Implementing a Quality Management System
142
G r a d i n g • W h a t i s t h e S t a n d a r d ? • P r e r e q u i s i t e s • Q u i z z e s : 1 0 % • M i d t e r m : 3 0 % • F i n a l : 4 0 % T o t a l : 1 0 0 %
-
Upload
ahmadafaq09 -
Category
Documents
-
view
4 -
download
0
description
For managers in industries
Transcript of Implementing a Quality Management System
-
Gra
din
g
W
ha
t is
th
e S
tan
da
rd?
P
rere
qu
isit
es
A
ssig
nm
en
ts:
20
%
Ass
ign
me
nts
: 2
0%
Q
uiz
zes:
10
%
M
id-t
erm
:
3
0%
F
ina
l:
40
%
To
tal:
1
00
%
-
So
fa
r.
A
ssig
nm
en
ts a
nd
cla
ss p
art
ic.
: 5
%
Q
uiz
zes:
: 5
%
M
id-t
erm
:
: 3
0%
To
tal:
:
40
%
-
A
ssig
nm
en
ts a
nd
cla
ss p
art
ic.
: 1
0%
Q
uiz
zes:
: 5
%
M
id-t
erm
:
: 3
0%
P
roje
ct:
35
P
roje
ct:
35
F
ina
l:
:
20
%
To
tal:
1
00
%
-
Pro
ject
: A
do
pti
ng
TQ
M f
or
Inn
ov
ati
on
T
he
go
al o
f th
is a
ssig
nm
en
t is
to
de
ve
lop
yo
ur
ima
gin
ati
on
fo
r in
no
va
tio
n t
hro
ug
h q
ua
lity
im
pro
ve
me
nt.
U
sin
g T
QM
th
eo
rie
s a
nd
co
nce
pts
le
arn
ed
in
cla
ss,
yo
u
wil
l b
e e
xpe
cte
d t
o a
na
lyze
on
e n
ati
on
al o
r in
tern
ati
on
al
org
an
iza
tio
n a
nd
se
ek
wa
ys
to e
nh
an
ce q
ua
lity
pro
vis
ion
fo
r o
rga
niz
ati
on
an
d s
ee
k w
ays
to e
nh
an
ce q
ua
lity
pro
vis
ion
fo
r
the
pu
rpo
se o
f in
no
va
tio
n
U
sin
g T
QM
th
eo
rie
s a
nd
co
nce
pts
, yo
u a
re e
xpe
cte
d t
o
sug
ge
st h
ow
a c
om
pa
ny
ca
n a
chie
ve
ma
jor
leve
ls o
f cu
sto
me
r
sati
sfa
ctio
n a
nd
ove
rall
eff
icie
ncy
im
pro
ve
me
nts
.
-
Sce
na
rio
Yo
u h
ave
be
en
ap
po
inte
d a
s a
co
nsu
lta
nt
by
on
e o
f th
e c
om
pa
nie
s in
th
e
ne
xt s
lid
e a
s Q
ua
lity
Exp
ert
s. T
he
CE
O o
f th
e c
om
pa
ny
ha
s h
ad
a n
ew
rea
liza
tio
n t
ha
t e
nh
an
cin
g q
ua
lity
is
the
ke
y t
o e
nh
an
cin
g t
he
pe
rfo
rma
nce
of
his
org
an
iza
tio
n.
He
, h
ow
eve
r, a
ims
to a
chie
ve
hig
h le
ve
ls o
f in
no
va
tio
n
thro
ug
h im
ple
me
nti
ng
To
tal
Qu
ali
ty M
an
ag
em
en
t.
Yo
u a
re r
eq
uir
ed
to
an
aly
se d
iffe
ren
t a
spe
cts
of
the
org
an
iza
tio
n a
nd
ma
ke
Yo
u a
re r
eq
uir
ed
to
an
aly
se d
iffe
ren
t a
spe
cts
of
the
org
an
iza
tio
n a
nd
ma
ke
a p
rese
nta
tio
n t
o t
he
bo
ard
me
mb
ers
of
the
org
an
iza
tio
n s
ug
ge
stin
g
qu
ali
ty m
ea
sure
s th
at
wil
l e
nh
an
ce o
rga
nis
ati
on
s a
bil
ity
to
in
no
va
te in
th
e
dy
na
mic
en
vir
on
me
nt.
Yo
u a
re r
eq
uir
ed
to
hig
hli
gh
t cu
rre
nt
pro
ble
ms
an
d c
ha
lle
ng
es
the
org
an
iza
tio
n is
faci
ng
an
d r
eco
mm
en
d s
olu
tio
ns
thro
ug
h t
he
TQ
M m
od
el.
You
mu
st c
on
vin
ce t
he
bo
ard
me
mb
ers
on
th
e r
ati
on
ali
ty a
nd
pra
ctic
ali
ty
of
yo
ur
reco
mm
en
da
tio
ns.
-
Fo
r e
xam
ple
-
Eva
lua
tio
n
G
rou
ps
of
no
mo
re t
ha
n 5
In
div
idu
al
Eva
lua
tio
n
S
ub
mit
gro
up
na
me
s b
y
Fri
da
y, 1
4th
No
v 2
01
4
In
div
idu
al
Eva
lua
tio
n
1
0 m
inu
tes
Gro
up
pre
sen
tati
on
Q
&A
E
ve
ryo
ne
pa
rtic
ipa
tes
O
ne
jo
int
3-5
pa
ge
s sh
ort
-
Re
po
rt
A
pp
en
dix
: D
eta
ile
d W
BS
wit
h d
ate
s a
nd
in
div
idu
al
con
trib
uti
on
s
3
5%
of
the
Ov
era
ll G
rad
e
-
Ke
y S
ect
ion
s o
f th
e R
ep
ort
an
d
Pre
sen
tati
on
Mu
st C
ove
rS
ect
ion
1
D
iscu
ss d
efi
nit
ion
s o
f q
ua
lity
in
te
rms
of
yo
ur
cho
sen
org
an
isa
tio
n
Il
lust
rate
th
e c
urr
en
t p
roce
sse
s o
f in
spe
ctio
n a
nd
ass
ura
nce
im
ple
me
nte
d
in t
he
org
an
isa
tio
n
D
iscu
ss a
ra
ng
e o
f a
pp
roa
che
s to
qu
ali
ty m
an
ag
em
en
t
E
xpla
in t
he
sim
ila
riti
es
an
d d
iffe
ren
ces
be
twe
en
th
e d
iffe
ren
t m
eth
od
s
Exp
lain
th
e s
imil
ari
tie
s a
nd
dif
fere
nce
s b
etw
ee
n t
he
dif
fere
nt
me
tho
ds
Se
ctio
n 2
D
iscu
ss w
ha
t is
me
an
t b
y c
ust
om
er
sati
sfa
ctio
n w
ith
in t
he
co
nte
xt o
f yo
ur
cho
sen
org
an
isa
tio
n
E
xpla
in t
he
me
an
ing
of
con
tin
uo
us
imp
rove
me
nt
wit
hin
th
e c
on
text
of
yo
ur
cho
sen
org
an
isa
tio
n
Il
lust
rate
th
e t
yp
e o
f a
dd
ed
va
lue
s to
be
ga
ine
d.
D
esc
rib
e t
he
ty
pe
s o
f in
form
ati
on
ma
de
ava
ila
ble
to
cu
sto
me
rs a
nd
th
e
imp
ort
an
ce g
ive
n t
o e
ffe
ctiv
e m
ark
eti
ng
-
..
this
is n
ot
the
str
uct
ure
of
the
re
po
rt
..
Se
ctio
n 3
E
xpla
in h
ow
qu
ali
ty m
an
ag
em
en
t ca
n b
e m
ea
sure
d f
or
at
lea
st 2
pro
du
cts
or
serv
ice
s o
ffe
red
by
th
e o
rga
nis
ati
on
E
va
lua
te t
he
be
ne
fit
of
use
r a
nd
no
n-u
ser
surv
eys
in d
ete
rmin
ing
cust
om
er
ne
ed
s w
ith
in y
ou
r ch
ose
n o
rga
nis
ati
on
.
