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TANGA UWASA AWARDED ISO 9001:2015 CERTIFICATE FOR ITS QUALITY MANAGEMENT SYSTEM

CASE STUDY

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TANGA UWASA AWARDED ISO 9001:2015 CERTIFICATE FOR ITS QUALITY MANAGEMENT SYSTEM CASE STUDY2

“FOLLOWING A SUCCESSFUL TRANSITION PROJECT, TANGA UWASA’S QUALITY MANAGEMENT SYSTEM HAS BEEN ACCREDITED AGAINST THE NEW ISO 9001:2015 STANDARD, WITH SUPPORT AND AUDITS FROM SGS.”

SAFE WATER SUPPLIERTanga UWASA serves clean and safe water to the City of Tanga in the United Republic of Tanzania. The company also provides sewerage services to the city with the objectives of safeguarding human health and protecting the environment from the adverse effects of the unsafe disposal of wastewater from domestic, commercial and industrial centres.

Tanga’s population of 287,000, as derived from the 2012 census, lives principally in urban area (86%) with the rest (14%) living in villages that fall within the municipality’s boundaries. Tanga UWASA serves about 96.7% of the population with water, and 9.7% with sewerage. The water supplied to consumers is safe and clean, with availability at an average of 23 hours a day. “I am very proud of the achievements attained by the authority since its inauguration in 1998. We are now providing safe and clean water to the city population for 23 hours a day,” explains Eng. Joshua Z. Mgeyekwa, Managing Director of Tanga UWASA.

Following major investment, the water treatment plant’s production capacity is now 42,000m3 per day. Current water demand averages about 30,000 m3 per day.

TANGA UWASA CHOOSES SGSFollowing a selection process in 2007, the Tanga UWASA Team, then led by Pima Mohamed, selected SGS because “a close colleague who was then working as the Chairman of the Regional Tanzania Chamber of Commerce, Industry and Agriculture office in Tanga had recommended SGS services.”

As SGS is one of the few reputable entities offering certification services and local ground support, Tanga UWASA chose to appoint it as the Certification Body for their Quality Management System (QMS).

ISO 9001:2015 – THE ROUTE TO CERTIFICATIONBuilding on its existing ISO 9001:2008 certification, Tanga UWASA was keen to update its accreditation to the new edition, and started work in early 2016. To effect a smooth transition, the authority trained its employees to understand and appreciate the differences between ISO 9001:2015 and ISO 9001:2008. Following extensive preparation work, it also worked closely with a team from SGS to undergo the certification audits required to complete the transition process.

The steps were as follows:

Tanga Urban Water Supply and Sanitation Authority (Tanga UWASA) has successfully fulfilled the criteria and demonstrated compliance with the international standard on quality service delivery.

CERTIFICATE PRESENTATIONTanga UWASA is the first organization in the United Republic of Tanzania to receive the ISO 9001:2015 certification following audit and assessment by SGS. This certification demonstrates that Tanga UWASA has updated and upgraded its management systems to meet the latest world standards. It also illustrates that the authority consistently meets customer requirements and aims to improve its customer satisfaction.

In September 2016, the Chairman of the Board of Tanga UWASA, Mr. Salum Shamte, received the ISO 9001:2015 certificate from SGS at the Tanga UWASA headquarters in Tanga. He said the authority: “recognizes the high standards which will need to be maintained in order to maintain the certificate.” On behalf of SGS, Mr. Samuel “Kiki” Gyan thanked Tanga UWASA for the invitation and congratulated the authority for “undergoing the rigorous audits and successfully attaining certification to the new version of the Quality Management System standard.”

Published on September 15, 2015, the ISO 9001:2015, the new edition supersedes the 2008 edition. As a result, all companies which have been certified against ISO 9001:2008 have been given plenty of time to transition to the new version.

