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Home My WebLink AboutWD-53-94. TH8 CORPORATION OF THE MUNICIPALITY OF CLARINGTON XXCCORPOR}~TION OF T,HE TOWN OF NEWCASTLEXXX REPORT Meeting:. GENERAL PURPOSE AND ADMINISTRATION COMMITTEE File # ~ IoZ ,] 314 ~- Res. # GAP 1~ -roSS -vcj Date: OCTOBER 17, 1994. By-Law # Report#: run~'!_on File#: D,S Subject: TOTAL QUALITY Recommendations: It is respectfully recommended that the General Purpose and Administration Committee recommend to Council the following: 1. THAT Report WD-53-94 be received for information. REPORT 1.0 A' No. 1: Memo dated September 28, 1994, from Bill Stockwell, Chief Administrative Officer. 2.0 BACKGROUND 2.1 At a meeting held on October 3, 1993, the General Purpose and Administration Committee requested an up-date on the progress .being made with Total Quality Management training for staff. 3.0 REVIEW AND COMMENT 3.1 One Day Seminar A one day seminar has been scheduled to be held in Council Chambers on Wednesday, October 26, 1994, with senior and middle management staff to discuss ISO 9000 and Total Quality Management. Part of the seminar will also deal with delegation. The .details of the seminar are outlined in the memo from Bill Stockwell to the participants. - 1 jJ4b ,.oE ~®° _.~.~ REPORT NO.- WD-53-94 PAGE 2 3,2 Others Invited to Participate An invitation. to join us in the seminar has been sent to David Clarke, Manager of Clarington Hydro-Electric Commission, Charles Taws, Curator of the Bowmanville Museum, and Mark Jackman, Curator of the Clarke Township Museum and Archives. 3.3 Long Term Goal Our long term goal is to obtain ISO 9000 accreditation, which. involves having many quality system procedures in place. Once an organization believes that it has all of the procedures in place, it requests that an audit be done by an approved auditor with the intention of being accredited as an ISO 9000 organization. There are many industrial organizations in Canada which have obtained ISO 900D accreditation. Some manufacturing companies now require that their suppliers have ISO 9000 accreditation. To the best of our knowledge, there is no municipal government in the United States or Canada which has achieved ISO 9000 accreditation. Our best estimate is that it will take three to five years to obtain ISO 9000 accreditation. Also, success is by no means guaranteed. 3.4 Benefits of Accreditation There are two obvious benefits to ISO 9000 accreditation: 1. It will give a strong message to our customers, the taxpayers, that we have put in place those procedures .required to give excellent ,service and reduce costs. 1047 REPORT NO.: WD-53-94 PAG& 3 2.- From an economic development viewpoint, it will help us advertise that Clarington is a good place to do business. 3.5 Costs The road to ISO 9000 will cost, both in dollars for training: and in staff time to take the training. .However, in the long term, it will be very beneficial. 3.6 Seminar on October 26. 1994 The October 26 Seminar is the first time we will have brought senior and middle management together, other than the showing of Total .Quality Management videos last. spring, to discuss Total Quality Management and ISO 9000. Our goal is that, at the end of the day, we will have put the wheels in motion to develop a plan to achieve ISO 9000 accreditation. Respectfully submitted,. Reviewed by, Walter A. Evans, P.Eng. W. H. Stockwell Director of Public Works Chief Administrative Officer WAE*ph October 6, 1994 .Attachment _ 1048 THE CORPORATION OF THE MUNICIPALITY OF CLARINGTON Memorandum TO' Department Heads and Managers (See Attached List) From: gill Stockwell, Chief Administrative Officer Date: September 28, 1994 Subject: Seminar Towazds ISO 9000 A one day seminar will be held in the Council Chambers, from 8:30 a.m. to 4:30 p.m., on Wednesday, October 26, 1994. The purpose of the seminar is to discuss ISO 9000 and Total Quality Management. Part of the seminar will also deal with delegation. Peter Taylor, who has been involved with Clarington for several years in management training, will be the facilitator for the seminar. There aze two things that I would like you to do in preparation for the day: 1. Please review your recent operations and identify what, in your mind, has been your most significant accomplishment since January 1, 1994. Please make notes as to what the situation was, how you dealt with it, and why you deem it a success. Please don't be shy! This is a time to broadcast your accomplishments. At the meeting you will be asked to summarize your success in a maximum of five (5) minutes. 