commonwealth summit malta - chogm 2015 - estelle clark
TRANSCRIPT
Improving performance, reducing risk
COMMONWEALTH BUSINESS FORUM 2015
Estelle Clark - Chair, Technical & Advisory BoardMalta 24-26 November 2015
Improving performance,reducing risk
Contents
– Setting the scene– The quality imperative; getting your products and services right first
time– build trust– enhance brand reputation– ISO 9001:2015 revision
– The value of a properly constructed and managed management system– benefits– the rise of the ‘quality professional’ – the independent viewpoint
– From compliance to performance
Improving performance,reducing risk
Setting the SceneA Case Study in Facilitating World Trade– Over 1 million certificates globally
– Seen as a ‘right to do business’ across Europe
– China fastest growing certification market
– Increasingly seen as critical to strategic growth
– Emergence of the Quality Director as a key member of the management team
Improving performance, reducing risk
The quality imperative; getting your products and services right first time
BUILD TRUST
Improving performance,reducing risk
The quality imperative; build trust
Good levels of quality in products and services don't just make our day-to-day life easier, they are good for economies by helping businesses boost sales, manage risks, contribute to innovation and ensure corporate responsibility.Conformity assessment provides the means for testing the compliance of such products and services with these expectations, in accordance with relevant standards. It helps to ensure that products and services deliver on their promises. In other words, conformity assessment builds trust.
International Organization for Standardization - November 2015
Improving performance, reducing risk
The quality imperative; getting your products and services right first time
BRAND REPUTATION
Improving performance,reducing risk
The quality imperative; brand reputation
– Companies such as the global giant Starbucks and leading UK retailer John Lewis understand that their brand name & reputation is fundamental to corporate value.
– As such, the 'halo effect' is driven by brand equity and is demonstrated by the bias shown by customers towards certain products because of a favourable experience with other products made by the same manufacturer or maker.
– The implementation and certification of management systems is a crucial tool that helps organisations drive the halo effect and increase brand reputation.
Quality, delivery, employee motivation/participation and
customer satisfaction were the key factors considered by
management. QMS certification not only delivered against these
objectives but crucially, provided BILT with increased
brand reputation and a ticket to trade.Dr Ashok
Kumar, Vice President and the plant head at BILT (Bhigwan)
Improving performance, reducing risk
The quality imperative; getting your products and services right first time
ISO 9001:2015
Improving performance,reducing risk
The quality imperative; ISO 9001:2015 revision
Improving performance,reducing risk
The quality imperative; ISO 9001:2015 revision
LRQA believes that the revision to ISO 9001:2015 will deliver increased user confidence through greater
senior management ‘quality leadership’ responsibility, tied to closer links between the
management system and product/service quality – all raising the responsibility of certification and
accreditation bodies.
Improving performance, reducing risk
The value of a properly constructed and managed management system (MS)
BENEFITS
Improving performance,reducing risk
The value of a properly constructed & managed MS; Benefits
Management systems should allow organisations to learn from the past, manage
the present and respond to the future.
Improving performance,reducing risk
The value of a properly constructed & managed MS; Benefits
– Your certified management system should:– Lead to improved systems and processes– Lead to improved product and service delivery– Help to reduce costs through increased efficiencies– Highlight areas for improvement– Identify areas of risk– Lead to improved financial performance
Improving performance, reducing risk
The value of a properly constructed and managed management system (MS)
THE RISE OF THE QUALITY PROFESSIONAL
Improving performance,reducing risk
The value of a properly constructed & managed MS; the rise of the quality professional
– The management system is no longer just in the domain of the Quality Manager; the requirement to ensure that the QMS integrates with the business processes, thereby automatically demanding the involvement of all the process owners, together with a focus on Leadership within ISO 9001:2015.
– Given the connection between management systems data and how this can be used to communicate strategic insight and influence the corporate decision making process, the rise and value of the management systems professional has never been stronger.
Improving performance, reducing risk
The value of a properly constructed and managed management system (MS)
INDEPENDENT RESEARCH
Improving performance,reducing risk
Independent research
ISO adopters have higher rates of corporate survival, sales and employment growth.
Our results indicate that companies looking for long-term supplier relationships can use ISO 9001 as a useful predictor of supplier longevity.
Professor Mike ToffelHarvard Business School
Improving performance,reducing risk
By looking where they might not have looked before, a management system can help top management control organisational risks.
Dr Nigel Croft, FCQI CQP,Chair of ISO/TC 176/SC 2;
Independent research
Improving performance, reducing risk
From Compliance to Performance
Improving performance,reducing risk
From Compliance to Performance
Certification to ISO 14001 with LRQA enabled ALcontrol to save 1.5 million KwH over the past 2 years which is a cost saving of over £100,000. For ALcontrol certification doesn’t cost, it pays.
Group Health, Safety and Environmental ManagerALcontrol Laboratories
Improving performance,reducing risk
Our SERP programme, with ISO 50001 playing a key part, helps us to better manage our energy usage. It has already resulted in multi-million euro efficiency savings worldwide comparing 2011 with 2012.
Graham Cooper, Agfa Graphics’ Global Manager forSustainability and Energy Reduction Programme (SERP)
From Compliance to Performance
Improving performance,reducing risk
We saw a 20-50% reduction in retail audit requests once we went to FSSC 22000. So we’re saving time and the costs of audits thereby enabling our people to focus on getting the product right the first time.
Global Food Safety ManagerWrigley
From Compliance to Performance
Improving performance,reducing risk
About LRQA
LRQA is a recognised, world leading professional assurance services organisation. We specialise in management systems compliance and expert advice across a broad spectrum of standards, schemes and customised assurance programmes.
We unlock the power of management systems to improve organisational performance and reduce risk.
Lloyd’s Register and variants of it are trading names of Lloyd’s Register Group Limited, its subsidiaries and affiliates.Copyright © Lloyd’s Register Quality Assurance Limited 2015. A member of the Lloyd’s Register group.
Improving performance, reducing risk
Estelle Clark FCQI CQP FRSAChair Technical & Advisory BoardLloyd’s Register LRQAT +44 (0)782 446 1010 E [email protected]
www.lrqa.com