INTRODUCTION TO SA 8000 IN YOUR COMPANY WHAT IS SA 8000? SA 8000 stands for �Social Accountability 8000� . It aims to promote continuous improvement of work place conditions and ensures the ethical sourcing for production of goods and services. It also sets out the basic standard and procedures regarding Health, Safety, working hours, collective bargaining, No Child or Forced Labour etc. The goal for this standard is to develop the fundamental systems that provide continuous improvement of works place conditions. The standard is based on principles of eleven conventions of International Labour Organisation (ILO). WHY OUR COMPANY IS GOING FOR SA 8000? Towards our efforts to establish and maintain an excellent work culture, better productivity and customer satisfaction, we are going to implement the standard of SA 8000. BENEFITS OF SA 8000 Significant improvement in working conditions leading to Improved Employee Morale Zero Accidents Better Work Ethos Greater Consumer & Investor Confidence Enhanced Product Quality Common for company & Suppliers which leads to Fall in rate of Absenteeism Increased commitment Better relationship with trade unions & stake holders Reduced worker compensation claims Opportunities for product differentiation based on good work place conditions Workers Improve their day-to-day situation Long term employment prospects Improved health, safety & welfare of employees Fundamental freedom of employees Opportunities for Advancement within workplace.

ISO 9001:2000 specifies requirements for a quality management system for any organization that needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements and aims to enhance customer satisfaction. ISO 9001:2000 has been organized in a user-friendly format with terms that are easily recognized by all business sectors. The standard is used for certification/registration and contractual purposes by organizations seeking recognition of their quality management system. The greatest value is obtained when you use the entire family of standards in an integrated manner. It is suggested that, beginning with ISO 9000:2000 , you adopt ISO 9001:2000 to achieve a first level of performance. The practices described in ISO 9004:2000 may then be implemented to make your quality management system increasingly effective in achieving your own business goals. ISO 9001:2000 and ISO 9004:2000 have been formatted as a consistent pair of standards to facilitate their use. Using the standards in this way will also enable you to relate them to other management systems (e.g. environmental), many sector specific requirements (such as ISO/TS/16949 in the automotive industry) and will assist in gaining recognition through national award programmes. BENEFITS OF ISO 9000 :- Increased Confidence of Consumers Better Image of the Organization Higher Productivity Consumer Satisfaction Improved Morale and Involvement of Employees Documentation brings about clarity in working Job Satisfaction Consistent and Improved Quality ISO 9001 IMPLEMENTATION METHODOLOGY :- Define the Quality Policy, Quality Objectives and ensure that objectives include continual improvement and linked with processes of the company Define processes of the company (Related to Management Responsibilities, Product Realization and Support Processes) and document each process with clear inputs, outputs, objectives and monitoring & measurement points Define roles, responsibilities and inter-relation of all levels of employees Keep work place environment safe & congenial Determine infrastructure environment and provide the same to improve the organization performance Ensure a focus on customer internal as well as external including enhancing customer satisfaction Define the competence level of personnel and improve competence by training and awareness.

INTRODUCTION TO OHSAS 18001 OCCUPATIONAL HEALTH & SAFETY OHSAS is the management systems specification for the management of an organisations health & safety responsibilities. OHSAS has not been published as a British Standard, but has been produced to meet market demand for a recognisable and auditable standard, to which companies can be assessed and certificated. The specification has been developed to be compatible with other management systems standards such as ISO 9000 for Quality Management Systems and ISO 14001 for Environmental Management Systems. HOW TO IMPLEMENT OHSAS 18001 ? As for other management system standards, ISO 18001 is intended to be used as a model or framework for organisations to use when developing their management system, that is relevant to an organisations processes and personnel policies. Below are some of the key elements, essential to the implementation of an effective environmental management system : An health & Safety policy Review of applicable legislation and regulations The identification and evaluation of risk, including historical information and existing procedures Documented procedures and documentation control Effective methods of communication and training Planning for accidents and responses Corrective and preventive action and continuous improvement WHAT ARE THE BENEFITS OF IMPLEMENTING OHSAS 18001? ISO 18001 aims to facilitate organisations in meeting their legal and regulatory requirements, whilst also providing tangible commercial benefits through the effective implementation, ongoing maintenance and continuous improvement of a documented management system. The aim of the OHSAS 18001 specification is to prevent, control and reduce hazards and risks within the working environment. As with other management systems standards such as ISO 14001, implementation, assessment and certification of an Occupational health & Safety management system, that meets the requirements of OHSAS 18001 , will support organisations in producing evidence of meeting their legal responsibilities with regard to the health & safety of employees and due diligence. Other major benefits include, reducing waste and increasing efficiency by Increasing access to insurance cover at a reduced cost by having a management system that includes risk minimisation and planning. The enhancement of an organisations commercial image, marketability and competitive edge through the achievement of a recognised management system certification. An increase in staff motivation and communications by active participation in the processes of continuous improvement and hazard reduction. Improve relations with industry and regulators through the implementation and management of a system that is designed to ensure that legal and regulatory issues are addressed and hazards, accidents and risks managed and where possible reduced by objectives and targets setting.

