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Sri Sharada Institute of Indian Management-Research: THE Project Report ON "
Sri Sharada Institute of Indian Management-Research: THE Project Report ON "
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DECLARATION
I hereby declare that the project on DESIGN A TRAINING PROGRAM FOR ISO IMPLEMENTATION FOR 2 DAYS of Training and Development of PGDM to Sri Sharada Institutes of Indian Management Research is my own original work for the fulfillment of the requirement for nay course of the study. I also declare that no chapter of the manuscript in whole or part is lifted and incorporated in this report from any other work done by me or others.
Place: Date:
It is said, the most important single word is WE and the zero important single word is I. This true even in todays modern era .It is absolutely impossible for a single individual to complete the assigned job without help and assistance from others.
I would like to acknowledge to my sincere gratitude to our CMT& MD Rev. Swami ji (Dr.) Parthasarathy and my project guide Prof. Smiriti Dua for helping me in this project work. I am thankful to all my friends and batch metes for their help in completing this project work. Finally, I am thankful to my entire family members for their great support and encouragement. Deepanshu Chamoli (20100131) Saptarshi Roy (20100122) PGDM (2010-2012) Sri Sharada Institute Of Indian Management- Research
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INTRODUCTION TRAINING
The term training refers to the acquisition of knowledge, skills, and competencies as a result of the teaching of vocational or practical skills and knowledge that relate to specific useful competencies. It forms the core of apprenticeships and provides the backbone of content at institutes of technology (also known as technical colleges or polytechnics). In addition to the basic training required for a trade, occupation or profession, observers of the labor-market recognize as of 2008 the need to continue training beyond initial qualifications: to maintain, upgrade and update skills throughout working life. People within many professions and occupations may refer to this sort of training as professional development.
OVERALL PURPOSE
The overall aim of the Interact Networks training program is to create the foundation of a network of individuals who can contribute to improving the quality of consultative, participative and partnership working in their area. This is to be achieved through: enabling participants to develop genuinely usable skills and experience in the challenging arenas of process management and facilitation, and bringing together a set of people who will learn and then practice together in a way that ensures they are able to apply their learning and make real progress in their skills development.
AIM OF TRAINING
The field of participation and engagement is very large; including specific subsets such as consultation, collaborative working, partnership working, stakeholder dialogue and consensus building. These topics cannot all be covered in a three day training course and we do not attempt to do so. We also believe that some of the topics need to be well understood before attempting to tackle others; in other words, there is a natural progression of complexity and difficulty. This course therefore aims to: help people understand the full range of different levels and approaches to engagement and their respective purposes, and Focus detailed attention on the essential building blocks of collaborative approaches to process management and the use of facilitation as a specific skill within these.
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Analysis Phase
Manpower Analysis
The Task Teams that are set up will each look at the requirements for their process and procedure. They will be responsible for comparing the requirements of the standard to the current process used at your company. They will design a new process, or modify the current process so the company will be meeting ISO requirements. They will write a procedure for the new process, and give it to the management Team to review. Once the procedure is approved, training is needed. The company will then start using the new process/procedure.
Gap Analysis
The first step in planning your implementation is to perform a Gap Analysis, a comparison of your current management system to the requirements of the ISO standard. Quest Analytical can perform a Gap Analysis and then provide a Gap Report. The Gap Report explains what you will need to add to your current management system to meet the requirements, and what you have in place that already meets the standard.
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Project Plan
Using the Gap Report, develop an implementation approach, project plan, and timeline. Identify the staff members who will be leading and coordinating the project. Determine your approach to the project. Team-based projects are most effective. Establish your timeline for implementation. Plan a project "kick-off" to educate and inform everyone in the facility about your ISO implementation project.
ISO 9000
ISO (the International Standard Organization) head-quartered in Geneva, is a worldwide federation of national standard bodies (ISO member bodies, such as SIRIM, SISIR, etc) which is responsible for creating standard for each member country. The objective of setting up of this body is to encourage the formulation and practice of international standard. The creation of ISO 9000 standard is to assure the products and services offered by the member countries are globally recognized and accepted 10. ISO 9000 was initially published in 1979, and from a slow start it is now being implemented by a very large number of commercial organizations. The ISO 9000 deals with quality system requirements that can be used for external quality assurance purposes. The quality assurance models set out in this International Standards represent three distinct forms of quality system requirements suitable for the purpose of a supplier demonstrating its capability, and for the assessment of the capability of a supplier by external parties. Before any organization achieved ISO recognition, it has to establish a quality system and procedure outlined in the models set out in the standard. ISO 9000 is divided into three basic sections: ISO 9001, for quality assurance system which includes design, development, production, installation and servicing, ISO 9002, for quality assurance system in production, installation and servicing, and ISO 9003, for quality assurance in final inspection and testing. For the case of engineering programs, to achieved ISO recognition each department responsible for each program have to establish a quality management system and procedure that conformed to the standard, which is the ISO 9001. The ISO 9001 Quality Systems give guideline how to establish, document and maintain an effective quality system and demonstrate to the customer that the organization emphasized the importance of quality.
