The techniques of continually improving the quality system for ISO accredited laboratories

Transcription

1 The techniques of continually improving the quality system for ISO accredited laboratories Mpatuwa Agnes Mokhosi: Masters in Quality Department of Operations and Quality Management Dr Bloodless Dzwairo (Supervisor) NLA Test and Measurement conference October 2015 The Lord Charles, Somerset West, Cape Town

2 Presentation outline Background Objective of study The review Conclusions Acknowledgements NLA Test and Measurement conference October 2015

3 Background ISO/IEC ISO/IEC is the International Standard that specifies the general requirements for the competence of testing and calibration laboratories. The two main sections in ISO/IEC are Management Requirements and Technical Requirements.

4 Laboratory accreditation to ISO/IEC Accreditation is the confirmation that is given by the accreditation body that the laboratory is competent to produce accurate results.

5 Cost Savings Reduced Waste Increased Accuracy Access to Global Marketplace ISO/IEC Benefits Prevents Defects International Recognition Sound Management System

6 SANAS Is an acronym for the South African National Accreditation System. SANAS is recognised by the South African Government in Act 19 of 2006 as the sole Accreditation Body.

7 Other countries are also having recognised accreditation bodies that serve their laboratories. e.g. In the United Kingdom(UK), UKAS is the accreditation body that serves the laboratories, FINAS in Finland and DANAK in Denmark.

8 Objective of the study To outline the techniques that can continually improve the quality system of ISO accredited laboratories. Why is Continual Improvement important? Customers increasingly demand better quality products, service, support and costs.

9 Assists the laboratory to achieve higher levels of customer satisfaction and to maintain accreditation.

10 Continual quality Improvement Measurement scale Trending analyses of laboratory performance Trending nonconformances

11 Trending Proficiency Testing Scheme (PTS) outliers Plotting Quality Control (QC) charts

12 The review Techniques for continuous improvement: 1. Audits : Internal and External After the audit has been conducted, analyse the nonconformances raised. Do Root Cause Analyses

13 Trend the causes of nonconformances.

14 Focus on problematic areas and investigate. Implement corrective action and continually evaluate its effectiveness. Be proactive and implement preventive action

15 2. Proficiency Testing Scheme (PTS) It is important to participate on PTS in order to compare your results with other laboratories results. PTS report is not for filling, analyse it. Don t be just happy if your Z-scores are -2 & 2

16 Look at positive and negative bias of Z scores. Analyse the data of the past three or five years and monitor the improvements

17 Graph of outlier vs clauses for past three years 25 PTS : Outliers vs Clauses

18 3. Customer feedback and customer complaints Send out customer satisfaction surveys to see if your customers are happy with the service rendered. Analyse data and see where you can improve. Involve them in a process, one on one sessions can be useful.

19 4. Management Review It gives you the opportunity to review the effectiveness of the Quality Management System (QMS). It gives you the opportunity to improve and introduce necessary changes to the QMS.

20 5. Benchmarking with other accredited laboratories. Information sharing with other laboratories can assist you to continually improve your quality system.

21 STAGE 1 New System Requirements not fully met Resistance to follow the system Need for the system not embraced STAGE 2 Facility begins to understand the use of the system Ineffective practices are identified STAGE 4 System has reached maturity System is continually and systematically maintained STAGE 3 Benefits of the system are realised. Further improvements are aimed at effectiveness and efficiencies.

22 Conclusions Accreditation is a tool used to assist the laboratories with continuous improvement Faster identification and resolution of nonconforming work to constantly improve the quality management system. Constant monitoring and maintenance of systems and procedures assist to maintain accreditation.

23 Acknowledgements Durban University of Technology Sedibeng Water

24 THANK YOU