ISO 9001:2000 - Call Center - Service Industry

[Yugender100]

Hello sir ,

My company is a call center company, where we use to market the resorts to US citizens. My company is located in INDIA.

My company is looking for ISO 9001:2000 Certification, previously there use to one Quality manager, who taken care of ISO. But now he got another job and he left the company.

Now it became my responsibility to take care of ISO. although i worked as assistent for him, but iam new to the field. I joined only two months ago.

I done process map for every department, to explaine their process.

Now my problem start, as per my boss time table he told me that prepare quality manual and keep in webserver, so that every one can visit it and they can implement it.

But as per my idea, I am sure if i keep that quality manual no body can do their best, after some time when auditing will happen they will say, we not understand the quality manual.

to overcome this, I like to prepare process map for every department as per ISO requirements. and for quality manual i am really confused.

There is lot of things have to do in my company, as per ISO. If i keep quality manual, what information i have to post there. Do i keep the process of the company.

If i prepare like this, how they will become aware of ISO requirements. please give me good suggestion.
I dont want to waste your time, But I belive here there are so many prople who achieved ISO.

I request you for your help .

Thanks & Regards
K. Yugender
ISPL India.

[RCBeyette]

Originally Posted by Yugender100

Now my problem start, as per my boss time table he told me that prepare quality manual and keep in webserver, so that every one can visit it and they can implement it.

But as per my idea, I am sure if i keep that quality manual no body can do their best, after some time when auditing will happen they will say, we not understand the quality manual.

to overcome this, I like to prepare process map for every department as per ISO requirements. and for quality manual i am really confused.

There is lot of things have to do in my company, as per ISO. If i keep quality manual, what information i have to post there. Do i keep the process of the company.

If i prepare like this, how they will become aware of ISO requirements. please give me good suggestion.

First off, I suggest you do a Search here on the Cove on the topic of Quality Manuals. You will find many threads on this subject...too many for me to list, I'm sure.

The subject of Quality Manuals has resulted in some heated debates on how useful they are and what their purpose is. I am sorry to say this, but I doubt you will ever find 100% of us here who agree on the format/structure/content of a Quality Manual...and these conflicting opinions of the Cove Members may actually confuse you more.

So I would like to suggest the following to you...it's your manual...write it for your Organization. Make it work for you!

Keeping it online so that all employees may access it, is a great idea! We do that where I work...but, I'll tell you something, Yugender...I doubt anyone has truly read it (except when I was on shift with them and they wanted to find out more about what I did).

In your search, you will read comments that say to write a Quality Manual that simply repeats the Standard, writing one that is 4 pages, writing one that is creative and totally unique to your organization...do what works for your company, your own methodologies!

The employees don't really use the Quality Manual...they do, however, need to know and understand the Quality Policy - this means understanding how their jobs impact the Organization's ability to meet the Customer's requirements.

Originally Posted by Yugender100

I dont want to waste your time, But I belive here there are so many prople who achieved ISO.

You don't waste our time by asking questions, Yugender! Many people on the Cove have helped to implement, maintain and even improvement the Management System for companies! The Cove is a great resource and probably one of the best tools you will have as learn more about ISO and Management Systems.

I have noticed, Yugender, that you appear to be somewhat concerned with your experience and knowledge of ISO 9001:2000. I strongly urge you to seek out further training on this through a local college or consultant. Atul Khandekar (a fellow Cove member) has got some great contacts and might be able to help you find a course that is near you. That is the best advice I can you...it will help you find answers to the questions you ask and will also help you become more familiar with ISO 9001:2000 (and how to understand it).

[Mike S.]

In addition to the excellent advice RC gave, let me add a few comments. Most of the employees probably won't have much use for the quality manual (QM) itself, it is the associated procedures and work instructions that usually mean the most to the employees below management level. The QM usually says what you will do at a high level -- what policies the company has written to meet ISO requirements and company requirements and then the procedures and work instructions will tell them the "who, what, where, when, and how".

There are many examples of QM's posted here on the Cove to give you some ideas/examples. Once you have A QM that suits your company's needs, then work on the procedures, work instructions, and training needed to comply with the policies listed in the QM. Sometimes you will need all three, sometimes training alone will work.

If you have specific questions, ask and someone here can probably help you.

[qualitygoddess]

Your process maps would be great as procedures. Don't lose them!

To learn more about ISO 9001, I agree that you should take a course. Some consulting firms and support organizations (like ASQ) often offer a course on-line. You can also go to www.iso.ch, the IOS website to get firsthand information about 9001. You should contact your country's accrediation body for assistance.

