Quality Management System Issues - Case Study Example

1.3 Pick one process from previous task; identify at least 10 inputs and 5 outputs for that process Process: Customer service Inputs Process Outputs 1.4 For the process used in 1.3, determine 5 performance parameters and 5 methods that can be used to measure those performance parameters No Performance parameters Measurement method 1 Responsiveness Time in minutes 2 Customer satisfaction Surveys 3 Food and cuisine Food taster opinions 4 Honesty Number of honored promises 5 Cleanliness and Heath Audit and Inspection 2.3: Determine 5 processes that describe the organization’s operations. For each process determine at least 2 sub-processes. These may include both mining and non-mining processes. 1. Mineral exploration: This is the process of looking for ground that is suspected to have oil deposits and other precious minerals. Exploration involves feasibility studies to find out the quantities and sustainability of the mineral. a) Land evaluation: This is assessing a given land to see if they really have oil deposits and assessing their levels, accessibility and transportation. b) Sampling: This is getting some samples and assessing them for containment of oil deposits. Samples are taken to the laboratory for geological testing. Sufficiency of the minerals is an indication of success c) Testing soil samples: This is the process of testing of the samples to see if they have the desired result. All samples tested represents locations sampled and the quantity and amount of machinery required 2. Extraction the Ore: This is the process of getting oil from a mixture of several substances extracted deep in the earth’s surface. Extraction involves drilling and making vents that diagonally or vertically prod to the mineral deposits. a) Equipment installation: This is the setting up of equipment that will be used to extract oil. Equipments can take time to be installed depending on the capacity and quantity of the drilling project b) Drilling: This is digging the ground so that oil extracts are obtained. Drilling is the main activity and it involves setting the drills to direct the minerals upwards via spirals or vacuum suction mechanism. 3. Product Selling: This is marketing and selling the products that is ready to be used in the market a) Marketing - this is creating awareness for the product that is being extracted. Various methods of advertisement are used including websites, posters, flyers and brochures. Marketing makes the company realize its share and penetration. b) Price setting – this is the process of setting the price that products will be sold. Pricing is influenced primarily by market forces of supply and demand. The pricing will be made depending on the quality and type of mineral 4. Safety: This is the state of security and the safe conditions that are prevalent in the industry. Safety is paramount for continued survival of the company. Employees and equipment have to be ensured of their safety if the processes have to continue. a) Safety measures – these are the measures and the steps that are taken to have a safe environment and working conditions. The company has to comply with regulations and enforce their plans. b) Safety policy – this is the rule/procedure that should be followed to ensure safe environment. Health and safety policies are crucial as they provide a uniform and litigable platform for all players in the industry. 5. Mining Operations Closure - this is the process of bringing the mining process to a close after the mineral is reached or after it is cleared that there is no mineral that can be reached. The closure requires doing the post mining report and taking stock of machinery, employees and the damage to the environment. a) Mineral level assessment – measuring the level of the mineral that is remaining and evaluating their economic significance. If the levels are too low the company may consider closure and relocate to sites with greater mineral deposits. b) Mineral exit level – this is the level that will be used to gauge when to exit the operations when the mineral content and quantities have dropped significantly. The levels informs the rate of extraction and consequently the expected date of closure Please answer the (2.4, 2.5, 2.6, 2.7 and 2.8) as form 2.4: Select 2 main processes from the above list and identify at least 5 environmental aspects for each of those 2 main processes (altogether 10 environmental aspects. 1) Extraction the Ore Aspects Description Soil erosion Due to the fact that the ground will be broken, soil erosion will be encouraged Sound pollution There will b e machines that will be involved and they will introduce sound pollution Soil composition effect Due to the extraction, some chemicals will get mixed up with the soil. This will lead to soil composition change Air pollution There will be emission of gases to the environment and therefore will introduce gases that will pollute the environment Deforestation and vegetation cover effect With the extraction and the clearing of vegetation, there will be effect on the environment 2) Mining operations closure Aspects Description Reforestation Due to a close of mining, trees will be planted and the environment will be reclaimed again Soil conservation There will be soil conservation because soil will be brought to the places where they were initially removed Soil composition With the chemicals no longer being produced and extracted, the soil will be returned to where it was initially Temperature regulation Machines and imposed heat from eth mining activity will be stopped and therefore there will be normalcy again Living organisms restored When mining stops, the environment will be restored and the life will also be restored and they will come back to their place of residence 2.5: Now, identify at least 5 environmental impacts for each the 2 main processes selected above (altogether 10 environmental impacts) (approx. one page). 