ISO 9001

ISO 9001

ISO 9001 is the gold standard for Quality Management Systems. ISO 9001 could easily and appropriately be renamed Advanced Management System because the system is so flexible and beneficial for any type or size business.

ISO 14001

ISO 14001

ISO 14001 is the green standard for Environmental Management Systems, which build company and community awareness of your concerns about the environment.

ISO 18001

ISO 18001

ISO 18001 is the safety standard for Occupational Safety and Health Administration Systems.

ISO / BS 25999

ISO / BS 25999

ISO / BS 25999 is the solid foundation for building business continuity and disaster prepardness for business and other entities.

ISO 27001

ISO 27001

ISO 27001 is the essential security model for implementing Information Security Management Systems.

ISO 13485

ISO 13485

ISO 13485 is the ultimate and sometime mandatory quality management system for manufacturers and distributors of medical devices.

AS9100

AS9100

AS9100, now in Revision C, is a widely adopted and standardized quality management system for the aerospace industry.

ISO 17025

ISO 17025

ISO 17025 is a widely adopted and standardized quality management system for the laboratory industry.

ISO 29001 is a widely adopted and standardized quality management system for the petro-chemical industry.

IATF 16949

IATF 16949

IATF 16949 is a widely adopted and standardized quality management system for the automotive industry.

PAS 999 is a widely adopted and standardized quality management, occupational safety, and environmental management system for businesses of many industries.

The Technical Specification, TS 16949, was written to the ISO 9001:2008 Standard by the international Automotive Task Force (IATF). IATF is an international group of vehicle manufacturers supported by BMW, Daimler-Chrysler, Ford, General Motors and Peugeot-Citroen amongst others.

ISO 50001 Energy Management System

ISO 50001 Energy Management System

This International Standard is applicable irrespective of the types of energy used, business type or country of origin.

 

Who Needs to Adopt Quality Management Systems Based Upon ISO Standards?

The simple answer is most everyone.

ISO Standards and certifications are very sound management systems recognized worldwide for giving a business the competitive edge, client confidence and market place leverage.

  • All whom are concerned about providing excellent Customer Satisfaction for a product or service.
  • All whom are concerned about improving quality of a product or service.
  • All whom are concerned about reducing the cost and waste of providing a product or service.
  • All whom are concerned about the environment and the carbon footprint of providing a product or service.
  • All whom are concerned about the occupational health and safety of their citizenry in providing a product or service.
  • All whom are concerned about business continuity in the event of an emergency or disaster.
  • All whom are concerned about the security of intellectual property, proprietary trade secrets and privacy of its customers.

How do you Plan, Schedule and Record Training Effectiveness

We all know the importance of planning, scheduling and executing an effective personnel training program for the continual improvement of quality and customer satisfaction. When discussing this topic of planning, scheduling and executing training, often times the question comes up, “how do you track personnel training and its effectiveness?”

The answers are various and many, which includes the use of spreadsheets, paper forms, calendars and databases. The question and the answers prompted me to explore an effective and efficient semi-automated solution.

Therefore, inside QMSCAPA I have published an example of how one can setup and manage a plan and schedule for personnel training, which includes a method of recording the training results and effectiveness.

I view training as “three dimensional”, which involves:

  • People to be trained;
  • Training Programs or Courses;
  • A schedule of Training Programs or Courses and the enrolled students.

Therefore, in order to construct an easy to use and effective training module inside QMSCAPA I created the following relational databases:

  • A list of personnel and instructors;
  • A list of training places;
  • A list of Training Programs, which includes a list of elements of the course;
  • A list Training Programs that are planned, which includes a list of personnel that are enrolled.

These interrelated databases allow me to report:

  • A detailed list of Training Programs and elements;
  • A detailed list of Training that is planned, scheduled and completed;
  • A detailed list of Personnel that are enrolled into Training Programs and the results the training.

To see this software module in action, download QMSCAPA from ABCI-Software.

