EGMS EGMSinternal internal assessments assessments 2013 2013
Closing meeting CEA (W26 - W28). Closing meeting CEA (W26 - W28).
agenda Agenda
CEA ASSESSMENT: Introduction
FINDINGS: Issues (NCs), Risks (Obs), Recomendations (Improvements) and Best Practices NEXT STEPS
Executive summary EGMS Internal Assessments are essential to driving operational improvement and process excellence whilst developing our maturity to go beyond the minimum requirements of key International Standards. Following a number of inputs and feedback the approach of EGMS Assessments in RLAM was altered. Our regional maturity presented the opportunity to assess our end to end ways of working via a consultative and transparent dialog. The core EGMS expert functions collaborated to develop a single Regional assessment for the first time. This report details the findings following the interviews and information reviewed. In summary: > More observations have been identified than non-conformities, supporting the belief our maturity is developing. > The support and collaboration from all involved in the assessment was excellent. It was recognized that the assessors are there to gain feedback for improvement and share ideas whilst identifying particular compliance issues.
> The main findings identified are related to the linkage between top down strategy and the tactical execution, 3rd Party Providers evaluations and OHS & Environmental awareness in our core business processes.
“During the assessment particular focus was placed upon the Sales and Delivery Processes. This was reviewed by following a Customer Project through the life-cycle to assess the end-to-end workings of these key Ericsson Business Process (EBP). Customer Projects were selected based upon their execution status, scope of work and Customer Unit. CU TIM and CU Telefonica were in scope in this assessment.�
REGION LATIN AMERICA Internal Org Units
People
Customer
Ericsson Business Processes
Health CHECK > Look forwards, not backwards Internal Assessments are performed regularly to check the health of our Management System. The assessment is intended to be a preventative activity to avoid non-conformities and customer issues whilst uncovering future potential and opportunity. It is not the intention to look backwards and agonize over how we got to where we are. > Treat feedback positively Interviewees have provided input openly and honestly.The assessment team and output reflects the information received. Consumers of the assessment report should treat the findings in the spirit it was offered i.e. to help Ericsson move forwards.
Basic assessment data The Internal Assessment was conducted following a proven surveillance methodology and based upon the RLAM Directive: RLAM Internal Assessments of Ericsson Group Management System. The Internal Assessment team’s competence was reviewed and approved as adequate to perform the assessment by the Ericsson Global Management System Responsible.
Location
Compañía ERICSSON SACI (CEA) Av. Gral. Güemes 676 PB (B1638CJF) Vte. Lopez, Buenos Aires, Argentina.
Telephone
+54 114 319 5500
Company President
Sergio Quiroga da Cunha
Assessment Date
From 24th June to 12th July 2013 (w26 – 28)
Report Issued
12th July 2013
Lead Assessor
Christian Murillo
Assessment Team
Carmen Stella Gomez Aurora Zepeda Rebeca Montenegro Claudio Kiwowicz (PROPS-C expertise)
Assessment Criteria
Ericsson Group Management System (EGMS) including: › ISO 9001:2008 › ISO 14001:2004 › OHSAS 18001:2007 › Corporate Responsibility (CR) › Business Continuity Management. › PROPS-C Adherence
Assessment Basis
EGMS including process descriptions, policies, directives, instructions, guidelines, results etc.
EGMS assessment CEA 2013 PROJECTS CUSTOMER UNITS CU TELEFONICA
SBE 2012 (CU TELEFONICA) CORE TP 2012 (CU TIM)
CU TIM
INTERNAL UNIT/FUNCTIONS
Compañía ERICSSON SACI (ARGENTINA)
STRATEGY & MARKETING COMMERCIAL MANAGEMENT OPERATIONS (Local Delivery, Supply) FINANCE (REFM, Security) HR (Learning & CD, OHS) COMMUNICATIONS * CMTF
PROCESSES STRATEGY MARKETING SALES SERVICE DELIVERY SUPPLY SOURCING HUMAN RESOURCE MGMT *ECOLOGY MANAGEMENT
EGMS Findings report Cea 2013
Summary of findings BCM 3 NCs + 2 Obs
Environmental Mgmt. 3 Obs + 3 best practices
Props-c adherence (CORE TP 2012 - TIM): 91% STRETCHED
Props-c adherence (SBE 2012 - Telefonica): 88% COMMITMENT
Non conformities (NCs) = Issues = Corrective Action Observations (Obs) = Risks = Preventive Action Improvement = Recommendations = Suggested Action Positive Indicators = Best Practices = Share!
Our processes
EGMS Assessments CEA 2013
Our processes Strategy › Issues (Non Conformities): 0 › Risks (Observations): 1) Quality: The interface between the strategy process and sales process in regards to the establishment of objectives and targets and execution its not clearly defined., interrelating the Growth Plans and the targets established within the sales organizations .(Responsible: Bengt Rosengren) 2) Quality: A mechanism to monitor, measure and analyze the performance of the strategy process is not defined. (Responsible: Bengt Rosengren) › Recommendations (Improvements): 0 › Best practices (to be shared): 0
Our processes marketing › Issues (Non Conformities): 1) Quality: The follow of Marketing Plan 2013 is not developed in order to review the status and take the actions required to achieve the objectives defined. (Responsible: Hector de Tommaso) 2) Quality: Records of the marketing process are not controlled. The Marketing Plan 2013 is not archived in a Ericsson repository and approved by the Head of S&M (EriDoc) (Responsible: Hector de Tommaso) 3) Quality: The version of the Marketing Plan 2013 presented during the audit not is complete. (Responsible: Hector de Tommaso) › Risks (Observations): 1) Quality: The current marketing process version (Rev B) in EBP doesn't reflect a regional approach and it needs to be aligned with Cross Functions. e.g. it doesn't describe engagement practices interfaces (Responsible: GF) › Recommendations (Improvements): 0 › Best practices (to be shared): 0
Our processes Project: SBE 2012 (Telefonica) sales › Issues (Non Conformities): 0 › Risks (Observations): 0 › Recommendations (Improvements): 0 › Best practices (to be shared): 1) The consideration of environmental and OHS risks during the Risk Analysis framework within the Sales process
Our processes Project: SBE 2012 (Telefonica) Service delivery › Issues (Non Conformities): 1) OHS: Fall protection equipment was not complete (only harness and one sling were found in the site), evidence of work on heights above 1.8 meters was confirmed (use of ladder for installation of cables). SETEL Supplier. (Responsible: Victor Salgado) 2) OHS: ASP personnel is using the room of elevator machines as temporary storage area, poles of the elevator has no guards, no signage or restriction to this area has been implemented in order to avoid incidents. SETEL Supplier (Responsible: Victor Salgado) 3) OHS: ASP personnel is using the room of elevator machines as temporary storage area, electrical installations are in this area, in the room was found a cylinder with no identification and confirmed by the personnel that contains propane, frequently used for the civil work being performed for site installation. SETEL Supplier (Responsible: Victor Salgado) › Risks (Observations): 1) OHS: A lifting device was implemented by the supplier SETEL; the device has no evidence of being tested to ensure the weight capability and has an anchorage point to a metallic tube. The device is being used to lift cabinets from the street to the rooftop (10 - 15 meters height approximately). (Responsible: Victor Salgado) › Recommendations (Improvements): 0 › Best practices (to be shared): 0
Our processes Project: CORE TP 2012 (TIM) SaLES › Issues (Non Conformities): Risks (Observations): 1) Quality: Given that the opportunity under review did pertain to a Frame Contract, hence Full Track by definition, it was not documented the decision related with not develop the risk assessment in minirisk required before SDP1 (Responsible: Jose Plasenzotti) ›Recommendations (Improvements): ›Best practices (to be shared): 1) The consideration of environmental and OHS risks during the Risk Analysis framework within the Sales process.
