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GOVERNMENT OF MAHARASHTRA

[ FIRST ISO 9001:2000 CERTIFIED COLLECTORATE OF INDIA ]

PUBLIC SERVICE - OUR MOTTO


www.jalgaon.gov.in

ISO 9001 : 2000


WORK PROFILE OF COLLECTORATE
Land Related Matters. Law & Order Related Matters. Supply of Essential Commodities Related Matters Land Acquisition/ Rehabilitation Related Matters. Service Matters of Officers and Staff. Conducting various Elections Tackling Natural Calamities VVIP Protocol Co-ordination amongst Various Departments

ISO 9001 : 2000


PUBLIC PERCEPTION OF GOVERNMENT OFFICE GOVT OFFICE MEANS RED TAPISM GOVT WORK MEANS 6 MONTHS WAIT WORK NEVER A PRIORITY IN GOVT OFFICE OFFICERS GENERALLY ARE UNAVAILABLE BEING OUT ON TOUR LACK OF OFFICERS - STAFF COORDINATION OFFICIALS PROCEDURES ARE COMPLICATED AND CONFUSING

ISO 9001 : 2000


STEPS TAKEN TO CHANGE PUBLIC - OPINION It was agreed upon to change the public perception about Govt. Offices. For this, first step was to prepare ourselves mentally. Commitment from Top Management. Biggest task was to change the mentality of employees. A brain storming session was then arranged to discuss it with all HOD,s, Dy. Collectors,Tahsildars & other officials. It was decided to go for the ISO:9001-2000 Certification of the Collectorate. ISO certification for entire Collectorate was a mammoth task.

VARIOUS ISO Standards


(international Standardization Organization)

ISO 9001 : 2000 - Quality Management Systems. ISO 14001:2004 - Environmental Management Systems ISO/TS 16949: Automotive Industry ISO/IEC 17025: Testing & Calibration Laboratories AG22000:2005 Food Safety Management Systems AS9100 Quality Systems - Aerospace - Model for Quality Assurance in Design, Development, Production, Installation and Servicing

ISO 9001 : 2000


Quality Management Systems- Requirements This is organised in to 5 major auditable process. Section 4 - Quality Management System : Organisation must
define its processes (using process mapping and flow charts)

Section 5 - Management Responsibility: Commitment from Top


management to determine the need & expectation of customer with the aim of achieving customer satisfaction, Quality policy and Quality objectives must be established, Responsibities and authorities must be defined clearly, Apooint management representative, Take mngmnt review mtngs.

Section 6 - Resource Management: Determine basic competence of


employees, provide training, workspace and additional facilities, equipments etc.

Section 7 - Product Realisation Organisation must plan the activities


leading to your services, must determine customer requirements and implement customer communication process

Section 8 - Measurement, Analysis and Improvement


Customer satisfaction/ dissatisfaction to meet customer requirement, Audit your QMS

ISO 9001 : 2000


DOCUMENTATION Documentation comprises four tiers. The Quality Manual: How you meet the requirements of standards
via the system you implement , This must include reference & procedures

Procedures: How to perform a task. Outline the key steps and their
order. Procedures can be described as WHAT you do

Work Instructions: Provide detailed step-by-step descriptions, not


just an outline. Describe HOW you perform a task.

Records: To show that you followed your quality system TYPES OF ISO AUDITS Pre Assessment or System Audit Registration Audit Surveillance Audit.

ISO 9001 : 2000


STEPS TAKEN TO CHANGE PUBLIC PERCEPTION ISO process is a team work, this feeling was instilled into the Officials & staff. For this, it was decided to involve both the Officials & the staff at each level of activity. Joint meeting of Officials & staff were taken to find out various problems. Solutions of these problems were given. Govt. office means chaos- this concept was changed. External & internal appearance of every deptt. was given a facelift to have a healthy working environment.

