SEAI Quality Management Systems Fundimentals

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Quality Management Systems
Training
Grants, Compliance & Support
Better Energy Homes & Solar PV
Monday 7th November 2022
3

• Grants are intended to support homeowners
undertake energy upgrades to their homes
• Homeowner pays for the upgrade and claims the
grant on eligible works
• Funded by the Exchequer
• SEAI administer the grants on behalf of the
government and the Irish taxpayer
• Governance responsibilities
 Appropriate use of public funds
 Works achieve the emissions reductions & energy efficiency
targets
 Works meet minimum installation standards
Individual energy upgrade grants
4 www.seai.ie

Good compliance - stakeholder benefits
5 www.seai.ie
Contractors/Installers
 Reduced costs
 Faster payments
 Fewer reworks
 Higher customer
satisfaction
 Good compliance
record
Homeowners
 Faster grant payment
 High quality installation
 Genuine energy
savings
 More comfortable &
healthy living
environment
 Higher customer
satisfaction
Taxpayer
 Emissions reductions
 Improved energy
efficiency in housing
stock
 Return on investment
 Achievement of climate
action targets

Supports Available
6 www.seai.ie
• SEAI website: www.seai.ie
• ‘Support for Contractors’ webpage: www.seai.ie/grants/supports-for-contractors/
 Scheme Documents
 Training Videos
 Technical Bulletins
 Guidance Documents
• Solar PV webpage: www.seai.ie/grants/home-energy-grants/solar-electricity-grant/
 Scheme Documents
 Technical Bulletins
 Guidance Documents
Better Energy Homes Contact
 General queries: 01 808 2004 or
contractor@betterenergyhomes.ie
 Inspection/technical queries: 01 277 6977 or
inspections@betterenergyhomes.ie
Solar PV Contact
 General queries: 01 808 2004 or SolarPV@seai.ie
 Inspection/technical queries: 01 277 6977 or
solarpv@seaiauditing.ie

© Optien Ltd
Quality Management System
Training
Prepared for: SEAI
Presented By: Richard Morrison
Contact richard.morrison@optien.ie
Date: 7th November 2022

© Optien Ltd 9
Introduction
Richard Morrison Optien
 Lead Management System Auditor
 QMS Auditor on behalf of SEAI
 LEAN 6 Sigma Blackbelt
 Implementing management systems
 TC 301 ISO committee member
 Member of NSAI Standards committee

© Optien Ltd
1 www.seai.ie
General principles of Quality Management
5 Minute Break
Planning for quality success
Installation Works
QA Checks
Questions & Answers
Agenda

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Definitions
quality: the standard of something
as measured against other things
of a similar kind; the degree of
excellence of something.
Example: "an improvement in
product quality"

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What is a Quality Management System?
A quality management system (QMS) is defined as
“a formalized system that documents processes, procedures, and
responsibilities for achieving quality policies and objectives”.
A QMS helps coordinate and direct an organization’s activities to meet
customer and regulatory requirements and improve its effectiveness and
efficiency on a continuous basis.
Source: American Society for Quality

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Frameworks
Quality Management frameworks should be closely modelled
on the ISO9001, ISO14001, ISO45001 and ISO50001
management system models of continuous improvement and
all generally follow the Demmings cycle of continuous
improvement the Plan - Do - Check - Act (PDCA) Cycle
Plan: establish the objectives of the system and plan the associated
processes, and resources required
Do: implement the process
Check: monitor the process and associated results and compare these to
the planned objectives
Act: Take corrective action to improve the process

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ISO 9001 Representation of PDCA

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QMS Inputs
 Context
 Internal and external issues
 Customer Requirements
 Grants, function, QA,
customer service, schedule
cost etc.
 Needs and Expectations
 Customers
 SEAI
 ESB Networks, Gas
Networks Ireland
 Regulators, planners, etc.
 RECI, RGI, NSAI,

