IMPLEMENTATION OF ISO 90012000act(DOC 42页).doc

Project Ref: IE/01-2002/SSC PROPOSAL TO SERVICEIMPLEMENTATION OF ISO 9001:2000ForSS Consultancy Pte LtdAddressSingapore (199 588)Prepared by Amos Tan29 January 2002All Rights ReservedCONTENTS Page1.Introduction 32.Scope of Project 33.Consultancy Contents 4 4.Consultancy Methodology 55.Project Duration 76.Project Deliverables 87.Project Investments 98General Terms and Conditions 119.Project Consultants 1310. CV of Principal Consultant 14CV of Senior Consultant 2811Letter of Acceptance 32INTRODUCTIONSS Consultancy Pte Ltd intends to implement a quality management system based on ISO 9001:2000 standard. They have requested Innovative Edge Pte Ltd to submit a consultancy project proposal to assist them in their endeavour to achieve certification to ISO 9001:2000.This consultancy proposal describes the stages of work that will systematically lead SS Consultancy Pte Ltd to achieve their desired certification.Scope of ProjectThe consultancy activities detailed in this proposal cover only the implementation of the quality management system based on ISO 9001:2000. Modification of current procedures, if any, will be carried out solely on the basis of need to meet additional requirements imposed by ISO 9001:2000 standard where applicable.A large proportion of the consultancy time will be devoted to developing new methods or revising methods for carrying out quality-related activities along the approach required by ISO 9001:2000. The subsequent development of quality procedures, work instructions and any other documents not explicitly specified by the ISO 9001:2000 standard should be the responsibility of SS Consultancy Pte Ltd.While our Consultant provides the necessary guidance to help SS Consultancy Pte Ltd implement the ISO 9001:2000 standard, the Management of the SS Consultancy Pte Ltd is fully responsible for ensuring that the new or revised quality practices as required by ISO 9001:2000 are carried out at various work areas.CONSULTANCY CONTENTSThe contents of this consultancy project cover the following activities:1. Review any current documentation that were established and documented. Where necessary, documents will be amended to comply with the requirements of the revised standard.2. Identify and map out the SS Consultancy Pte Ltds critical or vital processes and their inter-links. These process maps will help in the identification of critical points for control, monitoring and measurements of the related processes. Relevant documentation may need to be established depending on operational needs.3. Review current processes and streamline them according to the PDCA approach for better management of processes.4. Help the SS Consultancy Pte Ltd identify performance indicators and improvement objectives (including functional objectives) to support the Quality Policy.5. Assist in defining and measuring the effectiveness of actions taken to develop and improve job competencies, including training.6. Provide guidance in the development of a customer satisfaction measurement system.7. Assist in identifying areas for improvement according to the requirements of ISO 9001:2000.8. Assist the SS Consultancy Pte Ltd to establish the 6 mandatory procedures specified in the ISO 9001:2000 standard.CONSULTANCY METHODOLOGYOur consultancy methodology follows the roadmap below:1.TrainingOur Consultant will conduct a one-day in-house training on ISO 9001:2000. Class size will be limited to a maximum of 20 participants. Additional classes will be chargeable according to the rates defined in the section on Project Investments (see Page 9)2.System Review and DesignThe following activities will be carried out:a) Conduct a system review of the current quality system to identify gaps to be bridged to attain the requirements of ISO 9001:2000.b) Establish an Action Plan to bridge the gapsc) Streamline (and fine-tune where required) current documentation. Amend relevant documents to reflect the new or revised ISO 9001 requirements. Particular attention will be given to the 6 compulsory procedures required by ISO 9001:2000.d) Discuss with relevant staff (including department managers) to:i) Map out critical processes and their inter-linksii) Identify appropriate product and process measurementsiii) Develop an appropriate method for measuring customer satisfaction.iv) Review job competencies and effectiveness of training conducted. Corrective actions will be suggested where appropriate.Where necessary, our Consultant will advise the Management of the SS Consultancy Pte Ltd on the formation of committees such as Steering Committee and Working Groups to steer and advance the work activities prescribed in this proposal. Our Consultant upon acceptance of this proposal by SS Consultancy Pte Ltd will establish the terms of reference of these committees and work groups.System review and design is a joint effort of the Consultant and relevant staff of the SS Consultancy Pte Ltd. The Management of the SS Consultancy Pte Ltd must impress upon their staff the importance of this partnership and demonstrate their commitment to ensure successful completion of this phase.3. System ImplementationOur Consultant will assist the SS Consultancy Pte Ltd to implement the various ideas that evolved during the System Design stage and were adopted by the Management of the SS Consultancy Pte Ltd. Where necessary, adopted practices and ideas will be documented (but not necessarily in the form of quality procedures or work instructions)4. Internal Audit TrainingTowards the end of system