ISO 9001 : 2000


STEPS TAKEN TO CHANGE PUBLIC PERCEPTION The working style completely changed. New office systems developed & put to use. The officials & the staff encouraged to maximise the use of computers in office procedures. A proper working environment was built up for the officers & the staff. Training given at various levels

ISO 9001 : 2000


THE STAFF & OFFICIALS WERE MADE TO REALISE THAT: ISO is a self- help process ISO means total change in work culture. Quality decides the degree of customer satisfaction. Proper management is not possible without proper evaluation. If error takes place, correct it. Then find out the reasons for it to prevent its recurrence. Failure is basically due to lack of efforts & skill, not because of lack of capability.

ISO 9001 : 2000 CERTIFICATION


OBJECTS :
To make the functioning of the Collector Office as per the Govt. prescribed standards/ norms/ time-limits. ISO certification would give a positive message at national/ international level from the viewpoint of development of the district. With these objectives, it was decided to proceed for the ISO certification. For ISO certification, the Distt Planning branch of Collectorate was chosen first.

ISO 9001 : 2000 CERTIFICATION


PREPARATORY STEPS Officials/staff motivated at various intervals to go for ISO certification. ISO Quality Management System based on following 8 Management Principles. 1. Citizen Centric, 2. Leadership, 3.Participation, 4. Pro-activeness, 5. Proper Management, 6. Constant Upgradation 7.Situational Decision Making, 8. Interpersonal Relations. Training was organised for all in respect of these management principals. It was decided to bring down pendency to minimum possible level by adopting suitable work procedures.

ISO 9001 : 2000 CERTIFICATION


PREPARATORY STEPS Regular inspection, monitoring & evaluation to find out various defects, shortcomings & then modifying and improving them accordingly. For ISO certification, a third agency was appointed - ISC Certification Pvt. Ltd, Australia. They trained the Officials/staff at various intervals for Quality Management. Then Internal Audit was done for 2 days.

ISO 9001 : 2000 CERTIFICATION


TRAINING OF THE OFFICIALS & STAFF

QUALITY POLICY
We at Collectorate, Jalgaon promise our customer commitment We at Collectorate, Jalgaon promise our customer commitment to excellence in activity and services by employees in our organization. to excellence in activity and services by employees in our organization. We provide our valued customer for continual improvement as a part of We provide our valued customer for continual improvement as a part of our effort for enhancement in customer satisfaction through transparency our effort for enhancement in customer satisfaction through transparency in services and timely completion of jobs, which meets the expectation in services and timely completion of jobs, which meets the expectation of our customer. of our customer. We provide our valued customer that we will achieve this through We provide our valued customer that we will achieve this through Following objectives :Following objectives :-

Understanding customer requirement properly and speedy processing of the same to enhance customer satisfaction. Upgrading our capabilities through continual improvement COLLECTOR, JALGAON

ISO 9001 : 2000 CERTIFICATION


TRAINING OF THE OFFICIALS & STAFF

ISO 9001 : 2000 CERTIFICATION


TRAINING OF THE OFFICIALS & STAFF

ISO 9001 : 2000 CERTIFICATION


TRAINING OF THE OFFICIALS & STAFF

ISO 9001 : 2000 CERTIFICATION


WORK DONE Official documents/records sorted out. They were classified into A, B, C & D categories. Unnecessary/ useless papers destroyed by following proper procedure. Total 30 quintals of paper waste generated. The sorted papers were arranged and kept in the record room of the Collectorate properly.

