An advanced way to implement your ISO 9001:2015 Quality Management Systems. Video Lecture | ISO 9001 (Quality Management): Achieve Business Excellence

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best practice welcome to this
afternoon's
iso9001 2015 webinar I'm going to make
what is sometimes quite a dry topic a
little bit colorful and hopefully a
little bit humorous and give our sort of
real-time insights into what's going on
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to revert back to so a couple of things
a couple housekeeping things I'm
obviously Coby Cimarron the CEO here at
best practice so the most exciting thing
for me in my life is to be our
presenters great material to you but the
other part of my life is I run this
business also so I've got a great team
of people that support me we've got a
strategic plan we're growing very very
quickly a couple of statistics quickly
month on month January to January
compared to last year we've had 47
percent growth so we are growing very
very quickly and I'm probably the thing
I need to say is that I'm very grateful
for you guys out there our viewers and
the people that are spending time with
us here best practice because that's
that's more people joining our amazing
family so if you haven't seen me before
I met me welcome to our family thank you
very much for joining us and any other
reason why I'm here you're the reason
why I get out of bed in the morning it's
to be able to share this great content
with you and see you more confident you
in your career and the businesses and
organizations that you work for grow
that's what I'm really passionate about
really excited about we're trying to
share our story as much as we can on
social media and I'll get to that in a
minute so welcome everybody if you need
to take notes if you need to do
something you can always press pause on
the presentation sort of like watching
digital TVs
and press pause you can stall your side
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obviously but then you can come back and
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seconds lag but you might miss anything
which is excellent so if your phone
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and you can take those calls and you can
do what you need to do press pause thank
you jack
let's go to the next slide okay so just
a quick little bit here about best
practice we're obviously a certification
body in part that's only about 60% of
what we do here at best practice so
these great things that you can see on
the screen tell me where I need to be
guys it's only here in about the middle
so on my left shoulder is that correct
we've got some amazing certificates and
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best practice client they're quite cool
and they obviously demonstrate that
you've got an amazing management system
in place so we've got the one there with
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that's our own quality assurance and our
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of a looking at what someone would
receive in terms of recognition for
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today's session is sponsored by the best
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so the fun side of best practice and we
do have a lot of fun here is all of
these social media handles that we have
here so from Facebook perspective we do
you know share stories and those sorts
of things and for those of you that are
here in Australia we post
Facebook page earlier this morning a
little speech by Tim mentioned the
comedian and that was quite compelling
and similar values to those of ours here
at best practice so that's on the
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Shelly posts little in spirit
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night
and they're just you know little
pictures and you can scroll past them
obviously but that's just to keep you
know sort of your business improvement
journey in your learning top of mind
um LinkedIn we have a Lexie
now Alexis quite an interesting
character he's actually doing some
volunteer work in Nepal at the moment
after the Nepalese earthquake he's been
sending snapchats to us today here at
best practice so he's writing some great
business improvement LinkedIn articles
from Nepal he's been buying behind the
camera for the last six months so he's
off doing some travel we've now got jack
on board and so that's really
interesting place to connect with us
which is on LinkedIn so in all
seriousness it's obviously a very
professional platform which I don't have
a bit of fun with it share great content
so that you guys can accumulate
knowledge but equally myself so search
for me Koby CIMMYT on LinkedIn and make
sure you connect with me so I love
having conversations often later in the
evening after all the kids are in bed
and all that sort of crazy stuff I'll
see the message people backwards and
forwards on LinkedIn so it's a good time
to sort of get me between 8 p.m. and 9
p.m. at night Eastern Standard Time here
in Australia that's a good time to
connect with me and the most likely time
that you'll get me four messages via
LinkedIn now it's a great platform now
one thing that some of you may or may
not know is we spend a lot of time in
our YouTube channel often two or three
to four videos per week often only about
three minutes and definitely we use
YouTube to manage this live webinar
environment so don't miss out on what's
happening on a link I'm sorry on YouTube
there's a ton of great stuff there and a
lot of what we say we found when we we
spoke live and we spoke at events and we
ran training and all those sorts of
things as we found that people were sort
of wanting to repeat that message and so
now what you can do is you can share
those videos there on LinkedIn and
that's what they'd ever saw on YouTube
that's what they're there for so is it's
copying that link of one of those videos
that you thought resonated we
you and sharing that around your company
