Tool for business improvement ISO 9001 is a business improvement tool. It is a top driven quality management system. Under this system, any company can improve its business by managing risks and enhancing customer satisfaction.
Customer satisfaction Product and service providers should focus on its customers. Customers are the cause of business. No customers, no business. Ignoring customer complaints can be disastrous for the business.
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Bureau of Indian Standards (BIS) is India’s National Standards Body (NSB). I was earlier known as Indian Standards Institution, and has been serving Indian industry and commerce since 1947. It also represents India in international forum such as ISO and IEC. In 1987, Government of India gave it statutory status undr BIS Act, 1987. Since then BIS has lost all th autonomy it had. It hasbeen illegally occupied by INdan IAS lobby.
Recently Govt had sent a tainted IAS officer to BIS as Additional Director General. Some excerpts from the news item published in TOI about this officer:
“Rakesh Verma, who was Collector of Jhunjhunu was found guilty of spending Rs 8 lakh worth of famine relief funds for building the college campus. He was also found guilty of passing the orders for payment of labour wages worth Rs 4.87 lakh against rule.
He did not inform the relief department about the true facts of the case resulting in the misuse of the famine relief funds. Verma did not care to check whether the land in question was a government land or land owned by Vinodini College.”
It is unfortunate that India’s NSB, a scientific organization, is being ruled by non-scientific IAS lobby.
Read my blog – MANAK
I am not saying it. This was said by Shri Sharad Pawar, who is the President of BIS for last so many years. He said it in the Observation/ Conclusions/ Recommendations of JPC report which he chaired in that famous case of pesticides in Drinking Water.
I reproduce it here:
“The Bureau of Indian Standards, which was given a statutory status by an Act of Parliament, came into existence as a national standards body of India on 1st April 1987 and is mandated to prepare and implement standards, is another body which needs to be strengthened. Though it is supposed to monitor the quality of various food products by getting the same tested, the reality is that it hardly has any laboratories of its own. The Committee note that it has only eight laboratories out of which only one laboratory is equipped to test pesticides. None of these laboratories is equipped with GCMS technology and none of these is accredited by NABL, which is indicative of the type of technical competence which these laboratories have! BIS also has a system of recognizing private laboratories and has nine laboratories under this scheme out of which only six are equipped to test the pesticides. The number of samples drawn by these laboratories are negligible and in no way related to the quantum of production. The Bureau is also saddled with the problem of shortage of technical manpower which in turn has adversely affected its monitoring operations. Non official experts are however, not attending the meetings of the Bureau because they do not get allowances. This needs to be looked into. The Committee, also strongly advocate that a thorough review of the working of this organization should be taken up forthwith with a view to removing all the bottlenecks which are hampering its operations and should be headed by an eminent scientist who can infuse dynamism in its working so that it becomes a national standards body in the real sense of the term. The various recommendations made by the Committee which was appointed on 5th August under the Chairmanship of the Additional Secretary, Department of Consumer Affairs, are of important nature which the Committee fully endorse and the same should be implemented fully.”
Shri Pawar did not implement his own recommendations. The report was accepted by the Parliament, and this puts an obligation on the government, its minister (president BIS) and BIS. As JPC Chairman, he recommended it and then as BIS President he started sending IAS officers as DG BIS. One after the other he has packed BIS with IAS officers. Seat of DG BIS has been reserved by him for IAS officers only. Instead of making BIS a National Standards Body in the real sense of the term, he has made BIS a non-entity,
It is shameful.
I have sent an e-mail to Shri Pawar:
“Dear Shri Sharad Pawar Ji,
I am a senior citizen of India. I am writing this mail to you in your capacity as President of Bureau of Indian Standards. The purpose of this mail is to make you remember your recommendation to Parliament in your capacity as Chairman, JPC on Packaged Drinking Water. I am referring to recommendation No. 69, Para 4.52,where you said that BIS should be headed by an eminent scientist who can infuse dynamism in its working so that it becomes a national standards body in the real sense of the term. As JPC Chairman you made this recommendation but as President BIS you did not implement it. BIS is still waiting for that eminent scientist. but in your wisdom you have sent to BIS one IAS after another. Today also BIS is headed by an IAS officer.
I invite you to read my blog – MANAK – where I posted an article on this and current situation prevailing in BIS.
May I submit to you Mr.Pawar to implement your own recommendation which you made years ago.”
No reply so far.
I also wonder, what BIS Officers Assocoation was doing? It is the primary responsibility of BISOA which it has failed to discharge. Time is still there where BISOA can play its required role. Get up friends. Do your duty.
