why do we need quality management in government agencies? what was idots experience with quality...
TRANSCRIPT
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?
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
Coming Soon!www.johnbaranzelli.com
www.asq.orgwww.amazon.com
www.barnesandnoble.com
QUESTIONS?