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ISO 9001It’s in the detailYour implementation guide
BackgroundISO 9001 is the world’s most popular quality managementsystem standard and is all about keeping customers satisfi...
Your system needs to show how you consistently deliver productsand services to meet your customer’s needs. This effectivel...
Understanding ISO 9001ISO 9001 has been designed to be used by any organization, large or small, whatever its productsor s...
Understanding the Plan-Do-Check-Act principlesThe Plan-Do-Check-Act (PDCA) cycle is the operating principle of all ISO man...
Plan – management responsibilityCustomer focusFind out what the customer’s currentand future needs and expectations.This c...
Plan – resource managementThe resource management part of the standard makes sure that you review and providethe resources...
Do – Product or service realizationTypically this involvesdefining the processes for:• Sales• Design and development• Purch...
Customer satisfactionThis really involves the monitoring ofcustomer perception. It does not mean thatyou have to send ques...
tips on makingISO 9001effective for youTop management commitment is vital ifthe system is to be introduced successfully.Ma...
“Our integrated management systemcontinues to be viewed by our clients andcompetitors as a best practice guide for theindu...
12The key steps in gettingcertified to ISO 9001654321Certification and beyond – promote your certificate and your businessOnc...
BSI keeps you informedBSI’s publications draw on a wealth of expert knowledge from across industry. They are particularlyu...
14Entropy™SoftwareWhether you are starting your journeyto certification, currently implementingmanagement systems or have o...
For more information visit:bsigroup.com/certification or call +44 845 080 9000now to start your journey to a more successfu...
BSI GroupKitemark CourtDavy Avenue, KnowlhillMilton Keynes, MK5 8PPUnited KingdomT: +44 845 080 9000E: certification.sales@...
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Bsi implementing iso 9001

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Transcript of "Bsi implementing iso 9001 "

  1. 1. ISO 9001It’s in the detailYour implementation guide
  2. 2. BackgroundISO 9001 is the world’s most popular quality managementsystem standard and is all about keeping customers satisfied.Whatever sector you operate in, from manufacturing toservices, companies that work with BSI to adopt the principlesof quality management have benefited from more efficientways of working, better cost control and fast and moreeffective implementation of new working practices.This guide tells you in more detail how to embrace andimplement ISO 9001 making it work for your business.BSI, with our range of services from training to softwaresolutions, is the perfect partner to help you on your journeyto certification. Let BSI help you gain a competitive advantage.2ISO 9001 - Quality Management
  3. 3. Your system needs to show how you consistently deliver productsand services to meet your customer’s needs. This effectively includesall the tasks and activities that have to take place throughout theorganization to deliver your product or service to your customer.You must also continually review and improve the system to ensurethe best performance and that you meet future expectations.Firstly, you need to understand the standard and the task in hand.Purchasing a copy of the standard is the way to start as this providesa lot of information and guidance on implementation.The best way to achieve success within your organization is to builda project team and ensure that you communicate to the wholeorganization to get their buy in and commitment to the project.It is important that they all understand why you are implementingthe system and the benefits it will bring the organization.bsigroup.comFinding your way along thequality management journeyISO 9001 needs to work for your business and you will achieve the best results by ensuring thatthe system works for you. The management system should not do anything which doesn’t benefityour business and you’re in control to make it fit for your organization.Finance55% achievedcost savings=Positive impact onthe bottom lineProduct DevelopmentManufacturing cycles reduced by 48%**=Increased speed to marketBetter quality productsSales & Marketing71% acquired newcustomers and retainedexisting clients=Market accessProduct differentiationServices75% improved theirlevels of customersatisfaction and loyalty=Consumer confidenceIncreased satisfactionManagementCertified companiesoutperform the market bymore than 100%*=Share priceStrategic alignmentOperations75% boosted theiroperational performance=Process efficiencyReduced errorsCost savingsEffective performance managementBusiness agilityISO 9001QualityLearn more about thestandards and guidesavailable from BSIbsigroup.com/shop*2011 BSI review of stock prices over a 10 year period, comparing ISO 9001 certified companies with a benchmark index.**2011 ASQ research. BSI Benefit Survey 2011 † BSI Customer Satisfaction Survey 2012. 3
