perpamsi persatuan perusahaan air minum seluruh indonesia indonesian water supply association ...
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PERPAMSIPersatuan Perusahaan Air Minum Seluruh Indonesia
Indonesian Water Supply Associationwww.perpamsi.org
REGIONAL WORKSHOP TO DISSEMINATE WATER SUPPLY AND SANITATION STANDARDS OF QUALITY OF SERVICES
24 – 27 July 2007, Kampala / UgandaDr. Werner BRENNER, Advisor Finance & Management
INDONESIAN EXPERIENCES IN ISO 9001:2000 CERTIFICATION OF PUBLIC WATER UTILITY SERVICES
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
OVERVIEW OF PRESENTATION
A. INTRODUCING THE INDONESIAN WATER SECTOR
B. OUTSET SITUATION
C.OBJECTIVE FOR IMPLEMENTATION OF ISO 9001:2000
D.SCOPE & PROCESS OF QUALITY CERTIFICATION
E. PROBLEMS & SUCSESS FACTORS
F. BENEFITS OF ISO 9001:2000 CERTIFICATION
G.WHAT NEXT
H.PICTURES
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Facts about PERPAMSI, the Indonesian Water Supply Association
Established: 1972 by the Ministry of Home Affairs
Organization: Head quarter in Jakarta (30 employees) 27 Provincial offices to coordinate activities
Members: All 328 Indonesian public water utilities Around 100 extraordinary members (suppliers, investors,…)
Services: Typical association services to the members, governmental institutions,
financing institutions, investors, donors and others Training institution under PERPAMSI
A: THE INDONESIAN WATER SECTOR
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A: THE INDONESIAN WATER SECTOR (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
A: THE INDONESIAN WATER SECTOR (cont)
Water utilities are owned by local governments and controlled by local parliaments
Coverage rates for piped water supply around 35% for urban areas and around 20% for overall Indonesia (ca. 6,5 million household
connections are installed) Urban water supply provided by 328 water utilitiesUrban water supply provided by 328 water utilities
Only 5% of water utilities have more then 50,000 connectionsOnly 5% of water utilities have more then 50,000 connections 60% have less than 10,000 connections60% have less than 10,000 connections Less than 25% of PDAMs considered to be “financially Less than 25% of PDAMs considered to be “financially
viable”viable” Overall coverage rate for sewerage services < 1%
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
Water Supply Coverage Development (Indonesia) 1993 - 2003
10%
12%
14%
16%
18%
Coverage 12% 13% 14% 15% 16% 17%
1993 1995 1997 1999 2001 2003
A: THE INDONESIAN WATER SECTOR (cont)
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Water Utiltiy Structure Development 1999, 2001, 2003
17
63
86
73
37
95
13
55
75
86
43
1379
47
64
99
49
17
9
0
20
40
60
80
100
120
< 2.000 2 - 5.000 5 - 10.000 10 - 20.000 20 - 50.000 50 - 100.000 > 100.000
category of connections
num
ber
of utilit
ies
1999 2001 2003
A: THE INDONESIAN WATER SECTOR (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
B: OUTSET SITUATION
THE SUSTAINABILITY CHALLENGE
•Deteriorating assets
•Declining productivity
• Increasing operating
costs
•Intermittent supply
•Poor quality water
•Angry customers
•Unwillingness to pay
• Low tariffs• Declining revenues• Unpaid bills• Inability to access financing• Declining credit rating and investment
Cycle of Physical &
Commercial DeclineAssets deteriorate &
expansion is difficult if full economic costs are not recovered. Service to the poor & wastewater suffer.
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
B. OUTSET SITUATION (cont)
1. Human Resources
1.1 Low level of the employees’ competence
2. Equipment
2.1 Old treatment plant equipment
2.2 Equipment breakdown development (Fig. 1)
30
32
34
36
38
40
42
Nop. Dec. Jan. Peb.
Breakdown
42
36
38
35No
. o
f P
rob
lem
s
2004 - 2005
Fig. 1 Equipment Breakdown
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3. Water Treatment Plant System (Cicokol WTP; 1.100 liter per sec.)
