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Getting started with iso 9001


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Getting started with iso 9001

  1. 1. Copyright © 2013 BSI. All rights reserved. Getting started with ISO 9001 Driving quality and performance
  2. 2. Copyright © 2012 BSI. All rights reserved. 2 Outline • Why is customer satisfaction important? • Why is it needed? • What is ISO 9001? • Who does ISO 9001 apply to? • Benefits of implementing ISO 9001 • Why BSI? • Your BSI ISO 9001 journey with BSI 05/07/2013 • Background to ISO 9001 • What is ISO 9001? • The principles and model that underpin ISO 9001 • Who does ISO 9001 apply to? • Benefits of implementing ISO 9001 • Your ISO 9001 journey with BSI • Why BSI?
  3. 3. Copyright © 2012 BSI. All rights reserved. 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)
  4. 4. Copyright © 2012 BSI. All rights reserved. 4 What is the aim of ISO 9001? Improving customer satisfaction through improved operational consistency and continual improvement.
  5. 5. Copyright © 2012 BSI. All rights reserved. 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 05/07/2013
  6. 6. Copyright © 2012 BSI. All rights reserved. 6 Quality Management Process Model Customers Customers Requirements Satisfaction Management responsibility Resource management Measurement, analysis and improvement Product realisation Product OutputInput Continual improvement of the Quality Management System
  7. 7. Copyright © 2012 BSI. All rights reserved. 7 Process based business systems follow: PLAN 1 PLAN 2 DO CHECK ACTDO CHECK ACT Continual Business Improvement Plan-Do-Check-Act and Continual Improvement
  8. 8. Copyright © 2012 BSI. All rights reserved. 8 Audience
  9. 9. Copyright © 2012 BSI. All rights reserved. 9 Benefits Improve processes and procedures Improved company performance Improved staff satisfaction Demonstrate commitment and enhance reputation Access to tender processes / new market opportunities Improve profits Framework for all your business systems Reduce risk of customer dissatisfaction Consistency of approach within and across organizations Reduced costs through process improvements ISO 9001
  10. 10. Copyright © 2012 BSI. All rights reserved. 1010 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
  11. 11. Copyright © 2012 BSI. All rights reserved. 11 “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 05/07/2013 Customer feedback
  12. 12. Copyright © 2012 BSI. All rights reserved. 12 “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 14001 certificates” Tony Peters Sales and Marketing Director Shades of Comfort 05/07/2013 Customer feedback
  13. 13. Copyright © 2012 BSI. All rights reserved. 13 A simple guide for your ISO 9001 journey with BSI Understanding Implementing Getting Certified Making Excellence a habit 05/07/2013 • 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
  14. 14. Copyright © 2012 BSI. All rights reserved. 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 7/5/2013