INTRODUCTION TO HACCP HACCP is an abbreviation for Hazard Analysis Critical Control Point. It is a systematic, multi-disciplined, task force way of working. HACCP is based on the principle that food safety issues can be eliminated or minimized by prevention during production rather than by detection in finished product. The concept of HACCP is to assure safety through development, implementation, and effective management of a functional process hazard control programme. The HACCP system identifies specific hazards and preventive measures for their control. Any HACCP system is capable of accommodating change, such as changes in equipment processing procedures or technological developments. HACCP can be applied throughout the food chain from the primary producer to the final consumer. Benefits of a HACCP system include: Enhanced Food Safety Better Use Of Resources More Timely Response To Problems Successful application of HACCP requires the full commitment and involvement of management as well as a team approach. The HACCP team should include appropriate experts such as production personnel, microbiologists, chemists and engineers according to the particular study. The application of HACCP is applied through taking the following easy steps: Look at the process / product from start to finish Decide where hazards could occur Put controls in place and monitor them Write it all down and keep records Ensure that it continues to work effectively.

INTRODUCTION TO ENVIRONMENTAL MANAGEMENT SYSTEM (ISO 14001) World over, the Industries are becoming increasingly concerned about achieving and demonstrating their environmental performance because of the growing compulsions from tough legislations and mounting public pressures. Environmental disasters such as Bhopal tragedy, Rhine pollution, Chernobyl disaster, acid rain damage etc. has led to growing public pressures on governments all over the world which started imposing stringent legislations with severe penalties in environmental issues. Business leaders whose initial response was defensive are now convinced of the need for a more proactive approach towards environmental issues. However to respond effectively to the public pressures and government regulations, industry faces numerous difficulties in understanding their obligations, responsibilities and rights while setting up and operating an industrial unit. Environmental Management Systems (EMS) certification is an opportunity that can enable companies acquire the label of environmentally conscious enterprise. With a systematic approach, the environment challenges can be converted into opportunities. Increasingly companies are discovering that good environmental performance is also good business. ISO 14001 is the standard against which companies can set the EMS certification to demonstrate their sound environment systems. It is worth while to clear at this stage itself that these standards do not lay down specific environmental performance criteria, but these are system standards, like ISO 9000 series, which describes the management of environment based on company�s environmental policy, objectives and targets defined on the basis of their significant environmental effects. BENEFITS OF IMPLEMENTING ISO 14001 Most of the companies feel that implementation of ISO 14001 leads to only meeting the pollution control board requirements, but the same is not true. ISO 14001 is based on sustainable development, which means that the Natural Resources like Energy, Water, Paper have to be conserved, keeping in mind the needs of our future generations. Therefore, implementation of ISO 14001 helps in the reduction in the consumption of various Natural Resources leading to tangible benefits to the organization and the society. Implementation of ISO 14001 enhances the image of the company of being Environmentally conscious so that any new projects can be set up without any hassles from non-governmental pressure groups. This standard also helps in the prevention of Environmental Accidents, thus creating an Environmentally safe working condition. Environmental Management Systems gives an opportunity for first analyzing the status of the organization for the following requirements after conducting the Initial Review: a) The legislative requirements as stated by Ministry of Science, Technology & Environment. b) The situations, which can lead to create pollution for example, spillage of oil, fire in electric circuits, discharge of oil contaminated water into drains etc. c) Storage and use of hazardous and toxic chemicals including their interface with the environment. d) Excessive usage of energy, paper and water e) Wastes / Scrap, Segregation and their disposal After the initial review, as per EMS, the action plans to be made for continuous improvement, thereby, reducing rejections, conserving natural resources, satisfying the society for the environmental interfaces and meeting legislative requirements. This is an ongoing continuous exercise, which demands the improvements from the earlier objectives / limits decided by the company, hence, provide an assurance to management towards improvements. By implementing EMS, the image of the company gets enhanced since the cost of the services get reduced, profits gets increased and the surroundings also admire for taking steps in helping the society towards pollution free environment.

