iso implementation - a case study v.p. gupta, principal chief engineer (electrical) bharat sanchar...

ISO IMPLEMENTATION

- A CASE STUDY

V.P. Gupta, Principal Chief Engineer (Electrical)

Bharat Sanchar Nigam Limited, Chennai

Electrical Wing, BSNL, Tamilnadu

INTRODUCTION

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.

For re-certification, External Audit completed in June, 2007.


SCOOPE OF CERTIFICATION

• Planning, Designing, Procuring, Installation, Monitoring, Energy Auditing, Operation and Maintenance of Electrical, Airconditioning and other Electro-mechanical Services for BSNL, Telecom, Admn Building and Staff Quarters.


ISO9001-2000: 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


ISO9001-2000: APPLICATION

Apply all requirementsExclude only those requirements that

neither affect ability to comply with customer/regulatory requirementsnor absolve the organization of its responsibility to comply with customer/regulatory requirements

Exclusions are limited to Clause 7 onlyExclusions due to

nature of organisationnature of product


ISO9001-2000: TERMS & DEFINITIONS

As given in ISO 9000:2000Product -Result of a processContinual Improvement

part of the quality management system focussed on increasing the effectiveness of organization to fulfil quality policy and quality objectives, on an ongoing basis

Supply Chain

Supplier Organization Customer


1. Scope2. Normative Reference3. Terms & Definitions4. Quality Management System5. Management Responsibility6. Resource Management7. Product Realization Processes8. Measurement, Analysis & Improvement

General RequirementsDocumentation Requirements

GeneralQuality ManualControl of DocumentsControl of Records

ISO9001-2000: STRUCTURE


Management CommitmentCustomer FocusQuality PolicyPlanningResponsibility,authority& communicationManagement Review




Provision of ResourcesHuman ResourcesInfrastructureWork Environment




Planning of Product realisationCustomer Related ProcessesDesign and DevelopmentPurchasingProduction & Service provisionControl of Measurement and

Monitoring Devices




GeneralMeasurement & Monitoring

Customer SatisfactionInternal AuditsProcessesProducts

Control of Nonconforming productAnalysis of DataImprovement

Continual ImprovementCorrective ActionsPreventive Actions




PDCA (PLAN – DO – CHECK - ACT)

PLANEstablish the objectives and processes to deliver results in accordance with the customer requirements and the organisationDOImplement the processCHECKMonitor and measure process and product against policies, objectives and requirements for the product and report the results.ACTTake action to continually improve process performance.


TERMS AND DEFINITIONS

ORGANISATION

PRODUCT OR SERVICE

SUPPLIER

(OUTSOURCING)

REGULATORY AUTHORITY

CUSTOMERS

(END USERS)


Management Meetings.

Training at ALTTC

Quality Policy and Quality Objectives

Quality Manual and Procedure Manual

Review of QMS

ISO AWARENESS


THE PROCESS MODEL

Product

Continual Improvement of theQuality Management System

Customer

SatIsfacttIon

Customer

RequIrement

ManagementResponsibility

ResourceManagement

ProductRealization

MeasurementAnalysis andImprovement


TYPE OF DOCUMENTS

QUALITY MANUAL PROCEDURES PROCESS DOCUMENTS QUALITY PLANS WORK INSTRUCTIONS TECHNICAL DATA SPECIFIATIONS/ NORMS FORMS TECHNICAL PRODUCT DOCUMENTS DOCUMENTS OF EXTERNAL ORIGIN


PURPOSE OF DOCUMENTS

TO SPELL OUT REQUIREMENTS(QUALITY MANUAL, PROCEDURES, WORK INSTRUCTIONS, QUALITY PLANS ETC.)

PURPOSE OF RECORDS

(RECORDS, DATA, REPORTS, MINUTES, AUDITS ETC.


NEED OF DOCUMENTS

REFERENCE FOR IMPLEMENTATION, EVALUATION OF QMS I/C IMPROVEMENTS

ENSURES FORMALITY BRINGS TRANSPARENCY WITHIN ORGANISATION, WITH CUSTOMERS AND CERTIFICATION BODIES

ENSURES COMMON UNDERSTANDING

USEFUL TOOL FOR TRAINING


ISO DOCUMENTATIONQuality Manual and Procedures Manual are mandatory documents. They have been revised before re- Certification.