implementation, our Consultant will train nominated auditors to audit the quality system according to the revised or new requirements in ISO 9001:2000. The IA course will be of 1-day duration and limited to 20 participants. Additional classes will be chargeable according to the rates defined in the section on Project Investments.It should be noted that internal auditing is a specified requirement of the ISO 9001:2000 standard. All internal auditors must be formally trained in the methodology of auditing before they are permitted to perform audits, a requirement imposed by PSB and other international certification agencies to ensure professionalism in auditing work.5. Pre-certification AuditBefore the actual certification audit by external auditors, our Consultant will lead a team of internal auditors nominated by your organization to conduct a pre-certification audit to achieve the following:a) Provide guidance and “hands-on” practical training to the internal auditors (using the new approach to internal auditing based on ISO 9001:2000).b) Identify any deficiencies in the quality system so that management can rectify them before the actual audit by the Certification bodyc) Identify further areas for improvement to the quality systemd) Provide evidence to the Certification Body that an Internal Audit has been done prior to the certification audit.It is the responsibility of your management to ensure that all non-conformances identified by our Consultant are resolved before the actual certification audit. Our Consultant will provide the necessary assistance to ensure that all non-conformances identified are resolved satisfactorily.6. Post-certification Follow-upOur responsibilities will not cease until your organization is certified to ISO 9001:2000. As such, we are committed to assist your organization to rectify any non-conformance raised by your Certification Body.PROJECT DURATIONUpon acceptance of our proposal by your organization, our Consultant will implement the project at a normal pace, unless otherwise instructed by your management. The project is expected to be completed in 9 months time (excluding time incurred during the process of certification).It should be noted that the projects actual completion time might be subject to unforeseen circumstances beyond the control of either the Consultant or SS Consultancy Pte Ltd. However; the timetable for project completion will be monitored closely to ensure that there are no undue delays in completing the project.MONTH PROJECT ACTIVITESResponsibility123456789 1. Review of current documentation and make amendments where necessaryConsultant 2. Conduct Training for Key PersonnelConsultant 3. Develop new quality practicesSC/HOD/Consultant 4. Map critical processes and inter-linksHOD/Consultant 5. Develop measurement methodsHOD/Consultant 6. Update the Quality ManualConsultant 7. Review project statusSC/HOD/Consultant 8. Implement the Quality SystemALL/Consultant 9. Review Implementation StatusPC/SC/Consultant10. Conduct Internal AuditMR/IAT/Consultant11. Review results of auditPC/SC/Consultant12. Rectify non-conformances foundMR/HOD/Consultant13. Review Project StatusPC/SC/Consultant14. Apply for re-CertificationMR15. Audit by Certification BodyExternal Auditors16. Implement corrective actions (if any)HOD/Consultant Copyright Innovative Edge Pte Ltd January 2002Legend:PC:ISO 9000 Project ChairmanSC:Steering Committee (including key personnel where appropriate)HOD:Heads of Departments involvedMR:Management RepresentativeIAT:Internal Audit TeamsALL:All staff involved in ISO 9001: 2000 implementationPROJECT DELIVERABLES With reference to the project work activities in the previous section (see Page 7), our consultancy methodology will ensure that the following deliverables are achieved:1) Your organizations documentations are developed and streamlined to meet the requirements of ISO 9001:2000. Relevant processes and associated documentation are upgraded or established to reflect the modified and new requirements of ISO 9001:2000.2) The staff of the SS Consultancy Pte Ltd are imparted with the necessary working knowledge of the ISO 9001:2000. Relevant records of training will be created as evidence of training accomplished.3) New quality practices (not necessarily documented in the form of procedures) will be established, especially those that relate to the enhancement of customer satisfaction and improvement or rationalization of processes.4) Measurement methodologies will be implemented at critical points in the various business process flows, with accompanying data collection, analysis and application to improve processes and enhance customer satisfaction.5) The Quality Manual (if already available) will be updated to reflect the implementation of the modified and new requirements of ISO 9001:2000.6) Nominated internal quality auditors will be trained in the methodology of auditing which comprises the planning, organization, execution, non-conformance or adequacy judgement and the reporting of internal quality audits. Relevant records of training will be maintained as evidence of training conducted.7) A pre-certification audit will be conducted to ensure that the Quality Management System of the SS Consultancy Pte Ltd is robust and properly implemented to undergo any external certification audit and achieve certification to the ISO 9001:2000 standard. Internal auditors involved in the pre-certification audit will also be given “hands-on” training in quality system auditing.8) The SS Consultancy Pte Ltd will achieve certification to