introduction to it service management (bs 15000) “it specialists have for too long focused on boxes and wires at the expense of the services the systems support”. too often our interest in technology overshadows our interest in the businesses that use the systems and the people for whom we provide the hardware and software. Many it departments remain product-oriented, technology-oriented, methodology-dependent, user-averse and inwardly focused. The development life cycle stops once the software is delivered. Success is judged in terms of providing software to budget, to schedule and to specification as defined by a completed user acceptance test. Maintenance and support are seen as being about solving problems, not serving people. reliability : do we turn up to meetings when we say we will? will the system work or fall over when a critical customer is on the phone? can we provide 24-hour support? responsiveness : are we flexible enough to respond to changing business needs? can we accommodate new services quickly? will we adapt to the changing way our customer works or will we demand that customers adapt to our systems? assurance : is our it staff properly skilled and professional? do we have a solid reputation for delivery? do our customers feel that we are technically competent? are they confident that we will deliver accurate and timely information to them? empathy : do we understand the pressures our customers are under? do we understand the business problems and process they are dealing with? are we aware of their it skill levels? do we talk to them in a way, which is neither patronizing nor full of jargon, but seeks to increase their it understanding? key components of it service management (bs15000) service delivery service level management financial management for it businesses it services continuity management capacity management availability management service support incident management problem management change management release management configuration management security management alignment of it planning and business strategies benefits of it service management (bs 15000) questionnaires and focus groups will be needed to get feedback to measure these service quality dimensions, so that gaps can be identified and filled. A service-oriented helpdesk and support function will focus on the customer, not the problem. Service-oriented helpdesks build relationships with customers through planned and unplanned interaction. Communication is regular, regardless of whether problems have occurred. Problems are anticipated and training is given. The it support function aims to understand the customers' goals and purpose, to better support them. service-oriented practice in strategy, development and maintenance requires the development of a service culture. This requires proactive management committed to service and customers above products and technology. creating an awareness of service concepts amongst it staff developing quality moments of truth through practice and training in customer interaction and the management of the service encounter profiling customers or users and understanding their jobs, cultures and information needs understanding the expectations of customers through surveys, interviews and visits communicating customer service expectations to it staff through training and the development of measurable service contracts actively marketing services and service concepts to customers through awareness programmes, the development of communication strategies and the development of an it service brand identity restructuring the it department around services and customers, not applications and operating systems establishing continuous service feedback mechanisms and holistic service quality programmes.

INTRODUCTION TO SA 8000 IN YOUR COMPANY WHAT IS SA 8000? SA 8000 stands for �Social Accountability 8000� . It aims to promote continuous improvement of work place conditions and ensures the ethical sourcing for production of goods and services. It also sets out the basic standard and procedures regarding Health, Safety, working hours, collective bargaining, No Child or Forced Labour etc. The goal for this standard is to develop the fundamental systems that provide continuous improvement of works place conditions. The standard is based on principles of eleven conventions of International Labour Organisation (ILO). WHY OUR COMPANY IS GOING FOR SA 8000? Towards our efforts to establish and maintain an excellent work culture, better productivity and customer satisfaction, we are going to implement the standard of SA 8000. BENEFITS OF SA 8000 Significant improvement in working conditions leading to Improved Employee Morale Zero Accidents Better Work Ethos Greater Consumer & Investor Confidence Enhanced Product Quality Common for company & Suppliers which leads to Fall in rate of Absenteeism Increased commitment Better relationship with trade unions & stake holders Reduced worker compensation claims Opportunities for product differentiation based on good work place conditions Workers Improve their day-to-day situation Long term employment prospects Improved health, safety & welfare of employees Fundamental freedom of employees Opportunities for Advancement within workplace.

ISO 9001:2000 specifies requirements for a quality management system for any organization that needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements and aims to enhance customer satisfaction. ISO 9001:2000 has been organized in a user-friendly format with terms that are easily recognized by all business sectors. The standard is used for certification/registration and contractual purposes by organizations seeking recognition of their quality management system. The greatest value is obtained when you use the entire family of standards in an integrated manner. It is suggested that, beginning with ISO 9000:2000 , you adopt ISO 9001:2000 to achieve a first level of performance. The practices described in ISO 9004:2000 may then be implemented to make your quality management system increasingly effective in achieving your own business goals. ISO 9001:2000 and ISO 9004:2000 have been formatted as a consistent pair of standards to facilitate their use. Using the standards in this way will also enable you to relate them to other management systems (e.g. environmental), many sector specific requirements (such as ISO/TS/16949 in the automotive industry) and will assist in gaining recognition through national award programmes. BENEFITS OF ISO 9000 :- Increased Confidence of Consumers Better Image of the Organization Higher Productivity Consumer Satisfaction Improved Morale and Involvement of Employees Documentation brings about clarity in working Job Satisfaction Consistent and Improved Quality ISO 9001 IMPLEMENTATION METHODOLOGY :- Define the Quality Policy, Quality Objectives and ensure that objectives include continual improvement and linked with processes of the company Define processes of the company (Related to Management Responsibilities, Product Realization and Support Processes) and document each process with clear inputs, outputs, objectives and monitoring & measurement points Define roles, responsibilities and inter-relation of all levels of employees Keep work place environment safe & congenial Determine infrastructure environment and provide the same to improve the organization performance Ensure a focus on customer internal as well as external including enhancing customer satisfaction Define the competence level of personnel and improve competence by training and awareness.