Present Issue No.4 dated 28.4.2007 for both.

MIS reports, Customer (SSA/ Admn. Unit office) feedback reports, Internal Quality Audit System, Meetings with Suppliers and their assessment reports for continual improvement.


ISO DOCUMENTATION contd.

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.


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)


ISO REVIEW AND FEEDBACK

Three levels of Management meetings

- in o/o 1. PCE(E) 2. SE(E) 3. EE(E)

- Recorded and Documented.

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.


ISO REVIEW AND FEEDBACK contd.

Customer feedback and meeting with customers

Suppliers feedback and meeting with suppliers.

Internal Quality Audit/External Quality Audit

Circulars and Guidelines

Feedback on items such as days to day points and Work Instructions and Check lists.


QUALITY MANUAL

IMPORTANT ITEMS


QUALITY MANUAL

-The Quality Manual is the 1st 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.


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.


MISSION

Customer Satisfaction, Quality of Service, Cost Consciousness and Conservation of Energy.


QUALITY POLICYOriginal Works: BSNL, Electrical Wing, Tamilnadu avows to provide World Class Electrical and Electromechanical Services to our Customers by Effectively deploying the infrastructure.


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.


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.


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.


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.

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.



3 Core Energy Management Group Meetings / Programmes for each SSA in a year

Maintain the Power Factor above 0.95.



EXECUTION PROCESS REPORT

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


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.


PROCEDURES MANUAL

IMPORTANT ITEMS


-The Procedure Manual is the 2nd. 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.

PROCEDURES MANUAL


1. Procedure for Control of Documents (PR1)2 Procedure for Quality Records (PR2)

3. Procedure for Internal Audit (PR3)

4 Procedure for Control of non conforming product (PR4)

5 Procedure for Corrective Action (PR5)

6. Procedure for Preventive Action (PR6)

7. Procedure for Maintaining Stores (PR7)8. Procedure for Customer Feedback (PR8)9. Procedure for Execution Process Report10. Procedure for MRC Meeting11. Procedure for Planning and Control of Works.

PROCEDURES MANUAL contd.

It contains following procedures


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


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

Why do we need QMS ?


Customer - focused organizationLeadershipInvolvement of peopleProcess approachSystem approach to managementContinual improvementFactual approach to decision makingMutually beneficial supplier relationship

Quality Management Principles


Quality management principles

Customer - Focused Organization

Organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer

expectations.


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.



Involvement of People

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.



Process Approach

A desired result is achieved more efficiently when related resources and activities are

managed as a process.



System Approach to Management

Identifying, understanding and managing a system of interrelated processes for a given

objective improves the organization´s effectiveness and efficiency.



Continual Improvement

Continual improvement should be a permanent objective of the organization.



Factual approach to decision making.

Effective decisions are based on the analysis of data and information.



Mutually beneficial supplier relationships

An organization and its suppliers are interdependent, and a mutually beneficial

relationship enhances the ability of both to create value.



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.

REGULATORY REQUIREMENTS

Structure changes


Purchase with specifications and verification of purchased items. Supplier’s relationship, meeting with

contractors. Production and service provision, work instructions, suitable equipment, measuring devices, delivery and post delivery activities. Control of monitoring and measuring devices Permitted exclusions Customer Property

THINGS REQUIRED TO BE DONE FOR IMPROVEMENT


Customer’s satisfaction Internal audit Non conformint products Non conformitites Corrective Action Preventive Action



Documentation- Quality Manual- Six Mandatory procedures- Work Instructions, Forms and Chklists- Records to be maintained

Apply for certification Adequacy audit External audit Non conformities raised - Action Plan Get ISO Certificate



Enables to systematically provide Electro-Mechanical Services with Quality, Speed, Energy Conservation and ensures their continuous and reliable operation.

Provides a Management System which Facilitates: Regular Management Meetings at Three

Levels (PCE, SE’s & EE’s Level)

Feedback From SSAs & Suppliers for Continual Improvement.

BENEFITS OF ISO 9001:2000 CERTIFICATION


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.

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.

BENEFITS OF ISO 9001:2000 CERTIFICATION

iso implementation - a case study v.p. gupta, principal chief engineer (electrical) bharat sanchar...

Documents

electrical wing

structure slide

chennai slide

analysis improvement

management responsibility

quality management system

tamilnadu iso9001

resource management