13 indonesian experiences_iso_certification

PERPAMSI
Persatuan Perusahaan Air Minum Seluruh Indonesia
Indonesian Water Supply Association
www.perpamsi.org
REGIONAL WORKSHOP TO DISSEMINATE WATER SUPPLY AND
SANITATION STANDARDS OF QUALITY OF SERVICES
24 – 27 July 2007, Kampala / Uganda
Dr. Werner BRENNER, Advisor Finance & Management
INDONESIAN EXPERIENCES IN
ISO 9001:2000 CERTIFICATION
OF PUBLIC WATER UTILITY
SERVICES

WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop
OVERVIEW OF PRESENTATION
A. INTRODUCING THE INDONESIAN WATER SECTOR
B. OUTSET SITUATION
C.OBJECTIVE FOR IMPLEMENTATION OF ISO 9001:2000
D.SCOPE & PROCESS OF QUALITY CERTIFICATION
E. PROBLEMS & SUCSESS FACTORS
F. BENEFITS OF ISO 9001:2000 CERTIFICATION
G.WHAT NEXT
H.PICTURES

Facts about PERPAMSI, the Indonesian Water Supply Association
 Established:
 1972 by the Ministry of Home Affairs
 Organization:
 Head quarter in Jakarta (30 employees)
 27 Provincial offices to coordinate activities
 Members:
 All 328 Indonesian public water utilities
 Around 100 extraordinary members (suppliers, investors,…)
 Services:
 Typical association services to the members, governmental institutions,
financing institutions, investors, donors and others
 Training institution under PERPAMSI
A: THE INDONESIAN WATER SECTOR

A: THE INDONESIAN WATER SECTOR (cont)

 Water utilities are owned by local governments and
controlled by local parliaments
 Coverage rates for piped water supply
 around 35% for urban areas and
 around 20% for overall Indonesia (ca. 6,5 million household
connections are installed)
 Urban water supply provided by 328 water utilitiesUrban water supply provided by 328 water utilities
 Only 5% of water utilities have more then 50,000 connectionsOnly 5% of water utilities have more then 50,000 connections
 60% have less than 10,000 connections60% have less than 10,000 connections
 Less than 25% of PDAMs considered to be “financiallyLess than 25% of PDAMs considered to be “financially
viable”viable”
 Overall coverage rate for sewerage services < 1%

Water Supply Coverage Development (Indonesia) 1993 - 2003
10 %
12 %
14 %
16 %
18 %
C ov e r a ge 12% 13% 14% 15% 16% 17%
1993 1995 1997 1999 2001 2003

Water Utiltiy Structure Development 1999, 2001, 2003
17
63
86
73
37
9
5
13
55
75
86
43
13
79
47
64
99
49
17
9
0
20
40
60
80
100
120
< 2.000 2 - 5.000 5 - 10.000 10 - 20.000 20 - 50.000 50 - 100.000 > 100.000
category of connections
numberofutilities
1999 2001 2003

B: OUTSET SITUATION
THE SUSTAINABILITY CHALLENGE
•Deteriorating assets
•Declining productivity
•Increasing operating
costs
•Intermittent supply
•Poor quality water
•Angry customers
•Unwillingness to pay
•Low tariffs
•Declining revenues
•Unpaid bills
•Inability to access financing
•Declining credit rating and investment
Cycle of
Physical &
Commercial
DeclineAssets deteriorate &
expansion is difficult if
full economic costs are
not recovered. Service
to the poor &
wastewater suffer.