Li
st t
he
me
tho
ds
of
con
sult
ati
on
em
plo
ye
d in
on
e q
ua
lity
sch
em
e t
o
Li
st t
he
me
tho
ds
of
con
sult
ati
on
em
plo
ye
d in
on
e q
ua
lity
sch
em
e t
o
en
cou
rag
e p
art
icip
ati
on
by
un
de
r-re
pre
sen
ted
gro
up
s
Id
en
tify
th
e v
alu
e o
f co
mp
lain
ts p
roce
du
res
an
d a
na
lyse
ho
w t
he
y m
ay
be
use
d t
o i
mp
rove
qu
ali
ty
Se
ctio
n 4
R
ep
ort
on
th
e r
ole
of
self
ass
ess
me
nt
in o
rde
r to
de
term
ine
an
org
an
isa
tio
ns
cu
rre
nt
sta
te o
f h
ea
lth
E
va
lua
te t
he
im
po
rta
nce
of
com
mu
nic
ati
on
an
d r
eco
rd k
ee
pin
g
P
rop
ose
ne
w s
yst
em
s o
r m
od
ific
ati
on
s to
exi
stin
g s
yst
em
s th
at
cou
ld
imp
rove
se
rvic
e q
ua
lity
-
Last
We
ek
-
Intr
od
uct
ion
P
ata
go
nia
s c
ult
ure
su
pp
ort
s th
e c
om
pa
ny
s
bu
sin
ess
ob
ject
ive
s a
nd
str
ate
gy
by
cre
ati
ng
con
dit
ion
s u
nd
er
wh
ich
in
no
va
tive
an
d
cre
ati
ve
clo
thin
g d
esi
gn
ca
n o
ccu
r a
nd
5 -
17
cre
ati
ve
clo
thin
g d
esi
gn
ca
n o
ccu
r a
nd
con
trib
uti
on
s to
pro
tect
ing
th
e n
atu
ral
en
vir
on
me
nt
can
ha
pp
en
to
o.
A
s a
re
sult
, th
e c
ult
ure
en
cou
rag
es
lea
rnin
g
an
d t
he
use
of
ne
w s
kil
ls.
-
co
mp
an
y h
isto
ryc
om
pa
ny
his
tory
co
mp
an
y h
isto
ryc
om
pa
ny
his
tory
C
rea
ted
by
Yvo
n
Ch
ou
ina
rd, a
nd
avi
d
alp
ine
cli
mb
er.
1
96
5 C
ho
uin
ard
E
qu
ipm
en
t w
as
Eq
uip
me
nt
wa
s fo
rme
d.
1
97
3 p
ata
go
nia
wa
s c
rea
ted
P
ata
go
nia
re
de
fin
ed
fa
shio
n a
nd
p
erf
orm
an
ce
in
ma
ny
ou
tdo
or
spo
rts.
-
co
mp
an
y p
hil
oso
ph
yc
om
pa
ny
ph
ilo
sop
hy
co
mp
an
y p
hil
oso
ph
yc
om
pa
ny
ph
ilo
sop
hy
G
o G
ree
n!
B
uil
d t
he
be
st p
rod
uct
, ca
use
no
un
ne
cess
ary
ha
rm,
use
bu
sin
ess
to
in
spir
e a
nd
im
ple
me
nt
solu
tio
ns
to
the
en
viro
nm
en
tal
cris
is.
the
en
viro
nm
en
tal
cris
is.
P
ata
go
nia
's M
issi
on
Sta
tem
en
t
p
ata
go
nia
cre
ate
s cl
oth
ing
fo
r cl
imb
ing
, sk
iin
g,
sno
wb
oa
rdin
g,
surf
ing
, fl
y f
ish
ing
, p
ad
dli
ng
an
d t
rail
run
nin
g.
Th
ese
are
all
sil
en
t sp
ort
s.
-
co
mp
an
y p
hil
oso
ph
y c
on
td.
co
mp
an
y p
hil
oso
ph
y c
on
td.
co
mp
an
y p
hil
oso
ph
y c
on
td.
co
mp
an
y p
hil
oso
ph
y c
on
td.
P
ata
go
nia
re
de
fin
ed
th
e w
ork
pla
ce i
n t
he
la
te
19
70
s
U
niq
ue
cu
ltu
re
N
o p
riva
te o
ffic
es
N
o p
riva
te o
ffic
es
C
hil
d c
are
H
ea
lth
y c
afe
teri
as
Tw
o m
on
th p
aid
le
ave
fo
r n
on
-pro
fit
wo
rk
-
ge
ne
ral
info
rma
tio
ng
en
era
l in
form
ati
on
ge
ne
ral
info
rma
tio
ng
en
era
l in
form
ati
on
H
ea
dq
ua
rte
red
in
Ve
ntu
ra,
CA
O
ve
r 1
00
0 e
mp
loye
es
2
70
mil
lio
n d
oll
ars
in
an
nu
al
con
soli
da
ted
re
ve
nu
e
(20
07
).
D
on
ate
at
lea
st 1
% o
f re
ve
nu
e t
o e
nvir
on
me
nta
l
Do
na
te a
t le
ast
1%
of
reve
nu
e t
o e
nvir
on
me
nta
l ca
use
s.
M
id 1
99
0s
10
0%
org
an
ic c
ott
on
in
all
clo
thin
g
R
ed
uce
d c
arb
on
fo
otp
rin
t in
all
dis
trib
uti
on
ce
nte
rs,
off
ice
s, a
nd
sto
res.
LE
ED
(Le
ad
ers
hip
in
En
erg
y a
nd
E
nvir
on
me
nta
l D
esi
gn
) C
ert
ifie
d
-
-Ta
rge
t D
em
og
rap
hic
Ta
rge
t D
em
og
rap
hic
Ta
rge
t D
em
og
rap
hic
Ta
rge
t D
em
og
rap
hic
- ---
En
vir
on
me
nta
lly
co
nsc
iou
s
E
xpe
nd
ab
le in
com
e
Exp
en
da
ble
in
com
e
N
on
ma
in-s
tre
am
ath
lete
s-s
ile
nt
spo
rt
pa
rtic
ipa
nts
.
O
utd
oo
r e
nth
usi
ast
s
A
dve
ntu
re s
ee
ker
-
stre
ng
ths
stre
ng
ths
stre
ng
ths
stre
ng
ths
E
nv
iro
nm
en
tali
sm
Fo
cus
on
en
vir
on
me
nta
lism
.
m
erg
ed
qu
ali
ty a
lon
g w
ith
co
nse
rva
tio
n
G
arm
en
t re
cycl
ing
G
arm
en
t re
cycl
ing
1
% f
or
the
pla
ne
t: u
nli
ke m
ost
co
rpo
rate
co
mp
an
ies
Pa
tag
on
ia f
un
ds
gra
ssro
ots
le
ve
l in
no
va
tio
n a
nd
oth
er
act
ivis
t g
rou
ps.
E
mp
ha
sis
on
em
plo
ye
e m
ora
le
-
stre
ng
ths
co
ntd
.st
ren
gth
s c
on
td.
stre
ng
ths
co
ntd
.st
ren
gth
s c
on
td.
Q
ua
lity
P
ata
go
nia
gu
ara
nte
es
its
pro
du
cts
pe
rfo
rma
nce
E
xclu
sive
Im
ag
e
C
ust
om
ers
are
lo
ya
l a
nd
act
ive
be
lie
ve
rs i
n t
he
Pa
tag
on
ia
bra
nd
bra
nd
S
tro
ng
on
lin
e c
ha
nn
el
Fe
w b
rick
an
d m
ort
ar
loca
tio
ns
G
oo
d w
eb
site
K
ee
pin
g y
ou
in
th
e l
oo
p
Ea
sy a
cce
ss t
o c
ata
log
s a
nd
ne
wsl
ett
ers
-
we
ak
ne
sse
sw
ea
kn
ess
es
we
ak
ne
sse
sw
ea
kn
ess
es
P
rice
P
ata
go
nia
iso
late
s so
me
cu
sto
me
r d
ue
to
hig
h e
nd
me
rch
an
dis
e
Lo
cati
on
Loca
tio
n
Fe
w b
rick
an
d m
ort
ar
loca
tio
ns.
No
t a
s a
cce
ssib
le
as
the
ir c
om
pe
tito
rs.
