DQS EuRA Global Quality Seal Presentation 2015
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Transcript of DQS EuRA Global Quality Seal Presentation 2015
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DQS GmbH December 2015 1
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Global Quality Seal Relevant Topics
DQS Overview
Business Development Manager
Doris Münster-Müller / DQS Life Science & Education
EuRA Global Quality Seal
The Certification Process
Account Manager
Natalia Campañá / DQS EuRA GQS Serviceteam
Overview of Standard and Training information
Martina Scharwey / KMS Consult
http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Global Quality Seal Topic
DQS Overview
Business Development Manager
Doris Münster-Müller
DQS Life Science & Education
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
DQS. The Audit Company.
The Audit Company.
Three words that stand for what we are and what we do:
We are specialists for audits.
For management systems and processes.
http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Integrität, Kompetenz, Vertrauen
§ Our focusThe way how companies are managed and organized,
focusing on people, systems and processes.
§ The basis of our business Accredited and approved according to more than 100
standards and numerous industry- or association-specific
rules and regulations.
§ Our targetTo provide management with specific evidence and
guidance for action.
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
DQS. The Audit Company.
§ Frankfurt a.M. - Berlin - Hamburg - München - Stuttgart
§ Since 1985: Specialist for audits
and certifications
§ Founded by DIN and DGQ
§ First certification body in Germany andthird one worldwide
§ Currently biggest subsidiary
of DQS Holding GmbH
§ In Germany: 800 auditors
with about 25.700 audit days per year
§ More than 28.000 certified sites worldwide
http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
DQS Shareholders
§ Renowned partners
§ High reputation in business and politics
§ Independence and reliability
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
DQS Group international
§ 57.000 certified sites in more than 130 countries
§ Around 80 offices in almost 60 countries
§ 2.500 auditors worldwide ensure local presence
§ More than 20.000 customers from all business sectorsTogether with 37 IQNet partners, DQS Group is part of the world‘s largest certification network
DQS
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
DQS Group Vision 2018
“We are the preferred partner for certification,auditing and assessments – recognized for our
competence in supporting business successandorganizational health of our customers.”
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
“Our clients and their partners
expect that they can rely on the
value of issued certificates. With
a strict commitment to
impartiality, objectivity,
openness, confidentiality and
ethical business practices, we
create the necessary
foundations.“
Götz Blechschmidt CEO DQS GmbH
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Why External Assessments?
§ Holistic, neutral view from outside on people, processes,systems and results
§ High level of assurance for decision-making
§ Sustainable trust
§ Consolidation of image and competitiveness
§ Added value for interested parties
§ Worldwide recognized certifications
“ And as far as certification is concerned: where else
can you find objective, outside feedback in such great
detail, to help you find the most important parameters
for your own fine-tuning?” Andreas Hüllhorst, Geschäftsführer, Hottinger BaldwinMesstechnik GmbH
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Our audits for your targets
Our audits
§ … are an intelligent and individual approach to your processesand management systems, based on a strong and mutualdialogue
§ … are used to evaluate if management systems or processeshave been established, are clearly understood andimplemented ...
§ … and if they are suitable to achieve planned objectives
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„DQS demonstrates what audits are supposed to betoday: An individual partnership for the benefit ofthe customer. We, as auditors, live this principle -through a practical, pragmatic, creative and flexibleapproach.”Martin Röper, DQS-Auditor
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Our auditors – DQS’ highest asset
§ More than 800 auditors perform about 25,700 audit daysper year for DQS and its customers
§ Industry experts with a holistic view of people, processesand results
§ Balanced mix of expertise, pragmatism, social and
methodical competence§ Mostly appointed for more than one standard
§ Integrated in the worldwide DQS training concept
They all share the same understanding and level ofambition, laid down in the directive for excellentassessments ("Good Audit Practice“).
