LARSEN & TOUBRO LIMITED

INFRASTRUCTURE OPERATING COMPANY

QUALITY MANAGEMENT SYSTEM

Quality Management System

WHY TO IMPLEMENT ISO-9008

Requirement for Global export / tender. Decisive edge over competition. Is an effective marketing strategy. Improved product quality Acquire new customer & repeat orders from existing customer Less Field failures, reduction in scrap and rework. Employee Job satisfaction.

WHAT IS QUALITY ?

FITNESS FOR PURPOSE CONFORMANCE TO SPECIFICATION VALUE FOR MONEY CUSTOMER SATISFACTION / CUSTOMER DELIGHT DOING IT RIGHT THE FIRST TIME AND EVERY TIME JUST IN TIME REDUCTION OF VARIABILITY / WASTAGES

STANDARD DEFINITION OF QUALITY

The degree to which a set of inherent characteristics (distinguishing feature) fulfils requirements. (need or expectation that is stated, generally implied or obligatory). ( AS PER ISO 9000-2000)

Why have a QMS?

To measure, monitor, document and control defined levels of quality; To give max. confidence that defined levels of service quality are being delivered with optimal expenditure; If standard of quality has not been defined, it cannot be controlled or improved.

EVOLUTION OF QMS
INSPECTION
Conformity evaluation by observation and judgement accompanied as appropriate by measurement, testing or gauging

QUALITY CONTROL (QC)

Part of Quality Management focused on fulfilling Quality requirements.

QUALITY ASSURANCE (QA)

Part of Quality Management focused on providing confidence that the Quality requirements will be fulfilled.

QUALITY

- CONTROL - ASSURANCE - MANAGEMENT SYSTEM

QC
DETECTION CODES & STANDARDS

QA
PREVENTION ISO 9001/2/3 1987 - 2000

QMS
DIRECTION ISO 9001 - 2000

OBJECTIVES OF QUALITY MANAGEMENT SYSTEM

Enhance customer satisfaction. Enhance employer Satisfaction. Improve competencies. Improve profitability. Improve competitiveness. Repeat order from existing customer and enhance the Business

QUALITY MANAGEMENT SYSTEM AT PROJECTS CUSTOMER REQUIREMENTS :

INFO FROM CONTRACT DOCUMENTS, SPECIFICATIONS, CLIENT MEETINGS, SITE VISITS

IDENTIFICATION OF KEY MEMBERS:

PROJECT INCHARGE, PLANNING ENGINEER, QUALITY, SAFETY & SITE EXECUTIVE ENGINEERS

PREPARATION OF PROJECT QUALITY PLAN

PREPARATION OF WORK METHODS ACCORDING TO SPECS. PREPARING CHECKLISTS / FORMATS WHICH CONFIRMING SET PROCEDURES

QUALITY MANAGEMENT SYSTEM AT PROJECTS IMPLEMENTATION OF SYSTEMS :

MIS, PQP, SAFETY, CEMA, SCREENING,

REVIEW IMPLEMENTATIONS
AUDITS, REVIEW MEETINGS , PQC (CONQUAS, ITPs, FQPs) CUSTOMER FEED BACKS / COMPLAINTS PERFORMANCE EVALUATION

QUALITY MANAGEMENT SYSTEM AT PROJECTS

IDENTIFY AREAS FOR IMPROVEMENTS
WASTAGES REWORKS ABSENCE OF SPECIFICATIONS PRODUCTIVITY TRAINING

WHY TO IMPLEMENT ISO-9008

Requirement for Global export / tender. Decisive edge over competition. Is an effective marketing strategy. Improved product quality Acquire new customer & repeat orders from existing customer Less Field failures, reduction in scrap and rework. Employee Job satisfaction.

The ISO 9008 Standards

ISO 9000 is a set of standards which provide a framework on which to build a formal documented Quality System The system can then be audited and registered by an external Quality Assurance body e.g. BSI, Lloyds Register , BVQI, DNV, to name a few.

QUALITY MANAGEMENT PRINCIPLES AS PER ISO 9001-2008

1) Customer focus 2) Leadership 3) Involvement of people 4) Process approach 5) Systems approach to management 6) Continual improvement 7) Factual approach to decision making 8) Mutually beneficial supplier relationship

QUALITY MANAGEMENT PRINCIPLES AS PER ISO 9001-2008

DEFINITIONS (CONTD.):
Quality Policy: Over all intentions of an organization
related to quality as formally expressed by top management.