B. OUTSET SITUATION (cont)
1. Human Resources
1.1 Low level of the employees’ competence
2. Equipment
2.1 Old treatment plant equipment
2.2 Equipment breakdown development (Fig. 1)
30
32
34
36
38
40
42
Nop. Dec. Jan. Peb.
Breakdown
42
36
38
35
No.ofProblems
2004 - 2005
Fig. 1 Equipment Breakdown

3. Water Treatment Plant System (Cicokol WTP; 1.100 liter per sec.)
3.1 No standard operating procedures in place
3.2 Low efficiency & effectivity in the operation of the WTP (Fig. 2)
0
10
20
30
40
50
60
70
80
90
Nov. Dec. Jan. Feb.
Waiting Time
Repair Time
Breakdown Time
2004 – 2005
Hour
Fig. 2 Breakdown Time for Maintenance

4. Water Quality
4.1 There was no person in charge to handle & follow up the
customer complains
4.2 Low water quality (eq : Turbidity & Chlor residue) (Fig. 3 & 4)
0
0.5
1
1.5
2
2.5
3
Nov. Dec. Jan. Feb.
NTU
2004 - 2005
2.86
2.63
2.35
2.15
Fig. 3 Water Turbidity
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Nov. Dec. Jan. Feb.
Chlor Residue
2004 - 2005
0.96
0.99
0.85
0.78
Fig. 4 Water Chlor Residue
ppm
Standard
1.5 NTU
Standard
0.6 ppm

C. OBJECTIVES FOR THE IMPLEMENTATION
OF ISO 9001:2000
1. Increase customers satisfaction
2. Improve the company’s performance.
3. Improve efficiency & effectivity of working system
4. Improve employees’ capacity & responsibility
5. Better communication & improvement of data quality
6. Better customers & suppliers relationship

R
E
Q
U
I
R
E
M
E
N
T
S
Management
Responsibility
Measurement, Analysis &
Improvement
Resource
Management
Product
Realization Output
Product
C
U
S
T
O
M
E
R
S
A
T
I
S
F
A
C
T
I
O
N
C
U
S
T
O
M
E
R
PROCESS APPROACHPROCESS APPROACH
Input
C. OBJECTIVES FOR THE IMPLEMENTATION
OF ISO 9001:2000 (cont)

D. SCOPE & PROCESS OF ISO 9001:2000
CERTIFICATION
I. SCOPE OF ISO 9001:2000 CERTIFICATION
Operation & maintenance of a water treatment plant
(capacity 1.100 liter per second)
II. CERTIFICATION PROCESS
1. First Stage:
1.1 Determine the management commitment
1.2 Appoint the team member to develop the system
1.3 Socialization of the ISO 9001:2000 quality
management system
1.4 Determine scope of certification

2. Second Stage:
2.1 Selecting the employees who will develop the system
2.2 Training for the working group members on ISO
2.3 Developing the quality manual
2.4 Developing the quality policy & quality objective
2.5 Developing the procedures & working instructions
2.6 Socializing the documents (procedures, working
instructions, quality policy) with the employees
D. SCOPE & PROCESS OF ISO CERTIFICATION
(cont)

3. Third Stage:
3.1 Implementation of the ISO 9001:2000 system
3.2 Revision of documents if the trial run is not appropriate
3.3 Internal audit training
3.4 Execution of internal audit
3.5 Corrective & preventive actions plans
3.6 Management review meeting
(cont)

4. Fourth Stage:
4.1 Determine certification body
4.2 Pre audit by certification body
4.3 Corrective & preventive actions
4.4 Final audit by the certification body
4.5 Recommendation for ISO 9001:2000 certificate
(cont)

No. DESCRIPTION TOTAL
MONTH
2005
JAN PEB MAR APR MAY JUN JUL AUG SEP OCT NOP DES
A. FIRST STAGE 0.5
1. Management Commitment 0.5
2. Member of Work Group 0.5
3. Socializations 0.5
4. Scope of Certification 0.5
B. SECOND STAGE 4
1. Training ISO 9001:2000 1.5
2. Develop the Quality Manual 2.5
3. Develop the Procedure, Work
Instruction 3.25
4. Socialization of documents 2
Fig. 5 Implementation Steps Table
(cont)

