ISO 9001:2000 for service companies - Facility Management / Maintenance

[Gangona]

Hello everybody,

I'm the only Quality Engineer in my company for a year and half now, since I started the management had a complete concern about my work in a complete different approach than QC, and since 3 months I started to convence them that its time to enter the real world and trying to implement an ISO 9001:2000 requirements.

My company is the facility management contractor (A maintenance company), providing mechanical, electrical, civil maintenance and also housekeeping activities.

The company has nearly 70% of the working procedures and work instructions through CMMS (Computerized Maintenance Management System).

I know that the ISO requirements is the made for both production and service companies but to implement a system within a production companies.. is much easier than service ones because most of the times i can't understand how to tailor the working system according to the standard? .

And do i have to start with a Gap Analysis check list although i'll implement ISO 9001:2000 for the 1st time?

Also, i don't know what exactly meant by Document Control, is it the paper movement or just to have a Quality Manual with the company procedures, forms and work instructures?

I hope that my qustions doesn't seem so childesh, coz you are the most professioanl people i can seek thier help.

Thanks a lot,

[RCBeyette]

Hi and welcome to the Cove, Gangona!

Originally Posted by Gangona

I know that the ISO requirements is the made for both production and service companies but to implement a system within a production companies.. is much easier than service ones because most of the times i can't understand how to tail the working system according to the standard?

There are many courses here in North America that offer information on understanding and implementing ISO 9001:2000 for service-based companies. Perhaps there are similiar options in Egypt?

Originally Posted by Gangona

And do i have to start with a Gap Analysis check list although i'll implement ISO 9001:2000 for the 1st time?

A Gap Analysis is a highly recommened and useful tool. It basically is the first step towards registration in that it helps you determine where you are now and what still remains to be done in order for you to attain registrartion. It's an excellent way to ensure you have the proper resources available in your pursuit for ISO 9001:2000.

Originally Posted by Gangona

Also, i don't know what exactly meant by Document Control, is it the paper movement or just to have a Quality Manual with the company procedures, forms and work instructures?

Yes and yes. Carefully re-read that section on Document Requirements. You require a Quality Manual and the 6 required procedures. There is also the requirement, however, that you will have documentation where the absence of it could impact your ability to meet your Customer's requirements in a negative way.

Keep reading the section on Document Requirements. Control of Documents requires you to have a process in place to control the use and life-cycle of your documentation.

Try doing a search here in the Cove on your topics. You might find that someone else has already asked a question similiar to yours and suggestions already provided.

Again...welcome!

[Gangona]

Originally Posted by RCBeyette

Hi and welcome to the Cove, Gangona!



There are many courses here in North America that offer information on understanding and implementing ISO 9001:2000 for service-based companies. Perhaps there are similiar options in Egypt?



A Gap Analysis is a highly recommened and useful tool. It basically is the first step towards registration in that it helps you determine where you are now and what still remains to be done in order for you to attain registrartion. It's an excellent way to ensure you have the proper resources available in your pursuit for ISO 9001:2000.



Yes and yes. Carefully re-read that section on Document Requirements. You require a Quality Manual and the 6 required procedures. There is also the requirement, however, that you will have documentation where the absence of it could impact your ability to meet your Customer's requirements in a negative way.

Keep reading the section on Document Requirements. Control of Documents requires you to have a process in place to control the use and life-cycle of your documentation.

Try doing a search here in the Cove on your topics. You might find that someone else has already asked a question similiar to yours and suggestions already provided.

Again...welcome!

Thank you so much Roxane for your sweet welcoming, and of course for your help.
About the cources i'll search about but all i know that cources here is always talking about the general aspects of ISO 9001:2000 not epecifically in service-based companies but anyway i'll give it a try.

About the Gap Analysis, i already have some checklists, i got it from the internet and they all nearly the same idea.

For the Doument Requirements i made a draft just an idea, and i know that the 6 required procedures are: 4.2.3 Control of documents,4.2.4 Control of quality records, 8.2.2 Internal audit, 8.3 Control of nonconformity, 8.5.2 Corrective action
8.5.3 Preventive action am i right?

thanks again

[RCBeyette]

Originally Posted by Gangona

Thank you so much Roxane for your sweet welcoming, and of course for your help.

That's the wonderful thing about the Cove...we're all here to learn and share knowledge. It's a great resource to find!

Originally Posted by Gangona

About the cources i'll search about but all i know that cources here is always talking about the general aspects of ISO 9001:2000 not epecifically in service-based companies but anyway i'll give it a try.