It tools – crm 360 › Issues (Non Conformities): 1) Quality: The records of the sales process in CRM 360 tool have some issues related with the roles of approvals, exist two version of the SDB 2 one like Fast Track and other like Full Track, caused by the migration of the tool. (Responsible: Ramon Galey)
Our processes Project: CORE TP 2012 (TIM) Service delivery › Issues (Non Conformities): 1) OHS: ASP personnel from RODA, confirmed that was not informed from Ericsson on how to proceed and how to communicate in case of incidents. (Responsible: G. Cufre) 2) Quality: Quality auditors were not included within the resources plan of the project assessed. (Responsible: G. Cufre) 3) Quality: For the project Core TP 2012 was not found the evidence of the QASIS Audits defined in the project specification. (Responsible: G. Cufre) › Risks (Observations): 1) OHS: The project's OHS risk assessment was not related to operative activities, but related to administrative activities. Objective Evidence: Project Specification for CORE TP 2012, CRM ID 182556 Chapter 4 (Responsible: G. Cufre) 2) OHS: ASP personnel from RODA, did not receive any induction on how to proceed in case of evacuation or how to request support in case of a fire, during the execution of the activity in the customer facilities. (Responsible: G. Cufre) 3) OHS: There were fire extinguishers missing in the customer site. (Responsible: G. Cufre) 4) OHS: All the lights from the stairs and main corridor to the
Our processes Project: CORE TP 2012 (TIM) Service delivery installation area were off, when personnel from the customer were asked about this situation no one could explained the reason. The visibility in these passage areas was significantly jeopardized. (Responsible: G. Cufre) 5) Quality: During the assessment evidence of a quality plan was identified, however there are no clear guidelines within RLAM PMO about the basic or minimum content for a project quality plan and KPI definitions. (Responsible: G. Cufre) › Recommendations (Improvements): › Best practices (to be shared): 1) Management organization and documentation required complete and available in “Chronos” .
Our processes HUMAN resource mgmt › Issues (Non Conformities): 1) The Growth Plan 2012 was not an input for the planning of competence development master plan process 2013 of Operations. (Responsible: João Mendes) › Risks (Observations): 1) Quality: The current process included an annual planning however the dates for the trainings are confirmed by the each SPOCS during the year. During the assessment of the execution of Local Delivery competence plan there was not clear alignment between the competence requested and the calendar proposed for the year period. (Responsible: João Mendes) 2) Quality: The dashboard defined to measure the advance of the plan agreed with the areas is not aligned with the Target Specification of Competence Availability defined. (Responsible: João Mendes) 3) Quality: Within of Calendar of trainings of Operations are not included the trainings of ASP certification group for 2013 requested by LD in the CDMP and required to ensure the competence of the Quality Auditors like Dario Ayala who is in process of training. (Responsible: Maria Guadalupe Rodriguez) › Recommendations (Improvements): 0 › Best practices (to be shared): 1) Current process to develop and monitoring of the CDMP of Operations established by the TP&OD area.
Our processes sourcing › Issues (Non Conformities): 1) Quality: The current process to evaluate the performance of the suppliers not ensure the evaluation of suppliers critical for the quality of the services delivery for Ericsson, taking into account that the criteria to select the suppliers evaluated in CoC, Internal performance and ASP Regional Governance (Supplier Management framework) process not included the criteria of impact in the quality of the products and services. (Responsible: Ricardo Foyedo) › Risks (Observations): 0 › Recommendations (Improvements): 0 › Best practices (to be shared): 0
Our internal units
EGMS Assessments CEA 2013
Our units in rlam Strategy & marketing (regional LEVEL) › IIssues (Non Conformities): 0 › IRisks (Observations): 0 › IRecommendations (Improvements): 0 › IBest practices (to be shared): 0 1) Implementation of Management Review process in the UNIT and the following of the KPI of the BSC.
