Quality Management Awareness
Prepared by: Joseph Mullappally
Dated: 10 July 2021
Agenda
2
Why Marafiq Embrace Quality?
Marafiq Quality Objectives
Define Quality and its evolution
Marafiq Quality Manual
Define Quality Management
Marafiq QMS Key Processes
Components of QMS
Project Execution Plan
Quality Improvement Tools
Project Quality Plan
QMS Standards
Inspection & Test Plan
QMS Principles
Quality Audits
QMS Approaches
Audit Nonconformance
ISO 9001: 2015 Model
Product NCRs and CARs
ISO 9001: 2015 Std. Clauses
Action Tracking
QMS Document Hierarchy
Quality Culture
Access to QMS Documents
QMS Certification
Marafiq Quality Policy
Tips for Auditees
WHY MARAFIQ EMBRACE QUALITY?
Any organization focused on quality promotes a culture that
results in the
 behaviour,
 attitudes,
 activities and
 Processes
that deliver value through fulfilling the needs and expectations
of customers and other relevant interested parties.
3
Quality affects everyone…
Good Quality
Poor Quality
•
•
•
•
•
•
Loss of reputation
Loss of business
Liability
Poor Productivity
Low reliability / operability
Higher costs
Costs decrease because of
less rework, fewer mistakes,
delays, better use of time &
materials
Efficiency &
productivity Improves
Capture market with better
quality and price
Business growth
4
QUALITY DEFINITION
Quality - degree to which a set of inherent characteristics of an
object fulfils requirements
Characteristic: distinguishing feature
There are various classes of characteristic, such as the following:
• physical (e.g. mechanical, electrical, chemical or biological characteristics); sensory
(e.g. related to smell, touch, taste, sight, hearing);
• behavioral (e.g. courtesy, honesty, veracity);
• temporal (e.g. punctuality, reliability, availability, continuity);
• ergonomic (e.g. physiological characteristic, or related to human safety);
• functional (e.g. maximum speed of an aircraft).
Object: entity / item / anything perceivable or conceivable.
EXAMPLE - Product, service, process, person, organization, system, resource.
Requirement: need or expectation that is stated, generally implied or obligatory.
5
QUALITY DEFINITION
Note 1 : “Generally implied” means that it is custom or common practice for the
organization and interested parties that the need or expectation under consideration is
implied.
Note 2 : A specified requirement is one that is stated, for example in documented
information.
Note 3 : A qualifier can be used to denote a specific type of requirement, e.g. product
requirement, quality management requirement, customer requirement, quality
requirement.
Note 4 : Requirements can be generated by different interested parties or by the
organization itself.
Note 5 : It can be necessary for achieving high customer satisfaction to fulfil an
expectation of a customer even if it is neither stated nor generally implied or obligatory.
6
The Evolution of Quality Concepts
Strategic Perspective
ISO 9001:2015
Series
Risks &
Opportunities
Balanced
Scorecard
Understanding
Six
Sigma
Customers
SPC
Policy &
Procedure
Business
Excellence
European
Quality Awards
US Baldridge
Awards
Cost / Benefit
Analysis
ISO 9001:2008
Series
EFQM
Excellence
model
ISO 9001 Series
BS 5750
Quality
Assurance
Quality
Circles
Specification
Quality
Control
Product
Focus
7
Process
Focus
Customer
Focus
Cultural /
Stakeholder Focus
Focal Emphasis
Business
Partnering
Quality Management System
Management System
Set of interrelated or interacting elements of an organization to
establish policies and objectives, and processes to achieve those
objectives.
Quality management System
Part of a management system with regard to quality.
Marafiq Quality Management System (QMS) consists of:
- Quality Policy
- Quality Objectives
- Quality Manual describing overview of our QMS that is in
compliance with ISO 9001: 2015 requirements.
- Process Charts of all key processes and related procedures / forms
8
Components of QMS
Quality Planning
Quality
Planning
Quality
Assurance
9
Quality
Quality
Control
Improvement
Part of quality
management focused
on setting quality
objectives and
specifying necessary
operational processes,
and related resources
to achieve the quality
objectives.
Example:
• Indentifying risks and opportunities, risk rating, risk classification
and preparation of risk management plan.
• Establishing quality objectives, measures and targets.
• Establishing Quality Plans.
Quality Assurance
Part of quality management focused on providing confidence
that quality requirements will be fulfilled.
Quality Assurance deals with prevention of quality problems.
Quality Assurance makes the consumers trust the quality of
the companies goods & services.
10
Quality Control
Part of quality management focused on fulfilling quality
requirements.
– ISO 9000:2015
The operational techniques and activities that are used to
fulfil requirements for quality.
It is:
 Conducting production as per the quality standards.
 Finding out quality deviations (differences) if any, and use
this to improve the quality of production.
Inspection:
Comparison between specified and actual requirements
11
Quality Improvement
Part of quality management focused on increasing the ability
to fulfill quality requirements
- ISO 9000:2015
12
13
14
Quality Improvement Tools
Process Improvement Methodology:
Select a
process
Document
Study/document
Evaluate
Seek ways to
Improve it
Implement the
Improved process
Design an
Improved process
15
Quality Improvement Tools
Benchmarking:
•
•
•
•
•
16
Identify a critical process that needs improving
Identify an organization that excels in this process
Contact that organization
Analyze the data
Improve the critical process
QMS Standards
ISO 9000:2015
ISO 9001:2015
Quality management systems - Requirements
ISO 9004:2018
Managing for the sustained success of an
organization - A quality management approach
ISO 19011:2018
ISO 10005:2018
17
Fundamentals & Vocabulary
Auditing Standard
Quality management systems Guidelines for quality plans
Quality Management Principles
18
Quality Management Principles
1. CUSTOMER FOCUS
19

