These are part of my training slides for ISO certified company (using a high-impact approach). Further enquiry on the training, please e-mail nikzafri@yahoo.com (genuine RFQ only!)
QUALITY CONTINUOUS JOURNEY – WHAT ELSE CAN BE IMPROVED?
Introduction/Refresher
1.0 QUALITY MANAGEMENT SYSTEM
Definition for Quality:
• Fitness for Purpose (Internal and External Quality Control - 50%) and
• Client's and Internal Satisfaction (Internal and External Quality Assurance – 50%) - Both QC and QA have respective specifications to be fulfilled – combined both = Quality Management System (QMS)
Common Challenge 1
The word “Quality” on Manual, Policy, Procedures etc. should not be narrowed only to the Quality Department or Management Representative.
Quality is always a shared commitment.
Then Quality Manual, Quality Policy, Quality Procedures are to be deemed and understood as your Company's Manual, your Company's Policy, your Company's Procedures.
Rationale : to avoid 'finger pointing'
Common Challenge 2
Quality, Health and Safety, Security, Environment - Domino Theory – One tile fall, so will the others – ALL IS REQUIRED
Once again, the same as Common Challenge 1 – not to be narrowed to a certain department e.g. Safety & Health and Security is a SHARED COMMITMENT thus making them your Company's Manual, your Company's Policy, your Company's Procedures.
Rationale : to avoid 'finger pointing'
BRANDING :
THIS IS THE WAY YOUR COMPANY WORKS!!!
COMMON ERROR
Your Company is Certified NOT Accredited (by ISO....)
CERTIFICATION BODY – A body that issued the certificate according to the nature of business – e.g. SIRIM QAS, DET NORSKE VERITAS, LLOYDS, SGS ETC.
ACCREDITATION BODY - A Body that accredits the scope of business/industry in order to qualify the certs issued by the certification body (Accredited Certification Body) e.g. – DEPARTMENT OF STANDARDS MALAYSIA (DSM), UNITED KINGDOM ACCREDITATION SERVICE (UKAS), ANSI-ASQ – NATIONAL ACCREDITATION SERVICE (US) ETC. (MINISTRY OF SCIENCE, TECHNOLOGY AND INNOVATION (MOSTI)
OTHER KNOWN EXAMPLES
Education
INSTITUTIONS OF HIGHER LEARNING MALAYSIA (CERTIFICATE PROVIDER – PHD, DEGREE, DIPLOMA IN ???) MUST BE ACCREDITED BY MALAYSIAN QUALIFICATION AGENCY (MQA) – USED TO BE CALLED LAN. MINISTRY OF EDUCATION
Competency and Skills
COMPETENCY BASED INSTITUTION (CERTIFICATE PROVIDER – SKM 1 – 5 IN ???) MUST BE ACCREDITED BY NATIONAL VOCATIONAL TRAINING CENTRE (MLVK) – MINISTRY OF HUMAN RESOURCES
2.0 DOCUMENTATION
2.1 Quality Manual
- Common Error : Do it make sufficient reference to the Laws, Regulations, Standards etc.? e.g. This Manual is developed by taking into account the following Laws, Regulations, Standards as far as is applicable:
a. Occupational Health and Safety Act 1994
b. Environmental Quality Act, 1974
c. The International Safety Management Code (ISM) – an International Management Code
for the Safe Operation of Ships and for Pollution Prevention,
d. Petroleum Mining Act, 1966
e. ISO 9001:2008
f. OHSAS 18001: 2007
g. EMS ISO 14000 : 2004
WHY?
This is :
a. To assure the Client's that every measure has been taken to customize the documentation to support contractual requirements.
b. To ensure a stringent enforcement
NOT A GREAT CHALLENGE : TO INTEGRATE QUALITY, HEALTH & SAFETY, SECURITY, ENVIRONMENT (HSEQ) MOST OF YOU HAVE DONE IT!
CHALLENGE 1 : CERTAIN CERTIFICATION BODIES VIA ADEQUACY/ COMPLIANCE/SURVEILLANCE ASSESSMENTS - TENDS TO TREAT QUALITY AS A SEPARATE ISSUE - (ISO 9000), HEALTH AND SAFETY A SEPARATE ISSUE (OHSAS 18000), ENVIRONMENT A SEPARATE ISSUE (EMS ISO 14000)
CHALLENGE 2 : THE RESPONSIBILITY SPELLED OUT IN PROCEDURES COMPARED TO JOB DESCRIPTION, DUTIES, RESPONSIBILITIES AND AUTHORITIES. INTEGRATE BOTH IN THE JD! NO OVERLAPPING!