  4. 4. Understanding ISO 9001ISO 9001 has been designed to be used by any organization, large or small, whatever its productsor services and can be the backbone to creating a more successful business. Here we explain someof the basics and how to start implementing ISO 9001 so you can reap the benefits.A management system is simply the way an organization manages its processes, people andother resources so that its products or services meet their objectives and customer requirements.For example, your objective may be to ensure that you produce quality products to your customersor comply with statutory regulations. The system should be both flexible and scalable to yourbusiness and helps embed a culture of continual improvement.ISO 9001 provides a set of requirements to operate a quality management system and representsinternational best practice for managing quality. It is built around eight management principlesthat guide and inform everything in it. They are:Customer focusYou need to understand current and future customer needs.You should meet customer requirements and strive to exceedcustomer expectationsLeadershipLeaders are responsible for defining the organization’s goalsand objectives and maintain an environment where peoplecan operate effectivelyInvolvement of peopleEveryone in your organization is key to its success and theirfull involvement enables their skills to be used to the maximumbenefit for themselves and youProcess approachWhen activities are seen, understood, managed and deliveredthrough clear business processes, your objectives are morelikely to be achievedSystem approach to managementWhen you identify, understand and manage interrelatedprocesses as a system, it contributes to achieving yourgoals and objectivesContinual improvementContinually improving your organization ensures that yourperformance will increase and change over time to reactto future challengesFactual approach to decision makingEffective decisions are based on understanding realdata and information and this will help you make theright decisionsMutually beneficial supplier relationshipsYour suppliers can be key to your business and it’s importantto work closely with them in a mutually beneficial way to createvalue for both organizations.“We’re very proud that, by achievingISO 9001 certification with BSI, we’veconfirmed our commitment to our staff,members and travel partners.”Emma Tickle, Avios CC Global Support Divisional Manager,Avios UK4ISO 9001 - Quality Management
  5. 5. Understanding the Plan-Do-Check-Act principlesThe Plan-Do-Check-Act (PDCA) cycle is the operating principle of all ISO managementsystems standards, including ISO 9001. By following this cycle, you can effectivelymanage and continually improve your organization’s effectiveness.Whether you are the Managing Director setting thedirection of the business, or an individual focusingon a specific task, the PDCA cycle is very useful inachieving continual improvement.PlanEstablish objectives and draft your plans(analyze your organization’s current systems,establish overall objectives, set interim targetsfor review and develop plans to achieve them).DoImplement your plansCheckMeasure and monitor your actual resultsagainst your planned objectivesActCorrect and improve your plans to meetand exceed your planned resultsROICalculator Find out more about our interactiveBSI quality ROI calculator and howBSI can help you bsigroup.com/ROI5bsigroup.com
  6. 6. Plan – management responsibilityCustomer focusFind out what the customer’s currentand future needs and expectations.This can be achieved through feedbacksurveys or talking to some key customers.Quality PolicyUse the information gathered from thecustomer to write a quality policy that isrelevant and applicable to your organization.ObjectivesEstablish measurable objectives forthe organization to help you achievethe aims of the quality policy.Plan the systemAllocate responsibilities andestablish effective processesto achieve your objectives.Review the systemReview the operation of your systemat regular intervals and improve wherenecessary. Ensure all appropriateresources are provided.Top level management must be committed to the development and involvedin the implementation of your quality management system. And this partof ISO 9001 provides you with a powerful planning tool.These individual requirements take managers through the following activity:6ISO 9001 - Quality Management
  7. 7. Plan – resource managementThe resource management part of the standard makes sure that you review and providethe resources needed to implement and improve the system.Resources are looked at in three ways: people, infrastructure and work environment.People• Decide the competencies and skillsneeded within the organization.• Then look at the people you have andidentify gaps in existing competencies.• Fill those gaps by providing trainingand coaching or encourage self-learning.• Then go on to see how effective theactions taken have been in helping youachieve the necessary competence forthe business.• Through this technique you always knowwhether the training you provide is actuallyadding value to the organization andcontributing to results.InfrastructureThis involves the facilities andequipment you need to performeffectively. Start by determiningand providing what is needed andensure that you review this regularly.Work EnvironmentHere you look at the conditions underwhich work is performed and ensurethat this is appropriate for meetingcustomers’ requirements. Again,you will need to ensure that thisis reviewed regularly.“Our staff welcomed the implementationof a consistent and documentedapproach and it is evident that themanagement system adds value to ourdaily operation. ISO 9001 continues togive us improvements and as a resultwe are able to conduct our businessin a more effective and efficient way.”Suzanne Ralton, Managing DirectorAgua Fabrics Ltd7bsigroup.com
  8. 8. Do – Product or service realizationTypically this involvesdefining the processes for:• Sales• Design and development• Purchasing• Production / operational /service activities• DeliveryDon’t worry if some of the topics heredo not relate to you. Remember ISO 9001is designed to be used by all types oforganizations. You simply concentrateon the areas relevant to you.Make sure at each stage that peopleunderstand their role and arecompetent to carry out tasks in linewith business policies and procedures.You now have the commitment and direction from management and the necessaryresources to do the job.ISO 9001 goes on to give you a set of requirements for managing the work you do.Start with planning and plan the journey from the point where the customer asksfor something, right through to delivery (and beyond if necessary).8“When you think ofquality, the benchmarkis the British StandardsInstitution”.Tony Peters,Sales and Marketing Director,Shades of ComfortISO 9001 - Quality Management
