iso 9001-quality-management-brochure
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raising standards worldwide™
Profitfrom moresatisfiedcustomers
Profit from more satisfied customers with BSI
ISO 9001a route to satisfied customersand bigger profits
ISO 9001 is the ultimate business growth framework.
Why - because to grow, organizations need profits,
satisfied customers and more efficient ways of
working. ISO 9001 provides these benefits.
Don’t just take our word for it - thousands of BSIcustomers tell us:• 69% improve their customer’s satisfaction
• 67% improve operational performance
• 52% save money n
Why is ISO 9001 so powerful?ISO 9001 is an international standard. It has been
written by global experts, with the input of
thousands of users, over nearly 30 years. A large
number of skilled and experienced people have
made the standard as good as it can be. As a result
more than a million organizations are certified to it
and the number continues growing. No other
management system framework has ever had so
much input or scrutiny, or been so widely adopted.
What is ISO 9001about?
Put simply it’s a framework for managing quality. The
standard originally focused on product quality and
customer requirements. Following market feedback
the standard evolved in 2000 (and again in 2008) to
focus on customer satisfaction and continual
improvement.
This is because all businesses know that satisfied
customers buy more, refer more and cost less to look
after.
ISO 9001 is about keeping customers satisfied.
And for organizations to ensure their customers
remain happy, they must organize themselves to be
as efficient as possible. The result is:
• no more duplication of effort
• waste is cut out
• communication is improved
• processes are continually refined
So ISO 9001 has the effect of saving and making you
money and improving your performance.
Look after customers and profit with ISO 9001Profit from more satisfied customers with BSI2
“We have already had encouragement from large
organizations and secured business that we could
not have obtained prior to certification.”
Tony Peters,
Sales and Marketing Director, Shades of Comfort
“In particular our reject reduction programme results
clearly show the long-term benefits of implementing
ISO 9001.”
Steve Parry,
Director of Development and Quality, Metflex
Market advantage with ISO 9001 certificationBuild a business that will grow with ISO 9001“Certification gives us a clear competitive advantage.
We have reduced costs by approximately 5-10% and
have been able to maintain a challenging annual
growth target of 34%.”
Jack Bowie, QSHE Director, DB Construction Ltd.
As ISO 9001 is so well-known and so highly
regarded, organizations that are independently
assessed as using the standard correctly (certification)
have a market advantage. More customers will come
to you when you have ISO 9001 certification –
especially from BSI.
64% of BSI customers have been able to sell to new
customers or retain existing ones as a result of being
certified to ISO 9001 with BSI.
Profit from more satisfied customers with BSI
BSI Quality ROI Calculator –showing the financial benefitsof ISO 9001 certification
ISO 9001 can help you save and make money and BSI’snew, unique and free Return on Investment (ROI)calculator can show you how.
The tool is based on the findings of independentacademic researchs which shows that organizations withISO 9001 certification financially outperform thosewithout. Such financial benefits are supported by theexperiences of thousands of BSI’s customers. The toolenables you to compare the cost of certification with thefinancial benefits you could expect from it.
Support your business case for investing in ISO 9001.Request a FREE ROI calculation from BSI. Call 0845 080 9000 now.
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Profit from more satisfied customers with BSI
Why BSI?
We have the knowledge, expertise and pedigree to
help you get the most out of ISO 9001.
Whatever your objectives and position on your
journey towards quality best practice, BSI has the
solution.
Why BSI gets results:• We’ve earned our clients’ trust for over 100 years.
• We already look after more than 66,000 global
customers.
• We have an unrivalled international reputation for
excellence.
• We are the global leaders in getting the most from
ISO 9001
• We wrote the original standard and continue to
lead its development
• No one knows ISO 9001 better than BSI.
• No other organization can offer as comprehensive
a range of support solutions as we can.
• No other organization’s ISO 9001 assessors are
better trained than BSI’s. Each and every one is
continually educated and regularly assessed so that
they’re equipped to deliver genuine value to our
customers.
• No matter where you are on the ISO 9001 journey,
BSI has the tools and people to deliver value.
“I have found the BSI assessment visits to be
extremely valuable and I am always left with helpful
suggestions for improvement.”
Mrs Katie Randall,
AXA PPP Healthcare
“I continue to be most impressed by the fact that
our relationship with BSI and our client manager
remains more than just external auditor and client
but more of a partnership where two parties who
believe in the same ultimate goal can make
significant progress at every visit towards it.”
