konrad scheiber, ceo the power of trust why do we trust our customers? konrad scheiber, ceo
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Konrad Scheiber, CEO
The Power of Trust– Why do we trust our customers?Konrad Scheiber, CEO
Konrad Scheiber, CEO
ValuesHow to create values?How to secure values?
How to appreciate values?
Konrad Scheiber, CEO
Categories of ValuesQuelle Dissertation Max Kunze, ISBN 978-3-8349-0880-3
Performance Data
DesignDisciplineImagesuccessentrepreneurshipMarket leadershipvelocityCost awarenessImprovementEffectivity & EfficiencyInnovationCompetenceCreativityCustomer FocusPassionChangeLearningStaff
QUALITY
Values of co-operation and communication
Attention and alertnessDirectnessHonestyFairnessComplianceLeadershipIndependance
Good CitizenshipFrankness
TRUSTSatisfaction
LoyalityRealiability
Ethical Values
Moral behaviourFreedomJoyHolistic approachHealthIntegrityLove
SustainabilityOptimismRespactSafetySenseTraditionEnvironmentResponsibiltyDiversityAppreciation
Konrad Scheiber, CEO
TrustThe Power of Trust
Konrad Scheiber, CEO
Trust - definition
Prof. Dr. Wolfgang König
The basis is the decision theory, which considers factors of certainty, risk and uncertainty in the decision process (for instance positive recommendation for a certificate).
Thus it enables the consideration of trust as a risky advance performance (for instance to issue certificates).
In general, trust means, that you can rely on one person or on a group of persons
in the expectation of a gain (or other advantages) you take also a risk (for instance abuse of certificates).
Integration of trust in the economic framework of actions
Konrad Scheiber, CEO
Trust in the Accrediation
National Administration Body Independant from the customers´ expectations Impartial and neutral body High Level in the realisation of the accreditation and
strong contribution to the continous improvement of the own performance
Certificates, which have been issued according to the accreditation are worldwide highly accepted and appreciated.
Source BMWFJ
Konrad Scheiber, CEO
qualityaustria Trust Index
More than 10,400 qualityaustria ISO 9001 Certificates have been issued since 1989
ISO 9001 Certificates issued since 1989
Konrad Scheiber, CEO
1
13
38
64
2
40
138
45
7
0
10
20
30
40
50
60
70
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
Withdrawal of certificates by qualityaustria
qualityaustria Trust Index
complaints amount/year
2001 1
2002 0
2003 1
2004 1
2005 1
2006 2
2007 2
2008 0
2009 2
2010 0 8
37
19
6
worldwide
2
9
8
2
in Austria Insolvencies in Austria Total
Loss of customers due to insolvencies
3.756 (0,24%)2009
No data2010
3.270 (0,25%)2008
3.023 (0,07%)2007
In% of the qualityaustria customers, which have become insolvent
Konrad Scheiber, CEO
More than 1.200 qualityaustria customers are 3 to 6 years certified
More than 600 qualityaustria customers are 6 to 9 years certified
More than 750 qualityaustria cutsomer are 9 to 20 years certified.
qualityaustria has trust in its customersCustomer have trust in qualityaustria
qualityaustria Trust Index
Konrad Scheiber, CEO
One Task Group discusses the topics for the next revision:
EMS as part of sustainability mgmt & social responsibilityEMS and improvement of environmental performanceEMS and compliance with legal & other requirementsEMS & overall (strategic) business mgmt MSS alignmentEMS and conformity assessmentEMS and the application in small organizationsEMS and environmental impacts of products and services (in the value chain)EMS and engaging stakeholdersEMS and parallel or subsystems (‘sector- and aspect-specific systems’)EMS and external communication (including product information)Positioning of EMS in (inter)national policy agendas
Trust in the Standardisation
… the future of the ISO 14001
Konrad Scheiber, CEO
1-01 Integration of risk management1-02 Enhanced focus on product conformance1-03 Financial resources of the organization 1-04 Maintenance of infrastructure 1-05 Alignment with business management/ practice 2-01 Process Management 2-02 Knowledge management 2-03 Results/Improvement/Effectiveness 2-04 Life cycle management (LCM)2-05 QM – Principles (QMP) / Leadership 3-01 Competence 3-02 Supply Chain Management (and Outsourcing) 3-03 Quality Tools 3-04 Communication 3-05 Improvement and innovation4-01 Structure of QMS and Relationship with MSS Work 4-02 Time, Speed, Agility and Related Aspects 4-03 Impact of Technology and Changes in Information Management 4-04 Role of Top Management in the QMS 4-05 Expanding the concept of Customer
… the future of the ISO 9001
Trust in the Standardisation
Konrad Scheiber, CEO
TrendsThe Power of Trust in the Future
Konrad Scheiber, CEO
Trends, mentionned 4 years ago
(Source: 10 Wegweiser – McK Wissen 17, 06/2006)
Increase of Global:RegionalRegional conurbations
Welfare state 2.0 (new): Aging, breaks in the social systems
Technical Revolution: Internet, nano, biomedicine, …
Hunting the best brains: Dedicated talents, high qualified persons
Be always kindly: Social accountability and profit: no contradiction
The Prius Effect or Efficiency factor 4 to 10: Saving energy, preserving ressources
Enterprises – slender is a must:Big and small need each other
Economy becomes science: Software enables better decisions
If we know, what we know:Knowlwedge as basis for a competitive edge
Conclusion: Nothing has changed, even not in the crises
Konrad Scheiber, CEO
Focus economy – 4 perspectives
Talent, qualification, motivation Strong lever, costs or investment
Storm of information and self-organisation New understanding for stability and velocity
Innovation is a driving force The unexpected connection of creativity and structure
Globalisation and Re-Regionalisation we decide if threat or chance
Konrad Scheiber, CEO
47,3
32,8
11,5
8,4
0,0 10,0 20,0 30,0 40,0 50,0
Talent, qualification,motivation
creativity vs structure
information storm vs.Self organisation
Globalisation vs Re-regionalisation
16. qualityaustria Forum - TED
In his speech „Trust in the Future“ Dr. Franz Peter Walder described 4 scenarios and perspectives, which contribute to the trust in the future. Here you see the 4 choices summarized. Which of the 4 has the hight relevance for your organization? Here are the results in %.
Konrad Scheiber, CEO
Trust in competences and management systems – options and range for innovationsWhat are the are for you the most important preconditions to grow through innovations? Please choose the three most important factors? Here are the results in %
16. qualityaustria Forum - TED
20
18
17
13
10
9
5
5
3
0 5 10 15 20 25
Culture for Innovation
motivated staff
visions
co-operations
leadership
improvement of processes
discipline
R&D
budget
Konrad Scheiber, CEO
Do you see in the next 3 to 5 years still range for innovations in the environmental area or rather not? Would you say that you see an innovation potential in the environmental area in your company? Here are the results in %
16. qualityaustria Forum - TED
9,7
29,6
38,7
22,1
0,0 10,0 20,0 30,0 40,0 50,0
marginal range
low range
big range
very big range
60% of the participants of the qualityaustria Forum see a big or very big range for innovations in the environmental area in their company.
Konrad Scheiber, CEO
Trust in the Future
Trust by transparency, frankness and honesty
Trust in integrated management systems
Trust in the competence of managers and experts
We trust in your courage for assessments and evaluations
Trust in quality work: Quality of products Quality of services Quality of organizations
The Power of Trust…
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