Marketing Mix - Bharat Sanchar Nigam...
Transcript of Marketing Mix - Bharat Sanchar Nigam...
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E2-E3
Management
ISO 9001:2008
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WELCOME
• This is a presentation for the E2-E3 E &WS
Module for the Topic: Telecom Infrastructure
• Eligibility: Those who have got the Upgradation
from E2 to E3.
• This presentation is last updated on 23-3-2011.
• You can also visit the Digital library of BSNL to
see this topic.
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LEARNING OBJECTIVES• Understand what is ISO 9001 standard and its
benefits
• Define Quality and understand ISO quality principles
• Describe the process approach and its linkage to quality
• ISO 9001 implementation and concept of Non-conformity
• Explain the main sections of ISO 9001 standard
• Understand BSNL approach to ISO 9001
certification
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What is ISO
• ISO stands for International Organization for
Standardization.
• Founded in 1947
• 120 National standards bodies.
• Head Quarter is at Geneva
• AIM: To improve the exchange of goods and
services internationally
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ISO contd…• ISO Technical committee (ISO / TC 176) was formed in
1979 to harmonize the increasing international activity
in quality management and quality assurance
standards.
• Published the ISO 9000 series in 1987
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ISO contd…• Revision - 1994
• Revision - Released in December 2000
• Revision – Released in November 2008
• More than 90 countries accepted the standards
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Benefits of obtaining ISO 9000 certification
• Internal benefits
– Improved customer focus and process orientation within the company;
– Improved management commitment and decision-making;
– Better working conditions for employees;
– increased motivation of employees;
– Reduced cost of internal failures and external failures
– Continual improvement of the quality management system.
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External Benefits:
– Customers are more confident that they will receive quality products conforming to their requirements
– Customer satisfaction;
– An improved image of the company;
– More aggressive publicity, as customers can be informed of the benefits of their doing business with a company that manages the quality of its outputs;
– More confidence that the company’s products meet relevant regulatory requirements;
– Better objective evidence to defend product liability charges if such are brought by customers.
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Quality
• Quality is not absolute, unique, static and by
chance. It must be defined, be measurable,
achievable and link to customer satisfaction.
Degree to which a set of inherent characteristics
fulfills the requirements (ISO 9000)
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Principles of ISO
1. Customer focus
2. Leadership
3. Involvement of People
4. Process approach
5. System approach to Management
6. Continual improvements
7. Factual approach to decision making
8. Mutually beneficial supplier relationships
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• Organization depends customers
• Understand current & future customer needs.
• Meet / exceed customer expectations
• Increased revenue, customer satisfaction, customer loyalty.
Customer focus
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• Leaders establish purpose & direction of the organization
• Should create & maintain environment to achieve organization’s objectives
• People will understand and be motivated towards organisation’s goal and objectives. Unified, aligned activities
Leadership
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• People of all levels are essence of an organization
• Their full involvement for organization’s benefit
• Motivated, committed people.
• Innovation and creativity can help in achieving objective
• Accountability, eagerness
Involvement of People
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• Desired results are achieved more efficiently when activities and resources are managed as process
• Effective use of resources
• Improved, consistent results
Process approach
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• Identifying, understanding and managing interrelated process as a system contributes to the organization’s effectiveness & efficiency
• Alignment of processes, focus on key processes
System approach to Management
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• Continual improvement of the organization’s overall performance should be a permanent objective of the organization
• Performance advantage
• Flexibility to react quickly
Continual improvements
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• Effective decisions are based on the analysis of data and information
• Informed decisions
• Ability to demonstrate, review, change opinions and decisions
Factual approach to decision making
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• An organization & its suppliers are interdependent
• Mutually beneficial relationship enhances the ability of both to create value
• Optimization of cost and resources
• Flexibility and speed of joint responses.
Mutually beneficial supplier relationships
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PROCESS APPROACH
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NonconformitiesA “major” NC indicates that:
the company has failed to implement any one part
of or the full QMS; or
any specific department of the company has failed
to implement the QMS as applicable to the
department; or
a number of “minor” nonconformities in the same
QMS requirements are found.
