Implementation of the Quality management System ISO 9001 2000 by viu15147

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									               TOT Sekolah Lapang Tata Guna Air
                                                                                                       Certificate ID03/0127




  Implementation of the Quality
  management System ISO 9001: 2000 in
  Integrated water resources Management
  the Brantas River Basin - Indonesia

                          Jasa Tirta I Public Corporation

                              Presented by : Alfan Rianto

     The views expressed in this paper are the views of the authors and do not necessarily
     reflect the views or policies of the Asian Development Bank (ADB), or its Board of
     Directors, or the governments they represent. ADB does not guarantee the accuracy of
     the data included in this paper and accepts no responsibility for any consequences of
     their use. Terminology used may not necessarily be consistent with ADB official terms.




 Brantas River Basin, Indonesia

                 Indonesia
                                                   Brantas River System
                                                   Catchment area 11.800 km
                                                   Main river length 320 km

East Java
                                   East Java

                                                    Bening Reservoir




                   Brantas Basin
                                                                             Selorejo Reservior


                                   Wonorejo Reservoir                   Wlingi
                                                                       Reservoir
                                                                                          Sengguruh
                                                              Lodoyo                       Reservoir
                                                             Reservoir         Sutami
                                                                              Reservoir




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                      TOT Sekolah Lapang Tata Guna Air
                                                                                                                       Certificate ID03/0127




       Development Scheme
                           MASTER              IMPLEMENTATION
                         PLAN I (1961)                                       FLOOD CONTROL
                                                  (1962 - 1972)

                                                        W
                                                  REVIE



                        MASTER PLAN            IMPLEMENTATION                IRRIGATION
                          II (1973)               (1974 - 1983)

                                                          W
  Water Resources                                    REVIE                                           Basin
   Sustainability
                                                                                                  Development


                         MASTER PLAN           IMPLEMENTATION                BULKWATER
                           III (1985)             (1986 - 1997)                SUPPLY


                                                      REVIEW


                         MASTER PLAN           IMPLEMENTATION                CONSERVATION &
                           IV (1998)              (1999 - 2020)               MANAGEMENT




                      Development of Brantas River Basin
                      Master Plan I          Master Plan II          Master Plan III
                      (1961 - 1973)          (1974 - 1985)           (1986 - 2000)
  Bening Dam (84)                                                                                 Gunungsari B. (81)




  Waru-Turi B. (92)                                                                              New Lengkong B (74)




 Selorejo Dam (72)                                                                                Menturus R.D (93)




 Wonorejo Dam (00)                                                                               Jatimlerek R.D (93)




T.Agung Tunnel (91)   Lodoyo Dam (83)    Wlingi Dam (78)   Sutami Dam (72)      Lahor Dam (77)   Sengguruh Dam (88)




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        TOT Sekolah Lapang Tata Guna Air
                                                                  Certificate ID03/0127




Development Benefits

 Water Resources Infrastructure (1961 – 2000)
    5 annually operated reservoirs
    3 daily operated reservoirs
    5 weirs
    Tunnels, gates, dikes, spurs and rubber dams
 Total Investment (1961 – 2000)
    Present value at Rp 7,300 billion (2000) = US $ 912 million




Development Benefits

 Flood control :      50 year return period flood
 Irrigation       :   350.000 ha (83.000 ha direct)
 Inland fisheries :   15.000 ha
 Energy           :   1.200 million kWh (annually)
 Bulkwater
    Domestic      : 225 million m3 (annually)
    Industry      : 140 million m3 (annually)




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        TOT Sekolah Lapang Tata Guna Air
                                                                     Certificate ID03/0127




Role of Brantas Basin to East Java

 Population
    East Java 35,2 million – Brantas 15,2 million (43%)
 Husked Rice
    East Java 9,0 million ton annually – Brantas 2,3 million ton
    (26%)
 Hydro-Generated Energy (Installed Capacity)
    East Java 277 MW – Brantas 268 MW (97%)
 Gross Domestic Product (GDP)
    East Java Rp 152,900 billion – Brantas Rp 89,000 billion (58%)




            Company’s Vision
            JASA TIRTA I PUBLIC CORPORATION


 Water resources management by a professional,
 innovative and sustainable state-owned company with
 complete stakeholder participation.




