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Southern African Society

for Quality Professional Body representing Quality, Environment, Health, Safety and SHEQ

Professionals

Inspiring quality in Africa

5th Annual Quality Congress

Quality in action

10 May 2017 – Quality Workshops for quality professionals at ABB

11-12 May 2017 – Quality Conference

Conference Venue Emperors Palace Johannesburg

South Africa

Sponsors

Workshop Venue ABB – Modderfontein

Johannesburg South Africa

G]d j

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8 CPD points per a full day attendance

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Ronald Josias CEO: South African National Accreditation System (SANAS) MPhil, MBA, NHD Mechanical Engineering, Dip Project Management

Ronald has a number of accolades and more than 20 years’ experience in the accreditation. His list of accolades is as follows

Recipient of the SADC certificate of recognition for contribution to the development and advancement of

quality infrastructure in the SADC Region

Establishing the accreditation of Inspection Bodies and overseen the integration and final international

acceptance of the Inspection Body function;

Leading the South African Accreditation Body as a public entity: Driving the SANAS to a finalist in the

best run state entity recognition;

Founding member of the African Accreditation Cooperation;

Current Executive member of the International Laboratory Accreditation Cooperation (ILAC).

Presentation: Definition and role of the Quality Infrastructure in Africa

Ronald will share his experiences and thoughts of Standards, standardisation and the quality infracture in Africa and in particular South Africa.

Professor Roy Ramphal Higher Dip Chem Eng, MDP, Dip Datametrics, B.Com, MBA, DTECH (Organisational Leadership) PROFESSOR OPERATIONS MANAGEMENT UNISA SCHOOL OF BUSINESS LEADERSHIP SASQ – NATIONAL PRESIDENT SASQ – SHEQ Professional Member Level 5

Professor Roy Ramphal has been with SASQ since 2000. He was a SASQ Branch Chair for 3 years then a Vice President for 2 year and since 2005 is the SASQ president. He was basically the backbone for the SASQ strategy and the redesign for the SASQ governance structure. He has participated and collaborates with the American Society for Quality, European Organization for Quality, India society for quality and the Canadian society for quality. He has authored various books, articles and subject matter on Quality and Operations Management. He was also the SAATCA chairman of the board for three years and is also currently a member of the Institute of Directors. Currently he is graded as a Professional SHEQ Practitioner and is a fellow of the SASQ. He is well respected in the industry and is often consulted for advice by major corporates. He is funded by the National Research Fund to develop a Job description for quality practitioners for the South African Businesses, as well as identifying the criteria for a Quality professional body.

Presentation: Career path for quality professionals in South Africa Prof Ramphal will present the findings from a research study relating to the future paths of quality practitioners.

SELECTED SPEAKERS

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Dr. Denisha Jairam-Owthar is currently the ICT Head for Shared Services at the Development Bank of Southern Africa.

BCOMPT, MBA, DBL

She plays a pivotal role at the Development Bank which is affiliated to the National Treasury to deliver large infrastructure to Africa and South Africa. She has held several Vice President positions in Absa, Barclays London and at the South African Revenue

Services. Presentation: The Effect of Performance Management via Key Performance Indicators Strategic alignment throughout an organisation from key performance indicators per employee can be difficult and sometimes impossible to manually achieve. Without transparently aligning an organisational strategy to each employee’s key performance indicators, there is inherent risk of duplication, redundancies and other inefficiencies that could be costly to the business. Having employees key performance indicators fully aligned and aware on a daily basis on how each of their efforts contribute to the overall strategy of the organisation, is how optimum strategic alignment using data can be achieved, and inefficiencies can easily be identified for eradication.

Mr Nick Kalidass MD: NQFS MANAGEMENT SOLUTIONS SASQ – Quality Professional Member Level 5

Presentation: Quality, Social Responsibility and Good Governance. Can Quality Professionals make a

difference in one of the most unequal societies in the world?

It is true that South Africa is one of the most unequal societies in the world? What can quality professionals do to make a difference? We have quality standards including an ISO standard on social responsibility. We have King IV legislation. We have our very own Bath Pele principles for public sector service delivery. We have hundreds of compliance standards for both public as well as private sector. We have unemployment, inequality and poverty on an unprecedented scale. As Quality professionals can we make a contribution to the 2030 vision of our country as envisaged in the National Development Plan? Can we help to shape the future?

Dr. Geoff Visser

BSc, BSc (hons), MBA,Phd RESEARCH FELLOW SABS Technical Director:: SASQ

Dr Visser is a research fellow of SABS. He is presently engaged in the promotions of standards and identifying of academic opportunities for its promotion on the African continent. He is the SASQ technical director and seeks to update SASQ members on new and revised standards. Presentation: Update of changes to Conformity Standards Dr Visser will provide an update of standards relevant to quality practitioners and various SABS TC committees In which SASQ members can participate.

