Implementing Quality Assurance through ISO9000
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Implementing Quality Assurancethrough ISO9000
Paul Bosman
mailto:[email protected]://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
• ...
– ...