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                                     TOT Sekolah Lapang Tata Guna Air
                                                                                                                                                                                                                                                      Certificate ID03/0127




                                               WATER RESOURCES INFRASTRUCTURE

                                           N


Bening Dam                                                                                                                                                                                                                     Floodway Sedayulawas
                                                                                                                                                               LO
                                                                                                                                                            SO
                                                                                                                                                         AN
                                                                                                                                                      AW ER
                                                                                                                                                    NG RIV
                                                                                                                                                  BE


                                                                                                                                                                                         •
                                                                                                                                                                                  SURABAYA
                                                                                                                                                                                                        MADURA                 Gunungsari Barrage
Jati Rubber Dam
                                                                                                                                                                                                        STRAIT
                                                                              BENGAWAN SOLO
                                                                                  RIVER

                                                                                                                                                                                        PORONG RIVER




                                                                                                                                         ER
                                                                                                                                       IV
                                   SURAKARTA •




                                                                                                                                     SR
                                                                                                                                   TA
                                                                                                                                 AN
                                                                                                                                BR
 Colo Barrage                                                                                                                                                                                                                 New Lengkong Barrage
                                                                                                                                                                                    ∆




                                                                                                        VE N
                                                                                                      RI DIU
                                                                                                          R
                                                                                                                                                                                   MT. ARJUNA




                                                                                                        A
                                                                                                                    ∆




                                                                                                      M
                                                                                                                                     • KEDIRI
                                                                                                                 MT. WILIS
                                                                                                                                               MT. KELUD                                                   ∆
                                                                                                                                                       ∆                    ∆           •      MALANG
                                                                                                                                                                     MT. KAWI

                                                                                                                                                                                                                              Menturus Rubber Dam
Wonogiri Dam                                                                                                                      •




                                                                                                                                                                                       VE S
                                                                                                                                                                                                          ∆
                                                                                                                                                                                                        MT. SEMERU




                                                                                                                                                                                     RI NTA
                                                                                                                                                                                          R
                                                                                                                             BLITAR




                                                                                                                                                                                        A
                                                                                                                                                                                     BR
                          BRANTAS RIVER BASIN


                          BENGAWAN SOLO RIVER BASIN                                                                      HINDIA OCEAN
                                                                                                                                                                                                                              Jatimlerek Rubber Dam
Mrican Barrage




                                                                                                                          Sutami Dam                               Lahor Dam                            Sengguruh Dam             Selorejo Dam
Wonorejo Dam      T.Agung Coastal Hydro Electric Power Lodoyo Barrage                           Wlingi Barrage




