HEALTHCARE ORGANIZATIONS’ PLATFORM FOR ENTRY-LEVEL A stepping stone towards quality while pushing healthcare organizations, a step closer to acquire complete NABH accreditation

4th RQC on DAILY WORK PROJECT PLANNING AND QUALITY FOR MANAGEMENT: IMPLEMENTATION DIVISION (PPID) 06 MANUFACTURING 14 16 A ZED PARAMETER ON-GOING PROJECTS COMPETITIVENESS QUALITY A QCI PUBLICATION April - June 2019 INDIA QUALITY INDIA

APRIL-JUNE 2019 2 Dear Friends

It is indeed a pleasure to approach our stakeholders through this issue of Quality India. During this quarter we organised 4th Regional Quality Conclave (RQC) in collaboration with the Federation of Indian Chambers of Commerce and Industry (FICCI) at Guwahati on the theme “Quality for Manufacturing Competitiveness.” The primary objective of the Conclave was to discuss ways that could lead to improved competitiveness and quality in Manufacturing Sector. The Conclave had four sessions on ‘Zero Defect Zero Effect (ZED),’ ‘Reducing Cost of Poor Quality,’ ‘New Technologies for Smart and Sustainable Manufacturing’ and ‘Policy Measures for Enhancing Quality and Competitiveness.’ The Conclave witnessed participation of around 200 delegates from various segments of manufacturing such as tea, textiles & apparels, bamboo-based and mineral-based handicrafts, FMCG, members of regional chambers and associations. This will now be a continuous process throughout the year.

We have started GeM Vendor Assessment project with an unprecedented approach of assessing manufacturers through our in-house Video-based app. We hope that the idea will bring a revolution in how assessments happen in India and can put an end to Inspector Raj in the country through properly executed technological innovation.

Our focus on healthcare has increased enormously. Project Planning and Implementation Division (PPID) is helping various government bodies to improve healthcare ecosystem in India through projects such as Ayushman Bharat, HOPE, Niti Aayog’s district hospital data validation, and Kayakalp. With these initiatives, QCI aims to make quality healthcare affordable and accessible in the country. National Health Authority (NHA) has joined hands with QCI to start a quality certification process to enhance patient satisfaction and improve quality standards across AB-PMJAY empanelled hospitals. The aim is to build a network of healthcare providers that strive to provide quality services while following the healthcare protocols. There are thousands of hospitals empanelled so far, which will be able to obtain the benefits associated with certification package which will include rates over and above decided under AB PM-JAY.

QCI has established a Project Management Unit (PMU) at Department of Investment and Public Asset Management (DIPAM) which works as an internal think tank for it, providing research and analytical support on wide-ranging issues of "Disinvestment of Government's stake in CPSEs" and "Monetization of assets of CPSEs." The scope of work also includes Project Monitoring and due diligence. QCI has been engaged by the DIPAM to assist in the evaluation and execution of different proposals for "Disinvestment of Central Government's Equity Stake in Central Public Sector Undertakings (CPSEs)" and "Monetization of non-core assets of CPSEs."

Another new sector that we have ventured into is safeguarding quality of food in India. Testing of fish in Goa to eliminate usage of Formaldehyde has been a gargantuan activity. The initiative not only has challenges on the forefront of Technical Aspects of fish testing but also to rebuild trust between the state government and citizens of Goa.

We are always making efforts to work closely with the Government for creating an Eco-system of Quality in India which can impact the Quality of life of our 125 crore citizens and we appreciate our stakeholders’ cooperation in this on-going journey. Thanks!

Dr. Ravi P. Singh Secretary General Quality Council of India QUALITY INDIA

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Quality for Manufacturing Healthcare Organizations’ Ayushman Bharat PMJAY Competitiveness Platform For Entry-Level Quality Certifications 26th June 2019 Certification (HOPE)

CONTENTS38 NATIONAL ACCREDITATION BOARD FOR TESTING AND CALIBRATION LABORATORIES (NABL)

46 NATIONAL ACCREDITATION BOARD FOR HOSPITALS AND HEALTHCARE PROVIDERS (NABH)

50 NATIONAL ACCREDITATION BOARD FOR EDUCATION AND TRAINING (NABET)

64 NATIONAL ACCREDITATION BOARD FOR CERTIFICATION BODIES (NABCB)

72 NATIONAL BOARD FOR QUALITY PROMOTION (NBQP)

APRIL-JUNE 2019 4 @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

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ZED: Daily Work Management: A ZED PPID: Ayushman Bharat PM-JAY Quality Parameter Certification, National Health Authority

CONTENTS76 SERVICE COMPANIES – WHY THEY LAG Editorial Team: BEHIND Sanjay Singh Anam Qureshi 79 TYPES OF DOCUMENTED INFORMATION IN QUALITY MANAGEMENT SYSTEM Shalini Mukherjee

81 REVAMPING JUDICIAL SYSTEM - Designed By: KEY TO WORLD TRANSFORMATION Nidhi Batra

84 PROACTIVE APPROACH TO ACHIEVE DEFECT-FREE PRODUCT 87 RELEVANCE OF ISO-9004:2018 MEMBERS WRITE

5 www.qcin.org QUALITY INDIA 4th Regional Quality Conclave (RQC)

4th Regional Quality Conclave (RQC) on The Conclave witnessed participation of over Quality for 160 delegates from various segments of manufacturing Manufacturing such as tea, textiles & apparels, bamboo based, mineral based, handicrafts, FMCG, Competitiveness members of regional chambers and 26th June 2019, Guwahati associations

Quality Council of India (QCI), in collaboration with The Federation of Indian Chambers of Commerce and Industry (FICCI), organized the 4th Regional Quality Conclave (RQC) on Quality for Manufacturing Competitiveness on 26th June 2019 at NEDFi Convention Centre, Guwahati. The primary objective of the Conclave was to discuss ways that could lead to improved competitiveness and quality in Manufacturing Sector.

The Conclave had four sessions on: ‘Zero Defect Zero Effect (ZED)’ chaired by Mr. C K Biswas, CEO, National Board for Quality Promotion (NBQP), ‘Reducing Cost of Poor Quality’ chaired by Mr. C. K. Biswas, ‘New Technologies for Smart and Sustainable Manufacturing’ chaired by Mr. K. C. Jha, Additional Chief Executive Officer, Government eMarketplace (GeM), Government of India and ‘Policy Measures for Enhancing Quality and Competitiveness’ chaired by Mr. Shyam Bang, Chairman, National Accreditation Board for Certification Bodies (NABCB), QCI and FICCI Task Force on Manufacturing Excellence. Quality for Manufacturing

CompetitivenessAPRIL-JUNE 2019 6 4th Regional Quality Conclave (RQC)

Inaugural Session

The Conclave was inaugurated by Mr. Ravi Capoor, Additional Chief Secretary, Industries & Commerce, Act East Policy Affairs, Public Enterprises and Environment & Forest Departments, Government of Assam in the august presence of Mr. Shyam Bang, Mr. C. K. Biswas, and Ms. Raginee Goyal, Chairman, FICCI Assam State Council, Sub Committee for Policy and Taxation.

Mr. C. K. Biswas briefed the audience about QCI and its various bodies. He also mentioned about the North East Industrial Policy (NEIP), 1997 which was introduced to further boost industrialization in the North Eastern Region. NEIP was revised and a new policy, namely North East Industrial & Investment Promotion Policy (NEIIPP) 2007 has been launched and has also From Left to Right: Mr. Shyam Bang, Chairman, FICCI Task Force on Manufac- been extended for the first time to select Service Sector units, turing Excellence and NABCB welcoming Mr. Ravi Capoor, Additional Chief Secretary, Industries & Commerce, Act East Policy Affairs, Public Enterprises Bio-technology units and Power Generating units (up to 10 MW), and Environment & Forest Departments, Government of Assam during the besides industries in the Manufacturing Sector. Inaugural Session Quality for Manufacturing

Competitiveness7 www.qcin.org QUALITY INDIA 4th Regional Quality Conclave (RQC)

Mr. Shyam Bang delivered the Special and Japan, stating that although 98% Address and emphasised on the need of of the production units in Germany are Session 1 manufacturing quality products in India. MSMEs, quality is being built into their Mr. Bang mentioned that manufacturing is production processes. Talking about the Zero Defect Zero a crucial sector for our economy as it sustainability of the quality processes, provides employment to both skilled and there is a cost component attached to Effect (ZED) unskilled labour force and therefore the it on which we need to work to bring theme chosen for the Conclave has a great out an effective quality process so that relevance. According to a latest report by a small MSME owner does not go out world bank, the growth rate in India is of business. He also emphasised on largely supported by domestic the low-end engineering exports of the Session 2 consumption. country. He requested QCI and FICCI to work with his government to come up Reducing Cost of with a programme on quality promotion, standards formulation and developing a Poor Quality mark for the tea industry in Assam.

Ms Raginee Goyal proposed the Vote of Thanks and stated that she is hopeful that such engagements in the region will help Session 3 in improving quality systems in place and Mr. Shyam Bang addressing the delegates during the conclave would also spread the information about New different schemes. She also mentioned He stated that manufacturing industry that although the region has successfully Technologies must be supported by strong quality managed to secure a position in the systems. According to Mr Bang, the only growth map of the country, it is not up to for Smart and way we can control our trade deficit is the mark & demands introspection on its by increasing exports and for providing sustainability in the long run. She was also Sustainable a push to exports it is essential to hopeful that the suggestions put forward manufacture quality products. Mr Bang’s would be duly considered for necessary Manufacturing presentation threw light on the increased implementations. share of Manufacturing in Gross Value Added (GVA) from almost 11% in 1950-51 to 17% in 2014-15 and the target to take Session 4 it to 25% by 2022. He also stated that improving performance of a production Panel Discussion process yields much greater returns than improving quality control systems. on Policy Speaking on the occasion, Mr Ravi Capoor Measures for stated that no country in the world has grown exponentially unless it is an Enhancing export led country. The precondition for being export led super power is Quality and qualitative products since nobody wants to purchase substandard products. He Competitiveness also highlighted that quality should be instilled in the production process itself. He cited the examples of Germany

APRIL-JUNE 2019 8 4th Regional Quality Conclave (RQC)

Session 1 Zero Defect Zero Effect (ZED)

The session was chaired by Mr. C. K. dimensions of health of the online Biswas. The key speakers of the session platform and quality of the product/ were Mr. A.K. Jain, Principal Advisor, ZED; service procured Mr. K.C. Jha and Mr. Chittaranjan Maitra, f. For assuring quality in GeM products ZED Consultant, Neogi Technologies and and services, technical parameters Research Pvt. Ltd., Kolkata of products are designed with all the stakeholders and product approval Some of the key discussion areas of the team ensures that only quality Session were: products with correct information are added on portal along with genuine a. ZED is a unique & holistic Maturity sellers Assessment Model for Micro, Small and Medium Enterprises (MSMEs) g. GeM provides price reasonability under which manufactured products since it is a dynamic marketplace should have zero defect and with varied products and services manufacturing should be done with which enhances competition and zero effect. It includes 50 well defined reduces prices parameters of production, design, quality, safety, environment, etc. h. High quality customer service is available to resolve user queries in b. ZED maturity assessment model will an effective manner and capacity evaluate an MSME’s manufacturing building in ensuring training unit on process-based and conducted across the nation to assist performance-based outcome buyers and sellers to adopt online parameters at the operational level based procurement c. With the ZED scheme, MSMEs have i. In GeM platform, proper improved quality, reduced costs and management system, inspection and rejections, enhanced their revenues quality check of service providers are and increased environmental carried out to eliminate ingenuine consciousness and social benefits. and deceptive service providers and It also benefitted international transactions investors seeking investment in India d. ZED certification to NTR Pvt. Ltd. benefitted in considerably boosting its sales every year. In addition, it also enabled NTR to improve quality, cut costs & reduce environmental impact simultaneously e. Another platform that was discussed for promoting quality products in the country was Government eMarketplace (GeM) which offers quality experience to its buyers From Left to Right: Mr. Chittaranjan Maitra; Mr. A.K. Jain, Mr. C. K. Biswas and Mr. K.C. Jha and sellers and has two broad

9 www.qcin.org QUALITY INDIA 4th Regional Quality Conclave (RQC)

Session 2 Reducing Cost of Poor Quality

The session was chaired by Mr C K Biswas online quality monitoring of mines, i. There have been three waves of and the key speakers of the Session robotic control labs, cross belt digitization which led to growth were Mr. Narayanan Narasimhan, Senior analyser, training programs, remote of household income, enhanced General Manager, Quality Assurance, monitoring of production, timely demand for labour, information delivery of products etc. processing and quality of decision Dalmia Cement; Mr. Sunil Kr Singh, Head making which resulted in task of Operations (Foods), ITC ltd and Mr f. Productivity is defined as rate of automation Manoj Kumar Verma, Deputy Director, output per unit of input in assessing National Productivity Council (NPC). the effective use of labour, materials j. To address workforce disruptions etc. An increase in productivity in emerging economies there is The key discussion areas during the means greater efficiency in providing a need to tackle international Session were: goods and services from inputs competitiveness challenge and reduce costs a. Cost of Quality (CoQ) is a measure g. There are some common of the cost that an organization misconceptions about productivity k. There is a need that a good faces due to the production of such as it is possible to judge productivity strategy should explain substandard products and services. performance just by output and importance of organizational These are costs that would disappear believing that cost cutting always improvement, develop models of if systems, processes, and products increases productivity excellence and policies and plans. work perfect It should also evaluate current h. Digitization refers to the operating status b. Effective training for employees transformations triggered by the and suppliers, Seamless Change adoption of digital technologies that Management Process, Systematic generate, process, share and transfer Preventive Maintenance Procedures, information and Periodic Internal Quality Audit can minimize the cost of poor quality. Other strategies can be Clear Product and Process Traceability, Closed-Loop Nonconformance and Corrective Action Program c. Prevention Costs and Appraisal costs are regarded as Costs of Good Quality whereas Internal and External Failure Costs come under Cost of Poor Quality d. Iceberg model of visible and invisible CoPQ characterizes rework, inspection, scrap, defects as visible CoPQ and time lost due to accidents, product and equipment failure, excess inventory, lack of parts etc. as

less visible CoPQ From left to Right: Mr Nitin Agrawal, Mr. C. K. Biswas, Mr. Arindom Paul, Mr. K C Jha, Mr Alok Gupta and Mr. Sudhir Dembi during the Session e. Various initiatives taken at Dalmia Cement to reduce CoPQ include

APRIL-JUNE 2019 10 4th Regional Quality Conclave (RQC)

Session 3 New Technologies for Smart and Sustainable Manufacturing

The Session was chaired by Mr. K. C. developed for manufacturing new water treatment and solid waste Jha. Other distinguished speakers in the products from recycled waste management. Clean Manufacturing is discussion were Mr. Nitin Agrawal, Head a systematic approach of minimizing f. There is a need to educate young - Customer Services, Signify Innovations waste and emissions by optimum use engineers of the country about the and prudent selection of resources India Ltd.; Mr. Sudhir Dembi, Head circular economy concept and technologies, thereby lessening Marketing, Schneider Electric India; Mr. the impact on the environment and a Arindom Paul, Works Head, Marico Ltd.; g. The industries are shifting from Green Product is any product that is traditional Linear Manufacturing Mr. Alok Gupta, Unit Head, Dabur. Mr. designed to reduce its environmental models to Circular Economy model Rene Van Berkel, UNIDO also shared his impact perspective on new technologies shaping which involves making, using and returning products the Indian manufacturing through a video recorded message. h. Sustainable manufacturing brings with it various key components Some of the key recommendations/ such as Clean Technology, Clean discussion areas were as follows: Manufacturing and Green Products. Clean Technology includes a. In coming years smart a broad range of technology manufacturing enterprises will excel related to recycling, renewable in three areas – asset performance, energy, information technology, augmented operators and smart green transportation, waste enterprise control b. DMAIC (D-define, M-measure, A-analyse, I-Improve, C-control) Approach was suggested during the Session for waste elimination c. Sustainable manufacturing can be enhanced by reducing the waste produced, Re-using material, Recycling material to make new products and Recovering energy from waste (4Rs) d. The concept of Industry 4.0 is going to shape the future of manufacturing in the country and include components such as predictive maintenance, cloud computing, cyber security, analytics, robotics, etc. From left to Right: Mr. Nitin Agrawal, Mr. Arindom Paul, Mr. K. C. Jha, e. Government should provide Mr. Alok Gupta and Mr. Sudhir Dembi during the Session adequate support to the designs

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Session 4 Panel Discussion on Policy Measures for Enhancing Quality and Competitiveness

The Session was chaired by Mr. Shyam our manufacturing processes. As e. Quality has no fixed definition. The Bang. Other distinguished speakers in manufacturers, it is the responsibility feedback of the customer plays a key the discussion were Mr. Amrit Deorah, of the industry to improve the quality role in benchmarking the quality of Director, Aasray Concept Foods; Mr. Ronn of people working with us the product Pakrashi, Director, Salai Holdings and Mr. c. There should be an incentive from f. There is an urgent requirement of Dipanjan Konwar, Principal Consultant & the government specifically for those testing facilities in the North East Trainer, D. Konwar Associates. MSMEs who want to improve the region. There is no NABL accredited quality of their human resources lab in the entire North East region Some of the key recommendations/ discussion areas are as follows: d. Quality certification should be made mandatory in tenders. Ultimately, a. Hardly 3% MSMEs in Assam have quality promotion should be a adequate quality systems installed sustainable model in their factories. Hence, there is a need to make small businessmen aware of the dire need of quality manufacturing b. In addition to laying stress on quality of products we must also talk about quality of our human resources. Educating and skilling them and putting them into the system is crucial for the growth of

From Left to Right: Mr. Amrit Deorah, Mr. Shyam Bang, Mr Ronn Pakrashi and Mr. Dipanjan Konwar

QCI Team and FICCI Team Members

APRIL-JUNE 2019 12 GLIMPSES OF 4th Regional Quality Conclave (RQC)

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Technology makes it expedient to monitor and garner quality Healthcare across a plethora of applications in this complex network of healthcare. With the advent of Organizations’ HOPE, the applications that were once retained manually have Platform For now been digitized. HOPE is a revision to NABH’s former entry- level certification process for Entry-Level both Small & Large Healthcare Organizations (SHCOs / HCOs). It provides a stepping stone (HOPE) towards quality while pushing healthcare organizations, a step Certification closer to acquire complete NABH accreditation.