so that people get to hear that message
about business improvement or quality
systems or environment or safety or IMF
is ms whatever it might be
and then lastly we've got back in the
room having a play with snapchat so
we've embraced that we're experimenting
with it and it's definitely one thing
that we're very passionate about here
best practice is experimenting with
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really don't sit back and say that will
or won't work and listen to people's
opinions we try it ourselves and we
experiment with it and then we can share
how it's working for us how we can use
it how effective it is and then you can
have a try
so rather than just say no you won't do
it we'll have a go give it a try we've
tried different social media apps those
sorts of things and the ones that will
work we stick with and the ones that
maybe aren't for us we move away from
but we can definitely share our
experience and that's really what we're
here for our best practice is to be a
business ourselves improve ourselves use
our own quality system think about
business improvement train our staff so
our staff are all involved in that
process so that we can share that with
you that's what we're here to do today
so let's get into it there's my handle
OpenSim it for LinkedIn just one word
and if I'm speaking too quickly raise
your hand and I'll slow down okay thanks
jack all right so there's a couple
things I obviously want to talk about
now we have in the past
previously won't run an iso 9001 webinar
that link is still available it's less
interactive as this one you don't get to
see my amazing face and I'm just going
to move off the shot a little bit how's
that for text perfect so from that
perspective we've updated this content
we've got some new experience we've got
six months more experience now since the
last webinar in the implementation of
iso 9001 2015 what works what doesn't
work and what we've tried here ourselves
in our company and then what we've seen
happening out in the marketplace so as
far as iso 9001 is concerned let's just
go back to the first principles so
what's it all about now I've been
working with iso 9000
since 1994 I've worked with probably now
summer in the vicinity and it's more
than this but I'm going to be
conservative somewhere in the vicinity
of about 3,000 companies in Australia
New Zealand and North America
and across those companies there's been
sort of a consistent view so if these
points here yes they're my opinion but
I'm starting to now merge you know the
different insights that were getting
from those different countries into what
we're doing here at best practice so
it's obviously consistent with what's
presented in the first part of the
standard but ultimately iso 9001 has a
primary focus on managing customer
satisfaction and that's always been the
case it's always been the case however
people overcomplicate that now what
would be consistent across most of your
knowledge out there in the community is
that iso 9001 is about bureaucracy about
red tape about lots of documents lots of
forms lots of checklist audits slowing
the business down the business not being
nimble and that's not correct so
organizations that are in the industry
like best practice not best practice but
like best practice have I guess let you
know the implementation of iso 9001
drift in that direction it's been very
easy for people to just focus on writing
procedures and updating them and doing
document control because that's sort of
an administrative task but it's
definitely not the case so I've embarked
on a challenge here to correct through
things like this webinar and the
training that we're doing people's
knowledge so that we come around to what
it's all about so the question for you
is and if you want to take notes is does
your customer so that's the person that
you're interacting with have a positive
amazing uplifting experience now if they
don't have a positive amazing uplifting
experience in interacting with your
organization then it's your quality
systems job to work on improving that so
that's that's where we bring in the
context of customer satisfaction
so how satisfied are your customers if
you talk about you know some of the
different scores scoring systems like
the likelihood of a customer to refer
you work
and those indexes that you can use to
manage customer satisfaction and some of
the more modern ones or some of the old
ones it's about how happy are they how
likely are they to refer you because we
know that word-of-mouth referral is the
best way to grow our business and so
when we're thinking through those
processes ultimately that's the ultimate
measure of management system so some of
the other principles in terms of ISO
9001 is and all the questions here is
how do you ensure you deliver your
promises to your customers so that's
your system your system is your policies
procedures training morale org charts
scoreboard statistics internal audits
management review business plan offers
presentation uniforms all those sorts of
things they're all the things you do to
ensure you deliver your promises to your
customer so people come to us and they
say we don't have a quality system we
don't have all the documents to say well
you do have a quality management system
because you're an organization you've
been running for a number of years
you've got some happy customers so you
must be doing something right let's have
capture that have a look at it and a
look at what we could do to improve so
the second part and this is really a
move in the new standard when we start
to look at these these remaining points
here on this particular slide is there's
a reinforced requirement in ISO 9001
2015 and I'll cover the clause in a
couple of slides time to look at how do
we prevent human error so that's been
reinforced and we picked out that clause
and I've got a highlight and I've got
standing here on the table and we'll
have a look at that but but ultimately
that's what we want to look at so we
want to look at the promises and some of