INTRODUCTION TO OHSAS 18001 OCCUPATIONAL HEALTH & SAFETY OHSAS is the management systems specification for the management of an organisations health & safety responsibilities. OHSAS has not been published as a British Standard, but has been produced to meet market demand for a recognisable and auditable standard, to which companies can be assessed and certificated. The specification has been developed to be compatible with other management systems standards such as ISO 9000 for Quality Management Systems and ISO 14001 for Environmental Management Systems. HOW TO IMPLEMENT OHSAS 18001 ? As for other management system standards, ISO 18001 is intended to be used as a model or framework for organisations to use when developing their management system, that is relevant to an organisations processes and personnel policies. Below are some of the key elements, essential to the implementation of an effective environmental management system : An health & Safety policy Review of applicable legislation and regulations The identification and evaluation of risk, including historical information and existing procedures Documented procedures and documentation control Effective methods of communication and training Planning for accidents and responses Corrective and preventive action and continuous improvement WHAT ARE THE BENEFITS OF IMPLEMENTING OHSAS 18001? ISO 18001 aims to facilitate organisations in meeting their legal and regulatory requirements, whilst also providing tangible commercial benefits through the effective implementation, ongoing maintenance and continuous improvement of a documented management system. The aim of the OHSAS 18001 specification is to prevent, control and reduce hazards and risks within the working environment. As with other management systems standards such as ISO 14001, implementation, assessment and certification of an Occupational health & Safety management system, that meets the requirements of OHSAS 18001 , will support organisations in producing evidence of meeting their legal responsibilities with regard to the health & safety of employees and due diligence. Other major benefits include, reducing waste and increasing efficiency by Increasing access to insurance cover at a reduced cost by having a management system that includes risk minimisation and planning. The enhancement of an organisations commercial image, marketability and competitive edge through the achievement of a recognised management system certification. An increase in staff motivation and communications by active participation in the processes of continuous improvement and hazard reduction. Improve relations with industry and regulators through the implementation and management of a system that is designed to ensure that legal and regulatory issues are addressed and hazards, accidents and risks managed and where possible reduced by objectives and targets setting.

INTRODUCTION TO HACCP HACCP is an abbreviation for Hazard Analysis Critical Control Point. It is a systematic, multi-disciplined, task force way of working. HACCP is based on the principle that food safety issues can be eliminated or minimized by prevention during production rather than by detection in finished product. The concept of HACCP is to assure safety through development, implementation, and effective management of a functional process hazard control programme. The HACCP system identifies specific hazards and preventive measures for their control. Any HACCP system is capable of accommodating change, such as changes in equipment processing procedures or technological developments. HACCP can be applied throughout the food chain from the primary producer to the final consumer. Benefits of a HACCP system include: Enhanced Food Safety Better Use Of Resources More Timely Response To Problems Successful application of HACCP requires the full commitment and involvement of management as well as a team approach. The HACCP team should include appropriate experts such as production personnel, microbiologists, chemists and engineers according to the particular study. The application of HACCP is applied through taking the following easy steps: Look at the process / product from start to finish Decide where hazards could occur Put controls in place and monitor them Write it all down and keep records Ensure that it continues to work effectively.