3.1 No standard operating procedures in place
3.2 Low efficiency & effectivity in the operation of the WTP (Fig. 2)
0
10
20
30
40
50
60
70
80
90
Nov. Dec. Jan. Feb.
Waiting TimeRepair TimeBreakdown Time
2004 – 2005
Ho
ur
Fig. 2 Breakdown Time for Maintenance
B. OUTSET SITUATION (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
4. Water Quality
4.1 There was no person in charge to handle & follow up the customer complains
4.2 Low water quality (eq : Turbidity & Chlor residue) (Fig. 3 & 4)
B. OUTSET SITUATION (cont)
0
0.5
1
1.5
2
2.5
3
Nov. Dec. Jan. Feb.
NTU
2004 - 2005
2.86
2.63
2.35
2.15
Fig. 3 Water Turbidity
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Nov. Dec. Jan. Feb.
Chlor Residue
2004 - 2005
0.960.99
0.85
0.78
Fig. 4 Water Chlor Residue
ppm
Standard 1.5 NTU
Standard0.6 ppm
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
C. OBJECTIVES FOR THE IMPLEMENTATION
OF ISO 9001:2000
1. Increase customers satisfaction
2. Improve the company’s performance.
3. Improve efficiency & effectivity of working system
4. Improve employees’ capacity & responsibility
5. Better communication & improvement of data quality
6. Better customers & suppliers relationship
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
REQUIREMENTS
Management Responsibility
Measurement, Analysis & Improvement
Resource Management
ProductRealization Output
Product
CUSTOMER
SATISFACTION
CUSTOMER
PROCESS APPROACHPROCESS APPROACH
Input
C. OBJECTIVES FOR THE IMPLEMENTATION OF ISO 9001:2000 (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
D. SCOPE & PROCESS OF ISO 9001:2000 CERTIFICATION
I. SCOPE OF ISO 9001:2000 CERTIFICATION
Operation & maintenance of a water treatment plant (capacity 1.100 liter per second)
II. CERTIFICATION PROCESS
1. First Stage:
1.1 Determine the management commitment
1.2 Appoint the team member to develop the system 1.3 Socialization of the ISO 9001:2000 quality management system
1.4 Determine scope of certification
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
2. Second Stage:
2.1 Selecting the employees who will develop the system
2.2 Training for the working group members on ISO
2.3 Developing the quality manual
2.4 Developing the quality policy & quality objective
2.5 Developing the procedures & working instructions
2.6 Socializing the documents (procedures, working
instructions, quality policy) with the employees
D. SCOPE & PROCESS OF ISO CERTIFICATION (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
3. Third Stage:
3.1 Implementation of the ISO 9001:2000 system
3.2 Revision of documents if the trial run is not appropriate
3.3 Internal audit training
3.4 Execution of internal audit
3.5 Corrective & preventive actions plans
3.6 Management review meeting
D. SCOPE & PROCESS OF ISO CERTIFICATION (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
4. Fourth Stage:
4.1 Determine certification body
4.2 Pre audit by certification body
4.3 Corrective & preventive actions
4.4 Final audit by the certification body
4.5 Recommendation for ISO 9001:2000 certificate
D. SCOPE & PROCESS OF ISO CERTIFICATION (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
No. DESCRIPTION TOTAL MONTH
2005
JAN PEB MAR APR MAY JUN JUL AUG SEP OCT NOP DES
A. FIRST STAGE 0.5
1. Management Commitment 0.5
2. Member of Work Group 0.5
3. Socializations 0.5
4. Scope of Certification 0.5
B. SECOND STAGE 4
1. Training ISO 9001:2000 1.5
2. Develop the Quality Manual 2.5
3. Develop the Procedure, Work Instruction 3.25
4. Socialization of documents 2
Fig. 5 Implementation Steps Table
D. SCOPE & PROCESS OF ISO CERTIFICATION (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
No. DESCRIPTION TOTAL MONTH
2005
JAN PEB MAR APR MAY JUN JUL AUG SEP OCT NOP DES
A. THIRD STAGE 3
1. Implementation System 2.5
2. Revision of Documents 1
3. Internal Audit Training 0.25
4. Execution of Internal Audit 1
5. Corrective & Preventive Actions 1
6. Management Review Meeting 0.25
B. FOURTH STAGE 3
1. Determine Certification Body 1
2. Pre Audit 0.5
3. Corrective & Preventive Actions 0.5
4. Final Audit 0.5
5. Accepted the ISO 9001:2000 Certificate -
Fig. 5 Implementation Steps Table
D. SCOPE & PROCESS OF ISO CERTIFICATION (cont)
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Fig. 6 ISO 9001:2000 CERTIFICATE
D. SCOPE & PROCESS OF ISO CERTIFICATION (cont)
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E. PROBLEMS & SUCCESS FACTORS