the ISO 9001:2000 standard at the end of this consultancy project (subject to the rectification of any minor non-conformances raised by the external auditors)PROJECT INVESTMENTS1.Fees BreakdownThe breakdown of the project fees for ISO 9001:2000 implementation is as follows:1) Professional consultancy fees = S$13,000 (equivalent to 13 man-days)2) ISO 9001:2000 Training= S$ 1,000 (1 man-day)3) Internal Audit Training= S$ 1,000 (1 man-day)Total= S$15,000Note 1:The ISO 9000 training in (2) above includes ISO 9001 awareness training unless instructed otherwise by the Management of the SS Consultancy Pte Ltd.Note 2:The professional fees for conducting any additional training classes will be S$1000 per man-day. These fees will be separately billed to the SS Consultancy Pte Ltd.2.Schedule of PaymentsThe schedule of payments for the consultancy fee is as follows:Upon acceptance of the proposal (40%):S$ 6,0002 Subsequent payments 2 X S$4,500 =S$ 9,000 (see * below for details)=TotalS$15,000*2 equal payments of $4,500 EACH to be disbursed as follows:Second payment after the following have been completed:a) ISO 9001 trainingb) Documentation of 6 mandatory procedures c) Mapping and documentation of Critical ProcessesThird payment after the following have been completed:i)All other necessary documentation have been completed(including the Quality Manual)ii) Internal Audit Trainingiii) Pre-Certification Audit performed by our consultant(s) 3.Contractual UnderstandingThe consultancy service does not include any post-certification maintenance of the quality system that will be the responsibility of your organization. However, Innovative Edge could help provide the necessary assistance (training included) in any post-certification internal quality audits to be conducted by your organization. Professional fees will be negotiated under a separate proposal.Innovative Edge deems the consultancy project as completed once the SS Consultancy Pte Ltd achieves third-party certification.GENERAL TERMS & CONDITIONSThe following defines the General Terms and Conditions under which Innovative Edge (herein called the Consultant) performs the consultancy service to help SS Consultancy Pte Ltd (herein called the Client) establish an ISO 9001:2000 quality system based on this proposal IE/ IE/01-2002/SSC1.METHODS & PROCEDURESThe Consultant may at any time make changes to the methods and procedures by which it performs its services so long as such changes do not materially affect the Consultants performance or obligations under this agreement and so long as the Client has been notified in writing 14 days before implementing such new methods and procedures.2.TERMS OF PAYMENTThe Client agrees to pay the Consultant according to the Payment schedule detailed under Project Investments of this proposal IE/ IE/01-2002/SSCPayment of invoices is due within THIRTY (30) days of the invoice date. For the purpose of monitoring, the project is expected to require 15 man-days of work. 3.USE OF INFORMATIONBoth the Client and the Consultant shall be responsible for keeping confidential with respect to any information, e.g. technical records, data, drawings or documents furnished and transmitted by one Party to the other under this Agreement and marked as confidential with the same degree of care with which they treat and protect their own proprietary information. Disclosed proprietary information shall remain the property of the disclosing party and shall only be used for the purposes for which it was disclosed.4.EXCUSE OF PERFORMANCEExcept with respect to the Clients obligation to make timely payments when due, neither party shall be held responsible for any delay or failure in performance of any part of this Agreement to the extent that such delay or failure is caused by fire, flood, earthquake, war, strike, embargo, government requirements, civil or military authority, act of God, or any other causes beyond its reasonable control whether or not they are similar to the above-mentioned.5.LIMITATION OF LIABILITYNotwithstanding any other provisions of this Agreement, neither the Consultant nor its affiliates and subsidiaries, shall be liable for any indirect, incidental, or consequential damages sustained or incurred in connection with services performed by the Consultant under this Agreement.PROJECT CONSULTANTPrincipal ConsultantsThe Principal Consultant for this project will be Mr PETER FOONG, MSc, FIQA, IRCA-registered Lead Auditor, an international quality consultant, trainer and quality auditor. A summary CV and detailed experiences and work accomplished by Peter are given in the following sections.Peters most recent appointment is ISO 9000 Consultant to the IT Department (ITD) and the Institute of Policy Development (IPD) of the Public Service Division under the Prime Ministers Office. His responsibilities involve helping ITD-PSD and IPD to migrate over to the new quality system based on the ISO 9001:2000 standard.In March 2001, Peter was one of the auditors who audited the Supreme Court of Singapore under PSBs ISO 9001:2000 certification scheme.Peters detailed CV is attached at the end of this proposal.Amos Tans CV is also attached for your referenceSupporting ConsultantSupporting Mr Peter Foong and Amos Tan will be Miss Audrey Tan who is also a Consultant, Trainer and Internal Auditor. Audrey has been accredited by the Productivity Standards Board to conduct a lot of audits on for its clients. She has also been accredited to perform audits for our many clients on ISO 9001:2000.Audreys detailed CV is attached at the end of th