C
om
pe
titi
on
Lo
ts o
f co
mp
eti
tio
n i
n s
po
rts
ap
pa
rel
-
op
po
rtu
nit
ies
op
po
rtu
nit
ies
op
po
rtu
nit
ies
op
po
rtu
nit
ies
W
ord
of
mo
uth
W
eb
ad
ve
rtis
ing
T
V c
om
me
rcia
ls
Fo
cus
on
en
vir
on
me
nta
l co
nse
rva
tio
n
T
hro
ug
h t
he
me
dia
, e
nvir
on
me
nta
l is
sue
s a
re c
urr
en
tly
be
ing
a
dd
ress
ed
U
se o
f o
rga
nic
ma
teri
als
U
se o
f o
rga
nic
ma
teri
als
P
rote
ctin
g A
rcti
c N
ati
on
al
Wil
dli
fe R
efu
ge
P
art
icip
ati
ng
in
en
vir
on
me
nta
l cr
ise
s
-
thre
ats
thre
ats
thre
ats
thre
ats
T
he
No
rth
Fa
ce -
hig
h-p
erf
orm
an
ce
mo
un
tain
ee
rin
g a
pp
are
l a
nd
eq
uip
me
nt
M
ou
nta
in H
ard
wa
re -
con
tin
uo
us
inn
ova
tio
n
Mo
un
tain
Ha
rdw
are
-co
nti
nu
ou
s in
no
va
tio
n
P
ea
rl I
zum
i-H
igh
pe
rfo
rma
nce
ap
pa
rel
S
ug
oi
P
rofe
ssio
na
l A
thle
tic
ge
ar
-
Pa
tag
on
ia g
oe
s to
Ly
nd
a.c
om
C
rea
tin
g t
he
hig
he
st q
ua
lity
to
ols
an
d a
pp
are
l
req
uir
es
tha
t th
ese
pro
du
ct
de
ve
lop
ers
co
nti
nu
e t
o
kee
p t
he
ir d
esi
gn
sk
ills
sh
arp
. O
ne
su
ch d
eve
lop
er
set
ou
t to
do
ju
st t
ha
t a
nd
fo
un
d l
yn
da
.co
m o
nli
ne
tra
inin
g f
or
Ad
ob
e
Ill
ust
rato
r.
tra
inin
g f
or
Ad
ob
e
Ill
ust
rato
r.
S
he
lo
ve
d t
he
exp
eri
en
ce a
nd
be
ga
n t
o s
pre
ad
th
e
wo
rd t
o
cow
ork
ers
, w
ho
in
tu
rn a
pp
roa
che
d
Pa
tag
on
ias
Tra
inin
g D
ire
cto
r Lu
Se
tnic
ka
to
se
e i
f th
e
com
pa
ny w
ou
ld b
e i
nte
rest
ed
in
pro
vid
ing
lyn
da
.co
m
tra
inin
g
mo
du
les
to o
the
rs.
-
Ou
r p
rod
uct
de
velo
pe
rs a
ct a
s a
bri
dg
e
be
twe
en
de
sig
n t
ea
ms
an
d t
he
fa
cto
ry,
sa
ys
Se
tnic
ka.
T
he
y u
se I
llu
stra
tor
to c
om
mu
nic
ate
wh
at
s g
oin
g
on
wit
h a
pro
du
ct,
so i
ts
wh
at
s g
oin
g
on
wit
h a
pro
du
ct,
so i
ts
imp
ort
an
t th
at
the
y co
nti
nu
all
y d
eve
lop
th
eir
skil
ls w
ith
th
e s
oft
wa
re.
-
RE
SU
LTS
S
etn
icka
ha
s fo
un
d t
he
fle
xib
ilit
yth
at
lyn
da
.co
m o
nli
ne
tra
inin
g
off
ers
to
be
im
me
asu
rab
ly v
alu
ab
le.
Em
plo
ye
es
can
ge
t o
nli
ne
an
d s
tud
y w
he
ne
ve
r th
ey
wa
nt,
wh
ere
ve
r th
ey
are
.
S
om
e o
f o
ur
pro
du
ct d
eve
lop
ers
tra
ve
lto
fa
cto
rie
s in
oth
er
pa
rts
of
the
U.S
. o
r in
oth
er
cou
ntr
ies,
sa
ys
Se
tnic
ka
. E
ve
n i
f p
art
s o
f th
e U
.S.
or
in o
the
r co
un
trie
s,
says
Se
tnic
ka
. E
ve
n i
f
the
yr
e o
n a
n o
ve
rse
as
trip
, th
ey
ca
n g
o o
nli
ne
an
d d
eve
lop
th
eir
skil
ls.
Be
ing
ab
le t
o a
cce
ss t
he
tra
inin
g a
ny
tim
e i
s a
hu
ge
ad
va
nta
ge
.
S
he
s a
lso
im
pre
sse
d b
y t
he
wid
e r
an
ge
of
curr
icu
lum
th
at
s
ava
ila
ble
th
rou
gh
th
e m
ult
i-u
ser
lice
nse
.
D
iffe
ren
t p
eo
ple
ha
ve
dif
fere
nt
tra
inin
g n
ee
ds,
sh
e s
ays.
S
om
e
em
plo
ye
es
ne
ed
ba
sic
soft
wa
re s
kil
ls,
oth
ers
ne
ed
so
me
thin
g
mo
re t
ech
nic
al.
It
s a
ll a
va
ila
ble
th
rou
gh
th
e p
rog
ram
.
-
Ou
tpu
ts a
nd
Ou
tco
me
s
P
ata
go
nia
str
uct
ure
s it
s tr
ain
ing
aro
un
d t
he
com
pa
ny
s c
ore
va
lue
s: e
nv
iro
nm
en
tali
sm,
qu
ali
ty,
inte
gri
ty,
an
d
no
t [b
ein
g]
bo
un
d b
y c
on
ve
nti
on
.
T
his
un
iqu
e a
pp
roa
ch o
pe
ns
up
po
ssib
ilit
ies
such
as
Th
is u
niq
ue
ap
pro
ach
op
en
s u
p p
oss
ibil
itie
s su
ch a
s
pa
ren
t e
du
cati
on
, m
an
ag
em
en
t tr
ain
ing
an
d e
ve
n
trip
s to
he
lp r
est
ore
eco
syst
em
s i
n w
ha
ts
be
com
ing
the
la
rge
st n
ati
on
al
pa
rk i
n P
ata
go
nia
, C
hil
e.
Th
e k
ind
of
sk
ills
-ba
sed
tra
inin
g o
ffe
red
by l
yn
da
.co
m f
its
into
wh
at
Se
tnic
ka
fo
nd
ly c
all
s th
e e
xtr
em
ely
im
po
rta
nt
qu
ali
ty b
uck
et.
-
Tra
nsf
er
of
Tra
inin
g
Tra
nsf
er
of
tra
inin
gTra
nsf
er
of
tra
inin
gre
fers
to
tra
ine
es
eff
ect
ive
ly a
nd
co
nti
nu
all
y a
pp
lyin
g w
ha
t th
ey
lea
rne
d i
n t
rain
ing
on
th
eir
jo
bs.
T
he
wo
rk e
nv
iro
nm
en
t p
lays
an
im
po
rta
nt
role
5 -
32
T
he
wo
rk e
nv
iro
nm
en
t p
lays
an
im
po
rta
nt
role
in e
nsu
rin
g t
ha
t tr
an
sfe
r o
f tr
ain
ing
occ
urs
.
Tr
an
sfe
r o
f tr
ain
ing
is
als
o i
nfl
ue
nce
d b
y
tra
ine
e c
ha
ract
eri
stic
s a
nd
tra
inin
g d
esi
gn
.
-
A M
od
el O
f T
he
Tra
nsf
er
Pro
cess
Trai
nee
Ch
arac
teri
stic
s
Trai
nin
g D
esig
n
Mo
tiva
tio
n
Ab
ility
Gen
eral
izat
ion
5 -
33
Trai
nin
g D
esig
n
Wo
rk E
nvi
ron
men
t
Cre
ate
a L
earn
ing
En
viro
nm
ent
Ap
ply
Th
eori
es o
f Tr
ansf
er
Use
Sel
f-M
anag
emen
t S
trat
egie
s
Clim
ate
for
Tran
sfer
Man
agem
ent
and
Pee
r S
up
po
rt
Op
po
rtu
nit
y to
Per
form
Tech
no
log
ical
Su
pp
ort
Lea
rnin
g
Ret
enti
on
Gen
eral
izat
ion
and
Mai
nte
nan
ce
-
Th
is W
ee
k
-
Imp
lem
enti
ng a
Qu
ali
ty M
an
agem
ent
Syst
em
-
Wh
at
is a
Qu
ali
ty M
an
agem
ent
Syst
em?