                  LOCATION OF ONLINE WATER QUALITY MONITORING STATIONS
                           AND AUTOMATIC INDUSTRIAL FLOW METER

                                                                                                         IFM-13 Surya Agung Kertas, PT
                                                                                                                                                                                                       WQ-18 PDAM Kayoon
                                                                                                                                     IFM-8 Surabaya Mekabox, PT
LEGEND                                                          IFM-12 Adiprima Suraprinta, PT                                                                                                         WQ-19 PDAM Ngagel
                                                                                                 IFM-9 Miwon, PT
• Location of real time water quality monitoring stations (23 stations)         WQ15 -PDAM Krikilan                                                                                                           -
                                                                                                                                                                                              PDAM KarangpilangWQ17
♠ Location of automatic industrial flow meter (13 Stations)
                                                                                                                                                      ♠ ♠
                                                                                                                                                      ♠
                                                                                                         WQ13-Tambangan Canggu                                                                                    - WQ16
                                                                                                                                                                                   Karanglo (downstream outlet Miwon)
                                                                                                                                                                                                              Madura Strait
                                                                                                       IFM-5 Ajinomoto, PT
                                                                                                                                              ♠        WQ14-
                                                                                                                                                           Downstream Jembatan Jrebeng
                                                     WQ11-Downstream outlet Cheil Jedang
                                                                                                                               ♠♠                          WQ20-Downstream Mangetan Gate
                                                                                                                                              ♠
                                                                                                                                              ♠
                                                      Ka                                                                                                                         IFM-6 Pakerin, PT
                                                         li   W
                                                                  ida                                     WQ12-
                                                                                                              Downstream outlet Ajinomoto
                                                                     s3                                                                                                                       rong 3
                                                                                                                                                                                    Kali Po
                                                                                                                            WQ22-Kedung Bacok Gate (d/s Dam Porong Canal)
                                                                                                 ♠
                                                                                                 5
                                                          Kertosono Bridges 1
                                                      WQ21-
                                                                         ta                                                                          IFM-7 Eureka Aba Paper, PT
                                                                                           n                           IFM-11 Aneka Kimia Nusantara, PT
                                                                                         ra
                                                                                  li B
                                                                                Ka
                                                                                               IFM-1 Jaya Kertas, PT


                                     IFM-2 Surya Pamenang, PT
                                                                                 ♠
                                      IFM-3 Surya Zig Zag
                                                                                 ♠                                                            WQ01-
                                                                                                                                                  Upstream Jembatan Pendem
                                                                               WQ10-Upstream Mrican Barrage
                                                                                                     WQ05-Dam Selorejo                                Ka
                                                                                                                                                           li B
                                                                            WQ08-
                                                                                Tambangan Pakel                                                                   ra
                                                                                                                                                                     nt
                                                                                                                                                                        a   s1

                                                                                  WQ07-
                                                                                      Dam Lodoyo                                                       WQ02-Downstream Jembatan Kendalpayak
                                                                      ♠
                                                                                                                                                                                 WQ03-
                                                                                                                                                                                     Dam Sengguruh
                                                                                Kali Brantas 11


      WQ09-
          Upstream Jembatan Ngujang                                                                                                            ♠
                                                       IFM-4 Setia Kawan, PT                         WQ06-
                                                                                                         Dam Wlingi WQ04-
                                                                                                                        Dam Sutami
                                                                                                                                                         WQ23-Jembatan Tawangrejeni
                                                                                                                             IFM- 10 Eka Mas Fortuna, PT (Ayuwangi)


                                                                          Indonesian Ocean




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           TOT Sekolah Lapang Tata Guna Air
                                                                                Certificate ID03/0127




Mission Statement
Jasa Tirta I Public Corporation


   Render prime and qualified water resources services for
   the public utilization in order to achieve fulfillment of the
   mutual needs.
   Manage water resources effectively and efficiently by
   means of conducting operation and maintenance of water
   infrastructure, conservation, utilization, and control
   measures of its destructive forces, as assigned by the
   Government through stakeholder participation.
   Carry out corporate management for good governance
   achievement.




Quality Policy

   The directors and staff intends to continuously improve corporate
   management quality in a professional manner to fulfill costumer’s
   satisfaction and mutual needs through consistent implementation
   of the Quality Assurance System ISO 9001:2000.
   In order to achieve this objective the management promises to:
      Conduct sustainable water resources management and dealings.
      Implement awareness and attention to all employees in order to provide
      qualified services.
      Maintain professionalism and harmony for conducive working environment.
      Improve cooperation with related institutions and stakeholders.




