Implementation of ISO 9001 in Government...
Transcript of Implementation of ISO 9001 in Government...
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Avik Mitra, Advisor,
National Board for Quality Promotion
Quality Council of India
Implementation of ISO 9001
in Government Departments
Lessons from International Experience
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What are the current public service
issues?
• Need for close co-ordination both within and between departments essential to deliver integrated services
• Need for efficiencies and value for money
• Need for clear focus on, and measurement of, outputs and outcomes rather than inputs
• Pressure on government finances making prioritisation and planning essential
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About ISO 9001 – The International
Standard for Quality Management
• It is the most successful international
management standard ever developed
• Used by enterprises in the private, public
and government sectors • 175 Counties
• Almost = 10,00,000 certifications
• Has stood the test of time
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Why major corporations use ISO 9001?
Provides management control of diverse operations – they can measure frontline delivery of service – this is vital
• Allows organisational objectives to be rolled out to operational levels
• Provides better information flow and visibility for management
• Integrates processes to achieve better service delivery and customer satisfaction
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ISO 9001 can help Government for the
same reason it helps large corporations
Provides management control of diverse operations – can measure frontline delivery of service
• Allows objectives to be rolled out to front line units with clear and transparent measures
• Provides better information flow and visibility for management
• Integrates processes to achieve better service delivery and customer satisfaction
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8 Management Principles are central
to ISO 9001
• Customer focus
• Leadership
• Involvement of people
• Process approach
• System approach to management
• Continual improvement
• Factual approach to decision making
• Mutually beneficial supplier relationships
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The standard uses the Process Approach
Model
Customers
Customers
Value-adding activities Information flow
Satisfaction Resource
Management
Measurement
Analysis and
Improvement Requirements
Management
Responsibility
Service
Realization Inputs Outputs
Continual improvement of the
management system
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Specific beneficial outputs ISO 9001 can
deliver in the Public Service
• Greater emphasis on leadership, communications and change management
• Improved efficiency and service quality
• Continual improvement and customer focus
• Promotion and standardisation of good working practices with control of key processes
• Aid to staff mobility through defined and documented operating procedures
• A planning and review process which ensures the system remains effective and capable of identifying improvement opportunities
• Effective management of risk and reduction of crisis management
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Learning from Public Service
Organisations already using ISO 9001
• Generally ISO 9001 was applied to specific section within these bodies.
• Maximum benefit is derived when it is deployed throughout the entire organisation
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ISO 9000 is being used by Governments
in many other Countries
– Interior, Town and Country Planning
– National and Higher Education and Research
– Transport, Tourism and the Sea
– Justice
– Agriculture and Fishing
– Youth, Sport and Community Life
– Defence
• France
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Other examples of ISO 9000 applied to
Government functions internationally
• USA
• Canada/Australia/NZ/Italy
Developing countries see ISO 9001 as a way of rapidly improving Public Service performance
• Malaysia - ISO 9000 across the board in its entire public administration.
• Mexico - 97% public institutions registered
• Argentina - Municipalities, Judiciary, Social Security
• Egypt, Indonesia, UAE, Kenya and others are encouraging implementation of ISO 9001 by Public bodies
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Key lessons from experience of
implementation of ISO 9001 in public services:
• Full backing of senior management crucial.
• Full benefits achieved when implemented across all sections of a department.
• Existing performance improvement initiatives in government departments can be integrated.
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Summary and Conclusions
• ISO 9001 is a proven performance management tool
• It can help address current Public Service issues
• Benefits of adoption by the Public Service has been demonstrated Internationally