No. DESCRIPTION TOTAL
MONTH
2005
JAN PEB MAR APR MAY JUN JUL AUG SEP OCT NOP DES
A. THIRD STAGE 3
1. Implementation System 2.5
2. Revision of Documents 1
3. Internal Audit Training 0.25
4. Execution of Internal Audit 1
5. Corrective & Preventive Actions 1
6. Management Review Meeting 0.25
B. FOURTH STAGE 3
1. Determine Certification Body 1
2. Pre Audit 0.5
3. Corrective & Preventive Actions 0.5
4. Final Audit 0.5
5. Accepted the ISO 9001:2000
Certificate -
Fig. 5 Implementation Steps Table
(cont)

Fig. 6 ISO 9001:2000 CERTIFICATE
(cont)

E. PROBLEMS & SUCCESS FACTORS
DEVELOPMENT PHASE
1. Difficulties in “translating” ISO 9001 elements into water treatment
plant management activities.
2. The limitations of human resources and experience in applying
the ISO 9001.
IMPLEMENTATION PHASE
1. Reluctance to improve or change
2. Quality management system is seen as another managerial
burden.
3. Lack of discipline in documentation
I. PROBLEMS DURING THE IMPLEMENTATION PHASE

1. Prime commitment from the lowest to the highest staff
level in the company.
2. The staff in the company is aware about ISO 9001:2000
standards.
3. High staff motivation and discipline.
4. Team building and co-operation
II. KEYS SUCCESS FACTORS
E. PROBLEMS & SUCCESS FACTORS (cont)

Internal :
1. Improvement in the company’s performance
2. Better working methods
3. Main tasks are undertaken more efficient and effective.
4. Media of continual improvement
External :
1. Increase of customers satisfactions
2. Stakeholders and customers’ complaints are handled
and anticipated better and better
3. Appreciation from external parties to the company’s
existence are increased.

0
5
10
15
20
25
30
35
40
45
Nov.
'04
Jan.
'05
Jun.
'06
Aug.
'06
Oct.
'06
Dec
'06
Before After
Fig. 7 Equipment Breakdown
(cont)

0
10
20
30
40
50
60
70
80
90
Nov.
'04
Jan.
'05
June
'06
Aug
'06
Oct.
'06
Dec.
'06
Waiting Time
Repair Time
Breakdown Time
Hour
Fig. 8 Breakdown Time Maintenance
Before After
(cont)

0
0.5
1
1.5
2
2.5
3
Nov.
'04
Jan.
'05
June
'06
Aug
'06
Oct.
'06
Dec.
'06
NTU
Before After
Fig. 9 Water Turbidity
(cont)

0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Nov.
'04
Jan.
'05
June
'06
Aug.
'06
Oct.
'06
Dec.
'06
Chlor Residue
Fig. 10 Water Chlor Residue
ppm Before After
(cont)

KIND OF AUDIT DATE OF AUDIT
GRADE/No. OF FINDINGS
TOTALMAJOR
NC
MINOR NC RC SFI xLRQA
Final Audit 25 – 26 Oct 2005 - - 8 7 - 15
Surveillance Audit 1 16 May 2006 - - 2 2 - 4
Surveillance Audit 2 28 Nov 2006 - - 3 1 - 4
Fig. 11 Audit Findings
Note :
1. Major NC = Major Non Conformity
2. Minor NC = Minor Non Conformity
3. RC = Requires Correction
4. SFI = Scopes for Improvement
5. xLRQA = Issue for Follow-up by LRQA at next visit
Audited by Lloyd’s Register Quality Assurance
(cont)

G. WHAT NEXT?
ON GOING :
1. Implementation of safety management system (OHSA 18000)
2. Improve the internal audit
3. Improve the working efficiency and effectively
4. Paperless System for all documents of the quality
management system
NEXT STEPS :
1. Implementation of total productive maintenance (TPM)
3. Online monitoring system
4. Web based data management

THANK YOU!
• http://isocertification.com.sg
• http://isosertifikasi.co.id/
• http://isosertifikat.co.id/
• http://isocertification.co.id/
• http://konsultaniso.co.id/
• http://surabayaiso.co.id/

13 indonesian experiences_iso_certification

More Related Content

Similar to 13 indonesian experiences_iso_certification

13 indonesian experiences_iso_certification