ISO 9001

Case studies, Research and Supporting Materials tagged as ISO 9001.

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Dubai Maritime City Authority (DMCA), the government authority charged with regulating, coordinating and supervising all aspects of Dubai’s maritime sector, has achieved certification against four leading management system standards.

DMCA has been certified to the ISO Quality Management System ISO 9001, the ISO Environmental Management System ISO 14001, the Health and Safety Management System OHSAS18001 and the ISO Information Security Management System ISO 27001.

DMCA believes that the use of standards and certification against these standards helps support their world-class aims. Building on the four certifications in 2015, in 2016 DMCA will work on the ISO Customer Satisfaction Standard, SA 800 Social Accountability Standard and ISO 22301 Business Continuity MAnagement System standard. DMCA will also update its Quality Management System to the latest 2015 version.

Further details can be seen here

Operating a risk-based system of audits, where, ‘the frequency of audits for licensees is set in line with the level of risk inherent in the product processed at the facility. The greater the assessed risk, the greater the number of audits required’, The Prime Safe scheme in the Australian state of Victoria works across all areas of the meat, poultry and seafood supply chain.

The scheme also recognises the benefit of certification to ISO 9001 as, ‘Any meat processing facility subject to a quarterly audit schedule and has incorporated into its operations an accredited ISO 9001:2008 quality assurance system can have their audit frequency adjusted to a biannual audit schedule (subject to PrimeSafe approval)’.

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As part of a €209.5 million funding package to improve roads in FYR Macedonia, part of the project involves the EBRD stipulating the implementation of a Road Safety Management System in accordance with ISO 39001 to improve safety standards. The project also requires ISO 9001 certification for quality management for Improving standards of corporate governance and business conduct.

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Additionally as part of a loan package in Serbia, ‘to finance the rehabilitation and safety improvement works on the primary and secondary road networks in Serbia’, the EBRD, ‘will also support the implementation of the new ISO 39001 standard for road traffic safety management in Serbia and a road safety awareness campaign will be organised during the implementation phase of the Project’.

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The Abu Dhabi Police have seen the benefits of certification is a range of directorates.

In 2013, the Western Region Directorate extended its commitment to ISO 9001 by renewing its certification. Colonel Ojail Ali Abdullah, Director of the Western Region Police Directorate said, “Obtaining this certificate is not merely an objective; it is an incentive to maintain our efforts and continue to achieve quality across all functional tasks in order to enhance excellence.”

Additionally, the Directorate-General of Human Resources, the Police Schools Department and the Human Resources Planning Department, have obtained ISO 14001 certification for Environment Management System Standards and the OHSAS 18001 for Occupational Health and Safety System Standards

Details of the Western Region Directorate’s certification are here, with details of thje ISO 14001 and OHSAS 18001 certification here.

The Houston Police Department (HPD) has used certification to ISO 9001 in a number of carefully selected Divisions.

The HPD Property and Emergency Communications Divisions used the implementation and certification of ISO 9001 to drive efficiencies in these two departments. Having initially been certified in 2011, in 2015 the HPD is now looking at expanding the scope of their ISO 9001 certification to include the Budget & Finance, Mental Health and Inspections Divisions.

At the announcement of the certification, Police Chief Charles A. McClelland Jr said, “We are constantly examining ourselves and looking for efficiencies because our resources are very precious. This certification indicates we are following best practices in the industry and we’re the leaders”.

Further details here.

India’s Performance Management Division has the Vision to create ‘A results-driven government machinery that delivers what it promises’, with the Mission ‘To be a learning and knowledge sharing organization that continuously strives to improve the functioning of government machinery and make it an example of international best practice’.

A cornerstone of this is ISO 9001 and for Indian government and agencies to be certified. In a first, Prime Minister Narendra Modi is planning to form world’s first “ISO 9001” certified government. The Secretary has sent a letter to all ministries and departments informing about the plan.

The letter says that “we can form the world’s first “ISO 9001” certified government through our holistic efforts.”
The main purpose behind the proposal is to increase decision making capability and bring out more professionalism across all government departments.
During his tenure in Gujarat as the Chief Minister, he made the state the first “ISO 9001” certified one in the country.
The letter also mentions that Performance Division and Cabinet Secretariat should also bring it into implementation for better results. The two would be offering technical support to different departments.

