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 transcript:

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?

Source: Access date: December 2 – 5, 2009

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

DO CHECKACT PLAN

Customer satisfaction measurements Customer complaint process Internal Customers

Quality Policy Quality Objectives Management Commitment Management Representative

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

ProgrammingPlanningDesignConstruction

Document interrelation of processes Document control All processes must be monitored

Quality Manual Quality management system planning Management review

Corrective actions Preventive actions Internal audits Measurements

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

Purchasing process Supplier evaluations Supplier corrective actions

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

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

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

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

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

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

GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

GAP ANALYSISDOCUMENT QMSINTERNAL AUDITMANAGEMENT REVIEWCORRECTIVE ACTIONS

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

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

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

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

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

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

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

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

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

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