To support Tanga UWASA’s transition and smooth the process, SGS developed a set of objectives, including:

CERTIFICATE PRESENTATIONA number of objectives are associated with the transition from ISO 9001:2008 and the upgrade to the 2015 edition. The three most critical are:

The International Organization for Standardization (ISO) wants to see ISO 9001 and all other ISO standards continue to grow

Simplification of the language used to help people to understand the requirements

To make the standard leaner and more business-oriented than its predecessor

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Ensure the Tanga UWASA QMS complies with the ISO 9001:2015 standard

Ensure the organization takes appropriate action to meet its quality objectives

Explain the purpose and intent of the new series of management systems standards

Indicate the differences between ISO 9001:2015 and ISO 9001:2008 standards

Identify and address any QMS issues

Ensure Tanga UWASA key staff are equipped with the knowledge and skills to perform first, second and third party audits of QMS against ISO 9001

Emphasize training as a tool to develop an appreciation of the timeline for moving to the 2015 standard

Identify any potential improvements to the QMS

TANGA UWASA AWARDED ISO 9001:2015 CERTIFICATE FOR ITS QUALITY MANAGEMENT SYSTEM CASE STUDY3

COVERAGE96.7% of the population of Tanga is supplied with clean and safe water, and 9.7% with sewerage services. The water supplied to consumers is safe and clean, and available for an average of 23 hours a day

EASY PAYMENT SERVICESThe introduction of payment of bills using mobile financial services, such as Tigo Pesa and M-Pesa, has reduced unnecessary queues and meter reading using Android mobile phones has increased the data quality and timely billing

WORLD CLASS SERVICEISO 9001:2015 accreditation status fell in line with the authority’s vision of becoming a world class customer-focused water and sanitation utility. This strongly emphasizes the organization’s determination to continually improve and stand out from the competition

EXCEEDING CUSTOMER EXPECTATIONSImplementing the ISO 9001 standard has significantly improved Tanga UWASA’s ability to meet and exceed its customer expectations by utilizing advances in technology, such as the introduction of mobile money payments through popular systems such as Tigo Pesa and MPESA

AWARDS• Best Water Utility Company for three consecutive years as assessed by

the Energy and Water Utilities Regulatory Authority (EWURA)

• First Water Supply and Sanitation Company to be awarded Class 1 License by the Energy and Water Utilities Regulatory Authority (EWURA)

• Became the first client of SGS in Tanzania to be awarded with the newly released ISO 9001:2015 certificate

TANGA UWASA AWARDED ISO 9001:2015 CERTIFICATE FOR ITS QUALITY MANAGEMENT SYSTEM CASE STUDY4

CONTACT SGSTo learn how SGS can help your organization with ISO 9001:2015

certification journey, contact us today.

www.sgs.com/facebook www.sgs.com/twitter www.sgs.com/linkedin certification@sgs.comwww.sgs.com/certification

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ABOUT SGSSGS is the world’s leading inspection, verification, testing and certification company. SGS is recognised as the global benchmark for quality and integrity. With more than 97,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world. In Tanzania, SGS is the country’s leading inspection, verification, testing and certification company with more than 300 permanent employees operating in Dar es Salaam, Tanga, Mtwara, Mwanza and the mine sites spread throughout the lake zone area and any other location where need arises.

THE GLOBAL SGS ACADEMYThe SGS ACADEMY network spans the whole world, delivering courses in multiple languages in multiple countries. Our blended learning experiences and accelerated learning techniques help you to achieve your training goals either for individuals or your workforce as a whole. To find out more about how SGS Academy can help you and your business to continually develop, contact train.global@sgs.com or visit www.sgs.com/academy.

ABOUT TANGA UWASATanga Urban Water Supply and Sewerage Authority operates in Tanga City and serves about 96.7% of the urban population with clean and safe water for an average of 23 hours a day. The population served by the sewerage system is only 9.7% of the urban population. Tanga UWASA provides sewerage services in Tanga city with the objectives of safeguarding the health of people and maintaining the environment against the effect of unsafe disposal wastewater from domestic, commercial and industrial centres. It is currently the Best Water Utility Company in Tanzania. To find out more about Tanga UWASA, please visit www.tangauwasa.go.tz.

TANGA URBAN WATER SUPPLY AND SEWERAGE AUTHORITY OPERATES IN TANGA CITY AND SERVES ABOUT 96.7% OF THE URBAN POPULATION WITH CLEAN AND SAFE WATER FOR AN AVERAGE OF 23 HOURS A DAY.