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        TOT Sekolah Lapang Tata Guna Air
                                                        Certificate ID03/0127




Motto




Company’s Culture

 Holistic water resources development and management
 Professional management plan for clean, proper and
 healthy business
 Caring and active
 Improvement of the environment quality
 Prime services to the beneficiaries and stakeholders
 Team work and cooperation as keys to success
 Innovative, harmonious and security
 Responsible and consistent to the company’s goals




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       TOT Sekolah Lapang Tata Guna Air
                                                            Certificate ID03/0127




Background

           • Continous existence
           • Overall growth


           • Stakeholder’s support
           • Competent management in water resources
           • Performance



                  Effective Management System




                Quality Assurance System




Reasoning to Adopt Quality Assurance

 To anticipate stakeholders and beneficiaries’ request
 Instrument to meet better water resources management
 according to the global standards
 Effective system is required to improve the company’s
 performance
 In accordance to the ADB’s recommendation, whereas
 Jasa Tirta is a pilot for water resources management in
 Asia
 Efficient, effective and consistent corporate management




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        TOT Sekolah Lapang Tata Guna Air
                                                         Certificate ID03/0127




Management Expectations

 Improve efficiency
 Improve employee’s integrity
 Optimum time and resources usage
 Improve employee’s capacity and responsibility
 Better communication and improvement in information
 quality
 Better customer and supplier relationship
 Responsive towards stakeholders’ complaints




Scope and Process of Quality Certification

 Scope of certification: planning, operation and
 maintenance of water resources and its infrastructure
 within the Brantas River Basin
 Certification process:
    1996-1997      Preparations
    1997           Certification by SGS-ICS
    1997-2000      Implementation
    2000-2002      Upgrading to ISO 9001:2000
    2003           Certification for ISO 9001:2000




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        TOT Sekolah Lapang Tata Guna Air
                                                                 Certificate ID03/0127




Certification Process

 First Stage
    Establishment of the core management team
    Selection of quality assurance system
    Formulation of management commitment
    Socialization of ISO 9001 quality management system




Certification Process

 Second Stage
    Development of the quality management system
    Preparation of the related documents:
       Water allocation in the basin
       Flood control mechanism
       Infrastructure operation and maintenance
    Socialization of the related procedures, manuals and steps




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        TOT Sekolah Lapang Tata Guna Air
                                                                 Certificate ID03/0127




Certification Process

 Third Stage
    System trial
    Internal audit trainings
    System implementation
    Execution of internal audits
    Corrective action plans and preventions
    Quality improvement meetings




Problems Encountered

 System development:
    Lack of comprehension of the quality assurance/management
    necessity and benefit
    References of quality assurance/management in water
    resources sector is limited/scarce
    Difficulties in “translating” ISO 9001 elements into water
    resources management activities




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        TOT Sekolah Lapang Tata Guna Air
                                                                           Certificate ID03/0127




Problems Encountered

 System implementation:
    Reluctant to improve/change
    Quality management system is seen as another managerial
    burden
    Lack of discipline in documentation
    The quality management system adds new tasks and activities,
    like: quality objective, quality plan, identification of uncompleted
    products etc.




Key of Success

 Prime commitment from the lowest level to the highest
 rank in the company
 The organization must be in a stable or secure condition
 High motivation and discipline




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                  TOT Sekolah Lapang Tata Guna Air
                                                                                                                         Certificate ID03/0127




Cycle of Quality Improvement

                                                    System
                                                 Implementation


System Development
                                                                                 •   Internal and External Audit
                                                                                 •   Unconformity
                                                                                 •   Auditor System Findings
 Improvement of the                                                              •   Product/Service Quality Control
system and product or                                                            •   Beneficiaries Complaints
      services

                                      •   Analysis and Evaluation
                                      •   Corrective and Preventive
                                          through Quality Improvement
                                          Meetings




ISO 9000:1994
        QUALITY SYSTEM                           OPERATIONAL PROCESS                             SUPPORTING
           CONTROL                                                                                ACTIVITIES

                                                                CONTRACTING
                                                 4.3 Contract Review                          QUALITY POTENTIALS

                                                                                             4.6 Procurement
                                                                                             4.11 Inspection, Measu-
                                                                        DESIGN                    rement & Calibration
                                                                                             4.18 Trainings
                                                 4.4 Design Control