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Dr Shamila Singh HR Consultant and Lecturer Mancosa

Presentation: The outcome of the review of the extant literature is to propose a framework for mentoring quality practitioner. The mentoring of Quality practitioners is a practice that is unstructured and the extant literature does not affirmatively address the practice. In addition, there is inconsistent mentoring approaches and studies to understand these practices. It is important to take account of the mentoring approaches and understand how this can be adapted for the quality practitioner. Taking account of the approaches and adapting it for quality practitioners so that knowledge is kept updated, continuous professional development is refined and the adequacy mentoring approaches are reviewed.

Amesha Mohun

Quality Assurance Manager- McDonalds

SASQ – Quality Professional Member Level 3

Presentation: McDonalds SA Brand Transparency Campaign: ‘Know our Food’

Consumers are becoming more conscious and demanding the right to know ‘What is in our food’, ‘where it comes from’ and ‘how it is prepared?’ This has placed tremendous pressure on food manufacturers in the industry to become transparent in their daily operations, to help consumers with making informed choices by declaring ingredients used in a recipe, understanding the source of such ingredients, allergen management controls and publishing analysed nutritional values, to highlight a few. The McDonalds “Know our Food” (KOF) programme was launched in 2015 to educate consumers on the stringent food safety controls within its diverse Supply Chain. Various videos from Potato farming to Animal Welfare standards were captured and introduced on You Tube to provide consumers deep meaning into farm to fork practices.

Dr Herbert De Vries Currently self employed as a consultant, specializing in Lean thinking. Associated with SAIMECH, the Lean Institute Africa and the UNISA graduate school of business leadership.

Presentation is to discuss lean systems thinking in the context of discrete manufacturing organisations.

Manufacturing organisations in South Africa are far from competitive in world class terms and it is proposed

that lean systems thinking become a strategic necessity if those organisations are to compete globally. Lean

thinking is based on the Toyota production system and has evolved based on an approach to systematically

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reduce waste in the organisation, applying the lean principles of: Identifying value from customers’ perspectives

identifying the value-adding steps for product transformation from raw material to delivery of the product,

leading to the value stream; establishing the value-adding stream through rearrangement of the value-adding

steps to create flow; establish pull through from supplier to customer to achieve continuous flow; refining to

perfection the established flow, with continuous improvement or Kaizen.

Mr. Sugan Naidoo LECTURER – UNISA N,D Chem Eng, MBA SASQ – SHEQ Professional Member Level 5

Sugan is a Lecturer at the University of South Africa. He has acquired over 15 years of experience within the quality and operations field before joining academia. As a process engineer he was involved with at systems development and implementation. With a Master of Business Administration degree and a Chemical Engineering background, his passion for continuous learning has now taken him to the School of Business Leadership at UNISA where he is perusing his Doctor of Business Leadership degree with the focus area in operational research. Presentation: Is there a difference between integration and combination? The presentation on integration and combination as two important concepts in management systems. We conduct an extant literature review. The authors identify a high level meta synthesis of integration and combination theories. In the field of integration can be attributed to Anderson while Schumpeter’s achievements in his classic contribution to combination theory and how these relate to the contributions of other major authors. Integration is the complete harmony and alignment of strategy and operations of an organization. It means that different departments and levels speak the same language and are tuned to the same wavelength (Garvin, 1991). Integration begins with complete understanding and common use of systems and standards. An integrated management system (IMS) can be understood as a set of interrelated processes that share human resources, information, materials, infrastructure, and financial resources. Parnell and Hershey (2005:17), the issue of combination strategy viability whether or not dimensions from two or more "pure" strategies in a typology can be combined and effectively implemented-has been widely debated, but not resolved.

Muroro Dziruni

Student :Doctorate in Business Leadership UNISA – SBL

Presentation: Development and use of a self-assessment tool based on the ISO/IEC ANNEX SL management system guidelines

Ideally organisations embark on self-assessment of their management system practices using a recognised or preferred standard to benchmark their performance and estimate levels of maturity against the reference guide. Self-assessment allow entities to use their own internal resources to identify areas where management systems can be incrementally improved or completely transformed in order that they sustain operational excellence and deliver strategic success. Within the quality management discipline, the self-assessment tool described in Annex A of SANS/ISO 9004:2009 “Managing for the sustained success of an organisation-A quality management approach” has provided the guidance on conducting internal management system self-assessment. However with the advent of the ISO/IEC ANNEX SL guidance in 2012, published by the ISO Technical

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Management Board requiring that all current and future management system standards are written in a format that is consistent and compatible with the guidance. The adoption of the ANNEX SL has not been accompanied nor supported by a self-assessment tool that organisations can use to internally compare and ascertain their level of maturity against the ANNEX SL.