Our units in rlam Cu telefonica (regional LEVEL) › Issues (Non Conformities): 1) Quality: Although BSC is established and monitored regularly in the unit, some KPIs were reported as "robust" in Q1, 2013 and the corrective actions were not documented in the "Performance report sheet" template. (Responsible: Georgia Sbrana) › Risks (Observations): 1) Quality: Records of management review are not aligned with the regional instruction, evidence and actions taken are not clearly described on the management review template. (Responsible: Georgia Sbrana) › Recommendations (Improvements): 0 › Best practices (to be shared): 0
Cu tim (regional LEVEL)
› Issues (Non Conformities): 1) Quality: Within the CSI process in the region is necessary include the evidence of the action plans in the site of CSI and for the action of CU TIM "Investigate in very detailed level thru RCA and site visits why it takes 15 days to execute a SWAP at Telecom Personal" not was included the evidence required to close this action. (Responsible: Mariano Limongi) › Risks (Observations): 0 › Recommendations (Improvements): 0 › Best practices (to be shared): 0
Our units in rlam communications (REGIONAL LEVEL) › Issues (Non Conformities): 0 › Risks (Observations): 1) Quality: The OE Champion interviewed didn't had the access to the CPI Database to complete the follow up required to the findings and generate the report for Management Review. (Responsible: Connie Burgos) 2) Quality: BSC and KPI follow up of Communications with the "Performance Report Sheet Template" is not implemented as defined within Ericsson's Target setting process. (Responsible: Connie Burgos) › Recommendations (Improvements): 0 › Best practices (to be shared): 0
COMMERCIAL MGMT. (REGIONAL LEVEL) › Issues (Non Conformities): 0 › Risks (Observations): 0 › Recommendations (Improvements): 0 › Best practices (to be shared): 0 1) The UNIT Management Review is a best practice in the region, include a systematic process to align the targets in the different level of the UNIT until individual level and the tool created to monitor de results of the KPI and action plan defined.
Our units in cea Local delivery (country LEVEL)
› Issues (Non Conformities): 0 › Risks (Observations): 1) Quality: During the assessment, it was identified that the QASIS audits are conducted by ASP resources in Argentina. The agreement with corporate to validate this model was not evidenced. (Responsible: Victor Salgado) 2) Environmental: There was no objective evidence of an control established to ensure that the NRO ASPs comply with Ericsson's process to return electronic material from customer sites. It was not confirmed during the assessment that this process is contractually established with the ASPs. The current WoW implies that the ASP consolidates all WEEE material in their own WHs before notifying Ericsson. (Responsible: Victor Salgado) › Recommendations (Improvements): 0 › Best practices (to be shared): 1) The consideration of environmental factors during the execution of customer project's site inspections. 2) The process defined with Local Delivery to evaluate the performance of the ASP that included criteria to evaluate: QASIS, Risk Prevention (OHS - Environment) and ASP Model. Although this process currently is being developed currently.
Our units in cea Supply (country LEVEL)
› Issues (Non Conformities): 0 › Risks (Observations): 0 1) OHS: During the walk through for assessment of housekeeping related to manual handling and lifting, were found two pallets in the second floor of the rack with serious damage to the boxes causing instability to the pallet. (Responsible: Cecilia Li Rosi) 2) OHS: During the walk through for assessment of OHS requirements in the new facilities for the warehouse, was found a forklift operator driving a high speed. (Responsible: Cecilia Li Rosi) 3) OHS: During interview with the OHS Responsible person from the supplier, was confirmed that he has not received any notification about Ericsson OHS Supplier Requirements. (Responsible: Cecilia Li Rosi) 4) Environmental: The process established to return electronic material (excess material and/or malfunctioning) could be improved. The current process establishes 2 different templates to be used/filled by ASPs and there was no objective evidence of an work instruction describing how the process should work neither a systematic method to communicate this instruction to the delivery organizations. (Responsible: Cecilia Li Rosi) 5) Environmental: WEEE categorization (internal/external) needs to be improved. Criteria for this categorization is not clear and misinterpretations in this sense directly affects the regional Take Back target for 2013. (Responsible: GF Ecology Mgmt.) › Recommendations (Improvements): 1) Quality: In the new warehouse is pending the field identification of the product/risk areas required. This is an ongoing activity that needs to be followed. (Responsible: Cecilia Li Rosi) › Best practices (to be shared): 0
Our units in cea REFM (country LEVEL) › Issues (Non Conformities): 0 › IRisks (Observations): 1) OHS: During the walk through for assessment of operational controls related to fire prevention, were found two fire extinguishers blocked by boxes (parking area) and coats (third floor) (Responsible: Miriam Garcia) 2) OHS: The reports of the maintenance of the system for fire prevention from the landlord show that in the two inspections made on 2013 all the valves of firefighters pipes are missing, no actions have been taken to close the gap.. (Responsible: Miriam Garcia) 3) OHS: During the walk through for assessment of housekeeping related to fire prevention, were found an area with an overload of boxes and non identified material belonging to Operations in the fourth floor. This is a high risk of accumulating flammable material in excess. (Responsible: Victor Salgado) › IRecommendations (Improvements): 0 › IBest practices (to be shared): 0
