07-14

Quality management

Integrated Management System

The Company by offering the existing services to customers and developing new information and communication services, traditionally pays much attention to the level of quality of its services in order to provide them with a competitive advantage in the market.

НOur company strives to meet the international requirements of corporate governance and advanced management technologies by maintenance and development of the management system in the field of ISO 9001: 2015, ISO 14001: 2015, ISO 50001: 2011 management systems.

Transtelecom JSC, since 2005, introduced successfully the quality management system (hereinafter referred to as "QMS") within the framework of ISO 9001:2008 standard. In 2017, the Company was recertified according to the new version of the international standard of the quality management system - ISO 9001: 2015.

The Company has an environmental management system operating since in 2013 in accordance with the requirements of МС ISО 14001:2004. In 2017, the environmental management system was recertified for compliance with the requirements of the new version of the international standard МС ISО 14001:2015.

In 2014, within the framework of the implementation of the Law of the Republic of Kazakhstan "On Energy Saving and Energy Efficiency Improvement", the Company carried out works aimed at energy management system design and implementation. A diagnostic energy analysis was carried out, a list of technical measures for energy saving and improvement of the Company's energy efficiency was made. In 2015, the energy management system was certified in accordance with the requirements of МС ISО 50001:2011 (ISO 50001:2011) international standard.

Following the results of recertification, the following certificates were obtained:

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 the 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 IQNet International Association of Certification bodies.

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. The validity of certificates extends to the management system of the entire Company. The standards of the ISO 9000 series do not impose requirements on the quality of services, but on a management system that must 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 all over the world and accepted 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.

Every year the Company conducts inspection audits on 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 2017 was designed and adopted.

In accordance with the order of the Vice President for Development and Legal Affairs "On approval of the schedule for holding of the internal audit of the IMS by the Company, an internal audit was carried out at the branches of Almatytranstelecom, Oskementrantstelecom, Kostanaytranstelecom. 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.

Workers of the "Organizational Development" department and branches were trained under the "New version of MS ISO 9001:2015 Internal audit of QMS", "Energy management system in accordance with the requirements of the ISO 50001:2011 Internal audit international standard."

In August 2017, the Company was subject to inspection audit which defined that the IMS is operative, and is developing in accordance with the principle of continuous improvement and, as a whole, is 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 acute. Modern life, accelerated by the progress development, sets the task of experience study, acceptance 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.

Gamification is a modern way of motivation for results achievement, by involving and activating internal interest, making processes more efficient and accelerating the achievement of the company's business goals. This system of performance evaluation comprehensively assesses the activities of branches, and for the fair assessment purposes, the principles that allow you to compare results, to evaluate objectively and systematically have been designed.

As a result of summing up the results of the first season of gamification, conducted from 01.04.2017 to 30.09.2017, the following branches became the winners:

  • 1st place - Astanatranstelecom;
  • 2nd place - Almatytranstelecom;
  • 3rd place - Kostanaytranstelecom.

The analysis showed a high degree of involvement of employees in this event, as a result of which it was decided to hold this event on an ongoing basis.