Yılmaz AÇAR

Climatology Division Research Department

Turkish State Meteorological Service

WMO 1th Expert Team on Quality Management Meeting 28-30 April 2015, SİNGAPORE

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Content 1. Introduction

1.1 History 1.2 Organization Structure 1.3 Observation Networks 1.4 Calibration Center

2. Implementation of QMS in TSMS 3. Documentation Structure of QMS in TSMS 3.1 Quality Policy of TSMS 3.2 Quality Manual of TSMS 3.3 Organization Manual of TSMS 3.4 Quality Objectives of TSMS 3.5 Procedure of TSMS 3.6 Processes of TSMS 3.7 Instructions of TSMS 4. Training Status of Staff Releated to QMS 5. Internal Audit Applications 6. Management Review Applications 7. Evaluation of Customer/Staff Satisfaction in TSMS 8. Future Plan Related to QMS 2

Main building of Turkish State Meteorological Service and campus area in ANKARA.

• The Turkish State Meteorological Service (TSMS), was founded in 1937.

• It is the only legal organization which provides all meteorological information in Turkey.

INTRODUCTION

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History 1839 The first meteorological observations in Istanbul,

1873 Participated in the International Meteorological Congress (Vienna),

1875 First Observation Network established with 16 stations,

1915 Upper air observations and weather forecasts started,

1925 Establishment of Meteorological Institute,

1937 Establishment of Turkish State Meteorological Service,

1962 The Sound of Meteorology Radio started broadcasting on short-wave frequency,

1949 Became member of International Meteorological Organizations; WMO (1949) ECMWF (1975) EUMETSAT (1984) ECOMET (1999)

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2001 Recognized as one of the 23 Regional Training Centre (RTC)

2004 The Sound of Meteorology Radio started broadcasting on FM band,

2005 Initiating establishment of Quality Management System,

2007 Certificated TS EN ISO 9001 by Turkish Standardization Institute (TSI),

2008 Meteorological Data Archiving System made avalible on line for public,

2008 Became member of ALADIN Consortium,

2009 Meteorological Calibration Center was established in Ankara, 2009 Became node in WMO RA VI RCC Network, 2011 Re-organized of TSMS.

History

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Organization Structure-TSMS

Director General

Deputy Director Generals

Audition Legal Consultancy Departments

Forecasts Observing Systems

Administrative and Finance Research Strategy Human

Resources and Training

Meteorological Data Process

Regional Offices

Turkish State Meteorological Service consists of: 1 Director General, 3 Deputy Director Generals, Inspection Board, Legal Consultancy Department, Internal Auditing Unit, 7 Departments, 35 Divisions and Working Capital Division.

Provincial organization: 15 Regional Offices and 159 Meteorological Offices, including 67 airport meteorological services.

İnspection Board

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Observation Networks in TSMS

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• In order to meet the requirements by overcoming the difficulties, Turkish State Meteorological Service (TSMS) has been operating a widespread observing network including:

Calibration Center

• “The ISO/IEC 17025:2005 General requirements for the competence of testing and calibration laboratories” was implemented at the Calibration Centre of the TSMS from February 2009.

• The Calibration Centre was accredited by Turkish Accreditation Agency (TURKAK) in April 2010.

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• TSMS has a very well designed and equipped calibration center with 8 calibration laboratories.

- Temperature - Humidity - Pressure - Wind speed - Precipitation - Solar radiation - Electrical device calibration - Wind direction

• The scope of the accreditation consists of;

Calibration Center

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Calibration Center has been recognized as the calibration center for the members Economic Cooperation Organization (ECO)

Afghanistan Azerbaijan Iran Kazakhstan Kyrgyzstan

Pakistan Tajikistan Turkey Turkmenistan Uzbekistan

Calibration Center

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Quality is a Journey

Our Quality Journey 11

Management Decision 2004

Training by TSI Auditors 2004-2005

Documentation 2006

1st Internal Audit 1st Management Review

2007

Getting Certificate TS EN ISO 9001:2000

5 July 2007 (for 3 years)

Revised Documents ISO 9001:2008

External Audit (by TSI Auditors)

Renewed QMS 2nd Certificate

June 2010 (for 3 years)

External Audit (by TSI Auditors)

Renewed QMS 3rd Certificate

July 2013 (for 3 years)

Implementation of QMS in TSMS

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Organization Scheme of QMS of TSMS 13

Implementation of QMS in TSMS

Documentation Structure of QMS

CHECKLISTS, FORMS AND RECORDS

WORKING INSTRUCTIONS, DUTY/RESPONSIBILITY

DESCRIPTIONS, QUALITY PLANS

PROCESS DESCRIPTIONS/PROSES MONİTORING PLANS AND PROCEDURES

QMS

MANUAL

QUALITY POLICY

QUALITY OBJECTIVES

QUALITY MANUAL

ORGANIZATION MANUAL

1th LEVEL

2nd LEVEL

3rd LEVEL

4th LEVEL

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Level 1: A document that defines the quality management system (a quality manual);

