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Why do we need quality management in government agencies? What was IDOTs experience with quality management? What is ISO 9001? How did IDOT implement.

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Presentation on theme: "Why do we need quality management in government agencies? What was IDOTs experience with quality management? What is ISO 9001? How did IDOT implement."— Presentation transcript:

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2 Why do we need quality management in government agencies? What was IDOTs experience with quality management? What is ISO 9001? How did IDOT implement ISO 9001? What are some keys to success in implementing ISO 9001?

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4 Source: Access date: December 2 – 5, 2009

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7 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

8 DO CHECKACT PLAN

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10 Customer satisfaction measurements Customer complaint process Internal Customers

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12 Quality Policy Quality Objectives Management Commitment Management Representative

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14 Responsibilities and authorities Training, Competency and Awareness Quality objectives required at all levels

15 ProgrammingPlanningDesignConstruction

16 Document interrelation of processes Document control All processes must be monitored

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18 Quality Manual Quality management system planning Management review

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20 Corrective actions Preventive actions Internal audits Measurements

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22 Analysis of data Should include statistical analysis Allocation of resources tied to measureable outcomes

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24 Purchasing process Supplier evaluations Supplier corrective actions

25 INTERNAL AUDITS PROCESS MEASUREMENTS PRODUCT/SERVICE MEASUREMENTS MANAGEMENT REVIEW CORRECTIVE ACTIONS PREVENTIVE ACTIONS IMPLEMENT QUALITY SYSTEM PRODUCTS SERVICES DOCUMENT QUALITY SYSTEM REVISE PROCEDURES REVISE MANUALS PLANDO CHECKACT

26 INTERNAL AUDITS PROCESS MEASUREMENTS PRODUCT/SERVICE MEASUREMENTS MANAGEMENT REVIEW CORRECTIVE ACTIONS PREVENTIVE ACTIONS IMPLEMENT QUALITY SYSTEM PRODUCTS SERVICES DOCUMENT QUALITY SYSTEM REVISE PROCEDURES REVISE MANUALS PLANDO CHECKACT

27 INTERNAL AUDITS PROCESS MEASUREMENTS PRODUCT/SERVICE MEASUREMENTS MANAGEMENT REVIEW CORRECTIVE ACTIONS PREVENTIVE ACTIONS IMPLEMENT QUALITY SYSTEM PRODUCTS SERVICES DOCUMENT QUALITY SYSTEM REVISE PROCEDURES REVISE MANUALS PLANDO CHECKACT

28 INTERNAL AUDITS PROCESS MEASUREMENTS PRODUCT/SERVICE MEASUREMENTS MANAGEMENT REVIEW CORRECTIVE ACTIONS PREVENTIVE ACTIONS IMPLEMENT QUALITY SYSTEM PRODUCTS SERVICES DOCUMENT QUALITY SYSTEM REVISE PROCEDURES REVISE MANUALS PLANDO CHECKACT

29 INTERNAL AUDITS PROCESS MEASUREMENTS PRODUCT/SERVICE MEASUREMENTS MANAGEMENT REVIEW CORRECTIVE ACTIONS PREVENTIVE ACTIONS IMPLEMENT QUALITY SYSTEM PRODUCTS SERVICES DOCUMENT QUALITY SYSTEM REVISE PROCEDURES REVISE MANUALS PLANDO CHECKACT

30 INTERNAL AUDITS PROCESS MEASUREMENTS PRODUCT/SERVICE MEASUREMENTS MANAGEMENT REVIEW CORRECTIVE ACTIONS PREVENTIVE ACTIONS IMPLEMENT QUALITY SYSTEM PRODUCTS SERVICES DOCUMENT QUALITY SYSTEM REVISE PROCEDURES REVISE MANUALS PLANDO CHECKACT

31 GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

32 GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

33 GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

34 GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

35 GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

36 GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

37 DESK AUDIT ON-SITE READINESS REVIEW REGISTRATION AUDITSURVEILLANCE AUDIT REASSESSMENT AUDIT

38 DESK AUDIT ON-SITE READINESS REVIEW REGISTRATION AUDITSURVEILLANCE AUDIT REASSESSMENT AUDIT

39 DESK AUDIT ON-SITE READINESS REVIEW REGISTRATION AUDITSURVEILLANCE AUDIT REASSESSMENT AUDIT

40 DESK AUDIT ON-SITE READINESS REVIEW REGISTRATION AUDITSURVEILLANCE AUDIT REASSESSMENT AUDIT

41 DESK AUDIT ON-SITE READINESS REVIEW REGISTRATION AUDITSURVEILLANCE AUDIT REASSESSMENT AUDIT

42 DESK AUDIT ON-SITE READINESS REVIEW REGISTRATION AUDITSURVEILLANCE AUDIT REASSESSMENT AUDIT

43 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

44 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

45 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

46 PLAN DOCHECK ACT PLAN DOCHECK ACT Strategic Review Operational Review Goals Results

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