A Message from the President

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1 SEPTEMBER 2015 theregistrarco.com A Message from the President Welcome to our inaugural issue of the TRC Newsletter. Our purpose in publishing a regular newsletter is to provide our clients with a regular source of news and information about our organization and the ISO world. I am hoping that our customers will find this to be informative and newsworthy. Our newsletter and our commitment to provide additional value added information to our clients is part of our overall objective of being the most value added Registrar operating in the world. As part of our ongoing customer satisfaction process, clients are asked to complete a customer survey following their audit. This helps us ensure that we are providing a level of service that is expected by our clients. We have implemented the customer satisfaction system developed by Fred Reichheld in his book The Ultimate Question. Every client is asked a short series of questions. However, the Ultimate Question (How likely is it that you would recommend TRC to a friend or colleague) is asked of every client and the net promoter score is measured and trends tracked. Worldclass organizations net promoter score is typically between 75% and 80%. Our score is as follows: 2014: 97.11% 2013: 96.13% 2012: 95.45% 2011: 94.76% 2010: 92.45% The Net Promoter System is a way of doing business. It requires every level of our organization to be rigorously, consistently focused on the quality of customer and employee relationships first. Installing the Net Promoter System is a strategic commitment by our company to ensure we are the best in the business. The link between customer loyalty and true, sustainable, organic growth is well established, and provides TRC with powerful, measurable data that ensures we are doing right by our customers and employees. It is the business equivalent of the Golden Rule: treat others as you yourself would want to be treated. I encourage all of our customers to contact us at anytime to offer a suggestion for improvement. This is the lifeblood of our organization. Enjoy the newsletter. I look forward to your feedback. New ISO health & safety standard to be released In October 2013 a project committee, ISO PC 283, met in London to create the first working draft of ISO Using OHSAS the internationally recognized and adopted British Standard for Occupational Health and Safety as the blueprint, the standard will also be aligned with ISO 9001 (Quality Management) and ISO (Environmental Management). There are currently 50 countries and international organizations, including the International Labour Organization, involved in this work. The new standard is expected in October BS OHSAS Before 1999, organizations had to choose from a range of national health and safety standards and proprietary certification schemes. But this led to confusion and fragmentation in the market, while undermining the credibility of continued on page 5

2 ISO 9001: 2015 Expected to be Published this Month ISO 9001 reached the Final Draft International Stage on July 9, 2015, and was forwarded to all ISO members for voting. The voting period closed on September 9, The ISO 9001:2015 international standard is on track to be published by the end of September. One of the major changes you will see in the ISO 9001 standard is the move to align with the 10-clause structure and core text referred to as Annex SL. The new clauses consist of the following: 1. Introduction on seeking opportunities for improvement. There have also been changes to terminology. The term documented information now replaces the terms document and record, with no distinction between and the two. Control of externally provided products and services replaces the terms purchasing and outsourcing. TRC will be offering an update session that will go through the changes. 2. Normative References 3. Terms and Definitions 4. Context of Organization 5. Leadership 6. Planning 7. Support 8. Operations 9. Performance & Evaluation 10. Improvement This structure will be used for all Management System Standards moving forward. It will benefit the many organizations who operate integrated management systems, making it more efficient to address multiple management system requirements. There are two new concepts that have been added as Once the standard is published there will be a three-year transition timeline. a result of the Annex SL structure to all Management System Standards. The first is a requirement to develop a more complete understanding of the Context of the Organization, which can be looked at as clearly understanding an organization s business environment. As ISO explains, one size does not fit all. The second is the addition of risk-based thinking. This requires organizations to address risk with identification and mitigation. Other changes include making the process approach stronger and more explicit and increasing the emphasis Changes in the new revision make an effort to allow the requirements to be more compatible with services and non-manufacturing users. Other beneficial changes include enhanced leadership involvement in the management system and aligning QMS policy and objectives with the strategy of the organization. Once the standard is published there will be a three-year transition timeline to ensure organizations systems meet all of the new requirements. TRC will be publishing their detailed transition requirements to all clients in the next few months. Should you have any questions regarding the new ISO 9001:2015 Standard please contact Emily Delisle, VP of Accreditation (edelisle@theregistrarco.com). Update Sessions We will be offering update sessions that will go through the details of Annex SL, and changes to ISO 9001:2015 as well as ISO 14001:2015. It will also give participants an update on what to expect in the new Health and Safety Standard, ISO 45001, on track to be released in These sessions will take place at our Guelph, ON office at 291 Woodlawn Road W. Unit #3C, Guelph, Ontario, for just $99 per person. (All current TRC clients are invited to send one participant free of charge.) October : 9:00 AM - 12:00 PM November 12, 2015: 2:00 PM 5:00 PM For more information or to book your spot now, please contact Client Services Manager Jennifer McCormick (jmccormick@theregistrarco.com, ext. 102). Emily Delisle is the Vice President of Accreditation at The Registrar Company.

