ISO in staffing firms

[Kirby]

I have had many years in AS and ISO compliant / certified companies. All of my experience has been with companies that produce goods and very limited services except those that are common to production services. I'm now retired but I'm helping a friend of a friend pursue ISO 9001 compliance / certification in a (literally) Mom & Pop staffing company, primarily working on documentation and I'm not familiar with how to develop the documentation for a company that only provides service. Example: How would one approach Design and Development?
Also, OTD has always served as a metric for analysis and evaluation in production sites but how would we measure that with respect to staffing?
I can be a bit creative and develop Control of NC Outputs, and NC and CAR procedures but I am struggling with some areas.

 

[Randy]

How would one approach Design and Development?

It's in your contract language.........The product is the service you provide, not the people involved.

OTD has always served as a metric for analysis and evaluation in production sites but how would we measure that with respect to staffing?

Was the service delivered within the prescribed time period?

Don't over think it and some clauses you might be able to declare non-applicable.

 

[Kirby]

It's in your contract language.........The product is the service you provide, not the people involved.


Was the service delivered within the prescribed time period?

Don't over think it and some clauses you might be able to declare non-applicable.

Thank you, Randy.

 

[was named killer]

I have had many years in AS and ISO compliant / certified companies. All of my experience has been with companies that produce goods and very limited services except those that are common to production services. I'm now retired but I'm helping a friend of a friend pursue ISO 9001 compliance / certification in a (literally) Mom & Pop staffing company, primarily working on documentation and I'm not familiar with how to develop the documentation for a company that only provides service. Example: How would one approach Design and Development?
Also, OTD has always served as a metric for analysis and evaluation in production sites but how would we measure that with respect to staffing?
I can be a bit creative and develop Control of NC Outputs, and NC and CAR procedures but I am struggling with some areas.

For a Service company you take an exemption from Design and Development

 

[Randy]

For a Service company you take an exemption from Design and Development

Don't bet on it, you may very well be incorrect.

 

[qualitymanagerTT]

Let's say your friend / client is supplying staff to the "airline industry". Sounds grand, but it's only janitorial staff for airline offices (not in airports, or other regulated areas).

They grow a bit, and pursue the opportunity to provide check-in / counter staff at the airport. This is a different service, with regulatory requirements to be addressed (as counter staff can end up at the gate scanning boarding passes) so your recruitment process will need to have some new activities, or you may need a separate process for verifying clearances.

Let's say they then move into providing aircraft maintenance technicians - a different service category, with much more in the way of regulatory requirements (apart from security clearances, there would be mechanic licenses, etc.).

If these are done over the span of 20 years, it may be reasonable to argue that design of new services is not a regular activity. Depending on the Auditor, you may have to show conformity with design requirements, then say it is not applicable after a couple years, then revive the design process for the next new service. From the perspective of wanting to "get it right" my opinion would be that you use the service design process every time a new service is going to be offered.

If you add all these new services within 2 years, my opinion is that the company is carrying out service design on a regular basis.

 

[qualitymanagerTT]

Also, OTD has always served as a metric for analysis and evaluation in production sites but how would we measure that with respect to staffing?

Apart from delivery, it's a good practice to evaluate performance of the staff provided ("post-delivery activities") by getting feedback from their supervisors, or existing employee performance appraisal systems.

 

[Sidney Vianna]

Let's say they then move into providing aircraft maintenance technicians - a different service category, with much more in the way of regulatory requirements (apart from security clearances, there would be mechanic licenses, etc.).

One more thread about the applicability of D&D for service organizations. This will never be put to rest simply because the “old and wise” experts of the TC 176 SC2 fail to realize the fact that the dynamic of a service development is SIGNIFICANTLY different to a (tangible) product design cycle. I have voiced numerous times my opinion that there should be AGAIN an ISO 9001 specific to address service organizations. Back in the day we had ISO 9004-2 for that purpose, but the “wise ones” canceled the document.

As for the concerns mentioned in the paragraph I quoted above, the PLANNING requirements in the service realization section of 9001 would cover most, if not all, of the issues.

 

[was named killer]

Don't bet on it, you may very well be incorrect.

Worked for me. We took the exemption because we Design NOTHING. Everything we do is customer dependent.

 

[Randy]

Worked for me. We took the exemption because we Design NOTHING. Everything we do is customer dependent.

Cool, you didn't get tapped for designing the "service process provided"