why do we need quality management in government agencies? what was idots experience with quality...

MAPPING THE ROAD TO SUCCESS WITH ISO 9001:2008

John D. Baranzelli, P.E.ISO Quality Assurance Officer

Learning Objectives

Why do we need quality management in government agencies?

What was IDOT’s experience with quality management?

What is ISO 9001?

How did IDOT implement ISO 9001?

What are some keys to success in implementing ISO 9001?

Why do we need quality management in government

agencies?

Source: www.newsuem.comAccess date: December 2 – 5, 2009

IDOT’s Experience

What is ISO 9001?

• International organization for standardization

• Generic requirements for a quality management system

• Serves as a blueprint for construction of a quality management system

• Third party certification can provide additional assurance

DO

CHECKACT

PLAN

Customer Focus

Customer Focus

Customer satisfaction measurements

Customer complaint process

Internal Customers

Leadership

Leadership

Quality Policy

Quality Objectives

Management Commitment

Management Representative

Involvement of People

Involvement of People

Responsibilities and authorities

Training, Competency and Awareness

Quality objectives required at all levels

Process Approach

Programming

Planning DesignConstructio

n

Process Approach

Document interrelation of processes

Document control

All processes must be monitored

System Approach To Management

System Approach To Management

Quality Manual

Quality management system planning

Management review

Continual Improvement

Continual Improvement

Corrective actions

Preventive actions

Internal audits

Measurements

Factual Approach to Decision-Making

Factual Approach to Decision-Making

Analysis of data

Should include statistical analysis

Allocation of resources tied to measureable outcomes

Mutually Beneficial Supplier Relationships

Mutually Beneficial Supplier Relationships

Purchasing process

Supplier evaluations

Supplier corrective actions

• DOCUMENT QUALITY SYSTEM

• REVISE PROCEDURES

• REVISE MANUALS

• IMPLEMENT QUALITY SYSTEM

• PRODUCTS• SERVICES

• INTERNAL AUDITS• PROCESS

MEASUREMENTS• PRODUCT/SERVICE

MEASUREMENTS

• MANAGEMENT REVIEW

• CORRECTIVE ACTIONS

• PREVENTIVE ACTIONS

PLAN DO

CHECKACT

• DOCUMENT QUALITY SYSTEM

• REVISE PROCEDURES

• REVISE MANUALS

• IMPLEMENT QUALITY SYSTEM

• PRODUCTS• SERVICES

• INTERNAL AUDITS• PROCESS

MEASUREMENTS• PRODUCT/SERVICE

MEASUREMENTS

• MANAGEMENT REVIEW

• CORRECTIVE ACTIONS

• PREVENTIVE ACTIONS

PLAN DO

CHECKACT

• DOCUMENT QUALITY SYSTEM

• REVISE PROCEDURES

• REVISE MANUALS

• IMPLEMENT QUALITY SYSTEM

• PRODUCTS• SERVICES

• INTERNAL AUDITS• PROCESS

MEASUREMENTS• PRODUCT/SERVICE

MEASUREMENTS

• MANAGEMENT REVIEW

• CORRECTIVE ACTIONS

• PREVENTIVE ACTIONS

PLAN DO

CHECKACT

• DOCUMENT QUALITY SYSTEM

• REVISE PROCEDURES

• REVISE MANUALS

• IMPLEMENT QUALITY SYSTEM

• PRODUCTS• SERVICES

• INTERNAL AUDITS• PROCESS

MEASUREMENTS• PRODUCT/SERVICE

MEASUREMENTS

• MANAGEMENT REVIEW

• CORRECTIVE ACTIONS

• PREVENTIVE ACTIONS

PLAN DO

