SENEGALAISE DES EAUX Impact of the Quality management system ISO 9001 version 2000

Transcription

1 SENEGALAISE DES EAUX Impact of the Quality management system ISO 9001 version 2000 March 2003

2 The Senegalese subsidiary of the Saur International group (62%), created in A ten years «affermage» and performance contract won after an international tender. Responsibility for the production and distribution of drinking water in the 54 major cities of the country clients which represent 4 millions consumers staff members. The company «SDE» A turn over of 62 millions dollars.

3 A NATIONAL MISSION Rosso Dagana Podor SAINT-LOUIS Richard Toll Matam LOUGA Kébémer Guéoul Dahra Linguère THIES DAKAR RUFISQUE Somone Mbour Fadhiouth Tivaouane Bambey Mbacké DIOURBEL kaffrine KAOLACK Khoungheul Nioro Sokone TAMBACOUNDA Bakel Oussouye Bignona ZIGUINCHOR Sédhiou Kolda Régional branch Local office Vélingara Kédougou

4 OBJECTIVES OF THE URBAN WATER REFORM IN SENEGAL Solve quickly the 1995 problems : - Great shortage of drinking water in the Dakar region - No bank willing to lend money to the sector because of the lack of trust in its capacity to repay this debt Simulate a competitive environment through a performance contract so as to stimulate the private partner and improve quickly and significantly the quality of the services. Choose a contractual system in which the state keeps control of the structural assets and the sectors policy Restore the water infrastructures without increasing the average price of water more than 3% a year.

5 THE CONTRACTUAL SCHEME State World bank. Concession contract «Affermage» contract SONES Asset company SDE Private partner Performance contract Clients The real innovation lies in the performance contract based on an international benchmarking in quality service. This system compensates efficiently the natural monopoly of a water service. Each year measured improvements must be achieved to keep up with the rise of the contractual objectives.

6 Quantified performance indicators of the contract A Technical aspects A.1 Treatment plant efficiency A.2 Remarks A.3 Network efficiency A.4 Number of leaks B Water quality B.1 Bacteriological quality B.2 Number of samples analyzed for bacteriology B.3 Chemical quality B.4 Number of samples analyzed for chemistry C Quality service C.1 Leak stopped in < 1 or 2 hours (depending on diameter) C.2 Leak repaired < or 24 hours (depending on diameter) C.3 Invoices without estimation C.4 Response to complains within the 24 hours C.5 Decrease in complains D Network renewal D.1 Kilometer renewed of pipe (equivalent 100mm) D.2 Number of connection renewed D.3 Number of meter renewed E Financial aspects E.1 Payment at due date of the monthly transfer to SONES E.2 Invoice recovery efficiency

7 What is the ISO 9001 V2000 International Quality management system? It is the only international normalization reference system which is structured to give a guaranty on the management of the processes which generate the quality of the products and services to the client with a continuous improvement dynamic. A Quality policy is written with major quantified commitments to the clients. Each need of the client is the input of a process which manages all the steps necessary to generate an appropriate output. The process manager has full power to fulfill his mission and gives a special attention in making interaction between processes efficient. For each process measured objectives are determined, performance indicators put into place, written procedures deployed, proving documents generalized at each pertinent step and improvement plans materialized.

8 Continuous improvement process of of the the Quality management system CLIENTS D ee m aa n d ee ss Management of of the the resources input input Responsibility of of the the general manager Execution of of the the services and and products Measure, Analyze, improve output output Product Service S a a t t i i s s f f a a c c t t i i o o n n CLIENTS

9 ISO 9001 Version 2000 : A structured and trustable management quality system to satisfy everyday more efficiently the clients while optimizing the resources (human skills, equipments ). ISO 9001 V2000 Act Check ISO 9001 V2000 Check Plan Do Do ISO 9001 V2000 Do Act Plan ISO 9001 V2000 Plan Act Plan Do Check Check Do Act Check Act ISO 9001 V2000

10 Why did SDE need to adopt in 2000 the ISO 9001 v Quality management system? A political change endangered the contract. The already significant gains in productivity weren t sufficient to keep up with the rise of the contractual objectives. The clients requirements were changing very quickly towards a better service since the shortage of drinking water on Dakar was over. The staff wanted more recognition, information and fairness. The pipe renewal activity was to grow sharply whilst not yet mastered. It was urgent to find a way to improve quickly performance productivity, share a vision with the staff, understand and satisfy the clients and government new needs.

11 Why did SDE need to adopt in 2000 the ISO 9001 v Quality management system? It was urgent to find a way to improve quickly performance, productivity, share a vision with the staff, understand and satisfy the clients and government new needs. The ISO 9001 version 2000 quality management system was able to rapidly give answers to all our management challenges and improvement needs. Its philosophy matches almost perfectly the objectives of the reform and its materialization through a quantified performance contract Act Check Iso 9001 Plan Do

12 A revolution in the definition and management of the strategy and objectives SDE contract SDE Strategy Strategy by process Public letter with quantified commitments (9 objectives in 2003) Commitments and objectives by operational unit, direction and service (70 performance indicators) Target contract with each employee

13 A revolution in the definition and management of the strategy and objectives Vision : Satisfy our clients and become an international reference for best practices in water services Values : The continuous Quest of performance The fulfillment of all our commitments The Fairness in all our actions A management focused on team spirit 2002 Public letter of commitments : Bacteriology and Chemistry of water at 98% over IHO standards Network efficiency over 78% Clients demands answered at 100% within contractual objectives Invoice recovery over 97% Ordinary new connections realized within 15 days after the order P.S. For the year 2003 four extra commitments have been added and the existing target values increased

