ISO IMPLEMENTATION — A CASE STUDY V P

ISO IMPLEMENTATION - A CASE STUDY V. P. Gupta, Principal Chief Engineer (Electrical) Bharat Sanchar Nigam Limited, Chennai

INTRODUCTION 4 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. 4 For re-certification, External Audit completed in June, 2007. Electrical Wing, BSNL, Tamilnadu Slide 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, Tamilnadu Slide 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, Tamilnadu Slide 4

ISO 9001 -2000: APPLICATION ØApply all requirements ØExclude only those requirements that Øneither affect ability to comply with customer/regulatory requirements Ønor absolve the organization of its responsibility to comply with customer/regulatory requirements ØExclusions are limited to Clause 7 only ØExclusions due to Ønature of organisation Ønature of product Electrical Wing, BSNL, Tamilnadu Slide 5

ISO 9001 -2000: TERMS & DEFINITIONS ØAs given in ISO 9000: 2000 ØProduct -Result of a process ØContinual Improvement Øpart of the quality management system focussed on increasing the effectiveness of organization to fulfil quality policy and quality objectives, on an ongoing basis ØSupply Chain Supplier Organization Electrical Wing, BSNL, Tamilnadu Customer Slide 6

ISO 9001 -2000: STRUCTURE 1. Scope General Requirements 2. Normative Reference Documentation Requirements 3. Terms & Definitions General 4. Quality Management System Quality Manual Control of Documents 5. Management Responsibility Control of Records 6. Resource Management 7. Product Realization Processes 8. Measurement, Analysis & Improvement Electrical Wing, BSNL, Tamilnadu Slide 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, authority 6. Resource Management & communication 7. Product Realization Processes Management Review 8. Measurement, Analysis & Improvement Electrical Wing, BSNL, Tamilnadu Slide 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, Tamilnadu Slide 9

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, Tamilnadu Slide 10

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 Electrical Wing, BSNL, Tamilnadu General Measurement & Monitoring Customer Satisfaction Internal Audits Processes Products Control of Nonconforming product Analysis of Data Improvement Continual Improvement Corrective Actions Preventive Actions Slide 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. Electrical Wing, BSNL, Tamilnadu Slide 12

TERMS AND DEFINITIONS PRODUCT OR SERVICE SUPPLIER (OUTSOURCING) ORGANISATION CUSTOMERS (END USERS) REGULATORY AUTHORITY Electrical Wing, BSNL, Tamilnadu Slide 13

ISO AWARENESS 4 Management 4 Training Meetings. at ALTTC 4 Quality Policy and Quality Objectives 4 Quality Manual and Procedure Manual 4 Review of QMS Electrical Wing, BSNL, Tamilnadu Slide 14

THE PROCESS MODEL Continual Improvement of the Quality Management System C u s t o m e r R e q u I r e m e n t Management Responsibility Resource Management Electrical Wing, BSNL, Tamilnadu Measurement Analysis and Improvement Product Realization Product S a t I s f a c t t I o n C u s t o m e r Slide 15

TYPE OF DOCUMENTS v QUALITY MANUAL v PROCEDURES v PROCESS DOCUMENTS v QUALITY PLANS v WORK INSTRUCTIONS v TECHNICAL DATA v SPECIFIATIONS/ NORMS v FORMS v TECHNICAL PRODUCT DOCUMENTS v DOCUMENTS OF EXTERNAL ORIGIN Electrical Wing, BSNL, Tamilnadu Slide 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. Electrical Wing, BSNL, Tamilnadu Slide 17

NEED OF DOCUMENTS v REFERENCE FOR IMPLEMENTATION, EVALUATION OF QMS I/C IMPROVEMENTS v ENSURES FORMALITY v BRINGS TRANSPARENCY WITHIN ORGANISATION, WITH CUSTOMERS AND CERTIFICATION BODIES v ENSURES COMMON UNDERSTANDING v USEFUL TOOL FOR TRAINING Electrical Wing, BSNL, Tamilnadu Slide 18

ISO DOCUMENTATION 4 Quality Manual and Procedures Manual are mandatory documents. They have been revised before re- Certification. 4 Present Issue No. 4 dated 28. 4. 2007 for both. 4 MIS 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, Tamilnadu Slide 19

ISO DOCUMENTATION contd. 4 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, Tamilnadu Slide 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, Tamilnadu Slide 21

ISO REVIEW AND FEEDBACK 4 Three levels of Management meetings - in o/o 1. PCE(E) 2. SE(E) 3. EE(E) - Recorded and Documented. 4 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, Tamilnadu Slide 22

