1. The ISO 17025 Journey: Swaziland Water Services Corporation Laboratory
Presented by : QUALITY ASSURANCE MANAGER/NLAS CHAIRPERSON
Presented at: TEST & MEASUREMENT CONFERENCE
Date : 1st AUGUST 2017

2. Overview Introduction Functions of the SWSC Laboratory
Monitoring Programs & analyses done
SWSC Laboratory pre-ISO accreditation
Journey to ISO accreditation
ISO accreditation benefits at SWSC Laboratory
Future outlook

3. Introduction SWSC: Water & Sanitation Utility, SWSC Act 12 (1992)
Corporate MS: ISO 9001, 14001, OHSAS 18001, HACCP
Laboratory positioned within Technical Services Department
Lab accredited by SANAS for ISO since 2012 (SADCAS 2017)
Nucleus of the SWSC water & wastewater quality assurance function
Clients: Operations, Ecowater, Technical, External customers

4. QA Staff (15) MD OD
TSD
QAM
ASC LT LA
QAS QI
ASM CL PE FD
SSD

5. SWSC Lab 2 37
215
7, 423
225, 097
7, 498, 499

6. Functions of the SWSC Laboratory
Water/wastewater/industrial effluent monitoring
Waterworks quality audits
Water quality complaints investigations
Provision of water & wastewater analytical data (Technical)
Coordinating SWSC Reservoir cleansing program

7. Monitoring programs & analyses done
DW monitoring: Catchment, Abstraction, Treated Product, Distribution
Wastewater: Influent, Intermediate, Effluent, Upstream & Downstream
Industrial Effluent
Analyses:
Phys-Chem: alkalinity, hardness, nutrients,
chlorine, colour, turbidity EC, COD, BOD, TSS, TDS, pH, cations, organic pollutants, etc.
Microbiology: total coliforms, Faecal coliforms, Enterococci, Escherichia coli, HPC, Pseudomonas aeruginosa, Yeast & Mould, etc.

8. Lab Equipment

9. SWSC Lab pre-17025 Accreditation
No comprehensive documented QMS, business continuity risk
No formal system of handling NCs, recurrences were a norm and costly
Customer requirements not defined, performance against them not measured (e.g. customer satisfaction)
Customer complaints on effluent bills prevalent – reversal of invoices
Methods not validated: uncertainties on results – customer/regulator confidence low
Adherence to implementation of PPM for equipment was low

10. SWSC Lab pre-17025 Accreditation – Cont’d
No firewalls/safeguards between sampling and analytical staff
No formal system for evaluating analyst competence
Inadequate monitoring and control of lab environmental conditions
No internal audits/management reviews – system effectiveness not evaluated

11. Journey to ISO 17025 Accreditation
Executive Decision: Strategic goal for SWSC
ISO Gap analysis
ISO training (system & auditing)
QMS development & implementation
External audit (2010)
Corrective actions

12. Journey to ISO 17025 Accreditation – Cont’d
Corrective actions:
Structure review – Quality Inspectors
System documentation: procedures, forms, records
Resource provision:
Testing equipment
Temperature monitoring system
Back-up power
Training
Improved operational budget
External Audit (2011)
Accreditation (2012)

13. Journey to ISO 17025 Accreditation – Cont’d

14. Journey to ISO 17025 Accreditation – Challenges
Staff turnover: laterally and poaching
Time constraints
Steep service & maintenance fees

15. Benefits of ISO at SWSC
Global recognition, enhanced image of SWSC
Enhanced employee satisfaction (71% vs 66.4% SWSC average)
Customer confidence on test results – wider customer base
Customer satisfaction: 90.8% (2016)
More external customers, increased revenue: ↑219% (2012:2017)
Reduction in non-conforming work: ↓88% (2012:2017)
Reduced customer complaints (e.g. COD for billing): ↓94% (‘12:’17)
Improvements on overtime management: 2.5% of basic pay vs 10%

16. Benefits of ISO 17025 at SWSC: 2012 vs 2017
Adherence to internal SLAs: Lab rated amongst the best units at SWSC
Adherence to equipment PPM: 100% for first half of 2017
Auditor confidence on product quality (ISO 9001 audits)
Enhanced knowledge of the business
Reduced risk in lab business continuity – system documented

17. SWSC Lab Team 2012

18. Future Outlook Increase accreditation scope Increase testing scope
Increase customer base
Improve SWSC Laboratory viability

19. Matsapha Waterworks

20. “In order to succeed, we must first believe that we can”
Nikos Kazantzakis