Read my blog – MANAK
Bureau of Indian Standards (BIS) is India’s National Standards Body. It prepares National Standards and represents India’s interest in international standardization organizations, such as, ISO and IEC. It is natural to expect from BIS that it will create standards in the field of information sharing. But the state of implementation of RTI Act in BIS is very disappointing. Shri Sharad Gupta, IAS is Director General of BIS. He does not seem to be interested in ensuring that information seekers get information in time and as per the provisions of BIS Act.
Proactive disclosure of information as required by Section 4 of RTI Act is not complete and updated. There is no doubt a RTI link has been provided on BIS website (www.bis.org.in), but it does contain information on all points. Details which have been posted are either incomplete or have not been updated. Some examples:
a) Information with reference to Right to Information Act to be furnished to Central Information Commission has not been updated after 31 March 2006.
b) List of CPIOs is not updated whenever there is a change.
c) Budget estimates and revised budget estimates have been posted for years 2004-2005 & 2005-06 only. No updation has been done after that.
d) All office procedures/manuals/guidelines have not been posted.
e) Posting details of scientific cadre officers have only been posted, and many of these are incomplete and have not been updated.
Like other activities of BIS, time schedule specified in RTI Act has also loss its sanctity in Manak Bhawan. True to its contempt for rules, BIS management has only contempt for RTI Act also.
My first RTI was filed on 17 November 2008. I am not sure whether I will get the correct and complete information when I celebrate first anniversary of filing RTI in BIS. During this period, BIS Appellate Authority has given wrong information on one question. I have written to DG BIS about this but he has not even acknowledged my complaint. I have now submitted a complaint to CIC.
So far, I have filed about 18 RTIs. In some cases statutory limit is over but no information has been provided. I have filed appeals to BIS Appellate Authority. I simply wonder what BIS, its management and other officers think about RTI Act? They are living a fools’ paradise. One day they will wake up and find themselves on hanging platform. By then it will be too late.
Read my blog – MANAK
The future International Standard ISO 26000, Guidance on social responsibility, has reached an important phase in its development with its publication as a Draft International Standard (DIS).
A five-month balloting period (from 14 September 2009 to 14 February 2010) has now begun during which the national member bodies of ISO will be able to vote and comment on the text. Participating liaison organizations can also comment. The comments will be discussed at the next meeting of the ISO Working Group on Social Responsibility (ISO/WG SR), which is developing ISO 26000, in May 2010. If the DIS vote is successful, the document, with eventual modifications, will then be circulated to the ISO members as a Final Draft International Standard (FDIS). If that vote is positive, ISO 26000 will then be published as an International Standard in late 2010.
ISO 26000 will provide harmonized, globally relevant guidance based on international consensus among expert representatives of the main stakeholder groups and so encourage the implementation of best practice in social responsibility worldwide.
The introduction to the draft standard includes the following key messages, stating that ISO 26000:
* Provides guidance on the underlying principles of social responsibility, the core subjects and issues pertaining to social responsibility and on ways to integrate socially responsible behaviour into existing organizational strategies, systems, practices and processes
* Is intended to be useful to all types of organizations in the private, public and non-profit sectors, whether large or small, and whether operating in developed or developing countries
* Is not a management system standard. It is not intended or appropriate for certification purposes or regulatory or contractual use.
* Is intended for use by those beginning to address social responsibility, as well as those more experienced with its implementation.
Ninety-one countries and 42 organizations with liaison status are participating in the ISO/WG SR under the joint leadership of the ISO members for Brazil (ABNT) and Sweden (SIS). Six main stakeholder groups are represented: industry; government; labour; consumers: nongovernmental organizations; service, support, research and others, as well as a geographical and gender-based balance of participants.
The guidance in ISO 26000 draws on best practice developed by existing public and private sector SR initiatives. It is consistent with and complements relevant declarations and conventions by the United Nations and its constituents, notably the International Labour Organization (ILO), with whom ISO has established a Memorandum of Understanding (MoU) to ensure consistency with ILO labour standards. ISO has also signed MoUs with the United Nations Global Compact Office (UNGCO) and with the Organisation for Economic Co-operation and Development (OECD) to enhance their cooperation on the development of ISO 26000.
* For more information on ISO 26000 and the ISO Working Group on Social Responsibility, see the dedicated Web site: www.iso.org/sr. This Web site includes documents giving the background to ISO’s SR initiative, documents and press releases on the progress of the work and how it is being carried out, the membership and structure of the WG SR, how to participate in the development of ISO 26000, a newsletter, development timeframe, FAQs, contacts and other information. Many are available in several languages.