Level 2: Documented procedures required by the quality management system and, if adopted, those required under the ISO 9000 series of quality assurance standards;

Level 3: Documents needed by the organization to ensure effective planning, operations and control of processes;

Level 4: Appropriate records for the verification and validation of the quality of data, products and services. (SOURCE: WMO-No. 49, Technical Regulations, Basic Documents No. 2, Volume IV – Quality Management , 2011 edition)

Documentation Structure

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QMS Documentation Structure of TSMS 1. Main Documents

a. Quality Policy b. Qality Manual c. Organization Manual d. Quality Objectives

2. Inspection Documents a. Internal Audit Plan b. QMS Action Plan c. Inspection Plan d. Internal Audit Result Report

3. Procedures (17) 4. Pocesses (14) 5. Instructions (162) and Forms (367) 6. External Documents 7. Process Documents 8. Support Documents

a. Training Documents 9. Internal Audit Questions List 10. Management Review 11. TS EN ISO 17025 Documents 12. Process Monitoring Plans 13. Document Lists

a. External Documents Lists b. Current Documents List

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TSMS QMS E-ISOFT 9000 PORTAL

• An online QMS portal is operational at TSMS.

• Homepage of e-isoft9000

Quality Policy of TSMS

To fulfill in the light of scientific and technological developments; Meteorological observations, weather forecasts and early warnings, All sectors demands related to meteorological services, Studies in climate change

on time, reliably and effectively in accordance with international standards,

To improve and develop service quality continuously, to increase the

customer and staff satisfaction, to add sustainable value to public

welfare by performing Quality Management System;

To become an effective organization in related to international activities

in region. 18

CONTENTS

1. Introduction, 2. The scope, objectives and application field, 3. The organization, authorization, duties and responsibilities, 4. Definitions, 5. Quality Management System, 6. Management Responsibility, 7. Resources Management, 8. Product Realization, 9. Measurement, analysis and improvement

Quality Manual of TSMS

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CONTENTS 1. History of TSMS, 2. The duties os TSMS, 3. Terms, definitions and abbreviations, 4. The organizational structure of the TSMS, duties and responsibilities, 4.1. Forecasts Department 4.2. Observation Systems Department 4.3. Meteorological Data Processing Department 4.4. Research Department 4.5. Strategy Development Department 4.6. Human Resources and Training Department 4.7. Administrative and Financial Affairs Department 4.8. Inspection Board 4.9. Legal Consultancy 4.10. Internal Audit Unit 4.11. Quality Management System Unit 4.12. Working Capital Division

Organization Manual of TSMS

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Quality Objectives of TSMS

Serial Number Quality Objectives of Research Department-2015

1 To inrease the number of Regional Numerical Prediction Model products from 9 to 10.

2 To produce at least two new products for the agricultural sector. 3 To implement five new climate indices. 4 To increase the number of Eastern Mediterranean Climate Center (EMCC) products from 3 to 4. 5 To increase the number of parameters used in global or regional climate model from 3 to 4. 6 To increase the number of web-based applications for climate studies from 2 to 3. 7 To publish nationaly or internationaly four new 4 papers or articles for 2015. 8 To complete work on urban flood forecast aproximately %70. 9 To prepare 2 books and annual bulletin about the disasters. 10 To increase the number of acid rain and air pollution sample collection stations from 10 to 11.

General Quality Objectives of TSMS-2015, To improve all units: • Custumer Satifaction is at least % 75, • Staff Satifaction is at least % 70. Currently, in terms of QMS, there are separate quality objectives of the 7 different departments and 15 regional directories in 2015.

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Procedures of QMS of TSMS PR-01 Procedure of document’s control PR-02 Procedure of registration’s control PR-03 Procedure of internal audit PR-04 Procedure of improper product/service control PR-05 Procedure of corrective/preventive actions PR-06 Procedure for management review PR-07 Procedure of considering complaints and customer satisfaction assesment PR-08 Procedure of measuring/monitoring/continious improving process PR-09 Procedure of communications PR-10 Procedure of information/product/services to meet demand and their presentation PR-11 Procedure of design and development PR-12 Procedur of coordination of aviation operations in WMO, ICAO and NATO PR-13 Procedure of calibration PR-14 Procedure of installation, operation and technical support activities PR-15 Procedure of maintenance of observation system PR-16 Procedure of repair (building) PR-17 Procedure of meteological early warning TOTAL: 17

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Processes of QMS of TSMS I- Processes related to management responsibility: (3)

a) PS-01 Strategic Planning Process,

b) PS-02 Resource Management Process,

c) PS-03 İnternal Audit Process,

II- Processes related to Product/Service realization: (7)

1) Observation Processes (3):

a) PS-04 Meteorological Terminal Air Report (METAR) Process,

b) PS-05 Synoptic/climatological Observation Process,

c) PS-06 Rawinsonde Process,

2) Forecasting Processes (3):

a) PS-07 Meteorological Forecasts Process,

b) PS-08 Numerical Weather Forecasts Process,

c) PS-09 Terminal aerodrome or area forecast (TAF) Process,

3) PS-010 Meeting and presentation of requirements of customers related to Data/Product/Service Process (1).