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QMS Leadership
 Demonstrate Leadership
 Commitment to Quality
 Quality Policy
 Integration of Quality into
business processes
 Provide necessary
resources
 Ensure intended
outcomes are delivered
 Continuous quality
improvement
 Customer focus

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QMS Planning
 Risks & Opportunities
 Identify risks and
opportunities associated
with quality
 Take action to address
risks
 Quality Objectives
 Set Quality Objectives
 Planning of Changes
 Plan for changes to the
QMS
 Understand Quality risks

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QMS Support & Operations
 Resources
 Determine and provide
necessary resources
 Infrastructure
 Determine and provide
necessary infrastructure i.e.
ICT, buildings transport, etc.
 Environment
 Culture of organisation
 Monitoring & Measuring
 Competence
 Awareness
 Communication
 Operation
 Inputs-Process-Outputs

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QMS Performance Evaluation
 Monitoring &
Measurement
 Process monitoring
(inspections)
 Customer satisfaction
 Evaluation of
performance
 Internal Audits
 Routine checking that
process works (not
inspections)
 Management Review
 Strategic review of QMS

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QMS Improvement
 Improvement Opportunities
 To meet customer
requirements
 Enhance customer
satisfaction
 Nonconformity
 Identify, record, react, control
and prevent future NC’s
 Continual Improvement
 Suitability, adequacy and
effectiveness of QMS

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QMS Planning
 Customer Satisfaction
 Meeting Needs and
Expectations of interested
parties

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Benefits of Quality Management
Benefits
Meet with customer requirements
Compliance with Legal and
Contractual requirements in cost
effective manner
Instil confidence (more customers,
increased sales, etc)
Defined processes
Reduced waste
Prevents mistakes and reworks
Lowers costs
Upskilling through training
Barriers
We are too busy for this QMS
We know what the customer
wants
We have been doing this for 20
years…..
We have no complaints
We never make mistakes
Costs are always rising anyway
We don’t need training

© Optien Ltd
2 www.seai.ie
5 Minute Break
Installation Works
QA Checks
Questions & Answers
Agenda

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“If you fail to plan, you are planning to fail”
Source: Benjamin Franklin, Winston Churchill, Roy Keane

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Quality Policy
Develop a quality policy or statement outlining the scope of the quality framework, i.e. what
measures activities and schemes are included
 The policy should contain a commitment to:
 deliver high quality Energy Measures.
 continuously improve the quality framework.
 comply with the requirements of the respective schemes within the scope of the quality
framework and take cognisance of the scheme guidance.
 commit the necessary resources for the delivery of the policy objectives.
Communicate the policy to pertinent stakeholders and interested parties.

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General Requirements
 Identify relevant Stakeholders and Interested Parties relevant to the
delivery of high quality measures
 Identify their needs and expectations
 Document how these needs and expectations will be met.

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Legal Requirements
 Identify Legal, contractual, grant requirements associated with the
schemes within the scope of the QMS.
 Identify list of requirements,
 Document how these requirements will be met.

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Responsibilities
 Identify who is responsible for the Stakeholders and Interested Parties
relevant to the delivery of high quality measures
 Identify their needs and expectations
 Document how these needs and expectations will be met.

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Competency
 Identify what competencies are required for the installation of the various
measures and the completion of the applicable tasks
 Identify the tasks required to be completed, include both installation,
commissioning and checking of the works.
 Document the competency requirements and expectations of your organisation

© Optien Ltd 31
DTSS Appendix 2 Installer Competencies

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Communications
 Identify the communication requirements for the installation of the various
measures and the completion of the applicable tasks
 Identify the communication topic, means of communication, the recipient of the
communication and the frequency of communications.
 Complete as appropriate to the size, complexity of your organisation.

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Operations Process
The Scheme Delivery Contractor should define a Quality Process, which
incorporates the following key elements:
1. Inputs required
2. Process and its interactive effects
3. Outputs expected from the process
4. Monitoring points throughout the process in order to ensure consistency
Throughout the process the roles and responsibilities of various stakeholders
in the process should be defined and the process should be regularly
reviewed for improvement.