* Working documents including the DIS can be accessed at: www.iso.org/wgsr
Courtesy – www.iso.org
I purchased IS/ISO 9001: 2008 for an acquaintance of mine from BIS Sales Office. The quality of printing is so bad that it is a shame on India’s National Standards Body. At many places it is difficult to read. I checked this with some other people who have also bought this standard. They were also feeling very dissatisfied with quality of printing.
I have worked in BIS but it was not like this in those days. Something has gone wrong with India’s National Standards Body.
5S is the acronym for 5 Japanese words; Seiri, Seiton, Seiso, Seiketsu and Shi tsuke. It is the Japanese Technique of Good Housekeeping and Workplace Organization. Although the concept of 5S is deceptively simple, implementing and sustaining 5S is not easy; and many of our clients have found that engaging the services of a committed and experienced consultant can go a long way to prevent and overcome the difficulties of 5S implementation.
If there were a simple, inexpensive system available for any factory floor to reduce waste, improve productivity, quality and safety, help it retain good employees, and contribute considerably to the bottom line year after year, it is 5S Housekeeping.
It is a structured, systematized approach to housekeeping and a cornerstone of any world class manufacturing operation. Most manufacturing professionals can walk into a facility and in a matter of minutes make a reasonable judgment about the degree of efficiency with which it can produce quality products. This judgment is derived primarily from observation of the cleanliness or the clutter of the plant.
After all, if a company cannot successfully conduct housekeeping activities its customers might reasonably assume that it would struggle to deliver even mildly complex products on time.
Additionally, a 5S program is a great way to get a continuous improvement effort off to a flying start.
As the name suggests there are five steps to the 5S system. They corresponded originally to five Japanese words starting with ‘S’ but now are most commonly known as: sort, set in order, shine, standardise and sustain.
1. Sort
The first step in the 5S program is to get rid of excess materials and equipment lying around your factory gathering dust and just taking up space. This is achieved by an exercise called ‘red-tagging’.
Take some brightly coloured tags and tag everything not necessary for getting the job done. For doubtful items create a ‘holding area’ and put them there after they have been tagged. Any items that have not been used after a certain time (e.g. six months) can then be discarded.
After tagging is completed, analyse the findings. Ask yourself questions such as:
a) Why is this tag here and what can be done to prevent it from reappearing?
b) Why did we order so much more than we needed?
Document all items tagged as well as the corrective and preventive actions taken. Following this analysis, items with no value or future need should be discarded. Decide the maximum number of any type of item to be retained.
2. Set in Order
The second step is to ensure that all materials, tools and equipment have a designated location and that all such locations are easy to find. This can be achieved through �visual workplace� principles and simple systems. Having removed the clutter through your �sort� efforts you can straighten up the facility by:
a) making some layout changes, such as creating work cells;
b) clearly marking shelves and bins for inventory and tool locations;
c) creating tool boards;
d) painting aisles and zones for work or storage on the floor;
e) keeping everything in its designated location (this can also assist with quantity control by not generating more than a receiving area can handle.
3. Shine
This third step is sometimes referred to as ’sweep’ or ’scrub’. It emphasises the removal of dirt, grime and dust from the factory, and its purpose includes improving morale and ensuring that when someone needs to use an item it is in good condition and ready for use. This goes beyond removal of swarf or a quick brushing-off of a machine. It includes activities such as:
a) painting machines after cleaning;
b) removing cobwebs from the ceilings;
c) painting walls, ceilings and floors in bright colours.
A 5S schedule posted in the factory shows who is responsible for cleaning which areas on which days and at what time/s of the day.
4. Standardise
Step four is to establish standards to be regularly applied to the workplace that will help maintain the first three steps (3S). If you apply the first three steps as a one-off or even as an annual event, the benefits are likely to be minimal at best; you need to implement a program to ensure its ongoing success.
Some components of �standardise� include:
a) developing a 3S schedule;
b) assigning responsibilities;
c) formulating work-in-progress/inventory rules;
d) establishing cleaning procedures;
e) developing maintenance schedules;
f) colour coding containers, shelves, labels etc.
Key parts of this step are assigning 3S responsibilities, integrating 3S duties into regular work duties, checking on 3S maintenance and prevention.
5. Sustain
The fifth step is to make a habit of maintaining the momentum of the previous four steps to assure sustainability of the system. This step involves people and cultural issues: it is critical for 5S success to:
a) build an awareness of how important 5S is;
b) allow enough time for 5S activities;
c) have management support staff efforts in terms of acknowledgment, leadership and resources;
d) reward and recognise efforts of staff;
e) develop a sense of satisfaction and excitement amongst staff by discussing the benefits, such as improved morale and safety and recognition that it�s now a better place to work.
