1. JOINT PROCUREMENT PLANNING FORUM DATE: 27 OCTOBER 2015 VENUE: TSOGO SUN (KZN) QUALITY MANAGEMENT 1 JPPF 27 OCT 2015

2. CONTENTS 2 1. ISO 9001 QUALITY CERTIFICATION 2. FIVE WHYS TO ROOT CAUSE ANALYSIS 3. MEMBER SURVEY JPPF 27 OCT 2015

3. QMS 3 1.ISO 9001 CERTIFICATION  SABS External Audit  PURCO SA Re-certified for the next 3 years  2 minor non-conformances identified  Root Cause Analysis  Different techniques can be applied  Fishbone Diagram  Affinity Diagram  Brainstorming  Five whys JPPF 27 OCT 2015

4. QMS 4 2. Five Whys to Root Cause Analysis An iterative question-asking technique used to explore the cause and effect relationship underlying a particular problem  No single cause for a particular problem JPPF 27 OCT 2015

5. 5 QMS LIFT BREAKDOWN OVERHEATING OF THE DRIVE AND CONTROL SYSTEM TEMPERATURE IN CONTROL / EQUIPMENT ROOM EXCEEDS RECOMMENDED LIMITS VENTILATION IN THE CONTROL ROOM INADEQUATE INCORRECT AND / OR UNSUITABLE VENTILATION SYSTEM USED ASSESSMENT AND / OR AUDIT TO DETERMINE SUITABLE VENTILATION FOR LIFT NOT DONE Why INSTALL DEDICATED COOLING SYSTEM FOR LIFT CONTROL ROOM

6. QMS 6 3. NON-CONFORMANCE REPORT  Re-design of non-conformance report to include root cause analysis  Elements of non-conformance report  Description of non-conformance  Containment action taken  Correction of non-conformance  Root cause of non-conformance  Corrective action taken  Impact on other processes of the organisation JPPF 27 OCT 2015

7. QMS 7 4. NON-CONFORMANCE REPORT  Internal Non-conformances  184 raised over 3 year cycle  Mostly repetitive findings  Tender documentation not filed  Incorrect formatting of documents JPPF 27 OCT 2015

8. QMS 8 5. INTERNAL NON-CONFORMANCE OVER THREE YEAR CYCLE JPPF 27 OCT 2015

9. QMS 9 6. NON-CONFORMANCE REPORT  External Non-conformances  76 raised over 3 year cycle  Lift related problems (24)  Service delivery (34)  Goods not delivered as per specifications  Goods delivered late  Poor customer service  Non-payment of service fee (18) JPPF 27 OCT 2015

10. QMS 10 7. EXTERNAL NON-CONFORMANCE OVER THREE YEAR CYCLE JPPF 27 OCT 2015

11. 11 QMS 8. IMPROVEMENT NOTES  HR & FINANCE INCLUDED IN CERTIFICATION  VARIOUS REPORTS INCLUDED IN FINANCE  AUDITS IN FINANCE ON-GOING  NON-CONFORMANCES RAISED AGAINST NON-PAYMENT OF REBATES  MEMBER CONTRIBUTIONS NOTED  IMPROVEMENT MADE TO THE WEBSITE JPPF 27 Oct 2015

12. 12 QMS 9. MEMBER SURVEY  Member Satisfaction recorded at 90% in MAR 2015 JPPF 27 Oct 2015

13. 13 QMS 10. MEMBER SURVEY SUMMARY  Summary for past three (3) years JPPF 27 Oct 2015

14. 14 THANK YOU JPPF 27 Oct 2015