IMPLEMENTATION AND IMPROVEMENT OF THE I.C.E. QUALITY MANAGEMENT SYSTEM
Brief
Organisation certification and subsequent updates and additions to the management system through residential and distance training, coaching and specialist assistance.
Project challenge
design and development of a management system in a government agency which, in addition to respecting the requirements of the 9001:2008 and subsequent 9001:2015 standards and sector constraints, was to be configured as a real operations control tool to be used by the management team. Dissemination of a quality-oriented corporate culture and spreading the management system to foreign offices in about 90 countries
Solution
Our intervention strategy envisages that the consultants do not directly and “autonomously” produce analyses and reorganisation proposals; rather, they encourage the development of all the human capital present in the client’s organisation, and it is from this value enhancement (to which we believe we have made a decisive contribution) that solutions emerge. This method was also used in this specific case, with a pre-existing organisational system and a prevailing strategic vision.
In addition to coordinating the phases and supporting operational decisions, NIER Ingegneria’s activities involved “on-the-job” staff training to spread a quality-oriented corporate culture, the implementation of a specific internal inspection programme by qualified personnel, assistance with inspections conducted by the third-party body appointed to certify the entire system, as well as the supervision and data analysis concerning the client/user satisfaction monitoring process.
Execution phases
- Initial analysis of the organisation (processes, documentation …)
- Management system design
- Support for the implementation and monitoring of the QMS throughout the organisation
- Support for the Management Review procedure
- Execution of internal audits
- Support during third-party audits performed by the Certification Body and obtaining the first UNI EN ISO 9001:2008 certification
- System update and adaptation to UNI EN ISO 9001:2015
- Residential and distance learning activities (see also ICE fact sheet link) write “click here for details” or something similar
Achieved results
The ICE Agency applies the principles of the UNI EN ISO 9001:2015 international standard to all its offices in Italy and abroad, thus continuously ensuring improved quality of service to all its clients, regardless of location.
Since 2016, the Agency has also certified its Quality Management System for the “Design and provision of promotion and cooperation services in the industrial, agricultural and agri-food, distribution and tertiary sectors. These services promote the internationalisation of Italian companies and networks of companies; information services and products; assistance services for companies and institutions; training for companies and young graduates; promotion of Italy as a foreign investment destination”.
On 29 May 2019, the Agency successfully renewed its certification of compliance to the UNI EN ISO 9001:2015 international standard (certificate no. 38152/19/S). The certification applies to the Rome and Milan offices in Italy and the foreign offices in Istanbul, Madrid, Sao Paulo, Warsaw and Tokyo, with an extension to the Toronto office.
The application of the standard ensures that service delivery is conducted according to defined specifications and that all relevant stages are controlled, traceable and verifiable, ensuring improved reliability, internal efficiency and prompt resolution of any disruptions (source https://www.ice.it/it/certificazione-qualita)
Internal audits were conducted on a number of the foreign offices: Istanbul, Madrid, São Paulo, Tokyo, Warsaw, New York, Toronto and Seoul.