                                                                  OPERATIONAL
       4.1 Management
                                                 4.9 Process Control
             Responsibilty
                                                 4.10 Inspection & Testing
       4.2 Quality System
                                                 4.04 Control of Supplied
       4.5 Document and Data
                                                      Products
             Control
                                                 4.12 Status of Inspection and
       4.14 Corrective & Preventive
                                                      Testings
             Action
                                                 4.13 Control of Unconformed
       4.17 Internal Quality Audit
                                                      Products


                                                          Continued
                                                           Continued




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               TOT Sekolah Lapang Tata Guna Air
                                                                                                                            Certificate ID03/0127




ISO 9000:1994
        QUALITY SYSTEM                  OPERATIONAL PROCESS                                 SUPPORTING
           CONTROL                                                                           ACTIVITIES

                                                     Continued

                                                                                            QUALITY DATA
                                                                                            PROCESSING
                                                             DISTRIBUTION
                                                                                        4.8 Production Identi-
                                            4.15 Handling, Storage,                          fication & Routing
                                                 Packaging & Distribution               4.16 Quality Documents
                                                                                        4.20 Statistics Techniques



                                                                   SERVICE
                                            4.19 Service




                                    CUSTOMER SATISFACTION




ISO 9000:2000
                       CONTINOUS QUALITY IMPROVEMENT




                 Information                     Managerial
  Customer                                      Responsibility                                                Customer




                                                                    Measurement,        Information
                               Managerial
                               Resources
                                                                    Analysis and                             Satisfaction
                                                                    Improvement




                                                  Product
Requirements                                     Realization
                                                                                   Produk
                      Input
                                                                                   Output




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                                                     TOT Sekolah Lapang Tata Guna Air
                                                                                                                                                                                                                  Certificate ID03/0127




                           IMPLEMENTATION QS ISO 9000 on BRANTAS RIVER BASIN


                                  SUSTAINABLE DEVELOPMENT QUALITY MANAGEMENT SYSTEM

                                                                        MANAJEMENT RESPONSIBILITY (5)
                                                                        - Commitment manajement
                                                                        - Costuner focus
                                                                        - Quality Policy
                                                                        - Planning
                                                                                                                                                                                      C      S
                                                                        - Responsibility, Outority
                                                                                                   P D                                 MONITORING &                                   U      A
                                                                          and communication                                              MEASUREMENT (8)
                       R                                                - Mangement Review
                                                                                                   A C                                 - Customer
                                                                                                                                                                                      S      T
                       E                                                                                                                 Satisfaction                                 T      I
                                          MANAJERIAL                                                                                   - Internal Audit
                       Q                  RESOURCES (6)                                                                                - Monitoring &
                                                                                                                                                                                      O      S
                                                                                   QUALITY MANAGEMENT
                       U
                                          -Human Resources
                                                                                          SYSTEM (4)
                                                                                                                                         measurement for                              M      F
                                          -Infrastructures                                                                               Process & product
                       I                  -Work Invironment                         • General requirement                              - Control for non
                                                                                                                                                                                      E      A
                       R                       P D
                                                                                    • Documentation Req.                                 conforming product
                                                                                                                                                         P D                          R      C
                                                                                                                                       - Data Analysis
                       E                       A C                                                                                                       A
                                                                                                                                       - Corective Action C
                                                                                                                                                                                             T
                       M                                                          REALISASI PRODUK (7)
                                                                                                                                                                                             I
                       E
                                                                                      - Water Alocation
                                                                                                              P D
                                                                                                                                                                                             O
                                                                                      - Flood Control
                                                                                                                                                                        Product              N
                       N                                                              - Maintenance of Water A C
                                                                                        Resourcess infrastuctur                                                         Service
                       T




P D                                                                                    PROCESS OF TOP MANAJEMEN                                                                   P   D

C A                                                                               QUALITY MANUAL                                 SEKRETARY ISO                                    A C

