ISS Integrated Facility Services Pvt. Ltd.Basic Introduction of ISO 9001:2008 QMS Prepared by Rajesh R. Mohite

ISS Service Pillars Integrated Facility Services Security Services Cleaning Office SupportProperty Services Catering Services

Quality Support System (QSS) is a support department to operations by controlling the quality of the product (i.e. services) and the functioning (System & Process) of the organization through audit process. QSS Department plays a vital role in maintaining high goodwill, which is one of the sensitive asset of an organization.Loss in Capital Assets and Fixed Assets is recoverable as company invest funds for risk coverage. But, loss of Goodwill in market cannot be recovered.

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Customer Is need driven Has optionsHas expectations Has portable loyalty

And yet often does not know what he exactly wants!

An Iceberg

90%10%Iceberg

Customer Iceberg & Customer

*Our core valuesHonestywe respectEntrepreneurshipwe actResponsibilitywe careQualitywe deliver

HIT POINTS: Competitive business conditions

Focus.Distance (winning is running with a distance from other).Perform and continue to perform.Stretched goals.Enthusiasm

ContentCookRecipePreparationGarnishing

CookHousemen & ChambermaidsContentCleaning tools, Equipments and Cleaning Chemicals Preparation Work Schedules Garnishing Supervisor, FE, FM and Back Office SupportRecipeSLA, SOW, and SOP/WI

THE SECRET BEHIND SUCCESSInnovationImprovementInvolvementTeam workKEY TO SUCCESSREQUIRED A CHANGE IN:

MINDSETCULTURETHINKINGATTITUDEBEHAVIOURESTABLISHED PRACTICES

- FOR TRANSFORMATION

HISTORY

World War - IIn UK Bombs Manufactured were of poor quality, as they get fused by the time they reach to the front.UK Defense Minister prepared procedures for manufacturing of Bombs and circulated in all Factories.He commanded, to manufacturers that the bomb must be produced as per the written procedure.Team of Government Inspector was formed to cross check on the manufacturing process of Bombs in factories.

By end of World War - IBombs manufactured were of superior quality. But by that time World War-I came to end. Give rise to the idea of Writing Procedures

Condition of Japan Products was, as China Products as of now. Attractive Multiple Functions Not expensive, so affordable for common class of people Easily available POOR IN QUALITY But, still people buy all over the world .. ? On the other hand Product of USA and Germany were of Superior Quality Domination as Made in Germany and Made in USA

World War II The atomic bombings of Hiroshima and Nagasaki near the end of World war II against the Empire of Japan by the United States (U.S.)

World War - IIMarket in Japan was totally destroyed

People who use to Speak and Write on Quality Improvement. But, there thoughts having no value in US. Japan invited there people for United States (US)

Dr. Edward W. Deming (Management Philosophy and systems) Dr. Joseph M. Juran (Quality Trilogy) Dr. Philip Crosby (Zero Defects and Cost of Quality) Dr. Kaoru Ishikawa (Simple Tools, QCC, Company-wide Quality) Dr. Shigeo Shingo (Fool-proofing) Dr. Yoshio Kondo (four steps for making creative and quality work Quality Guru Prof. Juran TrilogyKondo's MessageDr. Daniel Tse President, Hong Kong Baptist University.

Quality meansFitness for useJuran

Conformance to requirement.Crosby

Aim at the need of the customer - present and future..Edward DemingQUALITY ALSO MEANS :Value for moneyCustomer SatisfactionCustomer Delight Subjective Relative HabitQUALITY IS :Edward Deming the Quality Guru, has said Everyone in the organization is responsible for Quality, and Ultimate responsibility is of the top management

QUALITY OBJECTIVESQuality Objectives should be SMART

S SpecificM Measurable A Achievable R RealisticT Time Bound

What is business?Businesses exist to create and deliver value satisfaction at a profit. - Harvard School of Business AdministrationValue Satisfaction = ------------------ = Profit QualityCost

