Implementing Quality Assurancethrough ISO9000

Paul Bosman

mailto:paul.bosman@eurocontrol.inthttp://www.eurocontrol.int/ais

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EUROCONTROL’s role

• Facilitate through– Awareness– Workshops/Training

• Introduction

• Implementation

• ISO9001-2000

• Internal Auditing

– Quality Manager Forum– Generic Procedure development (SDP & OPADD)

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Do you do ?

• 1 GET ORGANISED– define roles, responsibilities, interfaces

• 2 PROVIDE RESOURCES– human resources, facilities, work environment

• 3 DOCUMENT YOUR MANAGEMENT SYSTEM– establish processes/procedures, control documents

• 4 CONTROL PROCESSES– identify and plan processes, control operations

• 5 KEEP RECORDS OF ACTIVITIES– evidence of effective operation

• 6 MONITOR AND MEASURE PERFORMANCE– customer satisfaction, process/product, audits

• 7 IMPROVE THE MANAGEMENT SYSTEM– identify problems, analyse data, correct and prevent

Is ISO9000 !

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ISO9000:1994-->ISO9001-2000

• What’s new– Customer focus– Measuring processes, products and customer satisfaction– Continuous improvement

• Hereby Key Performance Indicators (KPIs) are the essential elements of measurement and monitoring, and these in turn are used in Service Level Agreements (SLAs)

• Within AIS AHEAD, an AIS Top12 KPI has been developed

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ACTIVITY 1999 2000 M J J A S O N D J F M A M J J

Initial ISO 9001BriefingAssessment ofcurrent systems

Formulate ActionPlans

Appoint Project/Quality CoordinatorISO 9001 trainingfor coordinator

Write procedures/implement systems

Internal QualityAuditor trainingManagement reviewof ISO 9001 systems

Contact ISO 9001Assessment Bodies

Quality AwarenessTraining (all staff)

Implement systems/Internal Audits

Formal ISO 9001Assessment

Typical

ISO

9001

Action

Plan

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Lessons learned

• High level mandates are a must• Misconception: ISO9000=Paper• Management System (not a quality control system)• Do it yourself• Costs (rules of thumb)

– 10% of working force– External fees on consultancy/training + Auditor– 18 months

• All would do it again !

See also http://www.iso.ch

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Conclusion

Biggest risk of non-achievement isyourself

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However !Do not run before you can walk

• Quality Assurance can start as well through– Standard Procedures --> Static & dynamic data handling

– Key Performance Indicators (KPIs)

– Self Assessment --> Application of Best Practices• User Surveys

• Awareness sessions

• Peer review

• ...

– ...