2. Supposed process of implementation QMS by ISO 9001

Transcription

1 SUPPOSED PROCESS IMPLEMENTATION OF THE QUALITY MANAGEMENT SYSTEM BY ISO 9001 AT JAN PERNER TRANSPORT FACULTY UNIVERSITY OF PARDUBICE Libor Švadlenka - Eva Cempírková 1. Introduction Czech high school went from 90. years last century important changes, related with political changes and also with convergence principles and legislatives with EU. Aims, sources, demands and conditions of schools and their neighbourhood are changed. Contemporary models of the control faculty are influence last period, personal influences and interests, and miss modern control components. The control of high schools is constructed on principles, which is not in conformity with acutely demands of society. Many problems solve ad hoc, especially by dividing finance and financial control of flows. In many cases are not clear specified the competences and responsibilities. Whole process of control miss standard of transparency and formalization. [7] These problems have University of Pardubice, Jan Perner Transport Faculty, so it is aim to reason into the control of faculty about need implementation of the Quality Management System (QMS). Implementation of this system would go to exact limitation of competitions and responsibilities, to better organisation of faculty, to research and satiation of customers needs, to reductions costs of operation of workplaces and especially to education enhancement. Some Universities (TU Wien, TU Aachen, Ekonomická fakulta UMB v Banské Bystrici, 4 faculties VŠB-TU Ostrava etc.) have implemented QMS (certificated by ISO 9001), it is possible use their practices. 2. Supposed process of implementation QMS by ISO 9001 QMS is possible implement through the consultant firm or by self. Common goal for two these methods is first step of implementation effectual QMS and it is positive resolution of faculty and the realization. It is important, that faculty was by over the process of implementation QMS example for others, and it means active participation of project. 2.1 Process of implementation QMS by ISO 9001 with use consultant firm At first is the positive faculty resolution of implementation QMS by ISO It is choose consultant firm. Her process would be divided in these parts: discussion with faculty management (definition of demands, methods of QMS, definition of aims, process of works), the aim is sign the contract, opening discussion for the control (structure of norm ISO 9000, status and trends, demands of QMS), at aim can be learning texts, knowledge, certificate, analyse of existing status (comparison the status in firm with demands of norm ČSN EN ISO 9001:2001), aim is report about the status, selection of activity preference, definition of strengths and weakness, time specification of implementing QMS, Ing. Libor Švadlenka, Ph.D., Department of Transport Management, Marketing and Logistics, Jan Perner Transport Faculty, University of Pardubice, Studentská 95, Pardubice, Czech Republic, tel.: , fax: Libor.Svadlenka@upce.cz Ing. Eva Cempírková, tel.: , eva.cempirkova@student.upce.cz 37

2 team creation of the quality (nomination control of quality), aim would be creation of personal supposition for successfully building, keeping and perfection of QMS, definition of general processes with consultation (determination of preference in dependence on specified processes and measurable aims), aim is harmonogram of system operations, documentation, control and audit, responsibility of activities, documentation of QMS (direction, procedures of quality), output is project, creation, ratification and publication of QMS documentation, implementation of this system in praxis is with form of consultation (work of quality team, implementation of system variations in praxis), QMS is becoming in this period component of management, personnel are in time education in form of seminars, knowledge of documentation and understanding of system variations. Aim would be knowledge all personnel about QMS, motivation for this system and work perfection, intern audit on place, control of QMS, satisfaction of demands norm ČSN EN ISO 9001:2001, control of function, effectuality and keeping, revision of QMS management of firm (audit, system classification of effectuality and functionality, strengths and weakness, realize aims, classification of customer satisfaction), output is new about quality with definition of new aims and examination of readiness to certification, getting request to certification, classification and selection of classification society, getting request, let s go to the contract with classification society, certification in form of classification audit and output is certificate. Consultant firm should be come faculty to certification QMS by demands of norm ČSN EN ISO 9001:2001. From aspect of time consultant firms have time-limit for implementation of QMS in months in dependence on personnel. Consultant firm, which has time-limit in weeks is insolvent and of poor quality. It stands to reason, that Quality of consultant firm is very important especially by method of implementation QMS by norm ISO Selection should be on the basis of these criterions: attested references of consultant firm, standard of processed supply with price data, revision of professional competence of consultant firm (personnel certification/registration), revision of information about consultant, who will do these activities in organisation, connection consultant firm on accredited classification society, revision of time harmonogram and financial plan of project, that are presented by consultant firm after demands of project operating. 2.2 Process of implementing QMS by ISO 9001 by self This variance of implementation QMS by ČSN EN ISO 9001:2001 will be more probable. At first is the positive faculty resolution of implementation QMS by ISO Whole implementation process of getting certification can be demonstrated on the sequence chart (Picture 1). 38