14 Example of a commitment spreading to a process Extract of the public commitment letter Extract of the commitments of the client process 1- Bacteriology and Chemistry of water at 98% over health standards Collect and transmit in the predetermined delays the information relative to consumers remarks (1) 2- Network efficiency over 78% Invoice cancellation lower then 1% (2) Invoices estimated lower than 1.5% (2) Invoices recalculated lower than 1% (2) Installed antifraud meter rings at 100% (2

15 Example of a commitment spreading to an employee Extract of the public commitment letter Network efficiency over 78% Extract of the commitments of a Sector technical manager Execute at 100% the maintenance program of the network. Stop the leaks in 1hour if the pipe diameter <400mm, or 2hours. Finish the leak repair within the 12 hours following identification Control at a 100% the quality of the repairs on the water mains. Control at a 40% the quality of the repairs on the connections Execute 20 connection renewal each month Register Zero lack of repair parts in the temporary storage unit

16 Which were the preoccupations of the auditors during the initial certification mission Reality of the policy spreading Understanding and appropriation of the system by all the staff The effectiveness of the organization to capture, measure and answer the clients needs The existence of the management by Process The clear definition and implementation of the performance indicators The measurement of the process efficiency The efficiency of the different management meetings organized to pilot and coordinate the quality system. The implementation of the improvement system based on corrective actions, preventive actions and improvement plans.

17 Significant improvements Showed by the technical indicators

18 A Production capacity sufficient to satisfy the demand since 2000 Thousand M ,5% +0,8% +4,7% Total SDE Production

19 10 points of network efficiency gained in 6 years which represent a reduction of 11 million cubic meters of yearly wastage % ,5 69,5 Yearly network national efficiency 72,6 75,6 68,2 69,5 72,1 74,4 73,9 73,9 78,1 78,4 78,6 81,6 Network under pressure 24h/d 83,6 85 organization by process ISO SDE Performance Contractual Target The network structural quality will make the progress slow and the target difficult to reach

20 Significant improvements Showed by the water quality indicators

21 The water distributed exceeds the contractual required quality standards 100 Annual bacteriological water quality compliance with the contract % ,4 96,7 97,5 97,9 97, SDE performance Contractuel target

22 Significant improvements Showed by the network modernization indicators

23 SDE has always respected its contractual objectives for pipe renewal Renewed meters of equivalent cast iron 100mm Meters Years SDE realization Contractual objectives

24 SDE has always respected its contractual objectives for connection renewal Yearly connection renewal Nb Années SDE realization contractual objectives

25 Significant improvements Showed by the quality service indicators

26 A densification of connections boosted since 2000 and a 41% of progress in 7 years Evolution of the number of connections +9,62 % +4,01% (5BI) Free social connections represent lately more than 85% of the new n clients

27 A monthly monitoring to seek efficiency of improvements plans Pourcentage of leaks repared in within 12 hours 100 % ,2 36,9 58,9 76,7 87,3 64,8 69,8 71,9 72,5 69,5 65,1 79, Janvier Février Mars Avril Mai Juin SDE performance Juillet Août Sept Octobre Contractual target Novembre Décembre Cumulé

28 71% of our clients are now greeted in modernized and efficient offices New office in poor neighborhoods

29 ISO 9001 V.2000 a revolution in the ways to listen to the clients needs Specific marketing policy for sensitive clients Generalization of the client registration books for suggestions, remarks or demands so as to launch efficient improvement plans. Realization of a clear, constant and transparent communication process will consumers associations Materialization of the partnership with the state client. Execution of an independent consumer survey so as to launch efficient improvement plans.

30 Significant improvements Showed by the financial indicators

31 Waste reduced and consumption better managed in state collectivities Sales to collectivities Millions de F cfa Measured Polynomial (Measured)

32 The credibility of the water sector is restored because of the rigorous management. Global invoice recovery performance indicator % , invoice recovery efficiency Contractual objective

33 Significant improvements For the staff

34 Significant improvements due to a better and compulsory internal Communication system Structured Process coordination meetings Monthly meeting with the trade unions 2 meetings a year between the board of directors and the employees es in the regional offices Organization of a commitment meeting with all the executive staff f and policy spreading employees Weekly information letter Internal magazine each trimester Information board and Fax to all offices and computer network to all regional branches Employee satisfaction independent survey

35 Progress through an important focused staff training program Hours of training program Executive Supervisory staff Workers

36 Continuous efforts to modernize the operating equipments computers 30 servers (Latest technology) April computers 01 server 09 mini HP

37 At last progress in security of the staff SDE Nb of accidents which required temporary rest of the employee nb of lost working days Frequency international indicator Seriousness international indicator ,5 0, ,09 0, ,46 0,18 The 2002 improvement plan is starting to create a security reflex x among the employees.

38 RESULTS FOR SDE AND THE WATER SECTOR IN 2002 ISO 9001 v helped SDE structure more efficiently its management so as to speed up its productivity gains and therefore sustain the sectors price policy. The government is satisfied, Quality and Quantity of information has been improved and created a better transparency favorable strengthen public-private partnership. The clients feel listened, recognize the improvements and are quite satisfied as the survey proves it. The employees feel now that they can fairly express their skills, are proud of the new company and the trade unions accepted to sign a three-year peace protocol. The financial credibility of the sector is restored.

39 THANK YOU FOR YOUR ATTENTION Continuous Progress A wining team A wining Senegal Iso 9001 Act Plan Check Do