The website incorporates multiple awareness workshops a guidebook focusing on throughout the nation are information required to fill the planned and executed with firm certification questionnaire. determination to bring about In addition, multiple videos positive change. presenting testimonials and tutorials for the whole process HOPE further provides a are highlighted in the website. mobile application for its users Amardeep Singh Bharaj HOPE is distinguished by the which has been equipped with Analyst feature, Knowledge Bank actionable information which which inculcates technical ingrains various data capturing presentations outlining tools. This mobile application the modus operandi of the is an indispensable resource web portal. FAQs regarding for HOPE, ensuring the ease to registration, assessment and abridge this evidence-based general queries have resulted process. With over a 1000 in obtaining certification downloads in a short span of 6 with minimum assistance months, the next step involves from external agencies. push notifications for the status Furthermore, intensifying the of every individual registration. outreach of HOPE has always The overall certification been a discerning venture process has been categorized for the team in light of which in two major components:

APRIL-JUNE 2019 14 HOPE is fuelled by its information-centric website which delivers a platform for a hassle-free and favourable documentation process coupled with an enhanced methodology of assessment for the healthcare stakeholders

Desktop Assessment (DA) and the On-site A separate Certification Committee HOPE is able to surmount a multitude Assessment (on-site). The DA involves has been set up, which governs more of healthcare organizations in the least verification of all the documentation than 80 applications monthly, to be amount of time possible. required after the applicant’s payment has recommended in the future for receiving been processed. The assessor deputed the final certification. Moreover, applicants now have an option for the DA then reviews this application to engage consultants directly from the and raises non-compliances, if any. This is What makes HOPE even more successful HOPE website from an array of NABH and a two-stage process (35 days) and in the is the round-the-clock call centre team, NABL certified individual consultants. final stage; the application gets approved which came into action on 4thFebruary From what has been to what is now, or rejected based on clarification of the 2019. The team comprises of experts HOPE can be attested from the surge non-compliances. All of this is executed specifically trained by QCI, to assist the in applications, number of calls and on HOPE’s web portal. Subsequent to applicants with queries, remind them queries since its inception. With around the approval of the application, the about the merits of HOPE and how 400 applications in February 2019 to on-site inspection gets assigned to the certification could be achieved rapidly. 4100 applications till date, the journey applicant within 15 days. With a similar The call centre receives more than 13 has been a 10-fold one and is expected two-cycle approach pertaining to the DA, times the call volumes it did, as compared to transform the operations of the the assessor for the on-site inspection to the first month since its formation. Indian Healthcare system. QCI being the then handles the non-compliances for The overall certification cycle can now connoisseur of HOPE is and will be ready the applicant whose inspection had been be completed within a period of 90 days, to handle any surge in volume to yield a carried out by him/her. HOPE presently subject to the availability and credibility continual and seamless user experience. has over 600 DAs and 400 on-sites that are of the documents. The former certification With HOPE, certification is now only a few in the process for recommendation. The process, in comparison, takes a minimum clicks away. current consensus of HOPE contains 35 of 180 days to complete the cycle; the applications that have been advanced for introduction of HOPE has slashed the time receiving the entry-level certification. required for certification by 50%. This way

15 www.qcin.org @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia Ayushman Bharat PMJAY Quality Certifications

It has been a year since the Ayushman Bharat scheme was launched by the Central government. Touted as “world’s largest government-funded healthcare program” covering 10 Crore urban and rural poor and vulnerable households, it caters to all three levels of healthcare – primary, secondary and tertiary.

APRIL-JUNE 2019 16 @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia QUALITY INDIA

Ridhima Madaan Twinkle Khanna Shashi Kiran Vangala Project Manager Management Trainee Junior Associate

This initiative has two sub- programmes1 . provided by healthcare providers at Gold Certification. The Silver Quality The establishment of Health and Wellness various levels. Hence, creating formidable Certification is the second level of Centers is the first sub-programme that challenges and gaps in ensuring the certification where those hospitals caters to the primary level of healthcare quality of health service, which is a ‘prime with National Quality Assurance where comprehensive primary healthcare target’ of Ayushman Bharat PMJAY. Standards (NQAS) and NABH Entry- is provided along with free medicines. Level certification can directly apply. The other sub-programme that covers In this context, the NHA has tied up with Those hospitals that qualify for Silver the secondary and tertiary levels under the Quality Council of India (QCI) to Quality Certificate can upgrade to the this programme is the National Health develop a Quality Assessment system Gold Quality level after six months after Protection Scheme, now renamed to be under the scheme. An agreement was undergoing another round of assessment. the Pradhan Mantri Jan Arogya Yojana signed on June 12, 2019, to give effect The final level of Certification is the (PMJAY). It is a health insurance scheme to this collaboration. As part of the Bronze level of Certification which the where the eligible persons avail health agreement, QCI will develop standards hospitals with no prior certification insurance cover up to 5 Lakh per year to assess healthcare quality in hospitals can choose. Similar to the above level, per household. The eligible persons can and a technology platform where the hospitals that achieve Bronze Quality avail health services in all government empaneled hospitals can apply and Certificate are eligible to apply for Silver and empanelled private hospitals. The submit information. While the technology Certificate after six months with an National Health Authority (NHA), an platform primarily functions as a data additional round of testing. attached office in the Ministry of Health collection tool, it shall also serve the and Family Welfare that is overseeing the purpose of data analysis in later stages of The certification programme is a three- implementation of the programme, has the project. tier system to ensure step-by-step fixed the package rates of 1393 treatments upgradation of empaneled hospitals to be offered as part of this scheme. to improve their quality of services. Certification System This certification programme will not One of the biggest healthcare policy only cater the government hospitals concerns in India today is the ‘Quality’ empaneled under the Ayushman Bharat The Certification system consists of of health services offered. In the latest Scheme but will also focus on motivating three levels of certificates – Gold, Silver, Global Burden of Disease study (2016) the smallest of empaneled healthcare and Bronze. As the name suggests, the published in the journal Lancet in 2018, providers with no certification to come for Gold Quality Certification is the highest India ranked 145 out of 195 countries for the Bronze Quality Certification, which is level of certification. Those hospitals “Healthcare Access and Quality” (HAQ) specially designed keeping in mind these with Joint Commission International index; ranking lower than neighboring healthcare providers. (JCI) Gold Standard Certification or Bangladesh and even sub-Saharan Sudan the National Accreditation Board for and Equatorial Guinea. This present To incentivize hospitals to achieve Hospitals and Healthcare Providers state of healthcare services is due to the certification, the government has decided (NABH) Full Certification, can apply for inefficiency and lack of quality of services to pay the hospitals financial benefits

1 https://pib.gov.in/newsite/PrintRelease.aspx?relid=176049 2 https://www.thelancet.com/journals/lancet/article/PIIS0140-6736(18)30994-2/fulltext

17 www.qcin.org QUALITY INDIA Ayushman Bharat P MJAY Quality Certifications

over and above the ‘Hospital Benefit Plans’ for every service after the hospital is certified. This is applicable to hospitals that successfully achieve the Silver or the Gold Quality Certification.

Quality Assessment Standards

Quality, in present-day, is understood more as a management concept than a technical one. As the management principles evolve, quality as a concept in healthcare also evolves. Any Quality

Process denotes the transactions between patients and providers throughout the delivery of healthcare. Finally, outcomes refer to the effects of healthcare on the health status of patients and populations. In developing countries like India, the structural components get over- emphasized over processes and outcomes owing to the structural inadequacies in the healthcare system. Impetus was given in the preparation of the standards to see that all the three categories were represented in a balanced way.

Technology Platform

Realizing these challenges, QCI, Assessment standards developed must The whole process of Quality Assessment after consultations with renowned incorporate the latest understanding will be carried out on a Technology healthcare experts has come up with of the quality in healthcare. In addition Platform consisting of a Web Portal and AB PMJAY Bronze Quality Standards. to that, India has a gigantic diversity of an Assessor Mobile App. These standards follow the Donabedian healthcare providers – from the world’s Model of examining health services and best institutions like All India Institute All the standards developed will be evaluating the quality of healthcare. of Medical Science (AIIMS), Narayana objectively presented as questions for The standards are so classified to derive Netralaya, Aravind Eye Hospital, etc., hospitals to answer. The assessment information from three categories to some of the most under-equipped will be done in two phases – (i) Desktop -- Structure, Process, and Outcome. hospitals in the hinterland. Any system of Assessment, where hospitals’ self- Structure describes the context in which quality assessment standards must factor attested documents will be verified online care is delivered, including hospital in this range of diversity. and upon successfully completing it, (ii) buildings, staff, financing, and equipment. an Onsite Assessment will take place.

APRIL-JUNE 2019 18 Ayushman Bharat P MJAY Quality Certifications

Here, the Assessor visits the hospital and This programme can benefit government collects the required information through Future Prospects to acquire a national perspective on the a mobile app developed for this purpose. quality of healthcare in India. It will help Ayushman Bharat is one of the flagship in improving its quality assessments The technology platform will reduce the programmes of the present Central on the whole. Apart from this, the data time taken in the assessment process. government. It is a visionary step towards collected on the technology portal can be Moreover, the certification process is a advancing the agenda of Universal Health harnessed to derive insights that can be time-bound process, which makes this Coverage (UHC) alongside enhancing the used to monitor public health and help whole process transparent, accountable standards of quality in the hospitals of the policymakers at national level who and simple. Care has been taken to the country for complete patient safety. manage the health system performance. India has made great strides in improving healthcare quantitatively. Yet, qualitatively we lack many facilities making quality in healthcare expensive and elitist. QCI takes great pride to be a part of this AB PMJAY quality certification that can help in making quality in healthcare accountable, accessible and affordable; ultimately creating an ecosystem of quality and a healthier nation.

ensure that the language used is simple to understand even for the hospital general administration.

Those hospitals that successfully complete the assessment process are presented with a Digital Certificate while those hospitals that fail are presented with a report with suggestions and recommendations for future assessments.

3 https://jamanetwork.com/journals/jama/article-abstract/374139

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@QualityCouncilofIndia

@QualityCouncil

qualitycouncilofindia

APRIL-JUNE 2019 20 Daily Work Management: A ZED Parameter

Most of the industries and organizations try to execute their planned strategy by transferring the responsibilities onto the different areas and levels of the company. This limits their responsibility area to monitoring the actions they are expected to carry out. This approach, in most cases, ensure that results are below expectations.

However, why are results often not achieved? Organizations need to implement a new way of monitoring the actions planned and the results achieved, one that ensures an adequate implementation of the strategy and allows for a faster and more effective response to deviation. What organizations need is what we call daily management.

21 www.qcin.org QUALITY INDIA Daily Work Management: A ZED Parameter

What is Daily Management?

Daily Management (or DM) is a continuous process that ensures the work is done in the right way and at the right time, in order to achieve business success according to the company’s strategic objectives. It entails the routine monitoring of actions, as defined by the strategy deployment, to verify if the expected results are being achieved and – if they are not – come up with corrective measures in a timely manner. Daily Management allows people at all levels of the organization to clearly visualize whether the performance is good or bad on any given day.

It helps to easily identify any deviation from target, which makes everybody involved in the process equally responsible for taking the necessary actions to quickly correct the problem and restore the expected level of performance.

Daily Management system without daily management, in which a problem affecting performance is not fixed immediately

Illustration of a Daily Management System

APRIL-JUNE 2019 22 Daily Work Management: A ZED Parameter

Deploying strategy to all levels

Daily Management starts with a solid process for shaping and then deploying strategy, which has its foundation in the definition and communication of the organization’s “mission statement.” This explicitly expresses the company’s priorities for the near future.

This is then translated into specific indicators at macro level, which then cascade down to the functional levels until they reach the work cells and ultimately each employee. Everyone The next step is for all areas of the organization (production, has to be aware of the priorities and administration, commercial, and support functions) to set up challenges of the company and how charts and visual management boards in extremely visible they relate to their job. That is why it is so important to define the True North and accessible places, near the point of work, to ensure the in adequate terms: so that people are most is made of the meetings that will take place daily (or more likely to be proactive in helping the with any other necessary frequency). company to achieve success.

The transformation of the indicators defined at the macro level into individual goals for each employee and job is a necessary step towards the turnaround of an industry. With everyone involved in the decision-making process and given his or her own responsibility, the probability of achieving success increases manifold.

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How Daily Indicators Management deployment and works? visual management

To operationalize Daily Management Performance indicators defined one must clearly translate the at strategic level by senior performance metrics defined at management should be deployed, strategic level into metrics specific specified and visually displayed to each department or work cell. at all levels of the business, using At this point, a team should be charts like the one shown below. formed and a standard for the These charts should be filled out follow-up meetings established. To according to the updated figures fully capture the benefits and the gathered each day. learnings of a Daily Management system, a new set of leadership Visualization must be simple attitudes, values and behaviours in order to ensure clarity and must also become commonplace. focus, and to allow everybody to Last but not the least, a “help chain,” understand. The marks utilized a structure that supports problem should be as simple as possible: “on solving across the business, must be target” = green, “off target” = red (to put in place. indicate what is going according to plan and what isn’t).

Aligning everyone’s Daily Management + Problem Solving individual job to the strategy

Daily Management enables the connection of everyone’s specific job with the strategic goals of an organization. Most importantly, it connects the dots between all essential company needs at any point in time. Everyone should be able to tell how their work is contributing (or not contributing) to the achievement of the company´s objectives as defined by the strategy, at all times. This provides a sense of purpose and belonging among the workforce, as everyone is given the opportunity (often for the first time) to realize how their individual job influences the success of the organization.

APRIL-JUNE 2019 24 During the meetings, with everyone During the meeting, no participant should How to eliminate facing the daily management chart, it provide an answer that is superficial or chronic problems is important to ask the right questions, given without having carried out a good such as: “Did I do the right thing, in the analysis of the root causes and potential Recurring issues are addressed in a right quantity and at the right time?” countermeasures to a problem. special way. “How are the current results compared to the expected ones?” “What is the Leaders themselves should avoid giving As soon as a chronic problem is identified problem?” “Why did we deviate from the answers or even suggesting them, even on the board, a group of five people plan?” “What was the root cause of the when they feel they have a good idea of becomes responsible for addressing it deviation?” “What kind of improvements what could be tried to tackle a specific in a structured way, using the scientific is necessary?” “How can you contribute?” situation. The reason for this is that method – A3 thinking. “What kind of help will you need in order standup meetings (if managed properly) to contribute?” are, more than anything else, great Dedicated Kaizen is performed next, opportunities to develop the employees’ to understand the root causes of the The meeting should be led by the area capabilities and change the way people problem before any countermeasures leaders (the supervisor and his/her tackle problems and work in teams. are implemented. Then, the A3 and its leaders in a production area, for instance, related issues are monitored in the daily or the director and his/her managers in a Discussions should concentrate on the management board for three months. commercial department). “red dots” – the things that are going If the problem reoccurs, the A3 is wrong – and on the search for effective “reopened” to carry out further analysis, These get-togethers must be quick and countermeasures. Rather than looking formulate new hypotheses as to why the efficient – a stand-up meeting is normally for someone to blame, people should countermeasures didn’t work as expected, the best way to keep things short – with embrace the idea that it is okay to have and to come up with an appropriate everybody focused and concentrated on problems. response. giving their contribution to solving the problems flagged up by the charts. Problems should be The daily meeting and The role of leadership: exposed and solved teamwork attitudes and It’s necessary to create an environment For each department, area or cell, a team behaviours in which hiding problems is neither should be put together and asked to get acceptable nor possible. The right way to work, which lean thinking advocates for, together with regular cadence, even daily Just having the stand-up meetings is not is exposing problems, effectively solving if needed, and always at the same time, to sufficient. Leadership, which should be them, and asking for help and getting it discuss the numbers achieved compared heavily involved at every step of the way, whenever necessary. to the numbers the organization hoped must be capable of keeping the meetings for. Setting a standard for the meetings is focused and involving all team members Problems occur constantly and the more critical to their success. adequately. time is required to understand and solve them, the bigger their consequences. Just having the numbers exposed is not They must know what to ask and how enough: daily management encourages to ask it, and be available to help clarify (and, really, calls for) teamwork and the situation by means of “explanatory cooperation. The team should always questions,” until they feel that the group engage in frank discussions to understand has developed a good understanding of the situation, do some analysis on the what is going on and is ready to explore spot, and decide what actions are needed the root causes of the identified problem. in the event of a gap between current and The role of leadership is critical in that expected performance. too: it is by repeatedly asking “Why?” that root causes are unearthed.

