10 Steps to Qualituy

A good practice

Clemens Spoorenberg

Topics

• Implementing a Quality Management System (ISO 9001:2000)

• Do’s and don’ts

The objective

An objective without a plan is a dream

A plan without an objective is a nightmare

The objectives

1. Give clear insight in process flows

2. Harmonize existing process organization

3. Tune interfaces within the process organization

4. Describe tasks, authorities and responsibilities

5. Optimize process efficiency

6. Stimulate “quality mindedness”

Step 0

The objective: 10 steps to quality

Activities

▼

Results

Step 1 AnalyzeOrganizational analyses by the external

consultant Interviews with all Management Team

(MT)-membersPresentation of results to MTProcesses identifiedBlue print for process model (=relations

between processes)Structure for QMS (= chapters and

paragraphs)Specific points of attention /threats for

the project identifiedCommunication plan for implementation

QMS determined

Step 2 Define quality policy, organizational and responsibility structure

Getting the MT members (Board) on one page (noses in the same direction)

Discussing organizational structure Adjusting process model and structure for QMS TAR-session (Tasks-Authorities-

Responsibilities)

▼ Objectives clear for MT members and

supported by them Organizational chart and TAR-structure

described (relation between processes and organization)

Process Owners appointed

Step 2 TAR-structure

Step 3

Step 3 Determine and implement primary processes

Form workgroups consisting of Process owner, primary responsible functions, quality manager and consultant

Starting point for describing is not the current situation but “soll” situation which can be achieved within 3 to 6 months

Describe processes in workgroup per process, identify bottlenecks

Document procedures, review by workgroup members

Process owner starts implementation of changes

▼ Procedures documented Standard documents/ forms/ checklists identified

Step 4

Step 4 Publish Quality Management System

Publish the authorized proceduresCommunicate to the users/organization

how to find and use the QMS

▼QMS “live” on intranet

Step 5

Step 5 Implement secondary processes

Same as step 3: form workgroups… only for secondary processes:Planning & Control (performance

indicators)/ Management review Quality checks: organization of internal

audits, corrective and preventive measuresDocument control; control of quality recordsHRMFinance & Administration & ICT

▼ Secondary processes documented Process owner starts implementation

Step 6

Step 6 Evaluate and adjust processes

Process owner reports to Board on implementation progress

Bottle necks are monitored

▼Procedures are revised and updated

where necessary

Step 7

Step 7 Internal audit

Internal audit by another consultantObjectively check implementationReport internal audit findingsReport to MT-members (Board)Determine corrective measures on

audit findings

▼Weak spots identifiedCorrective actions determined and

implemented

Step 8 Optimize based on Internal audit results

Process owner implements changes

▼Procedures/ Forms/ Checklists

further documented

Step 9 Prepare certification (ISO 9001: 2000)

Invite several Certification institutes for quotations

Compare quotations and approachSelect Certification institute

▼Contract with Certification Institute

(Lloyd’s Register Nederland BV)Certification date planned

(First document review, then implementation audit)

Step 10: Change management Plan, Do, Check, Act

P D A C

Step 10: Control and improve the QMS

Internal auditsObjectives/Year plansPeriodical management reviewPeriodical external audit (every 6

month)Updating/optimizing procedures QMS

Do’s and Don’ts Do:

Get professional help Involve the complete management Involve and inform your organization Appoint process owner on management level

Don’t: Don’t get caught in theoretical never ending

discussions, start implementing and evaluate Don’t put short term successes before realizing

the project objectives Don’t develop a perfect QMS, but a practical,

realistic, acceptable QMS Don’t …