Organization depends on their customers
& therefore should understand current &
future customer needs, should meet
customer requirements & strive to exceed
customer expectations.

Customer focus means producing and
supplying the products and services that
are liked and wanted by the customer and
which provide customer satisfaction.
Quality Management Principles
2. LEADERSHIP
20

Leaders establish unity of purpose and
direction of the organization.

They should create & maintain the internal
environment in which people can become
fully involved in achieving the
organization’s objectives.

Unity of purpose is a state in which
everyone knows why organization exists.
Quality Management Principles
3. INVOLVEMENT OF PEOPLE

People at all levels are the essence of an
organization and their full involvement
enables their abilities to be used for the
organization’s benefit.

To get involvement of the people three
things are essential:
- desire to get involved,
an interesting work system and
- capacity to perform the job.
21
-
Quality Management Principles
4. PROCESS APPROACH
Process : Set of interrelated or interacting activities which transforms inputs
into outputs.
22

A desired result is achieved more efficiently when activities and related
resources are managed as a process

This principle clearly explains that processes achieve results

Processes combine activities, physical, financial and human resources

The application of system of processes within an organization, together
with identification and interactions of these processes and their
management, can be referred to as “Process Approach”.

Identifying, understanding and managing inter- related processes as a
system contributes to the organization’s effectiveness and efficiency in
achieving its objectives.
Quality Management Principles
5. IMPROVEMENT

Successful organizations have an ongoing focus on improvement.

It help to maintain current levels of performance, to react to changes in its
internal and external conditions and to create new opportunities.
23
Quality Management Principles
6. EVIDENCE-BASED DECISION MAKING

Effective decisions are based on the analysis of data and information.

All decisions should be based on facts.

By the analysis of relevant data, correct information can be generated.

Decisions arrived at on fact based information, reduce risk of failure.
24
Quality Management Principles
7. RELATIONSHIP MANAGEMENT
25

An organization and its suppliers are interdependent.

For sustained success, organizations manage their relationships with
relevant interested parties, such as providers.