Wh
at
is a
Qu
ali
ty M
an
agem
ent
Syst
em?
Wh
at
is a
Qu
ali
ty M
an
agem
ent
Syst
em?
Wh
at
is a
Qu
ali
ty M
an
agem
ent
Syst
em?
P
oli
cie
s,
P
roc
esse
s
P
roc
ed
ure
s
P
roc
ed
ure
s
-
A C
ult
ura
l Tra
nsi
tion
-
OR
GA
NIZ
ATIO
NW
ITH
QIn
put
Ou
tpu
t
Res
ou
rces
39
WIT
HLO
USY
MA
NA
GEM
ENT
QR
eso
urc
es
-
Up
gra
din
g :
S
erv
ice
Qu
ali
ty
P
rod
uct
Qu
ali
ty
40
P
ers
on
ne
l Q
ua
lity
By.
..
-
A P
rove
n S
ucc
ess
ful
Qu
ali
ty A
ssu
ran
ce S
yst
em
41
Qu
ali
ty A
ssu
ran
ce S
yst
em
ISO
9000
-
QU
ALI
TY
MA
NA
GE
ME
NT
PR
INC
IPLE
S
Cu
sto
me
r fo
cus
Le
ade
rshi
p
Invo
lve
me
nt o
f pe
opl
e
Pr
oce
ss a
ppro
ach
42
Pr
oce
ss a
ppro
ach
Sy
ste
m a
ppro
ach
to
m
an
age
me
nt
Co
ntin
ua
l im
pro
vem
en
t
Fact
ua
l app
roa
ch to
de
cisi
on
m
aki
ng
M
utu
ally
be
ne
ficia
l su
pplie
r re
latio
nsh
ips
-
ISO
90
00
is
ab
ou
t Q
UA
LIT
Y
Qualit
y is
:
1.de
fined
by
cu
sto
mer
n
eeds
2.de
fined
in
te
rms
of f
itnes
s fo
r pu
rpo
se
43
purp
ose
3.ac
hiev
ed th
rou
gh co
ntin
uo
us
impr
ovem
ent
4.m
anag
ed th
rou
gh pr
even
tion
n
ot
dete
ctio
n5.
ge
ttin
g it
right
at
th
e fir
st tim
e6.
mea
sura
ble
-
ISO
sta
nd
s fo
r
Inte
rna
tion
al
44
O rg
an
iza
tion
for
Sta
nda
rdiz
atio
n
-
Se
lf-m
an
ag
ea
ble
P-D
-C-A
Pl
anw
hat y
ou do
D
ow
hat y
ou pl
anned
&
45
D
ow
hat y
ou pl
anned
& re
cord
wha
t you di
d
Chec
kth
e re
sults
A
cton th
e di
ffere
nce
-
ISO
90
00
RE
QU
IRE
S :
PLA
N, D
O, CH
ECK
&
ACT
with
CO
NSI
STEN
CY :
CU
STO
MER
SA
TISF
ACTI
ON
46
CU
STO
MER
SA
TISF
ACTI
ON
M
ANAG
EMEN
T SU
PPO
RTS
R
ESO
URCE
S M
ANAG
EMEN
T
PRO
CESS
M
ANAG
EMEN
T
RES
ULTS
AN
ALYS
IS
CON
TIN
UOUS
IM
PRO
VEM
ENT
-
TH
E C
ON
TIN
UO
US
IM
PR
OV
EM
EN
T M
EC
HA
NIS
M
UNSA
TISF
ACT
ORY
O
UTCO
ME
47
-
TH
E C
ON
TIN
UO
US
IM
PR
OV
EM
EN
T M
EC
HA
NIS
M
UNSA
TISF
ACT
ORY
O
UTCO
ME
WO
RK
IM
PRO
VEM
ENT
TEA
M
48
-
TH
E C
ON
TIN
UO
US
IM
PR
OV
EM
EN
T M
EC
HA
NIS
M
UNSA
TISF
ACTO
RY O
UTCO
ME
WO
RK
IMPR
OVE
MEN
T TE
AM
CAUS
E IN
VEST
IGAT
ION
49
-
TH
E C
ON
TIN
UO
US
IM
PR
OV
EM
EN
T M
EC
HA
NIS
M
UNSA
TISF
ACTO
RY O
UTCO
ME
WO
RK
IMPR
OVE
MEN
T TE
AM
CAUS
E IN
VEST
IGAT
ION
50
COR
REC
TIVE
A
CTIO
N
-
TH
E C
ON
TIN
UO
US
IM
PR
OV
EM
EN
T M
EC
HA
NIS
M
UNSA
TISF
ACTO
RY O
UTCO
ME
WO
RK
IMPR
OVE
MEN
T TE
AM
CAUS
E IN
VEST
IGAT
ION
51
COR
REC
TIVE
AC
TIO
N
PREV
ENTI
VE A
CTIO
N
-
TH
E C
ON
TIN
UO
US
IM
PR
OV
EM
EN
T M
EC
HA
NIS
M
UNSA
TISF
ACTO
RY O
UTCO
ME
WO
RK
IMPR
OVE
MEN
T TE
AM
CAUS
E IN
VEST
IGAT
ION
52
COR
REC
TIVE
AC
TIO
N
PREV
ENTI
VE AC
TIO
N
REV
IEW
-
TH
E C
ON
TIN
UO
US
IM
PR
OV
EM
EN
T M
EC
HA
NIS
M
UNSA
TISF
ACT
ORY
O
UTCO
ME
WO
RK
IM
PRO
VEM
ENT
TEA
M
CAUS
E IN
VEST
IGAT
ION
53
COR
REC
TIVE
A
CTIO
N
PREV
ENTI
VE A
CTIO
N
REV
IEW
21
-
Qualit
y Pl
an
Qualit
y M
anual
Q Pr
oce
dure
s
54
Q Pr
oce
dure
s
Work
ing
Inst
ruct
ion
Refe
rence
D
ocu
ment
-
ISO
9000 -
20 E
lem
ents
.b
ut
befo
re
Set
the r
ight
conditio
ns
within
your
55
Set
the r
ight
conditio
ns
within
your
org
anis
ation!
-
Chan
ge
-
Req
uir
es
Leader
ship
-
RES
ILIE
NCE
-
Co
mm
itm
en
t
-
How
to E
ngage
you
r Em
plo
yees
?
-
Crea
te a
Tru
stin
g E
nvi
ron
men
t
-
Be
Insp
irati
on
al
-
Be
an
Exc
elle
nt
Com
mu
nic
ato
r
-
Crea
te a
Lea
rnin
g E
viro
nm
ent
-
Off
er R
eward
s &
Rec
ogn
itio
n
-
Man
agem
ent
Syst
ems
ISO
20
000-
1:20
11
Serv
ice M
anage
ment
ISO
27
001-
2005
Info
rma
tion
Secu
rity
Ma
na
gem
en
tSy
ste
m
Syst
ems
ISO
22
301
Busi
ness
Contin
uity
Manage
ment
ISO
90
01:
2008
Qual
ity
Man
agem
ent
Syst
em
ISO
31
000
Ris
k M
an
age
me
nt
-
ISO
90
01
an
d I
SO
14
00
1 in
bri
ef
IS
O 9
00
1 a
nd
IS
O 1
40
01
are
am
on
g I
SO
's m
ost
we
ll k
no
wn
st
an
da
rds
eve
r.
T
he
y a
re i
mp
lem
en
ted
by
mo
re t
ha
n a
mil
lio
no
rga
niz
ati
on
sin
so
me
17
5 c
ou
ntr
ies.
IS
O 9
00
1h
elp
s o
rga
niz
ati
on
s to
im
ple
me
nt
qu
ali
ty
ma
na
ge
me
nt.
IS
O 1
40
01
he
lps
org
an
iza
tio
ns
to i
mp
lem
en
t e
nv
iro
nm
en
tal
ma
na
ge
me
nt.