The hyperlink is http://qmscapa.abci-software.com, look for the Download QMSCAPA Software menu option on the left-side.

Of course, your questions and feed-back are always welcomed!

Jack Bogle, Managing Partner

Access Business Communications, Inc.
International Management Systems
16835-236 Algonquin Street
Huntington Beach, CA 92649
+1 800 644 2056

Customer Satisfaction Survey

We are all familiar with Clause and Paragrah 

7.2.3 Customer Communication
Identify and establish methods for communication with customers relating to:
Product information
Inquiries, contracts or order handling including amendments
Customer feedback, including complaints

The organization must determine what processes are in place to communicate with clients.

Examples:
How does sales get information on customer requirements?
How are changes communicated to clients?
What system(s) are used for client satisfaction and dissatisfaction data collection?

Survey Example

In the example below, 10 questions with answers on a scale of 1 to 10 rating are used to provide a broad range of customer satisfaction related topics. A scale of 1 to 10 is preferred on a scale of 1 to 5 or something less than 10 because a customer may wish to rate their impression slightly less than can be expected. Therefore, a rating of 9 out of 10 bodes well over a rating  of 4 out 5; (i.e., an A- vs. a B-).

We would like to know what you think of our products and services. Please complete this short survey to provide us with feedback. Using a scale of 1 through 10; a 1 would indicate that you are very dissatisfied with the work product, a 5 would indicate indifference and a 10 would indicate that you are very satisfied.

Q#

Component Rating Key: 1 = Very Dissatisfied – 5 = Neutral – 10 = Very Satisfied Rating

Œ1

Rate your experience with our Sales personnel. Were our personnel prompt, professional, and courteous?

Rate your impression >

2

Rate your experience with the receipt of your order. Was your order correct as ordered?

Rate your impression >

!Rate your experience with on-time delivery. Did you receive the product on-time as expected?

Rate your impression >

Rate your impression of the quality of the product ordered.

Rate your impression >

Rate your impression of the value received for the product ordered.

Rate your impression >

Rate your experience with our packaging and intact delivery condition.

Rate your impression >

Rate your experience our product documents. We upload and publish all product documentation to our web site

http://www.abci-consultants.com, navigate to the ‘download’ option.

Rate your impression >

Rate the experience with our Customer Service representatives. Were our personnel prompt, professional, and courteous?

Rate your impression >

Rate your experience with the ease of installation, use and serviceability of our products.

Rate your impression >

10•

Rate your over-all experience with doing business with us. Would you recommend us to others for the products and experience that you have received?

Rate your impression >

QUESTIONNAIRE TOTAL RATING:

Comments:
 
 
 

Please forward the completed survey to: Jack T. Bogle, Manager of Quality Systems

Access Business Communications, Inc.

16835-236 Algonquin Street

Huntington Beach, CA 92649

Phone:

Fax:

Email:

800-644-2056

714-442-9994

jacktbogle> @ <abci-consultants.com

 Download the Customer Satisfaction Survey template (Word) and calculator log (Excel).

On-time Delivery Calculator

On-time delivery is an important metric, which must be included in a Quality Management System to be effective. Measuring and monitoring on-time delivery is an important quality metric of all ISO 9001:2008 base Quality Management Systems, and required for AS9100, TL9000 and TS16949.

I have created a simple EXCEL sheet for measuring and monitoring on-time delivery.

In this simple example workbook the first worksheet is setup to be the Dash Board, which shows the key elements needed to derive the On-Time Delivery % from each annual shipping log (i.e. 2012 Log worksheet table that appears at the bottom of the workbook.

The worksheet protection password is ‘abci.’

Dash Board characteristics

  • Row 1 contains the metrics and the column labels. Updating this row will also update the column labels on each annual log.
  • Row 3 is a summary average of all years.
  • Column B shows the total active shipments.
  • Column N is the cumulative number of late days.
  • Column O shows the number of late shipments.
  • Column P shows the On-Time Delivery %.