                                                                            QUALITY                 QUALITY                       MANAGEMENT
                                                                                                                                    REVIEW
                                                                              POLICY              OBJECTIVE
                                                                                                                                                                                          CUSTOMER SATISFACTION




                                                                                                              MEASUREMENT, ANALYSIS & IMPROVEMENT
CUSTOMER REQUIREMENT




                                                                                                               SEKRETARIAT
                                                                                                                   UNIT             UNIT SECRETARY    BIRO/ DJA/ UNIT

                           RESOURCE MANAGEMENT
                                                                                                               DOKUMENT                 NON              CUSTOMER
                                                                                                                CONTROL             CONFORMENT           HANDLING
                               HRD             BIRO/ DIVISI       HRD/ DIVISION                                                       CONTROL

                                                                    HEALTH &
                             TRAINING &          INTERNAL         WORK SAFETY
                                                                                                                SEKRETARY
                            EVALUATION        COMMUNICATION                                                                         BIRO/ DJA/ UNIT      BIRO/ DJA/ UNIT
                                                                                                                   UNIT

                                                                                                               CONTROL OF           PREVENTIVE               DATA
                                                                                                                QUALITY               ACTION
                                                                                                                                                          ANALYSIS
                               HRD              HRD &TIM          BIRO / DJA                                     RECORD

                             RECRUTMENT          EKSTERNAL       PURCHASING &
                            DAN SELECTION     COMMUNICATION      MAINTENANCE
                                                                INFRASTRUCTUR                                 SEK. AUDIT PANEL      BIRO/ DJA/ UNIT
                                                                                                                                                         TIM / DJA / UNIT


                                                                                                              QUALITY AUDIT         CORRECTIVE           INSPEKTION
                                                                                                                INTERNAL              ACTION               & TEST



                                                         SUPPLIER


                                      BIRO/DIVISI/UNIT         BIRO/DIVISI/UNIT      BIRO/DIVISI/UNIT                                        PPDL

                                        SELETION &              SELEKTION OF         PURCHASING                                           WATER
                                       EVALUATION             CONSTRUCTION &          / SERVICE                                          QUALITY
                                      FOR SUPPLIER             CONSULTATION                                                            ANALYSIS / LAB.
                                                                   WORK




                                                                          PROCESS OF PRODUCT REALIZATION

                                                                                                        Continued




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                              TOT Sekolah Lapang Tata Guna Air
                                                                                                                                                                        Certificate ID03/0127




                                                                                                                                                CUSTOMER SATISFACTION
                                            PROCESS OF PRODUCT REALIZATION

                             BMM / DIVISI    BMM / UNIT           DIVISI / UNIT     DIVISI / UNIT     DIVISI / UNIT    DIVISI / UNIT

                             HANDLING OF       WATER                QUALITY                           CONTROL OF
CUSTOMER REQUIREMENT




                              TECHNICAL      ALLOCATION            PLANT FOR                         DAYLY WATER
                                                                                   DAYLY WATER                         HANDLING &
                             RECOMMENDA        PATERN                WATER                            ALOCATION
                                                                                    ALLOCATION                         TAKE OVER
                                TION &                            ALLOCATION
                              PERMISSION


                               BMM / UNIT    BMM / DIVISI                          DIVISI / UNIT      DIVISI / UNIT
                                                                  PPDL / DIVISI                                        DIVISI / UNIT
                                                                                     DAYLY OF
                                                                                      WATER
                              PLAN FOR      QUALITY PLAN          MONITORING        ALOCATION
                                                                                                      TECHNICAL          FLOOD
                               FLOOD         FOR FLOOD              FFWS                            SUPERVISION FOR     CONTROL
                              CONTROL         CONTROL                                                   FLOOD


                               BPP / UNIT   BPP / DIVISI / UNIT   BPP / UNIT         BPP / UNIT      BIRO / DIVISI /   DIVISI / UNIT
                                                                                                         UNIT

