FUJ00080831
FUJ00080831
RMG BU Quality Management Report
[ee
FUJITSU FUJITSU CONFIDENTIAL (FUJITSU EYES ONLY)
Document Title:
RMG BU Quality Management Report for June 2011
Document Reference: PGM/PAS/REP/0798
Release:
Abstract:
Document Status:
Author & Dept:
Not Applicable
Monthly Report on Quality Management across the RMG BU
APPROVED
Neneh Lowther
External Distribution: NIA
Security Risk
YES, security risks have been assessed, see section 0.9 for details.
Assessment Confirmed
Approval Authori
Name Role
Mark Amold Head of Business Management
Bill Membery Quality and Compliance
Manager
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details.
0.4 Associated Documents (Internal & External
0.5 Abbreviations...
0.6 Glossary...
0.7. Changes Expected.
0.8 Accuracy...
0.9 Security Risk Assessmen'
1 PURPOSE.
2
INTRODUCTION
3.1. BMS Updates...
4 ASSESSMENTS.
4.1 Integrated Assessment Plan.
4.2 I Assessments conducted.
4.2.1 Summary..........
4.3 Assessments plann
4.3.1 B.V External Audit.
4.3.2 Royal Mail Group Business Unit (RMG BU:
4.3.3 Delivery Assuranc
4.3.4 Link Audit...
5 CORRECTIVE ACTION.
5.1 Current status.
5.2. Changes since last mont
6 PROCESS IMPROVEMENT.
6.1 Quality Leads....
6.2 Quality and Compliance Frameworl
7 I MEASURES. 13
7.1. Customer Satisfaction and Complaints.
7.14 Customer Satisfaction Interview Progr:
7.1.2 User Satisfaction - USAT.
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8 COMMUNICATION..........ccsssccsssesssesesnenssesssssesssseacesseseneeseneatstenenssteteceseseaeneeasennenee 14
9 QUALITY FORUM ........ccccsesesssssseseseseesensssessessessssssseseneeseneseseesensaeasseeseseneseaseeeenees 14
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0.2 Document History
Only integer versions are authorised for development.
Version No. Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
4 07 Feb 2011 First draft copy for Business Management
1.0 2011-02 01-Mar-2011 Approval version for February 2011 (should say January)
14 30 Mar 2011 I Update for February 2011 Report
2.0 2011-02 01-Apr-2011 Approval version for February 2011
2.1 2011-03 18-Apr-2011 Update for March 2011
3.0 2011-03 28-Apr-2011 Approval version for March 2011
3.1.2011-04 09-Apr-2011 Update for Apr 2011
40 27-May-2011 I Approval version for April 2011
4.1:2011-05 31-May-2011 I Update for May 2011
5.0 2011-05 28-Jun-2011 Resynchronised dated versioning and corrected formatting. This
is the report for May 2011
5.1 2011- 06 27 Jul 2011 Update for June 2011
0.3 Review Details
Review Comments by:
Review Comments to: Neneh Lowther, Bill Membery + RMGA Document Management
Mandatory Review
Role Name
Head of Business Management Mark Arnold (but see below)
Quality and Compliance Manager Bill Membery
Change Manager Ken Westfield” (reviewed in Mark Arnold's absence)
Role Name
Reviewers that returned comments
Issued for Information
istribution list to a minimum
Position/Role Name
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0.4 Associated Documents (Internal & External)
References should normally refer to the latest approved version in Dimensions; only refer to a
specific version if necessary.
Reference Version Date Title Source
PGM/DCM/TEM/0001 I See note I See note above RMG BU Generic Document Dimensions
(DO NOT REMOVE) I above Template
PGM/DCM/ION/0001 RMG BU Document Dimensions
(DO NOT REMOVE) Reviewers/Approvers Role Matrix
0.5 Abbreviations
Abbreviation Definition
BMS Business Management System
Iso International Organisation for Standards
PCI DSS Payment Card Industry Data Security Standard
RMG BU. Royal Mail Group Business Unit
BV Bureau Veritas — Fujitsu external compliance auditors
0.6 Glossary
Term Definition
ISO 9001 Quality management systems — Requirements (International Standard)
BS OHSAS 18001 Occupational health and safety management systems — Requirements (British
Standard)
ISO 14001 Environmental management systems - Requirements for use (International
Standard)
ISO 27001 Information technology — Security techniques — Information security management
systems — Requirements (International Standard)
0.7 Changes Expected
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1 Purpose
This document is the monthly report on the suitability, adequacy and effectiveness of the Quality
Management system across the Royal Mail Group Business Unit (RMG BU).