Mr Stuart Wylie,
DORMA UK Ltd
Why do our customers chooseBSI?
• 80% BSI reputation
• 50% quality of service
• 19% range of productss
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BSI gives you the information to succeed
Up-to-date information is vital to organizations
implementing and maintaining ISO 9001.
Put yourself in the know with the people whoknow best.BSI’s publications draw on a wealth of expert
knowledge from across industry. Standards and
publications can be purchased individually, as a kit,
or as part of an annual subscription.
The key ISO 9000 publications are:ISO 9000 – describes the fundamentals of quality
management
ISO 9001 – the core standard specifying the
requirements for a quality management system.
ISO 9004 – provides guidance on achieving
sustained success with a quality
management approach.
These standards and other invaluable guides
and publications are available from our online
shop at www.bsigroup.com/shop
Profit from more satisfied customers with BSI
- Assessment- Certification
QUALITY MANAGEMENTBEST PRACTICE
- ROI Calculator
ISO 9001a roadmap tohappy customersand bigger profits
From beginners through to advanced users, BSI has a broad range of Quality solutions
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ISO 9001: the sky’s the limit...
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BSI’s workshops and trainingEveryone can be an expert
BSI workshopsGet started with BSI’s facilitated and interactive
workshops, delivered on your premises. These enable
you to form the direction of your quality
management system independently. The key output
is an implementation plan which ensures that your
quality strategies and plans are quickly put in place
and shared throughout your organization.
BSI trainingAn effective ISO 9001 management system can
create a quality culture within your organization.
But engaged people are vital to power and make
them work.
No matter how robust the system, your teams need
training to help realise the full potential of ISO 9001.
BSI will assess your training requirements against the
current level of understanding within your
organization. Training courses range from a basic
introduction, through to the implementation of
ISO 9001 and onto auditing, review and
improvement.
For added flexibility a variety of courses to suit
different learning styles are available: choose from
tutor-led classroom courses, qualifications by
distance learning or online refresher courses.
Build team responsibility Through BSI training, we will ensure that your staff
are competent and skilled to implement a truly
effective ISO 9001 quality management system.
Profit from more satisfied customers with BSI 7
Maximise the value of ISO 9001
This intuitive web-based software can be
implemented easily to enable you to make
performance improvements faster. No more paper
forms, juggling spreadsheets or inconsistent data
from various sites. Entropy Software provides instant
and consistent data and schedules actions to drive
improvement. Because it’s online, it is readily and
easily available anywhere in your organization.
BSI’s unique self-assessment online toolkitThe starting point for many clients is a self-
assessment exercise. Then, working with our
independent assessment service, you can progress to
full certification depending on the requirements and
drivers within the organization.
Our Self-assessment Tool enables you to plan,
implement and review your ISO 9001 system.
It enables you to review and benchmark system
performance across different departments and
divisions within the organization.
BSI assessment and certification services– manage, monitor and maintain excellence.
Independent assessment and certification from BSI
enables you to show the world that you have
implemented ISO 9001 effectively. With BSI
certification you become members of a global club
of organizations that embody excellence.
Before the formal certification assessments, BSI can
run a gap analysis to help identify the areas that
need addressing to achieve certification. When
certification has been achieved you can be assured
that your BSI certificate will be recognized
worldwide.
Your BSI certificate will:• put you alongside some of the biggest brands in
the UK
• be recognized instantly
• be acknowledged globally.
Call one of our advisors now on
0845 080 9000to find out how BSI can help you embed the world’s
best business growth framework.
BSI’s Entropy® Software, Self-assessment Tooland assessment servicesOnce you have decided to invest in ISO 9001 you
need to think about how you will manage the
system to maximise the value.
Entropy SoftwareBSI's management system software solution is used
by leading organizations at over 14,000 sites around
the world to improve their business performance.
Profit from more satisfied customers with BSI8
ISO 9001: Bringing out the best in everyone
Profit from more satisfied customers with BSI 9
Profit from more satisfied customers with BSI
BSI quality options for small businesses
We recognize that small businesses face particular
challenges when taking on a project such as ISO
9001, so BSI has developed a range of solutions that
makes the process simpler
These include:
Starter kitsEverything you need to get you moving quickly.
The kit includes the ISO 9001 standard, other useful
publications, and discount vouchers worth over £650
off a gap analysis day, training courses and Entropy
Software.
