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THE BENEFITS OF ISO 9001 CERTIFICATION IN GOVERNMENT DEPARTMENTS

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					THE BENEFITS OF ISO 9001 CERTIFICATION IN GOVERNMENT DEPARTMENTS

JEANETTE ABREU

October 2008

OVERVIEW
CIPRO’s Mandate Alignment to the dti vision Business history Strengths Challenges Benefits Questions

CIPRO’s MANDATE
The mandate of the Companies and Intellectual Property Registration Office (CIPRO) is the registration of companies, close corporations, co-operatives and intellectual property rights. These include patents trade marks, copyright and designs Related services include the disclosure of information and dispute resolution arising out of infringements to these rights

ALIGNMENT & VISION
CIPRO is aligned with the Government’s 8 Millennium Development Goals. Vision Our vision is to position CIPRO as an innovative, customer focused gateway to formal economic participation

the dti VISION
CIPRO’s Mission Statement supports the dti 2014 Vision of: “…working towards an adaptive economy characterized by growth, employment and equity, and built on the full potential of all persons, communities and geographic areas.”

BUSINESS HISTORY
SACRO and SAPTO offices merged in 2002 to become CIPRO Different applications, systems, processes and work methods adhered to by different divisions and managers Different organizational cultures Poor customer focus, satisfaction and expectations

A NEW START…
APPOINTMENT OF THE NEW CEO MR KEITH W. SENDWE IN AUGUST 2006 – MARKED THE BEGINNING OF A NEW ERA IN TQM DECISIONS TAKEN….
QMS aligned with strategy Deadline set – ISO certification Jan’08

Active support to the quality drive
Focus on process performance QMS owned & managed by CIPRO Additional resources made available “Top-down approach” became the norm New formalized QMS project

RESPONSIBILITIES

SUCCESS AT LAST!

CIPRO successfully achieved ISO 9001 certification in December 2007

LESSONS LEARNT STRENGTHS…
Top management support was fundamental to the successful implementation & maintenance of QMS – “Top-down” works CIPRO’s ownership of the QMS – TQM the enabler – not the owner Close working relationship with strategic unit (supports the strategic plan)

LESSONS LEARNT STRENGTHS…
Concepts and benefits clearly communicated to all stakeholders Involvement of staff (DVD) Clear distinction made between policy (directive) & procedure (implementation) Change initiatives within CIPRO were linked and regular communication between project teams avoided duplication of work

LESSONS LEARNT STRENGTHS…
Staff empowerment important – Quality Support Group formed and trained QMS uniquely designed – no “off the shelf” system ISO Consultant a mentor – not implementer Regular interaction with the SABS, certification audits are part of the system development process

CURRENT CHALLENGES…
Not all managers embrace QMS initiative – fear of being exposed during audits ISO a difficult concept to grasp – especially amongst lower levels of staff Obtaining & maintaining trust & interest in QMS

CURRENT CHALLENGES…
Measuring QMS performance Linking QMS performance to organizational & individual performance (holistic approach) –

BENEFITS REALIZED …
Quality plays an integral part of CIPRO’s strategic objectives Issues and concerns relating to process controls raised by Auditor General can now be addressed The QMS performance is a standing item on the agendas of the monthly executive and management forums Management realizing the bigger picture that the QMS a business management tool

BENEFITS REALIZED …
Strategic and governance plan more focussed and implemented in a structured manner Measurement & analysis placing more attention on important issues Internal auditors interacting and becoming multi skilled and knowledgeable as to challenges and successes of other divisions and units

BENEFITS REALIZED …
Project audits are conducted to establish if project deliverables are being achieved Internal audits are highlighting significant improvement opportunities QMS processes are used for decisionmaking in terms of structure, job evaluations, re-engineering, etc. Audit findings used to motivate improvements Processes form basis of the training of new staff

The benefits of ISO 9001 certification as realized by CIPRO are not unique to CIPRO… ISO 9001 certification will greatly enhance the service delivery of any Government institution!

QUESTIONS?


				
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posted:8/25/2009
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Lingjuan Ma Lingjuan Ma MS
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