The UAE Ministry of Interior (MoI) has obtained ISO 9001 certification across all its departments, to the support of the UAE leadership and the efforts of the employees at the ministry. With this achievement, the UAE MoI became the first ministry of interior in the world to have achieved ISO 9001 certification across the whole of its organisation.

Lt. General HH Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior stated “These efforts serve all UAE institutions, and help them in their journey to improve the quality of services and achieve the excellence that the country’s leadership and government are keen to accomplish,”

The Head of Quality Department at the MoI, Lieutenant Colonel Dr. Saeed Matar Al Suraidi, made a very significant statement about this achievement: “The goals were not to obtain this certificate only, but to continuously improve and develop our police operations and services, to satisfy the clients and achieve the vision and the strategy of the ministry.”

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In the UK, Lancashire Constabulary set a precedent by being the first Police Force outside of the Metropolitan Police Service (MPS) to set up their own in-house Forensics Service, thereby saving over £500,000 a year.

To ensure compliance to ISO/IEC 17025, the Forensics Lab has achieved UKAS Accreditation for a number of tests enabling it to run crime scene investigations and demonstrate its capability for forensic provision equals that of external providers and private companies. (UK)

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In July 2003, the Records and Identification Bureau of the Phoenix Police Department, Arizona, became the first law enforcement unit in the United States to certify its quality management system to ISO 9001. This case study describes the pioneering implementation of the standard in an “industry” where life-altering decisions are made 24/7 – 24 hours a day, seven days a week and resulted in savings of $11 million. (USA)

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IANZ (International Accreditation New Zealand) accreditation is applicable to all organisations providing medical examinations, including community laboratories and those in the public hospital system. With accreditation, medical laboratories receive formal recognition of the organisation’s technical competency after assessment of their processes, resources, facilities, staff and other key factors and skills which relate to, and impact on the quality of the service provided.

Most medical testing laboratories in the private sector and in hospitals around the country are accredited by IANZ, giving assurance that tests essential for human health are carried out accurately and competently.

Accreditation is based on ISO 15189 Medical laboratories – Requirements for quality and competence. This standard is based upon ISO/IEC 17025 and ISO 9001. (New Zealand)

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Health Authority in Dubai (DHA) requires that to be licensed all clinical laboratories are required to be accredited by any accreditation agency such as ISO: 15189 Medical Laboratory Standards adopted by Dubai Accreditation Center (DAC). (Dubai)

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Chief Inspector of UK Hospitals releases Policy Statement outlining how existing accreditation schemes can help to inform Care Quality Commissions programme of inspections.

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In south Wales, Neath Port Talbot County Borough Council have used certification to both ISO 14001 and ISO 9001 to prove its commitment to a responsible approach to the environment and quality, with certification to both delivering these and matching the expectations of its local residents who expect a proactive, transparent approach to council management. (UK)

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Accredited certification has been embraced by a variety of public sector organisation in Mauritius. Twenty Departments within many ministries in Mauritius have accredited certification to ISO 9001 granted by the Mauritius Standards Bureau, including the Ministry of Labour, Industrial Relations and Employment, the Mauritius Meteorological Services and the Mauritius Revenue Authority.  Three secondary schools have accredited certification to ISO 9001 as well as the Willougby Primary Government School. The National Blood Transfusion Service of the Ministry of Health and Quality of Life in Mauritius also has accredited Certification to ISO 9001 granted by the Mauritius Standards Bureau and the Passport and Immigration Office has accredited certification to ISO/IEC 27001. The Forensic Science Laboratory of Mauritius is itself accredited to ISO/IEC 17025. (Mauritius)

 

The Norwegian Maritime Authority (NMA) has been certified to quality management system standard ISO 9001. The Director General of the NMA Olav Akselsen has a clear view of certification’s role in improvement, “Certification alone, however, does not mean the job is done. We will work continuously to evaluate and refine our internal processes according to the standard, focusing on service and quality that will benefit our end users.”

