OECD Report
What role for International Management Standards?
Maurice BuckleyCEO - National Standards Authority of IrelandSept 2008
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What are the current public service issues?• OECD Report highlights performance and
transparency gaps• Clear focus on, and measurement of,
outputs and outcomes rather than inputs• Close co-ordination of agencies and
departments essential to deliver integrated services
• Pressure on government finances makes prioritisation and planning essential
• Need for efficiencies and value for money
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About ISO 9001 – The International Standard for Quality Management
• It is the most successful international business management standard ever developed
• Used by thousand of enterprises in the Private and Public sectors
• 175 Counties• 880,000 registrations worldwide
• Has stood the test of time
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Some of the World Class companies registered to IS0 9001 by NSAI• Intel• Dell• Apple Computer• Analog Devices• Coca Cola• Unisys Corporation• Hollister Inc.• Element 6 (De Beers)• Diagio (Guinness)• Glanbia
• Howmedica• Smithkline• Smurfit Kappa• Beckman Coulter• EnerSys• Logitech• CRH (Cement
Roadstone)• HP• Abbott Labs
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Why major corporations use ISO 9001?
Provides management control of diverse operations – they can measure frontline delivery of service – this is vital
• Allows corporate objectives to be rolled out to operational levels
• Provides better information flow and visibility for management
• Integrates processes to achieve better service delivery and customer satisfaction
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ISO 9001 can help Government for the same reason it helps large corporations
Provides management control of diverse operations – can measure frontline delivery of service
• Allows objectives to be rolled out to front line units with clear and transparent measures
• Provides better information flow and visibility for management
• Integrates processes to achieve better service delivery and customer satisfaction
The potential value of ISO 9001 for the Irish Public Service is identified in the OECD report.
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8 Management Principles are central to ISO 9001• Customer focus• Leadership• Involvement of people• Process approach• System approach to management• Continual improvement• Factual approach to decision making• Mutually beneficial supplier relationships
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The standard uses the Process Approach Model
Customers Customers
Value-adding activitiesValue-adding activities Information flow
SatisfactionSatisfactionResource
Management
Measurement
Analysis and
Improvement
Requirements
Management
Responsibility
Service
RealizationInputs OutputsOutputs
Continual improvement of the management system
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Specific beneficial outputs ISO 9001 can deliver in the Public Service• Greater emphasis on leadership, communications
and change management• Improved efficiency and service quality• Continual improvement and customer focus• Promotion and standardisation of good working
practices with control of key processes• Aid to staff mobility through defined and
documented operating procedures• A planning and review process which ensures the
system remains effective and capable of identifying improvement opportunities
• Effective management of risk and reduction of crisis management
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Examples of Public Sector Organisations already using ISO 9001
An Garda Siochana CSE Unit
An Post – National lottery
Bord Gais Networks
Bord Na Mona Fuels Ltd
Communicable Disease Function HSE
DoD Training and Development Unit
Department of Transport, Finance section
Dept of Agriculture Livestock Breeding Unit
Dept of Agriculture Payments Section
Dublin Bus – Timetable Section
Dublin City Council – Pollutant Monitoring
Dublin Fire Brigade
Dundalk Institute of Technology – Registrars Office
eircom
Electricity Supply Board
Environmental Health Services
Food Safety Authority of Ireland
Health Service Execurive South
Limerick County Council
Louth County Enterprise Board
Met Eireann Aviation Services Division
Mid West National Road Design Office
National Building Agency Ltd
National Cancer Screening Service
Nenagh Regional Water Supply Plant
Office of Public Works
St. Mary's Hospital
University Hospital Galway - Obs & Gyne
University of Limerick – IT Support
VHI Healthcare Claims Division
Wexford County Council
Wheatfield Prison – Catering Function
University of Limerick – Staff Training Unit
Generally ISO 9001 was applied to
specific sections within these
bodies. Maximum benefit is derived
when it is deployed throughout the
entire organisation
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Feedback from some Irish Public Service organisations using ISO 9001• Food Safety Authority
“Proven to be highly valuable in improving operational performance. Reports and returns to our parent Department are facilitated by having an effective ISO 9001 measurement systems” – Quality Manager FSAI
• National Building Agency • “We’re very satisfied at what it brought. It forced us think about our
disciplines, activities, & connectivity between activities. It brought commonality to what we are doing and improved our performance” -CEO NBA
• DoA Accounts Division“We found it most worthwhile and are extending it to 2 other sections within
our Department” - ISO Project Manager• Dublin Fire Brigade
• “and was also extremely successful in allowing us to manage needed change and improvement” – ISO Project Leader
• National Cancer Screening Service“this [ISO 9001 certification] is the embodiment of transparency and openness
that the public are constantly seeking and it is so encouraging to see the public service rise to the challenge of a sophisticated and informed customer” - Minister Michael Aherne T.D.
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ISO 9000 is being used by Governments in many other Countries
• Interior, Town and Country Planning • National and Higher Education and Research• Transport, Tourism and the Sea• Justice• Agriculture and Fishing• Youth, Sport and Community Life• Defence
France has widely deployed ISO 9001 in the public service including in the following ministries:
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Other examples of ISO 9000 applied to Government functions internationally
• USA – NSAI has certified the City of Boston• Canada/Australia/NZ - ISO 9001 widely used in public
service• Italy - 709 public administrations, 1931 public services
Developing countries see ISI 9001 as a way of rapidly improving Public Service performance
• Malaysia - has decided to implement ISO 9000 across the board in its entire public administration.
• Mexico - 97% public institutions registered• Argentina - Municipalities, Judiciary, Social Security• India – Egypt – Indonesia, UAE and others encouraging
uptake of ISO 9001 by Public bodies
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The French Experience – Performance Improvements• “the rate of return on internal ISO 9001 investment is
over 50% and our objective is to improve it” - Industry, Research and Environment
• “200% increase in licenses issued in 3 years” – Automobile Taxation Office
• “13% increase in satisfaction in 2 years” - Delegation for Continuing Education
• “client satisfaction has risen to 98%” – Courts of Commerce
• “reduced manpower by 30% in 5 years and maintained service” - Delegation for the Armament
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NSAI proposed approach to implementation
• Highlight the benefits of applying ISO 9001 in state bodies and agencies in line with the direction of the OECD review.
• Analyse and benchmark best international practice in the application of ISO 9001 to public sector bodies.
• Provide tailored advisory programmes and training for the public sector.
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The lessons from our experience in Ireland and Internationally suggest:
• ISO 9001 works best for bodies with customer facing activities.
• Full benefits achieved when implemented across full business units.
• Full backing of senior management crucial. • Existing performance improvement initiatives
such as PMDS, SMI, can be integrated.• ISO 9001 is an excellent platform for other
programs such as EFQM, CAF, etc.
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Summary and Conclusions
• ISO 9001 is a proven business performance management tool
• It can help address current Public Service issues
• It is aligned with OECD report findings• NSAI is organised and committed to
support implementation• Benefits of adoption by the Public
Service demonstrated Internationally