Achieving continuous improvement ams project
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Achieving Productivity improvement with one of big company in AMS engagement . One year study with data.
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Iso 9001
This document provides an overview of ISO 9001:2015 quality management system standard. It discusses the key principles such as customer focus, leadership, process approach, and continual improvement. The main clauses of ISO 9001:2015 are summarized, including context of the organization, leadership, planning, support, operation, performance evaluation, and improvement. Planning addresses risk management, quality objectives, and managing changes. Support covers resources, competence, awareness, communication, and documented information. The document emphasizes that ISO 9001 employs the PDCA cycle and risk-based thinking for continual improvement of processes and meeting customer requirements.
ISO 9001:2015 QMS Awareness
Dokumen tersebut membahas pemahaman sistem manajemen mutu ISO 9001:2015, meliputi fakta ISO, interpretasi klausul-klausul ISO 9001:2015, dan pedoman penerapan sistem manajemen mutu ISO 9001:2015.
How to Implement ISO 13485 Updates
Significant changes are underway that impact the quality and regulatory systems of medical device companies and their suppliers. ISO 13485:2016 adds new requirements to address risk management and to better align the standard with global regulatory requirements (FDA, MDD, JPAL, etc.). With the release of ISO 9001:2015, the ISO 9001 and ISO 13485 standards are no longer integrated. A new single audit MDSAP program will be in effect beginning 2017 that incorporates applicable FDA, Canadian, Brazilian, Australian and Japanese quality system requirements into the annual ISO 13485 audit cycle. The presentation will provide an overview of these changes and the steps required to incorporate these changes into existing quality management systems.
Business Insights Presentation
This document summarizes the services provided by Business Insights, a market research firm that analyzes the global food and drinks industry. They provide reports containing innovation data, trends analysis, consumer insights, forecasts, and case studies to help clients identify growth opportunities. They leverage expertise from in-house analysts, authors, and partner organizations. Reports cover categories, regions, consumer behaviors, and future projections. Clients praise the reports for providing a valuable outlook on market trends and innovation to inform strategic planning and new product development. The interactive functionality of the reports allows for customized searches and comparisons across different markets and companies.
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Internal Auditing Checklist.pdf
The internal audit checklist ensures that each audit concisely compares the requirements of ISO 9001:2015 and the organization's Quality Management System against actual business practices. The checklist addresses questions related to supporting the QMS through determining and providing necessary resources, maintaining competence, ensuring awareness of quality policies and objectives, and controlling documented information.
Iso9001training slide
This document provides an overview of an ISO 9001:2015 Awareness Program. The purpose of the program is to increase awareness of ISO 9001:2015 and promote self-improvement and improvements to an organization's quality management system. The program covers background information on ISO, the ISO family of standards, quality management principles, ISO 9001:2015 requirements, and more. Key topics include the process approach, management principles like customer focus and continual improvement, ISO 9001 clauses, documentation requirements, and the PDCA cycle used in ISO management systems. The program aims to help participants better understand ISO 9001:2015 and how to implement or improve their organization's quality management system.
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Recommended
Iso 9001
This document provides an overview of ISO 9001:2015 quality management system standard. It discusses the key principles such as customer focus, leadership, process approach, and continual improvement. The main clauses of ISO 9001:2015 are summarized, including context of the organization, leadership, planning, support, operation, performance evaluation, and improvement. Planning addresses risk management, quality objectives, and managing changes. Support covers resources, competence, awareness, communication, and documented information. The document emphasizes that ISO 9001 employs the PDCA cycle and risk-based thinking for continual improvement of processes and meeting customer requirements.
ISO 9001:2015 QMS Awareness
Dokumen tersebut membahas pemahaman sistem manajemen mutu ISO 9001:2015, meliputi fakta ISO, interpretasi klausul-klausul ISO 9001:2015, dan pedoman penerapan sistem manajemen mutu ISO 9001:2015.
How to Implement ISO 13485 Updates
Significant changes are underway that impact the quality and regulatory systems of medical device companies and their suppliers. ISO 13485:2016 adds new requirements to address risk management and to better align the standard with global regulatory requirements (FDA, MDD, JPAL, etc.). With the release of ISO 9001:2015, the ISO 9001 and ISO 13485 standards are no longer integrated. A new single audit MDSAP program will be in effect beginning 2017 that incorporates applicable FDA, Canadian, Brazilian, Australian and Japanese quality system requirements into the annual ISO 13485 audit cycle. The presentation will provide an overview of these changes and the steps required to incorporate these changes into existing quality management systems.