-
ISO
9000 -
20 E
lem
ents
4.1
Managem
ent
Resp
onsi
bili
ty
4.2
Qualit
y S
yst
em
4.3
Contr
act
Revie
w
69
4.4
Desi
gn C
ontr
ol
4.5
Docu
ment
& D
ata
Contr
ol
4.6
Purc
hasi
ng
-
ISO
9000 -
20 E
lem
ents
4.7
Contr
ol of
Cust
om
er
Supplie
d
Pro
duct
4.8
Pro
duct
Identifica
tion a
nd
Tra
ceabili
ty
4.9
Pro
cess
Contr
ol
70
4.9
Pro
cess
Contr
ol
4.1
0 I
nsp
ect
ion a
nd T
est
Sta
tus
4.1
1 C
ontr
ol of
Insp
ect
ion, M
easu
ring a
nd
Test
Equip
ment.
-
ISO
9000 -
20 E
lem
ents
4.1
2 I
nsp
ect
ion a
nd T
est
Sta
tus
4.1
3 C
ontr
ol of
Nonco
nfo
rmin
g
Pro
duct
4.1
4 C
orr
ect
ive &
Pre
ventive A
ctio
n
71
4.1
4 C
orr
ect
ive &
Pre
ventive A
ctio
n
4.1
5 H
andlin
g , S
tora
ge, Pack
agin
g,
Pre
serv
ation a
nd D
eliv
ery
4.1
6 C
ontr
ol of
Qualit
y R
eco
rds
4.1
7 Q
ualit
y A
udits
-
ISO
9000 -
20 E
lem
ents
4.1
8 T
rain
ing
4.1
9 S
erv
icin
g
4.2
0 S
tatist
ical Te
chniq
ues
72
4.2
0 S
tatist
ical Te
chniq
ues
26
-
Sta
ge
s in
Im
ple
me
nti
ng
1.Se
ttin
g u
p St
eerin
g Co
mm
ittee
2.D
esig
n o
f Man
agem
ent S
yste
m3.
Trai
nin
g al
l Sta
ff4.
Setti
ng
up
docu
men
tatio
n
73
4.Se
ttin
g u
p do
cum
enta
tion
syst
em5.
Impl
emen
tatio
n6.
Mo
nito
ring
& Ev
alu
atio
n
27
-
Ph
ase
s
In
tern
al A
udi
t & Pr
e-as
sess
men
t au
dit
Ce
rtifi
catio
n A
udi
t
Reg
istr
atio
n
M
ain
ten
ance
o
f the
sy
ste
m
74
M
ain
ten
ance
o
f the
sy
ste
m
In
tern
al Q
Au
dit
Su
rvei
llan
ce Vi
sit
28
-
Se
lf-m
an
ag
ea
ble
Pl
anw
hat y
ou do
D
ow
hat y
ou pl
anned
75
D
ow
hat y
ou pl
anned
R
eco
rdw
hat y
ou di
d
Chec
kth
e re
sults
A
cton th
e di
ffere
nce
-
Sta
nd
ard
ize
d
Cl
early
lis
ted
requ
irem
ents
/
76
Cl
early
lis
ted
requ
irem
ents
/
guid
elin
es
W
orld
-w
ide acc
ept
ance
-
Syst
em
ati
c
In
ter-
rela
tionsh
ip of e
lem
ents
Co
mpr
ehe
nsi
ve
77
Co
mpr
ehe
nsi
ve
Te
am
w
ork
-
Cu
sto
me
r-o
rie
nte
d
N
eeds
de
fined
by cu
stom
er
78
N
eeds
de
fined
by cu
stom
er
St
ress
on cu
stom
er
satis
fact
ion
En
hance
ment o
f qualit
y cu
lture
-
Ob
ject
ive
ly a
sse
sse
d
In
tern
al a
udi
t (Self-
ass
ess
ment)
79
In
tern
al a
udi
t (Self-
ass
ess
ment)
Au
dit b
y 3r
d pa
rty
The m
anage
ment s
yste
m go
vern
s
-
Cle
arl
y D
ocu
me
nte
d
D
ata
and
reco
rd co
ntro
l
80
D
ocu
ment p
roce
ss
-
Hu
ma
n r
eso
urc
es
pla
nn
ing
an
d c
on
tro
l
81
pla
nn
ing
an
d c
on
tro
l
in
ISO
90
01
QM
S
-
5.1
Ma
na
ge
me
nt
com
mit
me
nt
Top
ma
na
ge
me
nt
sha
ll p
rovid
e e
vid
en
ce o
f it
s
com
mit
me
nt
to t
he
de
ve
lop
me
nt
an
d i
mp
rove
me
nt
of
the
qu
ali
ty m
an
ag
em
en
t sy
ste
m b
y:
82
the
qu
ali
ty m
an
ag
em
en
t sy
ste
m b
y:
d)
En
suri
ng
th
e a
va
ila
bil
ity o
f n
ece
ssa
ry r
eso
urc
es
-
5.5
.2 R
esp
on
sib
ilit
y a
nd
au
tho
rity
Fu
nct
ion
s a
nd
th
eir
in
terr
ela
tio
ns
wit
hin
th
e
org
an
iza
tio
n,
incl
ud
ing
re
spo
nsi
bil
itie
s a
nd
83
org
an
iza
tio
n,
incl
ud
ing
re
spo
nsi
bil
itie
s a
nd
au
tho
riti
es,
sh
all
be
de
fin
ed
an
d c
om
mu
nic
ate
d
in o
rde
r to
fa
cili
tate
eff
ect
ive
qu
ali
ty
ma
na
ge
me
nt.
-
5.5
.4 I
nte
rna
l co
mm
un
ica
tio
n
Th
e o
rga
niz
ati
on
sh
all
en
sure
co
mm
un
ica
tio
n
be
twe
en
its
va
rio
us
leve
ls a
nd
fu
nct
ion
s
reg
ard
ing
th
e p
roce
sse
s o
f th
e q
ua
lity
84
reg
ard
ing
th
e p
roce
sse
s o
f th
e q
ua
lity
ma
na
ge
me
nt
syst
em
an
d t
he
ir e
ffe
ctiv
en
ess
.
-
6.1
Pro
vis
ion
of
reso
urc
es
Th
e o
rga
niz
ati
on
sh
all
de
term
ine
an
d p
rov
ide
,
in a
tim
ely
ma
nn
er,
th
e r
eso
urc
es
ne
ed
ed
a)
To i
mp
lem
en
t a
nd
im
pro
ve
th
e p
roce
sse
s o
f
the
qu
ali
ty m
an
ag
em
en
t sy
ste
m,
an
d
85
the
qu
ali
ty m
an
ag
em
en
t sy
ste
m,
an
d
b)
To a
dd
ress
cu
sto
me
r sa
tisf
act
ion
.
-
6.2
.1 A
ssig
nm
en
t o
f p
ers
on
ne
l
Pe
rso
nn
el w
ho
are
ass
ign
ed
re
spo
nsi
bil
itie
s
de
fin
ed
in
th
e q
ua
lity
ma
na
ge
me
nt
syst
em
sha
ll b
e c
om
pe
ten
t o
n t
he
ba
sis
of
ap
pli
cab
le
ed
uca
tio
n,
tra
inin
g,
skil
lsa
nd
exp
eri
en
ce.
86
ed
uca
tio
n,
tra
inin
g,
skil
lsa
nd
exp
eri
en
ce.
-
6.2
.2 T
rain
ing
, a
wa
ren
ess
an
d
com
pe
ten
cy
Th
e o
rga
niz
ati
on
sh
all
:
a)
Ide
nti
fy c
om
pe
ten
cyn
ee
ds
for
pe
rso
nn
el
pe
rfo
rmin
g a
ctiv
itie
s a
ffe
ctin
g q
ua
lity
;
87
pe
rfo
rmin
g a
ctiv
itie
s a
ffe
ctin
g q
ua
lity
;
b)
Pro
vid
e t
rain
ing
to s
ati
sfy
th
ese
ne
ed
s;
c)E
va
lua
teth
e e
ffe
ctiv
en
ess
of
the
tra
inin
g
pro
vid
ed
;
-
6.2
.2 T
rain
ing
, a
wa
ren
ess
an
d
com
pe
ten
cyd
) E
nsu
re t
ha
t it
s e
mp
loye
es
are
aw
are
of
he
rele
va
nce
an
d i
mp
ort
an
ce o
f th
eir
act
ivit
ies
an
d h
ow
th
ey
co
ntr
ibu
te t
o t
he
ach
ieve
me
nt
of
the
qu
ali
ty o
bje
ctiv
e;
88
ach
ieve
me
nt
of
the
qu
ali
ty o
bje
ctiv
e;
e)
Ma
inta
in a
pp
rop
ria
te r
eco
rds
of
ed
uca
tio
n,
exp
eri
en
ce,
tra
inin
g a
nd
qu
ali
fica
tio
ns.