Inputs In Put Out Put PROCESS APPROCH TransformationQuality ControlManMachineMoneyMaterialMethodsQuality Assurance Quality Control is at the end of the production. (Its a post-mortem), And controlling these processes to achieve customer satisfaction of the next process owner, is Quality Assurance. Leads to final output i.e. Zero Defect.Leads output with Zero DefectRIGHT FIRST TIME, RIGHT EVERY TIME

JAPANEES KAI-ZANKaizen was created in Japan following World War II. The word Kaizen means "continuous improvement". It comes from the Japanese words ("kai") which means "change" or "to correct" and ("zen") which means "good". But, now Japanese do not believe in ISO

JAPANEES TYPE OF QUALITY

Discover ISO ISO's name Because "International Organization for Standardization" would have different acronyms in different languages ("IOS" in English, "OIN" in French for Organization international de normalization), its founders decided to give it also a short, all-purpose name. They chose "ISO", derived from the Greek isos, meaning "equal". Whatever the country, whatever the language, the short form of the organization's name is always ISO.BASIC INTRODUCTION TO ISO 9001

ISO is the world largest standards developing organization. Between 1947 and the present day, ISO has published more than 16 500 International StandardsFounding ISO was born from the union of two organizations - the ISA (International Federation of the National Standardizing Associations),. established in New York in 1926, and the UNSCC (United Nations Standards Coordinating Committee), established in 1944.

In October 1946, delegates from 25 countries, meeting at the Institute of Civil Engineers in London, decided to create a new international organization, of which the object would be "to facilitate the international coordination and unification of industrial standards". The new organization, ISO, officially began operations on 23 February 1947.

Geneva H. Q. (representation 147 countries)

HOW DID ISO GET STARTED ?1906 International Electro Technical Commission1926 International Federation of the National Standardizing Associations (ISA)1946 London delegates from 25 countries decided to create a new international organization the object of which would be to facilitate the international co ordination and unification of industrial standards. 1947 ISO began to officially operation function.1951 The First ISO Standard was Published1987 Standards are Created 1.To eliminate country to country differences 2.To eliminate terminology confusion 3.To increase quality awareness

ISO 9001:2008Quality Management Systems (QMS)A system to manage the quality of your organizations products / services.The term Product also means Service in ISO 9001 Standard.

ISO 9001:2008 QMSQuality Management Systems (QMS) =

Level 1 : Quality Manual (QM)+Level 2: Quality System Procedure (QSP)+Level 3: Forms , Formats, Work Instructions and Records

Quality Policy Quality Objectives

ISO 9000:1987 Focus on QA (i.e. Quality Assurance) but the principles were different for Production and Service Industry.

ISO 9000:1994 Focus on QA, it was generic (means it was applicable for all type of Industries.)

ISO 9001:2000 As the competition increase in the year 2000, it was need to give more preference to the customer needs. This standard was not only based on QA but all give more preference to Customer Satisfaction and Standardization.

ISO 9001:2008 besides QA, Customer Satisfaction and Standardization - has identified / talks about the requirements of : 1) Customer Requirements; 2) System Requirements (ERP); 3)Legal Requirements (Statutory Compliances), and 4) Training Competency.

ISO 9000 Family of StandardsISO 8402 - QA and Quality management vocabularyISO 9000-2 - Generic guidelines for applying ISO 9001, ISO 9002, and ISO 9003ISO 9000-3 - Guidelines for applying ISO 9001 to the development, supply, and maintenance of softwareISO 9000-4 Application for dependability managementISO 9004-2 Guidelines for servicesISO 9004-3 Guidelines for processed materialISO 9004-4 Guidelines for quality improvementISO 9004-5 Guidelines for quality plansISO 9004-6 Guidelines for configuration managementISO 14000 Environmental Management System

ISO 9000:2000 Consists of 3 AreasISO 9000:2008 Quality Management Systems: fundamentals and vocabulary