Our units in CEA HR OHS (COUNTRY LEVEL) › Issues (Non Conformities): 0 › Risks (Observations): 1) OHS: Reports for HIPO incidents have not been completed according to the definition of 3 days for phase 1 and 10 days for complete report. Took 5 months to complete both phases according to the report CEA-13:000565 and information in report CEA-13:00569 has not been included. (Responsible: Dario Ayala) 2) OHS: Report for HIPO incident CEA-13:0005 shows that the contributing factor was related to human factor and in the action plan no actions were taken for substandard actions (direct related to human factors) only for substandard conditions. (Responsible: Dario Ayala) 3) OHS: No standardized process have been communicated for the communication, participation and consultation in terms of OHS within Customers, Suppliers and Internal Processes affecting OHS. (Responsible: Rebeca Montenegro) 4) OHS: Legal identification process have shown a risk of missing information, due the high dependence on human factors (communication, evaluation, interpretation). (Responsible: GF OHS) › Recommendations (Improvements): 1) OHS: Reports for HIPO incidents have not been completed according to the definition of 3 days for phase 1 and 10 days for complete report. Took 5 months to complete both phases according to the report CEA-13:000565 and information in report CEA-13:00569 has not been included. (Responsible: Gabriela Aquino) › Best practices (to be shared): 0
Our units in CEA security (country LEVEL) › Issues (Non Conformities): 0 › Risks (Observations): 1) OHS: Procedures for handling emergencies related to bomb threat, violence in the work place and other criminal activities have not been validated by security, have been only developed under OHS expertise. (Responsible: Selma Coutinho) 2 )Quality: In general, awareness of BCM roles & responsibilities for the CMTF Lead needs additional attention. The communication of this information needs to be reinforced (i.e., availability of instructions in Ericoll site) › Recommendations (Improvements): 1) Quality: Criteria about OHS participation in the CMTF Team could be evaluated, this person can support and act proactively during crisis situation to avoid any incident related to the subject matter (Responsible: Selma Coutinho) › Best practices (to be shared): 0
Business continuity mgmt CMTF - uruguay › Issues (Non Conformities): 1) BCAP document from CCU is approved by the Administration Manager and according to RLAM instructions this should be approved by CMTF Lead (Responsible: Luis Lopez) ›Risks (Observations): 1) A systematic process to follow up corrective actions raised during the exercises is not completely established. Actions don't include a timeframe for completion. (Responsible: Selma Coutinho) ›Recommendations (Improvements): 0 ›Best practices (to be shared): 0
CMTF - colombia › Issues (Non Conformities): 1) BCM documents for EDC are approved by the Security Manager and according to RLAM instructions this should be approved by CMTF Lead (Responsible: Joaquin Isaza) 2) BCAP document for EDC needs to be updated (i.e., 5 Emergency contacts, Natalia Vargas) and all the CTMF members must have an appointed backup person (Responsible: Joaquin Isaza) › Risks (Observations): 0 › Recommendations (Improvements): 0 › Best practices (to be shared): 0
Next steps
EGMS Assessments CEA 2013
Finding’s handling W28
Responsible: PM&OE
Finding Identification
Assessment Execution
Report Sending
CPI Database Input
Full Workflow
Compliance Establishment
Responsible: AUDITEES
Assessment Planning
W41
90 calendar days
Root Cause Analysis
Action Plan Setting
Actions Closure
Gathering of Effectiveness Evidences
Correction Verification of Efectiveness
Efectiveness Assurance
Responsible: PM&OE
Assessment Planning & Execution
W26 / W27 Responsible: PM&OE
SME Support
CPI DATABASE (PROGRESSION)
Action Status: Open – Not Started
Action Status: Open – Ongoing
Action Status: Closed
references Group Policy: Quality and Management System Group Directive: Ericsson Group Management System (EGMS) Group Instruction: Internal Assessment of the Management System Group Instruction: Process Management at Ericsson Regional Instruction: RLAM Internal Assessments of Ericsson Group Management System RLAM Instruction: Corrective, Preventive and Improvement Actions Handling in RLAM RLAM EGMS Requirements › EGMS Assessment CEA 2013 (Supporting information): CEA Assessment agenda. Internal Assessment program for 2013
Q&A
CONTACT US: Process Mgmt. & Operational Excellence (ERICOLL)
C P I D a t a b a se
C a t e gor y of
C ompa ny
ID
t he f i ndi ng
Tr i gr a m
1159
Improvement
CEA
EGMS Internal Assessment
1160
Observation
CEA
EGMS Internal Assessment
1161
Observation
CEA
EGMS Internal Assessment
1162
Observation
CEA
EGMS Internal Assessment
1163
Observation
CEA
EGMS Internal Assessment
1164
Observation
CEA
EGMS Internal Assessment
1165
Observation
CEA
EGMS Internal Assessment
1166
Observation
CEA
EGMS Internal Assessment
1167
Observation
CEA
EGMS Internal Assessment
1168
Observation
CEA
EGMS Internal Assessment
1169
Observation
CEA
EGMS Internal Assessment
A sse ssm e n t T y p e
D e sc r i p t i o n o f t h e f i n d i n g
A medical and ergonomic service exist at the office due legal requirement; both services have not developed a work program aligned with the regional initiatives regarding Health Campaign. Applicable requirement: Target: Health Campaign 2013 EDP -13:000005 (4.3.3 OHSAS 18001:2007). Objective Evidence: Health Campaign 2013 EDP-13:000005 (Ergonomics and Tabaquism as special focus), and EDP-13:000011 OHS BSC 2013 no evidence of local activities supported by any of the medical or ergonomic services. Legal identification process have shown a risk of missing information, due the high dependence on human factors (communication, evaluation, interpretation). Applicable requirement: OHS Legal Management LME-10:003407 (4.3.2 OHSAS 18001:2007). Objective Evidence: Interview with OHS SME for Argentina confirmed that two weeks ago was identified that legislation was not included in the local legal matrix EDB-11:009055, although evidence was shown that the update is in process and a new tool is being launched among the region. Reports for HIPO incidents have not been completed according to the definition of 3 days for phase 1 and 10 days for complete report. Took 5 months to complete both phases according to the report CEA-13:000565 and information in report CEA-13:00569 has not been included. Applicable requirement: OHS Incidents Management EDP -13:000511 (4.5.3 OHSAS 18001:2007). Objective Evidence: Report of HIPO