Getting started with iso 9001

Copyright © 2013 BSI. All rights reserved.

Getting started with ISO 9001 Driving quality and performance

Presenter

Presentation Notes

Hello and welcome to the webinar/presentation My name is xxx , and I am responsible for xxxxx at BSI

Copyright © 2012 BSI. All rights reserved. 2

Outline

• 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

• Background to ISO 9001 • What is ISO 9001? • The principles and model that underpin ISO 9001 • Who does ISO 9001 apply to? • Benefits of implementing ISO 9001 • Your ISO 9001 journey with BSI • Why BSI?

Presenter

Presentation Notes

The objective of the presentation is give an overview and introduction to ISO 9001. If you would like to know more there are a range of courses run by BSI Training. As part of this presentation, I will cover: Background to ISO 9001 and its global adoption? What is the purpose of ISO 9001 and the benefits BSI clients tell us they obtain from its use? The principles and model that underpin ISO 9001 Your BSI ISO 9001 journey with BSI Why choose BSI as your partner


What is ISO 9001?

• ISO 9000 was first published in 1987 and was based on the BS 5750 series of

standards developed by BSI • ISO 9001 is a bit special. It is not just the latest management fad. It has been

around for nearly thirty years as a management system for organizations • It is one of the most successful and long lasting management tools ever

created • Over 1.1 million organisations worldwide are now registered to ISO 9001 • (ISO Survey 2011)

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 business 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.


What is the aim of ISO 9001?

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 of service delivery and drive continual improvement in the system How the requirements of the standard enable this will be explained later


ISO 9001 is built on eight management principles

• 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 business 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.


Quality Management Process Model

Customers Customers

Requirements

Satisfaction

Management responsibility

Resource management

Measurement, analysis and improvement

Product realisation Product

Output Input

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). Within each of the 4 boxes in the centre there are a set of requirements that have to be met. I will not go into detail but give an overview of each section. Management responsibility – its management responsibility to set direction and objectives based on a thorough understanding of customer requirements Resource management – this is about ensuring that the organisation has the appropriate resources to fulfil the objectives and customer requirements. There are requirements relating to people, the work environment and infrastructure. Product realisation is about the way that you plan and manage your activities to meet customer requirements on a day to day basis. Measurement ,analysis and improvement Gathering the system data through customer feedback, internal KPI’s and internal audits to form views on opportunities for improvement and compliance This information is then used to recommend to management where improvement and change can be made in the approach and system.


Process based business systems follow:

PLAN 1 PLAN 2

DO

CHECK

ACT DO

CHECK

ACT

Continual Business Improvement

Plan-Do-Check-Act and Continual Improvement

Presenter

Presentation Notes

The model has also been shaped using the well known PDCA cycle It’s the adoption of this principle which enables the organisation to continually improve the way it works/ P = Plan From the previous model, planning is covered by the management responsibility and resource management sections of the standard. D = D0 Refers to the product realisation requirements C = Check Is about the measurement and analysis requirements A = ACT Covers the analysis of the data and recommendations for improvement. The adopted recommendations shape the next plan – plan 2 – and the cycle is started again! Understanding and adopting this approach enables you to demonstrate that the system is being “managed” which is at the heart of the purpose of the standard.


Audience

Presenter

Presentation Notes

This Standard is applicable to all organizations public or private in any sector of society. It is used in schools, hospitals, charities, banks, manufacturing orgs, construction companies, utlilities to name but a few. Its written in such a way that it does not matter whether you are a small business or a global supplier the principles and requirements apply. The generic nature of the requirements does mean that one of the 1st tasks you need to complete, is to read each requirement and ask your self what does this mean for us and how do we address that requirement.


Benefits Improve processes and procedures

Improved company performance

Improved staff satisfaction

Demonstrate commitment and enhance reputation

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

Copyright © 2012 BSI. All rights reserved. 10 10

ISO 9001 – works for BSI’s clients!

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

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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.


“We’re very proud that, by achieving ISO 9001 certification with BSI, we’ve confirmed our commitment to our staff, members and travel partners and confirmed we give Avios scheme members outstanding Customer service.”

Emma Tickle Avios CC Global Support Divisional Manager Avios UK

05/07/2013

Customer feedback

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But don.t just take our word for these benefits this is what our customers tell us. Ist Emma at Avios, formally airmiles and secondly Tony at shades of comfort


“Put simply, we have gained not only prestigious contracts, but also credibility and confidence in the workplace as a result of our ISO 9001 and ISO 14001 certificates” Tony Peters Sales and Marketing Director Shades of Comfort

05/07/2013

Customer feedback


A simple guide for your 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 ISO 9001 training • Webinars • Case studies

• Implementing 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 ISO 9001 journey take the time to talk to one of our 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! You might want to consider our 1 day introductory course as your 1st step. It expands on may of the concepts covered in this presentation


Why BSI?

• 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

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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!

Presenter

Presentation Notes

Thank you for listening if you are interested there are other presentations in this series about getting certified and implementing the requirements of the standard.

Getting started with iso 9001

Business

Transcript of Getting started with iso 9001