  9. 9. Customer satisfactionThis really involves the monitoring ofcustomer perception. It does not mean thatyou have to send questionnaires to yourcustomers. There are many different waysof monitoring perception. You can usemethods relevant to your business.Internal auditConduct reviews of your system to makesure that things are going to plan.Monitoring and measurementof products and processesIndividual processes drive the system and it isimportant that they are operating effectivelyand efficiently. Products should be alsomeasured and monitored to ensure that youare meeting the customer’s requirements.Control of non-conformingproductsIf something goes wrong, proceduresshould be in place to ensure the problemis controlled and dealt with appropriately.Analysis of dataUsing the standard effectively will producedata on how effective your systems are.Use the data to find improvements.Continual improvementOne of the key objectives of the standardis to make sure that your organizationimproves. Using the results of the analysiswill help you to determine where thoseimprovements can be made.Check and Act – measurementanalysis and improvementOnce you have delivered to your customers, don’t stop! Go on to find out whether they aresatisfied. Take other measurements of the system’s performance, analyse these and identifythe areas for improvement. Again, the standard provides you with a set of requirements forachieving this using tried and tested techniques.9bsigroup.com
  10. 10. tips on makingISO 9001effective for youTop management commitment is vital ifthe system is to be introduced successfully.Make sure senior managers are activelyinvolved, approve resources and agreethe key processes of the business.Review systems, policies, procedures andprocesses you have in place at the moment.Then compare those with what ISO 9001asks for. You may be surprised how muchyou already do. The standard will allow youto keep the things that work for you whilerefining those that don’t.Make sure you have good internalcommunication channels and processeswithin the organization. Staff need to beinvolved and kept informed of what’sgoing on.Give some thought to how departmentswork together. It’s important that the peoplewithin your organization don’t work inisolation but work as a team for the benefitof the customers and the organization.Don’t ignore the impact that introducingthese systems will have on your customersand suppliers. Speak to them to gain insightas to how they view your service and howthey feel improvements could be made.Clearly lay out a well-communicated planof activities and timescales. Make sureeverybody understands them and theirrole in achieving them.The nature and complexity of yourdocumentation will depend on the natureand complexity of your organization.ISO 9001 only defines the need for sixprocedures. What you have in additionto this is up to you.Make the achievement of ISO 9001 engagingand fun. These will increase motivation.Train your staff to carry out audits of thesystem. Auditing can help with an individual’sdevelopment and understanding as well asproviding valuable feedback on potentialproblems and opportunities for improvement.And lastly if you feel you are doing somethingjust for the sake of the standard and it doesn’tadd any value to you as a business – questionwhether it’s necessary. Nine times out of 10it won’t be needed.101 678910102345ISO 9001 - Quality Management
  11. 11. “Our integrated management systemcontinues to be viewed by our clients andcompetitors as a best practice guide for theindustry. The disciplines we have embracedto gain registration have been instrumentalin moving our business forwards.”Rob Norwell, UK Compliance ManagerStralfors Plc“WAYC prides itself on being a “No.1”provider of services to young peoplein Warwickshire. To now be an ISO 9001awarded organisation underlines thisstatus and this will enhance our positionin the eyes of prospective funders whenthey consider supporting our work.”Chris Cox, Chair of TrusteesWarwickshire Association of Youth Clubs11“We are continually developing in order to providethe best service to our customers that we possiblycan. The ISO certification with BSI ensures weremain committed to developing and enhancingservices, in addition it evidences our approach toquality which leads to us meeting pre-qualificationquestionnaire expectations”Neil Bancroft, Service Improvement ManagerPeaks and Plains Housing Trustbsigroup.com