CHALLENGE 3 : METHOD STATEMENTS VS JOB SAFETY ANALYSIS – INTEGRATE OR NOT TO INTEGRATE?
3.0 MANAGEMENT RESPONSIBILITY
What is RESPONSIBILITY? What is COMMITMENT?
Simple Formula
A) RESPONSIBILITY + COMMITMENT = ACCOUNTABILITY
Responsible for WHAT?
- Budget, Plant and Machinery, Conducive Working Environment, Transportation, ICT etc.
Commited to WHAT?
- ensure implementation of The LAW, Quality, Safety, Security, Environment, Standards, Customer Requirements/Specifications, Vision, Objectives, KRA-KPI, Balance Scorecard etc.
ACCOUNTABLE to providing resources to ensure smooth operation from start to end.
So - the equation :
ACCOUNTABILITY
+ RESPONSIBILITY
+ COMMITMENT
--------------------
= LEADERSHIP
-----------------
LEADERSHIP of WHAT?
PEOPLE
Common Error
KEY PERFORMANCE INDICATORS, KEY RESULT AREAS, BALANCE SCORECARDS, DEPARTMENT/UNIT OBJECTIVES ARE OF DIFFERENT PLANETS – NOT LINKED TO ONE ANOTHER - OBJECTIVES SHOULD BE CONSISTENT WITH KPI, KRA, BALANCE SCORECARD ETC. (CASCADING PRINCIPLE – PETER DRUCKER – MANAGEMENT BY OBJECTIVES)
4.0 TRAINING
5.0 PLANNING, OPERATION, PROCUREMENT, CONTROL (PRODUCT REALIZATION)
5.1 Planning
You have proper scheduling – CONGRATULATIONS - with all the Critical Path Method (CPM) – Pert Analysis, Gantt Chart etc. GOOD!
Improvement: The RED BAR to indicate CPM on every activity
Additional explanatory notes are REQUIRED besides than depending on the data inputs from the software. This is WHERE Quality comes in with the experience of Data Analysis and Improvement to be made! Thus the CPM should also take into account quality setbacks based on experience running a project. Hence will improve the timing accuracy
THIS CAN BE REFLECTED IN THE PROJECT MANAGEMENT/PROGRESS REPORTS
Common Error 1
AUDIT? – A SCHEDULED & PERIODICAL ASSESSMENT ON THE OVERALL MANAGEMENT SYSTEM – BE IT QUALITY, SAFETY, ENVIRONMENT
INSPECTION? – A ROUTINE UNSCHEDULED ASSESSMENT ON PRODUCT & WORKMANSHIP (PROJECT) - CONTRACTED
SIMILARITY : BOTH CAN ISSUE NON-CONFORMANCE REPORTS (NCR) /CORRECTIVE ACTION REQUEST (CAR)
CHALLENGE
DO CLIENT REQUIRE PROJECT QUALITY (OR HSEQ) PLAN? OR PROJECT EXECUTION PLAN (IF YOU ARE IN THE CONSULTING/DESIGN CAPACITY) OR YOU JUST DEPEND ON THE CONTRACT SPECS OR IF THE CLIENT DO NOT NEED IT – WHY DO IT? (PROACTIVE VS REACTIVE!)
6.0 MEASUREMENT ANALYSIS AND IMPROVEMENT
DO YOU MEASURE COST OF QUALITY
(IS IT STATED ANYWHERE IN THE NCR?, SITE DIARY, LOGS - INTANGIBLE COST)
PREVENTIVE ACTION :
DO YOU TAKE INTO ACCOUNT PAST DATUM OF WASTAGE CONTROL, POSSIBLE REPAIR ETC (CONTINGENCY) - TAKEN INTO ACCOUNT IN THE FUTURE COSTING/BQ?
QUALITY CAN HELP IN MAKING YOUR CONTINGENCY COST BETTER. ANALYSIS OF DATA, CONTINUAL IMPROVEMENT PROPOSAL FROM THE MANAGEMENT REVIEW MEETING - CAN BE TAKEN INTO ACCOUNT WHEN DOING FUTURE COSTING AND BILL OF QUANTITIES.
E.G. BUFFER STOCK – WHERE DID THE DATA CAME FROM?
CONCLUSION
QUALITY IS A CONTINUOUS JOURNEY.
DO NOT BE IN THE COMFORTABLE ZONE.
YOU’LL KNOW HOW IMPORTANT THIS IS WHEN YOUR COMPANY STARTS DIVERSIFYING FURTHER!
(well...THEY MIGHT!)