A “minor” NC means an isolated incident of a failure to
comply with a defined process or QMS requirement.
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Requirements of ISO 9001:2008
• 1. Scope
• 2. Normative references
• 3. Terms and Definitions
• 4. Quality Management system
• 5. Management Responsibility
• 6. Resource Management
• 7. Product Realization
• 8. Measurement, Analysis and Improvement
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Scope of ISO 9001:2008
• To demonstrate the organization’s ability
to provide consistently product or service
that meets customer and applicable
regulatory requirements
• To address customer satisfaction through
the effective application of the system,
including processes for continual
improvement and prevention of non-
conformity
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• General Requirements
• Documentation Requirements
1. General
2.Quality Manual
3.Control Quality System Documents
4.Control Quality System Records
4. Quality Management System
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Quality
Manual
Procedures
Work Instructions
Records
Should be referred to in Quality Manual
in quality manual
Should be referred to
in procedures
One document
One document
for each function
One document
for each
activity
First Tier
Second Tier
Third Tier
Quality Document Pyramid
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• Documented procedures covering all key
activities.
• Consistency with the requirement of the
standard and quality policy.
• Keep it simple, readable and understandable for
use.
• Use existing activities and processes as a base
for the development of new procedures.
• Procedures may make reference to work
(operating) instructions that define how an
activity is performed.
Quality System Procedures
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1. Management Commitment
2. Customer Focus
3. Quality Policy
4. Planning
4.1 Quality objectives
4.2 Quality Management System planning
5.Management Responsibility
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5 Management Responsibility…contd
5.5 Responsibility, Authority and Communication
5.5.1 Responsibility and authority
5.5.2 Management representative
5.5.3 Internal communication
5.6 Management Review
5.6.1 General
5.6.2 Review input
5.6.3 Review output
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6.1 Provision of resources
6.2 Human resources
6.2.1 General
6.2.2 Competency, awareness and training
6.3 Infrastructure
6.4 Work environment
6. Resource Management
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7.1 Planning of product realization
7.2 Customer related processes
7.2.1 Determination of customer
requirements related to product
7.2.2 Review of requirements related
to the product
7.2.3 customer communication
7.3 Design and development
7.4 Purchasing
7.4.1 Purchasing process
7.4.2 Purchasing information
7.4.3 Verification of purchased
7. Product realization
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1. Control of production and service
provision
2. Validation of processes for production
and service provision
Production and service provision
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Product realization…contd.
1 Identification and traceability
2 Customer property
3 Preservation of product
4 Control of monitoring and measuring devices
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8.1 General
8.2 Monitoring and measurement
8.2.1 Customer satisfaction
8.2.2 Internal audit
8.2.3 Monitoring and measurement of processes
8.2.4 Monitoring and measurement of products
8.3 Control of nonconforming products
8.4 Analysis of data
8.5 Improvement
8.5.1 Continual improvement
8.5.2 Corrective action
8.5.3 Preventive action
8. Measurement, analysis an improvement
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• Organisation establish a documented quality
system
• organisation submits application for registration
• Evaluation of documentation by Certifying agency
• Preliminary visit for adequacy
• Quotation for assessment
• Assessment process
• Corrective action
• Certification
• Surveillance
Route to Certification
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ALTTC was the first unit to obtain ISO 9001
certification in 2001.
Since then many other training centers, Maintenance
regions & project circles, Civil and electrical wings,
Telecom Factories have obtained this certificate.
In 2007, BSNL corporate office directed Circles to
obtain ISO 9001 certification for all SSAs. Apart from
SSAs, circles have also been asked to obtain this
certification for customer related sections such as
Enterprise Business, CS, Commercial, PG cell etc.
ISO 9001 in BSNL
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Similarly at BSNL Corporate office, initially CS, EB,
PG, Commercial and T&C sections have to get ISO
9001 certification.
Various training centers of BSNL are imparting training
to BSNL executives for helping field units in obtaining
ISO certification.
Many Circles and SSAs are in the advanced stage of
certification.
ISO 9001 in BSNL
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