HEC’s Quality Management System and Role of HEC’s Management
HEC’s Quality Management systems represents management instrument that enables HEC management to manage processes related to the organizations activities more efficiently.
Processes related to HEC management are described in the Quality Management Procedures and Guidelines, which also contains all significant quality records that confirm actual outcomes of HEC’s activities. Main objective of the HEC management is to completely meet consumers expectations. Establishment of Quality Management System should play important role in fulfilling this objective. Quality Management System is structured in a way that enables our employees to take active part in constant improvement of the system. Authors of these initiatives are HEC management.
HEC management authorizes Quality Manager to monitoring effectiveness of the Quality Management System. The Quality Manager conducts constant supervision on establishment and improvement of the Quality Management System. The Quality Manager is responsible to:
- define quality management policy of the organization;
- define quality management objectives;
- conduct analyses together with management;
- provide necessary resources;
- inform all employees of HEC about necessity of meeting quality related requirements as well as legal and special requirements;
- define responsibilities and rights of employees.
Scope of the Quality management System:
Presently HEC is implementing several projects, which are at different stages of project cycle. QMS is being established only at the management level (head office) at this stage as it was mentioned earlier. During the next five years QMS will be established at 80% of the projects implemented by HEC (HEC commits itself to establish QMS in new project if it wins 1 tender or signs 1 agreement during the next 2 years) and all HEC projects will operate in accordance with requirements of QMS after the following two years.
HEC’s quality policy is based on action plans necessary for achievement of goals and objectives set by our company, define all mandatory requirements, on mobilization of necessary resources as well as on review of achieved outcomes, planning and monitoring corrective and preventive measures. Role of constant improvement of QMS as well as working meetings of management is significant in this policy.
Quality management objectives are defined by top management and they are in compliance with quality policy. The following are objectives of the organization based on its specific characteristics:
- comprehensive identification of existing and expected requirements of consumers;
- all activities must be conducted with strict adherence with legislative bases (healthcare, environment, safety);
- mobilization of human, financial and infrastructural resources in order to meet consumer requirements;
- create a system that ensures that any non-conformity, mistake, claim and issue is solved, controlled and discussed with customer/client;
- regular monitoring and constant improvement of all processes in order to proof that achieved outcomes are in compliance with requirements;
- all human, administrative and technical resources that have impact on product quality must be controlled in order to avoid and in the worst case scenario minimize noncompliance with required quality.
The top management is responsible for ensuring that every HEC employee is informed about the objectives of the organization’s quality policy.
Scheme of Main Processes at HEC
All processes at HEC are divided into two groups:
- core activity processes
- supplementary activity processes.
- Main activity are described by 3 procedures and supplementary activities are described by 15 procedures
The Quality Management System defines the owner of each process described by each
procedure/guideline who is responsible for implementation and constant improvement of the procedure. The scheme of HEC’s processes, which is described in the Quality Management System, is given below.
Management Process of Core Activities
1. Project Design Planning and Preparation Procedure;
The Project Design and Planning Department is one of the core departments of HEC. Main objectives of the department are as follows:
- identify resources (human, infrastructural and working conditions) necessary for implementation of each project;
- define customer related processes
- analyze product related requirements
- decide whether the organization is capable of implementing given project;
- define ways for relations with consumers
- plan and prepare project design
Removal of this clause is possible only when customer requests works to be carried out using design projected by him. This procedure describes design preparation process, verification and validation criteria. It defines also design planning and preparation stages, existence of information necessary for implementation of the project and defines ways to manage possible changes to a project.
Procurement has significant impact on final outcome of a project. This procedure defines ways of supplier selection, determines selection, assessment and secondary assessment criteria.
This procedure describes ordered product and considers:
- procedures, processes and infrastructure
- personnel qualification requirements
- quality management requirements
The procedure also defines processes for identification of goods compliance, which is required to be implemented for verification of ordered products at the supplier’s territory
3. Construction and Maintenance Procedure.
The procedure determines the necessity of availability all the resources that will be identified during the design and development process and such procedures are worked out the resulting output of which cannot be determined through monitoring and measurement. It defines the required records and secondary validation requirements
The procedure determines:
- The identification methods for al the stages of the product cycle;
- Identification of the product status in observance of the monitoring and measurement;
- Availability of unique identification records where it is needed.