incident with date 02 February 2013 happened to a HC. CEA -13:000565 Report of HIPO incident with date 18 February 2013 happened to a HC. CEA-13:000569. Report for HIPO incident CEA-13:0005 shows that the contributing factor was related to human factor and in the action plan no actions were taken for subestándard actions (direct related to human factors) only for subestándard conditions. Applicable requirement: OHS Incidents Management EDP-13:000511 (4.5.3 OHSAS 18001:2007). Objective Evidence: Report of HIPO incident with date 02 February 2013 happened to a HC. CEA-13:000565 During the walk through for assessment of operational controls related to fire prevention, were found two fire extinguishers blocked by boxes (parking area) and coats (third floor). Applicable requirement: Plan de Respuesta ante Emergencias CEA 2013 CEA -13:000082 (4.4.7 OHSAS 18001:2007). Objective Evidence: Photo of fire extinguisher in the parking lot during walk through of July 1 st (witnesses Dario Ayala and Rebeca Montenegro) The reports of the maintenance of the system for fire prevention from the landlord show that in the two inspections made on 2013 all the valves of firefighters pipes are missing, no actions have been taken to close the gap. Applicable requirement: Plan de Respuesta ante Emergencias CEA 2013 CEA-13:000082 (4.4.7 OHSAS 18001:2007). Objective Evidence: Reports of maintenance of the system for fire prevention. During the walk through for assessment of housekeeping related to fire prevention, were found an area with an overload of boxes and non identified material belonging to Operations in the flourth floor. This is a high risk of accumulating flammable material in excess. Applicable requirement: Plan de Respuesta ante Emergencias CEA 2013 CEA -13:000082 (4.4.7 OHSAS 18001:2007). Objective Evidence: Witnesses Dario Ayala and Rebeca Montenegro No standardized process have been communicated for the communication, participation and consultation in terms of OHS within Customers, Suppliers and Internal Processes affecting OH S. Applicable requirement: OHS Internal Communication LME -11:001302, OHS Participation and Consultation LME-11:000716. Objective Evidence: Interview with KAM, ACR & CPMs for the projects - SBE 2012 Telefonica - CORE TP 2012 TIM The project's OHS risk assessment was not related to operative activities, but related to administrative activities. Applicable requirement: Safety Plan, Projects LME-11:004600. Objective Evidence: Project Specification for CORE TP 2012, CRM ID 182556 (Chapter 4). During the walk through for assessment of housekeeping related to manual handling and lifting, were found two pallets in the second floor of the rack with serious damage to the boxes causing inestability to the pallet. Applicable requirement: The Ericsson General Supplier OHS Standards LME-12:000342 The Ericsson Specific Supplier OHS Standards LME -12:000343. Objective Evidence: Walkthrough the warehouse, witnesses audit team During the walk through for assessment of OHS requirements in the new facilities for the warehouse, was found a forklift operator driving a high speed. Applicable requirement: Driver and vehicle safety LME- 12:001902. Objective Evidence: Walkthrough the warehouse, witnesses audit team
R LA M U ni t
A ppl i c a bl e S t a nda r d
R e por t e d by
R e sp o n si b l e
HR&O
OHSAS 18001
Rebeca Montenegro
Gabriela Aquino
HR&O
OHSAS 18001
Rebeca Montenegro
Rebeca Montenegro
OPS - LD
OHSAS 18001
Rebeca Montenegro
Dario Ayala
OPS - LD
OHSAS 18001
Rebeca Montenegro
Dario Ayala
FIN - REFM
OHSAS 18001
Rebeca Montenegro
Miriam Garcia
FIN - REFM
OHSAS 18001
Rebeca Montenegro
Miriam Garcia
OPS - LD
OHSAS 18001
Rebeca Montenegro
Victor Salgado
HR&O
OHSAS 18001
Rebeca Montenegro
Rebeca Montenegro
OPS - PMO
OHSAS 18001
Rebeca Montenegro
Guillermo Cufre
OPS - Supply
OHSAS 18001
Rebeca Montenegro
Cecilia Li Rosi XX
OPS - Supply
OHSAS 18001
Rebeca Montenegro
Cecilia Li Rosi XX
OPS - Supply
OHSAS 18001
Rebeca Montenegro
Cecilia Li Rosi XX
1170
Observation
CEA
EGMS Internal Assessment
During interview with the OHS Responsible person from the supplier, was confirmed that he has not received any notification about Ericsson OHS Supplier Requirements. Applicable requirement: Code of Conduct The Ericsson General Supplier OHS Standards LME -12:000342 The Ericsson Specific Supplier OHS Standards LME-12:000343. Objective Evidence: Interview with OHS Responsible for Supplier.
1171
Observation
CEA
EGMS Internal Assessment
A lifting device was implemented by the supplier SETEL; the device has no evidence of being tested to ensure the weight capability and has an anchorage point to a metalic tube. The device is being used to lift cabinets from the street to the rooftop (10 - 15 meters height approximately). Applicable requirement: Manual Handling LME -12:001907. Objective Evidence: Interviewee confirmed that there is no test performed and no legal requirement for this. Interviewee said that the weigh does not exceed 80 kg.
OPS - LD
OHSAS 18001
Rebeca Montenegro
Victor Salgado
1172
Observation
CEA
EGMS Internal Assessment
ASP personnel from RODA, did not receive any induction on how to proceed in case of evacuation or how to request support in case of a fire, during the execution of the activity in the customer facilities. Applicable requirement:OHS Participation and Consultation LME -11:000716. Objective Evidence: Interviewee Cristobal Acuña DNI 9499876 and supervisor Omar.
OPS - PMO
OHSAS 18001
Rebeca Montenegro
Guillermo Cufre
EGMS Internal Assessment
There were two fire extinguishers missing in the customer site. Applicable requirement: OHS Participation and Consultation LME-11:000716. Objective Evidence: Photographs
OPS - PMO
OHSAS 18001
Rebeca Montenegro
Guillermo Cufre
OPS - PMO
OHSAS 18001
Rebeca Montenegro
Guillermo Cufre
1173
Observation
CEA
1174
Observation
CEA
EGMS Internal Assessment
All the lights from the stairs and main corridor to the installation area were off, when personnel from the customer were asked about this situation no one could explained the reason. The visibility in these passage areas was significantly jeopardized. Applicable requirement: OHS Participation and Consultation LME-11:000716. Objective Evidence: Walkthrough the customer site, witnesses audit team.