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
DQS Auditors
§ Know-How and practicalexperience of many years
§ Excellent knowledge ofbusinessmanagement
§ Qualified for variousstandards,for the most part
§ High level of interculturalcompetence
§ Regional proximity
(2,500 auditors worldwide)§ Participation in regular
international DQStrainings
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Whatever goal you aim for - we will help you to
achieve it across all industries.
Individual performance is our credo
§ Certification audit§ Process audit§ Supplier audit§ Compliance audit§ Performance audit
§ Integrated system assessments§ Group certification§ International projects like joint audits with partners of
IQNet
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
DQS-Events
§ Customer Days: Topics across all industries
§ Customer Forums: For general as well as industry-specific
standards
§ Workshops: Intensive exchange on topics based on everyday
work environment
§ Webinars: Short, compact, competent, online
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
§ News, Services, Downloads
§ Global customer database with certificate download
§ Worldwide customer center MyDQS
§ Online newsletter
§ Customer events with online registration
www.dqs.de (en )
Internet: www.dqs.de
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Performance portfolio (excerpt)
§
Focusing on qualityISO 9001
SustainabilityISO 14001, ISO 50001,EN 16247-1, ISO 26000
Occupational Health andSafetyBS OHSAS 18001, BGM
Social ResponsibilityIQNet SR10, SA8000SEDEX/SMETA
Risk ManagementISO 31000, ISO 22301,EXCiPACT
Train & TransportationIRIS, SQAS, GDP
AerospaceEN/AS 9100, EN/AS 9110,EN/AS 9120
AutomotiveISO/TS 16949, VDA 6.x,StVR,Prototype protection
Information SecurityISO 27001, ISO 20000-1,ISIS, Data privacy
Business ExcellenceDIN SPEC 77224,ISO 10002
Health andSocial WorkEN 15224, KTQ, IQMP
Education Company AZAV, ISO 29990, Q2E
Association SpecificAssessment
DStV, GQS, Golf & Nature
Corporate andprocess-specific Assessments
Food & HygieneManagementHACCP, BRC, IFS
Medical ProductsISO 13485, PAL, ISO15378
Integrated ManagementSystems
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
IQNet
GQS auditor
DQS Office
EuRA GQS Worldwide
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Customer specific Assessments
The EuRA Global Quality Seal:
If you don’t have yours yet,
we want to help you to get it!
Association specific
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Global Quality Seal Topic
EuRA Global Quality Seal
Certification Process
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Value and Benefit
§ EuRA members quality management system raises
quality and service delivery
§ Management review
§ Internal audits, Customer satisfaction survey
§ EuRA Global Quality Seal established common and
comparable quality system requirements
§ KPI’s
§ Policies
§ DQS certification process guaranties third parties approval
§ straightforward audit and same day certification process
§ minimal budget outlay, high return
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Global Quality Seal Standard
§ … is a quality standard developed specifically for the
relocation business.
§ … is applicable to all relocation organisations.
§ … regardless of type, size or services provided.
§ … will be revised at least once a year.
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Initial contact EuRA office
§ First step
§ EuRA members get in contact with the EuRA office
EuRA is looking after the administration process of
certification and recertification. They are the ones who provide
the Quality Standard and send you helpful templates and
forms.
§ Members have to pay a registration fee to EuRA.