3 ISO announces the publication of ISO 14001:2015 ISO 14001:2015 which sets out the requirements for an environmental management standard, is one of the world s most widely used standards and a key business tool for many organizations. With more than certificates issued globally every year, it ranks high on the agenda of many organizations worldwide who place importance on their environmental impact. A newly revised version has just been published, to ensure it remains relevant to the marketplace. ISO 14001:2015 responds to the latest trends, such as an increasing recognition by companies of the need to factor in both external and internal elements that influence their impact, including climate volatility. An increased alignment with strategic direction Greater protection for the environment, with a focus on proactive initiatives More effective communication, driven through a communications strategy Life-cycle thinking, considering each stage of a product or service, from development to end-of-life This article was originally posted on ISO.org. For more information visit: news_archive/news.htm?refid=ref1999 Other key improvements in the new version include: A greater commitment from leadership TRC Company News We are Growing We are currently recruiting for the brand new position of Vice-President Operations, located at our Guelph office. The addition of a VP will improve our ability to provide more value added services to our clients. Specifically, the VP will be responsible for the following: Oversight of the accreditation business Management of our audit staff Management of our Client Service staff As we continue to grow, we continue to expand our sales and marketing resources. We are currently looking for highly enthused customer service oriented individuals for the following sales and marketing positions: Sales Manager Sales Specialist Independent Sales Agents Detailed job descriptions are available on our website. In an attempt to provide our clients with qualified local auditors, we have begun using the website isoupdate.com to post all of our open sub-contract auditing assignments that we are looking to fill. The assignments typically range from one to five days. We are Moving On February 1, 2015, we are delighted to be moving to a new and improved office in the south part of Guelph, Ontario closer to major highways allowing improved and easier access for our clients. The new office is more environmentally friendly and will provide greater effectiveness for the TRC staff to work together. The year 2014 was the 11th year of a regular annual increase in our overall revenues. TRC continues to grow in the ISO marketplace. This is an indication that we are becoming recognized as the leading Registrar in North America. Our accreditation department is working to ensure the ISO 9001 and ISO standard updates are implemented effectively and on time throughout our organization. We have offered a public training program covering the changes to ISO 9001, ISO and OHSAS a number of times recently. If you have any questions on the new updates, please contact Emily Delisle at

4 Auditor Profile: Tammy Donoghue Name: Tammy Donoghue Position at TRC: ISO 9001, ISO and OHSAS Lead Auditor Professional experience Senior management consultant with more than 20 years of documented success directing the implementation of management systems, leading to streamlined processes, improved on-time delivery performance, increased customer satisfaction, and organization profitability. Successful implementation of over 30 quality, environmental, and health and safety management systems at various organizations. In your own words, how do you strive to do a quality job when auditing? It is critical to understand the client s business and how they meet the intent of the standard. I challenge the client to strive beyond these standard requirements to continually improve. This includes defining objectives that are meaningful and directly associated to the company s overall strategic business plan. How has TRC helped you in your career development? TRC has given me exposure to a variety of industries and enabled me to fully utilize my skills and education. What accomplishment (career or personal) are most proud of? Experienced training provider who has developed and delivered training courses on a variety of quality management topics. Major accomplishments I was on the initial ISO audit team that recommended the first organization in Canada to be ISO registered. I designed and implemented an ISO management system that effectively reduced the organization s negative impact to the environment while achieving a substantial cost saving for the organization. I designed and implemented an OHSAS management system that reduced lost time injuries. I designed and developed ISO 9001 management systems that reduce the cost of quality by identifying true root cause of defects and designing out defects from the product and process. Top highlights of your career Audited DWQMS (drinking water quality management system). DWQMS was developed as the result of the Walkerton Inquiry. Vice President of Major Accounts management audit activities of national/multinational organization(s). What is the main challenge of your job (auditing)? After graduating, in my first job, I was tasked with designing, implementing and maintaining ISO compliant management systems. I developed processes, procedures and work instructions for the manufacturing, testing and qualification of new and existing products. Doing this type of foundational work gave me the confidence I needed to embark on my career path. It is critical to understand the client s business and how they meet the intent of the standard. Personal motto or mantra Stay positive. There is no right or wrong, just a road to continuous improvement. What are your hopes for our industry? That more focus is placed on the benefits of developing and managing the quality process. Is there something people may be surprised to know about you? I will be running the Scotiabank Toronto Waterfront Half Marathon in October Favourite place to travel/vacation Anywhere south :) Not crossing the line between auditing and consulting, yet still providing value to the client.

