BSI AND BS QUENTIN DUNSTAN PRINCIPAL CONSULTANT PERFORMANCE IMPROVEMENT BSI PROFESSIONAL SERVICES EMEA

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2 BSI AND BS QUENTIN DUNSTAN PRINCIPAL CONSULTANT PERFORMANCE IMPROVEMENT BSI PROFESSIONAL SERVICES EMEA

3 BS Who is BSI Standards BS Implementing The Guiding Principles

4 WHO IS BSI? Leading Global Standards Creation Body: British, European, ISO, Public, Private The UK National Standards Body: The source of British Standards Specialist Focus on Standards Creation, Training and Certification Global Network: 72,000 clients in 152 countries worldwide including governments, global brands and SME s Global Focus: employees over half are employed outside of the UK Experienced: The world s first National Standards Body established in 1901 and a founding member of ISO Thought Leaders: Shaped the world s most adopted standards, incl. ISO 9001, ISO 14001, OHSAS 18001, ISO Trusted: We re a Royal Charter Company, reinvesting profits back into our business to improve our clients experience

5 A TRULY GLOBAL BRAND AND NETWORK TRUSTED AND RECOGNIZED Clients in 152 countries 67 offices worldwide 3 regional hubs in UK, US and Hong Kong Global key account management Facilitating governance, risk & compliance Certifying and verifying global suppliers Stimulating international trade

6 OUR COMPREHENSIVE PORTFOLIOS ENSURE YOUR CORPORATE REPUTATION REMAINS SECURE

7 STANDARDS: THE 100 YEAR JOURNEY Product Specification Standards Business Process Standards Business Potential Standards Beginning in 1901, initial Standards focused on product specifications to harmonize and facilitate commerce and reduce duplication Railroad gauges Steel specifications Construction standards Agricultural commodities Consumer and electrical products Personal safety equipment Medical devices Product Specification Standards remain relevant today driving interoperability and innovation in areas such as smart cities and regenerative medicine (e.g. stem cells) The next generation of standards focused on business processes to ensure consistent quality output BSI shaped the original standards for: Quality Management (ISO 9001) Information Security (ISO/IEC 27001) Environment Management (ISO 14001) Health & Safety (OHSAS 18000) IT Services Management (ISO/IEC ) Business Continuity (ISO 22301) Sustainable Events (ISO 20121) BSI s new generation of Standards are centred around people behaviour and values to help organizations reach their full potential and protect their corporate reputation Key standards include: Anti-Bribery Corporate Social Responsibility Collaborative Business Relationships Inclusive Service Provision Product Specification Standards Founded

8 BS 18477:2010 Requirements Examples Scenarios Guidance Solutions Advice Shall & Should

9 STRUCTURE OF BS Clause Title 0 Introduction 1 Scope 2 Terms and definitions 3 Guiding principles 4 Understanding risk factors 5 Planning, design and development of inclusive service delivery 6 Compliance, evaluation and improvement

10 SO WHAT IS IT ALL ABOUT By providing a flexible and inclusive service, organizations can make their services accessible to a larger number of consumers, giving them confidence that their needs can be met. By recognising signs of vulnerability and dealing with them appropriately, service organizations can increase satisfaction and build confidence in their brand. This British Standard gives the organization clear guidance on how to recognize consumers who could be vulnerable, and how to provide inclusive services so that they are able to meet the needs of all consumers and are also in a stronger position to comply with the UCPD [2], the CPR [8] and other pertinent legislation, such as the Disability Discrimination Act [3] and equality and human rights laws. The Board, chief executive officer and senior management shall demonstrate a clear commitment to the principles specified in 3.2 to 3.10 through, for example, disability equality training, raising awareness and issuing policies, practices and codes of conduct. These shall be clearly communicated down to employees at all levels within the organization to ensure that consumers who might be vulnerable are identified and served appropriately.

11 BEFORE YOU IMPLEMENT DRAW A PICTURE.. Leadership commitment Compliance evaluation and improvement Guiding principles Understand the Risk factors Planning and delivering an inclusive service Gap analysis Train - Implement

12 9 GUIDING PRINCIPLES Commitment Resources Skills Knowledge Attitude Competence Accessibilit y Communication Confidential ity Fairness Awareness

13 UNDERSTANDING RISK FACTORS Common risk factors are: a) age; b) disability or other impairment; c) mental health issues; d) low income; e) basic skills: literacy and numeracy; f) inexperience or lack of knowledge of a particular subject; g) sudden change in circumstances, e.g. bereavement, divorce, illness or loss of employment; h) complexity and confusion: difficulty of accessing and understanding large amounts of information; i) balance of power: lack of competition and or choice; and j) caring responsibilities.

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