25 www.qcin.org QUALITY INDIA

MARK O ECELLENCE

National Accreditation Board for Hospitals and Healthcare Providers (NABH) is a constituent board of Quality Council of India (QCI), set up to establish and operate accreditation programme for healthcare organizations. AB has been established with the objective of enhancing health system promoting continuous quality improvement and patient safety. The board while being supported by all stakeholders including industry consumers government has full functional autonomy in its operation.

AB provides accreditation to hospitals in a nondiscriminatory manner regardless of their ownership sie and degree of independence.

International Society for Quality in ealthcare (ISQua) has accredited AB. The approval of ISQua authenticates that AB standards are in consonance with the global benchmarks set by ISQua.

Vision Mission To be ape national To operate accreditation and allied programs in healthcare accreditation collaboration with stakeholders focusing on and quality improvement patient safety and quality of healthcare based body functioning at par upon national/ international standards with global benchmarks through process of self and eternal evaluation

Zero Defect Zero Effect (ZED) model takes up daily work management as a critical measure NABH A for a company’s progress and sustainability. It instils among the entrepreneurs a sense NAB Accreditation Programs NAB Certification NAB International Training of discipline with respect to allotment and Programs Education monitoring of work on a daily, weekly or NABH offers accreditation to AB has started its operations monthly basis. ZED aims at helping MSMEs ospitals Blood Banks Eye Care NABH offers certification to overseas under AB AB conducts establish a comprehensive system of daily SCOs/ ursing omes OST Medical aboratories ursing International (NABH I). It offers Education/Interactive work management, through which all Centers CCs/Cs AS Ecellence Emergency all accreditation programs as Workshops employees will be able to perform, monitor ospitals Wellness Centers Departments Medical Value being offered in India. The Awareness and rectify their work in quicker and more Medical Imaging Services Dental Travel Facilitator (MVTF) program is unique as in addition rogrammes and efficient manner. The change every industry Centers Allopathic Clinics Ethics reAccreditation Entry evel to the accreditation standards it rogrammes on needs to undergo is to start visualising the Committees and anchkarma for ospitals reAccreditation requires compliance with local Implementation (OI) common vision for an industry and then Clinics Entry evel for SCOs regulatory requirements start planning accordingly. ZED- The Change Begins!

- TEAM ZED For further details please contact: National Accreditation Board of ospital and ealthcare Providers Quality Council of India 5T Floor ITI Building 4A Ring Road I Estate ew Delhi110002 India . 01142600600 22415 i helpdesknabh.co i www.nabh.co

APRIL-JUNE 2019 26 MARK O ECELLENCE

National Accreditation Board for Hospitals and Healthcare Providers (NABH) is a constituent board of Quality Council of India (QCI), set up to establish and operate accreditation programme for healthcare organizations. AB has been established with the objective of enhancing health system promoting continuous quality improvement and patient safety. The board while being supported by all stakeholders including industry consumers government has full functional autonomy in its operation.

AB provides accreditation to hospitals in a nondiscriminatory manner regardless of their ownership sie and degree of independence.

International Society for Quality in ealthcare (ISQua) has accredited AB. The approval of ISQua authenticates that AB standards are in consonance with the global benchmarks set by ISQua.

Vision Mission To be ape national To operate accreditation and allied programs in healthcare accreditation collaboration with stakeholders focusing on and quality improvement patient safety and quality of healthcare based body functioning at par upon national/ international standards with global benchmarks through process of self and eternal evaluation

NABH A

NAB Accreditation Programs NAB Certification NAB International Training Programs Education NABH offers accreditation to AB has started its operations ospitals Blood Banks Eye Care NABH offers certification to overseas under AB AB conducts SCOs/ ursing omes OST Medical aboratories ursing International (NABH I). It offers Education/Interactive Centers CCs/Cs AS Ecellence Emergency all accreditation programs as Workshops ospitals Wellness Centers Departments Medical Value being offered in India. The Awareness Medical Imaging Services Dental Travel Facilitator (MVTF) program is unique as in addition rogrammes and Centers Allopathic Clinics Ethics reAccreditation Entry evel to the accreditation standards it rogrammes on Committees and anchkarma for ospitals reAccreditation requires compliance with local Implementation (OI) Clinics Entry evel for SCOs regulatory requirements

For further details please contact: National Accreditation Board of ospital and ealthcare Providers Quality Council of India 5T Floor ITI Building 4A Ring Road I Estate ew Delhi110002 India . 01142600600 22415 i helpdesknabh.co i www.nabh.co

27 www.qcin.org QUALITY INDIA

Project Planning and Implementation Division (PPID)

@QualityCouncilofIndia

@QualityCouncil

qualitycouncilofindia

APRIL-JUNE 2019 28 PROJECT BRIEFS

Ayushman Bharat PM-JAY Quality Certification, National Health Authority

National Health Authority (NHA) has joined hands with QCI to start a quality certification process to enhance patient satisfaction and improve quality standards across AB-PMJAY empanelled hospitals. The MoU was signed by Dr. Arun Gupta, Executive Director, National Health Authority and Dr. Ravi P. Singh, Secretary General, QCI in presence of Dr. Indu Bhushan, CEO, NHA and Mr. Adil Zainulbhai, Chairman, QCI.

29 www.qcin.org QUALITY INDIA Project Planning and Implementation Division (PPID)

The aim is to build a network of by directly applying for silver or gold and stakeholder follow-ups. QCI team healthcare providers that strive to provide certification. provides research support, performs quality services while following the analysis on the feasibility of various ideas Patient safety and standardized healthcare protocols. As of May 23, 2019, from a strategic-financial perspective and healthcare is the goal for which there were 15,291 empanelled hospitals, produces ready reports for senior officials' quality certification has been which will be able to obtain the benefits decision making, as and when required by launched along with motivating associated with certification over and the healthcare industry to work DIPAM. above the packages decided under AB towards achieving it collectively. PM-JAY. Public Perception

NHA and QCI have mutually started to Survey of Delhi Police develop a simple and swift mechanism for Department of the certification of empanelled hospitals. Investment & Public NHA has decided to collaborate with QCI and use its well-established systems, skills Asset Management and credibility for hospital certification. (DIPAM), Ministry of Since the treatment rates are fixed and healthcare providers have been identified, Finance high-quality treatment becomes a prime concern of the scheme. The certification With the most advance administrative of hospitals will enable them to comply system in India and over 6 ranges, 14 with quality protocols, improve patient districts and 184 police stations at safety and the overall healthcare facility of present, the Delhi Police is perhaps the the organizations. The partnership aims to largest metropolitan police in the world create a process to facilitate certification with the sanctioned strength of 83,762. of at least 7,000 empanelled hospitals by December 2021 to build a network of QCI, along with the Delhi Police is QCI has established a PMU at DIPAM which quality healthcare providers. performing 1st ever Public Perception works as an internal think tank for it, Survey of Delhi Police. There will be three levels of AB-PMJAY providing research and analytical support quality certifications -- Bronze, Silver on wide-ranging issues of "Disinvestment The main objective is to understand the and Gold with Gold being the highest- of Government's stake in CPSEs" and number of crimes not reported and to level certification under this initiative. "Monetization of assets of CPSEs." The take a stock of the actions taken by the The process will be carried out through scope of work also includes Project police on reported crimes. The project will an objective-based questionnaire to be Monitoring and Due Diligence. also envisage the satisfaction levels of the filled by the hospitals for the Desktop general public against the action taken. QCI has been engaged by the DIPAM to Assessment (DA) on a technology We are currently in its Pilot Stage where assist in the evaluation and execution of platform. It will be followed by an on- 5 Police Districts selected by the Delhi different proposals for "Disinvestment site assessment done using a mobile Police, namely Central, South, Shahdara, of Central Government's Equity Stake application by qualified assessors. Apart Outer and North West are being surveyed in Central Public Sector Undertakings from the upgradation of the quality on the following basis: standards of the hospital, they will also (CPSEs)" and "Monetization of non-core receive a financial incentive of 5%, 10% assets of CPSEs." QCI also assists DIPAM • Household Surveys are being and 15% respectively on the package in the decision-making process in broad conducted of cases registered in rates for bronze, silver and gold quality realms of strategy and economic policy. Police Stations (FIRs/Complaints) certification. Hospitals which are already QCI team monitors various disinvestment along with surveys in random certified by nationally or internationally transactions being carried out by households to have a comprehensive recognized accreditation body like NABH DIPAM to meet the Finance Ministry's perspective. can also avail the benefits of the scheme annual budgeted target. This involves tracking progress, debottlenecking

APRIL-JUNE 2019 30 Project Planning and Implementation Division (PPID)

• Calls are being made via Call Centre manner. Over 36,000 government solutions to GeM on such cases. QCI to the Citizens of Delhi randomly organizations from Centre, State, and has resolved 15 such cases in 15 and to the citizens who registered a Public Sector Units are registered with months till May 2019 complain on their Helpline Numbers GeM, till date for procurement of goods to observe the response trend by and services. • Product Category: Coordinated and the Police and satisfaction level of executed online/ offline collaboration victims and their overall experience QCI signed an MoU with Government with Accredited Certification Bodies/ with the Delhi Police. e-Marketplace on 29th December 2017 Regulatory bodies namely BIS and established a Project Management (offline), FSSAI, and NABL (offline), QCI shall analyse the collected data and Unit (PMU) at GeM Headquarters from to name a few, to ensure quality in share its detailed findings to the Delhi January 2018 onwards. Subsequent to procurement Police which would include satisfaction the MOU, QCI/ GeM PMU received a formal level of victims with police, actions taken work order for a period of 16 months, • Service Category: vis-à-vis calls reported on helpline and the starting April 2018 to July 2019 (Jan’18- number of crimes that are not reported Mar’18 was on pro-bono as per the MOU). a. Identified and drafted Service Level Agreements (SLAs) for till date. The PMU will be extended for another 17 various services, available on months with an Addendum to the MoU the GeM Portal with additional resources. Government b. Quality check of service PMU is mandated to perform the following providers: Quality check of e-Marketplace (GeM) – activities as a Knowledge and Quality vendors by validation of the PMU Partner to GeM to assure quality in the certification(s) and project procurement experience uploaded by the of goods and service providers to eliminate services on the ingenuine and deceptive sellers/ National Portal: transactions in “Services” on the portal. After an intensive quality check on certifications • Conduct and project experience of research on service providers, 18,698 global best service providers have been practices in the validated by QCI (till May 2019) relevant domain amongst which 5,919 were and assist in its rejected on the basis of wrong/ adaptation by expired/incomplete compliance GeM certificates and/or public project experience • Conduct research on mandatory Vendor Assessment by QCI compliances/ Effective from June 1, 2019, QCI has Government e-Marketplace (GeM) certification/licenses required for been mandated to carry out the Vendor under the Ministry of Commerce and new products & services on the GeM Assessment for registered OEMs as per the Industry provides an end-to-end online portal GeM’s new Vendor Validation Policy Marketplace for Central and State Government Ministries / Departments, • Type Test Report Scrutiny/Validation a. QCI has designed a robust Central & State Public Undertakings Service: GeM sometimes requires and holistic framework to (CPSUs & SPSUs), Autonomous an intervention/third-party view validate vendors consisting institutions and Local bodies, for on the disputes/incidents raised by of parameters like production procurement of common use goods & buyers or sellers. QCI provides facts, capacity, physical location, and financial stability services in a transparent and efficient objective view along with suggestive

31 www.qcin.org QUALITY INDIA Project Planning and Implementation Division (PPID)

b. QCI developed an innovative Livelihoods Mission (NRLM). It focuses irrelevant questions were therefore Web & Mobile-based platform on providing sustainable livelihoods removed and a more comprehensive for Vendor Validation. & self-employment opportunities with questionnaire has been finalised. Assessment will be carried out financial assistance and training in in 2 stages, wherein the first business management of soft skills by Current Status: The on-ground stage of Desktop Assessment creating a self-sustaining ecosystem assessment started on July 19, 2019 and will include authentication at the block level. The programme is is on-going. of a vendor profile, business expected to promote 1.8 lakh enterprises experience, financial capacity and production capacity and, in 125 blocks in 24 states in four years the second stage of Video and create employment for 3.78 lakh Department of Assessment will be conducted rural poor in four years from 2015. As on by an expert sitting at a remote 30th November 2018, a total of 30,352 Administrative location using a mobile-based enterprises have been formed across Reforms & Public application through video 20 states where the scheme is being calling implemented. Grievances (DARPG)

c. Entire video assessment will QCI has been entrusted with the be recorded and geo-tagged responsibility of conducting a three- and the automatic report layer evaluation of the Start-Up Village will be submitted in 2 weeks Entrepreneurship Programme: turnaround time after receiving the application of a vendor i. Mid-Term Evaluation d. The digital certificate will be ii. Process Evaluation issued to the vendor (who will iii. Identification and be validated as OEM) with a QCI is currently working on two projects Documentation of 20 validity of 2 years of key importance with DARPG, namely, Best Practices, under the Streamlining CPGRAMS and Monitoring supervision of MoRD from the progress on reforms via a digital April 2019 Start-up Village dashboard, undertaken by Central A detailed and step-wise process has Ministries/ Departments. Entrepreneurship been formulated to comply with the Programme (SVEP), strict timelines for various deliverables. Under Streamlining CPGRAMS project, Questionnaires for conducting the QCI is helping DARPG in reducing the Ministry of Rural data collection have been finalized in time taken in forwarding the grievance Development consultation with MoRD. The aim of these upto multiple levels till the last mile questionnaires is to bring forward the concerned officer, responsible for on-ground realities after assessment of disposal. Instead of that we are intended quantitative and qualitative KPIs. to send the grievance directly to the last mile concerned office/ officer by marking To test the questionnaires, a pilot project all the above offices for the monitoring has been conducted at Tauru Block purposes. in Haryana wherein Focused Group Discussions were also conducted where The second project has been extended for beneficiaries and facilitating agencies another six months for proper monitoring were brought together to get the real of the progress of the reforms. picture. Changes have been made in the questionnaires on the basis of responses The Start-up Village Entrepreneurship received and experience of our competent Programme (SVEP) was introduced in 2015 team members who conducted the as a sub-scheme under the National Rural assessment. All the redundant and

APRIL-JUNE 2019 32 Project Planning and Implementation Division (PPID)

on the learnings before the full-scale out “Quantitative and Qualitative National Smart Grid assessment. The assessment has Assessment of Coal” for “Sembcorp Mission been completed and the final report Energy India Limited (SEIL).” has been submitted to the Ministry. QCI has been commissioned by Ministry of Power for impact assessment of ongoing/ Swachh Bharat completed smart grid pilot projects. Quality Assessment of Mission: Open The assessment will be carried out at Coal 12 locations in India which are under Defecation Free National Smart Grid Mission Pilot project Programme to showcase the benefits accrued to the • Third-party Quality Assessment utilities and consumers through primary provides transparent mechanism to Under the larger objective of the Swachh and secondary data analysis and feedback scrutinise the coal quality of the coal Bharat Mission, the Ministry of Housing surveys. dispatched to customers and to curb and Urban Affairs (MoHUA) commissioned disputes among its all stakeholders. QCI to verify 4376 cities of the country as The assessment focuses on the following Also, coal grade assessment provides Open Defecation Free. The objective of the aspects: an important criterion for revisiting project is to ensure accessibility of clean mine grades. • Verification of project and functional toilets to all its citizens implementation and comparative • QCI has undertaken Quality and to eradicate open defecation from analysis: Verification of the Assessment of coal supplied through the entire country. The cities are certified infrastructure such as Smart meters special forward e-auction for power and verified every 6 months to ensure installation and commissioning consumer/s and linkage auction for continuous monitoring. including the sustainability and non-power consumer/s. Further, the performance of communication scope of work has been extended Current Status centre, DCU’s enabled system etc. to spot e-auction/ special spot Also, a comparison of the completed e-auction/ Shakti Scheme. The National ODF percentage is 84% with Smart Grid Project with respect 3682 number of cities declared as one- • QCI has commenced third-party to the deployment of smart grid time ODF out of 4173 self-declared cities quality assessment across all 8 applications will be carried out subsidiaries of Coal India Limited Impact • Impact assessment on Utility: This (CIL). Tripartite agreements of includes the benefit accrued to volume of 117 million metric tonne The program has been accepted widely Utility in terms of billing automation have been signed for conducting and witnessed the following impacts: and increased billing efficiency, loss the third-party quality assessment. reduction, reduction of manpower A total volume of 92.73 MMT of • Overall increase in access to cleaner and efficiency in manpower. coal is already being sampled from toilets, especially for women the date of commencement. QCI • Impact assessment on consumer: has already sampled 65.95 Million • Reduction in diseases and This includes the citizen survey to Metric Tonne in F/Y 2018-19. In order improvement of public health gain insights on the satisfaction to ensure double blinding of Coal • Increase in enthusiasm and levels of end-users with respect Sample, QCI has developed QR proactiveness by the states to the works executed under the Code based application to capture mission. collection, preparation across all loading points of Coal India Limited • A team of QCI visited CESCOM Mysore (CIL). The same has been already to conduct a pilot assessment of implemented across all subsidiaries. smart grid in order to evaluate the Also, QCI has extended its coal various aspects of the framework sampling assessment and carried and modifications were made based

