Quality Management System Facilities Management Quality Management System Overview Argenis Osorio – Manger, Quality Assurance 08 November 2013

Quality Management System Overview What is Quality & Quality Management according to International Organization for Standardization (ISO)? Quality is defined as the “Degree to which a set of inherent characteristics fulfills requirements”. Clause 3.1.1 ISO 9000:2005 standard Quality Management is defined as “coordinated activities to direct and control an organization with regard to quality”. Clause 3.2.3 ISO 9000:2005 standard 2

Quality Management System Overview What is ISO? It is the International Organization for Standardization based in Geneva, Switzerland. It was founded in 1947, and since then has been developing international standards for both manufacturing and service industries. It is rapidly becoming the most recognizaed quality standard in the world. What is ISO 9001:2008? It is the only standard in the series of the ISO 9000 that specifies the requirements of a quality management system. The requirements of ISO 9001:2008 do not tell you “how” to run your business …. That is up to you…. The requirements describe “what” needs to be achieved. Note: ISO 9000 series is a generic, internationally recognized standard for quality management. 3

Quality Management System Overview What is Quality Management System? It is the organization structure, responsibilities, procedures and resources for ensuring the quality of a product or service. To develop and implement an effective QMS we need to: Determine needs and expectations of customers Establish Quality Policy and Objectives Determine necessary processes and responsibilities Provide resources to attain quality objectives Establish methods for process measurement Determine process efficiency and effectiveness Determine means to prevent non-conformities Evaluate processes for continual improvement of the system 4

Quality Management System Overview Benefits of an Effective Quality Management System (QMS): Improves: Efficiency and productivity Process consistency and stability Supplier performance Communications and support Morale and commitment Customer confidence and satisfaction Conformity to quality requirements Increases: Profitability Competitive edge and market recognition Reduces variation, waste and defects Facilitates continual improvement Makes financial sense 5

Quality Management System Overview Benefits of an Effective Quality Management System (QMS) continue: To employees: Improve communication and consistency among our departments/locations Document and share employee’s knowledge Improve understanding of internal business processes Training staff is straight forward Easier to delegate Increase productivity To customers: Detection of a problem before it reaches the customer Determine the extent to which a problem exists Ensure that we are able to fulfill customer requirements We have a corrective and preventive action process in place that documents problems or potential problems that may affect customers 6

Quality Management System Overview Eight Quality Management Principles: ISO introduces the eight quality management principles on which the Quality Management System (QMS) standards of the of the ISO 9001:2008 are based: Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationship 7

Quality Management System Overview ISO 9001:2008 Eight Clauses for Requirements: Three General/informative clauses: Scope Normative References Terms and definitions Five major clauses for requirements are: Quality Management System Management Responsibility Resource Management Product Realization Measurement, Analysis and Improvement 8

Quality Management System Overview Six Required Procedures: ISO 9001:2008 calls for six mandatory documented procedures as follow: Control of Documents (QA-PRO-0002) – Clause 4.2.3, Control of Records (QA-PRO-0002) – Clause 4.2.4, Internal Audit (QA-PRO-0003) – Clause 8.2.2, Control of Non-conforming Product/Service (QA-PRO-0005) – Clause 8.3, Corrective Action (QA-PRO-0004) – Clause 8.5.2, and Preventive Action (QA-PRO-0004) – Clause 8.5.3. 9

Quality Management System Overview 10

Quality Management System Overview How we document our Quality Management System? FM has a documented QMS with a four tier document tree (QA-PRO-0002): 11

Quality Management System Overview The document’s approval matrix is as follow (QA-PRO-0002): Document Type Process Owner Manager, Quality Assurance EH&S Consultant Area Manager Area Directors FMD & FM VPs Tier 1 initial release Develop Yes   Review Tier 1 revision Tire 2 initial release Tire 2 revision Tire 3 initial release Tire 3 revision Tire 4 initial release Tire 4 revision 12

Quality Management System Overview Facilities Management’s Quality Policy – Clause 5.3: 13

Quality Management System Overview The Quality Manual (QA-PRO-0001) – Clause 4.2.2: The Quality Manual is the first step in building a Quality System. The Quality Manual is the main, top-level document which establishes the quality policy and objective of an organization. What will the Quality Manual provide to an organization? It provides evidence of what specific controls are implemented to ensure product/service quality, It benefits customers, suppliers, employees and ISO, and It addresses all quality system elements. 1414

Quality Management System Overview Where is Facilities Management’s QMS located? Our QMS documentation is located on the Facilities Management SharePoint Site and in the FM P://drive: https://spsc.ucalgary.ca/sites/FMShareSite/default.aspx P://FM/Public/Quality Management System Here is where to find your procedures, SOP/Guidelines, forms, templates, etc. in order to perform your work. 1515

Quality Management System Overview Where you can find the designated QMS Representative? You can find who the QMS representative is on: The Quality Management System Manual (QA-PRO-0001), section 5.2.2 Who is the Facilities Management QMS representative? Manager, Quality Assurance (Argenis Osorio) Phone: 403.220.6851 Email: ajosorio@ucalgary.ca 1616