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Global
Quality Seal
(GQS)Certification
Process
Certification Process
Member gets Basic Data Sheet, fills it up andsends it back to [email protected]
EuRA GQS serviceteam sends informationfolder and offer/order letter. Once the orderis signed audit dates will be committed
Optional on-site visit with quality pre-check
with certification ceremony at endof the day
Optional interim audit after 12 monthsin home-office
Auditor contacts client to order documentation(audit stage I), Auditor checks docs in homeoffice off-site and gives feedback
One day visit on-site (audit stage II)
Recertification after 24 months
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
§ EuRA member looks at DQS Website
Contact DQS
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
§ EuRA member downloads Basic Data Sheet
Contact DQS
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Offer and Order
§ EuRA member fills up basic data sheet and sends it to
§ EuRA member gets offer/order and information folder
§ Handout with contact information
§ Product information with proceeding
§ General Business Conditions DQS
§ EuRA member sends back the signed offer to
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Global Quality Seal Certification Costs
§ Initial Assessment§ EuRA members§ with annual turnover up to € 100,000
€ 1,600 plus travel costs and VAT
§ with annual turnover up to € 300,000 € 2,500 plus travel costs and VAT
§ with annual turnover up to € 500,000 € 3,000 plus travel costs and VAT
§ with annual turnover over € 500,000 € 3,500 plus travel costs and VAT
§ Additional site € 1,125
§ Non-EuRA members pay double the regular priceplus travel costs and VAT
§ Pre-Assessment € 1,125 (optional)
http://www.dqs.de/mailto:[email protected]:[email protected]://www.dqs.de/http://www.dqs.de/mailto:[email protected]:[email protected]://www.dqs.de/
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Optional Pre-Assessment
§ Pre-Assessment € 1,125
Optional (could be ordered by offer)
§ Same process as system assessment on-site
§ Can be done in place of EuRA Training if client
already has a process based approach and
Quality Manager is trained
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Global Quality Seal Certification Costs
§ Interim audit € 800 (optional)§ Re-Assessment§ EuRA members§ with annual turnover up to € 100,000
€ 1,280 plus travel costs and VAT
§ with annual turnover up to € 300,000 € 2,000 plus travel costs and VAT§ with annual turnover up to € 500,000
€ 2,400 plus travel costs and VAT
§ with annual turnover over € 500,000 € 2,800 plus travel costs and VAT
§ Additional site € 1,125§ Non-EuRA members pay double the regular price
plus travel costs and VAT
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Global Quality Seal Certification Costs
§ Possible discount§ a certified quality management system§ for recertification: Interim audit had taken place§ in combination with another management system
§ Multi-site assessments are an option
§ Combination of GQS and ISO 9001assessments arepossible
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Audit dates
§ Audit takes place in two parts
§ Stage I: off-site document analysis in home-office auditor
§ Stage II: on-site assessment
§ EuRA member informs DQS about date of readiness to
be certified
§ Commitment of audit dates for stage I and II
è 3 months prior to date of readiness
§ Timeframe between stage I and stage II should be
è 1 month
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Assessment
§ 4 weeks before stage 1 date Auditor requests documents
§ EuRA member sends documentation to the Auditor
§ Auditor checks documentation off-site in home-office
and gives feedback to the member (report part I)
§ Auditor comes on-site for system assessment
§ checks and evaluates if the requirements of the EuRA
Quality Seal are fulfilled
§ elaborates the scope of improvement
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Fulfilment of requirements
§ If the requirements are fulfilled
§ the Auditor hands over the report (report part II)
§ and the certificate to the EuRA member
§ If the requirements are not fulfilled§ there is a written agreement for corrective
measures and notification of the closed
corrective measures
§ corrective measures have to be closed withinè three months
§ or - if necessary - another on-site audit day takeplace (extra costs)
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Overview
§ Analysis of the documentation
(Home office)
§ Written report concerning the documentation
(Home office)
§ Audit (on-site)
§ Written report concerning the documentation, written
report concerning the audit
(Hand-over on-site)
§ Certificate valid for two years
(Hand-over on-site)
§ Optional interim audit after one year
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Quality Seal Topic
Overview of Standard
Martina Scharwey / KMS Consult
([email protected] / www.kmsconsult.de)
http://www.dqs.de/http://www.dqs.de/mailto:([email protected]://www.kmsconsult.de%29/http://www.kmsconsult.de%29/mailto:([email protected]://www.dqs.de/http://www.dqs.de/
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Minimum Requirements for the external Audit
§ Quality Manual
§ Mission, Quality Policy, Policies, Measurable Objectivesand Key Performance Indicators (KPIs)
§ Defined Processes
§ Client/Customer Satisfaction and ComplaintManagement
§ Management Review
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Quality Categories
§ Mission, Quality Policy, Objectives and Key
Performance Indicators (KPIs)
§ Have to be developed and implemented
§ Pre-defined objectives and KPIs are measured,
met or exceeded
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Quality Categories
§ Management Responsibilities and Leadership§ Following policies have to be developed, documented, implemented,
communicated, reviewed and understood: Compliance Management,
Corporate Social Responsibil ity Policy, Health and Safety Policy, Anti
Corruption / Anti Fraud Policy, Environmental Management Policy,
Business Continuity Management Plan, Data Integrity and
Information Security Policy
§ Technical, business and personnel resources are planned bymanagement
§ All employees as well as partners and subcontractors working on theaccount have to be trained/instructed on a regular basis.