33 www.qcin.org QUALITY INDIA Project Planning and Implementation Division (PPID)

Some key performance indicators Gujarat Tourism Gujarat Yatradham (e.g. Knowledge of scope of work, staff presentation and uniform, manpower Gujarat Pavitra Yatradham Vikas Board deployment, garbage collection and (GPYVB) engaged QCI in October 2017 to disposal, overall cleanliness efficacy, conduct monthly cleanliness assessments IEC activities on Swachhta etc.) of their famous eight yatradhams that were developed and performance- attract the highest tourist footfall in monitoring scorecards have been Gujarat. prepared respectively to grade the work being done at the location by GPYVB has engaged four cleaning both the cleaning agency and TPI. agencies (with two locations allotted to each) to maintain 24x7 cleanliness QCI is conducting assessments at the Tourism Corporation of Gujarat Limited in and around temple areas, approach location twice a month, and furnishing (TCGL) engaged QCI as a Third-party roads from railway station and bus stand a monthly report to TCGL portraying Inspection (TPI) agency for conducting roads connecting temple, Ghats areas a true picture in terms of scores and assessment and evaluation of the etc. at the following eight locations - percentages by gauging the work in cleanliness work being undertaken at 47 Ambaji, Shamlaji, Somnath, Dwarka, respect to the cleanliness standards of identified tourist locations in Gujarat. Palitana, Girnar-Junagadh, Dakor and a national level monument. Till now, Pavagadh. GPYVB has also engaged a local 10 reports have been submitted to the Four cleaning agencies have been monitoring agency to supervise the work client. engaged by TCGL to carry out 24x7 being done by these cleaning agencies at cleanliness work on various locations all locations on a daily basis. consisting of different area type including temple surrounding area, market area, Each location is assessed once a month parking area, beach area, ghat area, and a monthly report consisting of the etc. TCGL has also involved two local performance scorecards, cleanliness monitoring agencies to supervise the work indexes, analysis, comparison with being done by these cleaning agencies at previous months etc. is developed by the all locations on a daily basis. team to keep GPYVB informed of the work being done at the locations. In addition to monthly reports, an impact report was also formulated documenting the cleanliness achievements across Statue of Unity different categories to provide a better perspective of the overall work done in On the basis of the work being done in the past year by the cleaning agencies Gujarat Yatradham project by QCI, TCGL which also contained the best practices of awarded the contract for conducting each agency. High-end cleanliness assessments in and Contented with the complete picture of around the world’s tallest statue -- Statue the on-field work in form of reports by of Unity. QCI, TCGL has extended the contract of the project for another 6 months. With the project stepping into the 1st quarter (2019-20), assessment and data analysis of all locations have been done, and report making is under process.

APRIL-JUNE 2019 34 Project Planning and Implementation Division (PPID)

Google Toilet Locator

Ministry of Housing and Urban Affairs (MoUHA) has partnered with Google Maps to list all publicly accessible toilets across the country. The advantage of the listing on Google Maps is that the users can search nearby toilet and provide a rating and additional feedback of the facility. It can benefit the MoUHA as well as local city administration by making general upkeep easier and complaint resolution faster.

863 Urban Local Bodies are covered and the data of 862 ULBs is already live on Google Maps. Over 38 thousand toilets have been mapped in these cities and are now being searched by users under the keyword, “SBM Toilet”.

Alongside, the expansion in the number of cities, we have technologically gone a step higher by using the Google My Business tool for individual listings. This has helped facilitate additional information about a toilet in its respective description, which are imperative for a user to know before he/she actually decides to visit that toilet. Google Toilet Locator is now featured in the media, gathering major traction and limelight, given its purpose and the objective it aims to serve.

35 www.qcin.org QUALITY INDIA

@QualityCouncilofIndia @QualityCouncil qualitycouncilofindia Our Social Media Presence

APRIL-JUNE 2019 36 37 www.qcin.org QUALITY INDIA @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

APRIL-JUNE 2019 38 @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia QUALITY INDIA

National Accreditation Board for Testing and Calibration Laboratories

Launch of New Scheme “Accreditation of Medical Imaging- Conformity Assessment Body (Mi-Cab) Based on ISO 15189:2012” International Participations & Updates

A new scheme i.e. “Accreditation Program for Medical Imaging – Conformity Joint IAF-ILAC Midterm Training on ISO Assessment Bodies (MI-CAB) based on Meetings, Mexico 17025:2017, Doha ISO 15189:2012: Medical Laboratories – Requirements for Quality and NABL actively participated in 2019 Competence” is launched by NABL during International Accreditation Forum (IAF)- the conclave held in Mumbai on 9th International Laboratory Accreditation May’2019. Cooperation (ILAC) Joint Mid-Term Meetings held from 4th to 11th April, 2019 This new scheme intends to facilitate at Mexico. diagnosis and treatment of patients and it is expected that in order to bring overall The event observed a series of meetings quality in healthcare sector, Medical wherein deliberations on strategizing During the 6th World Association of Imaging field cannot be discounted ILAC operations was the main highlight. Anti-Doping Scientists meet on 30th April and implementation of international Premeditated issues related to review 2019 at Doha, NABL provided training standards in this field can significantly of documents, bye-laws, articles, ILAC on the requirements of ISO 17025:2017 contribute towards patient care. Committee & Secretariat structure; to the participants from Dope Testing member voting participation data Laboratories. The training served as a and various other on-going tasks were great platform for the members of the discussed. association to discuss importance and relevance of the new introduced changes The meetings provided a valuable of the standard and its effect on anti- platform for interaction and doping programs. communication among accreditation bodies, regional accreditation cooperation, stakeholders etc.

39 www.qcin.org QUALITY INDIA National Accreditation Board for Testing and Calibration Laboratories

APAC Lead Evaluator Training Course, Taipei

Taiwan Accreditation Foundation (TAF) hosted a three-day training course for APAC Lead Evaluators from 30th April to 2nd May 2019 in Taipei, Taiwan which was attended by NABL officials. The training covered the APAC MRA procedures, role and responsibilities of Lead Evaluators, interpretation & evaluation of ISO/IEC 17011:2017 requirements and updated IAF/ILAC requirements.

APAC 2019 Annual The participants were familiarized with Meetings, Singapore the integrated requirements of ISO 15189 & relevant ILAC documents. They were 2019 observed formation of the largest also apprised with the application of the regional accreditation cooperation in the standard in day-to-day accreditation Asia Pacific- ‘APAC.’ activities of a medical testing laboratory. The training-cum-workshop emphasized The Inaugural APAC Annual Meetings were on the use of ISO 15189 standard in areas held from 15th to 22nd June 2019 wherein outside pathology testing like medical NABL officials attended the meetings of imaging, respiratory testing services, various working groups. The event served APAC Workshop/ diagnostic testing in audiology etc. as a platform for various accreditation Additionally, risk-based assessment, bodies to exchange best practices, forge Training on compliance-based assessment and flexi stronger partnerships and drive growth Accreditation in the scope were discussed. in the Asia-Pacific region. The meetings emphasized on strengthening growth Medical Sector using and advancement of APAC objectives. ISO 15189, Hong Kong It also focussed on fortifying newly ISO/TC 212 WG amalgamated rules, processes and system NABL attended an introductory procedures of APAC. Director NABL represented India at the workshop/training on ISO 15189, “Medical international meeting of ISO/TC-212/ The event marked plan for ensuring a Laboratories-Requirements for Quality WG1 ‘Quality and Competence in the progressive and dynamic cooperation and Competence” held from 15th to Medical Laboratories’ for the revision to create value for the members and the 16th May, 2019 at Hong Kong, China. The of international standard ISO 15189. community, including regulators and workshop/training was hosted by Hong The meeting was organized by British stakeholders as a way forward. Kong Accreditation Services (HKAS). Standard Institution (BSI) from 28th-30th May 2019 at London.

APRIL-JUNE 2019 40 National Accreditation Board for Testing and Calibration Laboratories

NATIONAL SEMINARS/ CONFERENCES

World Accreditation Day 2019

Global Initiative of celebrating World Accreditation Day on 9th June every year was jointly started by the International Accreditation Forum (IAF) and the International Laboratory Accreditation Cooperation (ILAC) to raise awareness on importance of accreditation. Theme designated for the year was ‘Accreditation -- Adding Value to Supply Chains.’

Keeping pace with the last year’s celebrations of WAD across India, this Assessors’ year also NABL along with other boards of Awarding of Certificate QCI viz NABCB and NABET organized WAD Conclave-2019 of Compliance 2019 on 10th June, 2019 in various cities: Delhi, Mumbai, and Guwahati & Chennai. With an objective to harmonize the entire “Quality Assurance Scheme for Basic The sessions focussed on how a strong assessment process by minimizing the Composite Medical Laboratories (Entry sustainable supply chain influences the perceptional differences within assessors’ Level)” was launched by NABL early quality of products and services delivered fraternity, one day assessors’ conclave this year and has been accepted well in the market and the role of accreditation was conducted in following cities: amongst the stakeholders. In this regard therein. certificates of compliance were handed • Kolkata on 27.04.2019 over to the first three laboratories during Deliberations and discussions on the • Bangalore on 04.05.2019 the conclave held in Bengaluru on 4th role of regulations in assuring Quality • Delhi on 8.05.2019 May, 2019. in Supply Chain and importance of Supply Chain Management, Conformity • Mumbai on 11.05.2019 Assessment in procurement, and accreditation in supply chain were More than 1700 assessors/experts in made. Supply chains being pivotal in Testing, Calibration, Medical, PTP & RMP delivering quality products and services fields attended the conclaves which to consumers in a timely and cost-efficient served as a significant platform for them manner, the session also dwelled upon to share their experiences gathered during how accreditation along with other the assessments. This, in turn, aimed quality infrastructure tools such as to improve the consistency of overall standards, metrology and conformity assessment process. assessment adds value to the supply During the event, approximately 100 chains. It was appreciated that these tools case studies were discussed over assure trust that enables confidence in harmonization of assessment process. both final services and products placed in the market.

41 www.qcin.org QUALITY INDIA National Accreditation Board for Testing and Calibration Laboratories NABL SUPPORTS WORLD FOOD SAFETY DAY

APRIL-JUNE 2019 42 National Accreditation Board for Testing and Calibration Laboratories

The first-ever World Food Safety Day, adopted by the United Nations General Assembly in December 2018, was celebrated on 7th June 2019 under the theme "Food Safety, everyone's business" In India the day was celebrated by FSSAI wherein NABL also extended its support in spreading the awareness on significance of practicing safe food habits.

The event deliberated upon the key aspects of how compliance to global food standards, establishment of effective regulatory food control systems, good agriculture practices strengthen food safety management systems and ensure availability of safe In line with above, second program was concluded on 24th April’19 at Chennai wherein food. 45 participants from state food testing laboratories of Tamil Naidu, Karnataka, Pudu- cherry, Andhra Pradesh and Maharashtra participated Posters and Banners on the subject matter were publicized on NABL website and social media for awareness of safe food.

AWARENESS PROGRAM

NABL-FSSAI Awareness Program on NABL accreditation as per ISO/IEC 17025:2017

To sensitize all state food testing laboratories with Third Awareness program reached out to various food testing laboratories in Western NABL accreditation as per the requirements of ISO/IEC India. It was conducted on 7th May’19 in Mumbai at Thane. 29 participants from Goa, 17025:2017, NABL in association with Food Safety and Maharashtra, Gujarat and Telangana attended the program Standards Authority in India (FSSAI) conducted one-day awareness programs across the country.

The awareness programs aimed to help improve the quality system of the laboratories by gaining NABL accreditation. The program familiarized the laboratories with NABL policies and procedures thereby providing accredited testing services and access to quality food to the citizens.

To begin with, the first awareness program held at Delhi on 12th March’19 covered various states of northern region viz Jammu & Kashmir, Rajasthan, Uttar Pradesh, Punjab and Delhi. The program was attended by 35 participants. Last program was held at Kolkata wherein about 35 participants from Assam, Sikkim, Odisha, West Bengal, Nagaland, Chhattisgarh, Meghalaya, Manipur, Tripura, Jharkhand, Bihar and Himachal Pradesh participated. It was conducted on 22nd May’19 at Kolkata

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TRAININGS

Training as per ISO/IEC 17011:2017 Five-day Assessors' training courses as per ISO/ IEC 17025:2017 ‘General Requirements for the Competence In view of revision of ISO/IEC 17011 and release of of Testing and Calibration Laboratories’ new version of the standard in November 2017, a comprehensive training on ISO/IEC 17011:2017 was conducted for all NABL officials from 16th - 21st April 2019. We had the privilege of having Mr. Peter Unger (Ex-President A2LA and Ex ILAC Chair) as the faculty for the training. Mr. Unger highlighted the change introduced in the new version and also provided an insight into the global perspective in compliance to the standard.

The training course helped NABL officials to better understand the requirements ISO/IEC 17011:2017 and also facilitated review & implementation of Gurugram from 8th – 12th April, 19 NABL documents in line with ISO/IEC 17011:2017.

This initiative was also planned to prepare well for the upcoming APAC evaluation scheduled during May 2020. Following Training Courses Pune from 24th – 28th April, 19 were organized by NABL

Chennai from 29th May - 02nd June, 19

APRIL-JUNE 2019 44 National Accreditation Board for Testing and Calibration Laboratories

Five-day Assessors' training course as per ISO 15189: 2012 ‘Medical Laboratories -- Requirements for Quality and Competence’

Gurugram from 22nd – 26th April, 19

Chennai from 13th – 17th May, 19

Indore from 27th – 31st May, 19

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National Accreditation Board for Hospitals and Healthcare Providers

NABH Programs and Trainings Achievement in last three months (April 2019 to June 2019):

S.No. Program Accreditation/Certification Granted

1. Accreditation Program 102

2. Certification Program 283

3. Empanelment Program 71

Total 456

Assessment Conducted: Total number of assessment 927 conducted for Accreditation, Certification and Empanelment during April 2019 to June 2019

NABH Training Programs on Implementation (POI) & Education Workshops:

• Program on implementation training conducted in • This programme is very useful to develop Internal the various cities on NABH Accreditation Standards of Capability within the hospitals to work towards Hospitals, AYUSH, Blood Bank and Nursing Excellence, implementation of quality and patient safety Pre-Entry-Level Hospital & SHCO Certification standards, achieving accreditation and maintaining Standards, Clinical Audit Workshop and Continual the same Quality: Tools and Techniques Workshop • In all, 15 Programs were conducted during April 2019 • The objective of this programme is to provide to June 2019 wherein more than 600 healthcare guidance to healthcare provider on implementation professionals participated of NABH standards

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S.No. City of Course Date of Course NABH Assessor Hospital & SHCO Full Accreditation Program N ABET Training Courses 1. Bengaluru 12th to 16th June 2019 Pre-Entry-Level Certification Program National Accreditation Board conducted in 1. Kolkata 4th to 6th April 2019 for Education and Training various cities for 2. New Delhi 12th to 14th April 2019 3. Chandigarh 3rd to 5th May 2019 accreditation 4. Lucknow 10th to 12th May 2019 5. Nagpur 24th to 26th May 2019 and certification 6. Guwahati 29th to 31st May 2019 programs: 7. Ahmedabad 14th to 16th June 2019 8. Managalore 21st to 23rd June 2019 9. Raipur 28th to 30th June 2019 NABET Accreditation Scheme for Hospital Healthcare Consultant

AYUSH Awareness at Lucknow Organization (HAH-CO) on 4th May 2019

As we all are aware that Insurance Regulatory and Development Authority of India (IRDA) has notified that “All such providers offering cashless services for allopathic treatment shall meet with the pre-accreditation CQI Workshop at Visakhapatnam entrylevel standards laid down by ational Accreditation Board for ospitals and ealthcare roviders (AB) st on 21 April 2019 or such other standards or requirements as may be specified by the Authority from time to time Ref. otification: IRDA/T/REG/CIR/146/0/2016 dated 2.0.2016.”