1) Extraction the Ore Aspects Impacts Soil erosion Loss of soil fertility Sound pollution Loss of sound and hearing clarity Soil composition effect Loss of soil fertility and other minerals in the soil. There will be introduction go other chemicals to the soil Air pollution There will be loss of safe living conditions. With the pollution, some wild life will move Deforestation and vegetation cover effect Soil erosion, strong winds will be given a chance to bring destruction 2) Mining operations closure Aspects Impacts Reforestation New vegetation will be encouraged. There will be air purification Soil conservation New soil composition will be brought Soil composition Soil components will change as the chemicals will no longer be produced Temperature regulation New vegetation and wild life will be encouraged Living organisms restored New composition and air purification will be encouraged 2.6: Write down at least 1 objective for each of the 10 environmental aspects previously identified (altogether 10 environmental objectives) (approx. one page). 1) Extraction the Ore Aspects Objectives Soil erosion To preserve soil so that their components and fertility is maintained To have fertile soil that is good for crops Sound pollution To have a serene environment that is good for living and life Soil composition effect To have the right soil components and minerals that will sustain crop life Air pollution To have safe air that is fit for life Deforestation and vegetation cover effect To have the right vegetation that will sustain wildlife and boost living conditions 2) Mining operations closure Aspects Objectives Reforestation To have enough vegetation that will bring about healthy living conditions Soil conservation To have good soil that will sustain plant life Soil composition To have good soil components that will support a variety of crops Temperature regulation Have good and safe temperature that will sustain both animal and human life Living organisms restored Have organisms that will improve soil status 2.7: Determine the (realistic and relevant) targets for all of the 10 environmental objectives identified above (altogether 10 environmental targets) (approx. one page). 1) Extraction the Ore Aspects Objectives Targets Soil erosion To preserve soil so that their components and fertility is maintained To have fertile soil that is good for crops Have less than 5% of land experiencing soil erosion Have original soil being retained after heavy downfall Sound pollution To have a serene environment that is good for living and life Have sound pollution less than 10decibels Soil composition effect To have the right soil components and minerals that will sustain crop life Have at least 5 or more crops being planted on the soil Air pollution To have safe air that is fit for life Have fresh air that can sustain wild and humans Deforestation and vegetation cover effect To have the right vegetation that will sustain wildlife and boost living conditions Have enough cover that will protect the environment from strong winds 2) Mining operations closure Aspects Objectives Targets Reforestation To have enough vegetation that will bring about healthy living conditions Have a forest that will regulate the rain and environmental conditions Soil conservation To have good soil that will sustain plant life Have soil being preserved and if there is soil erosion being experienced, this should be less than 5% Soil composition To have good soil components that will support a variety of crops Have good soil that will sustain at least five and above crops Temperature regulation Have good and safe temperature that will sustain both animal and human life Have temperature that is sustainable and is able to be regulated Living organisms restored Have organisms that will improve soil status Have significant living organisms that will improve the soil composition and texture 2.8: Identify at least 2 actions for each environmental target identified above (altogether 20 environmental actions) (approx. one page). 1) Extraction the Ore Aspects Targets Actions Soil erosion Have less than 5% of land experiencing soil erosion Have original soil being retained after heavy downfall Build gabions and terraces on the steep and sloppy areas. Plant buttressed trees like bamboo on the slopes to contain loose earth. Construct dams to reduce the flow of running surface water. Sound pollution Have sound pollution less than 10decibels Alert people at the point of explosion be blowing whistles Build on low noise machinery Relocate institutions like hospitals and schools from the extraction areas Soil composition effect Have at least 5 or more crops being planted on the soil Introduce organic manure to the soil Excavate and remove soil containing large quantities of chemicals Carry out a campaign on soil cleaning with useful reagents Air pollution Have fresh air that can sustain wild and humans Introduce equipments to carry dust wastes to a precipitator Convert dust and airborne toxicants into useful liquids Create high stacks to pump dust high up into the air. Deforestation and vegetation cover effect Have enough cover that will protect the environment from strong winds Plant more trees every rainy season Limit cutting of any trees in the neighborhood Plant tree species that holds soil together, conserves water and cleans the air 2) Mining operations closure Aspects