3 2.1.1 Initiatory period In this starting period will expect next activities: preparation and training of faculty management inclusive of structure of norm line ISO 9000:2000, demands on QMS, analyse of existing status, incoming trends, representative nomination of faculty management for quality, eventually quality manager, constitution team, nomination of intern auditors, function definition and coordination competences to engaged persons, detail elaboration this period should be in form plan, coordination competences to individual persons should by realized for example in form table, which can be model to planning next periods Preparatory period In this period should be realized these activities: formulation of visions and missions faculty, formulation of policy quality, definition of quality aims, preparation and training of team specialized on right examination conformity demands of ČSN ISO 9001:2001 with current status of QMS. By planning this period can be use like table as in foregoing case. In this period is decisive team working of faculty management by composition of project and next revision of strategically faculty documents, of course by communication with under lever of faculty management. Responsibility of formulation and determination these documentations should have dean of faculty. Their content and form must conform to demands of ČSN EN ISO 9001: Period analyse of contemporary status and planning implementation In this period should be realized next activities: creation questionnaire for classification contemporary status of QMS, self analysis realization emphasis on identification structure and status of faculty operation, method division of competences and responsibilities, identification of customers and their demands, status of economic planning, care about personnel, status of data evidence about quality and efficiency and their use by operation and location fundamental divergence from demands of norm ČSN EN ISO 9001:2001, interpretation of contemporary status, formulation of projects on system variances with the context of disagreement by norm ČSN EN ISO 9001:2001, elaboration progress chart of implementing QMS by ČSN EN ISO 9001:

4 Picture 1 Sequence chart of implementation QMS by ISO 9001 Input Protocol of dean collegiums Start Initiatory period Output Contents of education, materials of education, nomination decree for representative of quality, protocol of team nomination, intern auditors, protocol of competences dividing ČSN EN ISO 9001:2001 Social quality needs Preparatory period Visions and missions of faculty, policy and quality, contents of education, materials of education, protocol of education ČSN EN ISO 9001:2001 Analysis of current status Planning of implementation General report about current status of QMS Plan of implementation General report of analysis General report of analysis Map and description of processes Map of processes Documentation of QMS Contents of education, materials of education, protocol of education, scheme and description of processes, maps and processes, sequence processes Compact functional documentation of QMS, contents of education, materials of education, protocol of education Compact functional documentation, process map and map of processes Implementation of QMS in praxis Testing operation of QMS by ČSN EN ISO 9001:2001 Documents, reports Practical application of QMS Realization of intern audits Contents of education, materials of education, protocol of education, protocols of audit Protocols of audits, demand of customer s, policy and aims of quality, historiated QMS Revision of management Report of quality, defined aims, identified useful sources, report about preparation to certification Documents, reports Certification Certification of quality End 40

5 2.1.4 Period of processes mapping In this period should be realized next activities: preparation and education all the personnel specialized on comprehension QMS by ČSN EN ISO 9001:2001, motivation for its innovation and especially processional entrance including methodology of processes modelling, identification of general, control and subsidiary processes, specification sequence between processes, composition maps of processes, identification of process proprietors, At general processes can identify: educational activity: bachelor education, magister education, academic education, creative activity: projects of research activity, projects transformational and development, projects EU, complementary activity: cooperation with praxis, At control processes can identify: strategically planning, operating control, control of documents and records, intern audit, In the end can identify at subsidiary processes: creation and actualisation education programmes, information systems, shopping, monitoring of customer satisfaction, inaugural control, control to nomination of professor, control of monitoring and measure apparatus, appeal of procedure. Process map represents incidence of these processes (Picture 2). 41