you may have heard me talk about this
before the promises we make to our
customers and then how do we prevent
human error because if we can prevent
human error and we've got robust
software systems and engineering and
manufacturing systems in place ideally
the output of the organization is always
going to be the same so we want to try
and take out that variability and
particularly the variability that
creates a negative not amazing upsetting
violating experience for your customer
and some of you may have home use that
that term violated before if customers
leave your organization customers
clients people that your Interactive's
take on if they leave your organization
feeling violated that's the opposite to
what we want to achieve because that's
ultimately that doesn't generate
word-of-mouth referrals that doesn't
help businesses grow customers and
stakeholders don't have an amazing
experience and ultimately I guess
businesses end up in legal disputes
legal battles or dissolve so those the
important things to consider there in
terms of what what equality system is
trying to achieve now I will get into
the nuts and bolts I'll answer some of
the questions about you know what
documents that we have to have and
records and those sorts of things but
it's about this framework it's about
thinking less about what documents we
need less about the dates less about the
revision numbers less about manuals less
about forms it's more about the customer
and constantly asking that question in
this scenario on this particular day how
what could we do just today that's small
to ensure that that customer over there
has a more amazing experience and
ultimately fills love joy and surprise
so if customers feel loved joy and
surprise that that's like the ultimate
magic to a growing organization and a
successful and sustainable organization
some of the more reinforced requirements
in ISO 9001 2015 how do we communicate
because ultimately you know the devil is
in the detail and often the cause of non
conformance and the cause of problem and
the cause of issues in organization
often in a red cause analysis resides
with communication and particularly
handoff so some information that's
handed off to someone else questions
more strengths and questions in ISO 9001
the new version around how do we train
our people and that people shall be
competent and we'll talk about that in a
bit more detail so we're starting to
look for more evidence around competence
assessment and it's not I am NOT a
believer in sending people off to ten
day twenty day training courses to get
trained I'm a believer in the master and
apprentice relationship so that's what
we've adopted with our training academy
that's what we're adopting with these
webinars is like a master and apprentice
and while a lot of you in this amazing
than watching a lot today have a lot
more experience than I do I've got
something to contribute and add value to
you you do to me and it's about looking
at that opportunity and having that sort
of one-on-one relationships that people
are coached and mentored and looked
after to achieve that outcome let's
think about amazing sporting teams so on
amazing sporting team will play a match
football team or a soccer team or a
cricket team and don't play that match
but what they will do between games is
they'll practice and so it's practicing
and getting the play runs and the
procedures and the policies and the
handoffs and the plays and and the
training and the fitness and all those
sort of things right before it's game
time
but in business we walk in the door we
start work for the day
we're on it's game on and so training is
really important in the context of how
could we practice this task before we go
live before we're sort of guessing the
outcome that the customers going to have
if that makes sense I hope I'm helping
you there so I'd like you to start
thinking about that in business when
we're implementing something new and
running change management in our
business how do we practice before we
have to go up and then the last one
there in terms of 2015 version of the
standard is how do we improve and
managing those improvement programs so
you'll hear us talk a lot in our YouTube
videos and those lots of things here
best practice about hashtag keep
improving everyday and it's small
incremental improvements there's a ton
of Harvard Business Studies now that
talk about incremental improvements are
a symptom of an amazing organization
that grows very quickly and there's a
ton of studies and if you'd like to see
those in detail and you need to know
that fact we can share those with you
but what those studies are starting to
concur on is that companies that make
regular small incremental improvements
are more sustainable more successful
grow faster and have a greater share
price than the companies that make
massive changes and keep changing and
don't follow through on their project so
small improvements on a day to day basis
and that's definitely what Iceland 1001
now I'm the new version is encouraging
which is great to hear sort of it's gone
from the academic world and dribbled
down into the international standard and
now
your organization's to benefit which is
excellent okay Jack how we going next
one okay so what we're talking about
here is some of these common complaints
now if you participate in the last
webinar you would have seen a list of
complaints we've refreshed this list not
because the complaints are changing but
because there are lots and so these sort
of freshen up what we're doing and we'll
have some new ones in the next webinar
that we run so stay tuned for those but
in this instance there's a pretty
regular one we've got thousands of
policies and procedures that we have to
keep updating and I'm sure I can hear
you all laughing out there it's
definitely the case now I'm not a
believer in having thousands of policies
and procedures iso 9001 doesn't say you
have to and so anyone that's all of that
opinion ask them like to just prove it
like where's it written down that we
have to do this with and that's probably