ISO 9001:2008 Quality Management Systems Requirements For the Standards (required for certification) 1.Documentation 2.Management responsibility 3.Resource management 4.Product/service realization 5.Measurement, analysis, improvement

ISO 9004-2008 Quality Management Systems Guidelines for performance improvement

Changes in Version 2008 of IS0 9001 QMS StandardISO 9001:2008 QMS (Fourth Edition) cancels and replaces the third edition ISO 9001:2000 QMS (Expired on 14th November 2009)International standards are drafted in accordance with the rules given in ISO/ IEC (International Electrotechnical Commission) Directors, Part 2 Change in Grammatical English Language Organization shall be/ Organization should beHas identified / talks about the requirements of : Customer Requirements;System Requirements (ERP); Legal Requirements (Statutory Compliances) : Will be part of ISO audit. It will also include control over Outsourcing (Vendors / Agencies) Services for instance Vendor Selection, Vendor Analysis and Vendor Matrix Training Competency: HR has to play a major role in training competency (ISO 9001-2008 QMS Standard also talks about mapping of the training for each employee).Version 2008 include small contents of the ISO 14001:2004 EHS Standard e.g. Control on Carbon Foot Prints means amount of carbon dioxide gas realized in atmosphere. In QMS 2008 ERP will be the part of infrastructure & will be audited. (IT Department): Software maintenance;Software up-gradation; Password ControlPassword tracker;Password security;

Customer focusLeadershipInvolvement of peopleProcess approachSystem approach to managementContinual improvementFactual approach to decision makingMutually beneficial supplier relationships

Refer 0.2 Quality Management Principles (page no. V) of ISO 9001:2000 manual

Quality Management Principles

Organization depend on Customer. Must understand current and feature customer needs. Must exceed customer expectations CUSTOMER FOCUSCUSTOMERA customer is the most important visitor on our Premises. He is not dependent on us. We are dependent on him. He is not an interruption on work, he is the purpose of it. He is not an outsider on our business, but he is a part of it. We are not doing him a favour by serving him, he is doing a favour by giving us an opportunity to do so. - Mahatma Gandhi

LEADERSHIPLeader establish unity of purpose and direction of the organization.Maintain healthy environment in an Organization, in which people can become fully involved in achieving the organizations objectives.

People at all levels are the essence of organization.Peoples full enrolment enables to achieve the objectives of organization. INVOLMENT OF PEOPLE

A desired result is achieved more efficiently when related resources (Men / Machines / Materials / Money / Methods) and activities are managed as a process. PROCESS APPROCH TO MANAGEMENTRECRUITMENT PROCESS

Identifying, Understanding and Managing the inter-related processes as a system, improves the organizations effectiveness and efficiency. SYSTEM APPROCH TO MANAGEMENT

Continual improvement should be a permanent objective of the organization. CONTINUAL IMPROVEMENT

Effective decisions must be based on the analysis of the data and information FACTUAL APPROCH TO DECISION MAKING

An organization and its suppliers are interdependent.Mutually beneficial relationship with the suppliers enhances the ability of both to create value. MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIPS

PDCA Cycle By Edward Deming

PLAN DO CHECK - ACT CYCLE (PDCA)

Based upon work by W. A. Stewart and made popular by W.E.Deming Goal: Optimize and improve a single process model/production lineApproach: Uses such techniques as 1.feedback loops 2.Statistical quality control 3.Design of experiments 4.Data models based upon multiple replicationsResult: Predictive models of the relationship between process and product.

PLAN DO CHECK ACTContinuous improvement ?

