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A Quality Initiative. ISO 9001:2000 Rhonda Reis Metering Services Supervisor Georgia Power Company. Background. Quality Activities and Improvements for Several Years No Formal Quality Program No Functional Organization Lack of Consistency of Processes Political Push Back

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A quality initiative

A Quality Initiative

ISO 9001:2000

Rhonda Reis

Metering Services Supervisor

Georgia Power Company


Background
Background

  • Quality Activities and Improvements for Several Years

  • No Formal Quality Program

    • No Functional Organization

    • Lack of Consistency of Processes

    • Political Push Back

  • February 2001 - New Metering Business Unit formed

  • Need for New Business Structure & Formal Quality Plan

  • ISO 9001:2000 met both requirements


  • Business unit structure
    Business Unit Structure

    TVA

    Northwest Georgia

    Northeast Georgia

    • Formed a Metering Business Unit

    • Centralized Management

    • Established Meter Groups

    • 17 Regions to 8 Meter Groups

    • Reduced Supervision

    • Empowered Field Employees

    Metro South

    Metro North

    Metro Atlanta

    Central Georgia

    West Georgia

    South Georgia


    Functional areas
    Functional Areas

    • Data Management

    • Engineering

    • Region Field Services

    • Field Technical Services

    • Shop Services

    • Safety & Training

    • Business Operations

    • Business Development

      • Marketing

      • Strategic


    Business strategy
    Business Strategy

    The Value Proposition

    Metering Resources

    Cost Activities

    Value Added Activities

    Quality System


    Functional areas1
    Functional Areas

    • Shop Services

      • Acceptance Testing

      • Sample Test

      • Clean & Recondition

      • Repair

      • Calibration

      • Fabrication

  • Materials

    • Procurement

    • Shipping & Receiving

    • Warehousing

    • Consignment


  • Functional areas2
    Functional Areas

    • Data Management

      • SSA Accounts - 2200

      • $ 1.45 Billion Revenue

      • Load Survey - 2000

      • Power Quality - 385

      • Energy Direct.com - 250

      • Load Data Viewer

  • Engineering

    • Meter System Design

    • Equipment Specifications - Documentation

    • Technology Assessment - Issue Resolution

    • Project Management

    • Calibration - NIST Certification

    • Product Evaluation and Testing

    • ANSI Standards


  • Functional areas3
    Functional Areas

    • Field Technical Services

      • Interchange Metering - 200 points

      • AMR – 75,000 points

      • End Use Metering - 110 sites

      • Special Service Accounts O & M

      • Quality System Audits

  • Safety and Training

    • Safety Procedures and Monitoring

    • Compliance

    • Technology Transfer

    • Employee Development

    • Training Development and Delivery

    • Apprentice Meterman Program


  • What is iso 9001 2000
    What Is ISO 9001:2000

    • It isNOTa Program

    • ItIS a Commitment to a Way of Doing Business

    • It isNOTa one time event

    • ItISa Continuous Management Process

    • It Is Not ”The Way We’ve Always Done Things”

    • It Is an Opportunity for Improvement


    What is iso 9001 20001
    What Is ISO 9001:2000

    • An International Standard for Quality Business Operations

    • Developed Around Eight Quality Management Principles

    • Each principle is a fundamental belief focused on:

      • Customer Satisfaction

      • Continuous Improvement

      • Consistency

  • Provides Structure for Business Excellence

  • Quality Program to Improve Efficiency, Data Quality, and Accuracy of Meter Systems


