Implementing ISO 9001 - the standard and its requirements
Presenter
Presentation Notes
Welcome to this presentation on ISO 9001. My name is xxxxx and we are focussing on the steps to implementing a system to meet the requirements of the standard.
• Why is customer satisfaction important? • Why is it needed? • What is ISO 9001? • Who does ISO 9001 apply to? • Benefits of implementing ISO 9001 • Why BSI? • Your BSI ISO 9001 journey with BSI
05/07/2013
• What is ISO 9001? • The principles and model that underpin ISO 9001 • Hints and tips for implementing ISO 9001 • Your BSI ISO 9001 journey with BSI
Presenter
Presentation Notes
The objective of the presentation is give an overview and introduction to the task of implementing an ISO 9001 system in your organisation. If you would like to know more there is a 2 day course run by BSI Training. As part of this presentation, I will cover: Background to ISO 9001 and its global adoption? What is the purpose ISO 9001 and the benefits BSI clients tell us they obtain from its use? The principles and model that underpin ISO 9001 Hints and tips for implementing ISO 9001 Your BSI ISO 9001 journey with BSI
Improving customer satisfaction through improved operational consistency and
continual improvement
Presenter
Presentation Notes
Whilst the title is “Quality Management System – Requirements” its purpose as defined in the standard is to improve� Customer satisfaction Consistency and drive continual improvement How the requirements of the standard enable this will be explained later
UK stats: 75% of businesses improve their levels of customer satisfaction and loyalty 77% of businesses improve their operational performance 74% of businesses acquire new customers & retain existing clients 44% of businesses achieve cost savings
Presenter
Presentation Notes
BY adopting the best practise requirements of the standard and implementing an effective quality management system our clients tell us that they are; Able to improve customer satisfaction and loyalty, which makes business sense because it is far cheaper to sell to existing clients than to try and win new ones and of course satisfied customers are more likely to recommend you to others! By adopting the process approach and implementing training for staff, businesses are able to improve the efficiency and effectiveness of their activities which of course leads to costs savings and increased profits. The credibility which the certification brings is a major driver for many clients opening doors and improving the success of tender bids and last but not least many also improve staff morale and motivation due to training and the fact that staff are working in a business with well defined policies and methods.
• Customer focus • Leadership • Involvement of people • Process management • Systems approach to management • Factual approach to decision making • Continual improvement • Mutually beneficial supplier relationships
05/07/2013
Presenter
Presentation Notes
The success of the standard comes from the fact that it is built on solid foundations. Before the standard was written, the committee researched the principles on which successful businesses are run. The result was the identification of 8 principles, which became the building blocks for ISO 9001 requirements. Customer Focus It was recognised that at a strategic and operational level it was important for businesses to have a clear focus on their markets and customers and ensure that the bsuiness activities are designed to meet and exceed customer requirements consistently. Leadership Top management have a responsibility to set direction , objectives, allocate resources and demonstrate their commitment on a continuing basis Involvement of people People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization’s benefit. Process management A desired result is achieved more efficiently when activities and related resources are managed as a process. Systems approach to management Identifying, understanding and managing interrelated processes as a system contributes to the organization’s effectiveness and efficiency in achieving its objectives. Factual approach to decision making Effective decisions are based on the analysis of data and information Continual improvement of the organization’s overall performance should be a permanent objective of the organization. Mutually beneficial supplier relationships An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value Although not explicitly contained in ISO 9001 they can be found throughout the standard in the shape of requirements which support the principle and its adoption.
Continual improvement of the Quality Management System
Presenter
Presentation Notes
The process approach shapes the model which demonstrates the structure of the standard, shown here. A process is defined as a set of related activities which converts and input into an output. In this case Customer requirements (input) are converted into customer satisfaction (output). The related activities form the requirements of the standard. These have been shaped using the well known PDCA cycle P = Plan Management responsibility to set direction and objectives Resource management – ensuring that the organisation has the appropriate resources to fulfill the objectives and customer requirements D = D0 The product realisation or day to day fulfilment of customer requirements C = Check Measurement ,analysis and improvement Gathering the system data through customer feedback, internal KPI’s and internal audits to form views on opportunities for improvement A = ACT Using the data to recommend where improvement and change can be made in the approach and system.
• Understand what you currently do • Check the requirements of the standard • Identify where you are currently meeting the requirements • Action where you have gaps • Work as intended and capture evidence. • Audit and review your approach • Marketing your certification
Presenter
Presentation Notes
The 1st tip if you are just starting out is to plan your implementation effectively. We suggest the steps outlined here. The key is to have a clear understanding of the way in which you currently operate and then identify where you currently meet the standard. You then only need to change by ensuring you fill the gaps between where you are and where you need to be. Our experience suggests that most organisations will be pleasantly surprised. The standard includes a lot of common practices. Some clients, during the implementation project, create a table of requirements and then describe against each how they believe they meet the standard or if a gap exists the actions they will take. This becomes the core project planning aid. What is also important for certification is that you audit the way you work to a) ensure that procedures have been adopted correctly and b) identify possible improvements and best practise. You will need approximately 3 months of evidence for certification purposes.
