It wasn’t a normal graduation ceremony. Despite blocked streets and extra check points -- which were security precautions for provincial elections -- all 72 Iraqi Government participants felt that recognition of their USAID/ Tatweer ISO 9001:2000 training was worth the risk to attend.
ISO 9000 is a family of standards for quality management systems maintained by ISO, the Geneva-based International Organization for Standardization. The application of ISO procedures cover key organizational processes including internal and external auditing, process monitoring, documentation and record-keeping, and regular process review and improvement. USAID/ Tatweer introduced the ISO procedures to Iraq’s public sector.
The two-week training program, led by an ISO-certified training company, laid the groundwork for guided management systems change across several Iraqi ministries, most notably the Ministry of Water Resources (MoWR). It has established an ISO Implementation Committee, which is working through 12 Directorates to introduce the concept of ISO to all 25,000 MoWR employees and, more importantly, implement change in a timely manner.
The impact of the ISO courses was felt immediately in the MoWR’s Directorate of Legal Affairs and Contracts. Course participant Ms. Dalia Adnan Hassan, an engineer in the Directorate and member of the ISO Implementation Committee, designed the Contract Analysis procedures to be followed by the Ministry. The Analysis of Tender Procedures and accompanying flowchart that she developed in accordance with ISO standards have resulted in a marked reduction of mistakes than used to occur earlier when analyzing contracts. “Prior to the ISO course, the Ministry had no documented procedure for such a vital activity at the Directorate,” explains USAID/ Tatweer advisor Engineer Ismail Dhoki, who guided the Ministry team to ensure the procedure is well documented and implemented.
The MoWR’s Directorate of Commercial Affairs also benefitted immediately from the training. Its ISO representative, Elaf Mohammed, says, “ISO decreases inefficiencies and gives better quality services because each employee knows his or her documented responsibilities.”
The impetus for this training came from a needs assessment study at the MoWR that took place in early 2008, which identified weaknesses in systems, procedures, and communications. “Any department needs a clear vision of service functions, clear job descriptions, and written and approved procedures to be effective,” said Dr. Ali Allabadi, USAID/Tatweer team leader for the MoWR. He helped spearhead ISO efforts when he heard the same complaints about lack of procedures in all ministries.
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Engineer Dalia A. Hassan (left) leads an MoWR ISO Committee discussion on new contracting procedures
“ISO will decrease inefficiencies … because each employee will know his or her documented responsibilities.”
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