ISO 9001:2015 Context of the Organization - HOW TO DO A RISK & OPPORTUNITY ANALYSIS Video Lecture | ISO 9001 (Quality Management): Achieve Business Excellence - Management

ISO 9001:2015 talks about addressing,
identifying and addressing risk and
opportunities. It talks about a risk and
opportunity analysis. In this video we're
discussing how to apply risk and
opportunity analysis to the context of
the organisation under the quality
management system. So as we go through
ISO 9001:2015 clause by a clause we're
looking at what are the risks, what are
the opportunities for the organisation,
and then we start to map those through
as we do a process identification or and
process evaluation. We'll show you some
examples in this video of how to
identify risks and opportunities, we'll
take you through a google search and
we'll show you how to go about the
step-by-step process of identifying
risks, identifying opportunities,
assessing them and then applying them to
your organisation.
Thanks for joining us here at
Best Practice TV I'm the CEO Kobi and
I'm going to take you through some
information around how to identify and
analyse risks and opportunities in the
context of ISO 9001:2015. It's just
really simple we're just going to sit
here I've got the standard, today I was I
was going to take the opportunity to
reread the standard I try to have it
close at hand at all times so this is
ISO 9001:2015 and today we're talking
about clause 6.1 in planning and that's
been the part of the standard that a lot
of people have been struggling with and
so they've hit us with a bunch of
questions so I'm just going to give you
a few tricks and tips very quickly to go
through and have a look around and see
what's on the internet around that.
Obviously the first thing to do is to
know your organisation so there are lots
of people that sort of you know sit at
their desk as I am right now and maybe
forget about the context of the
organisation that they're in so it is
important to have a walk around your
organisation
maybe engage with some of the key
stakeholders in the different parts of
the business so if the business or the
scope that you're looking at with your
ISO 9001:2015 quality management system
is just specific to where you are
geographically or if it's your whole
business it is important to engage and
that could be just basic conversations
to sit back and have a chat about your
organisation. So let's have a look at the
standard first things first we're
looking at 6.1 so let's
quickly talk about 6.1 what
the standard says is when planning for
the quality management system the
organisation shall consider the issues
referred to in 4.1 which is
the context of the organisation and the
requirements referred to in 4.2
which is any external requirements
of customers stakeholders anyone
involved in the business and determine
the risks and opportunities that need to
be addressed to give assurance that the
quality management system can achieve
its intended result, enhance desirable
effects, prevent and reduce undesired
effects, achieve improvement. So what I'm
going to do I'm just going to jump on
here I've got our Best Practice website
open there for you so we're talking
about ISO 9001 we're talking about AS 4801
which is a an Australian standard that
applies in in this particular country here.
There's a new standard coming out next
year which is ISO 45001 occupational health and safety
management system, there's the
environmental management system standard
there ISO 14001
and there's obviously two other ISO
standards ISO 27001 and
and ISO 22000 now all of those
standards take the approach that was
presented in ISO 31000 which was a risk
management, this is a generic
standard ISO 31000 and they take a risk
management approach so first things
first I wanted to just give you some
quick tips and tricks in terms of how to
understand a risk management process
flow so we'll just do a quick Google
search I've got Google open here. There
we go so your risk management process
flow what Google's showing us is that
yes this get this has been searched
before and so I'm just going to hit
enter now I'm not interested in all of
the results that Google gives me here I
want to give you a tip of a quick tip
and trick let's jump across and have a
look at the images so over here we've
got images we've got all of the Google
results that were given us that were
given to us from that search and over
here we've got an images result now the
one thing I just want to talk to you
quickly about Google, Google is a living
and breathing organism now in terms of
search results. Your search results will
continue to evolve and they can evolve
over 24-hour period so don't just expect
that you've done that Google search
before twelve months ago that your
results will be the same they would be
very very different and they change
daily as millions and millions of people
around the world are updating their
information on their websites and blogs
and social media pages so what we've
been presented with or served with as
Google talks using google language
google have served us as search result
now what we've got is a whole bunch of
categories in these green boxes across
the top of images now clicked on the
Images tab a whole bunch of images we've
got incident management flowchart credit
assessment PMBOK whatever that means
diagram chart project procedure flow
diagram flow chart plan ISO template
example overview so if you're
specifically embarking on your journey
of risk identification around
ISO 9001:2015 anything there now I
didn't prepare this this is a just a