1175
Observation
CEA
EGMS Internal Assessment
Procedures for handling emergencies related to bomb threath, violence in the work place and other criminal activities have not been validated by security, have been only developed under OHS expertise. Applicable requirement: Plan de Respuesta ante Emergencias CEA 201 3 CEA-13:000082 (4.4.7 OHSAS 18001:2007). Objective Evidence: Interviewee Security Manager
FIN - Security
OHSAS 18001
Rebeca Montenegro
SELMA COUTINHO C
1176
Nonconformity
CEA
EGMS Internal Assessment
Fall protection equipment was not complete (only harness and one sling were found in the site), evidence of work on heights above 1.8 meters was confirmed (use of ladder for installation of cables). SETEL Supplier. Applicable requirement: Climbing and working at heights Instruction LME 10:002804. Objective Evidence: Photograph
OPS - LD
OHSAS 18001
Rebeca Montenegro
Victor Salgado
1177
Nonconformity
CEA
EGMS Internal Assessment
ASP personnel is using the room of elevator machines as temporary storage area, poles of the elevator has no guards, no signage or restriction to this area has been implemented in order to avoid incidents. SETEL Supplier. Applicable requirement: The Ericsson General Supplier OHS Standards LME-12:000342 The Ericsson Specific Supplier OHS Standards LME-12:000343. Objective Evidence: Photograph
OPS - LD
OHSAS 18001
Rebeca Montenegro
Victor Salgado
1178
Nonconformity
CEA
EGMS Internal Assessment
ASP personnel is using the room of elevator machines as temporary storage area, electrical installations are in this area, in the room was found a cilinder with no identification and confirmed by the personnel that contains propane, frequently used for the civil work being performed for sit e installation. SETEL Supplier. Applicable requirement: Chemicals Handling LME -12:001899 Fire Prevention LME-12:001905. Objective Evidence: Photograph
OPS - LD
OHSAS 18001
Rebeca Montenegro
Victor Salgado
1179
Nonconformity
CEA
EGMS Internal Assessment
ASP personnel from RODA, confirmed that was not informed from Ericsson on how to proceed and how to communicate in case of incidents. Applicable requirement: The Ericsson General Supplier OHS Standards LME-12:000342 The Ericsson Specific Supplier OHS Standards LME -12:000343. Objective Evidence: Interviewee Cristobal Acuña DNI 9499876 and supervisor Omar
OPS - PMO
OHSAS 18001
Rebeca Montenegro
Guillermo Cufre
1180
Improvement
CEA
EGMS Internal Assessment
Criteria about OHS participation in the CMTF Team could be evaluated, this person can support and act proactively during acrisis situation to avoid any incident related to the subject matter. Applicable requirement: Globla instru ction: Local Security and Crisis Management Governance, LME-08:001056 Uen. Objective Evidence: Interviewee Security Manager
FIN - Security
OHSAS 18001 / BCM
Rebeca Montenegro
SELMA COUTINHO C
EGMS Internal Assessment
Records of management review are not aligned with the regional instruction, evidence and actions taken are not clearly described on the management review template. Applicable requirement: Local instruction: RLAM Management Review, EDC-10:000924 Uen (5.6.3 ISO 9001:2008). Objective Evidence: RLAM Management Review Report Template, CU telefonica - Q2.
CU Telefonica
ISO 9001
Aurora Zepeda
Georgia Sbrana
EGMS Internal Assessment
In general, awareness of BCM roles & responsibilities for the CMTF Lead needs additional attention. The communication of this information needs to be reinforced (i.e., availability of instructions in Ericoll site). Applicable requirement:Globla instruction: Local Security and Crisis Management Governance, LME-08:001056 Uen. Objective Evidence: Interviewee back up of the CMTF Lead CCU, CMTF Lead EDC, CMTF Lead CEV
FIN - Security
ISO 9001 / BCM
Aurora Zepeda
SELMA COUTINHO C
1181
1182
Observation
Observation
CEA
CEA
C P I D a t a b a se
C a t e gor y of
C ompa ny
ID
t he f i ndi ng
Tr i gr a m
A sse ssm e n t T y p e
D e sc r i p t i o n o f t h e f i n d i n g
R LA M U ni t
A ppl i c a bl e S t a nda r d
R e por t e d by
R e sp o n si b l e
1183
Observation
CEA
EGMS Internal Assessment
The current marketing process version (Rev B) in EBP doesn't reflect a regional approach and it needs to be aligned with Cross Functions. e.g. it doesn't describe engagement practices interfaces. Applicable requirement: 4.2.3 ISO 9001:2008. Objective Evidence: Process specification: EBP Marketing Process, 130 11-FEA 203 701 Uen Rev B (4.2.4 ISO 9001:2008)
S&M
ISO 9001
Aurora Zepeda
Aurora Zepeda
1184
Observation
CEA
EGMS Internal Assessment
During the assessment, it was identified that the QASIS audits are conducted by ASP resources in Argentina. The agreement with corporate to validate this model was not evidenced. Applicable requirement:Quality Audit System, 1551 -FDG 103 44 Uen Rev S . Objective Evidence: Interviewee Service Delivery Line Manager and Technician
OPS - LD
ISO 9001
Aurora Zepeda
Victor Salgado
1185
Observation
CEA
EGMS Internal Assessment
A systematic process to follow up corrective actions raised during the excercises is not completely established. Actions don't include a timeframe for completion. Applicable requirement: Exercise management guideline, LME-08:003681 Uen Rev B . Objective Evidence: Exercise performed in CCU on 2012-08-31;
FIN - Security
ISO 9001 / BCM
Aurora Zepeda
SELMA COUTINHO C
EGMS Internal Assessment
Although BSC is established and monitory regulary in the unit, some KPIs were reported as "robust" in Q1, 2013 and the corrective actions were not documented in the "Performance report sheet" template. Applicable requirement: Target Setting Terminology & Templates, EAB -06:033696 Uen Rev X, slide 8. Objective Evidence: LT Meeting presentation - Q1 2013, EDB-13:004515
CU Telefonica
ISO 9001
Aurora Zepeda
Georgia Sbrana
EGMS Internal Assessment
BCAP document from CCU is approved by the Administration Manager and according to RLAM instructions this should be approved by CMTF Lead. Applicable requirement: RLAM BCM Requierements (4.2.3 ISO 9001:2008). Objective Evidence: Business Continuity Action Plan Uruguay Minimum Requirements, CCU-12:000156 Uen, Rev C
FIN - Security
ISO 9001 / BCM
Aurora Zepeda
Luis Lopez
FIN - Security
ISO 9001 / BCM
Aurora Zepeda
Joaquin Isaza
1186
1187
Nonconformity
Nonconformity
CEA
CEA
1188
Nonconformity
CEA
EGMS Internal Assessment
BCM documents for EDC are approved by the Security Manager and according to RLAM instructions this should be approved by CMTF Lead. Applicable requirement: RLAM BCM Requierements (4.2.3 ISO 9001:2008). Objective Evidence: CMTF Chart, EDC -10:000701 Uen Rev H; Business Continuity Action Plan (BC AP) Colombia Minimum requirements, EDC-12:000345 Uen Rev A.