Annual / Year Log characteristics

  • The metrics on Row 1 are derived from the Dash Board.
  • Row 3 contains protect cells for the total shipment count (A3), # late days (M3), Late Shipments (N3) and On-Time % (O3).
  • Column A must have a 1 to activate the record and count the total orders.
  • Column B is the person that sold or negotiated the ship by date, which should be determined based upon your customers ‘need by date.’
  • Column C is the ‘Ship by Date’ that is compared to the ‘Shipped Date’ in Column L.
  • Column D customer name or customer reference number.
  • Column E is the order #.
  • Column G is used as a divider between Sales & Shipping.
  • Column H is for Id for the packer.
  • Column I is the Packing Date.
  • Column J is the Invoice #.
  • Column K is the Shipped By or person shipping.
  • Column L is the Carrier Id.
  • Column M is the ‘Shipped Date’. If the Ship By Date is equal to the Shipped Date, then your shipment to your customer should be theoretically ‘on-time’.
  • Column M counts the number of late days.
  • Column N counts the number of late shipped orders.
  • Column O, Row 3 displays the ‘On-Time %’.

We hope you enjoy our Quality On-time Delivery Calculator. If you have an improvement, please share your version with us.

Thank you,

Jack Bogle, President
Access Business Communications, Inc.
International Management Systems
16835-236 Algonquin Street
Huntington Beach, CA 92649
 
abci-consultants.com
abci-software.com
(800) 644-2056
 
Click here to join our Quality Managers Group and download our resources.

 

 

Quality Metrics Calculator

Measuring and monitoring quality and production is an important part of continual improvement.

To aid new QMS implementations I have developed a simple quality metrics calculator (QMC) (EXCEL Workbook), which provides data entry for 6 different product groups and/locations. The Metrics may be user defined. The QMC contains a dash board, which is designed to show all 6 groups summarized with year-to-date totals and percentages.

Instructions for users:

Read the directions all the way through to the end where the Zip file can be downloaded.

1) Unprotect each worksheet (see the Excel Review Tab).

2) The unprotect password = ‘abci’ (without the single quotes) for all worksheets.

3) We recommend that you leave the ‘Quality Dashboard’ protected unless you are adding a new Product Log.

4) The Product Worksheets are protected with exceptions of the data entry cells.

5) Each Product Worksheet is setup for 365 data entries or daily entries. However, you do not need to enter data every day.

6) Each Product Worksheet keeps a running total balance, which is summarized on the Quality Dash Board.

7) The Dash Board records grand totals for the year.

8) The Metric Headings may be edited or changed for all products by editing row 6 on the Dash Board.

The current version is FREE, click here to join our Quality Managers Group and download our resources.

We hope you enjoy our Quality Calculator. If you have an improvement, please share your version with us.

Thank you,

Jack T. Bogle, President
Access Business Communications, Inc.
International Management Systems
16835-236 Algonquin Street
Huntington Beach, CA 92649 USA

(800) 644-2056

Additional Resources

Click here to join our Quality Managers Group and download our resources.

 

 

Does ISO 27001, the Information Security Management System, require unique CAPA procedures?

Generally, can CAPA procedures developed for ISO 9001, 13485, 14001, 18001, 20000 and/or AS9100 be used for ISO 27001, the Information Security Management System (ISMS)?

The 27001 standards appear to have many unique characteristics and requirements. Document Control, management responsibilities and internal auditing seem to be similar to other Quality Management System (QMS) requirements. It appears that a CAPA procedure for 27001 will still need:

  • Originator, origination date, issue or problem, immediate action, due date;
  • Assigned for remedy, date of action, root cause, status;
  • Completed by, date of completion, next step’
  • Verified by, date of verification, effective (yes/no), proof, next step;
  • Management review by, date reviewed, comments for continual improvement.

What else is required for an effective QMS or ISMA CAPA procedure?