search that google has presented me with
I'm gonna go through because I'm
interested today in procedure and flow
diagram you might be building your
management systems I'm going to click on
flow diagram and that's going to
recategorise all of the results that I
want in terms of giving you a generic
statement. So if you're building a flow
chart if you're you know writing your
process and procedure for your
organization there are a whole bunch of
examples we can we can click on any of
those and if we you know we can enlarge
them and we can see what has been put
forward. Here's a really clear one I'm
gonna click on this one over here that's
just an example
there's no shoutouts here there's no no
products being placed that's just a risk
management plan it's got risk analysis
risk evaluation risk acceptance risk
mitigation control and ongoing
evaluation so what it's basically saying
is that once you've identified that
thing are you okay with it or does it
need to be managed and when we talk
about controls here we go through here
and we say we estimate the cost of
mitigation versus non mitigation and
that's all about control that's in
another video today's exercise is just
to talk about what you know what
the risk management process is. So risk
analysis and risk evaluation is an
interesting subject so what I'm going to
do now is I'm just going to go back to
Google and this is where we can start to
look in we can be industry specific and
this is a great way if you don't know a
huge amount about the organisation or
the industry that you're in this is a
great way to do a quick Google search
and it will tell you you know the
top 10 quality risks in a particular
industry so Google is incredible
it's a fantastic tool I'm not supported
or sponsored or any way related to
Google it's just a tool that I use on a
day-to-day basis to learn
I carry my smart phone around in my
pocket and I'm using on an ongoing basis
now we're all human beings we're on one
planet and a lot of this stuff has been
done hundreds and hundreds of thousands
of times before you so don't reinvent
the wheel so let's pick an industry I'm
going to pick manufacturing and I'm
gonna pick something that we all use
which could be let's talk about
notebooks I've got a notebook here I'm
just think
about ideas notebook right here in front
of me we're all using some form of PC
I'm going to talk about the top 10
quality issues in notebook manufacturing.
Now I haven't done this search before so
this is a bit of a test and it's live
right here in this video there we go
we've been given quality control in
manufacturing graphics it's quite a it's
it's quite an intensive search so it's
looking for something very specific this
startup thinks it knows what makes a
perfect paper notebook so let's call it
a laptop let's change it we didn't get a
great result there in the first five
let's call it laptop top. 10 quality
issues computer makers very ranked how
to pick a great laptop Lifehacker so
they're putting some commentary I look
through I don't click on something
straight away I look through this first
paragraph of text and this is this is
the results of good quality SEO so
search engine optimisation so these
people they might be just putting stuff
on the internet because they want to or
it might be around you know just
accidentally this informations can't
there here's an interesting website
which laptop brands are reliable which
are not. Now if you're a notebook or a
laptop manufacturer and you've just done
this search this is going to give you
the risks to start to look at so it's
giving you some insight just sitting at
a desktop giving some insight into your
industry they're probably things that
you will already know they're things
that can come out of conversations as
you move around the organisation but
very simply they're going to give you a
head start on the community and the
customers angle so there's lots of
people on blogs and websites providing
comments and those sorts of things we
need to do a stakeholder analysis and
while there might be very very important
technical things that exist in your
business a quality management system is
about great quality and great qualities
about customer expectations and so we're
going out to the marketplace and we're
saying what does the marketplace think
of the top 10 issues and we're getting a
bit of a trend so I look at this black
text in the Google search I look at
what's going on through here and then I
look at what's going on through here so
we've got that we can see the website
lifehacker.com we can see
digitaltrends.com we can see
lifehacker we can see laptopmag.com so
what I'm seeing is that the community
are commenting and the community in this
instance your stakeholder analysis
that's in 4.1 and 4.2 of ISO 9001 are
giving you a good insight into what
certainly the social media and the
internet thinks is very important so if
you're a laptop manufacturer there's the
inside scoop on what you should be
focusing on in your risk analysis in the
context of 6.1 of ISO 9001 so let's talk
about something else I'll give you
another industry example we've recently
had some hydraulics manufacturers
contacting us here at Best Practice to
ask for some process videos so I'm going
to put top 10 quality issues for pipe
manufacturers and I can't spell so
Google's gonna correct my spelling and
give me a better quality search there it
is and we've got some interesting
results there the u.s. industrial
outlook we've got a plastic pipe
manufacturer we've got a pipe
manufacturing association we've got