Management of Supplementary Activities
Management of the Supplementary Infrastructure:
Transportation Service for the Employees in Tbilisi
The procedure describes the specifics of providing transportation service to the employees during the main activities of HEC in Tbilisi. Since the HEC employees have to use the transport regularly the importance of timely transportation service is quite high. The regular demand on the transportation for implementing the activities of HEC raises the issue of timeliness of drivers and existence of the procedures for control over the fuel used, which is reflected in the procedure. Due to the fact that HEC does not its own car parking area the agreements are concluded with the drivers who are the owners of the vehicles. Consequently, the drivers who are the owners of the cars as well use their vehicles after the business hours for personal purposes.
Therefore it is not feasible to carry out monitoring through the meter gadget. The calculation of the cost is based on daily movement and recording the approximate kilometers driven.
Transportation Service for the Employees out of Tbilisi
The procedure describes the specifics of providing transportation services to the HEC employees outside Tbilisi while implementing the main activities of HEC. Since the HEC employees have to use the transport regularly the importance of timely transportation service is quite high. The regular demand on the transportation for implementing the activities of HEC raises the issue of timeliness of drivers and existence of the procedures for control over the fuel used, which is reflected in the procedure. Due to the fact that HEC does not its own car parking area the agreements are concluded with the drivers who are the owners of the vehicles. Consequently, the drivers who are the owners of the cars as well use their vehicles after the business hours for personal purposes. Therefore it is not feasible to carry out monitoring through the meter gadget. The calculation of the cost is based on daily movement and recording the approximate
Planning and Distribution of Current Purchases
The procedure defines the demands and purchases of the logistics and office supply goods (inventory) for HEC.
Inventorying and Management of the Fixed Assets at the disposal of HEC
The procedure describes the issues related to inventorying and management of the fixed assets at the disposal of HEC. The main purpose of the procedure is to describe in detail all the issues that are related to recording the fixed assets at the disposal of HEC by the responsible persons, their further classification as well as to identify the unused /useless/ inventory items and write them off.
Management of Financial Resources
Drafting and Control of Annual Budget
The Financial and Economic Service of HEC is one of the Services of the organization the objective of which is to manage the financial activities of HEC in compliance with the relevant legislation in place. The main functions of the Financial and Economic Service are as follows:
- Create and process primary accounting documents in compliance with the legislation governing accounting;
- Record the accounts receivables and accounts payables, record the relations with the accountable persons;
- Record all kinds of expenses, record and evaluate the fixed assets, material and long term assets.
- Draft the annual budget of HEC and control its execution;
- Prepare the main financial statements (the balance sheet, income statement and cash flow statement;
- Organize the settlement with the budget, pay dividends in agreement with the Ministry of Finance.
Group of Auditors: This group provides assistance to ensure the correct implementation of the mentioned objectives. For this purpose, the group:
- carry out financial and thematic audits in the subsidiaries, prepares the opinions on the situation of the subsidiary audited and provides consultations on the issues requested by the employees in the subsidiaries;
- participate in making the inventory of the inventories in HEC, and prepares opinions on the actual conditions of the inventories;
- participate in the discussions related to the tax customs issues.
This procedure describes the control process of drafting the annual budget by the Financial and Economic Service of HEC and its further execution. The mentioned financial resources planning and control over the expenditures is one of the most important mechanisms.
Management of Information Flow
Registering the incoming and outgoing correspondence
The procedure sets out the process of the process of describing the incoming and outgoing correspondence of HEC. Since HEC implements several projects in parallel and all off them are technically difficult to be implemented the processes for receiving, systematizing and timely responding to the corresponsive is of greatest importance. These processes facilitate the coordination of the activities envisaged by the contracts and provides for timely solution of the problems and exchange of information. The main goal of the procedure is to create a data base using the incoming and outgoing correspondence of HEC and ensure the control over the performance of the control tasks.
The flow of documents, their storage, release and archiving (the management of business correspondence)
The Regulation describes the flow of the incoming/outgoing documents in HEC and internal flow of the documents. All the documents shall be stored by the Documents’ Manager (the Organizational Service) and the Documents Administrator (in all the other Services). All the documents that are sent to HEC shall be stored and archived in compliance with the by the system that is given in this Regulation. The Documents’ Manager checks the correctness of the documents and filings in the main Services and in this way carries out the monitoring over the quality of the Document Administrators. The Documents’ Manger also delivers training for those employees who are selected as Document Administrators for the documents related to certain processes/sub-processes in the various Services.
The Structure and Format of the Quality Management System Documentation
This Regulations describes the standard structure and format of the quality management documents in HEC. The function of the Quality Manger is to bring the documents describing the quality management systems existing in HEC with the reality that requires constant update of these documents. The present Regulation makes it easy for any employee working on such type of documents to select the necessary type and format of the document.