AYUSH Awareness at Mumbai Many more ospitals ealthcare Organisations are planning for AB accreditation/certifications. A need is on 24th May 2019 felt for the accredited Consultant Organisations(COs) to help the healthcare organisations in understanding the accreditation process documentation implementation and application development etc.

Clinical Audit Workshop at Delhi on 19th May 2019 o dtail you ay la iit t lin fo t ccditation c fo oital and altca Conultant aniation

Good Clinical Practices (GCP) Workshop httpnabet.qci.org.insill-training-services-divisionaccreditation-criteriaconsultant-organisation from 22nd to 23rd June 2019 at Kolkata o any fut infoation o claification la fl f to contact u ill ay to you

Dr. ari Prakash (Director ABET Quality Council of India) Nursing Awareness Program on rd ITI Building 6th Floor 4A I Estate Ring Road ew Delhi 110002 India Glimpses of Training Programs Training of Glimpses 23 June 2019 at Amritsar Work: 11122416 – 20 Etension o. 12 Fa: 11122415 www.qcin.org

QUALITY COUNCIL APRIL-JUNE 2019 48 OF INDIA Creating an Ecosystem for Quality National Accreditation Board for Hospitals and Healthcare Providers

N ABET

National Accreditation Board for Education and Training

NABET Accreditation Scheme for Hospital Healthcare Consultant Organization (HAH-CO)

As we all are aware that Insurance Regulatory and Development Authority of India (IRDA) has notified that “All such providers offering cashless services for allopathic treatment shall meet with the pre-accreditation entrylevel standards laid down by ational Accreditation Board for ospitals and ealthcare roviders (AB) or such other standards or requirements as may be specified by the Authority from time to time Ref. otification: IRDA/T/REG/CIR/146/0/2016 dated 2.0.2016.”

Many more ospitals ealthcare Organisations are planning for AB accreditation/certifications. A need is felt for the accredited Consultant Organisations(COs) to help the healthcare organisations in understanding the accreditation process documentation implementation and application development etc.

o dtail you ay la iit t lin fo t ccditation c fo oital and altca Conultant aniation httpnabet.qci.org.insill-training-services-divisionaccreditation-criteriaconsultant-organisation

o any fut infoation o claification la fl f to contact u ill ay to you

Dr. ari Prakash (Director ABET Quality Council of India) ITI Building 6th Floor 4A I Estate Ring Road ew Delhi 110002 India Work: 11122416 – 20 Etension o. 12 Fa: 11122415 www.qcin.org

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National Accreditation Board for Education and Training

During April – June 2019, different verticals of NABET carried out following activities – Formal Education Excellence Division (FEED) 3-Day Awareness Workshop on NABET Accreditation Standard for Quality School Governance held at Birla Balika Vidyapeeth, 3-Day Assessors Training Program on Pilani, Rajasthan from 7th to 9th May 2019 Accreditation Standard for Quality School Governance

3-Day Awareness Workshop on NABET Accreditation Standard for Quality School 3-Day workshop for training school assessors on NABET Governance held in Chennai from 30th May to 1st Accreditation Standard for Quality School Governance held in Delhi from 22nd to 24th April 2019 June, 2019

3-Day Awareness Program on Accreditation Standard for Quality School Governance

7th – 9th May 2019 | Birla Balika Vidyapeeth, Pilani, Rajasthan 30th May – 1st June 2019 | Chennai 13th – 15th June 2019 | New Delhi 3-Day Awareness Workshop on NABET Accreditation Standard for Quality School Governance held at NABET Board Room from 13th June to 15th June, 2019

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Assessors' Harmonization NDMC Project Workshop Meeting held under the chairmanship of Mr. Naresh Kumar, IAS, Chairperson, NDMC to review the findings of assessments of students and teachers for the academic year 2018-19

Harmonization workshop for Assessors held in Delhi from 20th -21st May 2019

Meeting held with the Chairperson, Secretary, Director and All Heads of the Schools of NDMC on 16th April 2018 on Quality Interventions in Teaching-Learning Process

1. Accreditation Division a. Workshops/Trainings

Harmonization workshop for Assessors held in Mumbai from • The World Accreditation Day celebrations were 21st -22nd June 2019 conducted on 10th June at four locations: Chennai, Delhi, Guwahati and Mumbai based on this year theme "Accreditation : Adding value to Above-mentioned programs have been conducted Supply Chain." with the objective of generating awareness amongst schools on Accreditation Standard for Quality School at the same time carrying out capacity building exercise

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2. Environment Division: Accreditation of EIA Consultant Organization

• Environment Division organised a workshop on capacity building of EIA Consultants ‘Quality Improvement in EIA Report’. The workshop was held from 19th– 22nd June 2019 at Delhi. It was attended by approx. 60 participants representing more than 30 Accredited Consultant Organizations

• NABET organized a 2-Day training program on ISO/ IEC 17024:2012 Standard in IIT Madras Research Park, Chennai from 11th-12th June 2019

• Meeting was held on 12.06.2019 in Goa with Department of Education of Goa regarding implementation of ISO 21001:2018 by NABET accredited certification bodies on pilot project basis

• Mrs. Vanita Yadav and Mr. C S Sharma from NABET participated in IAF-ILAC Joint Mid-Term Meetings, which was held from 4th – 11th April at Mexico

• NABET Team also attended a 3-Day training workshop organized by ANSI on ISO/IEC 17065 standard on Product Certification held from 9th- 10th April 2019 in Washington DC b. NABET Accreditations • During the quarter April – June 2019, NABET granted new accreditation to COAE International Pvt. Ltd. for ISO/IEC 17021 :2015 Standard for operating ISO 21001:2018 EOMS standard

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Case Study Lean journey in Sunil Industries, Kolhapur

profitability. Lean manufacturing offers by the book. Many of these companies You can have your them a proven method to reduce costs, have done extensive Lean training, eliminate waste, increase productivity, worked with lean consultants and gone car in any colour maintain high levels of quality and still through 5-S clean ups and still don’t you want, as long make a profit. see any real impact on processes and profitability as promised by Lean. We as it’s black We already knew this theory, learnt got answer on this toughest question in colleges, seminars but we didn’t in our lean journey. That is Employee --Ford & Crowther know how to extract these ‘precisely’ Involvement /Empowerment. Quality is on ground level in real-life industry. In produced at the shop floor by operator this bewildered condition, Mahindra & & we implement all this tools and This was the famous quote of Henry Ford Mahindra suggested us about the QCI techniques, big words, on white collar for its world famous ‘Model T’ automobile. Cluster, Delhi’s project & we met the level that is why many a times it fails. What if today OEM says like this to magician, our lean journey mentor Mr. This is the dilemma of our Indian micro, consumer? Likewise, what if vendor says, Sunil Dhatingan sir. Thus, our journey small, medium enterprises. Lean is not “I will give you a product in particular begins. At the end of the journey we a plug and play tool to realize benefits size & shape which is feasible for me feel very proud that within a span of immediately. It requires commitment and irrespective of what you require,” it will be 2 years we achieved an unbelievable the involvement of everyone within the a laughable state for the customer and the milestone in the lean journey. We not only organization. vendor will be kicked out of business in accomplished targets which we had set at no time. The whole scenario has changed DSLR phase but we successfully deployed Employee Empowerment is not easy, now. Many companies are fighting to it horizontally. which is why many companies tend to survive in today's highly competitive bypass this piece of the Lean puzzle. Our global economy. Especially, MSMEs have We nearly succeeded in every project but mentor had conducted many of one-to- difficult time competing in the global we proliferated in some of the mentioned one shop floor training on 5S, TPM, SMED, market place. areas which we would proudly like to 3M & 7 wastes. Apart from this we have share as follows: gone through add-on session on goods To survive in this cut-throat world of habits of highly effective people. competition, we have to emphasize on the bottom side of balance sheet (Cost) as Empowerment Operators were interacting with auditor the top side is entirely dependent on the and guests on their own to show Kaizens, market condition (Sale). Every penny that Poka Yoke they have made. It is witnessed How many companies have stuck or you save is added directly to our profit. by all QCI auditors. Illiterate Operators, fumbled with their Lean transformation, Companies that implement Lean typically especially women, have started talking in TPM, TQM and many more big things. make significant cost savings that have terms of Muda, Muri & Mura, Kaizens, Poka They seem to have done everything right a very realistic impact on the company’s yoke. It is the national empowerment,

APRIL-JUNE 2019 54 CASE STUDY isn’t it? The IMF estimates that equal level of clarity to your processes. It allows The tangible benefits from VSM is that, participation of women in the workforce you to create a solid implementation from new plant layout we have freed will increase India’s GDP by 27%.(2) QCI is plan that will maximize your available around 200 Sq. meter floor space area surely stepping a stone towards it. resources. For a lean manufacturing whose cost is ₹10,000 per sq. meter as per journey, VSM can serve as the launch pad current market rate. As a result we have to begin identifying and improving your saved around ₹20,00,000. processes. The intangible benefits is from VSM is Let us take a deep dive in our industrial that, travelled distance is reduced by 67.5 case-study. We implemented VSM for the meter for the 1500442 part family & lead part 1500442 Brake housing of customer time saved by 2.43 hrs. In MBR 4 stage, we Oerlikon Fairfield. Before, the material have SMED project completed resulting in movement line had zig-zag flow which setting time reduction by 146 minutes. leads to transportation, waiting, motion Fig1.-Training impartation at shop floor loss resulting we could not meet the We have horizontal deployed for the customer requirement for their high 3500650 part family. demand. In VSM project, we decided to It is decided that we will treat VSM tool as work on it. We prepared string diagram by part of PPAP document which is for our taking actual measurement. Considering internal analysis purpose only. Moreover, all these, we prepared drawing in CAD we have used this tool in Mahindra’s & checked its feasibility. It almost took upcoming project for layout finalization. around 1 and half months to finalise the layout. Then we took most difficult

Fig2.-Fearless interaction with auditor ice-breaking decision of actual shifting of machine. The awareness among the blue collard persons empowerment besides top management support resulted in our PPM & machine breakdown hours reduced drastically, & witnessed increase in the OEE. We have been saving around 10 to 15 minutes for each setting in a “Batch type Production Industry” via SMED tool. We successfully imbibed everyone that everyone is responsible for providing quality material to their customer.

Value Stream Fig.-3 Before VSM Fig.-4 After VSM Mapping

VSM Before After SMED Impact As mentioned earlier, we must look for ways to do things more efficiently Lead Time (Min) 2249.92 1061.02 915.02 with less waste. We must make sure Total Travel Distance (Mtr) 132 69.5 69.5 that everything we do adds value to Value Added Ratio 1.96 3.76 4.36 our products or services. Value Stream Table 1: VSM at a glance Mapping (VSM) is an indispensable tool in the Lean toolbox that can bring a new

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removed all the possible abnormality TPM and restored machine condition. Now we had to work for keeping machine in such For decades production workers have condition forever. That’s why we went been indoctrinated to call in the “experts” with 3rd stage that is ‘Standardization’. We when they have a problem. In this trouble bifurcated the parts which were needed shooting mode there is little, (if any,) time for cleaning, lubricating, inspecting and for process improvement; or no time to tightening on regular time interval and determine the cause of a quality problem, accordingly prepared a JH sheet. The Fig 5:- Before 2nd stage so the defective part goes to scrap or glimpses of sheet are shown here. rework. We inculcated this activity in operators’ In 1st step of JH activity, we created mind & are successfully following till today a team through which we chose one on a daily basis between 3PM to 3.15PM. machine that had more breakdowns. Team of 4 people cleaned machine Now, we are on the threshold of thoroughly & observed carefully for completing the 4th JH activity, which is abnormality & probable, potential part Autonomous maintenance, & have already cause of machine breakdown in near started the 5th stage. future. We list it down in the abnormality Fig 6:- After 2nd stage chart & removed it attentively and As a result, from last 6 month our average overhauled the machine. It was In above stages, we did accomplish every breakdown time is 10.24 hrs. horizontally deployed for all machines activity meticulously. As a result, we including conventional setups.

After successful completion of 1st stage we dared to go for 2nd stage that is “Hard to CLIT.” We realized that some of the parts were very difficult for Cleaning, Lubricating, Inspection & Tightening [CLIT]. We find out such parts, units & looked for its alternative. For inspecting SP survo motor blower we need to dis- assemble whole machine guard and to check the oil level & top up in VMC tool clamp-declamp cylinder, we need to dis-assemble whole machine guard which takes around minimum half an hour or more.

We identified all such units & found out the solutions. We cut the machine MS guard by grinder & replaced it with acrylic sheet door eventually saving our valuable time for disassemble & assemble time & ease for monitoring oil level on a daily basis.

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C.S. Sharma Abhinav Bajaj Deputy Director, NABET Accreditation Officer, NABET

Risk-based Thinking in Public Policy and Implementation

interventions that emerge from the What is Risk-based Emergence of Risk- inevitable complexities, conflicts and Thinking? based Thinking in constraints of governing. These are known Policymaking in the as Institutional risks. Together, these We are all familiar with uncertainty in our societal and Institutional Risks make up day-to-day life. Whether it is related to our world ‘Policy Risks’ and it is this category of risk health, career or finances, we have often that is a critical target of risk-based Policy- faced scenarios which were unforeseeable Risk has become an important issue making. or at the very least different from what in parlance to Governance and Policy- Governments around the world are we have been used to. Risk-based making. The word ‘risk’ itself has beginning to recognize the benefits of thinking emerges from this everyday fact numerous connotations; Risk-based proactively managing the risks they of life. Thus, the intellectual process of decision making in International trade face. Enterprise risk management has identifying, evaluating and mitigating issues has become equivalent to having been adopted by the Commonwealth of the possible risks we might face during a scientific approach to trade deals while Australia; the states of New South Wales, the course of carrying out an action is in Investment Banks Risk has as much Western Australia, and Queensland; and called Risk-based thinking. It is how we to do with reward (such as risk-based the provinces of Nova Scotia, British deal with the challenge that uncertainties pricing) as it is to do with precautionary Columbia and New Brunswick in Canada. bring (owing to the variables in any measures. At its simplest, risk-based Enterprise risk management is a mandate given process) and how we anticipate policy-making is the practice of targeting for local governments in South Africa and and guard against them. A Risk-based policy in proportion to potential threats to the United Kingdom. In 2015, the United approach to any triggered change serves society, considering both their likelihood States Office of Management and Budget as our insurance against future challenges and consequences. In managing risks to issued Circular A-123, which requires and mishaps due to deviations from our society (Societal Risks), Govt. must also federal agencies to adopt enterprise expected process flow and outcome. tackle an associated set of threats to risk management. The U.S. Congress itself and to the legitimacy of its policy

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has mandated that state departments and 2 illustrative examples for the same Public Interest/Non-Profit of transportation develop a risk-based for the National Rural Employment Objectives asset management plan by 2019. The Guarantee Scheme & Mid-day Meal Public Entities are typically non-profit United Kingdom has also been taking Scheme. seeking but instead strive to achieve concrete steps to integrate risk-based certain governmental objectives for public approach in its Policy-making. A concrete interest under budgetary constraints. example is the UK document published What Makes Risks by the House of Lords, citing Openness and Transparency, Involvement, in the Public Sector Power to Tax Proportionality & Consistency, Evidence Different from Private Public Entities can generate revenue and Responsibility as components of Risk through taxation and charging for goods management. Organization? and services they produce; private organizations can only charge for the At the local government level, an analysis Public Sector comprises of governmental goods and services they provide to the of websites indicates the following: entities and their agencies. The risk profile market. of these significantly differs from that of 1. Canada: Out of 79 government the private sector profit-seeking business websites examined, 17% have an Political Scrutiny firms. This is because the business enterprise risk management policy. scenario that is applicable to a typical General Management procedures of Public 2. New Zealand: Out of 15 websites Governmental organization most likely organizations are subject to more partisan examined, 33% have an enterprise isn’t applicable to a private firm. These political scrutiny, public accountability risk management policy. differences include: and are frequently seen to have shorter- term planning and budgeting. 3. Australia: Out of 77 websites Essential Government Functions examined, 32 % have an enterprise Special Tax Status risk management policy. Public entities do not have the option of discontinuing their essential services Public Entities are generally exempt from 4. United States: Out of 242 websites owing to the risks involved.eg: law Income Tax and Sales Tax, thus these do examined, 3% have some aspect of enforcement, fire protection, public not figure into their managerial decisions. enterprise risk management. sanitation etc.

