ISO Best Practices

DIMO (PVT) LIMITED

By Indiwary Fernando

What is ISO?

• ISO (International Organization for Standardization) is the world's largest developer and publisher of International Standards.

• ISO is a non-governmental organization that forms a bridge between the public and private sectors.

• Therefore, ISO enables a consensus to be reached on solutions that meet both the requirements of business and the broader needs of society.

OBJECTIVES

•  Awareness on objectives (Objective Monitoring Table)

• Availability of data relevant to objectives (Dash board)

• Action plan to achieve the objectives (Marketing plan)

• Record the reasons for deviations and actions taken for those (Meeting minutes)

Objective Monitoring Table

Dash Board

ISO REQUIREMENTS – MARKETING

• Recording customer requirements including delivery date

• Communicating customer requirements to relevant sections –(Update the record)

• Product specifications for standard products (Product catelogues)

 

ISO REQUIREMENTS – MARKETING (2)

• Main customer base and potential customers (As BOI registry)

• Customer Survey Index and actions taken for weak areas

• Awareness on customer complaints relevant to dept and procedure of recording

• Awareness on reason correction & corrective action for those complaints

Customer Satisfaction Index

ISO REQUIREMENTS – MARKETING (3)

• Awareness on credit period• Marketing Plan including

promotions and advertising• Competitor analysis unacceptable• Basics of 5S (Maintaining of files

and work area)• Price lists • Evaluations of Suppliers &

Subcontractors

ISO REQUIREMENTS – MARKETING (4)

• Tender Participation and rank (If not awarded competitor and reason)

• Lost Sales Analysis• Display the Quality Policy and

awareness on Quality Policy

ISO REQUIREMENTS – SERVICE

• Separate approved estimates(With customer approval) and pending estimates

• Checklist to be prepared for difference products when visiting a customer to record the requirements as it helps not to miss out any points

• Get the Completion Letters & Handing over documents sign by customer at the time of handing over a project

 

ISO REQUIREMENTS – SERVICE (2)

• Define standard time period for Warranty services according to the type of project.

• Record the problem, Reason, Correction & Corrective action

• Customer Satisfaction Analysis• Colour system to identify the repair

stage and display it (Standard place)

ISO REQUIREMENTS – SERVICE (3)

• Service schedule; Service check list• Calibration Schedule, Record &

sticker for calibration• Method of calibration• Removal of repaired items (Time

duration)• Checklist of inspection after repair • Display the Quality Policy and

awareness on Quality Policy• Record the items given by the

customer if any

FLOW CHARTS

•  Check whether the flow chart has implemented

• Check whether the records are available according to the flow chart

• Check whether the records are updated properly (Date, Signature etc)

FLOW CHART OF THE DEPARTMENT

EMS

•  Aspect impact identification (Aspect smoke impact cancer 4.4.2)

• Based on highest rating set up objectives or operational controls (how to minimize the aspect-4.4.3)

• Availability of data and management program for those objectives

Aspect Impact Register

EMS (2)

• Awareness on emergency preparedness (For oil or chemical spillage, chemical explosion)

• Legal requirements (Noise level water quality)

• Awareness on MSDS availability of MSDS (From where you can refer those and what is the first action for spillage, contamination, skin exposure)

EMS (3)

• Availability of separate waste bins (They should not expose to rain)

• Avoid leaks spillage and awareness on how to remove those oil, acid

• House keeping – Place for scrap metal, glass and tyre

• Activate stand by mode for all computers, printers and fax machines

EMS (4)

• AC awareness on AC temperature and how to act when there is a power failure

• Emergency – Do they have enough fire extinguishers, Mock drill, proper access to fire extinguishers, awareness on fire team members, each ones role in emergency situation and phone numbers

• Awareness and display of Quality Policy and Environment Policy

• Improvements - polythene recycling minimize the water consumption

Thank You