Ellen Ratseou Dip AnChem, BTech Badmin, Btech Quality, MTech Ops Man, SASQ – Quality Professional Member Currently working for a petroleum company as the head of the laboratory. Has acquired

experience over the years within laboratories and quality management. Has a background in Chemistry and has been involved in the implementation of quality systems development and implementation. Presently pursuing a study on ethics within quality management at the School of Business Leadership at UNISA. Presentation: Is there room for ethics in quality management?

Quality is dominant in business. Organisations around the globe show their commitment to quality by adopting different quality programs. The quality programs that are implemented in organisations include ISO 9001, Business Excellence Frameworks, Six Sigma, Total Quality Management and other tools such as Statistical Process Control and Lean. With all the media reports on companies that have quality programs but have displayed questionable business practices, new ways for managing quality have to be developed so as to cater for ethics requirements. These media reports, show that achieving high quality does not necessarily mean high standing of ethics.

Sam Thelma (SANAS)

Presentation: System thinking approach for effective Root Cause Analysis and Corrective action process: ISO/IEC 17025 perspective. Although the process has been applied before as the requirement of the aerospace for many years, it can be applied to all aspects of the business for problem solving and process improvement. For example laboratories that comply with ISO/IEC 17025:2005 standard, are expected to provide evidence to proof that cause analysis has been taken into account prior to corrective action taken. This often occurs after findings have been identified and subsequently non-conformances raised against the laboratory’s quality management system (QMS) either through internal or external audits. Despite attempts by some laboratory personnel to provide the necessary evidence, the root cause analysis process is either not fully understood or is superficially done, subsequently leading to the same or similar problem happening again. ISO/IEC 17025 standard on the other hand stipulates that the procedure for corrective action shall start with an investigation to determine the root cause(s) of the problem. Where corrective action is needed, the laboratory shall select and implement action(s) most likely to (1) eliminate the problem and (2) prevent recurrence.

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Prof Kosie Oschman PROFESSOR OPERATIONS MANAGEMENT College of Economic and Management Sciences- UNISA SASQ – Quality Professional Member Level 5

Presentation: An integrated approach implementing Total Quality Management in the Air Force: A Case Study The purpose of this case study is to provide a practical example of how to use a Total Quality Management (TQM) framework within the Air Force to achieve service excellence that incorporates various management methodologies such as the European Foundation of Quality Management (EFQM) and Safety, Health, Environment, Risk and Quality (SHERQ) through an integrated approach. The Air Force encounters many problems in the beginning of the implementation of the various methodologies individually, but starts to use an umbrella TQM framework to integrate these methodologies to produce excellent results. The discussion centres on the experience and efforts of the Air Force by elucidating the implementation approach, using a three-phase TQM implementation process to signify the connectivity of the various methodologies to achieve service excellence. The originality and value of the paper is that an integrated approach implementing TQM via a framework is the fundamental basis for service excellence. This proposed TQM approach can be adopted, applied and used throughout all sectors to improve services and products by gaining competitive advantage and sustainable result-oriented service excellence. It could be concluded that the TQM implementation method developed in this case study is applicable and a good example in practice.

Dimakatso Lesabe SHEQ Practitioner -National Metrology Institute of South Africa SASQ – SHEQ Professional Level 5

Presentation: Good quality as a precondition for accurate measurements in metrology

A reputation of good quality is critically important to the success of any business. Global manufacturing increasingly necessitates good quality components to ensure their inter-changeability. It is important to know the extent to which good quality contributes to the accurate measurement. According to VIM definition, measurement is a process of experimentally obtaining one or more quantity values that can reasonably be attributed to a quantity (bimp.org). Measurement plays a fundamental part in the innovation process, as well in developing new products and processes. Given that accurate measurement holds such an important role, it is therefore critical for companies to monitor quality and performance. In this paper, the author argues that the implementation of adequate and effective quality programs in the metrology field will yield accurate measurement results. This will ensure that the measurements made in production do not lead to erroneous or in non-conforming products.

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Mr Feizel Ally Lecture UNISA - MBA Doctoral candidate

Presentation: The impact of Quality tools for preventative and corrective action for product liability.