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This document summarizes the services provided by Business Insights, a market research firm that analyzes the global food and drinks industry. They provide reports containing innovation data, trends analysis, consumer insights, forecasts, and case studies to help clients identify growth opportunities. They leverage expertise from in-house analysts, authors, and partner organizations. Reports cover categories, regions, consumer behaviors, and future projections. Clients praise the reports for providing a valuable outlook on market trends and innovation to inform strategic planning and new product development. The interactive functionality of the reports allows for customized searches and comparisons across different markets and companies.
Documentation and document control
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Internal Auditing Checklist.pdf
The internal audit checklist ensures that each audit concisely compares the requirements of ISO 9001:2015 and the organization's Quality Management System against actual business practices. The checklist addresses questions related to supporting the QMS through determining and providing necessary resources, maintaining competence, ensuring awareness of quality policies and objectives, and controlling documented information.
Iso9001training slide
This document provides an overview of an ISO 9001:2015 Awareness Program. The purpose of the program is to increase awareness of ISO 9001:2015 and promote self-improvement and improvements to an organization's quality management system. The program covers background information on ISO, the ISO family of standards, quality management principles, ISO 9001:2015 requirements, and more. Key topics include the process approach, management principles like customer focus and continual improvement, ISO 9001 clauses, documentation requirements, and the PDCA cycle used in ISO management systems. The program aims to help participants better understand ISO 9001:2015 and how to implement or improve their organization's quality management system.
Mantenimiento del Estado Validado
¿Estás realizando el mantenimiento del estado validado?
¿Tu evidencia está sustentada eficazmente?
Asegúrate de que todo esta bien solo con los expertos…
Measurement systems analysis v1.1
Measurement systems analysis (MSA) is a scientific method used to analyze the validity and sources of variation in a measurement system. An MSA quantifies equipment variation, appraiser variation, and the total variation of a measurement system. It is used to validate measurement tools and processes, ensure consistent data collection, and identify areas for improvement like additional training or revised procedures.
ISO 9001:2015
The document discusses the upcoming changes to the ISO 9001 standard in its 2015 version. It provides an overview of the history and revisions of ISO 9001 since 1987. The key changes in ISO 9001:2015 include a revised set of seven quality management principles, reorganization of the clauses into ten sections, and terminology changes. The presentation encourages organizations to prepare for the changes coming in ISO 9001:2015.
Managing Supplier Quality Audits
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
The purpose of a Supplier Quality Audit is for you to verify if the supplier's quality systems, processes, or products satisfy or are in compliance with the requirements as set forth in the contractual agreements, procedures, and/or agreed upon standards.
This presentation is specially designed for professionals related to Supply Chain, Purchasing, Quality Assurance and Manufacturing Management who are responsible for managing your supplier's quality performance as well as those who are interested in developing and enhancing their personal competence and effectiveness in Supplier Quality Auditing.
LEARNING OBJECTIVES
1. Acquire knowledge on the principles of management system auditing
2. Define the objectives of supplier quality audit
3. Describe how to plan and prepare for a supplier audit
4. Explain the process of on-site supplier audit
5. Describe the post-audit activity
CONTENTS
1. Principles of Management System Auditing
2. Introduction and Objectives of Supplier Quality Audit
3. Supplier Audit Planning and Preparation
4. On-site Supplier Audit
5. Post-audit Activities
6. Do's and Don'ts
Appendix - Additional Information for Supplier Audit
ISO 9001:2015 Requirements.pptx
This document provides an overview of ISO 9001:2015 requirements for process owners. It begins by defining key terms like quality management system and total customer satisfaction. It then discusses the history and purpose of ISO and some key changes between the 2008 and 2015 versions. The core content reviews each clause of ISO 9001:2015 including the context of the organization, leadership responsibilities, planning processes, the PDCA cycle, and requirements for support functions. Several worked examples are provided to demonstrate how to map business processes, identify key metrics, and plan for risk mitigation and continual improvement as required by the standard.
ISO 9001:2005 The Quality Management System
This document provides an overview of ISO 9001, an international standard for quality management systems. It discusses the history and development of ISO 9001, including the various versions that have been published. Key requirements of ISO 9001 are outlined, including demonstrating the ability to consistently meet customer and regulatory requirements. The document also summarizes ISO 9001's process approach and lists some of its main elements. Global statistics on ISO 9001 certifications are presented, with China having the most. Videos are also included that compare ISO 9001:2008 to the latest ISO 9001:2015 version.
