What is ISO?
ISO (International Organization for Standardization) is a network of institutions in 161 countries that seek to establish standards for quality and requirements of materials, products, processes, the organisation of information and management systems, with the idea that any organisation can conduct business with any other in a global market.
An ISO certification ensures that a management system includes all the requirements in processes and information organisation.
What is ISO 9001?
ISO 9001, a standard in the ISO 9000 family, is the internationally recognised standard for the quality management of businesses.
- Applies to the process that create and control the products and services an organisation supplies
- Prescribes systematic control of activities to ensure that the needs and expectations of customers are met
- Is designed and intended to apply to virtually any product or service made by any process anywhere in the world.
Some of the requirements in ISO 9001include;
- A set of procedures that cover all key processes in the business.
- Monitoring processes to ensure they are effective.
- Keeping adequate records.
- Checking output for defects, with appropriate and corrective action where necessary.
- Regularly reviewing individual processes and the quality system itself for effectiveness.
Core Principles of ISO 9001:2008
- Customer focus
- Involvement of people
- Process approach
- System approach to management
- Continual improvement
- Factual approach
- Mutually beneficial supplier relationships
Benefits of ISO 9001
- The development of definable roles and responsibilities for workers, accountability for management, training procedures and well defined picture of an employee’s impact on the organisation.
- Decrease in production errors by streamlining processes and documenting all changes to and occurrences within the said production process. ISO 9001 requires traceable records of all sorts of actions, which aims to increase employee liability and therefore minimize negative changes to the process which could result in production errors.
As you implement the system, you have the opportunity to improve your processes. You will outline the current process, and the requirements of the standard, and then optimize the process with input from the process users.
- Improved supplier and customer relations owing to the standard’s documentation requirement of tracking flaws in the process which would determine whether a raw material or a production process was at fault for a mistake. Documentation requirements also account for where every input of the process is sourced.
- Better management control.
- Guaranteed less wasted time, materials, and efforts.
- Increase in on-time deliveries.
- Improved quality awareness. As the system is implemented, quality awareness will increase because all staff must be trained on ISO 9001 and in the processes as they are implemented. Staff will have "ownership" of processes they are involved in developing and improving.
- Cost savings made through improved efficiency and productivity, as product deficiencies will be highlighted.
- Implementation of statutory and regulatory requirements related to product/services.
- Satisfaction of customers.
- Improve employee motivation, awareness, and morale.
- Continual improvement. The quality system has built-in systems to report on key quality indicators:
These built-in systems also contribute to continual improvement by significantly reducing the reoccurrence of problems. Corrective actions issued must be addressed, the root cause determined, and action taken to prevent reoccurrence. Follow-up will make sure the action was effective.
Internal audits will evaluate the effectiveness of the system, and identify opportunities for improvements. Nonconformities must be addressed. Internal auditors are also able to make observations and suggestions.
Management review is a chance for management to evaluate the performance of the quality system. Information is provided from corrective actions, internal audits, purchasing information and client complaints.
The operation will run more smoothly, with fewer crisis and "fires". The quality system promotes consistency in how work is done and recorded. It helps employees learn more easily and quickly what should be done. It reduces misunderstandings with customers.
When a problem occurs, it is corrected at the root cause. It does not have to be "fixed" again next week by someone else, and next month by another person.
There is a strong quality culture. Internal audits, corrective action and training result in "top of mind" awareness of the system. Increased confidence in workmanship results in a more confident staff. Systems in place allow staff to address problems. Staff recognizes problems as systems or process issues. Problems are solved, not blamed on anyone.
http://www.questanalytical.com/QMS/benefits_of_ISO_9000.htm, 30th October, 2008.
http://en.wikipedia.org/wiki/ISO_9000”, 29th October, 2008.
http://www.ehow.com/list_684539_benefits-ISO9001_html. December 7th, 2010
Reasons for implementing ISO 9001 Certification at GGMC
A vital aspect of the management of our Mineral Resources is the management of exploration and mining properties in the six Mining Districts of Guyana. With a view of achieving a high level of efficiency while providing an excellent service to the satisfaction of our customers, who are mainly the mining community and stakeholders, GGMC has embarked on a programme, now far advanced to attain certification in ISO 9001:2008 Quality Management Systems, for our key processes for issuing Prospecting and Mining Permits and Licences, Quarry Licences and Permission for Geological and Geophysical Surveys. These processes cover Medium and Large Scale Mineral properties.
- Internal quality benefits to GGMC.