III- Processes related to Supporting : (4)

a) PS-11 Purchasing Process,

b) PS-12 Process related to customer complaint,

c) PS-13 Education Process,

d) PS-14 Troubleshooting of Observation Systems Process. TOTAL: 14

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Instructions of QMS of TSMS 1. Instruction for control of climate observation records 2. Instruction for meteorological disasters research and evaluation 3. Instruction for meteorological disaster forecasting and early warning 4. Instruction for atmospheric models operating and research 5. Instruction for observation of Ultraviolet-B radiation 6. Instruction for operating of Brewer Spectrophotometer 7. Instruction for operating of regional climate model 8. Instruction for climatological assessment 9. Instruction for etude/analysis unit working 10. Instruction for flash flood early warning unit working 11. Instruction for drought analysis 12. Instruction for preparation of agricultural meteorology bulletin 13. Instruction for preparation of agricultural forecast report 14. Instruction for environmental impact assessment 15. Instruction for organized industry area choosing 16. Instruction for operating of air pollution and acid rain 17. Instruction for meteorological data entry 18. Instruction for transfering meteorological observation data 19. Instruction for renewable energy unit working ……. 1. TOTAL: 162

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Training status of Staff related to QMS

Types of training Period/ Day

Number of participant

2004

2005

2006

2008

2009

2010

2011

2012

2013

2014

Total

QMS Basic training 3 24 85 32 54 - - 37 29 31 295

QMS Documentation training 2 24 85 32 54 - - 37 29 31 292

QMS Internal audit training 3 24 85 32 54 - - 37 29 - 243

Statistical Process Control 2 24 31 - - - - - - - 55

Process management, interactions and improvement techniques

2 - - 20 20 - - - - - 45

Reviewing of Processes/ Performance criteria 5 - - - - 36 36

Workshop of QMS Improvement 5 - - - 40 36 28 - 25

• Internal Audits have been performed in accordance with the Internal Audit Procedure. • In 2007 and 2008 two Internal Audits were performed per year. • In 2009, 2010, 2012, 2013 and 2014 one Internal Audit was performed per year. • 195 person attended and completed the training on Internal Quality Auditing and recognized Internal Quality Auditor (Total number of staff of TSMS is around 3000). • Almost 60 auditor have actively participated to the internal auditing activities. • The reports and findings of the Internal Audits are effectively used and considered important inputs for Management Review Meetings.

Internel Audit Applications

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Management Review Aplications

Top management shall review the organization's quality management system, at planned intervals, to ensure its continuing suitability, adequacy and effectiveness. This review shall include assessing opportunities for improvement and the need for changes to the quality management system,

Top Management Review (MR) meetings have been arranged

twice a year in accordance with a documented prosedure, Prosedure of Management Review.

QMS Performance Report has been prepared by QMS Office and sent to members of Top Management at least two weeks before than that meeting. 27

The Performance Report for the management review includes information on 1. results of audits (internal and external), 2. customer feedback, 3. process performance and product conformity, 4. status of preventive and corrective actions, 5. follow-up actions from previous management reviews, 6. changes that could affect the quality management

system, and 7. recommendations for improvement.

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Management Review Aplications

The output from the management review includes any decisions and actions related to

improvement of the effectiveness of the quality management system and its processes, improvement of product related to customer

requirements and resource needs.

The records of the management review meetings, including its outputs, are presented in electronic media for all Staff as well as Top Management members. 29

Management Review Aplications

Evaluation of Customer/Staff Satisfaction of TSMS

Sample Questions in Surveys

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From where do you get meteorological forecasts? (2011)

7%

17%

16%49%

11%

Press Private TV TRT TMS Others

Feedback from external customers and staff - I

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How do you get meteorological products/services? (2010)

29%

6%5% 3% 2%

54%0,8%

Internet

TV

Radio

Press

Telephone

Personally

No need

Feedback from external customers and staff - II

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Feedback from stakeholders and staff - III Surveys (2014)

77

62

80

66

92

0

10

20

30

40

50

60

70

80

90

100

Stakeholders Staff Calibration Customer

Perc

enta

ge (%

)

Stakeholders/Staff/Customer Satisfactions

2013 2014

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Results of customer satisfaction survey arranged on Internet (2009 - 2013)

