Starting a Quality Department from Scratch and Implementing ISO 9001

[pthareja]

If you are the one given the potentially poison chalice of writing up a QMS from scratch without help then how likely is it you are going to convert the top managers to a good quality way of thinking? Especially if they were arguing against the need for certification in the first place.

Sky is the limit for QMS
But, the path is straight for right quest!

May be there are obstacles in the way,
some clouds in the middle, destined to sway!

Why get deterred with the dark clouds ,
because some good ones can still connect well
towards the distant objective, in large 'clouds'
And your initiatives will, some day swell,
very well!

 

[John Broomfield]

Good evening and thanks for the replies so far.

ISO was not the choice of the management of our department, it was demanded from the Head Office. By starting a new department, they thought they could make this easier, and yes, their idea is just to get the certificate and that's it. I know that's not the way to start, but I have to take it as it goes.
I wasn't too happy when I got this assignement, but now (2 weeks later), I'm getting more interested. And at the end of the day, I have to make this a succes, with or without the management.

Control666,

Welcome to the Cove and we wish you every success with turning an edict from head office into an effective management system.

Keep us posted on progress and problems.

We are here to share your successes and discuss your problems.

John

 

[Sidney Vianna]

I have to make this a succes, with or without the management.

Sorry, but you are in an untenable situation. Even if you manage to lead this small organization thru certification, the QMS certificate won't help you, if the service performance is subpar. In my experience, customers tend to start requiring QMS certificates from suppliers with quality problems. Customers tend to think that ISO 9001 certification will lead to supplier performance improvement, but, and unfortunately, certification does not necessarily lead to improvement.

If "management" is not interested in developing, involving itself and supporting a quality MANAGEMENT system, you are destined to fail; even if you "succeed". In my opinion, if you can not manage to have them engaged in the process of putting the system in place, you have to realize that you will become the "system". Be prepared to deal with the consequences of that. Such as, if there is a major quality problem, guess who the managers will sacrifice in the altar of Joblessness to appease a disgruntled customer?

 

[Controls666]

Good morning,

Yes Sidney, I understand that, but what do you think what will happen if a say "No"to the management and tell them that they can do it themselves. I guess I would see that altar also.
At least now I have the possibility to turn them around. Anyway, as stated in an earlier post, the 2 managers who are against it, are hired. The third one (he's also the Financial Controller) already agreed via mail his support (which gives my a bit more chips in my stack).

 

[John Broomfield]

Good morning,

Yes Sidney, I understand that, but what do you think what will happen if a say "No"to the management and tell them that they can do it themselves. I guess I would see that altar also.
At least now I have the possibility to turn them around. Anyway, as stated in an earlier post, the 2 managers who are against it, are hired. The third one (he's also the Financial Controller) already agreed via mail his support (which gives my a bit more chips in my stack).

Control666,

No one is saying "say no to management and do it yourselves".

Your new role is to engage them in the development, use and improvement of their management system.

For this it is best to start with the system as it is rather than "writing a QMS" around ISO 9001.

John

 

[Controls666]

Well, a new development has occured. As I explained (to the management)that it was impossible to start a ISO procedure without the full co-operation of the management, by using this thread and the help of a certification expert ( I recently obtained VCA* for the company, Safety Certificate, by him), some doors suddenly opened. Myself and 1 hired manager will go on a introduction course ISO 9001, followed by another course of Internal Auditor. Both will be given in December, but untill then, I can hire a consultancy bureau and have the opportunity to consult our (also hired)IT guys.
Don't know what just exactly happened, but at least we're going forward (Well, at least I hope so)

 

[TPMB4]

It sounds like it is getting interesting. Please keep us informed, I for one am interested in your progress and developments. If that is not being too nosey of course.

It sounds like you are getting the top management on board and the help/input you need. Or at least some of it but that is a start.

 

[smryan]

Control666, you are definitely in the right place for help and guidance. I too am not from a Q background but am now the ISO Queen in our small (approx 50 employee total) company. The wealth of knowledge & experience here is invaluable!

I totally agree with JRB (you HAVE a system, start there) - but would break it down a small bit further.

1) Get a copy of the standard to which you wish to become certified.
2) Skim through it the first time noting all the overlap & redundancy. Realize that you do not have to have a document or separate process for every bullet in there. There are actually only a few "Thou shall have a document" requirements in there. Often a single documented process will apply to several sections.
3) Read through it a second time thinking about which processes you already have that are meeting each of the requirements. You'll probably spot some weaknesses too.

4) my personal process - take it or leave it - take the electronic format of your purchased ISO pdf, copy & paste it into a Word document. Turn it into a table. Add a column to the right. Start filling in on the right what documents or processes you have that meet the requirement on the left. Good way to spot the gaps and make sure those that need to get filled in do.

Best of luck!!

 

[Controls666]

Being nosey has nothing to do with it. For what I know, most of these type of situations (intern politics) happen in each organisation, big or small. For what I can tell, someone pulled some strings at the Head Office. In my opinion, that's not the way to do it, but if it means progress for this particular task, I take everything.
Something I didn't mentioned before, I'm on holiday upcoming Saturday for 2 weeks and when i come back, there's a meeting here with all the Area Managers & Board of Directors. And I maybe mentioned during the meeting few hours ago, that we would look not so good if we had nothing to show for, if this subject was brought up...

 

[Gmzita]

Controls666 -

I bought a book on ASQ's website that I have been reading to try and help steer me in a new QA initiative at my job -

"The Change Agent's Handbook - a survival guide for Quality Improvement Champions" by David Hutton.

I am about 1/2 way through and have several pages of notes to help me with initial proposals and how to start.

It may help!