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).

1. Improving performance,
reducing risk
COMMONWEALTH BUSINESS FORUM 2015
Estelle Clark - Chair, Technical & Advisory Board
Malta 24-26 November 2015

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. 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. Improving performance,
reducing risk
The quality imperative; getting your
products and services right first time
BUILD TRUST

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. Improving performance,
reducing risk
The quality imperative; getting your
products and services right first time
BRAND REPUTATION

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. Improving performance,
reducing risk
The quality imperative; getting your
products and services right first time
ISO 9001:2015

9. Improving performance,
reducing risk
The quality imperative; ISO 9001:2015 revision

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. Improving performance,
reducing risk
The value of a properly constructed and
managed management system (MS)
BENEFITS

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. 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. Improving performance,
reducing risk
The value of a properly constructed and
managed management system (MS)
THE RISE OF THE QUALITY
PROFESSIONAL

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. Improving performance,
reducing risk
The value of a properly constructed and
managed management system (MS)
INDEPENDENT RESEARCH

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. 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. Improving performance,
reducing risk
From Compliance to Performance

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. 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. 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. 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. 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