a piece of advice that I've you know
I've been giving for a long time and if
you haven't heard it is where does it
say show me where it says or where does
it say we have to do this and that's
going to answer some of the questions as
we get further through other clauses at
the standard that we're going to look at
and some of the questions at the end is
that's often my responses people say
well we've got to do this like why do we
have to do so I'm saying I don't know
well show me where it says that you have
to it makes you do that investigation so
as we get into ISO 9001 within the new
version we're now talking about this
risk-based thinking and in the content
on the context that risk-based thinking
we're starting to say okay well we've
got a look at our stakeholders and our
interest the standard says interested
parties now if an interested party has a
requirement and you do that you do what
the interested party requires what your
stakeholder requires you're regulating
your customer don't blame ISO 9001 iso
9001 is about being lean efficient put
it you know the hitting the nail on the
head and and it's not about this
all-encompassing thing and I think once
we start deconstructing it and we say to
people in our organization we do this
because this is what our customer
expects we're managing our customer
expectation and our customer is
satisfied because we've done the things
that they asked so all standard saying
is do what your customers ask we'll do
what your you promised
customer if that makes sense our staff
at our staff aren't very good at filling
out our forms and so that's you know
there's a bit of a theme here today in
some in some of the questions that have
come through our staff aren't very good
at filling out our forms in ISO 9001
there are some elements where you need
to prove that you've done something but
filling out a form is one way of proving
it
how about capturing it on a video so if
you want to prove something happened
video and so that I'm seeing in our
social media space when I'm studying it
working out what we're doing and how
things a guy I'm seeing lots and lots of
stuff now from - camps so - camping
vehicles on roads are capturing what's
happening and if an accident happens a
dashcam is proof of what happened now
losing the right role that's up to your
authority is - to prove but in terms of
proving something happened a small video
recording from a dashcam is the same as
filling out a form and probably in a lot
of cases a lot more accurate so a
picture is a record affirm is a record
of a video is a record an audio
recording is a record so start to think
about that a time stamp on an electric
electronic file is a record so what
we're starting to look at is our
alternatives and particularly if you're
hearing that complaint now staff aren't
very good at filling out a form - we
could say we'll give them more training
I'd say come and get rid of the forms
because I don't feel about properly
anyway and so you're accepting that that
I fill them out properly
you're not policing it decided all our
stuff feel how perform properly get rid
of the form look at another way of
capturing that something happened our
senior management just don't care so I
think I think sometimes this gets
pitched incorrectly in terms of senior
management just don't care obviously if
the senior manager is just purely about
managing the bottom line or the profit
of a company well of course I'm not kind
of care about the quality management
system so iso 9001 is saying focus more
on leadership top management commitment
those sorts of things but what it's
actually saying is have leaders in the
organization who are inspired to deliver
an amazing service to a customer and
innovate so that the customer is always
satisfied and the customer is continuing
to return because
makes everybody's jobs sustainable makes
the organization sustainable those sorts
of things so I'm obviously very
passionate about a customer experience
and you know we're constantly innovating
to make these webinars more exciting to
make what we do more exciting for you
and enjoyable and ultimately increase
the share price of your organization
that's you know that's what drives me is
to help your organizations out there in
the community so that would be capturing
I'm the top management here at best
practice in our quality management
system you know how I need to be leader
and I need to communicate so if they
just don't care then really there's a
reality check there about okay well is
it really a quality management system
obviously if you know if the top
management don't care and they own are
the owners and leaders of the smaller
business and that's difficult so you
know in terms of how do we solve this
there's lots of different you know ways
to skin a cat but it is important to
reinforce the point that leadership in
the top of organizations who are more
engaged with an understanding customers
you're going to have more flow all the
way through the organization in terms of
a quality management system why do we
have to keep records for seven years ISO
9001 says nothing about how long you
have to keep records for what it does
say is keep the ability to prove that
something happened and we talked about
that so in terms of keeping records in
Australia's legislative system that used
to be theme the statute of limitations
financial records you know there was
loose loose rules some fixed some loose
around seven years but definitely that's
not the case and we had a long
conversation here in our office about
records and and how long we have to keep
them forward and what they for and all
those sorts of things so what I would
ask that you do is come back to me and
tell me where you found in ISO 9001 that
you needed to keep a record and how long
for I guarantee you won't find it so I
won't be hearing for you but what I will
say is who are your stakeholders you've
got staff you've got your financial
institutions you've got your regulators
you've got WorkSafe authorities you've
got customers you've got your law firm
