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8 3rd largest: by annual revenue 20 Years of Accreditation: Intertek was first accredited by RvA on August 7, Certificates issued: Moody = 31,825, Intertek = 14,857

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13 Audits tailored to high impact, high risk areas, based on business results, process measurements and relationship to business plan and objectives Focus shifts from basic Compliance to improvements, includes assessment of both external and internal customer expectations

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15 Current State: Utilizing the process approach to measure process and system effectiveness (effectiveness adequate to accomplish a purpose, producing the intended or expected results inputs are adequate to achieve desired outputs) Check the box, dot the I s and cross the T s primarily concerned with making sure documentation is completed correctly scratch the surface Furnish client with a pages of stuff to the client, here you go, hopefully you will find some value in here somewhere Future State: Partnering with the client to audit conformance to using a risk based, tailored audit approach focused on the clients areas of concern. Compare cust feedback / sat data to clients internal measures to check alignment. Utilizing the process approach to measure process and system efficiency and effectiveness based on companies business plan, objectives and customer feedback / satisfaction.data. (efficiency performing or functioning in the best possible manner with the least waste of time & effort exhibiting a high ratio of output to input) 15

16 Complete req d documentation focused on content what keeps the client awake at night, what s important to them. dig deep Complete req d scheme documentation including an additional executive mgmt summary report IEnable utilizing a stop light approach to highlight results / summaries SWOT based on business risks, Benchmarking on key quality elements from visit to visit 15

17 Current State: Audit planning IAW 9101D a thru m, should consider scope and complexity, criticality of products and processes, int audit results, previous audit findings, perf measures and trends for quality and OTD scratch the surface Audit processes to determine effectiveness against defined targets and objectivesscratch the surface Future State: ASD team gets with the client prior to the audit and request for each product / program to be audited: current scrap rates, customer satisfaction data / customer complaints, customer returns, concessions / waivers requested vs approved, escapes, first pass yields, int and ext audit results, critical items, special reqt s, action plans on metrics not being met digging deep Audit processes to determine effectiveness and efficiency of processes against defined targets and quotas including cost and labor stds don t stop there, ask the expert if there is anything that could be done differently or better to improve the performance, lower costs, save steps digging deep 16

18 Current State: Top Mgmt Interview IAW 9101D a thru g, Org Leadership Q Policy, Objectives, QMS implementation and improvement, commitment scratch the surface Communicate with client base ahead of audits for scheduling and coordination of audits and when clients call once per year. Future State: Ask the CEO, Company President, General Mgr: what keeps them up at night, what are some key risks and challenges facing the business in the next year or 5 years in the future that the QMS can help mitigate, ask about investments planned for training, resources, facilities, technology and equipment in the business plan that will help improve customer satisfaction and increase market share ask what the registrar can do to help the business achieve its targets and goals digging deep Proactively communicate with the client base throughout the year between visits, sharing AAQG/RMC/OPMT/IAQG data, information and documents SCMH, FAQ s, Resolution logs etc etc will help educate them on what industry is doing and why, keep them informed and prepared they will appreciate this and agree that it adds value to their organization and the relationship and help them improve their systems, products and services Communicate Qrtrly on the above and issues and concerns they need to be 17

19 aware of Clients more and more deserve and expect a return on their investment 17

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23 Process Risk analysis and its impact on the desired outputdon t just ID findings High level SWOT analysis as a report out to the management team provides a high level overview of the risk and the effectiveness of your facilities and measurable improvements that support the business strategy and objectives Audits can address requirements such as customer specific concerns, technical requirements depending on local and global requirements Select the right approach and the right auditor for the right client at the right site for the right result. You may have one approach for managing and auditing a major client for many locations which is fine but then there are many sites that need looked at and audit services tailored to their needs as 21

24 well to be successful in adding value overall and building the long term relationship 21

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