This document provides information about ISO 9001:2008, which establishes standards for quality management systems. It discusses the key aspects of a quality management system that are evaluated during external audits, including quality processes, management responsibility, resources, product realization, and measurement/improvement. The document outlines the roles of the ISO manager and executive, how internal audits are conducted, what is expected during an external audit, and environmental practices related to ISO standards.

1. ISO 9001:2008
Quality Management System

2. ISO, what is it and why do we have it?
• ISO stands for International Standards
Organisation
ISO 9001:2008 - Quality Management System (QMS)
• It’s a level of Quality
• An evaluation of processes and our way of working, which
we are audited on by an external source – twice a year
• It helps us with both product and service oriented clients as well
as achieve standards of quality that are recognised and
respected throughout the world
• Most of the RFI’s we receive require information on our ISO/QMS
policies – so as well as ensuring we are as streamlined as possible
it can help us win more pitches!

3. Five main areas
1. Quality Management System – These are all our Processes,
Briefs and working documents on the Intranet
2. Management Responsibility – The entire company is involved
3. Company Resources – Having the right people with the right
skills to do the job and with the right equipment for the client
4. Product & Service Realisation – This is the job / the work we do
5. Measurement, Analysis & Improvement – We make sure that
we know what we are trying to achieve for the client and put
systems in place to be able to measure, analyse and improve

4. Where is all this ISO stuff?
Briefs &
Forms
Company Policies
Finance
ISO Quick Link
HR
Job Descriptions
Processes

5. Working Practices
Working Practices

6. Who looks after ISO?
Mandy Roberts-West Kim Wakefield
Mandy - ISO Manager
Kim - ISO Exec
Any amendments and additions should go to
mandy.roberts-west@wunderman.com

7. Internal Auditing
Why do we audit internally?
To ensure that when we use our processes on a daily basis, we’re providing
a quality product to our clients, in a timely and cost effective manner
Who will be audited?
The auditee is nominated by the Department Manager/Team leader
What happens during the audit?
1) The process is outlined
2) Working practices are referred to
3) Documentation may be required to be shown to the internal auditor –
these can be hard or soft copy (DFS)
What happens after the audit?
Once the audit is complete, any Observations or Non-conformities are
detailed in the form of a report, which are then notified to the auditee
and line manager. Any corrective actions will then need to take place
within 2 weeks after the initial audit.

8. What do we need to do before an
External Audit?
Ensure that your project/campaign files on DFS are completely
up to date with approval signatures on relevant documents,
copies of approval emails filed correctly, relevant briefs are filed
appropriately etc... before the day of the audit
There is no need to print out your project/campaign files
Most of what is required should be available in DFS
Any confidential materials must be looked after appropriately.
There are pink confidential waste bags in GLH or shredders in
the Surrey/Coventry sites
Tidy up – it really is something that can fail us

9. What will the external audit be like?
 For each external audit, there will be a proposed agenda.
This will be circulated prior to the audit dates to
department heads, to ensure that departmental
representation is available for each section of the audit
 Be prepared and organised well before the day of the
audit
 Be prepared for any questions about who you are and
the department you work in.

10. Company Policies
Job Descriptions
Training – including
evaluation forms
You may be
Performance
Reviews asked questions
like… Compliments / Complaints
Company Objectives
Organisation Charts

11. ISO and our Environment
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12. ISO and our Environmental facts
Since the introduction of
Food glasses and metal cutlery,
recycling in we have been getting
the Hub through 40,000 fewer
plastic cups and items of
plastic cutlery
The various
recycling
bins have Some of the lights at GLH are
had a
positive set on motion sensors
impact
Recycling activities promoted in an internal campaign, which won us
a Silver DMA award
Switch off your computer & monitor each night and remove your phone
Charger – it still drawing in power even though it’s not charging

13. When are the next audits?
19th November 2012 GLH
20th November 2012 Byfleet
21st November 2012 Byfleet

14. Any
Questions?