Enhance organization image with internationally accepted quality standard Demonstrate documented quality management system. Foundation for a total quality management program Reduction in customer complaints. Increase quality awareness, motivation, co-operation, workmanship and consciousness Focuses training and professional development Improved communication internally
Recognized globally as a centre of engineering education where quality is assured. Satisfy customers and current market environment Sets a baseline for continuous improvement Improve productivity and efficiency. Reduces time consuming audits by customers and regulators Reduces time consuming audits by customers and regulators Prepare for future market requirement
If ISO 9000 is implemented for the engineering program and organization that offers it, the benefits listed in Table can be achieved. These can be achieved by having international accreditation through ISO 9000 and then only can we compete with the developed countries of the West having equal standing. Observing these virtues, it is an advantage for any educational institution to implement ISO 9001 to enhance its ability to serve the world and future generations.
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preservation,
4.6 Purchasing
4.18 Training
4.19 Servicing
The 14 essential steps, briefly described below, are to be followed through in order to implement ISO 9000 quality management system successfully. Step 1: Top management commitment Step 2: Establish implementation team Step 3. Start ISO 9000 awareness programs Step 4: Provide Training Step 5. Conduct initial status survey Step 6: Create a documented implementation plan Step 7. Develop quality management system documentation Step 8: Document control Step 9. Implementation Step 10. Internal quality audit Step 11. Management review Step 12. Pre-assessment audit Step 13. Certification and registration Step 14: Continual Improvement
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The top management should provide evidence of its commitment to the development and implementation of the quality management system and continually improve its effectiveness by: Communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements, Defining the organization's quality policy and make this known to every employee, Ensuring that quality objectives are established at all levels and functions, Ensuring the availability of resources required for the development and implementation of the quality management system, Appointing a management representative to coordinate quality management system activities, and Conducting management review.
Leading the organization by example, Participating in improvement projects, Creating an environment that encourages the involvement of people.
This type of top management commitment may be driven by:
Direct marketplace pressure: requirements of crucial customers or parent conglomerates. Indirect marketplace pressure: increased quality levels and visibility among competitors. Growth ambitions: desire to exploit market opportunities. Personal belief in the value of quality as a goal and quality management systems as a means of reaching that goal.
The top management should identify the goals to be achieved through the quality management system. Typical goals may be:
Be more efficient and profitable Produce products and services that consistently meet customers' needs and expectations Achieve customers satisfaction Increase market share Improve communications and morale in the organization Reduce costs and liabilities Increase confidence in the production system
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Step 4: Provide Training For two days i.e. Wednesday & Thursday by the Companys training department
Step 1: Define purpose of the training and target audience Step 2: Determine participants needs Step 3: Define training goals and objectives Step 4: Outline training content Step 5: Prepare the written training design Step 6: Prepare participant evaluation form(s) Step 7: Determine follow-up activities for the event
10:15-10:45am Step 1- Define Purpose of the Training and Target Audience i.e. Middle level Managers
The ISO 9000 implementation plan should make provision for this training. The training should cover the basic concepts of quality management systems and the standard and their overall impact on the strategic goals of the organization, the changed processes, and the likely work culture implications of the system.
10:50-11:30 am Step 2: Determine participants Need Some of the ways to find out about the needs A brief, written survey as part of their registration packet all participants to collect general information from all participants, pre-training assessment form Survey a random sample of registrants by phone. This will allow you to collect detailed information from a few participants. Review evaluation and feedback forms from past-related training events.
So by this we can able to determine the participants needs.
11:30-11:45am- Tea break 11:45-12:30 pm Step 3: Define Training Goals and Objectives
12:15-12:45 pm Step 4: Outline Training Content While objectives are defined, the features of each session are:
How to create a more efficient, effective operation Increases customer satisfaction and retention Enhances marketing Reduces waste and increases productivity. Writing quality manuals Procedures and work instruction Auditing principles Techniques of laboratory management Calibration Testing procedures
12:45-5:00 pm
Step 6: Prepare the Written Training Design
12:45-1:15 pm Topic 1: Details of how to create a more efficient, effective operation and increases customer satisfaction and retention Include the Brainstorming and Group Discussion 1:15-2:00 pm Working lunch
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2:00-3:00 pm Topic 2: Enhances marketing and reduces waste and increases productivity. 3:00-3:45 pm
4:00-4:30 pm
2:30-3:30 pm
4:00-5:00 pm Step 8.Determine Follow-up Activities for the Event or training methods TRAINING METHODS
Some of the training methods used are:
Classroom Method
All instruction takes place in the classroom. The Trainer tells Trainees to read about 1/3 of a page of text at a time and the content is reviewed. Much of this course is interactive i.e. Trainees are asked to look at documents, make observations and answer questions. Users report that classroom training takes 3 days. The Trainer reviews the written explanation of the standard during classroom time. Trainees place a check mark in the margin of the text next to items that are new to them. A check mark means review this later.
