Mxolisi Dlamini & Gugulethu Zwane RISK BASED THINKING WITH EMPHASIS ON CUSTOMER ENGAGEMENT AND SATISFATION – A new dawn of ISO/IEC 17025:2017 or SANS 17025:2018 Mxolisi Dlamini & Gugulethu Zwane Rand Water Indaba Auditorium 17 April 2019
Outline Background Introduction Risk based thinking and customer engagement Our Journey - SANS 17025:2018 standard Conclusion 5. Questions and Answers I
Background Has just above 60 people in its employ RWAS consist of four laboratories Has just above 60 people in its employ It services Rand Water and external customers Lab monthly work load Tests Sample Bottles Inorganic 68,400 2,600 Organic 8,500 1,200 Microbiology 9,500 3,300 Hydrobiology 6,000 On Site testing 10,299 *** ANALYTICAL SERVICES 102,699 8,300 1.2 mil - annual output Approx. 400 p/d
Background Skill Business system (LIMS) Technology Laboratory CUSTOMER ENGAGEMENT
Introduction The supply of drinking water for human consumption is guided world-wide by legislative requirements including water quality monitoring of selected variables.
Introduction In SA, the constitution guarantees the right to sufficient water, and the Government is a custodian of all water resources.
Introduction Through Water Services act 108 of 1997 the government recognizes the rights of access to basic water supply and basic sanitation necessary to ensure sufficient water and an environment not harmful to health or well-being RISK FACTOR
Water Services authorities Water Services authorities Introduction In achieving the set mandates, water services authorities and, in some cases, in conjunction with water services providers ensures that the above mandate is attained. Water Services authorities i.e. Municipalities Water Services authorities eg. Water boards
Introduction The provision of water services are regulated by SANS 241:2015 to ensure potable water quality (i.e. removal of harmful contaminants).
Introduction Treatment works (WTW & WWTW) play a crucial role in removing harmful contaminants; whereas, laboratories generate all necessary water quality data and information related to contaminants of interest.
Introduction Laboratory processes are regulated by ISO/IEC 17025:2017 or SANS 17025:2018 to ensure credibility and reliability of data produced.
Aim To share our experiences and journey in achieving compliance: Revised ISO 17025:2017 Its risk approach & impact on customer engagement and satisfaction
RISK BASED THINKING ISO 9001:2015 ISO 17025:2017 (Alignment) Risk is the effect of uncertainty on expected results RISK – minor or catastrophic Risks associated with reported laboratory data and results Risk based thinking means considering all possible risks qualitatively and quantitatively on all processes and activities involved in generating laboratory data Facilitates improvement and identification of new opportunities PDCA cycle
ISO 2005 vs 2017 Revised ISO 17025:2005 to ISO 17025:2017 Two Requirements Five requirements Technical General Management Structure 1 Resources Process (customers, decision rules etc..) 1 Management
Practical applications OUR JOURNEY Practical applications
July – August 2018 – Preparation ISO 17025:2017 or SANS 17025:2018 Our journey July – August 2018 – Preparation Weekly progress meeting (Sectional) Gap Anlysis
July – August 2018 – Preparation ISO 17025:2017 or SANS 17025:2018 Our journey July – August 2018 – Preparation Weekly progress meeting (Sectional) Gap Anlysis
Clause 4 - General requirements ISO 17025:2017 or SANS 17025:2018 Our journey Clause 4 - General requirements Impartiality and confidentiality
Clause - 5 Structural requirements ISO 17025:2017 or SANS 17025:2018 Our journey Clause - 5 Structural requirements Laboratory is a legal entity and responsible for its activities Specify responsibility, authority on roles and their interrelationships
Clause 6 - Resource requirements ISO 17025:2017 or SANS 17025:2018 Our journey Clause 6 - Resource requirements Personnel, Facility and Environment Conditions, Equipment
Clause 6 - Resource requirements ISO 17025:2017 or SANS 17025:2018 Our journey Clause 6 - Resource requirements Metrological Traceability
Clause 7 - Process requirements ISO 17025:2017 or SANS 17025:2018 Our journey Clause 7 - Process requirements Customer engagements - Handling & management of customer complaints
Clause 7 - Process requirements ISO 17025:2017 or SANS 17025:2018 Our journey Clause 7 - Process requirements Customer engagements - Acknowledgments of deviations
Clause 8 - Management systems requirements ISO 17025:2017 or SANS 17025:2018 Our journey Clause 8 - Management systems requirements Two options A & B
Clause 8 - Management systems requirements ISO 17025:2017 or SANS 17025:2018 Our journey Clause 8 - Management systems requirements Two options A & B
DECISION RULE
No. 7. Process requirements – 7.1 Review of request and contracts Clause 7.1.3 customer requirements for compliance to the standard specifications “decision rules shall be clearly defined” Note: RW is currently in an conceptual phase on how to model decision rules…. Decision rules are constructed around the acceptability or otherwise Risk associated with reporting of results for compliance purposes to various standards or specifications. Risk associated with making an incorrect decision regarding the acceptability or otherwise
SPEC G-Band
Key points of note about ISO17025:2017 Emphasis on improving customer engagement and satisfaction Its geared in reducing risks associated with the production of analytical data Laboratory focus more on process improvement
CONCLUSION The standards has provided a platform for rigorous engagement with customers and this has resulted in better understanding of their defined requirements thus giving more confidence on the results produced. Internally, this risk based approach has allowed us to prevent potential risks from surfacing.