Tamil Iso

ISO IMPLEMENTATION A CASE STUDY
VP GUPTA
CERTIFIED ENERGY AUDITOR Principal Chief Engineer (Electrical)BSNL
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.

Electrical Wing, BSNL, Tamil Nadu 2
SCOOPE OF CERTIFICATION Planning, Designing, Procuring, Installation, Monitoring, Energy Auditing, Operation and Maintenance of Electrical, Airconditioning and other Electromechanical Services for BSNL, Telecom, Admn Building and Staff Quarters.
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
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
ISO 9001-2000: TERMS & DEFINITIONS

As given in ISO 9000:2000 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
Electrical Wing, BSNL, Tamil Nadu
Customer
6
ISO 9001-2000: STRUCTURE

1. Scope 2. Normative Reference General Requirements Documentation Requirements 3. Terms & Definitions General 4. Quality Management System Quality Manual 5. Management Responsibility Control of Documents Control of Records 6. Resource Management 7. Product Realization Processes 8. Measurement, Analysis & Improvement

1. Scope Management Commitment 2. Normative Reference Customer Focus 3. Terms & Definitions Quality Policy 4. Quality Management System Planning 5. Management Responsibility Responsibility,authority 6. Resource Management & communication 7. Product Realization Processes Management Review 8. Measurement, Analysis & Improvement

1. Scope 2. Normative Reference 3. Terms & Definitions Provision of Resources 4. Quality Management System Human Resources 5. Management Responsibility Infrastructure 6. Resource Management Work Environment 7. Product Realization Processes 8. Measurement, Analysis & Improvement

1. Scope 2. Normative Reference Planning of Product realisation 3. Terms & Definitions Customer Related Processes 4. Quality Management System Design and Development 5. Management Responsibility Purchasing Production & Service provision 6. Resource Management Control of Measurement and 7. Product Realization Monitoring Devices Processes 8. Measurement, Analysis & Improvement
10

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 Corrective Actions Preventive Actions
11
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.
TERMS AND DEFINITIONS

SUPPLIER (OUTSOURCING) ORGANISATION CUSTOMERS (END USERS) PRODUCT OR SERVICE
REGULATORY AUTHORITY
13
ISO AWARENESS
Management Training Quality Quality Review
Meetings.
at ALTTC
Policy and Quality Objectives Manual and Procedure Manual of QMS

THE PROCESS MODEL

Continual Improvement of the Quality Management System
C u s t o m e r
S a t I s f a c t t I o n
R e q u I r e m e n t
Management Responsibility
Resource Management
Product Realization
Measurement Analysis and Improvement
Product
C u s t o m e r
15
TYPE OF DOCUMENTS
QUALITY MANUAL PROCEDURES PROCESS DOCUMENTS QUALITY PLANS WORK INSTRUCTIONS TECHNICAL DATA SPECIFIATIONS/ NORMS FORMS TECHNICAL PRODUCT DOCUMENTS DOCUMENTS OF EXTERNAL ORIGIN
PURPOSE OF DOCUMENTS
TO SPELL OUT REQUIREMENTS (QUALITY MANUAL, PROCEDURES, WORK INSTRUCTIONS, QUALITY PLANS ETC.)
PURPOSE OF RECORDS
(RECORDS, DATA, REPORTS, MINUTES, AUDITS ETC.)
17
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
18
ISO DOCUMENTATION
Quality
Manual and Procedures Manual are mandatory documents. They have been revised before re- Certification.
Present MIS
Issue No.4 dated 28.4.2007 for both.
reports, Customer (SSA/ Admn. Unit office) feedback reports, Internal Quality Audit System, Meetings with Suppliers and their assessment reports for continual improvement.
19
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.
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)
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.
ISO REVIEW AND FEEDBACK contd.

Customer
feedback and meeting with feedback and meeting with
customers
Suppliers
suppliers.
Internal
Quality Audit/External Quality Audit and Guidelines
Circulars
Feedback
on items such as days to day points and Work Instructions and Check lists.
QUALITY MANUAL IMPORTANT ITEMS
24
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.
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.
MISSION
Customer Satisfaction, Quality of Service, Cost Consciousness and Conservation of Energy.
27
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.
28
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.
29
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.
30
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.
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.
32
QUALITY OBJECTIVES contd.