This document deals with the quality management system covering both the changes made to the documents created by this time as well as the description of new process (the regulations, procedure) in the activity of HEC. In case of changes to the existing documents the date of approval and the number of issuance of the procedure is also changed.
Working Meetings of the Management
The management of HEC is responsible for the activities of HEC and consequently for the effective functioning of the quality management system in the organization. Therefore it is within the interest of the management of the corporation to have effective management tools in place that will facilitate exercising control over the activities of HEC and ensure continued improvement of the quality management system. Periodical working meetings, the format of which is described in the given procedures, represent such type of important tool of management instrument.
Proposing and Introducing Changes and Novelties in the Activity of HEC(in the quality management systems)
The quality management system is effective only if it really reflects the processes that take place in the organization. External and internal organizational changes always require certain corrections to the quality management systems and aligning it with the reality. Hence, the creation of any system is not a single act process and it always requires improvement/further development.
Active participation of HEC employees in the change of the system is of special importance and for this purpose the quality management system should always be open for improvement oriented suggestions. The management of HEC stands ready to consider diligently any suggestion directed at improvement of the activity (the quality management system) of HEC. In this regard this procedure provides the required direction to those employees who are willing to make their own contribution to the improvement of the existing quality management system.
To encourage the suggestions oriented on improvement the management of HEC gives a bonus to the employee whose suggestions were most frequently introduced and brought a real benefit to HEC. The Quality Manager is responsible to maintain the registry of suggestions and inform periodically the employees about the data contained in the registry.
Internal Audit of Quality
The procedure describes how the internal audit should be conducted in order to examine whether the quality management system functions smoothly and efficiently. The goal of the internal audit is to ensure the compliance of all those activities in HEC that affect the effective functioning of the corporation with the quality management system and the requirements of relevant standards. Additionally, one of the significant function of internal audit is to ensure that the problematic issues identified and the ways to their solution be discussed with the management of HEC.
If the internal audit did not reveal a substantial incompliance the planned comprehensive internal audit is carried out twice a year. The schedule of internal audit on certain sensitive sites is worked out based on the findings of the first audit conducted.
Corrective and Warning Actions
The procedure describes the ways to eradicate the causes of incompliance identified based on the audit, monitoring or the information received as well as how to avoid similar incidents on the same site or in other units. The number of incompliance is one of the key characters of the permanently improving process. Many organizations use it a measurement.
The procedure describes the documented process to identify the demand:
- Incompliance Analyses (including the claims from the customer);
- Identify the causes of incompliance;
- Assess the actions that will prevent reoccurrence of incompliance;
- Identify and implement necessary actions;
- Record the actions carried out;
- Analysis of the actions carried out.
Managing the Measurement and Control Gadgets
The procedure describes the procedures of use, manage and record the results of the gadgets for measuring and controlling the processes and products.
Management of Inadequate Product /Defect/
The procedure describes the management ways of the products the qualities of which fail to satisfy the requirements. The procedure determines different ways of management for different levels of incompliance and the influence of the product or service on the final quality of product or service.
- The organizations shall ensure that the product that does not satisfy the requirements be revealed and its delivery be avoided to the customer;
- The control, responsibility and competence for the management of the inadequate product shall be determined and documented;
- Incompliance should be eradicated;
- Produce it again after a relevant sanction will be issued;
- Make necessary measures to avoid its use for the primary purpose.
Documentation of the Quality Management System
Management Process of Core Activities:
- Project Design Planning and Preparation Procedure
- Construction and Maintenance Procedure
Management of Supplementary Activities
1. Management of the Supplementary Infrastructure:
- Transportation Service for the Employees in Tbilisi
- Transportation Service for the Employees our of Tbilisi
- Planning and Distribution of Current Purchases
- Inventorying and Management of the Fixed Assets at the disposal of HEC
2. Management of Financial Resources
- Drafting and Control of Annual Budget
3. Management of Information Flow
- Registering the incoming and outgoing correspondence
- The flow of documents, their storage, release and archiving (the management of business correspondence)
- The Structure and Format of the Quality Management System Documentation
4. Quality Management:
- Working Meetings of the Management
- Proposing and Introducing Changes and Novelties in the Activity of HEC (in the quality management systems)
- Internal Audit of Quality
- Corrective and Warning Actions
- Managing the Measurement and Control Gadgets
- Management of Inadequate Product /Defect/