- Improved customer satisfaction
- Improved productivity
- More permits and licences issued
- Continual improvements by progressively reducing the time for processing and issuance of Permits and Licences
- Increased on-time delivery of permits/licenses
- Improved cost of quality(i.e. greater cost effectiveness) through:
- Reduction of internal and external failures that lead to repetition of activities, errors and intermediate process reviews; and
- Increased preventive measures with emphasis on staff training and exposure
What’s in it for the Staff?
When the ISO 9001:2000 system is in place, they will have:
- A better understanding of what to do and how to do it.
- The ability to assure that work meets requirements.
- The ability to adjust processes when results are not meeting requirements.
- A means to get help in solving problems.
- Increased opportunities to communicate problems in a non-threatening manner by focusing on process issues.
- An environment where staff are not blamed for issues that can only be resolved by managers.
- Staff will be motivated since their role and responsibilities are defined.
GGMC’s Vision Statement:
Unlocking the mineral and petroleum wealth of Guyana
By ourselves, and in partnership with others, finding, inventorying and producing minerals, mineral commodities and petroleum in accordance with acceptable international standards, for the earning of revenue and other benefits for the citizens of Guyana.
GGMC’s Core Values:
- Passion for success
- Client satisfaction
- Efficiency and Effectiveness
- Hard Work
- Respect for Human Rights
- Health and Safety and Environmental Soundness
- Do not repeat mistakes
Improvement Goals and Objectives:
- Drive internal and external customer satisfaction
- Improve quality of service
- Generate impressive financial feedback
- Minimize waste
- Reduce the cost of complexity
- Cycle time reduction
- Reduce defects as seen by the customer.
Quality Policy Statement
Complete Customer Satisfaction, Continual Process Improvement and a Commitment to Continually improving the Effectiveness of the Quality Management System.
Quality Management System: To establish policy and objectives, and to achieve those objectives, while directing and controlling a group of people and facilities with an arrangement of responsibilities, authorities, and relationships with regard to the degree to which a set of inherent characteristics fulfill the need or expectations that are stated, generally implied, or obligatory.
Process Quality Objectives:
- Reduced cycle time
- Reduced errors by 50%
- Improved customer satisfaction.
GGMC depends on its customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
GGMC’s Customer Satisfaction Statement
Customer Satisfaction is the fulfilment of a customer’s legitimate needs, requirements and expectations as evidenced by goodwill, positive feedback from the customer and continual improvement in customer relations.
In this regard, the GGMC is committed to customer satisfaction which will be achieved as staff exhibit courtesy, reliability, efficiency and helpfulness. Furthermore, GGMC is committed to provide an affordable, transparent service of the highest quality in a favourable business environment which adequately addresses the legitimate needs of the customer.
Consequently, the customer will experience benefits such as reduced waiting time, strict confidentiality, improved customer relations reducing the need for customer complaints, and the assurance and confidence that the service at GGMC is hassle free and the best that can be offered.
Involvement of Staff
- Staff at all levels is the essence of GGMC and their full involvement enables their abilities to be used for GGMC’s benefit.
- Staff performing work affecting service quality must be competent.
- Competence is based on appropriate education, training, skills, and experience.
Training is a continuing and dynamic commission’s activity. The quality objectives are met through constant reinforcement of the principles contained in the commission’s quality manuals. An essential element of quality training is the ability to track the level and frequency of the training of all employees. The commission also recognizes that experience may replace formal qualifications in many instances within the specifications requirements of the job.
The purpose of this procedure is to ensure that personnel performing work affecting service quality will be competent on the basis of appropriate education, training, skills and experience.
This procedure applies to the induction of new employees and to the continuing education and training needs of the commission’s employees that affect the quality objectives.
Continual improvement of GGMC’s overall performance is a permanent objective of the Commission.
Improvement of system effectiveness is accomplished by improving the processes of the system.
Expectations of Staff
Quality performance is considered a personal responsibility of all employees. To maintain quality performance at the highest level, all staff are expected to:
- Fulfill or exceed customer needs and expectations by delivering quality service in a consistent and timely manner;
- Cultivate and maintain the commitment to continual improvement and communicate our goals and objectives to every employee;
- Promote a working environment where training and tools are provided for all work to proceed in a safe and efficient fashion;
- Furnish a system of policies which are periodically reviewed to ensure the ability of all groups to perform their work effectively.
Each employee is expected to perform his or her tasks the first time in accordance with service procedures or other requirements. The name GGMC must represent quality to our employees and to all of our stakeholders.
Quality is everyone’s business.