2. Attached you will find pages 1, 7, 10 and 15 from the ISO 9004-2 Quality System Assessment Report. Please complete each page and note your comments. During the seminar we will be discussing these items. Please ignore the reference to "Company"1 To my knowledge we are the first municipality in North America to be following this approach - the publisher has yet to catch up with us. I look forward to a very productive seminar. ~~~ W. H. Stockwell Chief Administrative Officer ATTACHMENT N0. 1 WD-53-94 - WAE : ph ~~ I U ~ 7 Enc. pc: Peter Taylor Distribution List Bill Stockwell Nancy O'Flaherty Maureen. Reid Frank Wu David Crome Larrp Taylor Patti Barrie Marie Knight Marie Marano Nancy Taylor Mike Creighton Bi11 Hesson Joe Caruana Jim Cameron Fred Horvath Jennifer Cooke Walter Evans Don Patterson Tony Cannella Len Creamer Todd Letts Barbara Baker Kim Owens Howard Wight 1050 QUALITY ASSESSMENT ('HF.CKi.ifi'r ^tO ~~ ^~ ~ S .Satisfactory NI =Needs Improvement °aiatlin "~BA1A8C1"a"~ ^SOC a"°" US .Unsatisfactory NA =Not Applicable SECTION 2: Page 1 1 . Critical 2 . Major 3 -Minor 5.3.2.1 Motivation Has Management: a) ensured selection of personnel on the basis of capability to satisfy job specifications; b) provided a work environment that fosters excellence and secure work relationship; c) developed creative work methods which allow members of the organization opportunities for greater involvement and influence the quality of service; d) ensured that individual tasks and objectives are understood, including how [hey affect quality; e) provided due recognition and reward for achievement; f) offered career planning and development to all; g) established planned actions for updating skills? Comments 1052 co~rnem o isxi M ma S =Satisfactory NI =Needs Improvement ~iatlgn ""~"'"~""~'~ "s'°~"°" US =Unsatisfactory NA =Not Applicable SECTION 2: Page 7 1 =Critical 2 =Major 3 =Minor QUALITY ASSESSMENT CHECKLIST ISO 9~~4 - 2 S NI US NA i 2 3 $•~ Quality System Principles 53.2.3 Communication 1. Are procedures established for ensuring that personnel with adequate knowledge and ~~~I ) ~ ~, communication skills are directly involved with customers? ,, _ 2. Are personnel evaluated for capability of r working in teams interacting effectively with external organizations? ~ ~~ ~ K 3. Are training programs, such as quality improvement forums, available to personnel for improving communications and for developing supportive participation and co- operation in solving problems? .~ 4. Are regular communications a feature at all `~ iii' . ` t{t~ l evels of management, including: ~ .~ ~ ~d `~{y@~~~ f,I ;` p~ a) management briefings; t - rra % ~ b) information exchange meetings; ~` ~ »:.°. ~`~ c) documented information; d) appropriate information technology ` ~ I ~ ~ ~ ~ ~ ~ ~ facilities? ` "' '° ° ~:,. _.' Comments: Totals 53.2.3 1053 S ~~ °~ ~~~"e'°rs ~~~ S =Satisfactory Nt =Needs Improvement US ti 2act ry NA No licable U c E C M o 3 CTION 2: Page 10 e Minor ., .. QUALITY ASSESSMENT CHECKLIST ISO 9004 - 2 S NI US NA 1 2 3 ~"~ g2a ~ ". ,~ 5 0 Quality;System Principles ~"` 5.43.1 Documentation System (continued) B) Quality Plan 1. Is there a quality plan for each particulaz service. 2. Does the Quality plan describe: 1. the specific quality practices; 2. the resources to be used; 3. the sequence of activities? C) Procedures 1. Has the company prepared appropriate written procedures outlining the conduct, control, and record of activities to meet customer needs? 2. Are the procedures agreed upon, accessible to personnel, understood by those who interface with their operations, and applied by personnel? Comments: ~U~~ c0~^~~+~~ree S.Satisfactory N1=Needslmprovement °ana°""""'""8Gg1B'~~"~0tla"°" US .Unsatisfactory NA =Not Applicable SECTION z: Pape 75 1 . Critical 2 =Major 3 =Minor