The data shows that although enterprise Differing Accounting and Budgetary Procedures risk management is well entrenched in Scope of Exposures government at all levels, its deployment The exposures to accidental and to Public budgetary practices include across all governmental activities, business losses that a public entity accounting for constraints on enterprise risk management adoption faces are different from a private spending, investment funding and tax still has a way to go before it can be organization in because of their activities, considerations that their private sector considered a government norm. legal environment and organizational counterparts do not face. objectives. India, Jamaica, and the Philippines are also taking measures towards mandating risk management. India particularly Special Legal Requirements Contents of a Typical has envisaged an Internal Control and Public Administration, being governed Public-sector Risk Risk Management (ICRM) framework. by a separate set of legal requirements, The framework entails integration of such as State Constitutional Statutes Management an Internal Control mechanism and a etc. creates limitations on their range of Framework continuous risk identification, control, choices and provides certain powers that monitoring and reassessment exercise. private organizations do not have. It also provides Risk management Risk Identification framework customized for GoI operations This involves understanding and listing

APRIL-JUNE 2019 58 CASE STUDY the potential threats that may affect Withstand Public and Political Future of Risk the objectives set-forth for the scheme Scrutiny and effectiveness of the delivery of the A robust Risk Assessment ensures the Management in scheme. policy or scheme successfully withstands Government public and political examinations and Risk Prioritization investigations, including those pertaining The private sector and the business The purpose of Prioritization is to focus to: geopolitics, internal conflict, law, academic community recognize that risk on those risks that are imperative to the regulations, policies, corruption, social management is a necessity. India, with successful implementation of the scheme. activism, terrorism, cyber-threats, its implementation of ISO 9001 standard economic confrontation, destruction in Govt. bodies and several instances of of natural ecosystems, job loss due to Risk Treatment acknowledging risk assessment in its technology and civil unrest/labour strikes. public policies also recognizes this reality. A comprehensive Risk Treatment Plan can While India has been seen to be slower be prepared to ensure effective action Easier to Spot Schemes in Trouble than Australia, Canada, New Zealand, against the Risks identified in congruence South Africa, and the United Kingdom Dovetailing perfectly with any existing with their criticality to the scheme. in risk management implementation, a Project Implementation processes already push by the central govt. in this regard in place, good risk management can Risk Monitoring will likely increase the adoption of risk give the context for understanding the management in its policy design and Risk Monitoring is an on-going assessment performance of a scheme and contributes development process. of the effectiveness with which key risks to any health checks, peer reviews or are being addressed. audits. The growing recognition of the need to manage organizational risks and Risk Assurance Better Quality Data for Design and their costs means risk management will become a government standard. In Risk Assurance is an independent third- Decision Making fact, it will likely end up in a minimum party review/audit mechanism to ensure Risk Assessment for purposes of design competency requirement for government impartial evaluation of the effectiveness identify better options to improve professionals. However, it is critical to of the control measures undertaken. understanding of complex systems understand what the approach to risk whereas continual risk assessment as part management in government will be within of the process for a scheme can help in Risk re-assessment the existing framework of ISO 9001 and better decision making during the course Risk re-assessment or continual the option of ISO 31000 for the future. of the implementation. risk assessment is the periodic risk Given that the ISO 31000 is the model assessment mechanism carried out in its used by most governments around entirety as a systemic component of the Escalations are Clearer and Easier the world, and because it provides a scheme. When a project team can’t deal with a more comprehensive and systematic risk themselves, they need to escalate it approach for the development of a to senior officials with the appropriate risk management strategy, it will likely authority for advice and action. A defined Benefits of Risk become the dominant model in India in process ensures that important risks are the time to come and the stewards of Assessment in Public seen and assessed by the right people at policy level decisions would do well to the right time. Sector integrate it in our Policy-making structure.

Apart from the obvious benefits of Budgets Rely Less on Guesswork carrying out risk assessment for any Risk assessment means that contingency scheme, there are certain specific benefits budgets can be more accurately that can be accrued when risk assessment estimated and rely less on the is carried out for a government policy or professional guesstimates of the project scheme: team.

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Dr. Indrajit Bhattacharya Director, NABET Harnessing the power from Artificial Intelligence (AI)

The most buzzed-about disruptive technologies that are changing business landscapes today are Machine Learning (ML) and Artificial Intelligence (AI). AI technology is poised to become vital to the government, as new mission requirements come more quickly and become more complex. Moving beyond a back-end tool, AI is now taking on more sophisticated roles that can truly amplify human capabilities • Artificial Intelligence is impossible to disregard – it is set to transform society, the economy, and politics • Development of sovereignty in AI by beefing up the talent, data, and hardware it draws on; and as a “regulatory superpower,” country can set standards the rest of the world will follow

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learning how to act. AI does this largely health sector, AI is used to read scans Introduction through machine learning, including and improve the accuracy of diagnoses. ‘deep learning’ techniques. In agriculture, AI can help improve crop Artificial intelligence (AI) is changing the yields. Factories, server farms, and other economy: it is impacting on the way we energy-hungry businesses use AI to shop, on the way we communicate, on the Why AI Matters? become more efficient in their energy way we do research. AI is, in short, set to consumption. be nothing less than “vital to everything”. Indeed, it is difficult to think of areas As manufacturers around the world According to Goldman Sachs, there is that AI cannot speed up, improve, or embrace Fourth Industrial Revolution “potential for AI and machine learning otherwise change. AI: “is a needle-moving technologies such as advanced robotics, to reshuffle the competitive order technology for the global economy , the Industrial Internet of Things (IIoT), across every industry”. However, the impacting every corporation, industry, 3D printing and artificial intelligence (AI), bank also warns that: “Management and segment of the economy in time”, as the local industry needs to look at how teams that fail to invest in and leverage per Goldman Sachs. AI is an enabler that it it will remain relevant and competitive. these technologies risk being passed is impossible to disregard. One of the major opportunities lies in by competitors that benefit from the smart automation solutions like robots, strategic intelligence, productivity gains, robotic process automation and AI. and capital efficiencies they create.” AI What Is AI? IFS predicts that more than half of the helps to improve their operations’ speed, world’s manufacturing companies will use stealth, precision, and efficiency; lessen some form of AI by the end of 2021. AI is the need for manpower (thereby also AI generally refers to efforts to build poised to change how the supply chain limiting human error); and, potentially, computers able to perform actions works, giving the leading organisations reduce costs. that would otherwise require human a significant competitive edge. AI’s intelligence, such as reasoning potential can appear almost limitless. and decision-making. It denotes a AI applications already have significant fundamental shift, from humans telling economic and social benefits. In the computers how to act to computers

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Elements of AI– Data

For the moment, most Three elements, or key inputs, are AI is trained by using large amounts of crucial for AI: access to talent; access to data – hence the related term “big data.” Hardware significant amounts of data; and access For instance, an AI system may be shown With the complexity of AI to hardware and software, including hundreds of thousands of pictures for it to models growing fast, the standard central infrastructure and computing power. learn to identify specific objects. However, processing unit – the hardware in a AI can be trained without big data, using computer that carries out the instructions Talent methods such as reinforcement learning, of the software – has proved to be The rapid development of AI and the which generates its own data and trains insufficiently powerful. This is leading to resulting demand for researchers has by playing against itself. Several AI increasing interest in and development of led to a scarcity of AI talent around the researchers argue that the future of AI lies Graphical Processing Units (GPUs), which world. As per Ian Hogarth “There are in small data. But for now, most of the are a more specialised electronic circuit perhaps 700 people in the world who time: without a lot of data, there is no AI. fast emerging as the pillar of AI. Cloud can contribute to the leading edge of companies (such as Google, Microsoft, Data that can be used for machine AI research, perhaps 70,000 who can Tencent, and others, which are primarily learning can be created by almost any understand their work and participate American and Chinese) are investing in means and in virtually any context. actively in commercialising it and 7 such hardware. The value of the AI-related This includes, for instance, census data, billion people who will be impacted by hardware market (computing, memory, weather data, and health records. And it.” These numbers help to give a sense of storage) is predicted to reach over $100bn data brokers have become shadow power the challenge, though it is difficult to say by 2025, with US and Chinese first-movers brokers; these firms collect and combine exactly how many AI researchers there are capturing most of it. data from different sources, and then sell globally – or how many are needed. them for profit – creating major privacy concerns in the process.

APRIL-JUNE 2019 62 Education of the chance to go beyond mere sovereignty Conclusion to become a norm-setter, embedding its population and AI is set to influence the world in many ethics and values into AI governance and policymakers ways. AI could also provide a chance development, and serving as an example to fight back against AI nationalism. In In a world potentially dominated by AI, to showcase one of its most important doing so, it will need to take significant it is important to adequately train the strengths: that of the power to set steps itself, such as rapidly educating its general population in AI. An educated and standards, to cooperate, and to benefit own citizens and policymakers, as well as informed population may also be more from a single market. For country to substantially increasing investment in AI resistant to handing over too much of its become truly sovereign in AI, it will need and carefully choosing which subfields of data firms and insist on better privacy to strengthen its access to talent, data, AI to fund. laws. and hardware – the three key elements of successful AI. We also need to add a fourth key element: regulation. Indeed, it is in this element that a country has a

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National Accreditation Board for Certification Bodies

NABCB SECURES International Equivalence for Personnel Certification

NABCB, India’s national accreditation Personnel Certification would support body, has secured international many professionals in India especially equivalence for its accreditation where we do not have formal education programme for personnel certification or certificate programme. Any person bodies in the annual meetings of the carrying ISO/IEC 17024 certificate Asia Pacific Accreditation Cooperation with NABCB logo may be recognized in Singapore. NABCB signed the Mutual internationally. It can also be used by Recognition Arrangement (MRA) of the regulators for establishing confidence in Asia Pacific Accreditation Cooperation certified personnel for different activities. (APAC) for its accreditation programme based on international standard, ISO/ With the above recognition, NABCB hopes IEC 17024. ISO/IEC 17024: Conformity to facilitate export of Indian services and assessment - General requirements for skills into the world market by attesting bodies operating certification of persons that persons are certified following which specifies criteria for the operation international standards by the certifying of a Personnel Certification Bodies (also bodies. known as a certification body for persons). The standard includes requirements for the development and maintenance of the certification schemes for persons upon which the certification is based.

NABCB has currently accredited one certification body for Personnel Certification and has 4 applicants. This programme will help professionals to get certified based on their competence in any required field. NABCB is already supporting Ministry of AYUSH and has accredited a certification body for certification for Yoga professionals. This would promote Yoga certification scheme internationally.

65 www.qcin.org QUALITY INDIA National Accreditation Board for Certification Bodies

FROM THE NATIONAL ARENA

NABCB celebrates World Accreditation Day 2019

The World Accreditation Day is citizens through supply chain celebrated on 9th June each year and requested stakeholders as it is a global initiative, jointly to join the momentum. Dr. established by the international USN Murty, Director, National bodies, International Institute of Pharmaceutical Accreditation Forum (IAF) and Education and Research the International Laboratory (NIPER) was the chief guest at Accreditation Cooperation the celebration of the World (ILAC), to raise awareness of Accreditation Day in Guwahati. the importance of accreditation He said that quality is important among stakeholders. Each year a from product to process to theme is finalized and the theme market to consumer throughout this year was “Accreditation: the supply chain. Adding Value to Supply Chains”. NABCB celebrated the event Programme at all locations had jointly with other accreditation participation of speakers from bodies of Quality Council of government organisations, India: National Accreditation regulators, industry, consumer Board for Education and Training organisations and consultants. (NABET), National Accreditation Board for Testing and Calibration Laboratories (NABL). The celebrations involved organisation of events at four locations at Delhi, Mumbai, Guwahati, Chennai.

The event was inaugurated by Lt Gen Sanjay Chauhan, Director General, Directorate General of Quality Assurance (DGQA) at Delhi and he stressed the need for using accredited conformity assessment practices in supply chain. The programme was inaugurated by Mr. Adil Zainulbhai, Chairman, QCI in Mumbai. In his inaugural address he informed that QCI is gaining momentum in its vision to improve quality of life of Indian

APRIL-JUNE 2019 66 National Accreditation Board for Certification Bodies

ISO/IEC 17020:2012 training for assessors AMTZ in collaboration NABCB Conducts from 13-15 May 2019 at Hotel Sarovar with NABCB, AiMeD training on different Portico, Nehru Place. The training was forms IBSC to conformity attended by 8 participants and faculty for programme was Ms. Shobha Hegde & Ms. strengthen biomedical assessment standards Rajalakshmi Subrahmanyam. engineering skill sector to train assessors

Andhra Pradesh Med Tech Zone (AMTZ), NABCB has conducted training courses in collaboration with NABCB and for assessor for different standards which Association of Indian Manufacturers of include ISO/IEC 17065, ISO/IEC 17021 and Medical Devices (AiMeD), has formed the ISO/IEC 17020. Indian Biomedical Skill Consortium (IBSC) to strengthen biomedical engineering A 5-day training on ISO/IEC 17065 and skill sector. This is a significant step as auditing Skills for officials from Legal there is a huge demand for certified and Metrology Division, Dept. of Consumer NABCB Assessors’ skilled biomedical engineers to serve Affairs (DoCA) and NABCB Assessors was medical technology industry. When Indian conducted from 12-16 Apr 2019. Ms. Conclave manufacturers export their products like Shobha Hegde and Ms. Rajalakshmi Computed Tomography (CT) scanner Subrahmanyam, both Lead Assessors of NABCB conducts assessors’ conclave to or capital equipment for installation, NABCB, were faculty for the training harmonise the assessors twice each year. calibration and servicing, it is mandatory programme. The programme was highly The first set of conclave for NABCB to have a certification which is valid appreciated and attended by 7 persons assessors was held at Udaipur on 26-27 internationally. Till date 125 biomedical from DoCA and 6 NABCB assessors. April 2019. The conclave was attended by engineers have been certified. IBSC 54 assessors. The first day of discussions conducts skill assessment for biomedical focussed on harmonisation of issues professionals at more than 50 test centres related to certification bodies. The second pan India twice in a month. IBSC has day of assessors’ conclave i.e. 27th April also signed an MoU with the Association 2019 at Udaipur had discussions related for the Advancement of Medical to inspection bodies to harmonise the Instrumentation (AAMI), USA, wherein process of assessment. The assessors IBSC certified candidates will have equal were provided with updates on ILAC and opportunities to practice biomedical IAF meetings as well formation of APAC in NABCB conducted ISO/IEC 17021:2015 profession globally. the region. training for assessors between 22-24 April IBSC is a pioneer initiative of AMTZ done in 2019 at Hotel Sarovar Portico, Nehru collaboration with NABCB - QCI and AiMeD Place. The training was being attended by to establish an institutional mechanism 10 participants. The faculty for the for certification and skill development. programme was Ms. Shobha Hegde, Lead IBSC proposes to develop an equivalence Assessor, NABCB and Dr. S Ravi Shankar, system of value-based assessment Lead Assessor, NABCB. NABCB conducted covering educational training, work experience and competency possessed by practitioners of biomedical engineering skills.

67 www.qcin.org QUALITY INDIA National Accreditation Board for Certification Bodies

Workshop on CORSIA NABCB holds FROM THE requirements for Technical Committee INTERNATIONAL validation and for Oil and Gas sector ARENA verification bodies 7th Meeting of NABCB’s Technical Committee for Oil & Gas Sector was held Directorate General of Civil Aviation NABCB participates on 12th June 2019 at Quality Conference (DGCA) organized a workshop on Carbon Hall, IEI Building, New Delhi. PNGRB had in PEFC Global Offsetting and Reduction Scheme for notified two new regulations, namely International Aviation (CORSIA) under Accreditation body T4S for LPG Storage, Handling and International Civil Aviation Organization Bottling Facilities Regulations, 2019 training (ICAO) Scheme requirements for and T4S for LNG Facilities Regulations, Validation and Verification Bodies (VVBs) 2018. Accordingly, NABCB had prepared Ms. Vani Bhambri Arora, Deputy on 12th April 2019. Four NABCB assessors two draft guidelines for identifying the Director, NABCB participated in and one person from NABCB staff Competence criteria, team member “PEFC GLOBAL ACCREDITATION BODY participated in the programme to learn strength and Sub-sector categorisation TRAINING” held on 23-23 June 2019 in more about the CORSIA scheme. NABCB is applicable for each regulation. Same were Seoul. set to provide accredited VVBs to DGCA for put up before the TC members by NABCB. CORSIA as 2 applications for the scheme is PEFC is a Global Alliance and is an under progress. NGO, initially founded in Paris by 11 European countries and later many countries joined hands. Till date PEFC has endorsed 451 national forest NABCB participates in certification system. Food Processing and The training was attended by 35 Technology Summit at participants from 12 economies Kolkata including APEC participated in this training programme.