Continuous feedback on customer needs and requirements to the
supplier ensures continuous supply of quality products.
Quality Management Approaches
QUALITY MANAGEMENT – THE PROCESS APPROACH
26
Quality Management Approaches
QUALITY MANAGEMENT – THE RISK-BASED APPROACH
A risk-based approach can answer all unexpected changes that
matters proactively rather than purely reactive, preventing or
reducing undesired effects and promoting continual
improvement.
Generalized / Compliance
Based QMS
27
Specific / Risk Based
QMS
Quality Management Approaches
Risk:
•
•
Risk management:
coordinated activities to
direct and control with
regard to risk.
Effect of uncertainty on objectives.
probability of suffering loss or
harm to objectives.
1. Risk Management
Planning
- Methodology
-Roles & responsibilities
5.Risk monitoring & control
- Implement strategy
- Evaluate & document results
- Update the plans
-identify new risks
- Communicate with stakeholders
4. Risk response plan
-Take
-Transfer
- Terminate
- Treat
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-2. Risk Identification
-Identify Risk Events
3.Risk analysis
-analysis risk
-Estimate Likelihood
-Identify Impact
- Qualify & Quantify Risk
- Rank and a shortlist events
Quality Management Approaches
The Marafiq risk management framework is given below.
Establish Marafiq Risk
Management System
& Apply
Risk Mgt
Risk Mgt
Policy Procedure
+
+
Risk
Type
Opportunity
Risk Proposals Risk
Project Risk
Operations Risk
Risk Register
Risk Register
Corporate
Risk
Risk Review Workshop
 Context: Risks associated with
business strategy and
activities.
 Participants: All corporate
functions & business lines.
 Agenda: Identify, analyse and
evaluate risks.
Create and complete
Risk Register
 Risk Treatment: Risk
action plan with
due dates.
 Engagement:
communicate,
consult.
Corporate
Risk Register
Quarterly Risk Review
 Review and monitor Risk
Register.
 Update action status.
 Change: add new risks,
increase or decrease
existing risks in risk
register.
Marafiq risk management is detailed in procedure ref. GE-PRC-06.
Contact our Risk Facilitator / Coordinator Ahmed Bualy for any assistance.
29
Quality Management Approaches
QUALITY MANAGEMENT – CONTINUAL IMPROVEMENT APPROACH
30
ISO 9001 Process Model
ISO 9001: 2015 Process Model
31
Clause - 7
ISO 9001 Standard Clauses
32
Marafiq QMS Document Hierarchy
1.
2.
3.
4.
Level 1 (Top)– Policy documents (POL)
Level 2 (High)- Strategy documents
•
Manual (MAN) / Plan (PLN)
Level 3 (Mid)– Process documents
•
Process Charts (PCT)
Level 4 – Detailed procedures and forms
•
Procedures (PRC)
•
Specifications (SPC)
•
Form (FRM) / Template (TMP)
•
Work Instructions (WI)
Policies
Manual / Plan
Processes
Procedures / Specifications /
Templates / Forms
Mandatory documents as per ISO 9001 Standard requirements.
•
Scope of QMS (included in Quality Manual),
•
Quality Policy,
•
Quality Objectives (included in Quality Manual, monitored through annual KPI)
Organizations to decide requirements of other documents based on:
 Risks / Complexity / impact of variation in meeting Customer needs,
 Competency of the person performing the processes concerned,
33
 Customer requirements for documentation.
Access to Marafiq QMS Documents
All QMS documents are accessible (read only) in EDMS.
Location: General/Company Management Documents.
2 Ways of access:
• through Master List of Corporate Management Documents as all
documents are linked with corresponding Document number,
• Through Overall process chart and drill down till you get the document.
Forms are hyperlinked to the respective process chart or the procedure.