6 Picture 2 Process map of Jan Perner Transport Faculty Control processes Strategically planning Operating control Intern audit Control of documents and records General processes Customer Educational activity Bachelor education Magister education Academic education Creative activity Projects of research activity Projects transformational and development Projects EU Complementary activity Cooperation with praxis Customer Inaugural control Subsidiary processes Control to nomination of professor Creation and actualisation education programmes Information systems Shopping Appeal of procedure Monitoring of customer satisfaction Control of monitoring and measure apparatus After the determination of processes proprietors have to definite process and detail describe through the use of characteristics propose and aim of process, proprietor of process, customer of process, input and output of this process, useful sources, regulators, measure criterions and aims and of course one s own procedure change of inputs and outputs of this process Period of documentation QMS In this period can be realized next activities: definition of structure and of particular standards documentation, definition uniform terminology and forms of directions, sequence of operations and records, completion of missing documents, project, reminding and ratifying of documents, which demands norm ČSN EN ISO 9001:2001, elaboration of quality manual, preparation and education of personnel relating new implementing of QMS respects ČSN EN ISO 9001:2001 including control of documentation. In the structure in this documentation of QMS are fundamental documents of QMS at the outside in hierarchy, in are enlarged visions and missions of faculty, policy of quality and aims of faculty and to quality manual. Next will go legislative documents, law number 111/1998 Sb., about universities, norm ČSN EN ISO and next internal documents of University Pardubice and faculty as Statute University Pardubice, Educational and examinable rule of University Pardubice for education in bachelor and magister programmes, scholarship rule etc. In hierarchy of quality direction will be representative and historiated procedures mentioned in these sections demanded by norm ČSN EN ISO 9001:2001, for example direction for control of documents and records and in the end will be in this hierarchy operating sequence and control procedures as metrological rule. Lowest on the hierarchy will stay regulations of dean as document for operative government of faculty 42

7 and under in future records about quality (record about revision of management, record about process of intern audit). By creation of implementation QMS begins with direction conditioning inception and control of documents and records of QMS, which specify its form and graphic design method of implementation other directions. This direction defines formal models (including notation) next documents in QMS. Formal design has to respect demands publishing University Pardubice. Quality manual is fundamentals document of QMS. His creation and maintenance result from concrete demand of norm ČSN EN ISO 9001:2001. Quality manual should be describing QMS building in faculty in conformity with ČSN EN ISO 9001:2001. Should be offer fundamental information about faculty, her vision, mission, policy of quality and aims of quality. Should be use to for extern propose as instrument for increasing of confidence by customers and other interested sides. Should be proof for use of effective QMS, and should be exactly, completely and concisely mean intentions, control and realization procedures of faculty, refers to procedures in conformity with processes by norm ČSN EN ISO 9001:2001. Division of quality manual should be respect division of sections in norm ČSN EN ISO 9001:2001. At the beginning should be definite propose and subject of quality manual, scope and regulations of control quality manual, description of faculty and her general activities, organisation diagram of faculty and missions, visions of faculty, policy of quality and aims of quality. Quality manual should be public for all the personnel of faculty, which would be with content, introduce and should be revise once a year Period of implementation QMS In this period can be realized next activities: implementation of process control, edition and distribution of documentation QMS, testing operation and in terms of searching mistakes and problematical sides, QMS. In terms of this period is stepwise implementing particular complete processes and interrelated documentations in testing operation. Simplified personnel work what they write Period of realization intern audit In this period suppose these activities: preparation and education of intern auditors, systematically control of building QMS, realization of precaution to elimination differences with demands of norm ČSN EN ISO 9001:2001. Method of control should be going from defined plan of intern audits. This skeleton plan should be filling with set of detail plans of audits. These detail plans should be including, when the audit will realize, who this plan realize and what will audit. Results these particular audits should be noting in protocol of audit, which is including actual differences, projects for correct including terms. Of course should be standing out for realization of corrective measures Period of management revision In this period suppose these activities: examination of audits, classification of effectively and functionality QMS, examination of filling aims, classification of customer satisfaction, 43

