procedure for MRC Meeting 11. Procedure for
Planning and Control of Works.
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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
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Why do we need QMS ?
In todays 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
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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

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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.
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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 organizations objectives.
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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 organizations benefit.
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Quality management principles
Process Approach A desired result is achieved
more efficiently when related resources and
activities are managed as a process.
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Quality management principles
System Approach to Management Identifying,
understanding and managing a system of
interrelated processes for a given objective
improves the organizations effectiveness and
efficiency.
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Quality management principles
Continual Improvement Continual improvement
should be a permanent objective of the
organization.
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Quality management principles
Factual approach to decision making. Effective
decisions are based on the analysis of data and
information.
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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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REGULATORY REQUIREMENTS
Structure changes
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.
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THINGS REQUIRED TO BE DONE FOR IMPROVEMENT

• Purchase with specifications and verification
• of purchased items.
• Suppliers 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

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THINGS REQUIRED TO BE DONE FOR IMPROVEMENT

• Customers satisfaction
• Internal audit
• Non conformant products
• Non conformities
• Corrective Action
• Preventive Action

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THINGS REQUIRED TO BE DONE FOR IMPROVEMENT

• Documentation
• - Quality Manual
• - Six Mandatory procedures
• - Work Instructions, Forms and Check lists
• - Records to be maintained
• Apply for certification
• Adequacy audit
• External audit
• Non conformities raised - Action Plan
• Get ISO Certificate

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BENEFITS OF ISO 90012000 CERTIFICATION

• 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, SEs EEs Level)
• Feedback From SSAs Suppliers for Continual
  Improvement.

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BENEFITS OF ISO 90012000 CERTIFICATION

• 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.

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Thank You