All QMS documents, Except Forms/Templates, are converted to pdf.
You have to directly access from EDMS WHICH is Controlled.
Once document is downloaded to your personal folder or print a copy, it
will become Uncontrolled.
It is your responsibility to ensure that YOU USE always the Controlled copy.
34
Marafiq Quality Policy
Directive of the top management
with respect to quality.
Who we are, what we do
Our policy to implement risk based, ISO
9001 2015 compliant QMS to meet
Customer expectations consistently
Management Commitments:
- Understanding needs & expectations;
- Establish and implement processes and
control measures to deliver,
- Maintain quality through verification,
audit, monitoring & communicating.
- Maintain quality culture & motivation of
our staff by training and engagements
- Seek Continual improvement
- Periodically review QMS performance
35
All company personnel responsible to
comply with this policy
Quality Objectives
Customer
Satisfaction
Management
System
Effectiveness
On Time Delivery
Quality
Objectives
Meeting
Specifications
Staff
Performance
On Budget
Considering the above themes, specific KPIs are decided each year and
monitored for their achievement coordinated by Corporate Supports.
36
Marafiq Quality Manual
Quality Manual is a brief overview of the quality management
system and how Marafiq meets ISO 9001 Standard requirements.
Our Quality Manual:
• Provides company context for internal, customer, and
certification body auditors new to the organization
• Demonstrates the organization’s plan to conform to the latest
ISO 9001 standard
• Sets expectations for both management and employees
• Provides steps on implementing QMS
• Identifies QMS Processes and their interactions.
• Guide clear and concise communication and interfaces
between departments in executing jobs.
See Marafiq Quality Manual ref. QA-MAN-01 for details.
37
Marafiq QMS Processes
We have determined the processes needed for our QMS and
their application. For each process, we will:
• Determine the inputs and outputs required
• Determine the sequence and interaction with other
connected processes
• Determine and apply the criteria and methods needed for
effective operation and control
• Determine the resources needed and their availability
• Assign the responsibilities and authorities
• Address the risks and opportunities
• Evaluate these processes and implemented any changes
• Improve the processes.
The Overall business process and some key processes identified
for Marafiq is given in the next slide.
38
Overall Business Process
Management Business Processes
Business Context – Customer & Stakeholder needs, Issues and Risks & Opportunities
Core Business Processes
Customer
Delight
Customer
Needs
Support Business Processes
39
Admin.
HR
+
+
PR /
ICV
IT
IM
+
Legal
HSE
Quality
+
+
Finance
Maintain
Asset
+
Contracting Procurement
+
+
Pursuit Process
Strategize to Win
Market Understanding and Positioning
Sales & Marketing
Proposals
40
Asset Creation Process
Create Asset
Solicit Opportunity
Operate Asset
Move to
Operate
Note:
41
Processes performed by Marafiq
Processes performed by EPC Contractor
EPC Contractor Management Process
42
Asset Operation Process
DPC Power & Desalination plant operation has its on Business Manual
detailing applicable process and procedures.
For details, contact the Plant Manager Chatsuwan Kittichai.
43
Drinking Water Business Overall Process
Performance Evaluation, Monitoring, Analysis and Improvement
44
Procurement Process
45
Marafiq Quality Management Process
 Context of Business