5 ISO health and safety standard continued from page 1 individual schemes and creating potential trade barriers. Drawing on the best of these existing standards and schemes, the OHSAS Project Group published the OHSAS Series in The Series had two specifications: focused on the requirements for an effective OHS management system, while offered practical implementation guidelines. By 2005 around 16,000 organizations in more than 80 countries were using OHSAS In July 2007, the OHSAS specification was updated and more closely aligned with the framework of other management system standards such as ISO This helped organizations to bring their existing management systems more easily in line with the standard. ISO Even though various parties have expressed the need for an international health and safety standard for some time, many global organizations were concerned about how it would affect and work with their local regulations. To address these challenges and protect workers around the world, the International Labour Organization (ILO) is a key player in the development of ISO Why the world needs ISO Every day across the globe, horrific statistics for health and safety incidents, accidents and their related costs are recorded. Although companies tend to use generic health and safety guidelines or national and consortia standards, none of these demonstrate global conformity. A recent OHSAS Standards and Certificates Survey has shown a rapid increase in the use of OHSAS and other equivalent standards over the last decade. With over 127 countries currently using these standards, there s a worldwide need to harmonize health and safety management systems using an international standard and share best practices. Making a global difference The need for an international standard in this field can be seen at local, national, regional and global levels applying to both developing and developed countries. With an international standard to refer to together with the right infrastructure there s a worldwide need to harmonize health and safety management systems... and training, these organizations will be able to address their risks better in future. More and more companies also want detailed information about their suppliers occupational health and safety practices to protect their brands. This motivates suppliers to implement better and internationally recognized systems to establish good health and safety practices. Third party certification helps to demonstrate that a business is meeting its requirements effectively whilst the process of achieving and maintaining certification helps ensure that it is continually improving across all areas of the organization. ISO will support new areas of management systems to ensure better compatibility and systems governance, making the implementation within an organization a lot smoother. Once published, the standard will apply to any organization wishing to: Establish and implement an internationally recognized occupational health and safety management system to reduce or minimize risks to personnel and other relevant parties Maintain and constantly improve their health and safety performance Keep all operations in line with their stated health and safety policies to an internationally recognized standard The following timeline gives an idea of what will happen in next two years. Although the project committee is using BS OHSAS as the model for ISO 45001, they are still subjected to the consensus approach used to develop all new ISO standards.the project committee has produced ISO s first working draft in October They also created an outline project plan for the rest of their meetings and the remaining drafts all in line with standard ISO procedures. Over the next three years, they will meet a number of times to develop the standard further and make sure all the countries involved with this work agree. The draft standard will be made available at the DIS and FDIS stage when interested parties can review and register their comments via their respective National Standards Body. Michael Delisle is the President & CEO of The Registrar Company.

6 WORKSHOP SCHEDULE 2015 Join us to boost your team s performance and streamline your accreditation process. September 25 September 29 October 5-6 October 8-9 October October 22 November 2 November 3 November 5 November 6 November 9-10 November 12 November 20 November December 1-3 December 4 December 7 December 8-10 December 11 December 14 December Overview of Lean Principles Root Cause/Problem Solving Workshop Value Stream Mapping Work Cell Design ISO Internal Auditor ISO Update Session 5S Root Cause/Problem Solving Workshop Lean Launch Strategies Core Tools Upgrade for Internal Auditors 8-D ISO Update Session Line Balancing Value Stream Mapping ISO 9001 Internal Auditor Total Productive Maintenance Overview of Lean Principles ISO 14001/OHSAS Internal Auditor Kaizen Visual Factory Work Cell Design For more information or to register, contact us at info@theregistrarco.com CONTACT TRC CANADA 291 Woodlawn Road W. Unit #3C Guelph, Ontario N1H 7L Fax: U.S.A Preston Road Suite 400 Plano, Texas Copyright The Registrar Company Inc. 2015