Five Steps in ISOSay what you do. Identify Customer needs. Do what you say Improve it Prove it 2 1 34 5

Quality ControlQuality Management

PastFutureDetect faultsPrevent errorsLook for guilty persons Look for defaults in the processesAccuseHelp, Moderate, FacilitatePunishMotivateMicro-managementSystematic and systemic management

Transition Towards TQM

ISO Organization

Clause 1.0General

Standard is generic means applicable to all types of Organization, regarding of type, size and product provided.Enhance in meets customer needs and regulatory requirements.Aims to enhance customer satisfaction through effective application of system and processes for continual improvement. Application : Exclusions are made limited to requirements within clause 7, and such exclusions do not affect the organizations ability, or responsibility. e.g. Clause 7.3 Design and Development is applicable for production industry and not applicable for Service Industry. Clause 7.6 Control of monitoring and measuring equipments

Clause 2.0Normative references

The following referenced documents are indispensible (essential) for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the references document (including any amendments) applies.

ISO 9001:2005, Quality management systems Fundamentals and vocabulary

Clause 3.0Terms and Definitions:

Speaks about different terms and definitions used in ISO 9001 QMS Standard:ConformityNon-Conformity DefectPreventive actionCorrective actionDocumentRecordQuality ManualQuality planObjective evidenceInspectionVerificationReviewAuditAudit findingsAudit conclusions AuditeeAuditorAudit TeamContinuous Continual MeasurementAnalyses

Clause 4.0Quality management system:

General Requirement: The organization shall-Determine the processes needed for the quality management system and their application throughout the organization.Determine the sequence and interaction of these processes.Determine criteria and method needed to ensure that both the operation and control of these processes are effective.Ensure the availability of resources and information necessary to support the operation and monitoring of these processes.Monitor, measure where applicable, and analysis these processes, andImplement actions necessary to achieve planned results and continual improvement of these processes.

Clause 4.0Quality management system:

Documentation Requirement:General: The quality management system documentation shall include Documented statement of a quality policy and quality objectives.A quality manualDocumented procedures and records required by the international standard, andDocuments, including records, determined by the organization to be necessary to ensure the effective planning, operation and control of its processes.Quality ManualControls of documentControl of records

Clause 5.0Management responsibilities:

Communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements, with the aim of enhancing customer satisfaction.Establishing the quality policy.Ensuring that the quality objectives are established.Conducting management reviews, and Ensuring the availability of resources.Top management shall provide evidence of its commitment to the development and implementation of the quality management system and continually improving its effectiveness by -

Management ReviewReview input:Result of audits.Customer feedbackProcess performance and product conformityStatus of preventive and corrective actions.Follow-up actions from previous management reviews.Changes that could affect the quality management system.Recommendations for improvementReview output:Improvement of the effectiveness of the quality management system and its processes.Improvement of product related to customer requirements.Resource needs.

Clause 6.0Resource managementThe organization shall determine and provide the resources needed:Human Resource - Competency, education, training, awareness, skills and experienceInfrastructure: includes -Building, workspace and associated utilities.Process equipments (both hardware and software), and Support services (such as transport, communication or information system).Work environment:Conditions under which work is performed including physical environment and other factors (such as noise, temperature, humidity, lighting or weather).

Clause 7.0Product RealizationPlanning of Product realizationCustomer Related ProcessesDesign and DevelopmentPurchasingProduction and Service ProvisionsControl of monitoring and measurement equipments

Clause 8.0Measurement, analysis and improvement

Monitoring and Measurement Customer SatisfactionInternal AuditProcesses ProductControl of Non Confirmative Analyses of Data Corrective ActionPreventive ActionImprovements

Continual Improvement of the quality management system Customers (and other interested parties)RequirementsCustomers (and other interested parties)SatisfactionProductrealizationResource managementMeasurement, analysis and improvementManagement responsibilityProductInputOutputKeyValue adding activitiesInformation flow

Six mandatory proceduresControl of documentsControl of recordsInternal Quality AuditControl of non-conforming productsCorrective actionPreventive action

Quality Policy

It is the Vision and Purpose/Objective of the OrganizationThese objectives are laid down by the Top Management.Vision : Potential to be a GLOBAL LEADER among the Groups operating countries.

