Presentation of IS 15700 Standards

7/29/2019 Presentation of IS 15700 Standards

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IS 15700:2005

Indian Standard

QUALITY MANAGEMENT SYSTEMS

REQUIREMENTS FOR SERVICEQUALITY

BY PUBLIC SERVICE ORGANIZATIONS



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PRESENT SCENARIO

CHALLENGES AHEAD

• Stiff competition

• Transparency

• Accountability

• Strong consumer movement

•

Pro-active Media with 24 x 7 Coverage• Manpower constraint



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PRESENT SCENARIO

EXPECTATIONS – FROM THE ORGANIZATION AS WELL AS ITS

PERSONNEL

• Satisfy all stakeholders

• Single ‘interface’ for all needs

• Growth in business/activity



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PRESENT SCENARIO

Telephone –

Customer Needs : Connection, bill payment, fault repair, add-on(broadband, mobile), fast service, minimum tariff, Wouldn’t liketo go from window to window.

Management Needs : Increase in customer base, ‘No’ complaint,Follow-by-the-Rule-Book, Be answerable, Give me the authority& You be responsible.

Employee Needs : Provide infrastructure, give all facilities, Don’t-show-the-Rule-Book, Will be do overtime when ‘I’ need it (andnot when there is heavy workload/rush).



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• Provide good governance

• Increase efficiency in servicedelivery

• Provide quality services



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HOW

IMPLEMENT IS 15700 : 2005



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IS 15700 : 2005

• Enables an Organization to establish systemswhich to provide quality services consistently,effectively and efficiently

• Provides for system to ensure ContinualImprovement in Services and Processes



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• A Generic Standard

• Certifiable standard

• Applicable to all organizations, irrespective of size or type of service

• Department specific requirements to be

specified by the Department

IS 15700 : 2005



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• All organizations, large or small, follow a system of doing

business.• Guides an organization in managing its business activities,

associated with quality of service.

• Helps an organization to establish systems which enable it to

provide quality service consistently.• QMS standards are not substitute to service standards but are

complementary to each other.

• Use of service standards with QMS standards enable an

organization to maintain and continually improve quality of services, resulting thereby in enhancing customers'

satisfaction & competitiveness.

IS 15700 : 2005



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1 SCOPE

1.1 Specifies requirements for a QMS wherea Public Service Organization:

• needs to demonstrate its ability to consistently provide effectiveand efficient service that meets customers‟ and legal/regulatory

requirements,

• aims to enhance customer satisfaction, and

• aims to continually improve its service and service deliveryprocess.



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1.2 The requirements for complaints

handling process prescribed in the

standard do not apply to employmentrelated disputes and/or disputes referredfor resolution outside the organization.

2 REFERENCE

IS/ISO 9000:2005 Quality ManagementSystem - Fundamentals and Vocabulary

(Third revision)



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3 TERMS & DEFINITIONS

3.1 Citizens’ Charter

• Document declaring the intentions and commitment of anorganization for providing effective and efficient service,taking into account customer‟s expectations andminimum acceptable levels of service, thereby, providingassurance that the organization complies with the servicequality standards.

3.2 Complaint (Grievance)

• Expression of dissatisfaction reported to an organizationin relation to its services and/or processes, where aresponse or resolution is explicitly or implicitly expected.



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3.3 Complainant

• Person, organization or its representative, making a

complaint.

3.4 Complaints Handling Objective

• Something sought, or aimed for, related to complaints

handling.

3.5 Customer

• Organization or person that receives a product or service.

(examples: consumer, client, citizen, end-user,beneficiary & purchaser)



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3.6 Customer Satisfaction

• Customer‟s perception of the degree to which his/her requirementshave been fulfilled.

NOTE:

1. Customer complaints are a common indicator of low customersatisfaction but their absence does not necessarily imply highcustomer satisfaction.

2. Even when customer requirements have been agreed and Fulfilled,this does not necessarily ensure high customer satisfaction.