Managing ISO Certification Audits
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
The ISO Certification Audit is the final step before companies receive certification. To this end, companies who are seeking ISO Certification Audit for the first time may find the planning and preparation process intimidating. What necessary preparations should be put in place for a smooth ISO Certification Audit process? How do we prepare the employees and key stakeholders to handle the audit process and interviews professionally?
This presentation is suitable for internal auditors and auditees who require basic guidance on preparing and handling ISO certification audits. This presentation may also be used as supplementary materials to train your organization's internal auditors on the systematic process for auditing management systems (e.g. ISO 9001, ISO 14001, ISO 45001, etc.).
LEARNING OBJECTIVES
1. Acquire basic knowledge of ISO and the principles of auditing
2. Gain an overview of the ISO certification process
3. Describe the ISO certification audit approach
4. Learn how to prepare and handle an ISO certification audit
CONTENTS
1. ISO in Brief
2. Principles of Auditing
3. The ISO Certification Process
4. The ISO Certification Audit Approach
5. Preparing for an ISO Certification Audit
6. Handling an ISO Certification Audit Session
Iso 9001 2015 ppt
The document compares the structure and quality principles of ISO 9001:2008 and ISO 9001:2015 quality management system standards. ISO 9001:2015 restructures the standard into 10 sections including leadership, planning, support, operations, performance evaluation, and improvement. It also updates some of the quality principles, such as replacing "factual approach to decision making" with "evidence-based decision making" and "mutually beneficial supplier relationships" with "relationship management".
ISO 9001-2015: New Risk Requirements
A key change in the 2015 revision is to establish a systematic approach to risk, rather than treating it as a single component of a quality management system.
Procedure identification and traceability
This procedure defines methods for identifying and providing traceability for products, raw materials, and tooling at all facilities of a company. Identification methods include part marking, bag-and-tag, placement on shelves/containers, and segregating areas. Unique serial numbers are required where traceability is needed. Raw materials and tooling also require identification and may be tagged as nonconforming. The procedure applies to all departments handling these items.
ISO 9001-2015 QMS Awareness & Interpretation Training.pdf
This document provides an overview of the key aspects of ISO 9001:2015 requirements for quality management systems. It begins with describing the course objectives which are to understand ISO 9001 requirements, quality management systems, and risk-based approaches. It then provides details on the ISO 9001 standard including its structure, requirements for context, leadership, planning, support, operations, performance evaluation, and continual improvement. Key terms like process approach, PDCA cycle, and risk-based thinking are also explained.
Enabling Proactive Quality Management Across Quality and Manufacturing
This document discusses enabling proactive quality management across quality and manufacturing. It begins with defining different levels of quality systems maturity, from reactive to proactive. It then discusses how digital transformation can help organizations mature from reactive to proactive quality management through initiatives like unifying previously siloed quality systems, enabling real-time data access and collaboration, and using advanced technologies like AI. The rest of the document focuses on Veeva's vision and products for transforming quality management, including unifying quality assurance, quality control, manufacturing and other areas. It provides examples of how Veeva customers have benefited from these solutions.
ISO 9001: 2015 QUALITY MANAGEMENT SYSTEMS
This presentation gives a bried overview of the various parts & purpose of the ISO 9001:2015 QMS.
It revolves around the PDCA Cycle and useful in Manufacture & construction Industry.
Understanding the Context - ISO9001:2015
QMS ISO9001:2015 requires an organization to identify its context to be better prepared to deliver products and services as per customer requirements. This involves identifying internal and external issues that can have an impact on the quality of product and services, carrying our risk assessment and planing action strategies to address them as much as possible.
Sales Development QBR Template
This template will help Sales Development Reps (also known as SDR's, BDR's, SR's, EBR's, or ISR's) prepare strong quarterly business reviews.
It includes examples of important areas to cover in a one-hour QBR presentation.
Integrated Management System Manual Template (Preview)
139 pages MS word document gives detailed description of the IMS processes and their interaction and might be selected by the Organization as the Only IMS document.