that looks after your organisation
you've got your directors all those
sorts of things and you think about all
the records that get created for various
reasons and engaging with those
stakeholders whether a round come
to be careful and who needs to keep them
and in what condition do they need to be
and what format they need to be so lots
and lots of stuff now can be kept
electronically certainly the majority of
the financial information in this
organization is all electronic it's all
kept in a secure system that secure
system is isolated from the other
systems here in this business so it's
absolutely secure and it's all soft copy
so and for the vast majority of the like
receipts and invoice and most sorts of
things here best practice they're all
photos and most of them are taken with
an iPhone and that's acceptable so it's
starting to think about that sort of
stuff and really dig down so I can
what's the record and who's the
stakeholder how long do they want it
kept for and that's that's the hence of
that particular question but there's a
few of you in the community that asked
it so I'm going to come back to it later
on no one reads our procedures can they
read or more importantly are they
exciting what are they for
do they need them and so the analogy
that I've talked about lots here in
terms of you know not reads our
procedures is have this vision or this
belief to use maybe the cookbook
concepts so and some of you may have
heard me talk about this previously
where you've got these amazing cooking
programs on television worldwide and
they're attracting a lot of attention
but what they do in terms of getting
people to be able to replicate what they
do is they use a video or a television
show so all your visual they use the
cookbook which has got the instructions
and all the ingredients and the
instructions basic methodology and a
picture of what the finished product
looks like so I think all I can say is
that my observation is that in terms of
an unregulated industry that has the
community's attention its cooking shows
and cookbooks and so what we can do in
business is we can draw on that we can
say well people voluntarily use those
systems they voluntarily buy cookbooks
and voluntarily watch TV shows and get
excited by them so in business can we
draw on that and say well if we can make
our policies and procedures because they
do give people guidance and they do
people help people do their job if we
can make them look like a cookbook so
what we're saying is audio-visual and a
picture they're going to address
different learning needs
and and people's different ability to be
able to see and understand the tasks
that they need to complete so if that's
a common complaint a task that you
consider that particular concept well
ultimately our quality management system
is a waste of time so for anyone that
thinks that quality management system is
a waste of time I've probably given the
flick but I think obviously that would
motivate me to double down on my sales
pitch of wire management system is a
good idea and why good quality and risk
management in any organization is a good
idea about and it's about building
sustainability it's about building
continued profitability financial health
in an organization amazing customer
satisfaction so that the organization
continues to thrive and so that would be
my sales pitch and if some if I still
can't sell someone otherwise say why are
you here why bother
what do you clearly don't want to be
here in this organization what's your
ideal scene what else might you be
passionate about so that you don't bring
down the morale in everybody in this
particular team because they're all very
motivated around what they're doing ok
Jack let's go ok so what's new in ISO
9001 2015 the quick summary the first
thing is annex SL so what has happened
in ISO 9000 and 15 and across all of the
international management system
standards they now follow a common
format so for those of you out there
that want to integrate or have an
integrated management system you can
look at the core threads you can look at
objectives and targets and management
review and how those two themes link
together in the context of business
planning if your organization has a
separate business plan to the quality
management system I'd ask you to look at
that because ultimately the objectives
and targets and management review 9001
way of saying have a business plan and
check back in and look at how you're
going there's more of a focus on the
leadership positive uplifting leadership
and influence and so when I'm working on
personally and my personal development
here best practices how can I be more
influential and for those of you on are
those of you of in the community you
will have observed me over a number of
years change how I speak change how our
liaison people and now
that's got a lot more questions and
those are the questions about asking you
what you can do to improve what can you
do to improve what can you do to be more
effective leader and I found I've got a
little analogy at the moment is do you
think you would be more effective ending
your sentences with a full stop or a
question mark do you think you would be
more effective as a leader ending your
question ending your sentences with a
full stop or a question mark and so what
quality what the quality management
system is starting to do on ISO 9001 is
starting to say well we can clearly see
that there are a lot of very poor
leaders and so it's focusing on
leadership it's focusing on competency
and so what people are one of the
mistakes people are currently making if
they're thinking that everybody or the
bulk of people in the organization need
to have competency assessment but
they're forgetting to consider top
management all the way down the people
on the board the chairmen all the way
down through the CEO the CIO CFO the
executive level everybody competency
assessment are they competent to hold
that position to deliver the outcomes or
the promises that the organization is
making so mistake one number one not