-
7.4
.1 P
urc
ha
sin
g c
on
tro
l
Th
e o
rga
niz
ati
on
sh
all
co
ntr
ol
its
pu
rch
asi
ng
pro
cess
es
to e
nsu
re p
urc
ha
sed
pro
du
ct c
on
form
s
to r
eq
uir
em
en
ts.
Th
e t
yp
e a
nd
exte
nt
of
con
tro
l sh
all
be
de
pe
nd
en
t
89
Th
e t
yp
e a
nd
exte
nt
of
con
tro
l sh
all
be
de
pe
nd
en
t
up
on
th
e e
ffe
ct o
fsu
bse
qu
en
t re
ali
zati
on
pro
cess
es
an
d t
he
ir o
utp
ut.
-
7.4
.1 P
urc
ha
sin
g c
on
tro
l
Th
e o
rga
niz
ati
on
sh
all
eva
lua
tea
nd
se
lect
sup
pli
ers
ba
sed
on
th
eir
ab
ilit
yto
su
pp
ly
pro
du
ct i
n a
cco
rda
nce
wit
h t
he
org
an
iza
tio
ns
req
uir
em
en
ts.
90
req
uir
em
en
ts.
Cri
teri
a f
or
sele
ctio
n o
n p
eri
od
ic e
va
lua
tio
nsh
all
be
de
fin
ed
.
Th
e r
esu
lt o
f e
va
lua
tio
ns
an
d f
oll
ow
-up
act
ion
s
sha
ll b
e r
eco
rde
d
-
7.4
.2 P
urc
ha
sin
g in
form
ati
on
Pu
rch
asi
ng
do
cum
en
ts s
ha
ll c
on
tain
in
form
ati
on
de
scri
bin
g t
he
pro
du
ct t
o b
e p
urc
ha
sed
,
incl
ud
ing
wh
ere
ap
pro
pri
ate
:
-p
ers
on
ne
l
91
-p
ers
on
ne
l
-
Wh
at
are
th
e b
enef
its
of
ISO
?
Lect
ure
2%
of
the
Ove
rall
Gra
de
-
Be
ne
fits
of
ISO
90
01
an
d I
SO
14
00
1
(co
nt.
)
M
od
el
for
sati
sfy
ing
cu
sto
me
rsa
nd
oth
er
sta
keh
old
ers
.
B
uil
d q
ua
lity
in
to p
rod
uct
s a
nd
se
rvic
es
fro
m
de
sig
n o
nw
ard
s.d
esi
gn
on
wa
rds.
A
dd
ress
en
vir
on
me
nta
l co
nce
rns
of
cust
om
ers
an
d p
ub
lic,
an
d c
om
ply
wit
h g
ove
rnm
en
t
reg
ula
tio
ns.
In
teg
rate
wit
h g
lob
al
eco
no
my.
-
Be
ne
fits
of
ISO
90
01
an
d I
SO
14
00
1 (
con
t.)
S
ust
ain
ab
le b
usi
ne
ss
U
nif
yin
g b
ase
fo
r in
du
stry
se
cto
rs
Q
ua
lify
su
pp
lie
rs f
or
glo
ba
l su
pp
ly c
ha
ins
Te
chn
ica
l su
pp
ort
fo
r re
gu
lati
on
s
-
Be
ne
fits
of
ISO
90
01
an
d I
SO
14
00
1
(co
nt.
)
Tr
an
sfe
r o
f g
oo
d p
ract
ice
to
de
ve
lop
ing
cou
ntr
ies
To
ols
for
ne
w e
con
om
ic p
laye
rs
R
eg
ion
al
inte
gra
tio
n
Re
gio
na
l in
teg
rati
on
Fa
cili
tate
ris
e o
f se
rvic
es
-
Incr
ease
d P
rod
uct
ivit
y
-
Ever
yon
e W
ins
-
Wh
at
are
th
e co
sts?
-
S
tate
of
Pre
pa
red
ne
ss
S
ize
of
Org
an
iza
tio
n
C
om
ple
xit
y o
f p
roc
esse
s
Cost
s D
eter
min
ed b
y
-
Cost
s
1.
Re
gis
tra
r
2.
Inte
rna
l 2
.In
tern
al
-
Reg
istr
ar
1.A
udi
tor
s Fe
es &
Ex
pen
ses
2.A
pplic
atio
n Fe
e
3.R
egist
ratio
n Fe
e
4.In
itial
A
sses
smen
t5.
Reg
istra
tion
au
dit
5.R
egist
ratio
n au
dit
6.Su
rvei
llan
ce A
udi
ts7.
Re-
regi
stra
tion
-
Inte
rnal
Cost
1.G
ap A
nal
ysis
2.Tr
ain
ing
3.D
ocu
men
tatio
n
4.Im
plem
enta
tion
5.In
tern
al A
udi
ts5.
Inte
rnal
A
udi
ts6.
Con
sulta
nt
-
Be
wa
re
of
Th
e
Th
e
Ice
be
rg
Eff
ec
t
On
ly
10
%
Vis
ible
-
In-C
lass
Act
ivit
y
Can
we
crea
te
Pu
bli
c good
w
ith
ou
t
gove
rnm
ent
part
icip
ati
on
?
-
Imp
lem
enti
ng I
SO 9
00
0:2
00
1
A Ca
se S
tudy
-
NHF
20
03
G
ov
ern
me
nt
Ag
en
cy
S
tart
up
co
mp
an
y
P
rov
isio
n o
f b
en
efi
ts
Pro
vis
ion
of
be
ne
fits
C
usto
me
r b
ase
15
0,0
00
S
ing
le l
oc
ati
on
E
mp
loy
ee
s
34
-
Ste
ps
to I
SO
90
00
Ce
rtif
ica
tio
n
1.
Hir
ed
Qu
ali
ty M
an
ag
em
en
t
Co
nsu
lta
nt
2.
Co
nd
uct
ed
Ga
p A
na
lysi
s
3.
Est
ab
lish
ed
Qu
ali
ty P
oli
cy
4.
Re
de
fin
ed
Bu
sin
ess
Pro
cess
es
=>
3 C
ore
Pro
cess
es
In
div
idu
al B
en
efi
ts
In
stit
uti
on
al B
en
efi
ts
H
ea
lth
Pro
mo
tio
ns
-
5.
Co
mp
an
y W
ide
Qu
ali
ty S
em
ina
rs
6.
Pre
pa
red
Qu
ali
ty M
an
ua
l (e
lect
ron
ic r
eco
rds)
5.
Qu
ali
ty P
oli
cie
s
6.
Qu
ali
ty O
bje
ctiv
es
21
Pro
ced
ure
s
7.
Est
ab
lish
ed
Qu
ali
ty M
etr
ics
Ste
ps
to I
SO
90
00
Ce
rtif
ica
tio
n
7.
Est
ab
lish
ed
Qu
ali
ty M
etr
ics
8.
Pre
pa
red
Wo
rk I
nst
ruct
ion
s
-
9.
Qu
ali
ty T
rain
ing
for
ALL
9.