India (BIS)

Address Bureau of Indian Standards
Manak Bhavan
9 Bahadur Shah Zafar Marg
IN-New Delhi 110002

Tel +91 11 23 23 79 91
Fax +91 11 23 23 93 99
E-mail ird@bis.org.in
Web http://www.bis.org.in

ISO Membership category: Member bodies


Feel free to continue posting. There are many of us who have helped numerous companies, register, and will be happy to give you guidance.

--Jodi

[Yugender100]

Thank you sir,

I am very glad to receive your message. Thanks for your post sir.

Thanks & Regards
Yugender. K
ISO Quality Department
IIC Systems Pvt. Ltd.

[Yugender100]

Originally Posted by RCBeyette

First off, I suggest you do a Search here on the Cove on the topic of Quality Manuals. You will find many threads on this subject...too many for me to list, I'm sure.

The subject of Quality Manuals has resulted in some heated debates on how useful they are and what their purpose is. I am sorry to say this, but I doubt you will ever find 100% of us here who agree on the format/structure/content of a Quality Manual...and these conflicting opinions of the Cove Members may actually confuse you more.

So I would like to suggest the following to you...it's your manual...write it for your Organization. Make it work for you!

Keeping it online so that all employees may access it, is a great idea! We do that where I work...but, I'll tell you something, Yugender...I doubt anyone has truly read it (except when I was on shift with them and they wanted to find out more about what I did).

In your search, you will read comments that say to write a Quality Manual that simply repeats the Standard, writing one that is 4 pages, writing one that is creative and totally unique to your organization...do what works for your company, your own methodologies!

The employees don't really use the Quality Manual...they do, however, need to know and understand the Quality Policy - this means understanding how their jobs impact the Organization's ability to meet the Customer's requirements.



You don't waste our time by asking questions, Yugender! Many people on the Cove have helped to implement, maintain and even improvement the Management System for companies! The Cove is a great resource and probably one of the best tools you will have as learn more about ISO and Management Systems.

I have noticed, Yugender, that you appear to be somewhat concerned with your experience and knowledge of ISO 9001:2000. I strongly urge you to seek out further training on this through a local college or consultant. Atul Khandekar (a fellow Cove member) has got some great contacts and might be able to help you find a course that is near you. That is the best advice I can you...it will help you find answers to the questions you ask and will also help you become more familiar with ISO 9001:2000 (and how to understand it).

Thank you sir,

I am very glad to receive your message. Thanks for your post sir. You said to take training on ISO, But i am there in a situation, where i cant get any training. I cant explaine you sir, But one reson is finance problem.

I am very happy to receive your message sir.

Thanks & Regards
Yugender. K
ISO Quality Department
IIC Systems Pvt. Ltd.

[RCBeyette]

Originally Posted by Yugender100

Thank you sir,

You're welcome, Yugender. Oh, I'm not a 'sir'....while I hesitate to call myself a 'lady' (Taz!...be quiet!), too....just call me Roxane.

Originally Posted by Yugender100

I am very glad to receive your message. Thanks for your post sir. You said to take training on ISO, But i am there in a situation, where i cant get any training. I cant explaine you sir, But one reson is finance problem.

It is unfortunate that you are unable to explain why the financial aspect makes training impossible. Will your company not pay for you to do this training? If mine gave me a project to do, they would pay for me to learn what I needed to in order to ensure the project was a success!

I suggest you ask your Supervisor where the logic lies in them not helping you learn what you need to in order to help them acheive their goal of ISO 9001:2000.

There are many two-day courses available in North America that introduce people to the concepts and meaning of ISO 9001:2000. And perhaps it is my fault for assuming that similar courses are available in India. I do apologize for that assumption.

So, might I suggest the following:

• Are there any organizations near to you that have ISO 9001? They may be able to help you.
• Read ISO 9004:2000 - it is written in a plain and simple language, I find. And while it goes beyond ISO 9001 (which is mainly focused on meeting just the Customer's requirements), it can give you ideas on how to implement a system where you work or it may even point out tools that you already have that meet the requirements!
• If possible, join us in the chatroom. We are usually on around 0830 Cove-time, and occasionally Atul and Manoj join us. A 'real time' conversation might help.
• Look at the Standard and identify if/how your ogranization meets the 'shall' statements. You've got process maps...great! But now what? Audits? Training? Communication? Customer satisfaction/perception? Records?
• Do that Search on the Cove I recommended regarding Quality Manuals. Unfortunately, you will not find a specific answer to your original question.

The wonderful thing about the Cove is that we have all taken different paths to attaining registration or implementing a system. And while this may serve to confuse you...all these different answers and opinions....it means one thing:

There is more than one correct way to attain ISO 9001:2000 Registration!

Good luck, Yugender and, please, keep asking your questions!

[ywang]

Would you mind explaining your situation a bit more? It seems weird to me that a Quality Manager would leave a company before implementing a Quality Manual.

How long have you guys been trying to do this? How long was the last Quality Manager there?