F
firasali
A big government entity here in the Middle East is under the process for preparation to be certified against the ISO 9001:2008 standard,,, however, and due to the culture in such entities, they have decided to go for certification departmental wise, i.e. each department will go for certification separately!
The departments are of both types: support departments (IT, Finance, HR, Security), and core departments which are looking for the operations of the entity.
Having said so, I have some inquiries and points of discussions that I want to share with you guys:
1) The customers of the support departments will be mainly the other departments of the entity (internal customers) - any suggestions or hints on how to deal with this? They have already initiated customer satisfaction survey results for these (internal) customers to measure the satisfaction
2) What about HR responsibilities,,,, are they going to be considered as outsourced processes for all the departments (except may be for HR)? How can they deal with this,,,,, Same would apply on purchasing and Preservation of Product activities, and may be the Data Analysis part as it is being handled by one department.
3) Quality objectives - I think this is the least tricky part, they have already determined their KPI's and initiated objectives around them for each dept, any recommendation in that regard?
4) Quality Policy - is it ok to have one quality policy for the whole entity, where we can add (flavors) of each department in that policy? any other suggestions?
5) Quality Manual - same as quality policy,,, can they have one quality manual for the whole entity, of course taking into consideration the ISO requirements for the QM (scope for each department separately, procedures of each department, and the inter-linkage between processes
6) Is it ok to have one MR for all the departments? and we can have like Assistant MR for each department?
7) Management Review - can they have one management review to include all the departments together?
Sorry for the long wording of my query, and hope to hear your thought
The departments are of both types: support departments (IT, Finance, HR, Security), and core departments which are looking for the operations of the entity.
Having said so, I have some inquiries and points of discussions that I want to share with you guys:
1) The customers of the support departments will be mainly the other departments of the entity (internal customers) - any suggestions or hints on how to deal with this? They have already initiated customer satisfaction survey results for these (internal) customers to measure the satisfaction
2) What about HR responsibilities,,,, are they going to be considered as outsourced processes for all the departments (except may be for HR)? How can they deal with this,,,,, Same would apply on purchasing and Preservation of Product activities, and may be the Data Analysis part as it is being handled by one department.
3) Quality objectives - I think this is the least tricky part, they have already determined their KPI's and initiated objectives around them for each dept, any recommendation in that regard?
4) Quality Policy - is it ok to have one quality policy for the whole entity, where we can add (flavors) of each department in that policy? any other suggestions?
5) Quality Manual - same as quality policy,,, can they have one quality manual for the whole entity, of course taking into consideration the ISO requirements for the QM (scope for each department separately, procedures of each department, and the inter-linkage between processes
6) Is it ok to have one MR for all the departments? and we can have like Assistant MR for each department?
7) Management Review - can they have one management review to include all the departments together?
Sorry for the long wording of my query, and hope to hear your thought