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Iqa training -manufacturing[1]
This document outlines the objectives, contents, and concepts of an internal quality audit course. The course aims to train prospective internal quality auditors on quality management system auditing principles and practices. The contents will cover topics like quality management systems, audit planning, conduction, reporting, corrective action, and follow-up. It will provide concepts on quality, auditing techniques, and the requirements of ISO standards. The document also provides examples of management responsibility principles, customer focus, quality policies, objectives, management reviews, monitoring of processes, analysis of data, and continual improvement.
ISO 9001 IMPLEMENTATION METHODOLOGY
The document provides an overview of the ISO 9001 quality management standard and certification process. It discusses the key principles and requirements of ISO 9001, including customer focus, leadership, engagement of people, process approach, and continual improvement. It also outlines the certification requirements and critical success factors for organizations going through the ISO 9001 implementation and certification process.
Introduction to 9001 2015
The document provides an overview of ISO 9001:2015 including:
- A history of revisions to the ISO 9001 standard
- Key differences between ISO 9001:2008 and ISO 9001:2015
- Important concepts in the new standard like risk-based thinking and the PDCA cycle
- Requirements for organizations to conform to ISO 9001:2015 such as determining risks/opportunities and the needs of interested parties.
MRM - Management Review Meeting Presentation
The document summarizes the results of the first internal quality audit conducted from September 15-22, 2014 by Pearl Confectionery. Several departments had minor non-conformances related to documentation issues such as missing or outdated procedures, incomplete records, or lack of document control. No major non-conformances were found. The audit also identified observations for potential quality improvements such as improved cleaning, labeling, or maintenance practices. In total, there were 76 minor non-conformances and 52 observations across all audited departments.
Understanding Iso 9001 2008
The document provides an overview of a presentation about understanding ISO 9001:2008 quality management systems. The presentation goals are to introduce ISO 9001:2008 and outline an implementation plan. It discusses the benefits of ISO certification, key elements of a quality management system, and roles in implementation like the top management, management representative, function heads, and QMS coordinator. The implementation is segmented into phases including documentation, training, implementation, and certification audit.
Amaninder Singh Resume 2016
Amaninder Singh Dhanoa has over 12 years of experience in automotive sales and service operations. He currently works as an Assistant Manager of Service at KAMAZ Motors Limited, where he plans after-sales support and ensures optimal vehicle uptime through effective maintenance and parts management. Previously, he held roles such as Service Engineer at Lucas Indian Services, where he implemented service standards and improved customer satisfaction, and Assistant Service Manager at Grayson Motors, where he established quality care programs and achieved sales growth targets. Dhanoa has a B.Tech in Mechanical Engineering and various industry certifications related to vehicle maintenance, diagnostics, and warranty processes.
Franklin dcosta resume
Franklin D'Costa is seeking a position in admin, operations, or HR management with over 18 years of experience in these fields. He has a proven track record of managing operations strategies to enhance business growth and volumes. His core competencies include administration, human resources, and operations management. His professional experience includes roles at ItzCash Card Ltd, Azure Knowledge Centre, National Institute of Management, Tata Teleservices Ltd, and Success Computer Education, where he gained experience in areas such as onboarding, training, asset management, and more. He holds a B.A. from Gujarat University and additional courses in areas like SAP, CRM, POS systems, Microsoft Office, and more.
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Measurement systems analysis v1.1
Measurement systems analysis (MSA) is a scientific method used to analyze the validity and sources of variation in a measurement system. An MSA quantifies equipment variation, appraiser variation, and the total variation of a measurement system. It is used to validate measurement tools and processes, ensure consistent data collection, and identify areas for improvement like additional training or revised procedures.
ISO 9001:2015
The document discusses the upcoming changes to the ISO 9001 standard in its 2015 version. It provides an overview of the history and revisions of ISO 9001 since 1987. The key changes in ISO 9001:2015 include a revised set of seven quality management principles, reorganization of the clauses into ten sections, and terminology changes. The presentation encourages organizations to prepare for the changes coming in ISO 9001:2015.
Managing Supplier Quality Audits
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
The purpose of a Supplier Quality Audit is for you to verify if the supplier's quality systems, processes, or products satisfy or are in compliance with the requirements as set forth in the contractual agreements, procedures, and/or agreed upon standards.
This presentation is specially designed for professionals related to Supply Chain, Purchasing, Quality Assurance and Manufacturing Management who are responsible for managing your supplier's quality performance as well as those who are interested in developing and enhancing their personal competence and effectiveness in Supplier Quality Auditing.