conducting the competency assessment and
ongoing professional development of the
executive leadership in the organization
write that in your notes we're seeing
that consistently what I will say
however is for our Assessors that are
out with our clients that's a really
challenging topic and it will get people
off site very quickly and so for us it's
a you know it yes we need to do audits
and we need to be a certification buddy
but I will say it's hard for us to push
but it's the biggest efficiency and I
can say here in this webinar that we're
seeing across a lot of organizations is
yes all the people in the warehouse and
out on the construction side and on the
mine site and driving the trucks they've
all got their tickets they've all got
their competency assessment they're all
checked but the supervisors maybe
they've got their tickets and their
checks but the managers and the
executive level people not and so it is
important to have that very
uncomfortable conversation across the
team and say okay what skills
qualifications and experience do those
people need and what ongoing
professional development to continue
to improve their leadership skills that
when their influence skills and
obviously their their their growth and
planning skills for the benefit of the
organization in the context of customer
satisfaction because we're talking about
quality management systems today okay
so what's new in ISO 9000 1.3 there is
it's it's more of a what could go wrong
approach and so this is my language I
and I'm trying to put it down into the
sort of later analogy for you and the
standard calls at risk-based thinking
but it's a lot could go wrong
so what could go wrong what could we do
to upset our customer so we've got four
different types of customers we've got a
hundred different types of customers
we've got a thousand customers we've got
50 million customers what could go wrong
for them and how is it associated with
our services is it is it us directly or
indirectly are we guilty by association
and that starts the form up your risk
based thinking equally in a standard it
has attached at this point is what could
go right what could be the thing that
just projects them into the stratosphere
in terms of them being in love with your
brand for the rest of their life and
what I'll probably talk about is I wear
Levi's jeans - those of you that that
know me and see me all the time so
that's that's the brand of jeans that I
wear they happen to fit very attached to
that brand I have been for 25 years they
used to have an amazing little story on
the label a little cardboard label
reading that amazing story and and
talking about it being sort of workers
Gina you know the workers jeans the
workers trousers in their evolution and
also I like the countries that Levi's
are made in they're not all made in
China Lots made in Mexico and I like
supporting the people in those areas and
so for me that's really critical it's
not about buying jeans from Italy
because they're in some amazing factory
it's really about supporting those
people in those places and equally you
know the ones that are made here in
Australia so I do buy some Australian
made products but but it's thinking
about that so for me that little tiny
thing that was attached to those jeans
25 years ago has meant that I've stuck
with that brand the whole time criticise
me if you will
but that's my thing so thinking about a
what could go
wrong approach to quality in the context
the risk-based thinking and we can talk
more about it later on but ultimately
it's about if you wanted to say well
what would I show you what would how
would we audit that section of the
standard start with the SWOT analysis
SWOT strengths weaknesses opportunities
and threats start with that capture that
how you see fit in your organization but
it's a really good opportunity to say
well what could we do what could go
wrong what could go right what our
opportunity our threats and start to
drill that down and that's definitely
with the people that I've sort of talked
to the part of preparation of the
standard and sort of the evolution of
this direction you can see that from
this quality sorry from the environment
and safety standards and the evolution
of those concepts risk management across
into your quality standard here there's
an enhanced requirement for dashboards
graphs ensuring a clear picture of your
organization's performance do you have a
clear picture of your organization's
performance and how often are you
presented with that clear picture I'll
bang on about it a lot but here at best
practice we have 30 statistics that we
record and report every Monday at 11
o'clock and we've been doing that for
four years and it gives us a constant
clear picture of how a tracking yes we
changed the numbers week to week not
week to week maybe month to month will
subtly adjust some of the statistics as
they become redundant irrelevant not
telling the right story but we can focus
in on different parts of the business
there's only in zoom out and change our
focus as we look around the organization
so without sort of digging down into the
clauses of the standard we've just said
in bracketing monitoring and measurement
in terms of ISO 9001 but it's an
enhanced requirement for dashboards
graphs that's the sort of stuff that
you're going to use to demonstrate the
data standards in place but more
importantly grow your organization get
the clear picture identify the
opportunity for improvement and
prioritize them if we do this these
customers will be more happy and buy
more or do more or interact more with us
if you're not for profit organization
this is going to help us with our
compliance
sorts of things so it's about getting
that clear picture stop focusing on the
policies the procedures the documents
the revisions the dates the paper the
toner all that sort of stuff
focus on the numbers and think about
what could you do to improve that
performance in that area if it needs to
be captured and if written down
instructions are a good way to help your
