MEXICO

ISO 9000 HELPS

TRANSFORM PUBLIC
SECTOR IN MEXICO
 MEXICO

INTRODUCTION TO THE COUNTRY

CAPITAL - MEXICO CITY
INDEPENDANCE DAY - 5TH MAY
CONSTITUTION - 1917
PARTS - CARIBBEN COST/ CENTRAL MEXICO/
PACIFIC COAST- SOUTH
CURRENCY - PESCO
 MEXICO & ISO 9000
ISO 9000 CERTIFICATIONS OF
MEXICAN GOVERNMENT
INSTITUTIONS DOUBLED EVERY TWO
YEARS BETWEEN 1995 TO EARLY 2001
TOTALLED MORE THAN 700
WHAT ABOUT THE
INSTITUTIONAL
EFFECTIVNESS OF ISO 9000?
 ISO 9000 SURVEY
TOTAL ORGANIZATIONS = 547
ENERGY SECTOR ORGANIZATIONS = 77%
ECONOMY& FINANCE SECTOR = 12%
OTHERS INSTITUTIONS = 11%
ALL ARE ISO 9000 CERTIFIED INSTUTIONS
80%
70%
60%
50%
40%
30%
20%
10%
0%
GOVERNMENT JURISDICTION
FEDRAL GOVT. ORGANIZATION = 91%
STATE INSTITUTIONS = 7.5%
FEDRAL STATE INSTITUTIONS = 1%
MUNICIPAL ( COUNTARY & CITY) = 0.5%

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
DISTRIBUTION & GROWTH IN ISO 9000
CERTIFICATIONS OF MEXICAN
GOVERNMENT INSTITUTIONS
250

200
1995
1996
150
1997
1998
100
1999
2000
50

0
 PUBLIC SECTOR ISO 9000
CERTIFICATIONS
PEMEX-OIL COMPANY= 45%
CEF-PUBLIC ELECTRIC COMPANY=32%
ECONOMIC DEVELOPMENT
SECRETARIAT=12%
OTHERS= 11%
45%
40%
35%
30% PEMEX
25% CEF
20% SECPFI
15% OTHERS

10%
5%
0%
THE IMPLEMENTATION
PROCESS

• THE AVRAGE TIME TAKEN FROM

THE START OF IMPLEMENTATION
TO THE CERTIFICATION WAS
CLOSE TO ONE YEAR
• SIX COMMOM ISO 9000
IMPLEMENTATION PROCESS
PHASES WERE NOTED
 THE IMPLEMENTATION
PROCESS
• PREPARATION PHASE
• INITIAL STRUCTURE
• QUALITY MANUAL
• PROCEDURES & APPLICATION OF
ISO 9000-SPECIFIED
REQUIREMENTS
• INTERNAL AUDITS
• FINAL AUDITS
 THE IMPLEMENTATION
PROCESS
• INVESTMENTS IN THE QUALITY
SYSTEM IMPLEMENTATIONS VARIED
CONSIDERABLY, DEPENDING
UPONTHE SIZE AND TYPE OF THE
ORGANIZATION/ INSTITUTION, THE
AVRAGE IS USD 157 900.
• A T TOTAL OF 24 CERTIFICATION
BODIES HAVE BEEN INVOLVED IN
ISO 9000 CERTIFICATIONS
 QUALITY TRAINING
TOPICS & %TRAINING HOURS

• QUALITY AWARENESS 5%
• ISO 9000 REQUIREMENTS 26%
• QUALITY MANAGEMENT & CONTROL 11%
• QMS DOCUMENTATION 14%
• INTERNAL AUDITS 17%
• QUALITY MEASUREMENTS 15%
• OTHER COURCES AND APPLICATIONS
RELATED TO INSTITUTION 12%
 QMS COMPONENTS
• ISO 9002 CERTIFICATION 97%
• ISO 9001 CERTIFICATION 03%
• ISO 9000 ELEMENTS TENDS TO BE
DISREGARDED................
• 4.19 SERVICING 56%
• 4.7 CUSTOMER SUPPLIED PRODUCTION 49%
• 4.15.2 HANDLING & 4.15.5 PRESERVATION 22%
• 4.11 CONTROL OF MEASURING & TEST
EQUIPMENT 14%
 QMS COMPONENTS
MOST SYSTEMS WERE HAVILY DOCUMENTED
GENERAL & OPERATIVE PROCEDURES AVRAGE 117 IN
NUMBER, WORK INSTRUCTIONS AVRAGED 111, AND
QUALITY RECORDS 172
MOST SYSTEMS WERE SUPPORTED BY VERY BRIEF
QUALITY POLICIES
A PARAGRAPH OF 4 TO 5 LINES WAS COMMOM
PRACTICE.
ALL INSTITUTIONS ASKED THEIR EMPLOYEES TO
MEMORISED QUALITY POLICY
ONLY 20% OF REPORTED OBJECTIVES WERE
CORRECTLY STRUCUTRED
 QMS PERFORMANCE & RESULTS
• 77% SYSTEMS ACHIEVED SIGINIFICANT
IMPROVEMENT IN DELIVERY TIME,
PRODUCTIVITY AND CUSTOMER
SATISFACTION AND A REDUCTION IN
DEFECTS AND CUSTOMER COMPLAINS
• 10% SYSTEMS REMAINED WITHOUR
SIGNIFICANT IMPROVEMENT IN
PERFORMANCE
• 5% SYSTEMS SHOWED DECRESED
PERFORMANCE AS A RESULT OF ISO
IMPLEMENTATION
 CONCLSIONS
ISO 9000 QMS HAVE IMPROVED PROFOUNDLY PUBLIC
SECTOR INSTITUTIONS PERFORMANCE
PERFORMANCE IMPROVEMENT WERE MORE
EVIDENT IN MANIFACTURING SECTOR INSTITUTIONS
THAN IN SERVICE INSTITUTIONS
ISO 9000 SYSTEM WAS MORE SUCESSFUL IN
ADVANCED PROCESS CONTROL & PERFORMANCE
MEASURING ORGANIZATIONS
THE KEY SEEMS TO BE LEADERSHIP IN THE
ORGANIZATIONS WITH HIGHLY INVOLVED
MANAGERS.
THANKS