LEARNING OBJECTIVES
1. Acquire knowledge on the principles of management system auditing
2. Define the objectives of supplier quality audit
3. Describe how to plan and prepare for a supplier audit
4. Explain the process of on-site supplier audit
5. Describe the post-audit activity
CONTENTS
1. Principles of Management System Auditing
2. Introduction and Objectives of Supplier Quality Audit
3. Supplier Audit Planning and Preparation
4. On-site Supplier Audit
5. Post-audit Activities
6. Do's and Don'ts
Appendix - Additional Information for Supplier Audit
ISO 9001:2015 Requirements.pptx
This document provides an overview of ISO 9001:2015 requirements for process owners. It begins by defining key terms like quality management system and total customer satisfaction. It then discusses the history and purpose of ISO and some key changes between the 2008 and 2015 versions. The core content reviews each clause of ISO 9001:2015 including the context of the organization, leadership responsibilities, planning processes, the PDCA cycle, and requirements for support functions. Several worked examples are provided to demonstrate how to map business processes, identify key metrics, and plan for risk mitigation and continual improvement as required by the standard.
ISO 9001:2005 The Quality Management System
This document provides an overview of ISO 9001, an international standard for quality management systems. It discusses the history and development of ISO 9001, including the various versions that have been published. Key requirements of ISO 9001 are outlined, including demonstrating the ability to consistently meet customer and regulatory requirements. The document also summarizes ISO 9001's process approach and lists some of its main elements. Global statistics on ISO 9001 certifications are presented, with China having the most. Videos are also included that compare ISO 9001:2008 to the latest ISO 9001:2015 version.
Managing ISO Certification Audits
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
The ISO Certification Audit is the final step before companies receive certification. To this end, companies who are seeking ISO Certification Audit for the first time may find the planning and preparation process intimidating. What necessary preparations should be put in place for a smooth ISO Certification Audit process? How do we prepare the employees and key stakeholders to handle the audit process and interviews professionally?
This presentation is suitable for internal auditors and auditees who require basic guidance on preparing and handling ISO certification audits. This presentation may also be used as supplementary materials to train your organization's internal auditors on the systematic process for auditing management systems (e.g. ISO 9001, ISO 14001, ISO 45001, etc.).
LEARNING OBJECTIVES
1. Acquire basic knowledge of ISO and the principles of auditing
2. Gain an overview of the ISO certification process
3. Describe the ISO certification audit approach
4. Learn how to prepare and handle an ISO certification audit
CONTENTS
1. ISO in Brief
2. Principles of Auditing
3. The ISO Certification Process
4. The ISO Certification Audit Approach
5. Preparing for an ISO Certification Audit
6. Handling an ISO Certification Audit Session
Iso 9001 2015 ppt
The document compares the structure and quality principles of ISO 9001:2008 and ISO 9001:2015 quality management system standards. ISO 9001:2015 restructures the standard into 10 sections including leadership, planning, support, operations, performance evaluation, and improvement. It also updates some of the quality principles, such as replacing "factual approach to decision making" with "evidence-based decision making" and "mutually beneficial supplier relationships" with "relationship management".
ISO 9001-2015: New Risk Requirements
A key change in the 2015 revision is to establish a systematic approach to risk, rather than treating it as a single component of a quality management system.
Procedure identification and traceability
This procedure defines methods for identifying and providing traceability for products, raw materials, and tooling at all facilities of a company. Identification methods include part marking, bag-and-tag, placement on shelves/containers, and segregating areas. Unique serial numbers are required where traceability is needed. Raw materials and tooling also require identification and may be tagged as nonconforming. The procedure applies to all departments handling these items.
ISO 9001-2015 QMS Awareness & Interpretation Training.pdf
This document provides an overview of the key aspects of ISO 9001:2015 requirements for quality management systems. It begins with describing the course objectives which are to understand ISO 9001 requirements, quality management systems, and risk-based approaches. It then provides details on the ISO 9001 standard including its structure, requirements for context, leadership, planning, support, operations, performance evaluation, and continual improvement. Key terms like process approach, PDCA cycle, and risk-based thinking are also explained.