3.7 Feedback

• Opinions, comments, suggestions and expressions of satisfaction/dissatisfaction.



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3.8 Non-conformity

• Non fulfillment of a requirement.

3.9 Public Service Organization

• An organization which provides services to public

at large and/or whose activities influence publicinterest.

( examples: Government Ministries/ Departments/Regulatory Bodies/

Public Utility Service Providers, etc.)

Note: Wherever the term `organization‟ has been used, it means

„public service organization‟.

3 10 Quality



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3.10 Quality

• Degree to which a set of inherent characteristics fulfilsrequirements.

NOTE: 1. The `requirements‟ imply service requirements. 2. “Inherent”, as opposed to “assigned”, means existing in

something, especially as a permanent characteristic.

3.11 Service

• The results generated, by activities at the interfacebetween the organization and the customer and byorganization‟s internal activities, to meet customerrequirements.

3.12 Service Delivery• The organization‟s activities, including those at the

customer interface, necessary to provide the service.

3 3 S i Q li Obj i



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3.13 Service Quality Objectives

• Something sought, or aimed for, related to service quality.

3.14 Service Quality Policy

• The overall intentions and direction of an organization as regardsservice quality, as formally expressed by the top management.

3.15 Stakeholder (Interested Party)

• Person or group having an interest in the performance or success of an organization. Group can comprise an organization or its part ormore than one organization.

(examples: customers, owners, people in an organization, suppliers, bankers,unions, partners or society)

3.16 Top Management

• Person or group of people, who directs and controls an organization atthe highest level.



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REQUIREMENTS

4.1 General

Organization shall document the following:

a) Service quality manual

b) Citizens‟ charter c) Any other document needed by theorganization for effective planning, operationand control of its service and service delivery

processes andd) Records required by the standard.

4 2 S i Q lit M l



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4.2 Service Quality Manual

Organization shall establish and maintain a

Service Quality Manual which shall include:

a) Scope of service quality management

system; b) Service quality policy;

c) Service quality objectives;

d) Complaints handling objectives;

e) Responsibility and authority of personnelat relevant levels within the scope of ;

4 2 Service Quality Manual (contd )



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4.2 Service Quality Manual (contd.)

f) Documented procedures required by the

standard;g) Other documents needed by the

organization for effective planning,operation and control of its service andservice delivery processes, or reference tothem; &

h) Description of service processes including

service delivery processes at the customerinterface and those needed to directlysupport them (refer to 7.2).

4 3 C t l f D t



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4.3 Control of Documents

4.3.1 All the documents required by thestandard shall be:

a) approved for adequacy prior to issue;

b) reviewed periodically, updated asnecessary and re-approved. The changesmade shall be identified; and

c) legible and identifiable indicating theircurrent revision status.

4 3 Control of Documents (contd )



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4.3 Control of Documents (contd.)

4.3.2 The organization shall:

a) maintain a master list of all documents related tothe scope of this standard which also identifiestheir current revision status;

b) maintain distribution list of all such documents;c) ensure that the current versions of applicable

documents are available at points of use;d) ensure that obsolete documents, if retained for any

purpose, are suitably identified to prevent theirunintended use; and

e) ensure that the documents of external origin are

identified and their distribution controlled.4.3.3 A documented procedure shall be established to

define the controls needed for the above.

4 4 Control of Records



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4.4 Control of Records

Records (including files) shall be established andmaintained to provide evidence of

• conformity to requirements• for the effective operation of the management

system for service quality.

Records shall remain legible, readily identifiableand easily retrievable.

Method of identification, storage, protection,disposition of each record, their retention timeand responsibility for each of these activitiesshall be established in a documented procedure.

5 MANAGEMENT RESPONSIBILITY



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5.1 Management CommitmentTop management shall:

a) establish service quality policy and citizens‟ charter,

b) ensure that service quality objectives andcomplaints handling objectives are established,

c) conduct management reviews, andd) ensure the availability of resources.




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5.2 Customer Focus Top management shall ensure that customer

requirements are determined and met with

the aim of enhancing customer satisfaction.