General US Legal & Regulatory Requirement Considerations for ISO 14001:

  • Clean Air Act (CAA) [40 CFR Parts 50-99] Establishes ambient and source emission standards and permit requirements for conventional and hazardous air pollutants.
  • Clean Water Act (CWA) [40 CFR Parts 100-145, 220-232, 410-471] Establishes ambient and point source effluent standards and permit requirements for water pollutants, including sources that discharge directly to a waterbody or to a public sewer system.
  • Federal Insecticide, Fungicide and Rodenticide Act (FIFRA) [40 CFR Parts 150-189] Establishes a program for Federal review of, registration and control of pesticides.
  • Resource Conservation and Recovery Act (RCRA) [40 CFR Parts 240-299] Establishes regulations and permit requirements for hazardous waste management.  Also, creates standards for underground storage tanks that hold oil or hazardous substances.
  • Toxic Substances Control Act (TSCA) [40 CFR Parts 700-799] Regulates the use, development, manufacture, distribution and disposal of chemicals.  Certain chemicals (such as PCB’s) are subject to specific management standards. Comprehensive Environmental Response, Compensation and Liability Act (CERCLA, also known as “Superfund”)
  • [40 CFR Parts 300-311] Establishes a program for cleaning up contaminated waste sites and establishes liability for clean-up costs.  Also, provides reporting requirements for releases of hazardous substances
  • Emergency Planning and Community Right-To-Know Act (EPCRA) [40 CFR Parts 350-374] Establishes a program (also known as the “Toxic Release Inventory”) to inform the public about releases of hazardous and toxic chemicals.  Reporting requirements apply to companies that use, process or store specific chemicals over specified quantities.
  • Hazardous Materials Transportation Act (HMTA)  [49 CFR Parts 100-180] Establishes standards for the safe transportation of hazardous materials.

What would you add or delete to this ‘general list’ for an environmentally low impact business/organization in California?

How do you measure customer satisfaction & quality?

I have created a Windows software application, which I have named QMSCAPA, for internal auditing, corrective action requests, preventive action requests and other quality management system elements.

My objectives are to provide a low cost ISO software tool that is very robust, multi-user, easy to use and very easy to adapt for many types of businesses.

From a software point of view, I have learned that measuring quality and customer satisfaction can be infinite. How many times have you heard, “an X bar R chart can be used to measure anything”?

Of course, well written customer surveys can be an effective tool for collecting customer satisfaction feed-back and the summary of data can be very straight forward. Therefore, I have designed the QMSCAPA Customer Survey module to include:

  • A database for client or customer data;
  • A methodology to print or email surveys to individual client or customers’;
  • User customizable survey forms;
  • One to a hundred survey questions that can be user defined;
  • Survey answers may scored on a scale of 1 to 10, or 1 to 100;
  • A data collection and input program to record survey results;
  • A variety of survey reports for results.

How do you survey and collect customer satisfaction information?

My next challenge is to incorporate a generic tool to identify quality metrics for many types of measurements, products and services, like:

  • Quantity of achievements vs. quantity of failures;
  • Due dates vs. actual dates;
  • Variable A vs. Variable B;
  • Other generic variables, etc.

How do you measure quality?

What tools do you use to record quality related data?

 

New Members

 QMSCAPA software  ISO Registrar  ISO 9001 Consultants
 ISO 27001 Consultants  ISO 14001 Consultants  ISO 13485 Consultants

QMSCAPA software updated

ABCI’s QMSCAPA software has posted an update.

QMSCAPA™ is quality management software designed by a user group of quality professionals, including assessors, auditors, consultants and quality managers for quality management systems. If you have an idea or new feature that you would like to see in QMSCAPA please join our user group by completing our web form.

For more information visit http://qmscapa.abci-software.com

 

World Standards Day

World Standards Day is celebrated each year on 14 October to
pay tribute to the efforts of thousands of experts worldwide who collaborate
within IEC, ISO and ITU to develop voluntary International Standards that
facilitate trade, spread knowledge and disseminate technological advances.

What do you have planned for World Standards Day?