Questions/Evaluation parameters Rate of satisfaction %

2009 2010 2011 2012 2013

Consistency of meteorological forecasts 76 71 74,5 75,6 76,1

Accessibility of meteorological data 75 - 80,7 82,3 78,3

Usefulness of internet, web site 83 77,3 - - -

Design of internet, web site 76,4 73,1 73,1

Evaluation of products/services provided by TSMS 80 - - 76,6 73,8

Meeting of public needs by meteorological services provided by TSMS - - - 74,2 78,9

Evaluation of reliability of TSMS - 76 76,1 - -

AVERAGE 77 71 76,9 76,4 76,0 34

Feedback from external customers and stakeholders - 2013

Questions/Evaluation parameters Customers %

Stakehol ders

% Consistency of meteorological forecasts 76,1 80,5 Accessibility of meteorological data 78,3 83,6 Evaluation of products/services provided by TSMS 73,8 72,3

Usefulness of internet, web site (www.mgm.gov.tr) 73,1 65,4

Design of internet, web site (www.mgm.gov.tr) - 72,9

Meeting of public needs by meteorological services provided by TSMS

78,9 78,2

Evaluation of reliability of TSMS - 81,3 Evaluation of period of time you spent during data obtaining process from meteorological units of TSMS

- 76,6

Evaluation of attitude and behaviour of TSMS Staff during data obtaining process

- 77,6

AVERAGE 76,0 76,5 35

Questions/Evaluation parameters

Rate of Satisfaction (%)

2013 2014 İnrease (%)

1 Providing good environment for knowledge and skills to be used by staff. 58,3 64,0 +5,7

2 Getting accustomed to working together between staffs with the soul of the group. 63,7 66,8 +3,1

3 Is director giving you a right to make a decision in an extent to the mission? 67,9 68,4 +0,4

4 Do directors appreciate you in your succes? 61,6 64,3 +2,7

5 When the missions are assigned by director,are your knowledge and skills considered? 61,3 64,0 +2,7

6 Is there a good mitual communication between you and your director? 61,3 64,8 +3,5

7 Does your agency give you information about its purpose, objectives and activities regularly?

56,5 63,4 +6,9

8 Does training in agency contribute your personel development and your work?

66,1 68,4 +2,3

9 Do you have information about your agency's target and activities? - 73,9 -

10 Does your director behave fair in your work? 62,8 66,0 +3,2

*** Staff satisfaction rate rised by % 66,4 an increase of % 4,4 in 2014 comparing 2013.

TSMS Staff Satisfaction Questionary

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Process performance – Ravinsonde observations – 2014

I Performance Criteria (PC) Number of

observations

II PC Observations reached to 10

hPa (%)

III PC Number of radiosonde additionally

used (%)

IV PC– Number of TEMP

bulletins disseminated

through GTS in due time

Objectives - 2014 ≥ 725 ≥ 75 ≤ 2,5 ≥ 725 Adana 729 83,2 (+0,8) 1,2 (+0,3) 729 Ankara 729 84,0 (-1,0) 1,6 (-0,1) 729 Diyarbakır 725 75,0 (-7,0) 2,5 (+1,7) 725 Erzurum 727 84,0 (-2,0) 5,5 (+0,5) 726 Isparta 730 85,8 (-3,1) 1,8 (-0,5) 730 İstanbul 728 80,3 (+0,3) 7,0 (+4,8) 726 İzmir 730 84,1 (-2,9) 2,7 (+0,8) 730 Samsun 730 81,7 (-5,2) 2,1 (-0,2) 729

Average 728,5 82,3 3,05 728 Comparison with

2013 -1,1 -2,5 +0,8 -1,0 37

Future Plan Releated to QMS Simplifying of the QMS

Revising processes, procedures/working Instructions Improving customer-oriented system

Increasing users (external customers, stakeholders) and staff satisfaction, Trying to improve the system to meet/supply customer needs and expectations

Improving process-based management Generalizing process-based management in accordance with TSMS Strategic Plan

2013-2017 Increasing effectiveness of internal audits

Performing effective audits by well-trained/skillful auditors Performing audits once per year Audits better focused on core questions in the checklist

Implementing other management systems in the frame of QMS Information technology - Code of practice for information security management

(ISO 27001) 38

Added values of applicating of QMS ISO 9000 Standards for Organizations

Optimum use of available resources,

Increasing of loyalty of employees to their organization,

Providing increase of Staff’s understanding in the significance of quality and customer satisfaction,

Leading not more work but effective,

Better being knowledged for top management,

Reviewing of customer needs continuously,

Establishing of effective communication network,

Contributing of increasing of countries’ marketing competition,

Supporting share of knowledge and experiences,

Being dedicated to do better makes Staff have life passion and be more happy,

- Etc… 39

thank you for your attention... 40