                                                                                                                        TECHNICAL      P
                                                                                                                       SUPERVISION
                               PROGRAM        PLAN FOR            COMPANY           TECHNICAL        CONTRACTOR
                                             BUDGETING            WORK PLAN       PLAN/ QUALITY      SUPERVISION
                                  FOR
                                                                                  MAINTENANCE
                                                                                                                                       C
                             MAINTENANCE



                                                                                                                                            A



P D                                                                                                                                        P D
A C                                                                                                                                        A C




       Certification Benefits

                       Operational aspect of the company is not affected by
                       change of the employed workforce (better working
                       methods)
                       Improvement in the company’s performance
                       Stakeholders’ complaints are better handled and
                       anticipated
                       Main tasks are undertaken more efficient and effectively
                       Appreciation from external parties to the company’s
                       existence increases




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        TOT Sekolah Lapang Tata Guna Air
                                                                 Certificate ID03/0127




Certification Benefits

  Pilot concept for water resources management at the
  basin-wide perspective in Indonesia
  Better relationship between stakeholders and
  beneficiaries




Post-certification Path

            Motivation decreases
            Certain unfamiliar procedures are neglected
            Operational process became more complicated
            Obstruction of procedures
            Unconformed products and services starts to exists
            Audit findings increases
            Objections to the existing system quality
            Quality system became neglected
            Certificate is post-poned




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          TOT Sekolah Lapang Tata Guna Air
                                                                        Certificate ID03/0127




Anticipation of Post-certification Problems

  On time and better preventive and correction plan
  Consistent correction in line to the audit findings
  Direct identification and analysis to weaknesses within the quality
  management system
  Annual evaluation to ensure completion of the quality objective and
  quality plan
  Providing a task force to ensure quality management accelaration
  and endorsement within the company
  Convening the task force to ensure quality competence to quality
  management improvement




ISO 9000:1994 to ISO 9000:2000

  ISO 9000:1994 – Element based with standarized
  documentation protocols
  ISO 9000:2000 – Basically management process




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                              TOT Sekolah Lapang Tata Guna Air
                                                                                                               Certificate ID03/0127




ISO 9000:1994 to ISO 9000:2000

                   Eight Quality Management Principles:
                         Customer Focus Organization
                         Leadership
                         Involvement of People
                         Process Approach
                         System Approach to Management
                         Continual Improvement
                         Factual Approach to Decision Making
                         Mutually Beneficial Supplier Relationship




Evaluation
                                       Profile NCP ( Non Conforment Product ) 1998 - 2002
                                                       for Work Activity
                    25

                    20
N umbe r of N CP




                    15

                    10

                    5

                    0
                     1998                   1999                   2000                 2001            2002

                                                                   Year
                         Water Suply               Flood Control          Maintenance          Normal
                         Upper Limit               Lower Limit




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                  TOT Sekolah Lapang Tata Guna Air
                                                                                                         Certificate ID03/0127




ISO 9000 : 2000                            ISO 9000 : 1994
1.   Scope                                 1. Scope
2.   Normative reference                   2. Normative reference
3.   Term and definitions                  3. Term and definitions
4.   Quality Management system             4.1. Management Responsibility
5.   Management Responsibility             4.2. Quality System
6.   Resource Management                   4.3. Contract Review
7.   Product Realization                   4.4. Design Control
8.   Measurement, Analysis & Improvement   4.5. Document and Data Control
                                           4.6. Purchasing
                                           4.7. Control of Customer Supply Product
                                           4.8. Product Identification & Treacebility
                                           4.9. Process Control
                                           4.10. Inspection and Testing
                                           4.11. Inspection, Measuring and Test Equipment
                                           4.12. Inspection and Testing Status
                                           4.13. Control of Nonconforming Product
                                           4.14. Correction and and Preventive Action
                                           4.15. Handling, Storage, Packing, Preservation and Delivery
                                           4.16. Quality Record
                                           4.17. InternaI Quality Audits
                                           4.18. Training
                                           4.19. Servicing
                                           4.20. Statistical Technique




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