Mission: Growth through DELIVERING QUALITY SERVICES

The enablers for achieving this Mission will be:

Recruitment of right people

Training as a means to maintain the effectiveness of all operations of the Organization

Recognizing high performance and promoting team work.

Implement ISO 9001:2000 & similar international Standards.

Continuous improvement of all our processes through QSS.

Identifying and using state of the art technology, environment friendly Materials & Equipments.

Effective customer communication.

Setting Benchmark standards in the Industry.

K. J. JollyCountry ManagerRevised on 07-02-2008

Why adopt ISO 9000?To comply with customers who require ISO 9000To improve the quality systemTo minimize repetitive auditing by similar and different customersTo improve subcontractors performance

Documentation requirements

DOCUMENT , RECORD AND DOCUMENTATIONAny blank format is a document

When a document is filled-in for a certain period of time becomes record for that period

Storing or Saving or Filling of Record is Documentation

DOCUMENT CONTROLIssue No. Date of Issue Approved ByDate of Approval Authorized ByDate of Authorization Revised ByDate of ReviewDocument Can not be changed unless it is approved and authorized by the Top Management with coordination with the Management Representative with Proper clarification/ explanation for the reason of change and need to bring to the notice of External Auditor during audit.

DOCUMENT CONTROLReference No. Approved ByDate of Approval Authorized ByDate of Authorization Record Date of Record

DOCUMENTED PROCEDURE FOR DOCUMENT AN DOCUMENTDesigned byApproved byAuthorized byLife of the DocumentMethod of Distribution Who will convert as record Method of destructionShredding BurnStamping as DiscardedRevised byRevised byApproved byAuthorized by Method of Storage

DOCUMENTED PROCEDURE FOR RECORD AN RECORDWho will prepare the records Method of Storage Life of the Record Method of Destruction Shredding BurnStamping as DiscardedAnalyses of Record

System / Process Follow of System/ Process Evidence of System/ Process followAnalyses System / Process followImprovements System / ProcessContinual Improvement resulting in qualityDocumentation requirements

System / Process Follow of System/ Process Evidence of System/ Process followAnalyses System / Process followImprovements System / ProcessQualityLog Book Check list Service Level Agreement (SLA)Standard Operating Procedures (SOP) Scope of Work (SOW)Work Instructions (WI)Work Schedule (WS) Service Provider Service Taker Service Provider Service Taker Internal Audit Customer Feedback Customer Satisfaction Survey

Scope of Work Log BookChecklist & Work Schedule In Short :

Work Schedule TYPES :Daily Work Schedules: Activities which are carried out on daily bases.Weekly / Fortnight / Monthly / Bimonthly/ Quarterly / Half Yearly / Yearly Work Schedule:Activities which cannot be carried out on daily bases need to be distributed in Weekly, Fortnight, Monthly.bases. Work Schedule can be defined as Time and Motion study of the Task to be performed.

Log Book IT INCLUDES :Activities carried out as per Daily Cleaning Schedule.Activities carried out as per the observation recorded in Daily Checklist. (Corrective Action under Clause 8.5.2)Activities carried out as per Weekly / Monthly / Fortnightly Cleaning Schedule.Points discussed in Briefing/ Debriefing/ Training at site (Preventive Action under Clause 8.5.3)Lost and Found (if Any)Messages or Information from the client.Any undue incident at site (if Any) For a normal layman it is a Message Book.For ISO it is follow-up of System.

Check List Acts as an evidence for System follow as it is being signed by two parties i.e. Service Provider (Site FM/ FE/ Supervisor) and Service Taker (Client).

When a paper is signed by two parties it acts as an evidence.

Product Identify that the Product is delivered in the specified Area Is an very important Column where the Supervisor records his observation during his Morning Round To be filled in by Site Supervisor before 09:00 AM by Morning Shift Observation recorded in Remark Column of Checklist are ve need to converted into +ve by showing Corrective Action in Log Book

Question & Answers

**Notes personnelles :