1189
Nonconformity
CEA
EGMS Internal Assessment
BCAP document for EDC needs to be updated (i.e., 5 Emergency contacts, Natalia Vargas) and all the CTMF members must have an appointed backup person. Applicable requirement:Globla instruction: Local Security and Crisis Management Governance, LME -08:001056 Uen . Objective Evidence: Business Continuity Action Plan (BCAP) Colombia Minimum requirements, EDC 12:000345 Uen Rev A
FIN - Security
ISO 9001 / BCM
Aurora Zepeda
Joaquin Isaza
1190
Nonconformity
CEA
EGMS Internal Assessment
Records of the marketing process are not controlled. The Maketing Plan 2013 is not archived in a Ericsson repository and approved by the Head of S&M (EriDoc). Applicable requirement: Process specification: EBP Marketing Process, 130 11-FEA 203 701 Uen Rev B (4.2.4 ISO 9001:2008). Objective Evidence: Marketing Tactical Plan 2013, s/n
S&M
ISO 9001
Aurora Zepeda
Hector De Tommaso
1191
Observation
CEA
EGMS Internal Assessment
The interface between the strategy process and sales process in regards to the establisment of objectives and targets its not clearly defined. Applicable requirement: ISO 9001 / 4.1 General requirements b)Determine the sequence and interaction of the processes . Objective Evidence: According with the information of the strategy process driver is not defined the interelation between the Growth Plan and the targets of sales process.
S&M
ISO 9001
Carmen Stella Gomez
Bengt Rosengren B
1192
Observation
CEA
EGMS Internal Assessment
A mechanism to monitor, measure and analyse the performance of the strategy process is not defined. Applicable requirement:ISO 9001 / 4.1 General requirements e) Monitor, measure where applicable, and analyse these processes. Objective Evidence: According with the information of the strategy process driver is not defined a mechanish to measure the performance of strategy process.
S&M
ISO 9001
Carmen Stella Gomez
Bengt Rosengren B
1193
Observation
CEA
EGMS Internal Assessment
The OE Champion interviwed didn't had the access to the CPI Database to complete the follow up required to the findings and generate the report for Management Review. Applicable requirement: TEM-10:003847 Uen Corrective, Preventive and Improvement actions Handling in RLAM. Objective Evidence: During the internal assessment the OE Champion had not the access required to the CPI Database.
Communications
ISO 9001
Carmen Stella Gomez
Connie Burgos
1194
Observation
CEA
EGMS Internal Assessment
The current process included an annual planning however the dates for the trainings are confirmed by the each SPOCS during the year. During the assessment of the execution of Local Delivery competence plan there was not clear alignment between the competence requested and the calendar proposed for the year period. Applicable requirement: ISO 9001 / 6.2.2 Competence, awareness and training. Objective Evidence: RLAM Learning plan 2013 Calendar Operations / LD CDMP 2013 Trainings of QASIS, ASP Certifier and Mentors
HR&O
ISO 9001
Carmen Stella Gomez
JOAO MENDES
1195
Observation
CEA
EGMS Internal Assessment
The dashboard defined to measure the advance of the plan agreed with the areas is not aligned with the Target Specification of Competence Availability defined. Applicable requirement: EDC 13:000027 Uen RLAM L&CD Target Specification - Competence Availability for B. Needs. Objective Evidence: Dashboard June 2013, target level of Leadership and support areas.
HR&O
ISO 9001
Carmen Stella Gomez
JOAO MENDES
EGMS Internal Assessment
Within of Calendar of trainings of Operations are not included the trainings of ASP certification group for 2013 requested by LD in the CDMP and required to ensure the competence of the Quality Auditors like Dario Ayala who is in process of training. Applicable requirement: EAB 11:066067 Uen Job Role Description Workmanship Quality Auditor. Objective Evidence: Calendar Operations 2013
HR&O
ISO 9001
Carmen Stella Gomez
Maria Guadalupe Gutierrez
EGMS Internal Assessment
During the assessment evidence of a quality plan was identified, however there are no clear guidelines within RLAM PMO about the basic or minimum content for a project quality plan and KPI definitions. Applicable requirement: EAB/G -03:000118 Uen Project Specification template. Objective Evidence: Project Specification of Core TP 2012
OPS - PMO
ISO 9001
Carmen Stella Gomez
Guillermo Cufre
EGMS Internal Assessment
In the new warehouse is pending the identification of the areas required. This is na ongoing activity that needs to be followed. Applicable requirement: ISO 9001 / 6.3 Infrastructure. Objective Evidence: Visit to the DHL warehouse
OPS - Supply
ISO 9001
Carmen Stella Gomez
Cecilia Li Rosi XX
Communications
ISO 9001
Carmen Stella Gomez
Connie Burgos
1196
1197
1198
Observation
Observation
Improvement
CEA
CEA
CEA
1199
Observation
CEA
EGMS Internal Assessment
BSC and KPI followup of Communications with the "Performance Report Sheet Template" is not implemented as defined within Ericsson's Target setting process. Applicable requirement: EAB06:033696 Uen Target Setting Terminology & Templates. Objective Evidence: The RLAM Communication BSC 2013 include only the front page and the target level is "Not status" because the frecuency of measurement is annual.
1200
Nonconformity
CEA
EGMS Internal Assessment
The Growth Plan 2012 was not an input for the planning of competence development master plan process 2013 of Operations. Applicable requirement: LME -12:003786 Uen Region Growth Plan (2012-2015) Instruction 4.9 Competence and resource gaps . Objective Evidence: Current process of definition of CDMP Operations.
HR&O
ISO 9001
Carmen Stella Gomez
JOAO MENDES
1201
Nonconformity
CEA
EGMS Internal Assessment
Whitin the CSI process in the region is necessary include the evidence of the action plans in the site of CSI and for the action of CU TIM "Investigate in very detailed level thru RCA and site vi sits why it takes 15 days to execute a SWAP at Telecom Personal" not was included the evidence required to close this action. Applicable requirement: CSI RLAM Process defined by CSI driver. Evidence defined within Action List Status CU TIM defined for 201 3. Objective Evidence: CSI Intranet page.