CHECKACT

• DOCUMENT QUALITY SYSTEM

• REVISE PROCEDURES

• REVISE MANUALS

• IMPLEMENT QUALITY SYSTEM

• PRODUCTS• SERVICES

• INTERNAL AUDITS• PROCESS

MEASUREMENTS• PRODUCT/SERVICE

MEASUREMENTS

• MANAGEMENT REVIEW

• CORRECTIVE ACTIONS

• PREVENTIVE ACTIONS

PLAN DO

CHECKACT

• DOCUMENT QUALITY SYSTEM

• REVISE PROCEDURES

• REVISE MANUALS

• IMPLEMENT QUALITY SYSTEM

• PRODUCTS• SERVICES

• INTERNAL AUDITS• PROCESS

MEASUREMENTS• PRODUCT/SERVICE

MEASUREMENTS

• MANAGEMENT REVIEW

• CORRECTIVE ACTIONS

• PREVENTIVE ACTIONS

PLAN DO

CHECKACT

March to CertificationGAP ANALYSIS

DOCUMENT QMS

INTERNAL AUDIT

MANAGEMENT REVIEW

CORRECTIVE ACTIONS

March to CertificationGAP ANALYSIS

DOCUMENT QMS

INTERNAL AUDIT

MANAGEMENT REVIEW

CORRECTIVE ACTIONS

March to CertificationGAP ANALYSIS

DOCUMENT QMS

INTERNAL AUDIT

MANAGEMENT REVIEW

CORRECTIVE ACTIONS

March to CertificationGAP ANALYSIS

DOCUMENT QMS

INTERNAL AUDIT

MANAGEMENT REVIEW

CORRECTIVE ACTIONS

March to CertificationGAP ANALYSIS

DOCUMENT QMS

INTERNAL AUDIT

MANAGEMENT REVIEW

CORRECTIVE ACTIONS

March to CertificationGAP ANALYSIS

DOCUMENT QMS

INTERNAL AUDIT

MANAGEMENT REVIEW

CORRECTIVE ACTIONS

Certification ProcessDESK AUDIT

ON-SITE READINESS REVIEW

REGISTRATION AUDIT

SURVEILLANCE AUDIT

REASSESSMENT AUDIT

Certification ProcessDESK AUDIT

ON-SITE READINESS REVIEW

REGISTRATION AUDIT

SURVEILLANCE AUDIT

REASSESSMENT AUDIT

Certification ProcessDESK AUDIT

ON-SITE READINESS REVIEW

REGISTRATION AUDIT

SURVEILLANCE AUDIT

REASSESSMENT AUDIT

Certification ProcessDESK AUDIT

ON-SITE READINESS REVIEW

REGISTRATION AUDIT

SURVEILLANCE AUDIT

REASSESSMENT AUDIT

Certification ProcessDESK AUDIT

ON-SITE READINESS REVIEW

REGISTRATION AUDIT

SURVEILLANCE AUDIT

REASSESSMENT AUDIT

Certification ProcessDESK AUDIT

ON-SITE READINESS REVIEW

REGISTRATION AUDIT

SURVEILLANCE AUDIT

REASSESSMENT AUDIT

Keys to Success

Align Internal Audits with ISO 9001:2008

Quality Objectives for all processes

Build a robust corrective/preventive action system

Create a solid management review process

STRATEGIC OBJECTIVE

Improved safety on state highway system

Improve diversity in the agency purchasing process

Reduce processing time

QUALITY OBJECTIVE

Reduce number of fatal accidents

Reduce number of projects where DBE goal not met

Reduce the number of processing errors

RISK EVENT

Increased workload increases potential for fraud

Higher than expected bids

Increased potential of equipment failure

PREVENTIVE ACTION

Outsource sample collection and monitoring

Develop targets for LA expenditure and monitor

Contingency plan for single/multiple equipment failures

PLAN

DOCHECK

ACT

PLAN

DOCHECK

ACT

Strategic Review

Operational Review

Goals

Results

2005 2006 2007 2008 2009 2010

1363

1254 1248

1043

911 917

GOOD

Number of Fatalities on Illinois State Highways

Construction Change Orders

2005 2006 2007 2008 2009 2010

3.10%

2.60%

2.20%

1.91%2.08%

1.56%

GOOD

ISO 9001 Registration…the future

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QUESTIONS?