Quality management
Integrated management system
Based on the recertification results, the following certificates were obtained:
Based on the recertification results, the following certificates were obtained:
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The international certificate of compliance with the requirements of ISO 9001:2015, issued by the "Russian Register" Association for Certification, which is a member of International Association of Certification Bodies IQNet.
The international certificate of compliance with the requirements of ISO 14001:2015, issued by the "Russian Register" Association for certification, which is a member of International Association of Certification bodies.
International certificate of compliance with the requirements of the standard issued by the Certification Association "Russian Register", which is a member of the International Association of Certification Bodies IQNet.
The international certificate of compliance with the requirements of ISO 50001:2011, issued by the "Russian Register" Certification Association, which is a member of the IQNet International Association of Certification Bodies.
The Company also has Kazakhstani certificates of compliance with the requirements of the national standard - ST RK ISO 14001:2016, ST RK ISO 9001:2016 and ST RK ISO 50001-2012 registered in the state system of technical regulation of the Republic of Kazakhstan.
The development of the IMS in the Company is carried out in accordance with the objectives defined in the Policy of Transtelecom JSC in the field of quality, the Policy in the field of ecology and the Energy Policy. Certificates apply to the management system of the entire Company. The ISO 9000 standards provide for the requirements not on the quality of services, but on the management system, which should establish and ensure the achievement of goals related to customer satisfaction with the quality of services. The ISO standards of this series are currently the most common - they are recognized almost worldwide and adopted as national standards in more than 140 countries.
The presence of certificates testifies to the ability of Transtelecom JSC to render services that meet the constantly growing requirements of consumers and promotes effective and successful business development, which is important for winning and retaining the leading positions in various market segments.
The availability of certified services in the Company is an additional confirmation that the Company provides high quality telecommunication services that meet the requirements of consumers and comply with technical standards.
The Company annually conducts inspection audits of management systems.
Internal audit of the integrated management system (hereinafter - IMS)
The effectiveness of the IMS is ensured through continuous monitoring of the system operation through measurements, analysis and process adjustments.
In the reporting year, Transtelecom JSC continued work on further improvement of the certified quality management system in the Company.
According to the requirements of ISO 9001:2015, ISO 14001:2015, ISO 50001:2011 standards, the organization must conduct internal audits in order to determine compliance of the IMS with the planned activities and requirements of this standard, as well as the requirements of the IMS established by the organization, and also the effectiveness of its implementation and maintenance operative.
Pursuant to the requirements of the standards, the schedule of the IMS internal audits holding for 2018 was designed and adopted.
In accordance with the order of the Vice President for Development and Legal Affairs “On the approval of the schedule for the internal audit of the IMS by the Company, an internal audit was conducted at Atyrautranstelecom, Kyzylordatranstelecom, and Semeytranstelecom branches". On the basis of the schedule, the plan for the IA holding in the structural subdivisions of the Company was adopted.
Based on the results of internal audits, the reports on each of the audited branches were compiled and provided to the audited party. Based on the identified deviations, the Action Plans to eliminate deviations were drawn up, as well as reports on the elimination of identified deviations.
Employees of the “Organizational Development” sector underwent training under the program “training of internal auditors of the service management system in accordance with ISO/ IEC 20000- 1:2011 requirements”
In July 2018, the Company audited and recertified. During these procedures it was found that the IMS is operative, is developing in accordance with the principle of continuous improvement and, is generally effective and meets the audit criteria. ISM certification area is maintained.
Kaizen/lean production
In his Address to the people of Kazakhstan, the President N.A. Nazarbayev set the task to enter the top 30 highly developed countries until 2050. The head of state noted that it was necessary to introduce modern management tools and principles of corporate governance in the public sector .In the current economy, the issue of production development, the task of competitiveness raising are s acute. Modern life, accelerated by the progress development, sets the task of experience study, accetion and development of all the best. One of the world's best practices to improve the organization's work is the Kaizen/Lean production system.
Transtelecom JSC launched the Kaizen/Lean Production movement in September 2015.
In order to increase the involvement of the company's employees, through the change of corporate culture in 2017, the gamification system of Transtelecom JSC for performance assessment of Transtelecom JSC's branches (hereinafter referred to as gamification) was launched.
The developement of the GREEn movement which is the basis of lean culture:
A new approach to branch management
Start or the gamifcation ror incentive purposes ann perrormance improvement in the branches.
GREEn-movement in the branch oBices
Currently! the GREEn-movement is the branch offices.
Directors Forum
Convey or the new ideology or transformation to the heands or branches who accepted the ideology positively
GREEn-movement
Design or an internal brand or transformations to pnite people around ideas ror improvements.
Kaizen start
Launch or a kaizen project in November 2015 to improve the efficiency or processes ann create a lean culture
Gamification Indicators
p Launch or a kaizen project in November 2015 to improve the efficiency or processes ann create a lean culture
| Color | Parameters | Specifications |
|---|---|---|
| Branches | Improvement of operational efficiency and business processesReduction of the staff turnoverIncrease of the affiliates’ accountability for performance | |
| Clients | Service quality improvementFaster servicingReceipt of more client-focused service | |
| Employees | Motivation to achieve resultsIncreased interest in the workTeam environment in branches | |
| Central office | Achievement of the key business indicatorsImprovement of the process efficiencyConvey of the policy on quality and efficiencyChanges speed up |
As a result of summing up the results of the second gamification season, held from 1.04.2018 to 31.12.2018, the following branches became winners:
1st place – Pavlodartranstelecom;
2nd place – Kyzylordatranstelecom;
3st place – Astanatranstelecom;
The analysis showed a high degree of employee involvement in this event, as a result of which it was decided to conduct this event on an ongoing basis.