ISO 9001 Quality Management System implementation experience in

ISO 9001 Quality Management System implementation experience in the Agency on Statistics of the Republic of Kazakhstan (ASRK) Zhasser Jarkinbayev, ASRK Deputy Chairman High level seminar “Quality in Statistics”, Athens, June 2011

List of contents: 1. Introduction 2. Background of ISO 9001 QMS implementation 3. Implementation chronology and actions 4. Progress 5. Issues of concern during implementation 6. Ways forward 7. Conclusions, recommendations, suggestions 2

Introduction Ø 2007 – started implementation of Quality Management System (QMS) that complies with ISO 9001 national standard requirements Ø Major goal of implementation is to create an environment for the continuous improvement of product and process quality 3

Background of QMS implementation Ø Within the state management system development program – quality improvement of state services Ø Recommendations of international experts in statistics Ø Statistics quality assurance – basis of the Agency development strategy 4

Background of QMS implementation (2) State management system development and quality improvement of state services: Ø Implementation of standards of state services Ø Implementation of international ISO 9001 quality standards Ø Formation of internal and external audit systems 5

Background of QMS implementation (3) Recommendations of international experts in statistics 2007 -2008 – Global assessment of the statistical system of Kazakhstan (UNECE and UNESCAP) 2007 -2008 – ASRK Statistical Master Plan for 2008 -2015 (World Bank) 6

Background of QMS implementation (4) Statistics quality assurance – basis of the Agency development strategy Mission – formation and implementation of the statistical policy aimed at maximum gratification of users’ needs in quality statistical information. 7

Background of QMS implementation (5) Statistics quality assurance – basis of the Agency development strategy Strategic development plans include: ØQuality indicators (user confidence level, etc. ) ØQuality Management System implementation actions 8

Chronology of QMS implementation September 2007 Decision of ISO 9001 implementation, formation of the working group and assignment of Quality Manager April 2008 Setting up a structural subdivision to organize QMS implementation and development May-November 2008 Personnel training, execution of actions to implement QMS December 2008 National QMS certification 9

Key project execution activities Conduct a motivation seminar Determine Quality Policy and identify quality objectives Develop the quality guidelines Ø 6 documentary procedures Ø 17 process maps Update regulations on subdivisions and job descriptions Form and train the working group, assign the quality manager Personnel develop ment Document ation handling Process manageme nt Form and train the group of internal auditors Analyze the existing management system Describe major processes QMS internal audit Handle inconsistencies Update methodological procedures Regulations on Quality Manager and Coordination Council QMS certification audit 10

Certification for ISO 9001 conformity In 2008 QMS of the Agency was certified for conformity with Ro. K ST ISO 9001 national standard requirements Requirements of Ro. K ST ISO 9001 -2009 national standard Requirements of ISO 9001: 2008 international standard 11

QMS implementation progress • 1. Quality policy and objectives were developed and approved; • 2. QMS documentation was developed and is annually updated; • 3. Major statistical processes and interprocess communication were identified; • 4. User and personnel satisfaction interviews are conducted annually; • 5. Documentation management system was improved; • 6. Responsibilities and authorities of subdivisions and employees were assigned;

QMS implementation progress (2) Improvement of the Ro. K legislation in statistics Ø Ø Ø Submitted data confidentiality and security assurance was identified Requirement of using initial statistical data was formalized exclusively in order to produce statistical information Principles of state statistics were formalized Responsibilities of administrative sources on submission of administrative data were determined Professional independence guarantees of state statistics authorities were formalized to conduct statistical activities 13

QMS implementation progress (3) User satisfaction, % Scope of the published information Presentation format Adequacy 14

QMS implementation progress (4) Unit External audit results Non-conformity Notification 15

Issues of concern during ISO 9001 implementation Ø Lack of staffing resources Ø Lack of required knowledge and skills of personnel Ø Lack of ongoing active support of the management Ø Formal attitude of personnel due to lack of motivation Ø No regional subdivisions are involved 16

Ways forward Ø QMS integration into the general management system Ø Full description of statistical processes and procedures Ø Improvement of system of quality indicators Ø Business-process optimization 17

Implementation and certification in 2011 -2012 Quality Management System (QMS) in the Agency of Statistics of the Republic of Kazakhstan 2011 -2012 Certification of Headquarters ISO 9001: 2008 Implementation in regional offices Ro. K ST ISO 9001 -2009 18

Conclusion, recommendations, suggestions Ø ISO 9001 implementation positively affected the Agency performance Ø QMS conformity with ISO 9001 requirements does not provide compliance with all special requirements applicable to statistical products and processes Ø It is important to provide necessary resources and motivate personnel 19

Conclusions, recommendations, suggestions (2) Ø A reference standard of basic quality principles is required to organize and provide quality of the statistical activity in the optimal way Ø May be a special international quality standard for statistical activities should be developed Ø Assistance of Eurostat and other international organizations in personnel quality training is required for further development 20

Thank you for your attention! 21