  12. 12. 12The key steps in gettingcertified to ISO 9001654321Certification and beyond – promote your certificate and your businessOnce the assessment has been successfully completed, we’ll issue a certificate of registration, clearlyexplaining the scope of your management system. The certificate is valid for three years, and your assessorwill visit you regularly to help you make sure you remain compliant, and support you in the continualimprovement of your systems.Formal assessment to achieve your ISO 9001 certificateWe’ll do a two-stage assessment. First an initial review of your management system againstISO 9001 identifying any omissions or weaknesses that need resolving before Stage 2 whenwe’ll conduct a full assessment.Gap analysis to make sure you are on trackWe can carry out an optional gap analysis, also called a Pre-Assessment, of your existing managementsystem against the requirements of the standard and identify any omissions or weaknesses that needresolving before formal assessment.Make sure your staff have the necessary skillsWhether you’re seeking to implement a management system or would like to increase your generalawareness of the standard, there are a range of workshops, seminars and training courses availableto help you.Complete BSI’s application formOnce we have received your completed form, we’ll assign you a Client Manager, who will be your pointof contact through the process – and beyond. They’ll have an excellent understanding of your businessarea and will support you as you move forward to the assessment and certification of your qualitymanagement system.Make contactWe can discuss what you need, and recommend the best services for you. We’ll then give you a proposaldetailing the cost and time involved.ISO 9001 - Quality Management
  13. 13. BSI keeps you informedBSI’s publications draw on a wealth of expert knowledge from across industry. They are particularlyuseful when you are getting started. Standards and publications can be purchased individually,as a kit, or as part of an annual subscription.The key ISO 9000publications are:ISO 9000It describes the fundamentals of qualitymanagement and defines terms usedin the ISO 9000 quality management‘family’ of standards.ISO 9001:2008Is the core document. It specifiesthe requirements for a qualitymanagement system.ISO 9004It provides guidance to organizations tosupport achieving sustained success witha quality management approach. ISO 9004is not something you can get a certificationfor, but it helps businesses ‘turbo-charge’their ISO 9001 systems.BSI TrainingBSI has a comprehensive range of ISO 9001 training courses.Our introductory courses broaden general awareness of customerfocused business practice and our implementing and auditingcourses can take that knowledge further.We are one of the world’s leading providers of training, information and knowledge onstandards, management systems, business improvement and the achievement of regulatoryapproval for products.We have a team of expert tutors working across the world who can transfer the knowledge,skills and tools your people need to embed standards of excellence into your organization.They have vast amounts of training and assessment experience. They know best how totransform your organization by training those who can make that change – that’s how weturn our experience into your expertise.Visit bsigroup.com/training or call +44 845 086 9000 for details.BSI supporting youevery step of the way13bsigroup.com
  14. 14. 14Entropy™SoftwareWhether you are starting your journeyto certification, currently implementingmanagement systems or have obtainedcertification already, ensuring you getthe most from your investment will bekey drivers to your future success.To experience real, long-term benefits ofcertification organizations need to ensureongoing compliance to a standard so thatit becomes an embedded habit. As thestandards expert, BSI makes it easierfor our clients to drive continualimprovement and deliver long termexcellence through our innovativesoftware solution Entropy™Software.BSI Entropy™ Software provides a powerfulmanagement solution that significantlyreduces the cost and effort needed toproactively manage risk, performance andsustainability activities. Entropy Softwaremaps to the requirements of the ISO 9001standard for Quality Management Systemsand provides organizations with the toolsnecessary to manage essential elementsof ISO 9001 across your organization -all in one solution.Used globally, by companies of all sizes,Entropy™Software provides a numberof innovative features that can acceleratethe time it takes to obtain certification andafter accelerate: on average by 50% andwill also drive continual improvement ofmanagement systems once certificationis achieved.Composed of five core modules and a basesystem, Entropy™Software allows usersto add and integrate any number ofdisciplines into their management processand provides a complete frameworkin effectively managing risk, audits,performance, incidents, and knowledgeacross the organization.Accelerate implementation time and improve continual management of systems.For further informationplease visitbsi-entropy.com,call +44 845 080 9000or emailinfo.entropy@bsigroup.comISO 9001 - Quality Management
  15. 15. For more information visit:bsigroup.com/certification or call +44 845 080 9000now to start your journey to a more successful business.Independent assessment by BSI will assure you and yourkey stakeholders that your quality management systemmeets the requirements of ISO 9001.Before the formal certification assessments, BSI canperform a gap analysis (a review of what you do comparedto the standard’s requirements) to help identify the areasthat need to be tackled to achieve certification smoothly.When your certification has been awarded by BSI youhave a market differentiator that is recognised worldwide.BSI also works with you to promote your achievement.Use your certificate topromote your business15bsigroup.com
  16. 16. BSI GroupKitemark CourtDavy Avenue, KnowlhillMilton Keynes, MK5 8PPUnited KingdomT: +44 845 080 9000E: certification.sales@bsigroup.combsigroup.com2013We know ISO 9001;BSI shaped the original standard.BSI...• Shaped the original standard and continue to lead its development• Has the most highly trained assessors• Offers the widest range of support solutions in the market place• Is the number 1 certification body in the UK, USA and Korea• Looks after more than 65,000 global clients• Has an unrivalled International reputation for excellence©BSIGroupBSI/UK/134/SC/0213/en/DD

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