Quality objective: Objectives sought or aimed for

related to Quality ( Specific, Measurable, Achievable, Realistic , Time frame)

MODEL OF A PROCESS-BASED QUALITY MANAGEMENT SYSTEM

Continual improvement of the quality management system

Management Responsibility
Customer (and other Interested parties)

Customer (and other Interested Parties)

Resource management

Measurement Analysis and Improvement

Satisfaction

Requirements

Input

Product realization
Product

Output

LARSEN & TOUBRO LIMITED

INFRASTRUCTURE OPERATING COMPANY

Plan, Do, Check, Act

PLAN
IDENTIFICATION OF SEQUENCE, INTERACTION, CRITERIA & METHODS

DO
IMPLEMENTATION OF THE PLANNING

ACT

MONITORING, MEASUREMENT & ANALYSIS

IMPLEMENTATION OF IMPROVEMENT

CHECK

Quality Management System

4. QUALITY MANAGEMENT SYSTEM A) 4 Levels of Documentations (For Office) Quality Manual (L1) Procedures (L2) Work Instructions (L3) Formats (L4)

B) Model Project Quality Plan for sites.

ISO 9001 - 2008

1. SCOPE 2. NORMATIVE REFERENCE 3. TERMS & DEFINITIONS 4 . QUALITY MANAGEMENT SYSTEM 4.1 GENERAL REQUIREMENTS 4.2 DOCUMENTATION REQUIREMENTS 5 . MANAGEMENT RESPONSIBILITY 5.1 MANAGEMENT COMMITMENT 5.2 CUSTOMER FOCUS 5.3 QUALITY POLICY 5.4 PLANNING 5.5 RESPONSIBILITY , AUTHORITY& COMMUNICATION 5.6 MANAGEMENT REVIEW 6 . RESOURCE MANAGEMENT 6.1 PROVISION OF RESOURSES 6.2 HUMAN RESOURSES 6.3 INFRASTRUCTURE 6.4 WORK ENVIRONMENT

ISO 9001 - 2008 ( Contd )

7 . PRODUCT REALISATION :
7.1 PLANNING OF PRODUCT REALISATION 7.2 CUSTOMER RELATED PROCESS 7.3 DESIGN & DEVELOPMENT 7.4 PURCHASING 7.5 PRODUCTION & SERVICE PROVISION 7.6 CONTROL OF MONITORING &MEASURING DEVICES 8. MEASUREMENT ANALYSIS &IMPROVEMENT 8.1 GENERAL 8.2 MONITORING & MEASUREMENT 8.3 CONTROL OF NON CONFORMING PRODUCTS 8.4 ANALYSIS OF DATA 8.5 IMPROVEMENT

ISO 9001:2008 - The Five Clauses

The framework is structured around 5 main headings with 23 sub headings: Clause 4 Clause 5 Clause 6 Clause 7 Clause 8 Quality Management System; Management Responsibility; Resource Management; Product Realisation; Measurement, analysis & improvement

4. QUALITY MANAGEMENT SYSTEM

4-2 Documentation requirements:

4.2.1General Develop quality system documents: includes policy, objectives, quality manual, procedures and records. 4.2.2 Quality Manual Prepare quality system manual: Develop manual using reference procedures, process interaction and define scope of QMS.

8. MEASUREMENT ANALYSIS & IMPROVEMENT 8.2.4 Monitoring and measurement of product. Verify that product characteristics are being met.
Keep a record of product monitoring and measuring activities.

8.3 Control of nonconforming product

Identify and control nonconforming products Eliminate or correct product nonconformities. Prevent the delivery or use of nonconforming products. Avoid the inappropriate use of nonconforming products. Re-verify nonconforming products that were corrected. Control nonconforming products after delivery or use

8. MEASUREMENT ANALYSIS & IMPROVEMENT

8.4 Analysis of data

Collect & analyze the data to confirm the suitability & evaluate the
effectiveness of QMS -- Internal audits, Management reviews meetings, customer satisfaction, customer complaints, product quality rating, trends of NCRs, work progress status, invoicing status, etc Use statistical techniques to monitor planned results

8.5 Improvements 8.5.1 Continual improvement Use audits , quality objectives, management reviews, corrective &
preventive actions for improvement.

On Jobs Training to Workmen

During training, Mr.UVB and Mr.Tejas explained the following, to all the workers. Importance of Green cutting. Procedure of Green cutting.

Training program to workmen on Concrete Placement and Compaction During training, Mr.Tejas and Mr.Virendra explained the following to all the workers. Importance of compaction. How to avoid Honeycomb in the concrete.

Training programme to workmen on Concrete Placement and Compaction

During training, RKC, RSP explained the following to all the workers. Surface preparation for concrete Importance of compaction. How to avoid Honeycomb in the concrete. Green Cutting & Surface finish of concrete.

LARSEN & TOUBRO LIMITED

INFRASTRUCTURE OPERATING COMPANY

Quality Management System transforms Customer Satisfaction to Customer Delight.

LARSEN & TOUBRO LIMITED

INFRASTRUCTURE OPERATING COMPANY

QUALITY IS AN ATTITUDE OF MIND

PLEASE CULTIVATE IT !!!

Otherwise

LARSEN & TOUBRO LIMITED

INFRASTRUCTURE OPERATING COMPANY

LARSEN & TOUBRO LIMITED

INFRASTRUCTURE OPERATING COMPANY

WE BUILD THE PROJECTS, THAT BUILD THE NATION