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5.3 Service Quality Policy & Citizens’ Charter

5.3.1 Top management shall ensure that service

quality policy and citizens‟ charter:

a) are documented,b) are appropriate to the purpose of the organization,c) are made available to all personnel including

customers and other stakeholders,d) are communicated & understood within organization,e) include a commitment to comply with requirements

and continually improve effectiveness of the qualitymanagement system, and

f) are reviewed for continuing suitability.



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5.3.2 The service quality policy shall provide aframework for establishing and reviewing service

quality objectives and complaints handlingobjectives.

5.4 Objectives

• Service quality objectives and complaintshandling objective shall be consistent with theservice quality policy and shall be established atrelevant functions and levels within theorganization. All the objectives shall bemeasurable and documented.

5 5 When establishing the service quality



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5.5 When establishing the service qualitypolicy and objectives, following shall beconsidered:

a) Input of customers and other stakeholders

b) Any relevant legal/regulatory requirements

c) Financial, operational & organizationalrequirements.

5.6 Responsibility, Authority and Communication



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5.6 Responsibility, Authority and Communication

5.6.1Top management shall ensure that theresponsibilities and authorities are established atrelevant functions and levels, related to the scope of thisstandard, and communicated within the organization.

5.6.2Working Group for Citizens’ Charter

• Constitute a working group for formulation of the

citizens‟ charter.• Nodal officer at the apex level shall act as membersecretary of the working group.

• Working group shall include representatives from top andmiddle management, staff association/ unions,customers and other stakeholders.

• The selection of team members shall be done in atransparent manner, the details of which shall beaccessible to the public.

5 6 2 1 Responsibilities of Working Group



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5.6.2.1 Responsibilities of Working Groupshall include:

a) identification of all stakeholders,b) identification of all key services provided

c) preparing a draft citizens‟ charter (inconsultation with stakeholders),

d) formally issuing/releasing citizens‟ charter afterapproval by appropriate authority, and

e) reviewing and updating, as required,

based on the feedback & continuingsuitability.

5.6.3 Nodal Officer



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5.6.3 Nodal Officer

5.6.3.1 Nodal officer at apex level

Top management shall appoint a member of its management as

`nodal officer’ at apex level who, irrespective of otherresponsibilities, shall have responsibility and authority to:

a) Ensure that processes needed for service, service delivery,citizens‟ charter and complaints handling are established,implemented and maintained;

b) Act as member-secretary of Working Group for formulation of Citizens‟ Charter; c) Act as PGO and report to top management of any complaints

which may have a significant impact on the organization;d) Report to top management on performance of service quality,

citizens‟ charter and complaints handling with recommendationsfor improvement; and

e) Devise mechanism for obtaining feedback and internal qualityaudit (see 8.3).

NOTE:



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1. Responsibility of nodal officer at apex level may also include liaisonwith the certifying body.

2. While nodal officer at apex level shall be responsible for the above,

he may take help of other officers in the organization, if required,owing to administrative exigencies or in the public interest.

5.6.3.2 Nodal officer at unit level

Where an organization is providing services through its different units,top management shall ensure appointment of a nodal officer at unit

level, who, irrespective of other responsibilities, shall:

a) ensure that processes needed for the service, service delivery,citizens‟ charter and complaints handling are implemented andmaintained;

b) act as public grievance officer; and

c) report regularly to the nodal officer at the apex level, on theperformance of the service quality, citizens‟ charter and complaintshandling with recommendations for improvement.

5 6 4 Internal Communication



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5.6.4 Internal Communication

Top management shall ensure that

appropriate communication processes are

established within the organization so that

effective communication takes place for

various processes related to services,

citizens‟ charter and complaints handling.



5.7.2 The input to management review shall



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5.7.2 The input to management review shallinclude information on:

a) follow-up actions from previous reviews,b) results of audit,

c) customer feedback including results of customersatisfaction surveys,

d) changing customer requirements,

e) feedback from other stakeholders,

f) extent to which objectives are achieved,

g) status of preventive/corrective actions,

h) review of processes performance, andi) recommendations for improvement.

