IT Managed Services Company Quality Department - Operational Document

Adaym

Involved In Discussions
#1
I've been given a task to carve out a separate Quality Department (IT Managed Services company) which will include activities of Quality assurance and Quality Control. I've share first draft of the operational planning document to top management for review by end of next week.
Resources - 3 + 1 Lead

I seek help from any anybody who can share any examples of Quality Department ( typically for Service industry), few inputs on the contents under each categories headings.

1. Purpose
2. Objectives, Targets, KPIs
3. Activities, Responsibilities, tools, resources
* Transactional quality control - service departments
* Audit Services - Internal / External (ISO 9001, et)
* Analysis & Reporting
-- Complaints
-- Churn Data
-- Tickets
-- Calls
4. Improvements Projects
-- Lean 6 sigma
-- QA tools
--
 
Elsmar Forum Sponsor
T

TigerLilie

#3
Agree with randomname to look at the ITIL books and also ISO 20000 which is the IT service management standard. You may these to be more applicable since you are in IT.
 

Adaym

Involved In Discussions
#4
Though we are an IT service type of company we are already certified against ISO 9001:2008 (as the standard states it is applicable to any type of industry).

The intent is to seek help on what goes in the Quality Department high-level document if it is carved out as a separate department. (around 7-8 pages)
Staff heads, managers, users should be able to understand the structure, roles & responsible,services, activities,categories, performance indicators etc...

It's similar to if I ask a sales operational process document.

Can somebody share some example document for a Quality Department irrespective of type industry? Just to get an idea...
 
Thread starter Similar threads Forum Replies Date
N ISO/IEC 20000-1 (IT Managed Services) Configuration Management Database? Other ISO and International Standards and European Regulations 2
T How is Quality and H&S managed in your company? Misc. Quality Assurance and Business Systems Related Topics 3
S How are risks managed according to AS9100? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
Z KPI Formula Issue - "Change Requests Managed" = Changed/Total ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
B What to include on Controlled Documents that are managed Electronically? Document Control Systems, Procedures, Forms and Templates 2
V Relevance of Self Managed Teams (SMTs) in Regulated Industries Human Factors and Ergonomics in Engineering 5
B Process Approach - Convert System of Documentation into System of Managed Processes Misc. Quality Assurance and Business Systems Related Topics 2
Sidney Vianna How do philanthropic foundations ensure their projects are properly managed? Coffee Break and Water Cooler Discussions 1
G SEI CMMI Dev v1.3 - Defined (ML2) and Managed (ML3) Process Areas Software Quality Assurance 1
V Configuration Management - Configurable, Managed and Controlled Document Control Systems, Procedures, Forms and Templates 3
somashekar Definition SMOI (Supplier Managed Owned Inventory) delivery terms - Pros and Cons Definitions, Acronyms, Abbreviations and Interpretations Listed Alphabetically 1
D Supplier commitment acceptance of orders verified and managed - Meaning AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
F Vendor (Supplier) Managed Inventory - Supplier Stocks Shelves - Receiving Inspection Supplier Quality Assurance and other Supplier Issues 3
L Special Processes for SERVICES AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 10
T ISO 9001 8.5.2. - Identification and traceability to Identify Outputs - Services ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
V IATF 16949 8.4.1 Control of externally provided processes, products and services - Should the CB be on our Approved Supplier List? IATF 16949 - Automotive Quality Systems Standard 10
I Custom software services to be used by medical software ISO 13485:2016 - Medical Device Quality Management Systems 1
M Informational EU – New notified body designated under the MDR – NB 1912 – DARE!! Services B.V. – Netherlands Medical Device and FDA Regulations and Standards News 0
M Authorized Representative services for the EU Recommendations EU Medical Device Regulations 3
S Responsibility of intercessor services provider about services's quality ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
A Design and development of products and services ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
S Education authority requires approval of all courses - Training services provider ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
S Clause 8.2.2 Determining the requirements for products and services ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
S ISO 9001 Clause 8.3 Design for an education services provider ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
S Maintain and repair services company require ISO 9001 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
Ed Panek Do Cloud services require 21 CFR Part 11 compliance? Qualification and Validation (including 21 CFR Part 11) 7
J ISO 17020 concerns of independence & impartiality of services Other ISO and International Standards and European Regulations 1
DuncanGibbons Why is 8.4 post-delivery activities before 8.6 release of products and services in AS9100D? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
Jen Kirley Conway Business Services LLC - Jen Kirley ISO 14001:2015 Specific Discussions 0
A Medical device CER (clinical evaluation report) training/seminar services EU Medical Device Regulations 2
M Informational EU – Eudamed Data exchange services and entity models introductions Medical Device and FDA Regulations and Standards News 4
M Informational EU – M2M Data Exchange available services for accessing MDR EUDAMED data available for Economic Operator (EO) organisations Medical Device and FDA Regulations and Standards News 0
M NIST is one of the government services shut down General Measurement Device and Calibration Topics 2
M Medical Device News New ANVISA health services public consultations – Consultas públicas de serviços em saúde Medical Device and FDA Regulations and Standards News 0
A ISO / IATF 16949 Requirements for Second Party Services IATF 16949 - Automotive Quality Systems Standard 10
I Imaging Services - Which standard should we be certified to? ISO 13485:2016 - Medical Device Quality Management Systems 4
R Creating WIs for a Heavy Civil Engineering Services company Document Control Systems, Procedures, Forms and Templates 19
T Value Chain Map for Food Services Industry Service Industry Specific Topics 1
qualprod Auditing Product and Services doubts ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
D Identifying externally provided services referenced by IATF16949 IATF 16949 - Automotive Quality Systems Standard 2
qualprod Including services in quality policy? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
Pmarszal Supplier Auditing Services (Audit Needed?) General Auditing Discussions 4
P Design and Development Clause ISO 9001:2015 Exclusion for Medical Services Design and Development of Products and Processes 3
Q Partial non applicability of ISO 9001 Cl. 7.1.5 (not having services)? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
B Are contingency plans required to list the sources of alternate products or services? IATF 16949 - Automotive Quality Systems Standard 2
A What does 8.2.2.1, Determining the requirements related to products and services,mean IATF 16949 - Automotive Quality Systems Standard 1
B Is a parent company who provide services to its subsidiary a Supplier? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
julsbear Corporate Services as Externally Provided Service IATF 16949 - Automotive Quality Systems Standard 1
Y ISO 9001 Cl. 8.3 - Design and Development of Products and Services not applicable ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
T ISO 9001:2015 - 8.3 Design and Development of Products and Services (Repair Company) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6

Similar threads

Top Bottom