Even if you are unable to find one that is service-focused, attendance would still be worthwhile as you would have the opportunity to ask your questions from your point-of-view. When I have attended such courses, it has always amazed me to see the differences between manufacturing and service...and yet, we have much in common, as well.

Here's a bit of cheerful news for you...there are cities that are registered to ISO 9001. If *they* can do it...with all of their politics and bureaucratic ways...surely your organization can do it!

Originally Posted by Gangona

About the Gap Analysis, i already have some checklists, i got it from the internet and they all nearly the same idea.

They probably are...so find the one that you like best...or develop your own. What ever is the best use of your time and resources. After all, the Gap Analysis is a big step. You look at each requirement and determine if you have addressed and how well. At the end of the Gap Analysis, you will have a good picture of where your company is in relation to attaining registration.

Originally Posted by Gangona

For the Doument Requirements i made a draft just an idea, and i know that the 6 required procedures are: 4.2.3 Control of documents,4.2.4 Control of quality records, 8.2.2 Internal audit, 8.3 Control of nonconformity, 8.5.2 Corrective action
8.5.3 Preventive action am i right?

You are correct.

But look at the other requirements....

1. Documented statments of a quality policy and quality objectives
   • Do you have a quality policy that meets the requirements of 5.3?
   • Do you have quality objectives hat meet the requirements of 5.4.1?
2. A quality manual
   • Do you have this developed?
   • Has it been approved?
   • How effectively are you using it?
3. Documented procedures required by this International Standard
   • This would be the 6 you've already mentioned
4. Documents needed by the organization to ensure the effective planning, operation and control of its processes
   • Have you determined which processes are vital to your organization's ability to meet Customer requirements and are the documents for these processes available and effective?
5. Records required by this Internation Standard
   • There are several requirements for records to be retained in ISO 9001:2000 and to be controlled as per 4.2.4 - have they been identified and process(es) to control them implemented?

That's why going on a course is a great idea. We can provide ideas and suggestions here in the Cove, but a course will also provide you with some exercises and case studies that will allow you apply your new knowledge.

[Wes Bucey]

Just some additional information about documents: Documents do NOT have to be reduced to hard copy - they can remain as strictly electronic.

Consider some of the threads here about size and complexity of Quality Manuals. By using flow charts and other techniques, it is possible to really streamline the basic required documentation to meet the Standard.

[Gangona]

hi all,
thank you so much Roxane and Wes for helping me..I know am asking too much, but you r really helpful ..

First: what is exactly meant by Quality Plans? and what is the difference between it and the Clause 5.4.2 QMS Planning ?

Second: I know that Exclusions are made just within Clause 7, But a service company what exclusions can we make, for example: 7.3 Design and development, is it applicable for services? please i need detailed answer for this question?

Third: In my company, letters are the way of communication between us and our customer, all their requirements, standards, specifications, anything they want it they write us a letter, so i can consider letters, memos, minutes of meeting, as documents or records? and what is exactly meant by controlling this document; is it giving it a code or serial number or giving the authorization of reviewing and making copies...etc

[Wes Bucey]

Third: In my company, letters are the way of communication between us and our customer, all their requirements, standards, specifications, anything they want it they write us a letter, so i can consider letters, memos, minutes of meeting, as documents or records? and what is exactly meant by controlling this document; is it giving it a code or serial number or giving the authorization of reviewing and making copies...etc

Short answer:
Control means you keep it filed (managed) so you can retrieve it when need arises (perhaps just keep all correspondence in one customer file or in one product file) - if numbering helps you keep track, do. If not, don't.

Control also means you don't let anyone modify the document unless authorized. Various companies do this various ways - whatever works for you.

Bottom line: do what works, but make a WRITTEN PLAN of what you will do, then do it consistently for every document you decide needs to be controled. YOU decide what needs to be controled, NOT the auditor. The decision YOU make may be tempered by regulation (government) or contract (customer.)

Don't get all hung up in unnecessary rules and procedures unless they make sense for your operation.

[MikeL]

Hi Gangona


When you are awarded a contract with a customer you would plan how the work is to be performed. What resources, methods, what records are required, suppliers of materials and so on.

This is Quality Planning.

Quality Plans are the result of this planning.

In your case it would be items like the schedule, work instructions, drawings, special forms just for this contract (as well as your usual ones). Think of the quality plan as a folder that has all the information a maintenance crew needs to do this contract.