This management system includes:
1. Fujitsu Business Management System (BMS)
2. RMG BU local processes and procedures
3. RMG BU Second and Third parties
This document is the main input to the regular management review of the RMG BU’s Management
System which is undertaken in compliance with ISO 9001 clause 5.6 Management review and ISO
27001 clause 5.1.
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2 Management summary
Details
Item Summary [CTRL] Click to
follow link
4 An Integrated Assessment Schedule (click this link) detailing both external and
internal audits has been published. This is now on SharePoint and will be
discussed at the next Quality Management Review on 14" June 2011.
2 No new observations have been raised since January 2011. 2 non-conformances
and 1 observation remain outstanding, 10 new observations have come out from
the E7Y audits.
3 I The quarterly management review was held in June 2011. Further management
reviews will be scheduled for September and December 2011. A copy of the
QMR minutes is stored on SharePoint. A reminder has been sent for the actions of
this meeting and they will need to be responded to before the September meeting.
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3. Introduction
This section of the report covers the Fujitsu Business Management System (BMS) which defines how we
work, key componer le BMS. Café VIK at
IRRELEVANT i
3.1. BMS Updates
Updates to the BMS are received from Group Quality each month and the RMG BU Quality Manager
reviews these and highlights anything that will have an impact on the account.
A-full_ history. of BMS. Undates.can. be found.at...
! RR
and BMS Changes
The next BMS Quality forum is to be held on 23 June 2011and the account is required to produce for
this a lessons learned quality review and a Quality management Highlights and lowlights reports.
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4 Assessments
4.1 Integrated Assessment Plan
Details of all these assessments are shown on the Integrated Assessment Schedule and maintained by
the RMG BU Compliance and Quality Team and held on the RMG BU Business Management
SharePoint site. Integrated Assessment Schedule (click this link) and Audit Calendar.
4.2 Assessments conducted
4.2.1. Summary
No internal assessments have been completed on the account since January 2011. Due to the continued
external audits and remedial work required by the customer, no new assessment reports have been
produced. Details of future assessments are detailed on the Integrated Assessment Schedule (click this
link
Ernst and Young have undertaken their annual audit on behalf of PO Ltd in January/February/March.
Their report has been provided to RMG BU for initial comments. RMG BU has commenced plans for the
remediation of the findings and these are to be provided to PO Ltd before the beginning of July 2011.
4.3 Assessments planned
4.3.1 B.V External Audit
The Account has been advised by Group Quality that we are going to be externally audited in September
2011 by B.V. The scope for the audit will include, Supplier Management, Customer Solution
Architecture, and Service Delivery Management.
Initial work has started with the architecture, design and document management teams to review all
relevant documentation for these audits. Fujitsu Sourcing has also been advised of the areas the
auditors are likely to require evidence of. The Service Delivery team have also agreed to review their
documentation and outstanding non-conformances prior to the audit.
Discussions have been held with John Wright (BA) and agreement reached that because of the high
level of customer audit, the BMS team will not audit RMG BU more than 15 days per year.
The existing ISO 9001 certification has now been successfully renewed by our external certification body
Bureau Veritas Certification, following their planned assessment of our relevant operational policies &
processes conducted over the last few months.
4.3.2 Royal Mail Group Business Unit (RMG BU)
As a requirement of the BV audit in September, we are expected to conduct a minimum of 4 internal
audits. To ensure RMG BU has sufficient resources to manage these and other customer audits, an
internal cascade has been issued to request internal Quality Assessors. It is proposed that the audits will
be conducted across the following areas; Commercial & Outsourcing, Incident Management, User
Management, Security Services and Document Management. The initial scope of these audits is
prepared and when resources are available they will be undertaken.
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A plan of these audits is available at . Integrated Assessment Schedule (click this link) and Audit
Calendar.
Supplier workshops have commenced with visits to Touch and Hypercom. A review of the outcome of
these workshops will be held within the next month in preparation for the external Link assessment in
July. The Quality and Compliance team will be undertaking service health checks against ISO 20000
(ITIL) in July following plans. At the request of the Fujitsu BMS team, a matrix of all controls from
standards with their owners and relationships to the BMS has been requested as an initial part of this
work.
4.3.3 Delivery Assurance
Fujitsu Delivery Assurance team have advised that they are planning to undertake an audit of the RMG
BU in the first week of October 2011.
4.3.4 Link Audit
PO Ltd have advised that the LASSIS 1.6 Link Audit of all processes, agreements, technology and
security around Pin Pads will occur in July 2011
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5 Corrective action
5.1 Current status
The current status of corrective action on the Account is shown in the table below.