ISO 9001 : 2000 CERTIFICATION


SITUATION BEFORE ISO CERTIFICATION

ISO 9001 : 2000 CERTIFICATION


SITUATION BEFORE ISO CERTIFICATION

ISO 9001 : 2000 CERTIFICATION


SITUATION BEFORE ISO CERTIFICATION

ISO 9001 : 2000 CERTIFICATION


DESTROYING UNNECESSARY/USELESS PAPERS/RECORDS

ISO 9001 : 2000 CERTIFICATION


DESTROYING UNNECESSARY/USELESS PAPERS/RECORDS

ISO 9001 : 2000 CERTIFICATION


DESTROYING UNNECESSARY/USELESS PAPERS/RECORDS

ISO 9001 : 2000 CERTIFICATION


DESTROYING UNNECESSARY/USELESS PAPERS/RECORDS

ISO 9001 : 2000 CERTIFICATION


30 QUINTAL WASTE WAS GENERATED

ISO 9001 : 2000 CERTIFICATION


WORK DONE The record room was cleaned up. The record room was completely reorganised. Time barred documents were weeded out of the record room. The relevant documents were properly & systematically arranged in the record room. All the unwanted furniture was taken out of the record room and disposed off.

ISO 9001 : 2000 CERTIFICATION


CONDITION OF RECORD ROOM BEFORE ISO

ISO 9001 : 2000 CERTIFICATION


CONDITION OF RECORD ROOM AFTER ISO

ISO 9001 : 2000 CERTIFICATION


PREPARATORY STEPS
Useless / irreparable furniture weeded out. There was a drastic reduction in the number of cupboards / almirahs required to keep documents. The freed up cupboards/ almirahs given to Talathis/ Revenue Inspectors as per the need. Thus, public money also saved.

ISO 9001 : 2000 CERTIFICATION


SITUATION BEFORE ISO CERTIFICATION

ISO 9001 : 2000 CERTIFICATION


THE COLLECTOR HAVING A LOOK AT THE DISCARDED FURNITURE

ISO 9001 : 2000 CERTIFICATION


THE DISCARDED FURNITURE WAS TAKEN OUT.

ISO 9001 : 2000 CERTIFICATION


THE DISCARDED FURNITURE WAS TAKEN OUT.

ISO 9001 : 2000 CERTIFICATION


THE DISCARDED / IRREPARABLE FURNITURE WAS TAKEN OUT.

ISO 9001 : 2000 CERTIFICATION


THE DISCARDED FURNITURE WAS TAKEN OUT.

ISO 9001 : 2000 CERTIFICATION


THE DISCARDED/IRREPARABLE FURNITURE WAS TAKEN OUT.

THE COLLECTOR HAVING A LOOK AT THE STUFFED ALMIRAHS.

THE COLLECTOR HAVING A LOOK AT THE STUFFED ALMIRAHS.

THE COLLECTOR & THE DY. COLLECTOR (EGS) IN DISCUSSION.

THE COLLECTOR HAVING A LOOK AT THE FREED UP ALMIRAHS (AFTER)

THE FREED UP ALMIRAHS (AFTER)

THE FREED UP ALMIRAHS DISTRIBUTED TO REVENUE INSPECTORS / TALATHIS.

ISO 9001 : 2000 CERTIFICATION


PREPARATORY STEPS Repairs / modifications / alterations were carried out in Branch Offices of Collectorate to have a healthy working environment. The sitting arrangement of the staff was changed. The Board showing sitting arrangements of officers and Branches was displayed. Room no. and name of branch was displayed.

ISO 9001 : 2000 CERTIFICATION


OFFICE OF THE COLLECTOR

ISO 9001 : 2000 CERTIFICATION


THE MUNICIPAL BRANCH OF THE COLLECTORATE.

ISO 9001 : 2000 CERTIFICATION


THE EGS BRANCH OF THE COLLECTORATE.

ISO 9001 : 2000 CERTIFICATION


PLANNING BRANCH OF THE COLLECTORATE

ISO 9001 : 2000 CERTIFICATION


OFFICE OF THE SDM JALGAON.

ISO 9001 : 2000 CERTIFICATION


COMPUTERISATION OF WORK PROCESSES

ISO 9001 : 2000 CERTIFICATION


THE CONFERENCE HALL.

ISO 9001 : 2000 CERTIFICATION


THE CONFERENCE HALL.