organization do the same thing over and
over again and prevent human error go
ahead and write those documents but if
other things are more effective then use
those other more effective controls last
point here on slide most exciting this
is without a doubt the most things up
done taken this is without a doubt the
most exciting for me
upgrade to ISO 9001 since the beginning
since in 1994 I put my first quality
management system together it's the most
exciting upgrade because it just says
you know what focus on your customers
you know what help your team understand
what they are doing right what are they
doing right what are they doing wrong
look at the stuff they're doing wrong
how can they improve that can someone
else come in and be stronger at doing
that thing because it's their strength
if someone's not very good at it and get
somebody in that is good and get the
person that's not very good at that to
do the thing that they're good at and
that's the competency part of the
standard so it's you know that more
enhanced requirement from a competency
perspective so I'm really really excited
and most importantly it's a better
standard for doing self evaluation it's
not hard to read it's here I've got a
copy of it I can't share the detail with
you for fear of copyright infringement
or what I can definitely say is that
it's not a narrative document it's easy
to read and I find that I'm more
successful and understanding your
standard when I come back to them I'll
come back to it every sort of four to
six weeks and just have a read through
and Shelley and I were reading through
yesterday in preparation for this
webinar and pulled out some new
terminology but I haven't seen before so
I've read it cover-to-cover
probably a dozen times and I'm seeing
new words new context every time later
and a more efficient system and more
confident to talk about it and I did
encourage you to do the same thing what
I can say is that if you're in Australia
you can now purchase the standard from
the ISO store so if you don't want to
buy from the car
provider of standards here in Australia
you don't have to it's an international
document and you can purchase purchase
it from ISO org and equally there's some
great information so I congratulate ISO
for the great website the great stuff
that they're doing and while it is sort
of a tightly round copyright by system
here in Australia with the sale of
standards I definitely if you're outside
it's very it's really easy but that's
where we purchased our standards from
now we purchased them from from is org
same price but but certainly I want to
make sure that the funds go to the right
source okay so top five focus points
some of you may seen these before and
they're the same because I'd encourage
you to do it I'm going to skim over it
so if you're watching on a mobile device
do a screenshot if you've got an iPhone
you press the home button and the power
button and that'll screenshot it will
screenshot this slide and and put it in
the comments but you can come back to
this presentation this is probably the
most important slide in the whole
presentation for anyone who needs to get
other people in the organization on
board so screenshot it or write the
points down off how much still is great
perfect so they can see all the points
so top five focus points are get a good
understanding of what page six is saying
because that's the sales pitch it's what
iso 9001 is all about it sets up the
context the quality management
principles are on page seven it's
important to understand the plan do
check act cycle as it relates to
business planning we see a lot a big
disconnect between the business plan or
no business plan in most organizations
we see a massive disconnect between the
business plan and the management system
that runs the organisation all this risk
safety risk environment risk corporate
social responsibility financial risk
insurance risk quality management
systems and then a business plan and our
two lines talk to each other and that's
ridiculous
and so I'd encourage you to understand
how does plan-do-check-act work in every
single department for every single
person in the whole organization and
that's truly amending your management
system and if you
nothing but train and campaign and nag
and educate all of the stuff in the
organization in their induction on
plan-do-check-act and only that then
you're going to have a great springboard
for the rest of equality management
system because when they walk in the
door they understand an all right okay
so that a plan what I'm going to do
we're going to do it we're gonna have a
look and see how we went and then if we
do that didn't go well okay what
are we going to do to improve that and
so constantly practicing and improving
and again use our hashtag hashtag keep
improving every day it's about
plan-do-check-act
and improving every day you don't need
to formalize it you don't need to write
it down you don't need to record it it's
just constantly thinking about that so
they're saying for whatever you
inductions if you think it's worthy and
and that's going to add some value okay
so page nine in Roman numerals there
talks about resource based thinking and
then section nine point one point three
analysis and evaluation telling overtime
guys fifty minutes okay come on I've got
tons of time so stay alive
we'll keep recording we'll keep a link
but we'll try and take the time
so as we move through the previous part
on the previous slide just to cover it
off we talked lots about dashboards here
at best practice it's about getting that
clear picture of your organization's
performance and that was the part of the
standard that we talked about okay six
point one actions to address risks and
opportunities so I was speaking to a
gentleman earlier in the week who's an
organization that we're working with up
in North America and a great
organization our international 17
countries really exciting projects and a
really exciting certification that we're
working on amazing services and he
talked about some deficiencies around
