Hi, My company is rescoping our ISO 9001 to corporate/company-wide and I'm having trouble pinning down our "service realization" process as we are not a manufacturing company. We are a Federal IT service provider. So I imagine our core process should include Business Development/Capture, Proposals, Contract Administration and Contact Delivery/Program Management but wanted to hear thoughts.
Quality Manual Help for Service Sector/Service Organization (Government Contractor/IT Services)
- Thread starter LLPuckett
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Randy
Super Moderator
Did federal contracting (service as well) for about 20 years or so, just make sure you identify what your real product is, in this case it's the delivery of the service itself. Now depending on whether it's fixed price, cost +, cost + award fee, or something else your metrics will vary.
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LLP,
Your service probably has something like the following core process “from customer needs to cash in the bank”:
1. Determine customer needs and objectives (and seek customer approval).
2. Specify the service accordingly (including deliverables and the means to validate the design [for customer approval]).
3. Determine the resources, responsibilities, action, schedule and price of fulfilling the service spec.
4. Authorize the project with its milestones and payment schedule.
5. Fulfill the specification (including its progress reviews).
6. Make any necessary changes and obtain necessary approvals.
7. Invoice and obtain prompt payment.
8. Finalize the project and obtain review outcomes/customer feedback.
9. Obtain final payment and offer further services if needed.
Work with your team to reflect what actually is done (please do not impose this list on your team).
Please report back here with your description of the actual core or realization process..
Best wishes,
John
Thank you both John & Randy. In talking to a few quality professionals within other GovCon companies (although much larger) they included in their core process the Capture/proposal process (IE gathering customer requirements), procurement process and then Contract administrative and actual program management/contract delivery -- as John described) and then, of course, had support processes which included HR/Resources Management but you both seem to be only honing in on the actual service/contract delivery. We are looking to certify at the company/corporate level which is why I've been looking at a more macro view vs specific contracts/projects but wanted to see your thoughts on this approach vs what you both described.
LLP,
Yes, I focused on your core process because you asked for our ideas on your “service realization” process.
Naturally, the rest of your system’s processes are essential too.
With your colleagues you should be able to determine the processes that support and improve your organization’s core process.
These probably include such processes as:
Recruiting and training for competence
Purchasing goods and services
Maintaining facilities and equipment
Investing in improvement
Removing the root causes of nonconformity
Auditing for conformity and effectiveness
…you get the idea.
Again, focus on what actually happens and try not to impose this list (or the standard) on your colleagues.
Best wishes,
John
Yes, I focused on your core process because you asked for our ideas on your “service realization” process.
Naturally, the rest of your system’s processes are essential too.
With your colleagues you should be able to determine the processes that support and improve your organization’s core process.
These probably include such processes as:
Recruiting and training for competence
Purchasing goods and services
Maintaining facilities and equipment
Investing in improvement
Removing the root causes of nonconformity
Auditing for conformity and effectiveness
…you get the idea.
Again, focus on what actually happens and try not to impose this list (or the standard) on your colleagues.
Best wishes,
John
Randy
Super Moderator
Look at it this way, your "Product" is the delivery of the contract instrument itself, everything within it are items, components, pieces & parts that lend themselves to the "whole". Went through this exact thing for certification to the old ISO 9002 about 25 years ago on a $250+ Million Army contract (cost + award fee). We initially identified the wrong "product" and blew it out our collective *ss.
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