ISO REVIEW AND FEEDBACK contd. 4 Customer feedback and meeting with customers 4 Suppliers 4 Internal feedback and meeting with suppliers. Quality Audit/External Quality Audit 4 Circulars and Guidelines 4 Feedback on items such as days to day points and Work Instructions and Check lists. Electrical Wing, BSNL, Tamilnadu Slide 23

QUALITY MANUAL IMPORTANT ITEMS Electrical Wing, BSNL, Tamilnadu Slide 24

QUALITY MANUAL -The Quality Manual is the 1 st 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, Tamilnadu Slide 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. Electrical Wing, BSNL, Tamilnadu Slide 26

MISSION Customer Satisfaction, Quality of Service, Cost Consciousness and Conservation of Energy. Electrical Wing, BSNL, Tamilnadu Slide 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. Electrical Wing, BSNL, Tamilnadu Slide 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, Tamilnadu Slide 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. Electrical Wing, BSNL, Tamilnadu Slide 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. Electrical Wing, BSNL, Tamilnadu Slide 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. Electrical Wing, BSNL, Tamilnadu Slide 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 Sub. Division not covered in above. Electrical Wing, BSNL, Tamilnadu Slide 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, Tamilnadu Slide 34

EXECUTION PROCESS 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, Tamilnadu Slide 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. Electrical Wing, BSNL, Tamilnadu Slide 36

PROCEDURES MANUAL IMPORTANT ITEMS Electrical Wing, BSNL, Tamilnadu Slide 37

PROCEDURES MANUAL -The Procedure Manual is the 2 nd. 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, Tamilnadu Slide 38

PROCEDURES MANUAL contd. It contains following procedures 1. Procedure for Control of Documents (PR 1) 2 Procedure for Quality Records (PR 2) 3. Procedure for Internal Audit (PR 3) 4 Procedure for Control of non conforming product (PR 4) 5 Procedure for Corrective Action (PR 5) 6. Procedure for Preventive Action (PR 6) 7. Procedure for Maintaining Stores (PR 7) 8. Procedure for Customer Feedback (PR 8) 9. Procedure for Execution Process Report 10. Procedure for MRC Meeting 11. Procedure for Planning and Control of Works. Electrical Wing, BSNL, Tamilnadu Slide 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 Electrical Wing, BSNL, Tamilnadu Slide 40

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, Tamilnadu Slide 41

Quality Management Principles Customer - focused organization 4 Leadership 4 Involvement of people 4 Process approach 4 System approach to management 4 Continual improvement 4 Factual approach to decision making 4 Mutually beneficial supplier relationship 4 Electrical Wing, BSNL, Tamilnadu Slide 42

Quality management principles Customer - Focused 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, Tamilnadu Slide 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 organization´s objectives. Electrical Wing, BSNL, Tamilnadu Slide 44

Quality management principles Involvement of 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, Tamilnadu Slide 45

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, Tamilnadu Slide 46

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, Tamilnadu Slide 47

Quality management principles Continual Improvement Continual improvement should be a permanent objective of the organization. Electrical Wing, BSNL, Tamilnadu Slide 48

Quality management principles Factual approach to decision making. Effective decisions are based on the analysis of data and information. Electrical Wing, BSNL, Tamilnadu Slide 49

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, Tamilnadu Slide 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, Tamilnadu Slide 51

THINGS REQUIRED TO BE DONE FOR IMPROVEMENT v Purchase with specifications and verification of purchased items. v Supplier’s relationship, meeting with contractors. v Production and service provision, work instructions, suitable equipment, measuring devices, delivery and post delivery activities. v Control of monitoring and measuring devices v Permitted exclusions v Customer Property Electrical Wing, BSNL, Tamilnadu Slide 52

THINGS REQUIRED TO BE DONE FOR IMPROVEMENT v Customer’s satisfaction v Internal audit v Non conformint products v Non conformitites v Corrective Action v Preventive Action Electrical Wing, BSNL, Tamilnadu Slide 53

THINGS REQUIRED TO BE DONE FOR IMPROVEMENT v Documentation - Quality Manual - Six Mandatory procedures - Work Instructions, Forms and Chklists - Records to be maintained v Apply for certification v Adequacy audit v External audit v Non conformities raised - Action Plan v Get ISO Certificate Electrical Wing, BSNL, Tamilnadu Slide 54

BENEFITS OF ISO 9001: 2000 CERTIFICATION v Enables to systematically provide Electro- Mechanical Services with Quality, Speed, Energy Conservation and ensures their continuous and reliable operation. v Provides a Management System which Facilitates: Ø Regular Management Meetings at Three Levels (PCE, SE’s & EE’s Level) Ø Feedback From SSAs & Suppliers for Continual Improvement. Electrical Wing, BSNL, Tamilnadu Slide 55

BENEFITS OF ISO 9001: 2000 CERTIFICATION Ø 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. Ø 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, Tamilnadu Slide 56