INTRODUCTION TO ENVIRONMENTAL MANAGEMENT SYSTEM (ISO 14001) World over, the Industries are becoming increasingly concerned about achieving and demonstrating their environmental performance because of the growing compulsions from tough legislations and mounting public pressures. Environmental disasters such as Bhopal tragedy, Rhine pollution, Chernobyl disaster, acid rain damage etc. has led to growing public pressures on governments all over the world which started imposing stringent legislations with severe penalties in environmental issues. Business leaders whose initial response was defensive are now convinced of the need for a more proactive approach towards environmental issues. However to respond effectively to the public pressures and government regulations, industry faces numerous difficulties in understanding their obligations, responsibilities and rights while setting up and operating an industrial unit. Environmental Management Systems (EMS) certification is an opportunity that can enable companies acquire the label of environmentally conscious enterprise. With a systematic approach, the environment challenges can be converted into opportunities. Increasingly companies are discovering that good environmental performance is also good business. ISO 14001 is the standard against which companies can set the EMS certification to demonstrate their sound environment systems. It is worth while to clear at this stage itself that these standards do not lay down specific environmental performance criteria, but these are system standards, like ISO 9000 series, which describes the management of environment based on company�s environmental policy, objectives and targets defined on the basis of their significant environmental effects. BENEFITS OF IMPLEMENTING ISO 14001 Most of the companies feel that implementation of ISO 14001 leads to only meeting the pollution control board requirements, but the same is not true. ISO 14001 is based on sustainable development, which means that the Natural Resources like Energy, Water, Paper have to be conserved, keeping in mind the needs of our future generations. Therefore, implementation of ISO 14001 helps in the reduction in the consumption of various Natural Resources leading to tangible benefits to the organization and the society. Implementation of ISO 14001 enhances the image of the company of being Environmentally conscious so that any new projects can be set up without any hassles from non-governmental pressure groups. This standard also helps in the prevention of Environmental Accidents, thus creating an Environmentally safe working condition. Environmental Management Systems gives an opportunity for first analyzing the status of the organization for the following requirements after conducting the Initial Review: a) The legislative requirements as stated by Ministry of Science, Technology & Environment. b) The situations, which can lead to create pollution for example, spillage of oil, fire in electric circuits, discharge of oil contaminated water into drains etc. c) Storage and use of hazardous and toxic chemicals including their interface with the environment. d) Excessive usage of energy, paper and water e) Wastes / Scrap, Segregation and their disposal After the initial review, as per EMS, the action plans to be made for continuous improvement, thereby, reducing rejections, conserving natural resources, satisfying the society for the environmental interfaces and meeting legislative requirements. This is an ongoing continuous exercise, which demands the improvements from the earlier objectives / limits decided by the company, hence, provide an assurance to management towards improvements. By implementing EMS, the image of the company gets enhanced since the cost of the services get reduced, profits gets increased and the surroundings also admire for taking steps in helping the society towards pollution free environment.

introduction to it service management (bs 15000) “it specialists have for too long focused on boxes and wires at the expense of the services the systems support”. too often our interest in technology overshadows our interest in the businesses that use the systems and the people for whom we provide the hardware and software. Many it departments remain product-oriented, technology-oriented, methodology-dependent, user-averse and inwardly focused. The development life cycle stops once the software is delivered. Success is judged in terms of providing software to budget, to schedule and to specification as defined by a completed user acceptance test. Maintenance and support are seen as being about solving problems, not serving people. reliability : do we turn up to meetings when we say we will? will the system work or fall over when a critical customer is on the phone? can we provide 24-hour support? responsiveness : are we flexible enough to respond to changing business needs? can we accommodate new services quickly? will we adapt to the changing way our customer works or will we demand that customers adapt to our systems? assurance : is our it staff properly skilled and professional? do we have a solid reputation for delivery? do our customers feel that we are technically competent? are they confident that we will deliver accurate and timely information to them? empathy : do we understand the pressures our customers are under? do we understand the business problems and process they are dealing with? are we aware of their it skill levels? do we talk to them in a way, which is neither patronizing nor full of jargon, but seeks to increase their it understanding? key components of it service management (bs15000) service delivery service level management financial management for it businesses it services continuity management capacity management availability management service support incident management problem management change management release management configuration management security management alignment of it planning and business strategies benefits of it service management (bs 15000) questionnaires and focus groups will be needed to get feedback to measure these service quality dimensions, so that gaps can be identified and filled. A service-oriented helpdesk and support function will focus on the customer, not the problem. Service-oriented helpdesks build relationships with customers through planned and unplanned interaction. Communication is regular, regardless of whether problems have occurred. Problems are anticipated and training is given. The it support function aims to understand the customers' goals and purpose, to better support them. service-oriented practice in strategy, development and maintenance requires the development of a service culture. This requires proactive management committed to service and customers above products and technology. creating an awareness of service concepts amongst it staff developing quality moments of truth through practice and training in customer interaction and the management of the service encounter profiling customers or users and understanding their jobs, cultures and information needs understanding the expectations of customers through surveys, interviews and visits communicating customer service expectations to it staff through training and the development of measurable service contracts actively marketing services and service concepts to customers through awareness programmes, the development of communication strategies and the development of an it service brand identity restructuring the it department around services and customers, not applications and operating systems establishing continuous service feedback mechanisms and holistic service quality programmes.