Fundamentally every organisation’s goal is to achieve excellence in all its processes. To achieve excellence begins with product design and process design to supply reliable products to customers. This process begins with identifying problems and rectifying such problems through the use of quality tools in the supply chain. Quality tools are used to improve processes and are usually linked to the organisation’s strategic objectives. Continual improvements in product design and processes attribute to higher profits, product reliability, agility, better customer service, lower risks and reduced costs. Product reliability is important hence cannot be ignored especially with the current pressures of the external environment. Only after 39 Ford Kuga vehicles caught fire and some subsequently exploded did the American manufacturer recall 4,566 vehicles built between December 2012 and February 2014 in South Africa (Chutel, 2016). However in the United States Ford recalled 400, 000 Ford Escape designed similar to the Ford Kuga and also the Mercury Mariner model cars in October 2016 due to fuel leakage. Susequently Mitsubishi also recalled 7,449 Pajeros sold in South Africa due to defective airbags supplied by Takata. The replacement is a preventative measure according to Taylor (2016). Preventative action and corrective action cannot be ignored during the design of a product or process. Such recalls has a poor reflection on manufacturers and cannot be compromised when incorporating quality in a business. Customers move to competitors when they experience problems that cause them damaging and fatal experiences.

Khalid Jassat: KJ is a NLP master transformative executive coach, author, inspirational speaker, and radio show co-host and television personality. He is a resplendent individual who thrives on serving the world selflessly.

Amongst the powerful traits he possesses he is an articulate orator and has touched the lives of many souls searching for their identity, thus reigniting and re-awakening their inner potential. His compassion and empathy extends to kids especially within the education and disability arena from all walks of life. Khalid’s challenging business and personal experiences and phenomenal journey of life showcased how he evolved effortlessly, effectively and positively, thereby transcending beyond the victim mentality. He arose from the ashes, embraced his new lease on life with fervency. This awakening contributed to fulfilling his purpose and mission in life by allowing humans to tap into their limitless resources and thrive beyond measure, magically. KJ has just been appointed as divisional CEO of Super Coach International. He is the pioneer of the centre of excellence which is focused on globalising the experiential LIFE transformative space. Khalid recognises that regardless of ‘why’ the client comes to him: whether it be to set new goa ls, improve a relationship, find a solution to a challenge they might be facing currently or simply to unleash their innate potential. All they really want to feel is the experience of becoming ALIVE. His grounded organic approach simply reengineers a client’s consciousness by reframing their model of the world, using hypnotherapy and gestalt therapy techniques. Khalid bends people’s cognitive plains and assists them in creating new realities. Hence aligning with his ultimate vision to impact- fully makes a positive dent in the universe.

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Ms Vuyokazi Nkomo Current studies : Masters Public Administration

Presentation: Quality of reception services offered by security personnel to organisations. Quality is

critical to private security personnel employed as receptionists in many organisations, as it plays a vital role in improving organisational productivity. The main objective of the research was to investigate the quality of reception services provided by security personnel to organisations in the Johannesburg area as benchmarked against the appropriate service quality evaluation methodologies when modelling the impact of service quality on satisfaction and loyalty. A questionnaire was used and semi-structured interviews were conducted in a focus group with key informants (business owners, managers and ordinary people) who could provide valuable information for use in the study. The focus group consisted of eight respondents. The sample consisted of 200 participants scattered in seven regions on sites that are managed by Johannesburg City Parks and Zoo (JCPZ).

Leslie Chesango

Presentation: Managing Value-based System Audits-Challenges with current guideline-ISO 19011:2011.

According to Castka( 2013), standardization and certification have become an integral part of global economy. Standards are recognized as facilitators of international and domestic trade by providing a common platform for exchange of goods and services. CANSO(2011) describes audits as an integral part of most management systems and that they are usually a requirement of external standards (e.g. ISO 9001 or ISO 14001) and external regulatory framework. Morris (2008) estimated that during 2005, North American companies alone spend more than $4.5 billion on planning, conducting and reporting internal audits each year. The estimate was based 2005 estimates of ISO registered companies in North America for whom internal audits were mandatory. Although performing of audits (internal & external), is a requirement in almost all the management system standards, e.g. ISO 9001, ISO 14000 and OHSAS 18001, the usefulness of these processes are continuously being questioned. This is so more, learning from what was experienced in the financial auditing domain in recent years. Currently in the news, there is on-going investigation into banks in South Africa where collusion to fix the rand exchange rate was reported. In all this, questions are being raised why the FBS, who are responsible for ensuring compliance (through auditing), did not highlight the problem in all the years they have been carrying out their ‘supervision’ activities. There have been very few reported failures in system audits, however the value coming out from these audits has and always continue to be questioned.

