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STANDARDS IN ACTION: HELPING THE PUBLIC SECTOR MEET QUALITY AND SOCIETAL CHALLENGES

CPPC Forum 2007. STANDARDS IN ACTION: HELPING THE PUBLIC SECTOR MEET QUALITY AND SOCIETAL CHALLENGES. Chantal Marin-Comeau Director. Presentation Outline. Standards as business tools Overview of ISO 9001 and 14001 Benefits of implementation International context National context

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STANDARDS IN ACTION: HELPING THE PUBLIC SECTOR MEET QUALITY AND SOCIETAL CHALLENGES

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  1. CPPC Forum 2007 STANDARDS IN ACTION: HELPING THE PUBLIC SECTOR MEET QUALITY AND SOCIETAL CHALLENGES Chantal Marin-Comeau Director

  2. Presentation Outline • Standards as business tools • Overview of ISO 9001 and 14001 • Benefits of implementation • International context • National context • Initiatives in the public sector • Case in point

  3. National Context

  4. National Context: The National Standards System

  5. National Context: Overview of ISO 9001 and 14001 FROM PRODUCTS TO SERVICES TO PEOPLE Standards as business tools: • ISO 9001 introduced in Canada in the 1980s • Over 21,100 certificates issued to date in Canada • ISO 14001 introduced in Canada in 1996 • Over 3,000 certificates issued to date in Canada

  6. National Context: Setting the Stage in the Public Sector • Modernization of the public sector • Management accountability frameworks • Changes in government’s public, social and environmental policies • Serving the public good while supporting the Canadian economy • Increasing complexity of the supply chain • Increased accountability to demonstrate value for money

  7. National Context: Applications Within the Public Sector • Federal departments and agencies • Provincial and territorial governments • Municipalities • Health care • Education • Transportation • Forestry management

  8. National Context: Initiatives in the Public Sector • Organizations are implementing the ISO guidelines • Certain government institutions are certified by one of the SCC-accredited certification bodies • Use of management systems in acquisitions – suppliers demonstrating they are meeting ISO standards (qualification criteria) • Sustainable development strategy – implementation of ISO 14001 • Procurement transformation – buying smarter, checks and balances, commodity and supplier performance • Smart Regulations

  9. Case in Point

  10. Case in Point: Real Property Services A QMS is a dynamic tool that ensures client needs are met efficiently and cost effectively, and continual improvement Real Property Branch: Public Works and Government Services Canada • National organization with regional offices • Project delivery services to other government departments for real property assets, including national treasures such as the Parliament buildings • Real Property Pacific and Atlantic regions registered to ISO 9001 since 2001

  11. Case in Point: Correctional Services Canada A QMS is a dynamic tool that ensures client needs are met efficiently and cost effectively, and continual improvement CORCAN Quebec Manufacturing Shops • National organization with regional offices • Manufacturing of office furnishings, metal products and textile products, and body repairs to DND trucks and printing services • Eight Quebec offices registered to ISO 9001since 1989

  12. Case in Point: Management Challenge • Implement quality principles effectively • Improve credibility with client departments and central agencies • Reduce client complaints and extras • Improve current business procedures • Eliminate outdated procedures • Improve training for new employees • Respond effectively to changing government priorities • Respond proactively to market pressures

  13. Case in Point: Management Commitment “Reorganization has affected our relationships. We look to ISO 9001 as a tool to clarify our roles, responsibilities and relationships and to harmonize our operations.” –Atlantic Region • A tool for dealing with change • A way to define relationships • A way to respond to a new business model “We look to ISO 9001 as a tool to define and document our processes, while some corporate memory remains, and at the same time provide an excellent training tool for new staff.” –Atlantic Region • A tool for preserving experience • A way to integrate new staff into the workplace

  14. Case in Point: Benefits of ISO 9001 A QMS is a an investment in quality • Client, stakeholder and supplier relationships are improved • Continual Improvement Plan considers quality objectives, client satisfaction, complaints and redress mechanisms, corrective and preventive action, and audit functions • Procedures are documented and consistent • Field complaints are documented and handled quickly • Sharing of “Lessons Learned” guides future actions

  15. Case in Point: Successes • There are fewer complaints from clients • Project cost extras are reduced • Service delivery processes are more efficient and easier to use • Time to train new employees is greatly reduced • Requirements of procurement renewal strategies are met • Service delivery is improved • Communication between offices is enhanced • Needs of clients of stakeholders are met

  16. Contact Canadian General Standards Board 11 Laurier Street Place du Portage, Phase III, 6B1 Gatineau, Quebec K1A 0S5 General enquiries: 1-800-665-2472 Fax: 819-956-1634 Web site: www.ongc-cgsb.gc.ca E-mail: ncr.cgsb-ongc@pwgsc.gc.ca

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