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The Trainer identifies how your organization meets the ISO requirements Trainees record how the organization meets ISO requirements using the forms titled How We Meet ISO Requirements
Fast MethodThe course is divided into 5 Sections. Trainees are given a reading assignment and told to underline important statements in the text. If something is not totally clear, the Trainee should put a question mark (?) in the margin. Marked items are discussed during a Review Session with the Trainer. Most organizations use the FAST Method. This method is faster because it takes less time on the part of the Trainer. A Review Session that takes place after a reading assignment can range from 1 to 2 hours. Trainees are given 3 reading assignments. Each is followed by a Review Session. Trainees place a question mark (?) in the text margin when they want to discuss an item during the Review Session The Trainer identifies how your organization meets the ISO requirements Trainees record how the organization meets ISO requirements using the forms titled How We Meet ISO Requirements
Review This Clause?
Software Driven
Instructions: Your Trainer will identify how your organization meets the requirements in each ISO clause. This information is in the Quality Manual, your documents, or is accomplished with a computer program. Use this document to write a note about how your organization meets the ISO clause requirements. Place a check mark in the "Review This Clause?" column when you want to review this clause.
Self-Learning Method
These materials were designed so a person can just read the material to learn the ISO requirements and how to conduct process audits. One or more Review Sessions with the person who is most familiar with the organizations quality system is suggested when this method is used. Why? Trainees should have a review of how the organization meets the ISO requirements and an opportunity to ask questions about the course content. The SelfLearning Method also works well when you need to add one or two new auditors to your audit team. The new auditor(s) observe an experienced auditor conduct several audits. The new auditor then conducts an audit that is supervised by the Lead Auditor.
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Documents requiring modification or elaboration should be identified and listed. This exercise is sometimes referred to as gap analysis''. During these review processes, wide consultation with executives and representatives of various unions and associations within the organization is required to enlist their active cooperation. In the review process, documents should be collected, studied and registered for further use, possibly after they have been revised. Before developing new quality management system documentation, you need to consider with which quality requirements or department you should start. The best is to select an area where processes are fairly well organized, running effectively and functioning satisfactorily. The basic approach is to determine and record how a process is currently carried out. We can do this by identifying the people involved and obtaining information from them during individual interviews. Unfortunately, it often happens that different people will give different, contradicting versions of a process. Each one may refer to oral instructions that are not accurate or clear. This is why the facts are often not described correctly the first time around, and have to be revised several times. Once it has been agreed how to describe the current process, this process has to be adapted, supplemented and implemented according to the requirements of the quality standard (ISO 9001:2000). This requires organizational arrangements, the drawing up of additional documents and possible removal of existing documentation (e.g. procedures, inspection/test plans, inspection/test instructions) and records (e.g. inspection/test reports, inspection/test certificates). In introducing a quality management system, the emphasis is on the improvement of the existing processes or the re-organization of processes. In general, the steps to follow are the following: Ascertain and establish the following: What is the present operation/process? What already exists? Analyze the relevant sections of the quality standard - ISO 9001:2000: What is actually required? If necessary, supplement and change operational arrangements in accordance with the standard, develop documents and records, and describe operations/ processes: What is the desired operation/process?
These elements should be organized into a detailed chart, to be reviewed and approved. The plan should define the responsibilities of different departments and personnel and set target dates for the completion of activities. Once approved, the Management Representative should control, review and update the plan as the implementation process proceeds. Typical implementation action plan is shown in Figure. Use ISO 10005:1995 for guidance in quality planning.
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Initial status survey + planning Appoint MR + establish implementation team W w r i W Write Level C documents t r e i Monitor implementation process t L e e Firstvinternal audit L e e l v Clear nonconformities e B l d o c Quality training u m e n t s Pre-registration audit C d o c u Compliance audit m e Compliance n discrepancies t s Registration
Step 9: Implementation
It is good practice to implement the quality management system being documented as the documentation is developed, although this may be more effective in larger firms. In smaller companies, the quality management system is often implemented at once throughout the organization. Where phased implementation takes place, the effectiveness of the system in selected areas can be evaluated.
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It would be a good idea initially to evaluate areas where the chances of a positive evaluation are high, to maintain the confidence of both management and staff in the merits of implementing the quality management system. The implementation progress should be monitored to ensure that the quality management system is effective and conforms to the standard. These activities include internal quality audit, formal corrective action and management review.
Even after the system stabilizes and starts functioning, internal audits should be planned and performed as part of an ongoing strategy. A few staff members should be trained to carry out internal auditing. Use ISO 19011 for guidance in auditing, auditor qualification and programs
Quality policy Quality objectives Audit results Analysis of data Corrective and preventive actions Management review
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