Targets Actions Reforestation Have a forest that will regulate the rain and environmental conditions Gazette a land for reforestation program Plant various kinds of tree species Fence off the forested area from grazers and illegal loggers Soil conservation Have soil being preserved and if there is soil erosion being experienced, this should be less than 5% Plant grass and shrubs on naked earth Limit grazing on naked grounds Minimize farming and other activities on affected areas Soil composition Have good soil that will sustain at least five and above crops Take soil samples and test the PH and pollution levels Introduce organic manure and other soils to the area affected Limit any more dumping of chemicals to the site Temperature regulation Have temperature that is sustainable and is able to be regulated Plant more trees to regulate temperature Allow equipment and environs to cool when temperatures rise Living organisms restored Have significant living organisms that will improve the soil composition and texture Carry out a pilot test of some organisms to test their receptiveness Introduce decomposing organisms to the succession Build a sustainable environment for living organisms by limiting further wastage. 2.9: Determine at least 5 methods that can be used to measure or monitor the progress of the implementation of the environmental actions (approx. one page). Aspects Actions Methods Soil erosion Build gabions and terraces on the steep and sloppy areas. Plant buttressed trees like bamboo on the slopes to contain loose earth. Construct dams to reduce the flow of running surface water. Measurement of amount of soil in runoff water. Determination of grass cover on eroded areas Sound pollution Alert people at the point of explosion by blowing whistles Build on low noise machinery Relocate institutions like hospitals and schools from the extraction areas Sound measured in decibels Determine the effects on buildings, people and animals Soil composition effect Introduce organic manure to the soil Excavate and remove soil containing large quantities of chemicals Carry out a campaign on soil cleaning with useful reagents Soil samples measurement of the control and experimental samples in a laboratory Air pollution Introduce equipments to carry dust wastes to a precipitator Convert dust and airborne toxicants into useful liquids Create high stacks to pump dust high up into the air. Use noise receptors to measure the degree of noise pollution in the air. Carry out a survey on school children and patients in hospitals Deforestation and vegetation cover effect Plant more trees every rainy season Limit cutting of any trees in the neighborhood Plant tree species that holds soil together, conserves water and cleans the air Assess the amount of three cover by using geographical information system Headcount of tree cover and exposure b. Mining operations closure Aspects Actions Methods Reforestation Gazette a land for reforestation program Plant various kinds of tree species Fence off the forested area from grazers and illegal loggers Measure the percentage of vegetation cover, both natural and artificial Soil conservation Plant grass and shrubs on naked earth Limit grazing on naked grounds Minimize farming and other activities on affected areas Measure the fertility of soil Soil composition Take soil samples and test the PH and pollution levels Introduce organic manure and other soils to the area affected Limit any more dumping of chemicals to the site Soil samples measurement of the control and experimental samples in a laboratory Temperature regulation Plant more trees to regulate temperature Allow equipment and environs to cool when temperatures rise Assess the plants that are supported by soil and the temperature in that place Measure the daily temperature Living organisms restored Carry out a pilot test of some organisms to test their receptiveness Introduce decomposing organisms to the succession Build a sustainable environment for living organisms by limiting further wastage. Measure the soil living organisms that are available in the soil in a laboratory Task 3 (10 marks): Occupational Health and Safety Management System (OHSMS) / AS 4801:2001. Example of a LEIGHTON HOLDINGS GROUP a construction company in Queensland, Australia. Legislations on construction in Australia embody both occupational health & safety laws and the national standards and codes of practices index. 1. Control of major risks occurring in civil construction sites: (Workplace Health and Safety Regulation 2008). Enforces existing standards of the compliance component and information gathering component. Highlights and describes actions to prevent or control certain hazards that have greater likelihood of injury, illness and consequent death. 2. General workplace health and safety: (Workplace Health And Safety Act 1995). Imposes greater obligations on people at their places of work to ensure conformance to health and safety. 3. Risk management and control (Workplace Health And Safety Act 1995). Describes how to limit or lower risks at the workplace. Absence of codes or regulations should force the company to adopt more appropriate ways to manage risks. 4. Particular requirements for construction work. (Workplace health and safety regulation 2008 Part 20). Covers construction safety plans, high risk construction work statements, housekeeping practices, excavations and protecting people against falling objects among others. 5. Dangerous goods (IMGD Code 9.1, ICAO rules and IATA regulations). A principal source of dangerous goods classification information. 6. Provision of materials safety data sheets (National Code of Practice on Material Safety Data Sheets [NOHSC: 2011(1994)] describes supplier standards. 