Au
dit
Tra
inin
g (
34
em
plo
ye
es)
10
.Ap
po
inte
dLe
ad
Au
dit
ors
11
.Co
nd
uct
ed
Pre
-Ass
ess
me
nt
Au
dit
s (2
)
12
.Co
ntr
act
ed
Re
gis
tra
r
Ste
ps
to I
SO
90
00
Ce
rtif
ica
tio
n
12
.Co
ntr
act
ed
Re
gis
tra
r
ISO
QU
AR
Ltd
(2
00
5
20
09
)
N
CB
J (2
00
9
pre
sen
t)
-
13
.Re
gis
tra
tio
n A
ud
it1
3.A
ud
it T
rain
ing
(3
4 e
mp
loye
es)
14
.Co
nd
uct
ed
Inte
rna
l A
ud
its
13
.2 p
er
ye
ar
15
.Su
rve
illa
nce
Au
dit
s
Ste
ps
to I
SO
90
00
Ce
rtif
ica
tio
n
15
.Su
rve
illa
nce
Au
dit
s1
3.2
pe
r ye
ar
16
.Re
-Re
gis
tra
tio
n A
ud
its
2
00
8,
20
11
-
How
mu
ch d
oes
it
cost
?
F
irs
t Y
ea
r
US
$ 1
8,0
00
-
How
mu
ch d
oes
it
cost
?
F
irs
t Y
ea
r
US
$ 1
8,0
00
A
nn
ua
l
US
$ 5
,00
0
-
NHF
Exp
erie
nce
A
QM
S i
nv
olv
es m
ore
tha
tH
AR
D m
ea
su
res o
f
qu
ali
ty
S
OF
TM
ea
su
res
S
OF
TM
ea
su
res
T
ea
mw
ork
E
mp
ow
erm
en
t
M
an
ag
em
en
t sty
le
W
ork
ing
en
vir
on
me
nt
-
Less
on
s Le
arn
t
1.Sh
iftin
Man
agem
ent
Philo
soph
y2.
Cultu
reof C
ontin
uous
Impr
ovem
ent
Impr
ovem
ent
3.Tr
ainin
gis
Key
4.Ef
fect
ive
Com
munic
atio
ns
5.R
ecogn
ition
of
Ach
ievem
ents
6.R
esults
in Im
proved
Pr
odu
ctiv
ity
-
NHF
UPD
ATE
E
xp
an
sio
nth
rou
gh
Me
rge
r
M
atu
reo
rga
niz
ati
on
P
rov
isio
n o
f b
en
efi
ts,
Su
pp
ly C
ha
in, R
eta
il
Ph
arm
ac
y
C
usto
me
r b
ase
4
50
,00
0
M
ult
iple
Lo
ca
tio
ns
E
mp
loy
ee
s-
25
0
-
Re
po
rtin
g A
ssu
mp
tio
n:
info
rma
tio
n
dis
clo
sure
is
go
od
M
ob
iliz
es
soci
eta
l a
cto
rs:
Po
liti
cal a
ctio
n
Ma
rke
t m
ech
an
ism
s
S
elf
-eva
lua
tio
n
B
ett
er
soci
al d
isco
urs
e
B
ett
er
po
lici
es
N
ece
ssa
ry f
or
acc
ou
nta
bil
ity
-
.d
ire
ctio
n a
nd
fo
cus
-
..
mu
st f
or
De
cisi
on
-ma
kin
g
-
Glo
ba
l R
ep
ort
ing
In
itia
tive
(G
RI)
St
arte
d19
97/8
first
Guid
elin
es
issu
ed
in 20
00
Late
st G
uid
elin
es
(G4)
issu
ed
in 20
13
ww
w.gl
oba
lrepo
rtin
g.o
rg
Pa
ge
12
4
The G
RIs
vis
ion
is t
hat
repo
rtin
g on
eco
nom
ic,
env
iron
ment
al, an
d s
ocia
l pe
rfor
man
ce b
y al
l or
gani
zati
ons
is a
s ro
utin
e a
nd c
ompa
rable
as
fina
ncia
l re
port
ing.
-
GR
I r
ep
ort
ing
Dis
clo
sure
s (7
9 in
all
)
Pro
file
Rep
ort
ing
Gu
idan
cehe
lps
deci
de w
hat t
o re
port
on
, a
nd
inte
rpre
tthe
Fra
me
wo
rk. R
epo
rtin
g Pr
inci
ples
: M
ate
rialit
y, St
ake
hold
er
incl
usi
ven
ess
,
Sust
ain
abi
lity
con
text
, Co
mpl
ete
ne
ss, Ba
lan
ce, Cl
arit
y, Ac
cura
cy, Ti
me
line
ss, Co
mpa
rabi
lity,
Re
liabi
lity
Pa
ge
12
6
Pro
file
1.E
co
no
mic
, E
C1
-9
2.E
nvir
on
me
nta
l, E
N1
-30
3.S
oc
ial
pe
rfo
rm
an
ce
La
bo
ur
pra
ctic
es
LA1
-14
H
um
an
rig
hts
HR
1-9
S
oci
ety
SO
1-8
P
rod
uct
re
spo
nsi
bil
ity
PR
1-9
-
Th
e b
est
exte
rna
l a
ssu
ran
ce
Is
exte
rna
l, d
on
e b
y d
em
on
stra
bly
co
mp
ete
nt
pe
op
le w
ho
are
in
de
pe
nd
en
t, a
nd
sta
te t
he
ir r
ela
tio
nsh
ip w
ith
th
e o
rga
nis
ati
on
Is
do
ne
syst
em
ati
call
y, e
vid
en
ce-b
ase
d,
an
d p
rop
erl
y d
ocu
me
nte
d,
to
de
fin
ed
pro
ced
ure
s
A
sse
sse
s th
e e
xte
nt
to w
hic
h t
he
org
an
isa
tio
n h
as
ap
pli
ed
th
e G
RI
Re
po
rtin
g P
rin
cip
les
R
esu
lts
in a
n p
ub
licl
y-a
va
ila
ble
op
inio
n o
r co
ncl
usi
on
s
Pa
ge
12
7
R
esu
lts
in a
n p
ub
licl
y-a
va
ila
ble
op
inio
n o
r co
ncl
usi
on
s
The e
xte
rnal
ass
uran
ce r
epo
rt a
ssess
es
wheth
er
the r
epo
rt p
rovi
des
a re
ason
able
and
bal
ance
d
prese
ntat
ion
of p
erf
orm
ance
, ta
king
int
o co
nsid
era
tion
the v
era
city
of d
ata
in t
he r
epo
rt a
s w
ell a
s th
e o
vera
ll s
ele
ctio
n of
con
tent
.
-
Wh
at
ne
xt?
Dis
clos
ure
Acc
ount
abilit
yC
han
ge?
-
Pro
file
dis
clo
sure
s in
GR
I G
3
1.
Str
ate
gy a
nd a
naly
sis
2.
Org
aniz
ational pro
file
3.
Report
para
mete
rs
4.
Govern
ance, com
mitm
ents
and e
ngagem
ent
Pa
ge
12
9
5.
Managem
ent
appro
ach a
nd p
erf
orm
ance indic
ato
rs
Who
w
e are
and
wha
t we be
lieve
abo
ut s
ust
ain
abi
lity
and
our
impa
ct, w
hat w
ev
e do
ne, w
here
w
e ope
rate
.
How
th
e re
port
was
produ
ced.
-
Eco
no
mic
pe
rfo
rma
nce
dis
clo
sure
s
in G
RI
G3
Eco
no
mic
pe
rfo
rma
nce
Dir
ect
eco
no
mic
im
pa
cts
of
the
org
an
iza
tio
ns
act
ivit
ies
an
d t
he
eco
no
mic
va
lue
ad
de
d b
y t
he
se.
Incl
ud
es
a V
alu
e-A
dd
ed
sta
tem
en
t, c
on
sid
era
tio
n o
f cl
ima
te c
ha
ng
e r
isks
an
d
op
po
rtu
nit
ies,
pe
nsi
on
ob
lig
ati
on
s, g
ove
rnm
en
t a
ssis
tan
ce r
ece
ive
d
Ma
rke
t p
rese
nce
Pa
ge
13
0Ma
rke
t p
rese
nce
Info
rma
tio
n a
bo
ut
inte
ract
ion
s in
sp
eci
fic
ma
rke
ts
Incl
ud
es
info
on
wa
ge
sco
mp
are
d t
o l
oca
l m
inim
um
, sp
en
din
g o
n l
oca
l su
pp
lie
rs,
hir
ing
pra
ctic
es.