CU TIM
ISO 9001
Carmen Stella Gomez
Mariano Limongi
1202
Nonconformity
CEA
EGMS Internal Assessment
The records of the sales process in CRM 360 tool have some issues related with the roles of approvals, exist two version of the SDB 2 one like Fast Track and other like Full Track, caused by the migration of the tool. Applicable requirement: Sales Directive 034 02 -3096 Uen. Objective Evidence: Records of sales process in CRM 360 of opportunity ID 182556 Core TP 2012
CM
ISO 9001
Carmen Stella Gomez
Ramon Galey
1203
Observation
CEA
EGMS Internal Assessment
Given that the opportunity under review did pertain to a Frame Contract, hence Full Track by definition, it was not documented the decision related with not develop the risk assessment in minirisk required before SDP1. Applicable requirement: 3/00021 -FEA 204 701 Uen Global Instruction for Sales Process - Risk Management. Objective Evidence: Records of sales process in CRM 360 of Core TP CU TIM ID 182556
CU TIM
ISO 9001
Carmen Stella Gomez
Jose Plasenzotti
1204
Nonconformity
CEA
EGMS Internal Assessment
Quality auditors were not included within the resources plan of the project assessed. Applicable requirement: OSDP Process . Objective Evidence: Resorces Plan Core TP 2012
OPS - PMO
ISO 9001
Carmen Stella Gomez
Guillermo Cufre
1205
Nonconformity
CEA
EGMS Internal Assessment
The version of the Marketing Plan 2013 presented during the audit not is complete. Applicable requirement: Marketing process EBP. Objective Evidence: Marketing Plan 2013 preliminary version.
S&M
ISO 9001
Carmen Stella Gomez
Hector De Tommaso
C P I D a t a b a se
C a t e gor y of
C ompa ny
ID
t he f i ndi ng
Tr i gr a m
1206
Nonconformity
CEA
R LA M U ni t
A ppl i c a bl e
R e por t e d by
R e sp o n si b l e
A sse ssm e n t T y p e
D e sc r i p t i o n o f t h e f i n d i n g
EGMS Internal Assessment
The follow of Marketing Plan 2013 is not developed in order to review the status and take the actions required to achieve the objectives defined. Applicable requirement:Marketing process EBP. Objective Evidence: Marketing Plan 2013 preliminary version.
S&M
ISO 9001
Carmen Stella Gomez
Hector De Tommaso
OPS - LD
ISO 9001
Carmen Stella Gomez
Victor Salgado
S t a nda r d
1207
Nonconformity
CEA
EGMS Internal Assessment
For the project Core TP 2012 was not found the evidence of the QASIS Audits defined in the project specification. Applicable requirement: 1551-FDG 103 44 Uen Rev K Description of the ASP Quality Assurance System QASIS . Objective Evidence: Project Specification Core TP 2012
1208
Nonconformity
CEA
EGMS Internal Assessment
The current process to evaluate the performance of the suppliers not ensure the evaluation of suppliers critical for the quality of the services delivery for Ericsson, taking into account that the criterias to select the suppliers evaluated in CoC, Internal performance and Governance (Suppli er Managment framework) process not included the criteria of impact in the quality of the products and services. Applicable requirement: ISO 9001 / 7.4.1 Purchasing process. Objective Evidence: S CoC process, Governance RLAM process and Internal performanc e process.
Sourcing
ISO 9001
Carmen Stella Gomez
Ricardo Foyedo
1209
Observation
CEA
EGMS Internal Assessment
WEEE categorization (internal/external) needs to be improved. Criterias for this catherization are not clear and missinterpretations in this sense directly affects the regional Take Back target for 2013. Applicable requirement: GF Directive Ecology Management and Product Take Back (034 02 10/FEA 101 570 Uen). . Objective Evidence: CEA Take Back data in EBW.
FIN - PM&OE
ISO 14001
CHRISTIAN MURILLO
CHRISTIAN MURILLO
OPS - Supply
ISO 14001
CHRISTIAN MURILLO
Cecilia Li Rosi XX
OPS - LD
ISO 14001
CHRISTIAN MURILLO
Victor Salgado
1210
Observation
CEA
EGMS Internal Assessment
The process established to return electronic material (excess material and/or malfunctioning) could be improved. The current process establishes 2 different templates to be used/filled by ASPs and there was no objective evidence of an work instruction describing how the process should work neither a sistematic method to communicate this instruction to the delivery organizations. Applicable requirement: ISO 14001 (4.6.6 Operational Control).
1211
Observation
CEA
EGMS Internal Assessment
There was no objective evidence of an control established to ensure that the NRO ASPs comply with Ericsson's process to return electronic material from customer sites. It was not confirmed during the assessment that this process is contractually established with the ASPs. The current WoW implies that the ASP consolidates all WEEE material in their own WHs before notifiyng Ericsson. Applicable requirement: ISO 14001 (4.6.6 Operational Control)
N.A.
Best Practice
CEA
EGMS Internal Assessment
Implementation of Management Review process in the UNIT and the following of the KPI of the BSC.
S&M
N.A.
N.A.
N.A.
N.A.
Best Practice
CEA
EGMS Internal Assessment
The process of develop and monitoring of the CDMP of Operations established by the TP&OD area.
HR&O
N.A.
N.A.
N.A.
N.A.
Best Practice
CEA
EGMS Internal Assessment
Management organization and documentation required complete and available in “Chronos”.
OPS - PMO
N.A.
N.A.
N.A.
N.A.
Best Practice
CEA
EGMS Internal Assessment
The UNIT Management Review is a best practice in the region, include a sistematic process to align the targets in the different level of the UNIT until individual level and the tool created to monitor de results of the KPI and action plan defined.
CM
N.A.
N.A.
N.A.
N.A.
Best Practice
CEA
EGMS Internal Assessment
The process defined with Local Delivery to evaluate the performance of the ASP that included criterios to evaluate: QASIS, Risk Prevention (OHS - Environment) and ASP Model, this process currently not is developed.
Sourcing
N.A.
N.A.
N.A.
N.A.
Best Practice
CEA
EGMS Internal Assessment
The consideration of environmental factors during the execution of customer project's site inspections.
OPS - Supply
N.A.
N.A.
N.A.
N.A.
Best Practice
CEA
EGMS Internal Assessment
The consideration of environmental and OHS risks during the Risk Analysis framework within the Sales process.
CU TIM
N.A.
N.A.
N.A.
N.A.
Best Practice
CEA
EGMS Internal Assessment
The consideration of environmental and OHS risks during the Risk Analysis framework within the Sales process.
CU Telefonica
N.A.
N.A.
N.A.