HOW TO BEGIN ISO 9001:2015 in 5 STEPS - Quality Management System Basics Video Lecture | ISO 9001 (Quality Management): Achieve Business Excellence

5 steps to begin ISO 9001 and the
implementation of a quality management
system, what we're here to do in this
video is talk about the basic steps to
understand what's involved in ISO 9001,
what it's all about and I'll give you
5 tips to follow that sets you off on
your journey to compliance with the ISO
9001 or meeting ISO 9001 and supporting
your organization with improving
customer service. You're challenged with
understanding this complicated standard,
you're challenged with trying to
understand what I need to do and you
just want some simple terminology, you
just want it simply broken down into
five basic steps to follow to get your
quality management system started.
Let's get into this step 1 and step 1 is
really important I'm not going to muck
around, we'll just go bang bang bang
through the 5 steps and I'll give it
to you straight. Okay so step 1 what
are the promises that your
organization's making to your customers.
Specific to your customers, not what's on
your website not the features and
benefits, not the bullet points not that
stuff but when the team that do the
selling in your organization or the
people that do the selling or marketing
and selling in your organization, when
they do that, what do they promise
customers. A good little example that you
can undertake is to pick a specific
customer, identify that specific customer
and say what did we promise them, what
price did we promise them, when did we
promise the product or service to them,
what was it about the product or service,
its specifications, its sizes, what was
promised to them, and so once we've got
that in our clear awareness we can move
through the next or the rest of the
steps in this process pretty easily and
simply. Ok moving into step 2 what do
you do or what do you clearly understand
that you do to deliver those promises
and this is often where the big
breakdown is, the sales and business
development teams are out selling and
they're doing their marketing and sales
for the marketplace and promising to
customers, but internally in the
organization we get all caught up in the
complexity, we're not clearly
understanding we need to do these three
steps to deliver that part of the
promise to the customer and that's where
it falls down. The quality management
system or the defined processes that the
standard starts to talk about, the
critical processes it's starting to
about very clearly, we do these three
steps to deliver that on time, we do
these three steps to deliver that
specific product or that specific
service and so starting to clearly write
down on note down and or clear up in
your own mind, as you're challenged to
understand the complexity of
organization, start to ask the question
of your organization, what do we do to
ensure that that's delivered on time,
what do we do to ensure that this is the
exact service that we provide, what do we
do to ensure that the customers happy
at the end of the process, that the
customers satisfied, that they paid you
the money and they got this product or
service that they paid for. So it's
really clear to just get a understanding
of what those things are and focus on
those things. Okay step 3 is all
about setting up a dashboard and
tracking your performance, how we're
going, how many customers did we not
deliver on time, how many customers did
we deliver on time. This is starting to
give you a dashboard or a scoreboard if
you like across the organization and
identify how you're going. You know we're
not going well in this area, we're going
well in this area and we can start to
balance around, but that's ultimately
tracking of objectives and targets. Well
the objective and target is to achieve
customer satisfaction deliver on time on
budget, on specification if you like
depending on what the product or service
is and the monitoring and measurement
systems don't really go into depth and
give a clear picture of the
organization's performance and that's
why we talk so much here at Best
Practice about all the graphs and
statistics or even our logo if you like
it's a graph performance over time so we
want to see and help you with your
performance over time so now is the time
to start to say what can we measure our
track internally to give us some lead
indicators to ensure that we meet and
deliver on the promise. What do we need,
to watch what do we need to measure, so
that we can check and we can monitor and
measure and manage the organization to
deliver what we promise, we need to
deliver what we promised, how are we
going, can we improve that. Okay step 4
is writing a list of the things that
need fixing
and the new standards you know they're
getting complicated they're talking
about risk based thinking, what we're
recommending here at Best Practice to
give you a start as a beginner
and someone who's struggling to
understand the standards, is to do a SWOT
analysis. Look at strengths, weaknesses,
opportunities and threats. One of the
critical reasons for recommending a SWOT
analysis is that there will be people
already in the organization in their own
careers whether, it's the marketing
people, the finance people, the executive
management in the organization, that have
participated in SWOT analysis as before
and so because they have we don't need
to train them in a new skill we can say
hey we're looking at the organization
let's do a SWOT analysis and let's start
to write ourselves a list of the things
that need fixing.
So in the previous step we talked about
a scoreboard and dashboard, now we're
talking about a SWOT analysis between
those two things
we're saying write a list and then start
to prioritize that list, what are the
most important things that we need to
fix, what are the easy things that we can
fix to improve our customer satisfaction
and improve our organization as a whole.
Now the last part of prioritizing that
list is it's important to identify
follow-up, so part of this step is about
follow-up, we've written the list we'd go
to the organization we say this has got
to be improved then following up, how's
that going, has it been improved, has it
been finished or execute and the most
important part there is executed. Lots of
people out there writing lists and doing
risk registers and all that sort of
stuff but following up to ensure those
actions that have been identified are
closed out that they're implemented that
it's been executed is a critical part
here. Ok let's do is just a quick recap;
so with step 1 we're talking about
getting your managers together, getting
key people together, and identifying and
writing down the list of specific
promises that you make to your customers.
Be very clear, capture the list of the
promises the times, the dates, the
specifications, what are the promises and
write those things down that you make to
your customers. As part of step 2 what
we want you to do here is understand and
write down or identify the critical
processes and they could be a really
basic one-page flowchart, the critical
processes or the steps that you follow
to deliver each of those promises. So
what other things that need to be done
and capturing notes and we talked about
in the standard defining critical
processes on mapping critical processes,
don't write policies and procedures but
capture. As part of step 3, 5 graphs or
8 graphs per team in your
organization that are good examples of
the things that need to be monitored and
measured, the performance that needs to
be tracked, to show that each of those
processes is working, or each of those
promises is being delivered, and what you
can see here at Best Practice is we've
got 30 graphs that are divided across
five teams that track our performance
that gives us a clearer picture of when
we're going well and when we're not
going very well and we can jump on those
things and look at what's broken in our
process. As step four you're going to end
up with a list, a to-do list and if you
can order that to-do list so the most
important things get worked on first,
step 5 is all about prioritization so
putting the important things at the top
and the least important things at the
bottom and more importantly following up,
setting up a system to follow up with
each of the managers and each of the
executive and each of the participants
in the organization to ensure that the
improvements are being executed,
implemented and they're staying in place
in your organization so they continue to
support the improvement of performance
and ultimately the delivery of those
amazing promises you're making to your
amazing customers. So what you're going
to have, what this looks like people in
your organization clearly understanding
and communicating across all teams and
each team's going to have an
understanding of the things they need to
do to deliver those processes, you're
going to have a way of tracking your
performance and showing when you're
going well and helping you to identify
areas that might need improvement, you're
going to have a SWOT analysis and the
SWOT analysis is going to create a to-do
list, the to-do list is going to be
ordered and so you'll have an
opportunity to be constantly following
up to closeout actions that are going to
help your organization to keep improving
into the future. So that's been our 5
steps on how to improve your
organization how to start ISO 9001 so if
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9001 how to improve your organization
and how to understand and make this
simple we've got a free checklist that
helps you start with ISO 9001 available
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the link to the checklist the link to
our training academy and that's going to
help you go through and understand more
detail about ISO 9001 so your
organization's profitable efficient fun
and delivers amazing services to your customers.