Sustainable implementation of 5S requires the support of top management; the system needs to become habitual – ingrained into the culture of the organisation.
Few days back, a dental clinic has given an adverstisement that dental health services offered by it are certified as per ISO 9001: 2000. It has not given the name of the certification agency which has certified its quality management system as complying to the requirements of ISO 9001. It will be interesting to know the details of the system the clinic has designed and implemented. I am trying to find out the details and post them here. In any case we will work out an effective quality management system for dental health care services.
Promising a miraculous cure for weight-loss has become a fast expanding business in metros. But what is the reality? Sometime back a consumer court imposed a heavy fine on a slimming center for failing to burn the fat of its three customers against its promise of reduction of weight by 10 Kg, 30 Kg and 20 Kg. The result after the course was reduction of weight by four, nine and 10 Kg respectively. The slimming centre was fined by the consumer court for deficient services.
The court also observed that ’’These are such therapies and treatments which can have a devastating effect on the future life of a consumer and therefore have to be provided through professionally skilled and medically qualified persons…. We hold that appellant (slimming centre) guilty of unfair trade practice as they provided certain services which were not up to the satisfaction of complainants…. By way of caution, we hereby give directions to all such providers of service who are in practice to discontinue with the unfair trade practices.’’
Another unsatisfactory development is that many of such slimming centres are claiming that they have been certified as per international quality management system standard, ISO 9001. The certification agencies giving such certificates should also take note of the court’s observations or else they will also be held responsible for any adverse effect on any customer. There are many areas which are not properly managed but certification agencies ignore such lapses and grant certification to gain business. Non-availability of professionally skilled and medically qualified persons and non-validation of processes used for weight reduction are two such important lapses generally ignored by certification agencies.
In one case a slimming centre has been advertising that it is ISO 9001 certified and was giving addresses of about a dozen centers. When I brought it to the notice of the certification agency I was told that they had audited only one centre. But the agency was trying to justify this wrong action by giving silly excuses.
Can we design an effective quality managemnent system for these services?
As you must have seen from my profile, I design and document management systems; ensure their implementation; arrange their third-party certification; and continually improve their effectiveness. Through this blog I intend to provide on-line advisory services on any aspect of effective management systems.
A management system is effective when it ensures that its benefits flow to the organization as a natural process and without any hinderance. Such a system is self-diagonistic, self-corrective and self-improving. The only requirement is that you should never ignore any non-conformance in its implemenation. You should always be pro-active.
Remember that you have implemented a management system to improve your company’s business performance. So don’t take any short-cuts. Don’t fall pray to lower advisory and certification expenses. These expenses are in fact a real investment and will give back to your company solid returns in many forms – better productivity, less wastage and rejections, more market share, and ultimately more profits.
The management systems we will talk about include – ISO 9001, ISO 14001, OHSAS 18001, sector specific systems supplemetart to ISO 9001, HACCP-ISO 22000, SA 8000 …… So friends, let us start on the right path. Ask whatever you want to ask.
There was a farmer who grew superior quality and award-winning corn. Each year he entered his corn in the state fair where it won honor and prozes. One year a newspaper reporter interviewed him and learnt something interesting about how he grew it. The reporter discovered that the farmer shared his seed corn with his neighbors’.
“How can you afford to share your best seed corn with your neighbors, when they are entering corn in competition with yours each year?” the reporter asked.
“Why sir”, said the farmer, “didn’t you know? The wind picks up pollen from the ripening corn and swirls it from field to field. If my neighbors grow inferior, sub-standard and poor quality corn cross-pollination will steadily degrade the quality of my corn. If I am to grow good corn, I must help my neighbors grow good corn.”
The farmer gave a superb insight into the connectedness of life. His corn cannot improve unless his neighbor’s corn also improves. So it is in the other dimensions! Those who choose to be at harmony must help their neighbors and colleagues to be at peace… Those who choose to live well must help others to live well. The value of a life is measured by the lives it touches.
SUCCESS DOES NOT HAPPEN IN ISOLATION. IT IS VERY OFTEN. A PARTICIPATIVE AND COLLECTIVE PROCESS. So share the good practices, ideas, new leanings with your family, team members, neighbors. All the Successes is a Team Work of a family, group, enterprise, corporation…
In fact TEAM as an acronym of letters T,E,A,M
T Together
E Everyone
A Achieves
M More
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