• Write the system to suit your business, not the standard • Don’t do something just because the auditor says so – challenge • Engage those involved in the activity to write the processes and procedures
Presenter
Presentation Notes
Before moving on work to some specifics I would like to cover some general tips that will help you avoid unnecessary actions and paperwork. Write the system to suit your business not the standard. The certificate should be an outcome of working the way that you want to work not because you have designed around the standard. Some systems literally take the requirements of the standard and define how they meet it, creating extra paperwork. It will be used if it helps you and your colleagues and should not be written to suit your certification body. Next be bold and always challenge the certification assessor, he always has to be able to relate a non conformity to a requirement in the standard and not just his opinion You will get a better system , more relevant and practical if you get those involved to write it or define how things are done.
What is actually required? 1- policy statement 1- Quality Manual 6 procedures 21 records (14 in section 7)
If you have more than that, its because you feel they are necessary for your business!
Presenter
Presentation Notes
Lets move on to the issue of , policies , procedures and records. It is these requirements that create the myth that ISO 9001 is a paper chase! We have listed here a summary of what the standard asks for – not particularly demanding? what ever you have over and above these is your decision because you feel its important for your business or because regulations or customers demand it. Note that you are also able to exclude requirements within clause 7 (product realisation) if you feel that you can justify it. 14 of the records are required in clause 7. Not suggesting you can avoid all of them BUT you may be able to reduce. We will now move on to a few tips for containing the amount of paper
If you are still concerned about the amount of paper that you are generating, use this checklist. For each piece of paper ask these 5 questions. Only if you can answer yes to at least one should you keep it, if not don’t implement it!
• Balance between training and procedures • Create where required based on risk assessment • Develop a style that suits your business
TRAINING PROCEDURES
Presenter
Presentation Notes
Another way of keeping paper or procedures to a minimum is to consider the balance between the amount of training you provide and written procedures. The logic goes that you do not need a written procedure for the task if staff have been trained and proven to be competent at the activity. BUT if you chose this approach make sure you have robust training records! You may wish to also consider the risk of the activity to the business. If the impact of an error in the activity can lead to customer dissatisfaction then you may wish to have well defined procedures. The decision is yours!
The requirement for the contents of the quality manual are clearly defined in the standard and listed here in summary. It is possible to get all these onto one side of A4 but many clients choose to add to the list by including such things as; Organizational charts List of products and services Company mission , vision and values Site plans In this way it becomes a very useful document for staff, particularly for the new members who are still trying to find there way around the business.
Access to tender processes / new market opportunities
Improve profits
Framework for all your business systems
Reduce risk of customer dissatisfaction
Consistency of approach within and across
organizations
Reduced costs through process improvements
ISO 9001
Presenter
Presentation Notes
In addition to the benefits mentioned earlier , effective implementation of the standards requirements can lead to some or all of the benefits shown here. To pick out a few for special mention Improve processes and procedures. By involving staff in the definition of processes and procedures in is not unusual to find changes that can be made to improve the effectiveness or efficiency of the business. Make sure that the processes are defined at such level that they involve more than one team, that’s where most benefits accrue, for instance the “winning business process” usually involves, marketing, business development, estimating and bid teams. Understanding the interfaces between these can often lead to change and improvement. Access to tender processes / new market opportunities Not only is the time taken to complete bids reduced , because you can simply tick the box that you have certification, but often you fall at the 1st hurdle without it. Framework for all your business systems Defining a set of processes for the business enable the addition of other standards or regulatory requirements in an easy and consistent manner. Consistency of approach within and across organizations With multi site operations often the biggest challenge is getting consistency of action across the locations. Defining an approach and then regular audits can help with achieving that consistency, reducing risk and improving performance. Improve profits. The profit improvement or ROI can be significant due to the fact that you can see both an improvement in revenue and reduction on costs! BSI has a unique ROI tool, if you are interested please contact BSI customer services on 0845 xxx 9000
A simple guide for your BS ISO 9001 journey with BSI
Understanding Implementing Getting Certified
Making Excellence a
habit
05/07/2013
• BSI website & brochure • BS ISO 9001 standard •Introduction to BS ISO 9001 training • Webinars • Case studies
• Implementing BS ISO 9001 training • Self assessment checklist • BSI Entropy software • BS ISO 9001 Internal Auditor training
• GAP assessment • BSI certification assessment
• BS ISO 9001 Lead Auditor training • BSI’s unique client portal • BSI Entropy software. • BSI Lean six
Sigma training
Presenter
Presentation Notes
As you embark on your implementation journey take the time to talk to your business development manager about the services available from BSI with our experience in 9001 we have developed many checklists , tools and training options to help you on the way. All can be seen on the website and many are FREE!
• Relevant: we’re the business standards company that can help your organization improve by
• improving performance , managing risk more effectively and enabling sustainable growth
• Global Network: helping you grow internationally and manage compliance throughout your supply chain
• Over 100 years experience: the world’s first National Standards Body and a founding member of ISO
• Complete: offering end-to-end solutions from Standards writing to training, assessment and ongoing support services
• Industry thought leaders: we continue to shape the world’s most widely adopted standards, so you can stay ahead
• Connected: lobbying and assisting governments to help promote the role of standards alongside regulation
• Committed: helping communities develop standards to self regulate and harmonize
• Trusted: a Royal Charter Company that invests in creating new standards and improving clients’ experiences of working with BSI
• Our credo ‘Making Excellence a Habit’ is our commitment to excellence in client service and innovation
7/5/2013
Presenter
Presentation Notes
When choosing you partner in ISO 9001 you can trust BSI! With our , Royal charter, 100 years experience, global network , comprehensive package of support and a commitment to making excellence a habit for you!
