A Story of Quality JourneyISO 9001:2008
G.Alagarsamy
Pr.CCA, Tamil Nadu Circle
We cannot live better than
in seeking to become better
-Socrates
Principal Controller of Communication Accounts
Tamil Nadu Circle
ISO 9001:2008 Certified
Stakeholders
Pensio
ners
Pension
Settlements
Pr. CCA
LF& SpectrumAssessment
and Collection
TSPs/
ISPs
USO
Disbursements
USPs
Vision
To leverage and lead on its
strategic positioning as
a unique institutional assurance of DOT
in its policy assurances and
implementations at the ground level”
Mission
To excel in its role
as a professional interface
Between
DOT and its various
stakeholders
Quality Policy
The office of the Principal CCA, Tamil Nadu Circle, Chennai
commits to provide quality service delivery
to all its stakeholders – DOT/BSNL retirees,
Universal Service Providers and Licensees
improvingly on sustaining basis
by standardizing the work processes, practices and
by leveraging the available resources.
Quality Objectives
Pension
Superannuation Retirement
Within 10 working days at least in 90% of the cases
Settlement of Pensioners
Grievances
o Internal
o With DOT/BSNL
o External
Acknowledgement within a week
Within Three weeks
Within a month from the date of receipt of the data
Forwarded within a week
Universal Service Obligations
USO Claims Received
To be assessed 100% and sanction issued at least to
90% of the cases within the specified period in
the USO agreement
Licence Fee and Spectrum
Scrutiny of AGR statement
Within one month
Verification of Deductions
100% within two months- Report to the DOT HQ in
90% of the cases
Milestones Covered


Three awareness Programmes to all
Business Process Reengineering
Milestones Covered
Preparation of Documents

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Vision
Mission
Quality Policy
Quality Objectives
Quality Manual ( 55 pages)
Procedure Manual( 49 pages)
Milestones Covered

Preparation of Documents

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Work Instructions ( 48 numbers)
Local Orders ( 18 numbers)
List of Forms (46 numbers)
Flow Charts(7 numbers)
Milestones Covered

Internal Quality Audit training
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The first for three days covering 17 officers
The second for two days covering 24
officers
Milestones Covered

Management Review Committee meetings

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Seven meetings held to review the results of
quality audit
Internal Quality/Mock audits

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IQA1: No of NCs raised: 50
IQA2: No of NCs raised: 42
IQA3: No of NCs raised: 36
Two mock audits
Milestones Covered
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Adequacy audit on 02/08/2010
Preliminary visit/pre audit on 09/08/2010
Initial Audit (Certification audit on 26/08/2010
&27/08/2010)
QMS Certification Licence for ISO 9001:2008
issued effective from 01/09/2010 for 3 years
valid up to 31/08/2013
Key Contributors
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
BIS
A Team of BSNL Retired Officers
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J. Santhanakrishnan
G.Ramanujam
A.Sadagopan
Team Pr.CCAtn

The staff and the officers
If what you did yesterday seems big,
you have not done anything today
Lou Holtz (1937)
Foot Ball Coach
Visit our website-www.ccatn.gov.in
Thank You all