Need your Help, to prepare the process map - ISO 9001:2000

[Yugender100]

Hello sir ,

My company(Call Center Company, outbound calling, sales of resorts) is looking for ISO 9001 Certificate. Management placed this responsible over my shoulder, this is my first job in my career.

Although I am aware of the ISO Standard, I am not finding the proper way to apply in my organization. I made Process Map of all the departments to find the business process.

I made process map in such a manner, where i can post only shortcut of activities, I cant post detailed information over there. This process map is not understand by every one. again i have to explaine the contents, its taking to much time for me.

As per my timetable I am already behind, so please I request you for your help.

Can you post a kind of process map, or any suggestion, which is useful for me to apply this ISO sucessfully.

Please have a look of this Process, which is done by my collegue.

Thanks & Regards
Yugender. K
ISO Department
IIC Systems Private Limited

[RCBeyette]

Who wrote the process map(s) and how? Were the people who actually do the job spoken with? Were the people who actually do the job asked to help in the development of the process map(s)? Too often we see the ISO or Quality people develop the maps in solitude...so the maps show what people think is done instead of what is actually done.

The map you attached is very similar in nature to the style that my organization is moving towards. There are some subtle differences though.

• We do not # the steps as Step#1 is not always Step#1....sometimes people come in halfway through the process and need to start at maybe Step#5.
• Rather than list the steps on the left column and put boxes with numbers under the applicable positions, we show the step to be done under the actual titles. In other words, for Step#3, we'd have a box under Tech and Ops and in there we would say "Cubicle Set Up"...makes it easier to see who has to do what.
• We indicate if the task is a key task. If so, there is a table down below or a reference to alternate document where we explain the details of the task.
• We show how the process follows a PDCA format. The first step(s) are Planning. The second are Do. Then Check. Then Act. And we show how the process loops back to Planning, as part of Continual Improvement.

A few thoughts, however, on why the people in your company may find the process maps (if they look like the one you attached) confusing:

• It is somewhat confusing to see, for example, 3 and 3b when the description just says Cubicle Set Up. I don't see a (b) in there or a second task to this step.
• There is reference to a 4b and a 4c...but that is not shown on the process map. And I don't see a link pointing me to anything where I might find this 4b and 4c....but perhaps I am just not seeing it.
• Training and Quality are listed, but have no responsibilities...take them out of the document if they are not involved (less clutter!)
• Appearances - dark document and, to be honest, I find the courier and times new roman fonts difficult to read sometimes (try Arial or a round-edged font)
• I see the process name, but I still don't understand what the process map is trying to communicate to me. Maybe because I don't understand your company...but the same will be said by new people. If you are going to train people (new people) on this document, it needs to clearly say what it is trying to communicate, what its purpose is.

I'll see if I can find a sample copy of our format to send to you.

[Andy Nutt]

Yugender,
The task of setting up your Quality Management System can seem overwelming at times. Don't be discouraged, however, being new to the process may actually be an advantage for you since you are not accustomed to older systems.

Here is another example of an overall process map you can reference if you like. It is very basic and simple and was done that way on purpose.

I also have attached and recommend when starting out that you focus on what the key metrics are going to be for your company, (how will you know that your QMS is working?). The first tab shows a brainstorming list of several metrics from all departments. The next tab shows what we felt would be the critical metrics to track for our QMS. The last tab is a sample report used for each critical metric.

The last attachment is a Word document outlining our QMS system. Each of the procedures and documents listed is actually a hyperlink to the document in our system.

Hope this helps.
Good luck to you!
Andy