5.2 Changes since last month
No new observations have been raised since January 2011. 2 non-conformances and 1 observation
remain open. There are 10 new observations from the E&Y audits that were undertaken between
January and February 2011.
Assessor Assessment Open I Overdue I Closed _I Total _I Status
BsI BSI/7431833 1 1 0 1
BSI/7492972_ 7560946 ISO 27001 Stage 2 1 1 0 1
BA GHQ/PSD/RMG/RoyalMail Account/080610 1 1 1
TOTAL (current) 3 3 0 3
TOTAL (last
month) 0 0 0 0
Change
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6 Process Improvement
6.1 Quality Leads
Management support is required as part of the RMG BU Compliance Framework to identify new Quality
Leads across all areas of the customer lifecycle.
6.2 Quality and Compliance Framework
RMG BU has contractual, legislative and compliance requirements placed upon it by its stakeholders
and evidence that these are met is required as part of its Customer Lifecycle Gateways and as part of its
internal and external audits.
RMG BU has developed a draft framework which will be discussed at the next Quality Management
Review on 7th June 2011.
RMG BU has discussed informally with PO Ltd the concept of a governance framework and they are
interested in the idea. They like us can see business benefits of undertaking targeted audits of specific
areas of a framework as it would save the costs, resources and time spent in the many audits that RMG
BU and PO Ltd are required to undergo. PO Ltd agreed to look at the idea in further depth and discuss
with RMG BU following the Ernst and Young audit.
Internally, RMG BU has begun to adopt some of the concepts defined in the framework for new
business. As a result of the Framework, discussions are being undertaken on joint business impact
assessment to ensure that controls to meet these are included.
RMG BU has also begun discussing with BMS how this framework will link into its processes.
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7 Measures
7.1 Customer Satisfaction and Complaints
We have completed a full review of the CSIP, CSS and USAT process for the RMG BU.
Anew format and structure has been agreed with PO Ltd. We have adopted the Corporate CSS
approach and the first quarterly customer interview will be conducted in June 2011.
7.1.1 Customer Satisfaction Interview Programme - CSIP
As part of the formal CSIP, we follow up with the client as to the areas they would like us to focus on.
These may not necessarily be areas of dissatisfaction, but areas they are requesting we continue to
focus on. A draft action plan has been created to address these areas and is now being reviewed by
senior management before being sent to PO Ltd for approval.
The CSIP target for RMG BU for 2011/2012 is shown below.
CSIP.
Interview
Previous Dates
Customer Interview I CSIP
Date I Scor
es 10-
1 ai Q2 Qs a4
Royal Mail 31/01/11 8.0 8.0 8.5
(Post Office) a3
7.1.2 User Satisfaction - USAT
Customer satisfaction data covering complaints and the USAT surveys from the monthly analysis of
service performance are included below.
Complaints for June
There has been an improvement on nearly all the USAT scores this month. It is the second time in the
past 12 months that the overall score has been 4.6. Focus within Engineering and HSD will continue.
Complaints remain low, 7 complaints received from a total of 10525 taken in June-11
Justified Complaints Un-Justified Complaints
Engineer Call Handling 1x Online Services 2x
Engineer ETA 1x
HSD Call Handling 1x
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No response Required Complaints — Both Not Valid
Engineer ETA 1x
HSD Process 1x
USAT surveys are conducted each month by the Help Desk contacting a sample of Postmasters
(typically less than 50% respond to these requests). The USAT survey data for May has been added and
this continues to show little change in the levels of satisfaction quoted which remains at acceptable
levels. There is a service improvement plan in place to address the issues that led to the low score for
Q4 this month compared to the score of 4.5 in April.
Apr-I May-I Jun-
11 11 11
Qi 44 4.4 4.5
Q2 44 4.4 4.6
Q3 4.3 4.4 4.6
Q4 45 41 4.5
Qs 45 4.6 47
ae 45 4.6 47
Q7 44 4.6 4.5
Average 44 44 4.6
USAT Questions
Q1 I How satisfied were you with the manner your call was initially taken by the Helpdesk?
Q2 How satisfied were you that the agent that took your call, understood the problem you were
having?
Q3 I How satisfied were you with the agents’ ability to deal with the problem you were having?
Q4 I How satisfied were you with the communication you received about your engineering visit?
Q5 I How satisfied were you with the manner the engineer conducted himself upon arrival at site?
Q6 I How would you rate the knowledge/skill demonstrated by the engineer who attended site?
Q7 I How satisfied were you with the quality of service that was provided by your engineer?
8 Communication
Proposals for updating the Quality page on the RMG BU SharePoint site are to be discussed as part of
the Business Management initiative.
9 Quality Forum
The next BMS Quality Forum is scheduled for June 23".
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