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Ed van den Heever CEO : Business Performance Assessment and Development

Presentation: The SA Excellence Model and its Operational Management Tool

An integrated systems approach, assisting management with assessing and identifying strengths and areas for improvement using a PDCA based assessment e-System. The OE Tool named SPEAR is a truly effective day-to-day management tool to review operational performance using a matrix based SDIX quality index. The SDIX and SPEAR acronym and its causality based logic as well as examples will be illustrated.

Program Director: Sooraya Ebrahim Sooraya Ebrahim is a dynamic,charismatic, resplendent individual who is an executive managing mentoring consultant, an academic by profession and a Super Coach. Her experience ranges across many functional areas in the business environment; namely: Finance, Basic Freight and Foreign Currency dealings, Marketing, Human Resource management, Training (Coaching) of Managers, as well as general management of the Company’s overall business activities. Her skills scope has spanned into various industries essentially the Hospitality, Corporate-retail, Basic Commodity trading and the Academic arena. She is currently pursuing her writing skills and writing a book, titled,

‘SUE-Savvy, Unstoppable She is very talented at managing conference and workshop programs.

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D AY 1 – 10 MAY 2017

VENUE: ABB CAMPUS

TIME: 09H00 – 17H00

TIME

TOPIC

SPEAKER

09H00 – 10H00 Excellence at ABB Mr Arther Tucker (Business Excellence

Manager) 10H00 – 11H00 Update on standards Dr Geoff Visser

(SASQ Technical Director ) MORNING TEA - 11H00 -11H30

11H30-13H00 Basics of Lean Systems Dr Herbert De Vries LUNCH 13H00 – 14H00

14H00 – 15H00 Mentoring and Coaching Skills for Managers

Dr Shamila Singh

AFTERNOON TEA - 15H00 -15H30 15H30 -17H30 What Managers think

about Quality Practioners and Gaps for Careers of Quality Professionals (Research Findings)

Prof Roy Ramphal

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DAY 2

11 MAY 2017

VENUE: Emperors Palace

TIME: 08H30 – 16H30

TIME

TOPIC

SPEAKER

08H30 -09H00 Registration ALL 09H00 -10H00 Quality Infrastructure in

Africa

Mr. Ron Josias CEO:

South African National Accreditation System

(SANAS) Past Chairperson of the African Accreditation Cooperation (AFRAC)

10H00 -10H30 Quality Social Responsibility

and Good Governance. Can Quality Professionals make a difference?

Mr Nick Kalidass

10H30 – 11H00 The impact of Quality Tools for preventative and corrective action for product liability

Mr Feizal Ally

11H00 – 11H30 Morning tea break

11H30 -12H00 Development and use of a self-assessment tool based on the ISO/IEC ANNEX SL management system guidelines

Mr Sam Thema

12H00 -12H30 Development and Use of self-assessment tool based on the ISO/IEC ANNEX SL management systems guidelines

Mr Muroro Dziuni

12H30 -13H00 Managing Value based system Audits: Challenges with current ISO 19011 guidelines

Mr Leslie Chesango

13H00 – 14H00 Lunch

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14H00 – 14H30 The Effect of Performance Management of Strategy via Key Performance Indicators

Dr Denisha Jairam

14H30 -15H00 Is there difference between Combination and Integration?

Sugan Naidoo

15H00 – 15H 30 Afternoon tea 15H30 – 16H30 PANEL Discussion TBA

DAY 3 – 12 MAY 2017

VENUE: Emperors Palace

TIME: 08H30 – 17H30

TIME

TOPIC

SPEAKER

08H30 -09H00 Registration ALL 09H00 -10H00 The difference that makes

the Difference

Khalid Jassat Master transformative executive super coach

10H00 -10H30 An integrated approach implementing TQM in the Air force: A Case Study

Prof Jacobus Oschman

10H30 – 11H00 Quality of reception services offered by security personnel to organisations in the JGB area.

Mrs Vuyokazi Nabandla

11H00 – 11H30 Morning tea break

11H30 -12H00 Good Quality as a precondition for accurate measurements in Metrology

Mrs Dimakatso Lesabe NBISA

12H00 -12H30 McDonalds SA Brand Transparency Campaign – Know Our Food

Mrs Amesha Mohun (QA Manager Mc Donalds)

12H30 -13H00 Challenges facing the implementation of ISO 9001:2015

Prof Roy Ramphal

13h00 – 14h00 Lunch

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14H00 – 14H30 Is there room for ethics in quality management?

Ellen Ratseou

14H30 -15H15 South African excellence models

Ed van den Heever

15H15 – 15H30 Afternoon tea 15H30 – 16H30 TBA Panel discussion 16H30 – 17H30 Awards and certificates and

vote of thanks Prof Ramphal

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