KENYA INSTITUTE OF MANAGEMENT
WORK BASED ASSISGNMENT
UNIT: TQM 200 QUALITY SYTEMS
INSTRUCTOR: MR. KIRAGU
PRESENTED BY: JOSHUA MAINA CHEGE
ADM NO: NRB/52278
SUBMITTED ON: 22ND SEPT 2012
1) Organizational Profile
In designing and implementing a Quality system, an organization determines the regulatory requirements for their work procedures and products and adopts quality system requirements from voluntary standards such as ISO 9001. Implementing a Quality Management System (QMS) within an organization needs a decision by top management. The objective of the quality system needs to be clearly defined so that the system can be effective. Management commitment is essential for the implementation and ongoing success of the Quality Management System. QMS objectives must be measurable and reflect the overall company objectives. Management should communicate employee roles, responsibilities and authorities within the organization.
2) Identification of quality improvement needs
Quality improvement refers to a set of activities whose purpose is to enhance efficiency and effectiveness for the benefit of the organization its customers. Identifying a very clearly defined and specific problem is the first problem is the first critical step to successfully implementing the problem solving process. The strategy of improving the quality of services involves solving problems in order of priority. A need or a problem occurs when there is a difference between what ‘should be’ and what ‘is’ between the ideal and the actual situation. You can select a need by using one of the following techniques. * A direct observation technique, such as a user survey
* A consensus technique like a prioritization matrix, which uses brainstorming as a first step. * A data analysis technique such as using a control chart. Needs assessment is a systematic process of determining and addressing needs, or “gaps” between current conditions and desired conditions or “wants”. The discrepancy between the conditions must be measured to appropriately identify the need. The need can be a desire to improve current performance or to correct a deficiency.
3) Implementation of international standard ISO 9001:2008(Quality Management systems) Step 1:
The first step is for Safaricom top management to decide if the company should pursue ISO 9001 certification or not. For this, the company needs to have good understanding of ISO 9001 from a business point of view. Step 2: ISO 9001 Management Representative
Going forward with the ISO 9001 implementation, one of Safaricom’s managers’ needs to be appointed to be the “ISO 9001 Management Representative”. The ISO 9001 Management Representative is your company's point-person and expert on ISO 9001. Having been appointed, the ISO 9001 Management Representative needs to learn much about ISO 9001 and its various requirements. The manager needs comprehensive training in all ISO 9001:2008 requirements, and in intent and purpose of the ISO 9001 quality management system (QMS). The company will need a job description and a training plan at the time of appointing the Management Representative. Step 3: ISO 9001 Implementation Plan
In order to properly the company’s IS0 9001 implementation, a gap analysis should be performed to know which ISO 9001:2008 requirements the company meets and where the company needs to concentrate the implementation efforts. After performing the gap analysis, it is now possible to plan the implementation project, set important milestones, estimate time requirements and set a date for the ISO 9001 certification. The gap analysis is best performed using a questionnaire. The company will need a step-by-step implementation guide that explains each step of the ISO 9001 implementation project in sufficient detail, while at the same time being concise and efficient. The guide should be lean and efficient without wasting time on unnecessary charts and committees. Step 4:...
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