8 elaboration of general report, acceptance and realization of precaution. Revision QMS of faculty management is periodic activity demanded by norm ČSN EN ISO 9001:2001. Its import is in availability, suitability and efficiency of QMS. Output of this period should be elaboration of general report about quality. Components of this should be determination of quality aims, needed sources and too examination of readiness QMS to certification Period of certification The Certification is possible define as activity of third side, which is providing reach confidence, that identifiable product, process; qualification of personnel or quality system is in conformity with specified norm or document. As a result of certification process is conferment or not conferment of certificate. This final period should be including next activities: classification and selection of classification society, in front of audit, certificate audit conferment certificate, control audit, reaudit. As aim of front audit is examination, that documentation of QMS agrees demands ČSN EN ISO 9001:2001. Front audit practises one auditor. In case of detected errors auditor would give to certification organ some references to practise certification audit. In case of detected major errors from demands ČSN EN ISO 9001:2001 auditor requires precaution going to innovation QMS (modification or completion QMS). After would be front audit repeat and detected errors would be lever out, audit would be recommend. Certificate audit practises auditor team. As aim it is revision conformity between QMS documentation and practise implementation of documentation activities and their appropriation of personnel. That detected errors are not major, auditor gives references to conferment certificate. When errors are major, auditor demands propose and realization corrective measures and when is necessary to project audit of section, where were errors lever out, audit would be recommend. The certificate has limited operation, 3 years. Then is necessary renews his availability. Controls audits are realized in phase between certificate audit and reaudit at random certificate organ in order to get ratify licence of getting certificate. After the elapse of availability certificate must certificate organ practise reaudit to the extent of certificate audit. 3. Conclusion Implementation of QMS by ISO 9001 in education its specification lags behind other industries. Successfully implementation at Jan Perner Transport Faculty will not cheap and fast. In long-time side of course implementation of QMS contributions reweigh negatives connecting with implementation. Advantage QMS is using experiences and know-how organisations, which are this process passed (TU-Ostrava). Independently of which variances of implementation QMS by norm ISO 9001 faculty management selects, is for over process fundamental position and especially method action of faculty management, which would be for other personnel of faculty representative. More probably variance of implementation QMS by ISO 9001 on faculty will be variance needed self powers with next periods: initiatory period, preparatory period, period analyse of contemporary status and planning implementation, 44

9 period of processes mapping, period of documentation QMS, period of implementation QMS in praxis, period of realization intern audit, period of management revision, period of certification. Globally process of implementation, which result is awarded certificate, should be take one year. With successfully implementation QMS everything is not ending, as aims every organisation should be continual improvement in conformity with principle of QM by norm ISO 9000:2000. LITERATURE: [1] ČSN EN ISO 9000:2001 Systémy managementu jakosti Základy, zásady, slovník. [2] ČSN EN ISO 9001:2001 Systémy managementu jakosti Požadavky. [3] ČSN EN ISO 9004:2001 Systémy managementu jakosti Směrnice pro zlepšování výkonnosti. [4] ČSN EN ISO Směrnice pro auditování systému managementu jakosti a systému environmentálního managementu. [5] ISO/IWA 2:2003 Systémy managementu kvality Směrnice pro aplikaci ISO 9001:2000 ve vzdělávání. První vydání. Praha: Národní informační středisko pro podporu jakosti, s. ISBN [6] HUTYRA, M. Zkušenosti se zaváděním systému managementu jakosti dle ISO 9001:2000 na vysoké škole. In Sborník z konference České společnosti pro jakost, ISBN [7] VONDÁK, I. Proč zavádět systém managementu jakosti na univerzitní pracoviště. Aula, roč. 13, č. 3/2005, str , CSVŠ Praha. ISSN [8] NENADÁL, J. a kol. Moderní sytémy řízení jakosti. Vydání 2. (doplněné; dotisk). Praha: Management Press, s. ISBN [9] MADLEŇÁKOVÁ, L. Implementation a Quality Management Program - Cs of success In: MicroCad 2002 : International scientific conference, 7-8 March Miskolc: University of Miskolc, ISBN P [10] Internetové stránky poradenské firmy DERS [on-line]. [cit ]. Dostupné z WWW: [11] Internetové stránky VŠB-TU Ostrava [on-line]. [cit ]. Dostupné z WWW: 45