IJ's Blog

A CDC (Continuous Discharge Certificate) or 'Seamen’s Book' as it is also called, is a very important document for seafarers; it is an immediate recognition of a mariner. A passport holds importance on land but for those on the high seas a CDC holds more value. However, the life cycle of the CDC is probably nearing its end with the ratification of MLC 2006. Article 5 of ILO Convention No. 22 of 1926, states that seafarers shall be given a document showing the period of service performed on each ship. In compliance with this article Flag States issue the Seamen Book or CDC as an Identification document to seafarers. A Seafarers Identity Document (C-185) issued by the Flag State slowly became accepted as the main identity for mariners globally. This eased the cumbersome old method of seafarers carrying several pieces of discharge certificates. The CDC, as a single document, also provides objective service information for the next employer. It is also helpful as evidence of sea...

A Management System (MS) is based on a standard and is the tool which the organization uses to systematically achieve its management objectives including meeting customer requirements. MS is in effect a framework of procedures (Core process leading to Key and Support processes). The systematic approach has inherent in it the use of the P-D-C-A cycle to ensure continual improvement and efficiency often leading to innovation. Standards enable organizations to use the model provided therein based on expertise, experience and international consensus. An organization does not have to re-invent the wheel! The use of international standards benefits the organization by providing global management experience and accepted practices without having to learn them by mistakes and tragedies. After all these standards are not prescriptive? They are open for interpretation and so applicable to any organization of any size, producing any product (including services), any sector of activity and so ea...

A lot of our customers, and as I teach students and QMII alumni, have asked me about auditors, particularly internal auditors, who are pressurized to do quick audits and preferably without too many NCs (Non Conformities). Then there are auditors who have opinions (!), some who have been auditing for many years and start thinking they have the best advice. So who is a good auditor? What is the correct role of an auditor? Here is what I think. I first like to refer our alumni to an article I wrote some years back on “ embracing audits and not fearing them ”: If auditors could improve a system then Enron would still be around. It is the management that improves the system. Their dependence on auditors weakens the system. A weak management needs advice! Managements including Top Management should be challenging the auditors against requirements and appreciating the inputs to be used in the P-D-C-A (Plan-Do-Check-Act) cycle and playing their part at the A-act stage to review the s...

Monitoring and Measuring Customer Satisfaction is covered under Clause 8.2.1 of ISO 9001:2008: 8.2.1 Customer satisfaction As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined. NOTE Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and dealer reports. The question asked to me by a colleague was if then measuring and quantifying customer satisfaction was a requirement, was it good for an organization. My final conclusion and recommendation after in house discussion with John (our Senior VP) is that in simple terms ISO 9001 does not require the organization to quantify ...

QMII has always brought value to our alumni and clients by looking at the system in its totality and how the investment in the system will affect the bottom line positively. The Top Management plays a very important part in this. Our leadership training is for leaders to lead the people and processes as a system. The Awareness Leaders Workshop (AWS) has stood the test of time and been valued by leaders as they implement the system approach. Effective from February 2014, QMII is launching additional training in leadership. This training has been planned based on inputs received over the years from our alumni including several CEOs and Top Management (TM) representatives of organizations that we have worked with. We are not planning at present to teach managers to be leaders. This is being done in the next stage in a separate training package. This training is not for teaching leadership to managers. Teaching leadership to managers is a completely different course to what our tra...

The revision process for the standards is common, and ISO 14001:2015 is undergoing similar scrutiny. The draft revisions will continue as per the process that ISO follows. The working group is expected to move toward a true consensus standard following up on comments and suggestions. This is expected to be finalized by end of 2015. The standard is then expected to be good till about 2025. These fundamental changes are going to be with us for a long time. So by September of 2015, both ISO 9001 and ISO 14001 will be available in the revised format. The ISO 14001:2004 lays the framework for organizations to manage environmental aspects effectively and ensure protection of the environment and prevent pollution. This internationally accepted standard is proof of an organization conforming to the EMS (environmental management system) principles. The existing standard has stood the test of time, but the changes envisaged now will ensure the revised standard continues to meet emerging an...