Enabling Proactive Quality Management Across Quality and Manufacturing
This document discusses enabling proactive quality management across quality and manufacturing. It begins with defining different levels of quality systems maturity, from reactive to proactive. It then discusses how digital transformation can help organizations mature from reactive to proactive quality management through initiatives like unifying previously siloed quality systems, enabling real-time data access and collaboration, and using advanced technologies like AI. The rest of the document focuses on Veeva's vision and products for transforming quality management, including unifying quality assurance, quality control, manufacturing and other areas. It provides examples of how Veeva customers have benefited from these solutions.
ISO 9001: 2015 QUALITY MANAGEMENT SYSTEMS
This presentation gives a bried overview of the various parts & purpose of the ISO 9001:2015 QMS.
It revolves around the PDCA Cycle and useful in Manufacture & construction Industry.
Understanding the Context - ISO9001:2015
QMS ISO9001:2015 requires an organization to identify its context to be better prepared to deliver products and services as per customer requirements. This involves identifying internal and external issues that can have an impact on the quality of product and services, carrying our risk assessment and planing action strategies to address them as much as possible.
Sales Development QBR Template
This template will help Sales Development Reps (also known as SDR's, BDR's, SR's, EBR's, or ISR's) prepare strong quarterly business reviews.
It includes examples of important areas to cover in a one-hour QBR presentation.
Integrated Management System Manual Template (Preview)
139 pages MS word document gives detailed description of the IMS processes and their interaction and might be selected by the Organization as the Only IMS document.
Compliant with the new versions of ISO 9001:2015 and ISO 14001:2015
Iqa training -manufacturing[1]
This document outlines the objectives, contents, and concepts of an internal quality audit course. The course aims to train prospective internal quality auditors on quality management system auditing principles and practices. The contents will cover topics like quality management systems, audit planning, conduction, reporting, corrective action, and follow-up. It will provide concepts on quality, auditing techniques, and the requirements of ISO standards. The document also provides examples of management responsibility principles, customer focus, quality policies, objectives, management reviews, monitoring of processes, analysis of data, and continual improvement.
ISO 9001 IMPLEMENTATION METHODOLOGY
The document provides an overview of the ISO 9001 quality management standard and certification process. It discusses the key principles and requirements of ISO 9001, including customer focus, leadership, engagement of people, process approach, and continual improvement. It also outlines the certification requirements and critical success factors for organizations going through the ISO 9001 implementation and certification process.
Introduction to 9001 2015
The document provides an overview of ISO 9001:2015 including:
- A history of revisions to the ISO 9001 standard
- Key differences between ISO 9001:2008 and ISO 9001:2015
- Important concepts in the new standard like risk-based thinking and the PDCA cycle
- Requirements for organizations to conform to ISO 9001:2015 such as determining risks/opportunities and the needs of interested parties.
MRM - Management Review Meeting Presentation
The document summarizes the results of the first internal quality audit conducted from September 15-22, 2014 by Pearl Confectionery. Several departments had minor non-conformances related to documentation issues such as missing or outdated procedures, incomplete records, or lack of document control. No major non-conformances were found. The audit also identified observations for potential quality improvements such as improved cleaning, labeling, or maintenance practices. In total, there were 76 minor non-conformances and 52 observations across all audited departments.
Understanding Iso 9001 2008
The document provides an overview of a presentation about understanding ISO 9001:2008 quality management systems. The presentation goals are to introduce ISO 9001:2008 and outline an implementation plan. It discusses the benefits of ISO certification, key elements of a quality management system, and roles in implementation like the top management, management representative, function heads, and QMS coordinator. The implementation is segmented into phases including documentation, training, implementation, and certification audit.
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Amaninder Singh Resume 2016
Amaninder Singh Dhanoa has over 12 years of experience in automotive sales and service operations. He currently works as an Assistant Manager of Service at KAMAZ Motors Limited, where he plans after-sales support and ensures optimal vehicle uptime through effective maintenance and parts management. Previously, he held roles such as Service Engineer at Lucas Indian Services, where he implemented service standards and improved customer satisfaction, and Assistant Service Manager at Grayson Motors, where he established quality care programs and achieved sales growth targets. Dhanoa has a B.Tech in Mechanical Engineering and various industry certifications related to vehicle maintenance, diagnostics, and warranty processes.