Quick start workshopWill get you moving and can be delivered on your
premises. Get the senior team and those involved in
the project up to speed quickly and develop an
action plan for certification that will avoid the
common pitfalls and engage everyone.
Free webinarsAccess to BSI’s online library of webinars that cover
such subjects as: ‘What makes a good management
system’, ‘ISO 9001 - an introduction’, ‘ISO 9001 in
small businesses’ and much more.
Case studiesRead how other similar organizations have
implemented ISO 9001 and the benefits that they
have gained.
Plus:
• free customer networking events
• checklists and outline project plans
• regular newsletters and updates
Call one of our advisors now on 0845 090 9000 to
discuss your objectives and find out how BSI can
help.
Take care of the futureISO 9001 makes your business better, customers
happier and profits bigger
raising standards worldwide™
ISO 9001Quality ManagementBusiness casechecklist
Profit from more satisfied customers with BSI
raising standards worldwide™
ISO 9001 Quality ManagementHow it works
Profit from more satisfied customers with BSI
raising standards worldwide™
ISO 9001 Quality ManagementProject planning guide
Profit from more satisfied customers with BSI
raising standards worldwide™
ISO 9001 Quality ManagementSelf-assessmentchecklist
Profit from more satisfied customers with BSI
BSI EasyPay
Investing in ISO 9001 has never beeneasier; ask about our BSI EasyPaypayment scheme:
• Fixed prices for 3 years
• No hidden extras
• Monthly Direct Debit payments
If you are a single-site business,with less than 65 employeescall 0845 080 9000 today foryour personalised proposal.
Download your free informationpack today which includes
a comprehensive ISO 9001 product
guide, self assessment checklist,
business case checklist and project
planning guide.
Visit: www.bsigroup.co.uk/iso9001
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Meeting customer requirementsCertification to ISO 9001 has given Warnerbus
national recognition as a customer focused
organization that consistently builds high quality
vehicles. Also, according to Jo Sinfield, Director and
Quality Manager: “We have seen dramatic
improvements to our build quality, including
efficiency and cost-savings.”
Using ISO 9001 Warnerbus now knows the cost,
pricing and profit margins of its vehicle builds.
Quotations are far more accurate than before and
the organization knows how much money it is
making. Warnerbus has also started to dual source
from suppliers. It can negotiate better prices for
components and offer greater choice to customers.
Also, by having a ‘back-up’ supplier, Warnerbus will
still be able to offer the parts.
“Additionally, since the majority of motor
manufacturers now insist on a quality management
certification, Warnerbus is well prepared for
impending legislation within the industry,” says
Sinfield.
ISO 9001: Real success for small businesses
Consistently high qualityThe Mileage Company has been successfully creating
and running travel reward programmes for 22 years.
That said, the organization recognized that ISO 9001
would boost its brand reputation, and send a clear
message that the organization was committed to the
highest standards of customer service.
“ISO 9001 gives us a framework for effectively
managing the business and consistently meeting
customer requirements,” says Emma Wood,
Customer Service Divisional Manager. “Certification
is independent endorsement of our best practice,
helping differentiate us within the marketplace. Our
management team appears to have a much better
handle on our business, and employee morale is up
due to improved processes, and reduced rework and
frustration.”
The implementation was made easy by ensuring that
any new ways of working were integrated into
current business practice. Streamlined document
control and simplified processes now allow staff to
service customers more quickly, and unnecessary
paperwork has been banished.
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The BSI certification mark can be used on your stationery, literature and vehicles when you have successfully achieved certification.
BSI Group: Standards • Information • Software • Training • Inspection • Testing • Assessment •
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BSI/GM/50/0611/E/BGBritish Standards Institution
PO Box 6221Kitemark CourtDavy AvenueMilton KeynesMK1 9EP
T: +44 (0)845 080 9000F: +44 (0)1908 228180E: [email protected]/iso9001
©Copyright 2011 The British Standards Institution
* BSI customers who reported cost savings from using ISO 9001(Source: BSI Client Survey 2010)
n 2011 BSI Customer Survey results
s Financial benefits of ISO 9001 have been shown by BSIcustomer research and independent research papers publishedby Management Science; V. 51; Journal of Business &Economics Research; V. 6; International Journal of Quality andReliability Management; V. 19; managent Science; V. 47;Accident Analysis & Prevention; V. 39 Journal of OperationsManagement; V. 24; Total Quality Management/University ofHouston, Texas.