ISO 9001 : 2000 CERTIFICATION


SITTING ARRANGEMENT BOARD DISPLAYED

ISO 9001 : 2000 CERTIFICATION


SITTING ARRANGEMENT BOARD DISPLAYED

ISO 9001 : 2000 CERTIFICATION


NAME/NO. PLATE WAS DISPLAYED FOR EACH ROOM.

ISO 9001 : 2000 CERTIFICATION


NAME/NO. PLATE WAS DISPLAYED FOR EACH ROOM.

ISO 9001 : 2000 CERTIFICATION


WORK DONE

Old Typewriters were taken out. Computers were given to every branch. All these computers were connected by the LAN. File Monitoring System (FMS) & Letter Monitoring System (LMS) started.

ISO 9001 : 2000 CERTIFICATION


WORK DONE Internal Video Conferencing facility was provided for Officers for Internal discussions. This facilitated easy control over work. Unnecessary correspondence was done away with. Official website of the district ( jalgaon.gov.in and jalgaon.nic.in) was launched and most of the information was kept on it.

ISO 9001 : 2000 CERTIFICATION


INTERNAL VIDEO CONFERENCING FACILITY

ISO 9001 : 2000 CERTIFICATION


File Monitoring System (FMS)

ISO 9001 : 2000 CERTIFICATION


OFFICIAL WEBSITE - www.jalgaon.gov.in

ISO 9001 : 2000 CERTIFICATION


WORK DONE
This preparation for ISO commenced 2 years back External appearance of the Office was changed first. A beautiful garden was developed. Lotus ponds were constructed in this garden. Cement flooring was done in the backside of the office.

ISO 9001 : 2000 CERTIFICATION


THE GARDEN : BEFORE

ISO 9001 : 2000 CERTIFICATION


THE GARDEN : AFTER

ISO 9001 : 2000 CERTIFICATION


BEAUTIFICATION OF THE COLLECTORATE CAMPUS

ISO 9001 : 2000 CERTIFICATION


THE GARDEN : AFTER

ISO 9001 : 2000 CERTIFICATION


THE ELECTION BRANCH

ISO 9001 : 2000 CERTIFICATION


BLOOMING LOTUS FLOWERS IN LOTUS POND.

ISO 9001 : 2000 CERTIFICATION


BACKSIDE OF THE COLLECTORATE.

ISO 9001 : 2000 CERTIFICATION


WORK DONE
There used to be no proper parking for vehicles in the Collectorate & Officers/Staff/ Visitors used to park their vehicles in a chaotic manner. This used to cause lot of traffic indiscipline & other traffic problems. Therefore, PAY & PARK facility was started to tackle this problems successfully.

ISO 9001 : 2000 CERTIFICATION


PAY & PARK FACILITY USHERED IN DISCIPLINE.

ISO 9001 : 2000 CERTIFICATION


PAY & PARK FACILITY USHERED IN DISCIPLINE.

ISO 9001 : 2000 CERTIFICATION


WORK DONE
The irregularities found in Internal Audit were cured. ISC Certification PTY Ltd made surprise inspections to evaluate the progress of ISO: 9001-2000. Lastly, on 26th march 2007, the Collector Office was certified to be complying with the international quality management standards as per ISO 9001 : 2000. Thus, Collector Office Jalgaon became the first Collectorate as a whole in the country to get ISO:90012000 certification.

Efforts of all Officers/Staff Bear Fruit Ultimately !

O Although we got ISO 9001 : 2000 Certification / Accreditation


but it does not mean that we are the best or faultless and it is also not our claim. O But we are trying to be the best, for which it is the first step towards retaining the the High Quality Work system forever.

ISO 9001 : 2000 CERTIFICATION

Felicitations of Vijay Singhal, I.A.S. Collector Jalgaon by Hon Shri Vilasrao Deshmukh Chief Minister Maharashtra

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

ISO 9001 : 2000 CERTIFICATION

THANK YOU !

FIRST ISO:9001-2000