tobacco pipes so maybe I need to be more
specific about the type of pipe because
they're not looking for tobacco pipes
that I'm thinking more about metal pipe
and there's also the different type and
tube and all those sorts of things
there's lots of obvious examples so
we've got steel tube and pipe
manufacturing process fantastic let's
have a look at images I think it's
always interesting to see what's going
on in an images search we obviously get
lots of pipe as anyone showing us faults
possibly we're getting lots of great
quality products extrusions it's giving
me lots of ideas of things to look for
some graphs different types of pipes
bends and we could talk about we could
throw and another keyword in there
faults just to get a more specific
search there we go we can start to see
some faults so what about a
service-based industry what about
quality top ten quality issues let's
talk about top
ten quality let's make a more specific
risks for call centres. So let's go again
we're on images let's have a look at the
all search and this is for those
organisations if you've got a call
centre in your organisation worth having
a look at top ten call centre problems,
Boom, there we go so again I don't click
into the first thing that jumps out at
me I look again at the black text in the
thread and I say in both instances call
centres run the risk of agents losing
something bla bla bla it might be their
temper work related musculoskeletal
disorders so there's some OH&S issues
with call centres top six call centre
Quality Assurance best practices that
looks good I like it when people say
Best Practice so call centre Quality
Assurance is a direct return on
investment um so really interesting
let's have a look at what the top six
call centre Quality Assurance best
practices are here we go
what are they saying here let's look for
the six I'm going to skim down there one
turn raw data into measurable results two
make ongoing feedback a habit use data
results to coach practice problem up and
outside in management defining them at
the right metrics copy/paste repeat
fantastic so thank you very much they're
good it looks like they got a great
newsletter and that's part of their lead
generation exercise so there you go
really simple tip and trick around
establishing and starting your risk
identification and opportunities
identification exercise so I think if
you've got a call centre in your
organisation finding that search which
is top six call center Quality Assurance
best practices and finding that site
there's six things that you guys can
start as opportunities for your call
centre risk register in your
organisation so working through your
process of your organisation in the
process flowchart look at your inputs
look at your outputs and then do some
searching you're gonna get a lot of
great ideas from mistakes that other
people have made out in the marketplace
before you make them so they're my top
tips just a short little video for you
on how I go about starting to
investigate different risks for
different industries this is how I learn
this is how I've learnt so much about
lots and lots of different industries
what the problems are and it's and it's
a really quick fast way and we got
ourselves set up and we and we can sit
there and we can then start to drop
those things down into a risk register
in the next video we'll talk about risk
registers so I'll go back to Google.
Let's do it quickly now for you and I'll
talk about quality risk register what do
they look like, a lot of people have
asked me what they look like here we are
let's click the images button again
so here's lots of lots of results search
results if people sell templates they'll
be they'll have SEO in their website
design to give a good high level result
so I like to go across the images
because a lot of organisations don't do
a lot of good quality SEO with their
images so the Internet's going to give
you a more honest response look at that
fantastic look at all those risk
registers so if you don't know what a
risk register looks like there's a
screen there full of risk registers
which i think is fantastic.
We got risk management lots of great
stuff there's they called a safety risks
software development improvement so if
you'd have a particular industry insert
your industry, so service industry as an
example quality rest register and hit
the images search there we go so lots of
people putting great stuff up on the
internet and again looking through 12 of
those not just one or two or three
please look at maybe twelve it's going
to give you a much more in-depth
analysis yourself personally you'll feel
more confident about what good ones and
bad ones look like so don't just pick
one or two or three you can if you pick
three you potentially pick three bad
ones so picking 12 you're going to get
more of a trend around what you like and
don't like about those risk
registers how to format them how to set
them up I could give you a template I've
got thousands of templates but I could
give a template that I like but it might
not be suitable for you so what I wanted
to teach you today was how to go about
looking for ideas to establish something
very simple effective and delivers what
you need from your quality management
system. So I'll see in the next video
thanks for joining us here at
Best Practice TV this has been our video
on ISO 9001:2015 quality management
systems opportunities and risks
identification and analysis and just
some top tips and tricks on how to get
started and don't forget to hit
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bye for now.