7. Risk management in projects (Australian standard AS/NZS 4360:1999 Risk management). Provides use of trained personnel and risk assessment techniques. 8. Audit and assessment tools (Work Health and Safety Act 2011). Allows auditors to assess the degree at which the contractors comply with the requirements. 3.2 Describe at least 10 risks for company’s operations in accordance with the AS/NZS 4801. 1. Environmental pollution to water supply Identification: High levels of construction ingredients in the water downstream, causes suffocation of aquatic life and danger to human that use the water directly without treatment. Assessment: environmental hazard, high levels of toxicity, ranks high Control: Use machinery exuding waste oil and trash to the environment Cleanliness of environment vital during and after construction period Provide detailed training and expertise on environmental conservation. 2. Poisoning Identification: Some preservation and treatment chemicals used by Leighton Company could contain heavy metals like mercury and lead. The chemicals could be used as additives in pre and post construction stages to concrete or mortar and as applications on masonry surfaces. The constitute Admixtures, Flooring compounds, repair and rehab among other advised products. The continued use of unskilled labor force in construction industry is limiting growth and safety issues. Construction chemicals are sensitive and dangerous to human health Assessment: relatively high level of toxicity and severity. Affects body organs of those in direst contact and exposure. Direct inhalation is likely to cause blood poisoning and consequent death. Workers will constantly complaint and fail to turn up at work. Company loses more money and time on treatment and insurance. Control: Use warning signs for dangerous construction chemicals. Must be marked in read and readable to all who use or handle them Train employees on how to handle dangerous chemicals by using protective clothing and body covers. Storage of such chemicals should be under authorized access only Build on machinery that ensures minimal release of toxic chemicals to environment and workers. 3. Leakage of dangerous material or cargo on the roads Identification: change of road color and texture, slippery and toxic fumes arising from the roads surface and inability to manage driving past spillage points. Assessment: higher concentration of chemical substances on the road, ranked as medium in intensity: Control: Using well built and chemical proof transportation vehicles Cleaning of road surfaces containing the spillage Neutralizing chemical spillage with solutions 4. Overloaded trucks Identification: excess baggage on the transportation equipment, suppression of vehicle springs and suspensions. Difficulty in movement and slow speed can cause accidents to unsuspecting workers. Assessment: broken springs, worn out brakes, ranking high Control: Reduce content in transit by carrying what the maximum weight of the lorry or truck can carry Designating routes for trucks carrying excess weight Provide for warnings in the case of brake failure or malfunction. 5. Fog or frost Identification: Thick white mass in the air inhibiting sight and movement. Usually experienced in the early mornings, reduces productivity of construction work hence delaying its completion. Assessment: ranked medium in risk, catastrophic to ongoing construction. Control: Liaising with meteorological centers to provide adequate information on weather conditions prevailing Rescheduling work to times of clear and sunny skies. Warning of movements during fogs by installing sound or lighting system. 6. Load lifting: Identification: Employees handling heavy object or machinery can lift weights greater than the recommended or advised. This can cause injury to the worker or others. Such injuries range from light to life threatening ones. Assessment: occasional repetitive, fatal and medium in severity accidental hazard. Control: Use lifts to carry and transport medium to heavy objects Reduce manual work necessitating transportation by hand Offer training to all employees on how to handle large weights. 7. Amputation: Identification: deep cuts and injuries as a result of using objects and tools with sharp blades can cause amputations to be done. The company will spend more on treatment and replacement of human body parts chopped off by machines Assessment: more serious in effect, ranked highest in severity. Control: Install machine guards and rails under which any broken machine parts do not loosely break off causing accidents Train operators or workers on how to use machines with sharp ends Procure machinery with built –in safety features so as to prevent injuries 8. Change of government policy Identification: Governments declaration likely to cause shifts in price of materials, new fee arrangements, change in standards of construction and demands from the government. Change of construction requirements and methodology affects the project completion. Assessment: Likelihood is low, prior communication usually advised. Control: Work under existing government regulations Be in the know for any likeliness of government policy and changes regarding road construction. Communicate the changes to all the stake holders in good time to allow revision of the construction project plans, objectives and deliverables 9. Fatigue and stress: Identification: prolonged work without relaxation or break amounts to fatigue and stress. Doing repetitive work causes physical lethargy and possibility of getting worn out. The consequence could be sleep and