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Operations Process
Inputs
 Customer base and engagement,
 Competency requirements for the
measures being implemented,
 Identification of risks to project
execution,
 Identification of appropriate
personnel to install the measures,
 Identification of Scheme Guidance
and standards,
 Information required for to
support the QA process of SEAI
and other stakeholders in the
scheme,
 Previous energy measures
implemented associated with the
customer
Process
 Document the process
associated with the
implementation of the measure,
 Record evidence of the correct
implementation of the measure
 Complete the QA checks on the
measure and,
 Retain documented information
associated with the
implementation of the measure
(Photos, QADP, installation and
or commissioning certification,
Declaration of works, Customer
Waver etc.)
Output
 Complete the QA Checks
 File the QA Documentation on
the appropriate system for
record retention
 Complete the contractual
elements of the engagement
with the customer

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Monitoring and Measurement
 Quality of works should be monitored including.
 Competency of installers and sub contractors
 Snag list or internal inspection results
 External inspection reports
 Internal Audits
 Customer complaints
 Issues identified should be recorded.
 Issues inform the continuous improvement process

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Internal Audits
 Internal Audit of a statistically significant proportion of measures installed.
 When developing the audit schedule, consider
 track record of installers and subcontractors,
 results of previous audits and inspections
 the region serviced,
 number of measures implemented
 identified risks
 Issues identified should be recorded.
 Issues inform the continuous improvement process

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Senior Management Review
 Completed at planned intervals to ensure the continuing suitability
adequacy and effectiveness of the quality management system considering
the following:
 Strategic review
 Risks (SEAI Inspection Rate, Penalty Points, Contractor performance, etc)
 Opportunities
 Performance from quality perspective
 Customer complaints

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Non-Conformities
 Develop a system for recording and managing non-conformities and issues. The
system should include the following:
 Identifying and recording the issue
 Taking action to correct the issue and to adequately deal with its consequences
 Analyse the potential for recurrence and taking action to prevent this
 Periodically review the effectiveness of corrections taken
 When reacting to non-conformances the appropriateness of the response should
be appropriate to the severity of the non-conformance.
 Note: this is a key element of continuous improvement

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Installation Works DTSS
Domestic Technical Standards and Specifications
 A reference for Contractors carrying out dwelling energy upgrade works
under SEAI domestic programmes including: Better Energy Homes, Better
Energy Warmer Homes, Solar PV, Warmth and Wellbeing, National Home
Energy Upgrade Scheme (One Stop Shop Service), and others.
It sets out the following:
 general competence,
 standards and specifications
that Contractors should possess, and adhere to, in carrying out works
supported by the Programmes.

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NSAI SR 54
Code of practice for the energy efficient retrofit of dwellings
The S.R. provides technical guidance on the energy efficient retrofit of the
building fabric and services, the application of retrofit measures on a whole
dwelling basis, general building science and the management of retrofit
projects.
The intended audience for this Standard Recommendation are property
managers, designers, specifiers and installers working on energy efficient
retrofit projects for dwellings.

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Inspection and QA
Purpose of the inspection is as outlined in the definition:
 Definition of inspection:
 the act of looking at something carefully, or an official visit to a building or organization to check that
something is in good condition, or that rules are being obeyed.
 We need to ensure that the inspections of the works check that:
 Rules are being followed (DTSS)
 Compliance with legal requirements (RGII, RECI, etc)
 Measure functions as intended
 Records of inspection need to be maintained
 QADP checklist for the measure or similar inspection

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Inspection Process
 Develop your QA checklist based on the following:
 SEAI QADP,
 NSAI SR 54
 Manufacturers recommendations
 Experience (previous audit findings, customer complaints etc.)
 Provide training on the use of the inspection checklist
 Record the results on checklist
 Transfer the issues into the NC log for tracking and continuous
improvement log
 Track the issues to closure
 Learn from issues to improve the system

SEAI Quality Management Systems Fundimentals

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