DEVELOPMENT PHASE
1. Difficulties in “translating” ISO 9001 elements into water treatment plant management activities.
2. The limitations of human resources and experience in applying the ISO 9001.
IMPLEMENTATION PHASE
1. Reluctance to improve or change
2. Quality management system is seen as another managerial burden.
3. Lack of discipline in documentation
I. PROBLEMS DURING THE IMPLEMENTATION PHASE
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
1. Prime commitment from the lowest to the highest staff
level in the company.
2. The staff in the company is aware about ISO 9001:2000
standards.
3. High staff motivation and discipline.
4. Team building and co-operation
II. KEYS SUCCESS FACTORS
E. PROBLEMS & SUCCESS FACTORS (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
F. BENEFITS OF ISO 9001:2000 CERTIFICATIONInternal :
1. Improvement in the company’s performance
2. Better working methods
3. Main tasks are undertaken more efficient and effective.
4. Media of continual improvement
External :
1. Increase of customers satisfactions
2. Stakeholders and customers’ complaints are handled and anticipated better and better
3. Appreciation from external parties to the company’s existence are increased.
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
05
10
15
20
25
30
35
40
45
Nov.'04
Jan.'05
Jun.'06
Aug.'06
Oct.'06
Dec'06
Before After
Fig. 7 Equipment Breakdown
F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont)
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010
20
30
40
50
60
70
80
90
Nov.'04
Jan.'05
June'06
Aug'06
Oct.'06
Dec.'06
Waiting Time
Repair Time
Breakdown Time
Ho
ur
Fig. 8 Breakdown Time Maintenance
Before After
F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
0
0.5
1
1.5
2
2.5
3
Nov.'04
Jan.'05
June'06
Aug'06
Oct.'06
Dec.'06
NTU
Before After
Fig. 9 Water Turbidity
F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont)
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0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Nov.'04
Jan.'05
June'06
Aug.'06
Oct.'06
Dec.'06
Chlor Residue
Fig. 10 Water Chlor Residue
ppm Before After
F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
KIND OF AUDIT DATE OF AUDIT
GRADE/No. OF FINDINGS
TOTALMAJOR NC
MINOR NC RC SFI xLRQA
Final Audit 25 – 26 Oct 2005 - - 8 7 - 15
Surveillance Audit 1 16 May 2006 - - 2 2 - 4
Surveillance Audit 2 28 Nov 2006 - - 3 1 - 4
Fig. 11 Audit Findings
Note :1. Major NC = Major Non Conformity2. Minor NC = Minor Non Conformity3. RC = Requires Correction4. SFI = Scopes for Improvement5. xLRQA = Issue for Follow-up by LRQA at next visit
Audited by Lloyd’s Register Quality Assurance
F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont)
WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
G. WHAT NEXT?
ON GOING :
1. Implementation of safety management system (OHSA 18000)
2. Improve the internal audit
3. Improve the working efficiency and effectively
4. Paperless System for all documents of the quality management system
NEXT STEPS :
1. Implementation of total productive maintenance (TPM)
3. Online monitoring system
4. Web based data management