Business needs
Stakeholder needs
Legal needs
Internal/external issues
Risks and opportunities
GE-PRC-01
GE-PRC-02
CMS
Audits
GE-PRC-03
NCR

Capture QMS
Requirements
Start
Establish QMS
Documentation
and implement on
Business Processes
Establish Audit
Programme. Plan
and conduct
quality reviews
and meeting
Carry out Internal
Audits
Ensure Product /
service reviews /
verifications /
inspections
Changes to QMS
due to changes in
context, risks, new
requirements
Decision/action on
resources, tools,
QMS improvement
actions
Log in Action Log
and monitor
completion of
actions
CAR Action
Log
46
Review
Result?
GE-PRC-05
GE-PRC-04
Mgt Review
CAR
Perform
management
Review
Mgt Review
Report
Monitor
achievement of
quality objectives /
KPIs
NCR, NCR
Log
Inspection
Report
Audit Report
ISO 9001:
2015
Nonconformance
control and
corrective actions
Analyze trends,
perform root cause
analysis and take
corrective actions
CAR, CAR
Action Log
KPI Report
 Audits





KPIs
Client Complaints
Reviews / Checks
Inspections
Feedback
Project Quality Management Process
Start
Review overall
Project Risk
Conduct Risk
Workshop. List and
review Risks
Quarterly
Capture
Engineering
Quality needs
Capture
Procurement
Quality needs
Capture
Construction
Quality needs
Project
size?
Incorporate Quality
Small Planning in Project
Execution Plan
Large
Project Quality Management
Process
Prepare and issue
stand-alone
Project Quality
Plan
Prepare Budget
and Resourcing for
quality plan
implementation
Execute Quality
control, assurance
and monitoring as
per Quality Plan
Review and Track
Progress and trends
Communicate
performance to
Leadership and
staff as relevant
Conduct QMS
Management
Review & Follow up
Provide feedback
for improvement
and participate in
Lessons Learned.
End
47
Water Quality Management Process
Water Quality Assurance Process
Water Quality
Plan
Quality requirements of
Public Authority for Water
Start
Prepare and get approval
for Water Quality Plan
considering various risks from
water source, reservoirs and
transmission/distribution.
Prepare and get
approval for specific
inspection, monitoring
and test plans and
procedures.
Stop
48
Organize resources like test
equipment, test medium
and other materials as
applicable and implement
Quality Plan
Implement corrective
actions as per
corrective action
procedure GE-PRC-04.
O&M Contractor
implement action, e. g.
adjust chemical dosage,
operating parameters
Re-test / inspect /
monitor to ensure
the water quality
has improved.
Evaluate inspection / test
results and maintain
reports. Review and
accept Test report from
external test laboratories.
Quality function & Water Quality
operator analyze trends in inspection
/ test findings bi-annually to identify
systemic corrective actions.
OK?
No
Yes
Investigate and
identify root cause
along with Technical.
Recommend action
for rectification.
Quality function audit
water quality
assurance process to
ensure compliance
Project Execution Plan
Project Execution Plan (PEP) provides a guidance on the
framework for execution of projects based upon established
standards, processes and work practices.
Project Quality Plan
A PEP will contain, or make dereference to Project Quality Plan.
The Project Quality Plan (PQP) is a documented description of
the project management system. It draws together the key
documents, which:
– describe the quality objectives of the project,
– identify the critical QA/QC activities and,
– define the controls required to ensure that the project
quality objectives are met.
49
Inspection and Test Plan (ITP)
• ITP assures that the product will be built in accordance with
project specifications, code & standard requirements.
• ITP describes the minimum requirements of the quality control
activities, Inspection & Test items during fabrication /
construction
phase,
reference
documents,
required
acceptance criteria, certifying or verifying documents, and
inspection parties involve.
• ITP should be based on the contract specifications, approved
drawings and design data sheets.
• All review, witness and hold points are mentioned stage wise in
ITP.
• ITP should be approved by client before start of the work.
50
Quality Audits
A quality audit is a systematic, independent and
documented process for obtaining audit evidence
and evaluating it objectively to determine the extent
to which agreed criteria are fulfilled.
100
100
Requirements
Results
• Quality Manual
• Plans
• Specifications
• Procedures
• Standards etc
0
0
The “GAP” measures the lack of effectiveness of the process. The
narrower the gap, the more effective.
51
Quality Audits
Quality Audit is performed as per procedure GE-PRC-02.
Establish
Objectives
Review and
Improve
Determine risk
and
opportunties
Monitor
Establish
Programme
Implement
Type of Audits
• First Party / Internal
• Second Party / External
• Third Party
• Extrinsic Audit
52
Nonconformance
53
Product NCR & CAR
54
Register/Log/Tracker
Sl.
No.
55
SOR/NCR
No.
Finding Type /
Classification
SubProcess
Title of finding / brief
description of finding
Proposed Action
Target
Date
Closing
Date
Follow up remarks
Quality Culture
Quality Starts with you.
• Expertise and motivation
depend on the individual.
• Creative thinking skills
can be taught.
• Continually improve your
technical and soft skills
to be more efficient.
56
People Build Quality
 Build relationships to accomplish task
 Commitment to task and team members
 Trust & mutual accountability
 Organize
 Be flexible
 Learn
Group with different goals
Ideal Team
 The organization that learns to use
the diversity of its people to improve
its competitive position is ahead of
the game.
 In a quality driven organization,
everyone in the organization is
empowered!
57
STORY OF THE STONE CUTTER
My friend,
can you tell
me what you
are doing?
58
QMS Certification
The ISO certificate helps to improve
our business credibility and authority
as well as the overall efficiency of the
business.
• Improved customer satisfaction
and loyalty
• Happier and more competent
employees
• Better quality products and
services
• Increased efficiency, fewer
mistakes, and less wasted time
• Reduced overall risks
59
Tips For the Auditee
Prepare for the Audit
• Quality policy and objectives: Review the quality policy, objectives &
quality manual.
• Documentation: Make certain that you know where to get updated
copies of documentation pertaining to your roles and function.
Answer to Interview Questions
• Honesty: Be confident and answer the question directly with honestly.
• Answer to the point: Answer to the point. Do not side track or provide
extra information to demonstrate your knowledge.
• Ask queries: If you do not understand the question, just ask.
• Able to say “I don’t know”: If the question is related to your area and
you are unsure how to respond, just say “I don’t know.”
• Do not volunteer to answer questions that are not in your area: Direct
to the concerned person for questions not related to you.
• No Argument with Auditor: Be graceful to accept any areas of
improvement or NCR. You can clarify, but not justify or argue.
• No blame Game: Audit is on Marafiq processes, not on individuals. So
do not panic and pass the bucket to others when gaps are identified.
• Seek Help: When in need, seek help from your peers or supervisor.
60
THANK YOU
joseph@Marafiq.om
61
Always ask
when
. in
doubt