Ind
ire
ct E
con
om
ic I
mp
act
s
Me
asu
re t
he
eco
no
mic
im
pa
cts
cre
ate
d a
s a
re
sult
of
the
org
an
iza
tio
ns
eco
no
mic
act
ivit
ies
an
d t
ran
sact
ion
s.
eg
in
fra
stru
ctu
re d
eve
lop
me
nt,
en
ha
nce
d l
ea
rnin
g a
nd
skil
lin
g in
th
e c
om
mu
nit
y
-
En
vir
on
me
nta
l p
erf
orm
an
ce
dis
clo
sure
s in
GR
I G
3M
ate
rials
Am
ount
used,
by w
eig
ht
and v
olu
me:
% t
hat
isre
cycle
d m
ate
rial
Energ
yConsum
ption:
dir
ect
and indir
ect;
savin
gs b
y
conserv
ation a
nd e
ffic
iency;
incentives t
o s
ave e
nerg
y
Wate
rU
se,
impact
on s
ourc
es,
recycling
Bio
div
ers
ity
How
activitie
s a
ffect
it,
and w
hat
has b
een p
rote
cte
d
Pa
ge
13
1
Bio
div
ers
ity
How
activitie
s a
ffect
it,
and w
hat
has b
een p
rote
cte
d
and r
esto
red;
str
ate
gie
s for
the f
utu
re
Em
issio
ns,
eff
luents
, w
aste
Tota
l am
ounts
(in
som
e d
eta
il);
incentives t
o r
educe
Pro
ducts
and
serv
ices
Incentives t
o m
itig
ate
im
pact
on e
nvir
onm
ent;
packagin
g
Com
pliance
Fin
es p
aid
for
non-c
om
pliance w
ith r
egula
tions
Tra
nsport
Sig
nific
ant
envir
onm
enta
l im
pact
of
transport
ing g
oods
and e
mplo
yees
Overa
llAnaly
sis
of
tota
l spend o
n e
nvir
onm
enta
l pro
tection
-
So
cia
l p
erf
orm
an
ce d
iscl
osu
res
in
GR
I G
3
Labour
Em
plo
ym
ent,
Labour
rela
tions,
Div
ers
ity
Health &
safe
ty,
Tra
inin
g a
nd e
ducation
Hum
an r
ights
Investm
ent
and p
rocure
ment
pra
ctices
Non-d
iscrim
ination
Pa
ge
13
2
Non-d
iscrim
ination
Fre
edom
of associa
tion a
nd c
ollective b
arg
ain
ing
Child labour,
Security
pra
ctices,
Indig
enous
rights
Socie
tyCom
munity,
Corr
uption,
Public p
olicy
Anti-c
om
petitive,
Com
pliance
Pro
duct
responsib
ility
Custo
mer
health &
safe
ty,
Mark
eting
com
munic
ations
Pro
duct
and s
erv
ice labellin
g
Custo
mer
privacy
Com
pliance
-
Ke
y s
tak
eh
old
ers
of
a r
ep
ort
ing
sy
ste
m
-
Ro
ots
of
GR
I
(1
97
0 -
)S
oci
al
mo
ve
me
nts
fo
r h
um
an
rig
hts
an
d s
oci
al
just
ice
:
soci
all
y r
esp
on
sib
le i
nve
stin
g a
nd
co
nsu
me
r a
ctiv
ism
(1
97
0 -
)C
orp
ora
te r
esp
on
sib
ilit
y a
nd
acc
ou
nta
bil
ity
m
ove
me
nt:
Co
de
s o
f n
on
-fin
an
cia
l co
nd
uct
, tr
an
spa
ren
cy,
cert
ific
ati
on
s
(1
99
0 -
)G
lob
al
corp
ora
tio
ns
as
pa
rtn
ers
:
WB
CS
D,
Int.
Ch
am
be
r o
f C
om
me
rce
, R
io 1
99
2,
All
ian
ces
wit
h N
GO
s
OU
TC
OM
ES
V
olu
nta
ry c
od
es
of
con
du
ct,
en
vir
on
me
nta
l a
nd
su
sta
ina
bil
ity
re
po
rts
In
cre
asi
ng
ne
ed
fo
r in
form
ati
on
-
GR
I Fo
un
de
rs
Vis
ion
:
A T
oo
l
--
An
In
stit
uti
on
S
tan
da
rdiz
e &
un
ify
no
n-f
ina
nci
al re
po
rtin
g s
yst
em
s
E
mu
late
sta
nd
ard
fin
an
cia
l re
po
rtin
g g
uid
eli
ne
s
C
rea
te i
ncl
usi
ve
mu
ltis
take
ho
lde
r d
isco
urs
e
Via
co
nti
nu
ou
s re
vis
ion
s o
f G
uid
eli
ne
s
Via
co
nti
nu
ou
s re
vis
ion
s o
f G
uid
eli
ne
s
F
ram
e d
isco
urs
e o
n n
orm
s o
f co
nd
uct
B
y c
om
pa
nie
s a
nd
oth
er
act
ors
C
rea
te l
an
gu
ag
e
Fa
cili
tate
a r
ace
to
th
e t
op
Q
ua
lity
of
rep
ort
s
P
erf
orm
an
ce le
ve
l
C
rea
te P
ub
lic
Go
od
-
Whi
ch St
anda
rds/
Foru
ms
are
Mo
st
Influ
entia
l on
B
usi
nes
s Pr
actic
e?
-
GR
I U
pta
ke
88
0
Today:
880 o
ffic
iall
y r
egis
tere
d r
eporte
rs
Today:
880 o
ffic
iall
y r
egis
tere
d r
eporte
rs
from
57 c
ountr
ies
from
57 c
ountr
ies
-
Wh
at
crit
ics
say
In
suff
icie
ntl
y in
stru
me
nta
l
To
o m
an
y in
dic
ato
rs
ad
dre
sse
d t
hro
ug
h t
he
G3
C
um
be
rso
me
pro
cess
a
glo
ba
l ch
all
en
ge
U
ncl
ea
r in
dic
ato
rs
reso
lve
d i
n G
3
D
ata
no
t ve
rifi
ed
-a
dd
ress
ed
th
rou
gh
G3
/evo
lvin
g r
ole
of
ext
ern
al
veri
fica
tio
n
In
suff
icie
ntl
y cr
oss
-co
mp
ara
ble
d
ep
en
ds
on
up
take
/to
o e
arl
y st
ag
e
To
o i
nst
rum
en
tal
N
o e
xpli
cit
dis
cuss
ion
of
sust
ain
ab
ilit
y
a g
lob
al
cha
lle
ng
e
N
o e
xpli
cit
dis
cuss
ion
of
sust
ain
ab
ilit
y
a g
lob
al
cha
lle
ng
e
N
o e
xpli
cit
dis
cuss
ion
of
no
rms
of
be
ha
vio
r
be
yon
d t
he
GR
I m
issi
on
In
ad
eq
ua
te in
form
ati
on
fo
r a
ctiv
ist
use
rs
a g
lob
al
cha
lle
ng
e
In
ad
eq
ua
te in
form
ati
on
fo
r so
me
in
vest
ors
a
dd
ress
ed
th
rou
gh
G3
C
om
pe
tito
rs f
or
fun
din
g
a g
lob
al
cha
lle
ng
e
To
o p
ro-b
usi
ne
ss
de
pe
nd
s o
n f
un
din
g a
nd
th
e s
pe
ed
of
no
n-b
usi
ne
ss u
pta
ke
N
eg
lect
of
mu
ltis
tak
eh
old
er
dia
log
ue
a
dd
ress
ed
th
rou
gh
G3
N
ot
en
ou
gh
re
ad
ers
!!
-
Fo
rmid
ab
le C
ha
lle
ng
es
A
ttra
ct b
usi
ne
ss p
art
icip
ati
on
B
rin
g e
ve
ryb
od
y t
o t
ab
le
G
et
fun
din
g
A
ssu
re f
utu
re c
on
tin
uo
us
pro
cess
A
ssu
re f
utu
re c
on
tin
uo
us
pro
cess
S
tay id
eo
log
ica
lly i
nd
ep
en
de
nt
E
mu
late
fin
an
cia
l re
po
rtin
g g
uid
eli
ne
s
In
dic
ato
rs o
f su
sta
ina
bil
ity p
erf
orm
an
ce
B
ein
g a
nd
sta
yin
g a
pu
bli
c g
