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

Literature Survey

Steps & Plans Phase 1: Foundation & Planning Phase 2: System Design & Documentation Phase 3: Implementation Phase 4: Certification Problem Analysis & Solutions Summary Reference 6 8 16 18 20 22 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 Organizations 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
http://www.iso.org/iso/home.html

REMARKS
General 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 http://www.9001resource.com/iso_9001_iso_9000/iso_9001_ registration/

FAQ on ISO Registrar

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.

PHASE 2 SYSTEM DESIGN AND DOCUMENTATION

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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)

Process Management System (PMS)

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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 suppliers 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. DEVELOPMENY OF ACTION PLAN
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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 employees 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

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QMS28 : VENDOR JOB APPROVALS AND VERIFICATION PROCESS QMS29 : IP SECURITY PROCESS

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

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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 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

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experience they have with similar companies, and how well they communicate with the organization and its employees. 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 Lloyds.

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 onsite 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 dont 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

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out awareness campaign, training and development of work process. Without enough budget, this certification process may not be successful and a waste of resources.

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 departments 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 nonconformances. 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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