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ISO IMPLEMENTATION --A CASE STUDY

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					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.
Electrical Wing, BSNL, Tamil Nadu 3

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
Electrical Wing, BSNL, Tamil Nadu 4

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 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

Electrical Wing, BSNL, Tamil Nadu

7

ISO 9001-2000: STRUCTURE
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

Electrical Wing, BSNL, Tamil Nadu

8

ISO 9001-2000: STRUCTURE
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

Electrical Wing, BSNL, Tamil Nadu

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ISO 9001-2000: STRUCTURE
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

Electrical Wing, BSNL, Tamil Nadu

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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 Corrective Actions Preventive Actions

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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.
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TERMS AND DEFINITIONS
SUPPLIER (OUTSOURCING)
ORGANISATION PRODUCT OR SERVICE

CUSTOMERS (END USERS)

REGULATORY AUTHORITY

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ISO AWARENESS
Management Training Quality Quality Review

Meetings.

at ALTTC

Policy and Quality Objectives Manual and Procedure Manual of QMS
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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

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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
Electrical Wing, BSNL, Tamil Nadu 16

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
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.
Electrical Wing, BSNL, Tamil Nadu

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.
Electrical Wing, BSNL, Tamil Nadu 20

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)
Electrical Wing, BSNL, Tamil Nadu 21

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.
Electrical Wing, BSNL, Tamil Nadu 22

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.
Electrical Wing, BSNL, Tamil Nadu 23

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.
Electrical Wing, BSNL, Tamil Nadu 25

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.

Electrical Wing, BSNL, Tamil Nadu

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.

Electrical Wing, BSNL, Tamil Nadu

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.

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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.
Electrical Wing, BSNL, Tamil Nadu 31

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 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.
Electrical Wing, BSNL, Tamil Nadu 33

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

Electrical Wing, BSNL, Tamil Nadu

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

Electrical Wing, BSNL, Tamil Nadu

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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.

Electrical Wing, BSNL, Tamil Nadu

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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. 7&11 are additional procedures as per the requirements of the Organization.
Electrical Wing, BSNL, Tamil Nadu 38

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.
Electrical Wing, BSNL, Tamil Nadu 39

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 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
Electrical Wing, BSNL, Tamil Nadu 41

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.
Electrical Wing, BSNL, Tamil Nadu

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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 organization´s objectives.
Electrical Wing, BSNL, Tamil Nadu 44

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 organization´s benefit.

Electrical Wing, BSNL, Tamil Nadu

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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.

Electrical Wing, BSNL, Tamil Nadu

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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 organization´s effectiveness and efficiency.

Electrical Wing, BSNL, Tamil Nadu

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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.

Electrical Wing, BSNL, Tamil Nadu

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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.

Electrical Wing, BSNL, Tamil Nadu

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.

Electrical Wing, BSNL, Tamil Nadu

51

THINGS REQUIRED TO BE DONE FOR IMPROVEMENT
 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
Electrical Wing, BSNL, Tamil Nadu 52

THINGS REQUIRED TO BE DONE FOR IMPROVEMENT
 Customer’s satisfaction

 Internal audit  Non conformant products  Non conformities
 Corrective Action

 Preventive Action

Electrical Wing, BSNL, Tamil Nadu

53

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
Electrical Wing, BSNL, Tamil Nadu 54

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, SE’s & EE’s Level)
 Feedback From SSAs & Suppliers for

Continual Improvement.
Electrical Wing, BSNL, Tamil Nadu 55

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.
Electrical Wing, BSNL, Tamil Nadu 56

Thank You


				
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