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Achieving continuous improvement ams project
- 1. AMS Engagement Achieving Continuous improvements By : Uday Mishra, Manager AMS engagement One Year Summary Copyright : Uday Mishra, Senior Manager AMS engagement
- 2. Copyright : Uday Mishra, Senior Manager AMS engagement Objective The objective of this presentation is to show the achievements with respect to AMS engagement with one of our esteemed client. The client is pioneer and one of the largest Electrical company having global business. The support model is across 22 countries with 18 X 7 timelines. The tickets handling tool used is SOLMAN and HPSM The report is self explanatory with visuals for any explanation, feel free to reach me at misra.uday@gmail.com 2
- 3. Copyright : Uday Mishra, Senior Manager AMS engagement SLA Adherence Aggregate Level of SLA is 95% SLA Target was static since Apr’13 to till date i.e. 95% 90.32 94.04 93.73 93.10 94.74 95.09 94.73 95.51 95.30 98.80 97.89 96.57 86.00 88.00 90.00 92.00 94.00 96.00 98.00 100.00 Apr'13 May'13 Jun'13 Jul'13 Aug'13 Sep'13 Oct'13 Nov'13 Dec'13 Jan'14 Feb'14 Mar'14 SLA Adhernce SLA Achieved SLA Target SLA Trend
- 4. Copyright : Uday Mishra, Senior Manager AMS engagement User Satisfaction • User’s satisfaction the path of uptrend, with a focus to achieve KPI 4.2 • Feed back from all the countries given due attention towards continuous improvement. • Implemented the various recommendations from Process audit and QoS audit • Soft skills training and customer sensitivity programs have been conducted • Working on various delivery aspects that include regular updates to users, user connect and quick resolution to achieve better feedback. 4.08 4.17 4.14 4.16 4.02 4.04 4.06 4.08 4.1 4.12 4.14 4.16 4.18 Q1 Q2 Q3 Q4 Qtrly Avg USF KPI : Apr'13 to Feb'14 USF KPI Target USF Trend Scale : 1 to 5, 5 being very satisfied
- 5. Copyright : Uday Mishra, Senior Manager AMS engagement First Pass Yield • FPY shows uptrend consistently. Moved up from 86% to ~90 %. • Implemented various actions that include Audit recommendations, strengthening the review process and connecting users directly outside SOLMAN. • Sustaining at similar levels will be challenge. However, the team is working towards a target of 92%, over the next 2-3 months. FPY states there should be minimum iteration’s during call resolution and solution accepted by user at first shot 87.9 89.38 89.94 90.05 82 84 86 88 90 92 Q1 Q2 Q3 Q4 Qtrly Avg FPI KPI : Apr’13 to Feb’14 Avg KPI Target FPY Trend
- 6. Copyright : Uday Mishra, Senior Manager AMS engagement Backlog Reduction • Backlog is in downtrend. • This has been achieved by strong commitment and dedicated effort from the team 634 569 462 381 432 385 373 382 382 337 441 407 416 0 100 200 300 400 500 600 700 BACKLOG TREND Backlog Linear (Backlog) Year end activity freeze the auto closure and SAS region on leave hence movement of tickets get stagnant , resulting increase in volume
- 7. Copyright : Uday Mishra, Senior Manager AMS engagement AMS Consultant Strength : Productivity improvement 54 52 51 52 48 48 48 47 47 45 44 35 37 39 41 43 45 47 49 51 53 55 Apr'13 May'13 Jun'13 Jul'13 Aug'13 Sep'13 Oct'13 Nov'13 Dec'14 Jan'14 Feb'14 AMS Consultant Reduction • User’s 16000 in Apr’13 with 22 country changes to ~18000. • 18 Country support upgraded to 22 countries • Additional Project added, by leveraging the same team.
- 8. Copyright : Uday Mishra, Senior Manager AMS engagement Ticket Handling Count 27 26 27 27 24 25 26 22 29 29 30 15 17 19 21 23 25 27 29 31 Apr-13 May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Number of Tickets per consultant
- 9. Copyright : Uday Mishra, Senior Manager AMS engagement Reduction in incoming Call Volume • Tax updating program development (BCONE) • TECO related issues permanent fix • Query based T Code development • Training needs identified and actions initiated • Corrective measures for Queue stuck issue in CRM • SSO implementation (client and vendor) Actions taken to reduce the incoming call volume 1450 1356 1389 1428 1151 1191 1227 1020 1362 1325 1301 800 900 1000 1100 1200 1300 1400 1500 In flow calls Year end activity freeze the auto closure and SAS region on leave hence movement of tickets get stagnant , resulting increase in volume
- 10. Thank You Thank You Uday Mishra Senior Manager AMS Engagement