  • Iso 9001 2000 principles
    ISO 9001:2000 Principles

    • Customer Focus

    • Leadership

    • Involvement of People

    • Process Approach

    • Systems Approach to Management

    • Continuous Improvement

    • Factual Approach to Decision Making

    • Mutually Beneficial Supplier Relationships


    Iso 9001 2000 stuff
    ISO 9001:2000 - Stuff

    • Make a Plan and Stick to It

    • Zero Defects - Smokey The Bear

    • Do It Right the First Time

    • If It’s Not Documented - It Never Happened

    • Its Not Extra Work - Its a New Way of Working


    Iso 9001 2000 more stuff
    ISO 9001:2000 - More Stuff

    • It’s a Culture Shift

    • Fly By The Seat of The Pants

    • Auto Pilot With a Flight Plan

    • A Sense of Accomplishment


    Iso 9001 2000 elements
    ISO 9001:2000 Elements

    • Quality System Manual - QSP


    Qsp categories
    QSP Categories

    • Quality System Philosophy

    • Documentation Requirements

    • Management Responsibility

    • Resource Management

    • Design and Development

    • Purchasing

    • Production and Servicing

    • Control and Monitoring

    • Analysis of Data

    • Continuous Improvement


    Iso 9001 2000 elements1
    ISO 9001:2000 Elements

    • Quality System Manual - QSP

    • Quality Policy

    • Work Instructions - WI

    • Internal & External Audits

    • Corrective & Preventive Action Process

      • Internal Corrective Actions - ICAR

      • Supplier Corrective Actions - SCAR

      • Customer Complaint Notifications - CCN


    Iso 9001 2000 elements2
    ISO 9001:2000 Elements

    • Job Training Needs - JTN

    • Data Analysis & Trending

    • Management Review & Responsibility

    • Performance Measures

    • Continuous Improvement- CFT

    • Process Improvement & Identification


    Key and special processes
    Key and Special Processes

    • Key Processes

      • Product Evaluation

      • Assembly

      • Testing

      • Installation & Servicing

      • Refurbishing

      • Meterman Qualification

  • Special Process

    • Meter Data Acquisition & Management


  • Benefits
    Benefits

    • Improved Customer Satisfaction

      • Consistency

      • Less Errors

    • Improved Communications

    • Better Decisions - Information to Manage Resources

    • Improved Revenue Flow

    • Optimization of Cost, Revenues, and Resources

    • Alignment with Organization’s Goals and Objectives


    Benefits1
    Benefits

    • Fewer Things “ Drop through the Cracks ”

    • A System of Discipline to Follow the Quality Plan

    • Consistent Meter Operations in Service Area

    • A Structure to Benchmark and Improve the Business

    • Improved Performance Management & Accountability

    • Cultural Change - Employee Satisfaction


    Obstacles
    Obstacles

    • Short Term Increase in Workload

    • Cultural Push Back

    • Management Understanding

    • Cost of Certification and Re-certification

    • Cost of Consultant

    • Education and Training for the System

    • New Process Requirements

    • Resources


    Lessons learned
    Lessons Learned

    • It is a Lot of Work

    • It is Worth the Effort

    • Understanding the Principles are Important

    • The People are the Key

    • You will get frustrated – Get Over It

    • The Consultant was Invaluable


    Lessons learned1
    Lessons Learned

    • Discipline Will be Forced Upon You

    • Not Everyone is Going to Like It

    • It Will be Misunderstood by Other Departments

    • Accountably Will be Highlighted

    • Excuses Will Lack Credibility

    • Management Must Provide the Leadership and Excitement


    Lessons learned2
    Lessons Learned

    “ ISO 9001:2000 is of No Value in Itself ….

    It’s How We Apply it to Make us Better

    that Transforms ISO into a Valuable Product. “

    Ashok Thakkar

    President & CEO

    ITTI, LLC


    Iso 9001 2000
    ISO 9001:2000

    • QUESTIONS

    • ???

    IncredibleServiceOrganization


    Iso 9001 20001
    ISO 9001:2000

    • Contact Information:

    • Ellery E. Queen

    • Manager Metering Services - Georgia Power Company

    • 404-608-5444

    • [email protected]

    • Rhonda A. Reis

    • Metering Services Supervisor - Georgia Power Company

    • 404-608-5929

    • [email protected]


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