§ Job descriptions are in place
§Employees have to be evaluated annually
§ Customer and client requirements have to be understood and metsatisfactorily
§ Annual Management review
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Quality Categories
§ Organisation and Planning
§ Responsibilities are defined
§ A company specific Process Model visualizesthe Quality Management System and is
documented
§ Processes are planned, managed andimproved continuously
§ Outsourced processes and services aredefined. Partners and suppliers are evaluated.
§ Services
§ Core and subsidiary services of DSP‘s andRMC‘s are defined as processes
§ Cost tracking is implemented
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Quality Categories
§ Client / Customer Satisfaction andComplaint Management
§ „Client Satisfaction Survey“
§ „Transferee Satisfaction Survey“
§ Complaint management process isimplemented
§ Procedure of handling incorrectservices is defined
§ Causes for defective services must be
analysed and corrected
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Quality Categories
§ Documentation
§ Quality Manual (on paper or electronic devices)
§ Method of documentation and filing is defined
§ Internet and e-mail fulfil the GQS requirements
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Stays Relevant
§ Every year update of EuRA Global Quality SealStandard
§ We collect feedback, ideas and input from you …
§ EuRA and EuRA members
§ External Auditors
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
After Signing the Contract
§ Goal Setting
§ Timing of DQS site visits/external audits(pre-audit y/n?)
§ Development of QM system
§Checking and analysing existing documents
§ Personnel Matters
§ Quality Manager
§ Complaint Manager
§ Chief Compliance Officer
§ Quality Team
§ Who is doing what?
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www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Documentation
§ Quality Manual
§ Paper or electronic version
§ Process based structure
§ Documented processes (flow chart, wording, type)
§ Management of documents and quality records
§ Definition of process for new/revised parts of QualityManual
§ Definition of process for new/revised documents andforms
§ Storage of these documents (old versions)
§ Management Review
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
Project
Management
Leadership
Infrastructure Employees
Efficient
Project Management
Objectives
Measurement
Training Teamwork
Communication
Empowerment of
People
Management Support
Success Factors – Use as Marketing ToolSuccess Factors
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EuRA Global Quality Seal Topic
Training information
Martina Scharwey / KMS Consult
([email protected] / www.kmsconsult.de)
www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen
EuRA Global Quality Seal Training
EuRA Global Quality Seal Training is only offered
by EuRA
§ Organisation by EuRA(www.eura-relocation.com training & group events,
webinars)
§ On-site organisation per individual member by
Martina Scharwey / KMS Consult
([email protected] / www.kmsconsult.de )
€ 1,400 per day plus travel costs
http://www.dqs.de/mailto:([email protected]://www.kmsconsult.de%29/http://www.dqs.de/http://www.eura-relocation.com/mailto:([email protected]:([email protected]://www.eura-relocation.com/http://www.dqs.de/http://www.kmsconsult.de%29/mailto:([email protected]://www.dqs.de/
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Training Information
§ „Basic EuRA member EuRA Global Quality Seal
Training“ (1 day session)
§ „Basic EuRA Global Quality Seal Training“ plus
Workshop (2 day session)
§ Web-based EuRA Global Quality Seal training is
possible and will be organised by EuRA
§ Combination of „Basic Training“ and „Workshop“ in an
one day session is possible, maximum of 25 participants
§ Training facility has to be provided by EuRA / member
company
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