NABCB has already approved a certification body GICIA India Pvt. Ltd. under “Network for Certification and Conservation for Forest “ scheme of Forest management. They are also applicant with NABCB for ISO 17065 accreditation under this scheme. Ms Sashi Rekha, Director, NABCB participated in the inaugural session of Food Processing and Technology Summit at Kolkata on 12th April 2019. In her inaugural addressed she stressed on the need to have world class regulations in food sector. She also informed the participants that in the absence of the regulations option to depend on voluntary certification schemes such as India GHP, India HACCP which are world class would be the route.

APRIL-JUNE 2019 68 National Accreditation Board for Certification Bodies

NABCB Staff elected in NABCB accreditation at a glance APAC Committees

Ms. Sashi Rekha, Director, NABCB and Dr. New Applications Aparna Dhawan, Joint Director, NABCB have been elected as APAC MRAMC During the quarter Apr-Jun 2019, NABCB received applications Member and APAC Communications and for NABCB accreditation in Management Systems (7), Product Promotion Committee Chair respectively. Certification (2) and Inspection (4) as follows: The election of the NABCB staff is a feather in the cap of NABCB and NABCB continues Quest Certification Pvt. Ltd. to hold leadership positions in APAC. for EMS as per ISO/IEC 17021-1

Quest Certification Pvt. Ltd. NABCB delegation for OHSMS as per ISO/IEC 17021-1 participates in APAC Cotecna Inspection India Pvt. Ltd. meetings for QMS as per ISO/IEC 17021-1

Mr. Anil Jauhri, CEO, NABCB and Cotecna Inspection India Pvt Ltd Dr. Aparna Dhawan, Joint Director, for EMS as per ISO/IEC 17021-1 NABCB participated in first Asia Pacific Accreditation Cooperation (APAC) Cotecna Inspection India Pvt Ltd meetings held between 15 June to 21 for OHSMS as per ISO/IEC 17021-1 June 2019 in Singapore. These were the first set of meetings since the formation of International Certification Services Pvt. Ltd. APAC regional body early this year. Mr. Anil for OHSMS as per ISO/IEC 17021-1 Jauhri was the Guest of Honour during the inaugural session of APAC meetings Lex Nimble Solution Ltd. and he updated the participants about for ISMS as per ISO/IEC 17021-1 developments in the accreditation & conformity assessment landscape in India. UL India Pvt. Ltd. Mr. Anil Jauhri also attended the Executive for Product Certification as per ISO/IEC 17065 Committee meeting as he represents NABCB in Executive committee. The APAC Halal Shariat Islamic Law Board meetings had discussions related to for Product Certification as per ISO/IEC 17065 technical issues, review of few reports of evaluation and also involved signing of BlueSky Sustianable Business mutual recognition. for Inspection as per ISO/IEC 17020 Ms. Sashi Rekha, Director NABCB attended the meeting of FSSC for ABs on 3rd April TRIGO Quality Production Services Pvt. Ltd. 2019 at the offices of EMA - the Mexican for Inspection as per ISO/IEC 17020 Accreditation Body, in Mexico City. The draft version 5 of the AB requirements Basmati Export Development Foundation was discussed and finalised during this for Inspection as per ISO/IEC 17020 meeting. International Inspection Services Pvt. Ltd. for Inspection as per ISO/IEC 17020

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NABCB Accreditations (as on 30 June 2019)

Scheme Accreditations Applications Quality Management Systems (QMS) 37 14 Environmental Management Systems (EMS) 10 05 Inspection Bodies (IB) 52 23 Food Safety Management Systems (FSMS) 17 07 Occupational Health and Safety Management Systems (OHSMS) 07 04 Product Certification (PCB) 12 09 Information Security Management Systems (ISMS) 05 01 Energy Management Systems (EnMS) 05 - Information Technology Service Management Systems (ITSMS) 01 - Personnel Certification (PrCB) 01 04 Road Traffic Safety Management Systems (RTSMS) - - Trustworthy Digital Repositories Management Systems (TDRMS) 01 - Greenhouse Gases - 02 Medical Devices QMS (MDQMS) 09 08 Media Coverage for NABCB and its activities

NABCB appeared in the various media coverage for its different activities. The media clippings are available on the NABCB website at the web link: http:// nabcb.qci.org.in/media-coverage.php

APRIL-JUNE 2019 70 @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

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APRIL-JUNE 2019 72 @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia QUALITY INDIA

National Board for Quality Promotion

manpower and increasing productivity in 2-Day In-house Seminar on Industry the manufacturing industry. The webinar Awareness Program 4.0 -- A road to Smart was wrapped up by opening the floor for on Food Safety Engineering questions in the Q&A session. Management Systems Awareness Program per ISO 22000:2018 Date: 17th June, 2019 on Importance of Date: Venue: Implementing Energy • 22nd -23rd Apr, 2019 (Batch 1) Pragati Maidan, New Delhi Management Systems • 24th – 25th Apr, 2019 (Batch 2) About the program: ISO 50001:2018 • 29th – 30th Apr, 2019 (Batch 3) It was a joint collaboration by NBQP- QCI Venue: with EEPC INDIA in Machine Tools Show Date: 2019 at Pragati Maidan, New Delhi. The • 21st May, 2019 (Raipur) National Institute of Food Technology seminar witnessed participants mainly • 30th May, 2019 (Ahmedabad) Entrepreneurship and Management, as the exhibitors from the events, who Kundli, Sonepat, Haryana • 13th Jun, 2019 (Vijayawada) were briefed about the evolution from • 26th Jun, 2019 (Jaipur) About the program: I2.0 to 3.0 and eventually to I4.0. It also showcased implementation of I4.0 in Venue: The objective of this program was the manufacturing sector and its cost Raipur, Ahmedabad, Vijayawada, to familiarize the students with the implications. standard, especially focusing on clauses Jaipur pertaining to the revisions compared to its previous version. It focussed on About the program: clauses of High- level structure such as Webinar on The program was conducted by QCI as Scope, Normative references, Terms and Collaborative Robots a part of the Regional PAT Workshops definitions, Planning & Operation and also organised by Bureau of Energy Efficiency on control measures identified by hazard (BEE). The objective of this program Date: analysis w.r.t Food and Feed Industry. The was to familiarize the existing & new 19th June, 2019 program was concluded with a case study Designated Consumers of Bureau of Energy Efficiency (BEE) on Energy presentation wherein the students were About the program: asked to put forward their views on the Management Systems ISO 50001:2018, various clauses of FSMS in the same as a NBQP, in association with MixORG, hosted its requirements & its importance. The group exercise. a webinar on COBOTS (acronym for Designated Consumers (DCs) were collaborative robots). The attendees were explained the entire process on how It was conducted by NBQP in three provided key insights about how a COBOT BEE/QCI are implementing Energy batches for the students pursuing M. Tech functions across domains. They were Management Systems in 10 Designated and PhD in Food Technology. also told about the advantages of using Consumers of various sectors and the a COBOT which focussed on reducing advantages of implementing the same.

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2-Day In-house 2-Day In-house program on program on Environment Quality (ISO 9001), (ISO 14001) and Environment Occupational Health (ISO 14001) and & Safety (ISO 45001) Occupational Health Management Systems & Safety (ISO 45001) Management Systems Date: 16th-17th May, 2019 Date: 13th-14th June, 2019 Venue: Narora Atomic Power Station, Narora, Venue: UP Haryana State Warehousing About the program: Corporation, Panchkula, Haryana The program was conducted by QCI as per About the program: the request received from Narora Atomic The program was conducted by QCI as per Power Station (NAPS). The program the request received from Haryana State was focussed on Environment, Health & Warehousing Corporation. The program Safety requirements. Participants were was focussed on Quality, Environment, made aware about all the clauses of the Health & Safety requirements. Participants Environment Management Systems ISO were made aware about all the clauses 14001:2015 and Occupational Health of the Quality Management Systems ISO & Safety Management Systems ISO 9001:2015, Environment Management 45001:2018 standard, their need & their Systems ISO 14001:2015 and Occupational importance. Important discussion on Health & Safety Management Systems Hazard Identification & Risk Assessment ISO 45001:2018 standard, their need & was also done. their importance. Risk Identification & Assessment, being the important area introduced in the latest version of the standard was also discussed.

APRIL-JUNE 2019 74 MEMBERS WRITE @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

75 www.qcin.org QUALITY INDIA MEMBERS WRITE Service Companies – Why They Lag Behind

Prashant Hoskote Managing Partner & CEO, Q3EDG Consulting Pvt. Ltd. (Former Sr. Director, Max Group)

Most of the Service So, while there have been some a good – high quality – coffee service companies that have break”? companies have yet demonstrated leadership and to adequately address remarkable results, many have The answers varied greatly the competitive edge of found quality management depending on whether the respondents were hotel quality. Despite significant, and business excellence to be difficult and even non- managers or actual guests. For and in some cases rewarding. Some of the reasons hotel managers a good quality exceptional, progress in for these observed difficulties coffee break included: timely availability of coffee, extras managing for quality by shall be examined and concrete suggestions for implementing (buns, fruit, etc), attractive manufacturing companies quality management in service display, clean china and clean in the past few decades, companies suggested. table setting. This sounds reasonable enough. Who could service companies have possibly have a different idea? lagged behind. Being Customer The guests did. The guests’ response to the same question Driven was quite different. They wanted: hot coffee or equivalent, fast Although almost everyone line (especially for a refill), close realizes the necessity of focusing and high capacity washroom, a on customer needs, wants and smoking room, plenty of room expectations, this is an area to chat and network with other where many service companies attendees. are still struggling. They have not defined quality clearly for their key service operations, have few So, the first and often fatal or no measurements in place, on failing in many service critical service parameters and companies is a lack of a are basically operating blindly. clear understanding of what customers want in the first This point was dramatically place. illustrated in a recent situation in a hotel. The question posed A second failing is the lack of was quite simple: “What makes an adequate measurement

APRIL-JUNE 2019 76 system. Many service companies just They do not know how they are doing. Many have found have amateurish ‘customer satisfaction purchase that a ‘delighted’ customer, surveys’ that are only loosely, if at all, decisions, one much more than merely ‘satisfied’, related to the customers true satisfaction, solely on how well is five times more likely to buy other willingness to remain a customer, they are doing, but how well they are financial products, as is the customer who or more importantly willingness to doing with respect to competitors. is just satisfied. Moreover, these delighted become a bigger customer. This lack of customers are also four times less likely Many companies have been surprised to connect between customer satisfaction to leave the bank than others who are just see that their market shares falling even measurement and sales, repeat sales, satisfied. though their service quality indices are increased sales and cost of sales means improving. They fail to compare their that the company is just guessing at what In fact, this bank was surprised to discover measures with similar measures on their quality and process changes will actually that there is very little difference between competitors. If competition is improving help improve the company’s performance. customers who are ‘satisfied’ and those even faster, companies may continue to who are ‘neutral’ or even ‘dissatisfied’. The importance to going beyond the goal fall further and further behind. These customers are continuously of satisfied customers, to loyal customers shopping around. On the other hand, the was demonstrated by a study by a bank ‘very satisfied’ or the ‘delighted’, are the recently. Banking as we know is a very real revenue providers, the loyal ones, the Product Quality - in a competitive business but somehow this ones that approach the bank first when bank has been doing well. In fact, it is the Service Company they need a product they might have. second most profitable bank. There are important lessons to be learned in their The third failing in this critically The primary driving force behind approach to the customer. important area of customer focus is not customer satisfaction is the quality of the understanding that all measures are ‘service product’ offered. Here service The bank developed several statistical relative. Many service companies are so quality is no different than manufactured models to understand customer behavior internally focused that they forget the products. Too many service companies as a function of customer satisfaction. obvious that customers do not make their have fallen victim to the ‘Smile School’ of

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service quality management. An airline meetings, reports, and other internal that greets all passengers by name and bureaucracies – manages to complete the with a big smile and provides wonderfully task in 17 minutes but turns it around in personal friendly service throughout the 22 days. flight, may still find its sales declining. The customers also care and care deeply Many service companies have taken about the airline’s product quality: safety, old fashioned manual processes and on-time arrivals, handling of baggage, automated them. Now they have old maintenance of aircraft interiors, ease of fashioned automated processes. Looking ticketing, seat assignments and so on. at how technology can be used to dramatically improve processes, one finds Fortunately, these things can be that most of the opportunities are still measured. Their importance to customers waiting to be grasped. can be estimated. These aspects of In Summary service quality can be imagined, perhaps Other companies have radically changed even easier than the less tangible human their processes through new technology A few service companies contact side of quality. – Digitial Transformation, as they call have made remarkable it. Perhaps the most visible change the progress in Service Quality It is essential to continuously update use of chatbots, Artificial Intelligence, management in the past few knowledge about the customer, Machine Learning and so on. Banks, for years. But a vast majority competition and the industry. Definitions instance, have realized that customers are has just about started. of customer satisfaction and product really not interested in friendly, smiling quality must be continuously improved. tellers when they can have 24 x 7 service Most of these failings with effectively no waiting through the are tied to three areas extensive use of ATMs and Service Centres. discussed above -- lack of clear knowledge about Process Management Another insurance company recently what drives customers’ demonstrated how to combine improved buying decisions, an unclear Unfortunately, all the work implied process design and new technology. By knowledge of the quality above on customer focus and product changing the policy issuance process and of the service product quality is not enough. Costs should also taking advantage of other technology being offered and a failure be managed. It is not enough to have the solutions they are now able to issue a to improve the processes best product or provide the best service. new life insurance policy in less than sufficiently to see real cost If someone else can provide equal (or 60 minutes – while the agent is still reductions. even better) product and service quality in the customer’s home. The needed at a lower cost, then it is a losing battle. information is stored in their laptops and In the final analysis, Application of all known methods of the agent enters the relevant details and Quality Does Make Money! quality management to continuously customer needs while questioning the improve the efficiency of processes must customer. The agent then prints a copy be done. of the policy for the customer’s approval, transmits the file by modem to the home Examples of how far one can still go in office and it becomes effective before the many service companies abound: An agent leaves the customers home. insurance company recently found that it took an average of 22 days to turn around a customer’s life insurance claim, yet the average amount of time spent internally on attending to the claim (of any kind), consumed 17 minutes. This rather typical organization – with its policies, sign-offs,

APRIL-JUNE 2019 78 MEMBERS WRITE Types of Documented Information in Quality Management System

Deepak Bandyopadhyay Technical Expert, NABCB

The standard, ISO Documented information is necessary so that the right a tool for both sustenance and latest version of the 9000:2015 Quality and improvement in a Quality document is available to the management systems Management System (QMS) as right person, for use. – Fundamentals and per the standard, ISO 9001:2015 b. For improvement – vocabulary, defines Quality management systems – Retained information Requirements. The following will like work log sheets, “documented information” illuminate this thought: observations on machine as – “information performance, down-time a. For sustenance – and capacity utilization required to be controlled Documented information of equipment at shop and maintained by an like manuals, procedures, floor, ambient conditions, work instructions, extent of competence organization and the terminologies, and accomplishment of medium on which it is specifications, manner of workers on job allotted, contained” collection of data, formats either on shift-to-shift or and media, etc are all day-to-day basis, laboratory needed to be maintained, findings and observations, keeping in mind the current calibration details, etc, and future requirements. are all needed to be These are needed by the documented. These have organization to operate historic connotation and in an orderly manner relevance for reference to moving towards success in chalk out future actions. achieving its goals. These These are also needed by documents are amenable the management of the for modification with time. organization to assess These are to be controlled achievements and failures to ensure appropriate in its performance within use and reference. The a given time period (i.e. phrase ‘control of a results achieved, the extent document’ means the of success in meeting the ideation, development, set objectives or provide authorization, issuance, evidence of activities implementation and actually performed). periodic modification or Traceability is important withdrawal as and when in case investigation on

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aberrance or excellence. These are to maintain an efficient and vibrant QMS. now enshrined in this if, intelligent, non-editable and are not amenable In the above perspective, the documented experienced and knowledgeable QMS for amendment or modification. information for QMS can be of the professionals scrutinize, contemplate These are to be preserved for varieties as shown in the Table below. The and speculate with newer ideas, weighing a period as decided by the initiation of preparation of this Table took the different aspects of quality risks in organization and then disposed place recently during a meeting of minds the respective work areas. The article off in an appropriate manner so of co-professionals. It may be used with “Quality Risk Assessment (QRA) to Cover that information on technical, advantage to develop and maintain a QMS ISO 9001:2015” published in the July- administrative and commercial interests of the organization is not worth its name. It is, however, submitted September 2018 issue of “QUALITY India” jeopardized by any adversary. that though due care has been exercised also be referred for considering the in preparing this Table, it is not inviolable different aspects of quality risks. The above needs are relevant in all or sacrosanct and further refinement industrial, commercial and administrative of the thought process is possible as activities in any organization which strives

DOCUMENTED INFORMATION MAINTAINED RETAINED For continuity For continuity For efficient initiation For effectiveness For efficient For effectiveness of QMS as a of QMS as a of QMS of QMS initiation of QMS of QMS management tool management tool ISO 9001:2015 Clause number Clause number Clause number Clause number Clause number Clause number 6.1.1 4.4.2 (a) 4.3 5.2.2 (b) 4.4.2 (b) 7.1.5.1 8.1 (e) 5.2.2 (a) 7.1.6 7.5.3 7.5.2 (a) 6.2.1 7.3 7.2.(d) 8.5.1 (a) 8.2.4 8.2.3.2 8.3.2 8.3.3 8.5.1 (f) 8.3.4 (five) 9.1.2 8.3.5 9.1.3 (seven) 8.3.6 8.5.2 8.5.3 8.5.6 8.6 8.7.2 (four) 9.1.1 9.2.2 (f) 9.3.3 (two) 10.2.2 Total Total Total Total Total Total 1 plus Manuals, Pro- cedures, Work Instruc- 2 4 8 2 17 tions, Formats, etc.

