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Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

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Estelle Clark, Chair of the Technical & Advisory Board at LRQA and also Chair of the Chartered Quality Institute (CQI) is one of the key participants at the Commonwealth Business Forum, which is being held from the 24th to the 26th November 2015 as part of the Commonwealth Heads of Government Meeting (CHOGM).

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Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

  1. 1. Improving performance, reducing risk COMMONWEALTH BUSINESS FORUM 2015 Estelle Clark - Chair, Technical & Advisory Board Malta 24-26 November 2015
  2. 2. Improving performance, reducing risk Contents – Setting the scene – The quality imperative; getting your products and services right first time – build trust – enhance brand reputation – ISO 9001:2015 revision – The value of a properly constructed and managed management system – benefits – the rise of the ‘quality professional’ – the independent viewpoint – From compliance to performance
  3. 3. Improving performance, reducing risk Setting the Scene A Case Study in Facilitating World Trade – Over 1 million certificates globally – Seen as a ‘right to do business’ across Europe – China fastest growing certification market – Increasingly seen as critical to strategic growth – Emergence of the Quality Director as a key member of the management team
  4. 4. Improving performance, reducing risk The quality imperative; getting your products and services right first time BUILD TRUST
  5. 5. Improving performance, reducing risk The quality imperative; build trust Good levels of quality in products and services don't just make our day-to-day life easier, they are good for economies by helping businesses boost sales, manage risks, contribute to innovation and ensure corporate responsibility. Conformity assessment provides the means for testing the compliance of such products and services with these expectations, in accordance with relevant standards. It helps to ensure that products and services deliver on their promises. In other words, conformity assessment builds trust. International Organization for Standardization - November 2015
  6. 6. Improving performance, reducing risk The quality imperative; getting your products and services right first time BRAND REPUTATION
  7. 7. Improving performance, reducing risk The quality imperative; brand reputation – Companies such as the global giant Starbucks and leading UK retailer John Lewis understand that their brand name & reputation is fundamental to corporate value. – As such, the 'halo effect' is driven by brand equity and is demonstrated by the bias shown by customers towards certain products because of a favourable experience with other products made by the same manufacturer or maker. – The implementation and certification of management systems is a crucial tool that helps organisations drive the halo effect and increase brand reputation. Quality, delivery, employee motivation/participation and customer satisfaction were the key factors considered by management. QMS certification not only delivered against these objectives but crucially, provided BILT with increased brand reputation and a ticket to trade. Dr Ashok Kumar, Vice President and the plant head at BILT (Bhigwan)
  8. 8. Improving performance, reducing risk The quality imperative; getting your products and services right first time ISO 9001:2015
  9. 9. Improving performance, reducing risk The quality imperative; ISO 9001:2015 revision
  10. 10. Improving performance, reducing risk The quality imperative; ISO 9001:2015 revision LRQA believes that the revision to ISO 9001:2015 will deliver increased user confidence through greater senior management ‘quality leadership’ responsibility, tied to closer links between the management system and product/service quality – all raising the responsibility of certification and accreditation bodies.
  11. 11. Improving performance, reducing risk The value of a properly constructed and managed management system (MS) BENEFITS
  12. 12. Improving performance, reducing risk The value of a properly constructed & managed MS; Benefits Management systems should allow organisations to learn from the past, manage the present and respond to the future.
  13. 13. Improving performance, reducing risk The value of a properly constructed & managed MS; Benefits – Your certified management system should: – Lead to improved systems and processes – Lead to improved product and service delivery – Help to reduce costs through increased efficiencies – Highlight areas for improvement – Identify areas of risk – Lead to improved financial performance
  14. 14. Improving performance, reducing risk The value of a properly constructed and managed management system (MS) THE RISE OF THE QUALITY PROFESSIONAL
  15. 15. Improving performance, reducing risk The value of a properly constructed & managed MS; the rise of the quality professional – The management system is no longer just in the domain of the Quality Manager; the requirement to ensure that the QMS integrates with the business processes, thereby automatically demanding the involvement of all the process owners, together with a focus on Leadership within ISO 9001:2015. – Given the connection between management systems data and how this can be used to communicate strategic insight and influence the corporate decision making process, the rise and value of the management systems professional has never been stronger.
  16. 16. Improving performance, reducing risk The value of a properly constructed and managed management system (MS) INDEPENDENT RESEARCH
  17. 17. Improving performance, reducing risk Independent research ISO adopters have higher rates of corporate survival, sales and employment growth. Our results indicate that companies looking for long-term supplier relationships can use ISO 9001 as a useful predictor of supplier longevity. Professor Mike Toffel Harvard Business School
  18. 18. Improving performance, reducing risk By looking where they might not have looked before, a management system can help top management control organisational risks. Dr Nigel Croft, FCQI CQP, Chair of ISO/TC 176/SC 2; Independent research
  19. 19. Improving performance, reducing risk From Compliance to Performance
  20. 20. Improving performance, reducing risk From Compliance to Performance Certification to ISO 14001 with LRQA enabled ALcontrol to save 1.5 million KwH over the past 2 years which is a cost saving of over £100,000. For ALcontrol certification doesn’t cost, it pays. Group Health, Safety and Environmental Manager ALcontrol Laboratories
  21. 21. Improving performance, reducing risk Our SERP programme, with ISO 50001 playing a key part, helps us to better manage our energy usage. It has already resulted in multi-million euro efficiency savings worldwide comparing 2011 with 2012. Graham Cooper, Agfa Graphics’ Global Manager for Sustainability and Energy Reduction Programme (SERP) From Compliance to Performance
  22. 22. Improving performance, reducing risk We saw a 20-50% reduction in retail audit requests once we went to FSSC 22000. So we’re saving time and the costs of audits thereby enabling our people to focus on getting the product right the first time. Global Food Safety Manager Wrigley From Compliance to Performance
  23. 23. Improving performance, reducing risk About LRQA LRQA is a recognised, world leading professional assurance services organisation. We specialise in management systems compliance and expert advice across a broad spectrum of standards, schemes and customised assurance programmes. We unlock the power of management systems to improve organisational performance and reduce risk.
  24. 24. Lloyd’s Register and variants of it are trading names of Lloyd’s Register Group Limited, its subsidiaries and affiliates. Copyright © Lloyd’s Register Quality Assurance Limited 2015. A member of the Lloyd’s Register group. Improving performance, reducing risk Estelle Clark FCQI CQP FRSA Chair Technical & Advisory Board Lloyd’s Register LRQA T +44 (0)782 446 1010 E estelle.clarkLRQACommittee@lrqa.com www.lrqa.com

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