5.7.3 Review output shall include any decisions



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5.7.3 Review output shall include any decisionsand actions related to:

a) improvement in service quality standards;

b) improvement in customer satisfaction;

c) improvement in the management systems forservice quality, citizens’ charter, and complaintshandling;

d) Resource needs.

6 RESOURCE MANAGEMENT



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6.1 Organization shall determine andprovide resources for effectiveimplementation of management systemsfor service quality, citizens‟ charter and

complaints handling.

Resources shall include human resources,

infrastructure and work environment.




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6.2 The organization shall ensure that personnel

are:

a) selected on the basis of capability to satisfy defined jobspecifications,

b) trained to ensure that they understand the tasks to be

performed and the objectives to be achieved includinghow they contribute to the achievement of objectives,

c) aware of their responsibilities including promptlyreporting on complaints/feedback which have asignificant impact on the organization, and

d)aware of procedures to be followed and information tobe given to the customers.

6.2.1Training records shall be maintained.



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6.2.2 Organization shall ensure that personnel,who are in direct contact with the customers:

a) are available and accessible, as specified;b) are sensitized to treat customers in a courteous

manner;

c) respond promptly to customer‟s enquiry/complaint;

d) provide accurate, updated and completeinformation; and

e) possess good interpersonal and communicationskills.

6.3 Infrastructure and Work



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6.3 Infrastructure and WorkEnvironment

The organization shall determine, provideand maintain the infrastructure and workenvironment necessary for achieving

service quality and complaints handling.

7 CITIZENS’ CHARTER SERVICE PROVISION



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7 CITIZENS’ CHARTER, SERVICE PROVISIONAND COMPLAINTS HANDLING

7.1 Citizens’ Charter

7.1.1 The citizens‟ charter shall contain:

a) vision and mission statement of organization,b) list of key services being offered, and

c) measurable service standards for the servicesprovided and remedies available to customers

for non-compliance to the standards.

7.1.2 The citizens’ charter shall:



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a) represent a systematic effort of the organization tofocus on its commitment towards its customers;

b) be simple and easily understandable and also printed inlocal languages, as required;

c) be non discriminatory;

d) describe or refer to complaints handling process;

e) include the name, address, telephone number and

other contact details of the PGO;f) be periodically reviewed for updation and continual

improvement;

g) highlight expectations of the organization from itscustomers, wherever required; and

h) provide information on the date of issue of the citizens‟ charter and who all were consulted in its preparation.

7.2 Service Provision



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The organization shall:

a) ensure that services provided by the organization takeinto account expectations of the customer andapplicable regulatory requirements;

b) ensure that the service delivery processes are in linewith the objectives defined by the organization;

c) assure the quality of products and services purchasedand/or outsourced, which affects its service quality;d) ensure availability of procedures/work instructions,

information, wherever necessary, and theirimplementation so that service delivery processes arecarried out as specified;

7.2 Service Provision (contd.)



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The organization shall:

e) ensure the availability and use of suitable equipment,

monitoring and measuring devices;f) ensure calibration or verification of measuring

equipment at specified intervals, or prior to use,wherever necessary;

g) identify the verification status of the service or servicedelivery process at relevant stages;

h) identify, verify, protect and safeguard the customerproperty, whenever provided by the customer for itsuse in service; and

j) ensure implementation of monitoring andmeasurement including time norms as specified in thecitizens‟ charter.

7.3 Complaints Handling



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Establish a documented procedure for complainthandling process.

Various steps in the complaints handling processshall include:

a) Identification of complaint-prone areas in a systematicmanner and determine time norms for their redressal;

b) Providing information concerning complaints handlingprocess in clear language and formats accessible to all.Such information shall include:

- where and how complaints can be lodged,

- minimum information to be provided by thecomplainant, and- time limits within which complaint will be closed.