Note: The above Table can also be used during auditing a QMS as per ISO 9001:2015.

APRIL-JUNE 2019 80 MEMBERS WRITE Revamping Judicial System - Key to World Transformation (Enhancing the Quality of Life)

Vishal Gupta Industrial Services, Manager (Projects), SGS India Pvt. Ltd.

JUSTICE is the key aspect of GOVERNANCE. 
   No entity is isolated   from it. It starts at  self-level and ends   at the universe level. Success of Governance  

depends upon the   judicial system. Entity   dis-satisfaction is there  

at any instant but the   important aspect is of effective handling

mechanism for it. Judicial system initiates from self wherein the mind itself does the justice day-in day-out based on its knowledge and experience. However, results and circumstances do go according to it, which can only be explained in terms of the KARMAS. Karmas is nothing but sum-total of the actions carried out. Similarly, it is for other different levels.

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are made according to the requirements 8. No significant role of BAR COUNCIL to have appropriate governance and not to ensure justice reaches to common   for benefit of individual entity. man

 Talking specifically about country like 9. Over-loaded Judges  India, where crores of cases are pending, 10. No appropriate interaction between who is responsible?? What are the judiciary & government to reduce the  problems associated with the system cases coming to courts and who is responsible for identifying it  11. Up-dation of laws at filthy pace and to mend them? What should be the timeframe for closure of cases? 12. Superiority concern between judiciary and government, both using The key points for the judicial system is Overall, what should be the QUALITY each other for their gains the laws, rules, codes and regulations parameters for the judicial system and the based on which the judicial system The various solutions that can be governance? Who should list down the adjudicates. Interpretation varies from implemented are as under: parameters, monitor and control them? person to person based on its educational 1. Filling of judicial posts in a time- background, values, preferences and Key problems faced by common bound manner composite wisdom. With technology men are: being upgraded at the very fast level 2. Usage of expatriate judges where and is approaching to a common man, 1. No knowledge of laws, rules, codes case is between two organizations it is challenging the judicial system at and regulations wherein no government entity is all levels which had failed miserably 2. No timeframe for closure of cases involved leading to mis-governance, terrorism and 3. Lack of transparency 3. Identification of key performance environmental disbalance. indicators for Judges, advocates and 4. Rampant inherent corruption in the consolidation of their legal cases Judicial system is the part and parcel of system data governance as governance is incomplete 5. No appropriate mediation facilities without appropriate judicial system. 4. Dispersal of fees of legal counsel for resolving matter Various stakeholders to the Judicial from court depending upon their system at the country level are: 6. Improper guidance by advocates performance or stage completed 7. Harassment on the part of the 5. Live streaming of cases Judicial system includes Advocates, Bar advocates, working in lobbies 6. Limitation of number of cases that can be handled by advocates or law firms

 7. Involvement of advocates   in arbitration and for providing   mediation facilities       8. Making it mandatory for  attaching one facilitator for completion of deal, which are        prominent sources from where cases arise    
   

  Council, different courts and Law Ministry.   Laws have been framed by the Parliament or highest authority of the country. Laws

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18. Attacking the sources of cases to make system appropriate at that point  19. Limitation to assignments to be given to judges  post retirement    20. Judiciary must review of its own and object to    laws which are unconstitutional. Government       should change it without conflicting it
     21. Integration of judicial system of one country           
        
              
            9. Research and Innovation Wing to be developed  by judiciary to advise government for creation or         making changes in laws     10. Restricting advocates from doing their practice      while being a part of the government or after    leaving government or being a part of any     
 political party 11. Advocates to submit their financial return with the judiciary 12. Penalty to be imposed over advocates for delaying adjudication of the cases and cases to with the other through prominent role to be be disposed of in a time-bound manner played by United Nations 13. Gradation of advocates to be based on their field 22. One representative of Law Ministry / Judiciary of expertise and experience should be on the Governing Body of Quality 14. Bar Council to be made responsible for ensuring Council of India justice reaches to a common man. It should have key performance indicators This is the start of the transformation of the 15. Every year National / State level Judicial Governance system through Judicial system revamp Conclave must be held to discuss problems and throughout at planet Earth without which it is not finding solution to them. possible to complete the transformation. It would 16. Re-work over formatting of legal documents, bring a revolt in the lawns of judiciary; however, it making them more effective is important for appropriate governance at planet Earth. Judicial system transformation is not going 17. Transferring high-profile organization cases to to stop any more till the Quality of Life has not been other countries imparted to the common person.

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Proactive Approach to Achieve

Mahesh Hegde M K Somanathan Defect-Free Counselor, TQM Head, QMS, Ashok Leyland Product

Need for Proactive Philosophy Tools and Method Approach Understand the Process Process Flow Diagram

It is easy to say "DO RIGHT FIRST Macro to micro-level sequence Dividing operation into elements TIME," but to practice it is a hard Step-1 of activities within each process, Linkage of product characteristics with nut to crack if you do not know expected outcomes, sources of process characteristics and incoming what tools and methods to follow. variations, etc. source of variations.

Process FMEA Tools and Methods Identify Failure Modes & Causes Error Identification checklist (16 Er- to Achieve Defect- Step-2 What can go wrong? Why it can rors), Master Ishikawa Diagram, Cause Free Product go wrong (cause)? What is the risk Analysis Table, Past Trouble Data Base involved? (PTDB), Why-Why Analysis, 13 Error Prevention Principles This article is focused on effective usage of few techniques like Control Plan (QCPC) Human Error Prevention, Process Define How to Control FMEA, SOPs, Proactive usage of Product & process parameters to be What to control? When to control? DOE. Table-1 shows how to arrive Step-3 controlled, specifications, measure- How to control? How much to con- at process controls. ment techniques & frequency, control trol? Who has to control? methods & reaction plan.

Apply Control Methods Achieve Defect-Free Product Error proofing, SOP, operator training Step-4 Control the process to achieve and skill evaluation, control charts, defect-free product. first piece approval, fixture design, functional testing, etc.

Table 1. Defect Prevention Philosophy and Proactive Tools

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Step 3: Generate Multiple solutions using Why Operator Errors? 5 main principles (13 sub principles) of Human error prevention method of Dr. Many ‘why-why’ analysis end with Nakajo. (Not part of this article) operator error which is difficult to tackle Step 4: because of some beliefs like – error is Prioritize solutions and implement human. There is a need to go deeper into Human Error Identification: Note only 4 are shown out of 16 errors in table 2. why does an operator make error, what would be an appropriate solution? Activities within Operation • I don't Know, so I do mistakes. 20% 1.Pick 2.Mount 3.Pick up 4. Paste 5. Pick 6. Re- 7. Self of human errors attributed to lack of up part the foam foam up the move check & the on the & remove on part. roller part keep in knowledge plas- fixture adhesive Repeat and from the bin 16 Error • I know, but I don't have Skill, so I do tic tape step 3 move the Checklist part sticker and 4 roller fixture mistakes. 15% errors are attributed to paste on the to skill more foam foams with • I have Skill, but I cannot follow pressure SOP. 25% errors are attributed to - Forgot Forgot to Forgot Forgot motivation (1) to mount pick up to apply to check on fixture the foam roller I cannot follow SOP because it is difficult. Omission - Forgot If SOPs are difficult to follow, look for to clamp simplification of methods without • Adding Exces- (2) compromising its effectiveness. Provide less sive or number insuf- some tools, fixtures to simplify Excessive/ Insuffi- of foams ficient applica- I cannot follow SOP because I don't want cient Rep- etition tion of to follow. Motivate them to follow SOP roller Result = Skill X Will (3) Wrong Wrong foam pasting I have Skill & Will to follow SOP, but I Wrong picking se- forgot. Forgetting, Misrecognition, Wrong Order sequence quence perception can be attributed to remaining Late (4) 40% errors. We need to apply "Poka-Yoke" pasting Early/Late after Execution sticker removal Method to determine possible Human Errors Effective process Proactively and to find FMEAs solutions The Quality of FMEA is determined by “depth of identification of causes” and Step1: Write operation (steps /elements) “extent of new controls identified through and identify all possible human errors FMEA”. This can be ensured by using using 16 error checklist developed by Dr. drawings (for what is expected and what Nakajo as shown in Table 2. is not expected), Past Trouble Data Base, Step 2: Include all errors in FMEA, analyze Technical Knowledge, Master Ishikawa risk and prioritize where control is Diagrams or Tree Diagrams for each failure needed. mode. Separately looking for controls on failure mode and each cause, Usage of

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Detection of Failure mode Detection of Cause Prevention of Cause Purpose Protect Customer (Does not stop Give early feedback to process. Take Reduces possibility occurrence of generation) action before defect occurs cause. Hence occurrence of defects.

Examples “Cracked tube automatically Example: Checking coolant Concen- Example: For less strength “wrong roller falls into rejection bin”. Customer tration(cause) at defined frequency selection” is cause. Sub-cause is opera- protected. reduces occurrence of variation in finish tor could not distinguish rollers. Control (Failure mode) identified is colour coding

Cause Analysis Table to identify need for past troubles from different sources like Controls on Failure Mode and Causes are shown in Table 3. SOPs or other standards and adherence design, testing, process development, to standard, Why-Why analysis to identify internal defects, customer complaints, control at sub-cause level, 13 principles warranty, abnormalities in production, for human errors. breakdown etc. Some of the companies have implemented excellent system of capturing "Past Trouble Data Base" Setting process which contains all trouble history, why it happened, lessons learnt. People who parameters at solve these problems keep updating PTDB optimum level using which is referred for upcoming process development. All troubles (100%) of the Design of Experiments company troubles should go to PTDB and feedback to new process should be 100%. Today we have better methods to set It should provide input to Process FMEA. process at optimum level. Taking the This will ensure that we will not do the input from technical knowledge and same mistake again. set the process at optimum level input through DOE. Conclusion

Making a best-in-class This paper was aimed at drawing SOP attention towards importance of proactive approach. SOP is the "current best way" or "best known way". References

Failure can lead to Prof. Takeshi Nakajo and Prof. Hitoshi Kume, "The principles of fool proofing and success, if we learn these application in manufacturing" from it

We keep doing same mistakes and keep solving them. Each problem presents an opportunity for lessons to learn. Success lays in learning from these failures and preventing them in future. It requires a strong system to capture all

APRIL-JUNE 2019 86 MEMBERS WRITE Relevance of ISO-9004:2018

Virendra Kumar Gupta Assessor

ISO-9004 has This is an excellent text for A brief review of the ISO- learning: 9004:2018 (the latest version) been revised by is being given below. This can the International • Detailed explanations of be of use to you to judge the Organization for ISO-9001 clauses -- excellent utility of ISO-9004 for you/your tutorials Standardization organization. during mid- 2018. • Other possible improvements in the quality Recently, it has also system as well as in general What is it? been published by management ISO-9004 is a member of the ISO- Bureau of Indian • Self assessment tool leading 9000 Family of standards. Standards. So, it is to maturity of processes It is titled “QUALITY available as IS/ISO: Very little is known to the MANAGEMENT -- QUALITY OF AN 9004-2018 professionals about this member ORGANIZATION -- GUIDANCE TO of the ISO-9000 family of ACHIEVE SUSTAINED SUCCESS”. standards. So it is related to: Introduction • Quality management • Quality of an organization During my various interactions and with the quality practitioners • Guidance to achieve and professionals, I find that sustained success though the knowledge of ISO- The reader can notice 9001 is there, awareness about the absence of the words ISO-9004 is mostly absent. ‘requirements’ or ‘standard’. The practitioners are just aware Therefore, this is NOT a about the existence of ISO-9004 standard; it is one of the many in the ISO-9000 Family, but no guidance documents issued by application/usage of this is seen the International Organization in the business world. for Standardization. There are no ‘shalls’ in the entire text; there are only ‘shoulds”.

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Your organization CANNOT BE CERTIFIED utilizing any/many of them. Some are • The section includes a brief write up for ISO-9004 but there is lot to learn and repetitions from ISO-9001, perhaps to re- on policy and strategy apply. enforce the importance. • Table 1 lists excellent (generic) examples of actions to address competitive factors Beginning Elaboration and All other paras similarly elaborate the description of each other clauses. Each one can be truly called It starts with a definition ofQuality of an a tutorial on the respective clause. Two organization which is just like the ISO- clause of ISO-9001 paras relating to Process management 9000 definition of quality of a product/ and People are highlighted: service. You can try to identify the From para 5 onwards, each clause of ISO- inherent characteristics and the assigned 9001 has been explained in depth through Para 8-Process management ones (if any) of your organization. It will various ‘shoulds’. (The organization has to surely be interesting and may not be easy. decide what is relevant to it). A few salient • Determination of processes ones are given below: • Managing processes -- quite a detailed description of the various Sustained success of Para 5- Context of the aspects of managing processes the organization organization including risk assessment The explanation includes determination Para 9.2-People You have to develop your own of: understanding of the word ‘sustained’. • Relevant interested parties • Engagement of people How long does it mean? Shall this be with • External issues and • Empowerment & motivation of growth? • Internal issues people and of course Were Kodak and Nokia sustained The focus is advised to be on such of these • Competency Etc. successes? as may result in risks to enhancement of sustained success. Additional topics covered Are Raymonds, Bajaj, Micromax sustained successes? There is an emphasis on relevance (to be • Technology (as a component of decided by the organization) and to its organizational knowledge) Etc. strategic direction. • Natural resources (as a part of To achieve sustained success, ISO-9004 resources) says, sorry guides that the organization Para 6-Identity of an organization • Performance indicators (as a should: part of analysis & evaluation of This is about mission, vision, values and performance) • Go beyond the quality of products/ culture –though not covered directly in services (most probably the inherent ISO-9001. The emphasis is on alignment • Learning (as a part of improvement) characteristics) and should FOCUS on and keeping these consistent with any • Innovation (as a part of anticipating and meeting the needs/ changes in the context. improvement) expectations and enhancing the satisfaction of its interested parties. In the context of QMS, the smaller • Self assessment companies can (perhaps) skip it. Etc. In para 4.2, it lists various suggestions for the above objective. Surely, anyone Para 7-leadership can say, these are not the only routes/ SELF ASSESSMENT -10.6 requirements for sustained success. But • As written above, there are quite a Looking at the importance and utility of it shall be good (may be an eye opener) few ‘shoulds’ for the organization/ the self-assessment, let us discuss a bit to review whether and how far you are leader to review for adoption more of this topic.

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Self-assessment can be defined as “a Alternatively, Crosby’s matrix uses systematic, and regular review of an the terms uncertainty, awakening, organization's activities and results (we, enlightenment, wisdom and certainty. here are focusing on processes) against a model of business excellence culminating in planned improvement actions”. When to study ISO- The guidance provides in Annex A; a 9004? description of the self-assessment tool which is an acknowledged tool for Please do not rush to read/study ISO-9004 raising the level of the organization’s right away. First read and understand performance towards the best in class. ISO-9001. Implement ISO-9001 and run it The Annex introduces the reader to for one year. Now ask each of your process the Maturity models and describes a owners to start studying ISO-9004. The maturity model with five levels. (Most of organization can start looking for further the maturity models including the CMMI action points through ISO-9004. model use five levels).

The Annex at A.4 explains step-by-step methodology for conducting self- assessment.

It then proceeds to provide details of the 5 Conclusion levels (against which assessment is made) for many elements of the QMS (31 in The language is not so reader friendly but it all). Of course, the organization is free to is, almost, impossible to get so many details modify these levels to suit itself. about so many aspects of management at one place as in this ‘guidance’. Every An example of the summary of 5 levels is ambitious professional aiming to move up shown below: the management hierarchy must read, rather study, this guidance.

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Professional Membership Scheme

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NBQP is one of the five constituent Boards of QCI. The “Professional Membership Scheme” is one of the initiatives which is being operated by the NBQP in order to make “Nationwide Quality Movement” a reality, as well as integrate the organizations, institutions and individuals working in the field of quality.

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If you have the passion to become a part of this movement for quality promotion, stay abreast with the latest on the quality front, connect with other professionals, advance your knowledge and career, or grow your reputation as a thought leader, this membership would put you on the right track.

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