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 SubDivision not covered in above.
QUALITY OBJECTIVES contd. 3 Core Energy Management Group Meetings / Programmes for each SSA in a year Maintain the Power Factor above 0.95.
34
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
35
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.
36
PROCEDURES MANUAL IMPORTANT ITEMS
37
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. 7&11 are additional procedures as per the requirements of the Organization.
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.
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
40
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
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
42
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.
43
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.
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.
45
Process Approach
A desired result is achieved more efficiently when related resources and activities are managed as a process.
46
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.
47
Continual Improvement
Continual improvement should be a permanent objective of the organization.
48

Factual approach to decision making.
Effective decisions are based on the analysis of data and information.
49

Mutually beneficial supplier relationships An organization and its suppliers are interdependent, and a mutually beneficial relationship enhances the ability of both to create value.
50
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.
51
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

Customers satisfaction
Internal audit Non conformant products Non conformities Corrective Action Preventive Action
53

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
BENEFITS OF ISO 9001:2000 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.
BENEFITS OF ISO 9001:2000 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.
THANK YOU

Tamil Iso

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Tamil Iso

Uploaded by

Copyright:

Available Formats

ISO IMPLEMENTATION A CASE STUDY

re-certification, External Audit completed in June, 2007.

ISO 9001-2000: SCOPE

ISO 9001-2000: APPLICATION

ISO 9001-2000: TERMS & DEFINITIONS

ISO 9001-2000: STRUCTURE

Electrical Wing, BSNL, Tamil Nadu

ISO 9001-2000: STRUCTURE

Electrical Wing, BSNL, Tamil Nadu

ISO 9001-2000: STRUCTURE

Electrical Wing, BSNL, Tamil Nadu

ISO 9001-2000: STRUCTURE

Electrical Wing, BSNL, Tamil Nadu

ISO 9001-2000: STRUCTURE

Electrical Wing, BSNL, Tamil Nadu

PDCA (PLAN DO CHECK - ACT)

TERMS AND DEFINITIONS

Electrical Wing, BSNL, Tamil Nadu

Policy and Quality Objectives Manual and Procedure Manual of QMS

THE PROCESS MODEL

Measurement Analysis and Improvement

Electrical Wing, BSNL, Tamil Nadu

Electrical Wing, BSNL, Tamil Nadu

Electrical Wing, BSNL, Tamil Nadu

Issue No.4 dated 28.4.2007 for both.

ISO DOCUMENTATION contd.

Master List of Documents Structure Changes:

ISO DOCUMENTATION contd.

ISO REVIEW AND FEEDBACK

levels of Management meetings

- in o/o 1. PCE(E) 2. SE(E) 3. EE(E)

reports/Execution Process Report

1. For original works 2. For mtce. Works 3. For Energy Conservation

ISO REVIEW AND FEEDBACK contd.

feedback and meeting with feedback and meeting with

Quality Audit/External Quality Audit and Guidelines

QUALITY MANUAL IMPORTANT ITEMS

Electrical Wing, BSNL, Tamil Nadu

Electrical Wing, BSNL, Tamil Nadu

Electrical Wing, BSNL, Tamil Nadu

Quality Policy - Contd

Electrical Wing, BSNL, Tamil Nadu

Quality Policy - Contd

Electrical Wing, BSNL, Tamil Nadu

Electrical Wing, BSNL, Tamil Nadu

QUALITY OBJECTIVES contd.

Electrical Wing, BSNL, Tamil Nadu

EXECUTION PROCESS REPORT

Electrical Wing, BSNL, Tamil Nadu

Electrical Wing, BSNL, Tamil Nadu

PROCEDURES MANUAL IMPORTANT ITEMS

Electrical Wing, BSNL, Tamil Nadu

PROCEDURES MANUAL contd.

Electrical Wing, BSNL, Tamil Nadu

Why do we need QMS ?

Quality Management Principles

Electrical Wing, BSNL, Tamil Nadu

Electrical Wing, BSNL, Tamil Nadu

Quality management principles

Quality management principles

Electrical Wing, BSNL, Tamil Nadu

Quality management principles

Enables to systematically provide Electro-