dangerously handling chemicals and sharp objects without knowledge. Assessment: It’s a critical accident hazard and most likely severe. Ranked 3rd Control: Have adequate break from work to relax and regain energy Request for a work off or leave to join friends and family vacation and visits Drink beverages and stimulants to lower levels off fatigue and stress 10. Fire Identification: Flammable construction materials easily caught fire if not carefully used. The company can lose lots of property to fire if no fire extinguishers and exit points are provided. Cause burns and severe charring of human body in addition to property loss. Assessment: Has moderate likelihood and possibility of destruction to the whole company premises and machinery. Employees will lose lives; property will be destroyed and greater losses in the long-term. Control: Install fire extinguishers at every point of entrance, exit and points of convenience. Place fire alarm systems effective enough to detect smoke and fire. Train employees on fire safety and extinguishing Perform random fire drills to check readiness and alertness of employees 3.3: Develop a risk assessment chart and assess all the risks identified under 3.2 ID Risk Probability (1 to 10) Severity (1 to 10) Risk value Probability*severity Rank 1 Fire 8 (High) 6 (Moderate) 48 3rd 2 Poisoning 6(moderate) 9( high) 54 2nd 3 Leakage of dangerous material or cargo on the roads 3(Low) 7 (high) 21 6th 4 Overloaded trucks 2(Low) 5( Moderate) 10 8th 5 Load lifting 5(Moderate) 5(moderate) 25 4th 6 Fog or frost 2(Low) 3(low) 6 10th 7 Change of government policy 1(low) 7(high) 7 9th 8 Environmental pollution to water supply 6(moderate) 5(moderate) 30 5th 9 Stress and fatigue 2(low) 6(moderate) 12 7th 10 Amputations 7(high) 7(High) 56 1st 3.4 Describe at least 2 actions for all the risks identified under 3.2 1. Risk: Environmental pollution to water supply a) Pass legislation for pollution in which the polluter takes responsibility and carries out damage repair. b) Use new and well inspected machinery to carry out construction works 2. Risk: Fire a) Regularly inspect the fire systems for faults and malfunctions b) Train all employees on how to use different fire extinguishers; water, carbon dioxide and foam. c) Insure the entire company against fire 3. Risk: Poisoning a) Install first aid kits and emergency treatments for any employee involved in chemical poisoning b) Mark all containers containing poisonous substances and clearly indicate with caution and warning. c) Dispose off any used containers of poisonous substance. No recycling should be intended for home care utilities 4. Risk: Leakage of dangerous material or cargo on the roads a) Use well built vehicles to transport dangerous chemicals. Sufficient checks should be done before transit b) Neutralize any chemical that has spilled out of a moving vehicle or in construction operations by using appropriate reagents. 5. Risk: Overloaded trucks a) Observe the axle load and weights of all transportation equipment. No equipment should be made to carry loads beyond their gross weight b) Stop any action involving overloading in construction and transport by reporting to relevant authorities c) Repair and maintain all the trucks used in materials and equipment transportation. 6. Risk: Fog or frost a) Use meteorological information to guide on activity planning and sequencing b) Halt work for some time until the effect of fog or frost could not hamper construction activities c) Using defrosting reagents if work has to be continued without interruptions 7. Risk: Change of government policy a) Company management should speculate and get information on the likely change of policy b) Adjust quickly to any adverse changes which can interfere with the operations of the company c) Advise on changes of government policy to all employees to avoid and prevent policy violations and non-compliance. 8. Risk: Environmental pollution to water supply a) Limit use of chemicals and toxic substances near water sources b) Clear and clean the affected water sources c) Warn of danger to people and communities using the water downstream for domestic and commercial needs. 9. Risk: Stress and fatigue a) Take leave and off days to relax the tired body b) Engage in enough sleep and balanced diet to regain energy and weight loss c) Detect and warn of stress and fatigue to the line supervisor or line head 10. Risk: Amputation a) Control instances of increased injuries by reducing on causative factors b) Insure employees against possible loss of body parts and employment c) Place cautionary measure to frequent cause of injury and amputations. References Barnes, D 2008, Operations Management: An International Perspective, Cengage Learning EMEA. Carey, RG & Lloyd, RC 1999, Measuring Quality Improvement in Healthcare: A Guide to Statistical Process Control Applications, ASQ Quality Press. Cleland, DI & Ireland, LR 2006, Project Management: Strategic Design And Implementation, McGraw-Hill Prof Med/Tech. Council, FF & Staff, NRC 1999, Environmental Management Systems and ISO 14001: Summary Report, National Academies Press. Evans, GJ 2006, A Framework for measuring Project Metrics, CVR/IT Consulting LLC. Kendrick, J 2009, Measures and Metrics for PMO success, P2C2 Group. Lyonnet, P 2001, Tools of Total Quality: An Introduction to Statistical Process Control , Springer. Sheldon, C & Yoxon, M 2004, Installing Environmental Management Systems: A Step-By-Step Guide, Earthscan. Tyagi, CL & Kumar, A 2009, Consumer Behaviour, Atlantic Publishers & Dist. Wilson, B 2006, Soft Systems Methodology: Conceptual Model Building and Its Contribution, John Wiley & Sons. . Read More