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INDONESIAN EXPERIENCES IN ISO 9001:2000 CERTIFICATION OF PUBLIC WATER UTILITY SERVICES

PERPAMSI Persatuan Perusahaan Air Minum Seluruh Indonesia Indonesian Water Supply Association www.perpamsi.org. INDONESIAN EXPERIENCES IN ISO 9001:2000 CERTIFICATION OF PUBLIC WATER UTILITY SERVICES. REGIONAL WORKSHOP TO DISSEMINATE WATER SUPPLY AND

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INDONESIAN EXPERIENCES IN ISO 9001:2000 CERTIFICATION OF PUBLIC WATER UTILITY SERVICES

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  1. PERPAMSI Persatuan Perusahaan Air Minum Seluruh Indonesia Indonesian Water Supply Association www.perpamsi.org INDONESIAN EXPERIENCES IN ISO 9001:2000 CERTIFICATION OF PUBLIC WATER UTILITY SERVICES REGIONAL WORKSHOP TO DISSEMINATE WATER SUPPLY AND SANITATION STANDARDS OF QUALITY OF SERVICES 24 – 27 July 2007, Kampala / Uganda Dr. Werner BRENNER, Advisor Finance & Management

  2. OVERVIEW OF PRESENTATION • INTRODUCING THE INDONESIAN WATER SECTOR • OUTSET SITUATION • OBJECTIVE FOR IMPLEMENTATION OF ISO 9001:2000 • SCOPE & PROCESS OF QUALITY CERTIFICATION • PROBLEMS & SUCSESS FACTORS • BENEFITS OF ISO 9001:2000 CERTIFICATION • WHAT NEXT • PICTURES WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  3. A: THE INDONESIAN WATER SECTOR Facts about PERPAMSI, the Indonesian Water Supply Association • Established: • 1972 by the Ministry of Home Affairs • Organization: • Head quarter in Jakarta (30 employees) • 27 Provincial offices to coordinate activities • Members: • All 328 Indonesian public water utilities • Around 100 extraordinary members (suppliers, investors,…) • Services: • Typical association services to the members, governmental institutions, financing institutions, investors, donors and others • Training institution under PERPAMSI WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  4. A: THE INDONESIAN WATER SECTOR (cont) WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  5. A: THE INDONESIAN WATER SECTOR (cont) • Water utilities are owned by local governments and controlled by local parliaments • Coverage rates for piped water supply • around 35% for urban areas and • around 20% for overall Indonesia (ca. 6,5 million household connections are installed) • Urban water supply provided by 328 water utilities • Only 5% of water utilities have more then 50,000 connections • 60% have less than 10,000 connections • Less than 25% of PDAMs considered to be “financially viable” • Overall coverage rate for sewerage services < 1% WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  6. A: THE INDONESIAN WATER SECTOR (cont) WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  7. A: THE INDONESIAN WATER SECTOR (cont) WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  8. B: OUTSET SITUATIONTHE SUSTAINABILITY CHALLENGE • Deteriorating assets • Declining productivity • Increasing operating costs • Intermittent supply • Poor quality water • Angry customers • Unwillingness to pay Cycle of Physical & Commercial Decline Assets deteriorate & expansion is difficult if full economic costs are not recovered. Service to the poor & wastewater suffer. • Low tariffs • Declining revenues • Unpaid bills • Inability to access financing • Declining credit rating and investment WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  9. 42 38 No. of Problems 36 35 2004 - 2005 Fig. 1 Equipment Breakdown B. OUTSET SITUATION (cont) • Human Resources • 1.1 Low level of the employees’ competence 2.Equipment 2.1 Old treatment plant equipment 2.2 Equipment breakdown development (Fig. 1) WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  10. Hour Fig. 2 Breakdown Time for Maintenance 2004 – 2005 B. OUTSET SITUATION (cont) • Water Treatment Plant System (Cicokol WTP; 1.100 liter per sec.) • 3.1 No standard operating procedures in place • 3.2 Low efficiency & effectivity in the operation of the WTP (Fig. 2) WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  11. 0.99 0.96 2.86 2.63 0.85 2.35 0.78 2.15 2004 - 2005 2004 - 2005 Fig. 3 Water Turbidity Fig. 4 Water Chlor Residue B. OUTSET SITUATION (cont) 4. Water Quality 4.1 There was no person in charge to handle & follow up the customer complains 4.2 Low water quality (eq : Turbidity & Chlor residue) (Fig. 3 & 4) ppm Standard 0.6 ppm Standard 1.5 NTU WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  12. C. OBJECTIVES FOR THE IMPLEMENTATION OF ISO 9001:2000 • Increase customers satisfaction • Improve the company’s performance. • Improve efficiency & effectivity of working system • Improve employees’ capacity & responsibility • Better communication & improvement of data quality • Better customers & suppliers relationship WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  13. C. OBJECTIVES FOR THE IMPLEMENTATION OF ISO 9001:2000 (cont) C U S T O M E R S A T I S F A C T I O N Management Responsibility C U S T O M E R R E Q U I R E M E N T S Resource Management Measurement, Analysis & Improvement Product Realization Input Output Product PROCESS APPROACH WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  14. SCOPE & PROCESS OF ISO 9001:2000 CERTIFICATION I. SCOPE OF ISO 9001:2000 CERTIFICATION Operation & maintenance of a water treatment plant (capacity 1.100 liter per second) II. CERTIFICATION PROCESS 1. First Stage: 1.1 Determine the management commitment 1.2 Appoint the team member to develop the system 1.3 Socialization of the ISO 9001:2000 quality management system 1.4 Determine scope of certification WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  15. D. SCOPE & PROCESS OF ISO CERTIFICATION (cont) 2. Second Stage: 2.1 Selecting the employees who will develop the system 2.2 Training for the working group members on ISO 2.3 Developing the quality manual 2.4 Developing the quality policy & quality objective 2.5 Developing the procedures & working instructions 2.6 Socializing the documents (procedures, working instructions, quality policy) with the employees WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  16. D. SCOPE & PROCESS OF ISO CERTIFICATION (cont) 3. Third Stage: 3.1 Implementation of the ISO 9001:2000 system 3.2 Revision of documents if the trial run is not appropriate 3.3 Internal audit training 3.4 Execution of internal audit 3.5 Corrective & preventive actions plans 3.6 Management review meeting WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  17. D. SCOPE & PROCESS OF ISO CERTIFICATION (cont) 4. Fourth Stage: 4.1 Determine certification body 4.2 Pre audit by certification body 4.3 Corrective & preventive actions 4.4 Final audit by the certification body 4.5 Recommendation for ISO 9001:2000 certificate WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  18. D. SCOPE & PROCESS OF ISO CERTIFICATION (cont) Fig. 5 Implementation Steps Table WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  19. D. SCOPE & PROCESS OF ISO CERTIFICATION (cont) Fig. 5 Implementation Steps Table WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  20. D. SCOPE & PROCESS OF ISO CERTIFICATION (cont) Fig. 6 ISO 9001:2000 CERTIFICATE WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  21. E. PROBLEMS & SUCCESS FACTORS I. PROBLEMS DURING THE IMPLEMENTATION PHASE DEVELOPMENT PHASE 1. Difficulties in “translating” ISO 9001 elements into water treatment plant management activities. 2. The limitations of human resources and experience in applying the ISO 9001. IMPLEMENTATION PHASE 1. Reluctance to improve or change 2. Quality management system is seen as another managerial burden. 3. Lack of discipline in documentation WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  22. E. PROBLEMS & SUCCESS FACTORS (cont) II. KEYS SUCCESS FACTORS 1. Prime commitment from the lowest to the highest staff level in the company. 2. The staff in the company is aware about ISO 9001:2000 standards. 3. High staff motivation and discipline. 4. Team building and co-operation WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  23. F. BENEFITS OF ISO 9001:2000 CERTIFICATION Internal : 1. Improvement in the company’s performance 2. Better working methods 3. Main tasks are undertaken more efficient and effective. 4. Media of continual improvement External : 1. Increase of customers satisfactions 2. Stakeholders and customers’ complaints are handled and anticipated better and better 3. Appreciation from external parties to the company’s existence are increased. WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  24. Before After 45 40 35 30 25 20 15 10 5 0 Nov. Jan. Jun. Aug. Oct. Dec '04 '05 '06 '06 '06 '06 Fig. 7 Equipment Breakdown F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont) WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  25. After Before Hour Fig. 8 Breakdown Time Maintenance F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont) WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  26. After Before F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont) Fig. 9 Water Turbidity WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  27. F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont) ppm After Before Fig. 10 Water Chlor Residue WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  28. F. BENEFITS OF ISO 9001:2000 CERTIFICATION (cont) Fig. 11 Audit Findings Audited by Lloyd’s Register Quality Assurance • Note : • Major NC = Major Non Conformity • Minor NC = Minor Non Conformity • RC = Requires Correction • SFI = Scopes for Improvement • xLRQA = Issue for Follow-up by LRQA at next visit WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  29. G. WHAT NEXT? ON GOING : 1. Implementation of safety management system (OHSA 18000) 2. Improve the internal audit 3. Improve the working efficiency and effectively 4. Paperless System for all documents of the quality management system NEXT STEPS : 1. Implementation of total productive maintenance (TPM) 3. Online monitoring system 4. Web based data management WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  30. THANK YOU! WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

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