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Various governmental entities in Abu Dhabi are also accredited to improve their performance, including the Food Control Department, Municipality Clinical Laboratory, Municipality Animal Laboratory. The Digital Forensic Laboratory of Abu Dhabi Police is certified to ISO/IEC 17025 – General requirements for the competence of testing and calibration laboratories. (Abu Dubai)

 

In order to have a better quality operation of key activities and more efficient management of its processes, the Serbian Directorate of Measures and Precious Metals (DMDM), the Serbian National Metrology Institute, has accredited certification for ISO 9001, ISO 14001, and OHSAS 18001. Moreover, they are ISO/IEC 17025 accredited (one testing laboratory and one calibration laboratory). (Serbia)

 

Ireland’s National Car Testing Service has achieved accreditation to ISO/IEC 17020 Conformity assessment – Requirements for the operation of various types of bodies performing inspection to ensure that it improves car safety and deliver its services with impartiality and consistency. (Ireland)

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In Eritrea, the National Blood Bank is certified to ISO 9001. Set up in 1999 as a center, the NBTS is a blood supply centre through out the country. Working in accordance with the internationally accepted management systems enables the NBTS run its activities effectively to the level of utmost excellence. Eritrea has now met the international standards of blood management system and gained international recognition to be certified by South African Accreditation body known as South African Bureau of Standards, SABS. (Eriteria)

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In July 2003, the Records and Identification Bureau of the Phoenix Police Department, Arizona, became the first law enforcement unit in the United States to certify its quality management system to ISO 9001. This case study describes the pioneering implementation of the standard in an “industry” where life-altering decisions are made 24/7 – 24 hours a day, seven days a week. (USA)

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In the English Midlands, Birmingham City Council use and have certification to ISO 9001 and ISO/IEC 27001. This has enabled the Council to both improve its processes and to make a strong statement about how it operates, especially important for them with data integrity. (UK)

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Dubai Ministry of Labour (DoL) has been recertified to ISO/IEC 27001, meaning the DoL has had this certification since 2011. Ahmad Yousuf Al Nasser, Director of the IT Dept. at the Ministry of Labour stated that ‘(ISO/IEC 27001 certification) achieved a number of advantages most notably was its global recognition on information security systems, establish landmarks on information security systems and build an integrated system that depends on continuing operations applied for proper info protection.’ (Dubai)

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A further example of the public sector using ISO/IEC 27001 is the Legal Ombudsman of England & Wales. The process of implementing the standard have delivered improved performance in areas such as risk management, but most significantly the certification has given greater confidence to the Legal Ombudsman’s users in their services and especially their ability to manage their data securely. (UK)

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Certification to ISO/IEC 27001 has also been used by the State Revenue Committee of the Republic of Armenia. Certification has been used here in this example as data security is seen as one of the cornerstones for delivering high quality public service. (Armenia)

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The value of information security management standards has also been seen by the Norwegian Agency for Public Management and eGovernment (Difi). Difi has signed an agreement with Standards Norway which allows over 200 government organisations access to key standards for information security management, including ISO/IEC 27001. The aim of these organisations is to improve their information security management by the implementation of these standards. (Norway)

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Certification to ISO 9001 has been attained by the Hospital of the Ministry of Defence in Bratislava, Slovakia. This helped the hospital to be considered by certain healthcare customers who saw the attainment of ISO 9001 certification as a requirement for them to use the hospital, but this also opened up the hospital’s services to a wider customer base as more organisations were able to recognise the hospital’s commitment to quality through its certification.

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Design/methodology/approach

 

Findings

 

Author

Gavin P.M. Dick (Kent Business School, University of Kent, Canterbury, UK)

 

Citation: Gavin P.M. Dick, (2009) “Exploring performance attribution: The case of quality management standards adoption and business performance“, International Journal of Productivity and Performance Management, Vol. 58 Iss: 4, pp.311 – 328

 

Abstract

Several studies have examined how the ISO 9001 quality management systems standard predicts changes in organizational outcomes such as profits. This is the first large-scale study to explore how employee outcomes such as employment, earnings, and health and safety change when employers adopt ISO 9001. We analyzed a matched sample of nearly 1,000 companies in California. ISO 9001 adopters subsequently had far lower organizational death rates than a matched control group of nonadopters. Among surviving employers, ISO adopters had higher growth rates for sales, employment, payroll, and average annual earnings. Injury rates declined slightly for ISO 9001 adopters, although total injury costs did not. These results have implications for organizational theory, managers, and public policy.

Authors
D, Haas School of Business, University of California, Berkeley, Berkeley, California 94720
, Harvard Business School, Harvard University, Boston, Massachusetts 02163
Citation
Levine, D.I., Toffel, M.W., (2010), ‘Quality Management and Job Quality: How the ISO 9001 Standard for Quality Management Systems Affects Employees and Employers’, Management Science, Vol. 56, No. 6, pp 978-996.