Case Study: Finning ISO 9000 Implementation

Client

Finning (Canada), a division of Finning International Inc., sells, finances, and provides customer service for Caterpillar and complementary equipment throughout Western Canada. Finning’s Oil Laboratory in Surrey is responsible for analyzing 300+ oil samples each day in an effort to advise customers on the wear trends of their equipment. Katrina Ostrikoff supervises the day-to-day operation of the oil lab.

Challenge

Customer pressure and market trends were demanding that Finning’s Oil Labs become registered to the ISO 9002 International Quality System Standard. Without previous experience in the ISO 9000 requirements, Katrina Ostrikoff needed advice and implementation support to make it happen.

Solution

JDQ was not new to Finning. Having successfully completed a successful implementation of ISO 9002 at Finning’s Component Rebuild Centre in Edmonton, JDQ was a trusted source for quality system implementation. For this project, JDQ provided:

• project management and advice on the integration of ISO9002 requirements with the Oil Lab’s existing business processes,
• the setup and infrastructure for an intranet-based quality manual and document control system, including quality procedure documentation,
• Statistical Process Control training and assistance,
• advice on the requirements and selection of ISO 9000 registrars,
• in-depth gauge repeatability and reproducibility studies.

Results

The new quality system was implemented and registered to ISO 9002 in 15 months.

Katrina Ostrikoff commented: “Our ISO 9002 registered quality system is allowing us to continually improve the analysis and service we offer our customers. Since our initial registration at our Surrey Oil Lab, we have been able to reuse the knowledge and documentation from Surrey and apply it to successful ISO 9002 registrations at our Edmonton and Fort McMurray Oil Labs. This has increased the project’s return on investment significantly.”