Getting started with ISO 9001

Transcription

1 Getting started with ISO 9001 Driving quality and performance Copyright 2013 BSI. All rights reserved.

2 Outline Why is customer satisfaction important? Background Why is it needed? to ISO 9001 What is is ISO ISO 9001? The Who principles does ISO and 9001 model apply that to? underpin ISO 9001 Who Benefits does of ISO implementing 9001 apply to? ISO 9001 Benefits Why BSI? of implementing ISO 9001 Your Your ISO BSI 9001 ISO journey 9001 journey with BSI with BSI Why BSI? Copyright 2012 BSI. All rights reserved. 05/07/2013 2

3 What is ISO 9001? ISO 9000 was first published in 1987 and was based on the BS 5750 series of standards developed by BSI ISO 9001 is a bit special. It is not just the latest management fad. It has been around for nearly thirty years as a management system for organizations It is one of the most successful and long lasting management tools ever created Over 1.1 million organisations worldwide are now registered to ISO 9001 (ISO Survey 2011) Copyright 2012 BSI. All rights reserved. 3

4 What is the aim of ISO 9001? Improving customer satisfaction through improved operational consistency and continual improvement. Copyright 2012 BSI. All rights reserved. 4

5 ISO 9001 is built on eight management principles Customer focus Leadership Involvement of people Process management Systems approach to management Factual approach to decision making Continual improvement Mutually beneficial supplier relationships Copyright 2012 BSI. All rights reserved. 05/07/2013 5

6 Quality Management Process Model Continual improvement of the Quality Management System Management responsibility Customers Customers Resource management Measurement, analysis and improvement Satisfaction Requirements Input Product realisation Product Output Copyright 2012 BSI. All rights reserved. 6

7 Plan-Do-Check-Act and Continual Improvement Process based business systems follow: PLAN 1 PLAN 2 ACT DO ACT DO CHECK CHECK Continual Business Improvement Copyright 2012 BSI. All rights reserved. 7

8 Audience Copyright 2012 BSI. All rights reserved. 8

9 Benefits Improved company performance Improve processes and procedures Reduced costs through process improvements Improved staff satisfaction Consistency of approach within and across organizations ISO 9001 Demonstrate commitment and enhance reputation Access to tender processes / new market opportunities Reduce risk of customer dissatisfaction Framework for all your business systems Improve profits Copyright 2012 BSI. All rights reserved. 9

10 ISO 9001 works for BSI s clients! UK stats: 75% of businesses improve their levels of customer satisfaction and loyalty 77% of businesses improve their operational performance 74% of businesses acquire new customers & retain existing clients 44% of businesses achieve cost savings Copyright 2012 BSI. All rights reserved

11 Customer feedback We re very proud that, by achieving ISO 9001 certification with BSI, we ve confirmed our commitment to our staff, members and travel partners and confirmed we give Avios scheme members outstanding Customer service. Emma Tickle Avios CC Global Support Divisional Manager Avios UK Copyright 2012 BSI. All rights reserved. 05/07/

12 Customer feedback Put simply, we have gained not only prestigious contracts, but also credibility and confidence in the workplace as a result of our ISO 9001 and ISO certificates Tony Peters Sales and Marketing Director Shades of Comfort Copyright 2012 BSI. All rights reserved. 05/07/

13 A simple guide for your ISO 9001 journey with BSI Understanding Implementing Getting Certified Making Excellence a habit BSI website & brochure BS ISO 9001 standard Introduction to ISO 9001 training Webinars Case studies Implementing ISO 9001 training Self assessment checklist BSI Entropy software BS ISO 9001 Internal Auditor training GAP assessment BSI certification assessment BS ISO 9001 Lead Auditor training BSI s unique client portal BSI Entropy software. BSI Lean six Sigma training Copyright 2012 BSI. All rights reserved. 05/07/

14 Why BSI? Relevant: we re the business standards company that can help your organization improve by improving performance, managing risk more effectively and enabling sustainable growth Global Network: helping you grow internationally and manage compliance throughout your supply chain Over 100 years experience: the world s first National Standards Body and a founding member of ISO Complete: offering end-to-end solutions from Standards writing to training, assessment and ongoing support services Industry thought leaders: we continue to shape the world s most widely adopted standards, so you can stay ahead Connected: lobbying and assisting governments to help promote the role of standards alongside regulation Committed: helping communities develop standards to self regulate and harmonize Trusted: a Royal Charter Company that invests in creating new standards and improving clients experiences of working with BSI Our credo Making Excellence a Habit is our commitment to excellence in client service and innovation Copyright 2012 BSI. All rights reserved. 7/5/

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