7.3 Complaints Handling (contd.)



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c) Widely publicizing the information about complaints handlingprocess through print, web & other media. Name, address,telephone number and other contact details of the PGO shall also

be displayed prominently at the reception and other convenientplaces in the organization;

d) Unique identification of the complaint and recording necessaryinformation including relevant details of complaint, remedyrequested, due date of redressal, relevant data related to the

complaint and immediate action to be taken (if any);

e) Scrutiny of the complaint and its categorization as critical, majoror minor depending upon its seriousness and severity;

f) Prompt acknowledgement of each complaint giving the complaint

number along with an indication of redressal time and name,designation & telephone number of the employee to be contactedfor all future correspondence;

7.3 Complaints Handling (contd.)



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g) Investigation of relevant circumstances and information relating tothe complaint. The level of investigation shall be commensuratewith the seriousness and severity of the complaint. If the complaintcannot be immediately resolved, it shall be dealt in a manner which

would lead to its effective redressal as soon as possible and thecomplainant be intimated;

h) Communication of the decision to the complainant regarding hiscomplaint immediately after a decision is taken and getting hisfeedback. In case the decision is not in conformity with the remedy

requested by the complainant, the justification for the decision takenalong with alternative internal and external recourse available forappeal shall also be intimated and the complaint shall be closed; &

j) Nominating `Ombudsman‟ who could be approached if normalservice delivery mechanism does not respond.

8 IMPLEMENTATION, MONITORING, MEASUREMENTAND IMPROVEMENT



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AND IMPROVEMENT

8.1 Implementation - The organization shall:

a) establish single-window system at points of publiccontact to facilitate disposal of applications;

b) set up information and facilitation centers and help-linesfor information on procedures, application status, etc. ;

c) widely publicize citizens‟ charter through organization‟swebsite, media and send copies to all stakeholders;

d) prominently display citizens‟ charter in the organization;

e) publish annually the data relating to performance, viz.-a-viz., commitment relating to citizens‟ charter in the

annual report or by some other suitable means.

8.2 Monitoring and Measurement



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8.2.1 The organization shall monitor and measure:

a) characteristics of service and service delivery processes to verify that

service quality objectives and service standards have been met.This shall be carried out at all locations/ stages where organizationhas an interface with customer;

b) performance, viz.-a-viz., commitment made in citizens‟ charter andcomplaints handling procedure on a regular basis and report to topmanagement with recommendations for improvement; and

c) working of complaints handling machinery through random checks.

8.2.1.1 In addition, editor’s/grievance column of localnewspapers shall be regularly examined for picking up cases,as may be appropriate.

8.2.1.2 Records of evidence of conformity shall also bemaintained

8.2.2 Customer Satisfaction



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Organization shall establish & implement

a system for measuring customer

satisfaction through suitably designed

methodology. This information shall beused for continual improvement.

8.3 Internal Quality Audit



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• Conduct internal audits at planned intervals todetermine whether the SQMS conforms to requirementsof the standard and to the documents established by the

organization.• An audit plan shall be documented indicating scope,

frequency of audit, auditors, auditee and auditdates/time.

• Selection of auditors and conduct of audits shall beobjective and impartial.

• Auditors shall not audit their own work.• Auditee shall ensure that actions are taken without

undue delay to eliminate detected non-conformities andtheir causes.

• Follow-up activities shall include verification of the

actions taken and reporting of the verification results.• Records of the audits shall be maintained.

8.4 Analysis of Data



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The organization shall analyze the data collected

during monitoring and measurement (see 8.2.1)and customer satisfaction (see 8.2.2) to determine

current level of performance and opportunities for

continual improvement, particularly where non-

conformities are recurring.

8.5 Improvement



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8.5.1 Corrective and Preventive Actions

• The organization shall take action to eliminatethe causes of non-conformities and potentialcauses in order to prevent recurrence and

occurrence, respectively. These shall beappropriate to the effects of the nonconformitiesencountered and potential problems. Records of the action taken and improvements effected

shall be maintained as well.