risk and opportunities and how that was
being audited
how it's being implemented and where
should they go so we've picked that
clause as a result of that conversation
this week because it is saying that
people struggling struggling to
understand with I understand and apply
so my question to you in the context of
this clause so have a read of section
6.1 of Arsenal on Towson
and ask these questions can you or in in
the context your organization can your
organization deliver the promises you
make to your customers can you deliver
them so what are the promises we make to
the customers what does that mean to
your organization and can we right now
yes or no close question yes or no
deliver those promises so if the answer
that question is yes okay how is there
any opportunity for human error this is
the concept of risk based thinking what
are our opportunities for improvement
what are the opportunities that we've
got to enhance our customers experience
so they keep coming back with revisiting
the organization we get more grant
funding if you're not for-profit or if
your service provision organization that
they have an amazing experience and they
tell all of their friends so our grant
body you know a government body a
regulator all those sorts of things have
a good interacting experience with us or
we just don't cause them any problems so
the next part now is does your system
drive to improve your features and
benefits so in any organization there's
a set of features and benefits we talk
about you know our values pitch our
priority you know what we're doing you
know you know all the bullet points that
go in the brochure we've got one here
for best practice you know this is a key
when I was a grad looking document it's
got a lot to drive pages it's got the
bullet points this is all the amazing
staff look at if you know best practice
ticks that's the brochure it's the sales
pitch you know so but does your system
the processes you go through the
management system you have does it drive
to improve those features of benefits so
we've said here's a feature of best
practice that if you get certified with
practice you have better sales and
marketing so increased competitiveness
competitiveness in your marketplace
right okay so how's the best practice
help our clients do that we sent out
5,000 postcards this week to people that
might buy from a company that's
certified that's what we're doing here
at best practice to help our clients
tell people that
five with best practice is a good thing
and they'll start to see the best
practice logo around actually that
company's got best practice well that's
fantastic but they must be good so
that's what we're doing that's our
management system so our marketing team
are part of our management system to
help drive our features and benefits
which is the best practice is a good
thing it's a benefit you if you're a
client of ours so how can your
organization having your management
system how can what you do drive those
improvements if you're on I know there's
a few safety people in this presentation
learning about iso 9001 a good safety
record well of course that's going to be
fantastic if you've got a poor safety
record from customers perspective or we
don't we don't that construction company
on our site doing your development
because they might kill somebody or from
a retail perspective well as a customer
I'm not gonna go to shop in that
facility because it's unsafe so a good
safety record and a good safety
management system that prevents
incidents and accidents is a good thing
from a customer perspective so we can
start to bring all of that stuff under
that umbrella of a quality management
system so does your system prevent or
reduce undesired effects and so that's
the you know think about the
consequences of your actions so if the
consequence of your action is a good
thing from a customer's perspective
doing if the consequence of your action
is a negative thing from a customer's
perspective then don't do it and put
preventive strategy in place in your
organization so they don't happen and
that would be your management system
your controls if we call it that if you
haven't got it now can you show project
plans to address risks and opportunities
that I'm not currently controlled so
what we're seeing is threats if you like
so from a SWOT analysis worsening
threats we're seeing weaknesses and the
organizations saying to us we haven't
fixed this yet and we're saying that's
cool let's look at what the standard
says and in 6.1 of the standard it says
that there are plans in place to address
those things so they might not be under
control yet but you're on the
improvement you know you're on the graph
of the improvement if you look at the
best practice like logos performance
over time so we're starting to look at
improvement plans
place to improve that statistic which
ties back to those dashboards and graphs
and clear organizational performance
picture that I talked about earlier your
plans in place to actually improve it
can't improve it now so our graphs going
to go flat what's going to happen when
this projects finished our performance
is going to improve right Oh duck eight
point five point one control of
production and service provision lots of
questions always about this I keep
coming back to it you know I went oh
this sounds frivolous and I apologize
but just get that whole management
system and put it in the bin all the
policies all the procedures all that
rubbish we've got to here best practice
with a Dropbox folder that's got
thousands and thousands of things that
have been written this is how your
lodging expense claim and this is a
uniform you wear and this is the haircut
you have to have and all those sorts of
things it's just not relevant so yes we
use it yes we improve it yes we updated
and we use it in inductions and we train
people and when it all goes pear-shaped
we refer back to it a lawyer once said
to me if you have to refer to the
document it's not you're not going to
recover you know and you're talking
about the context of contracts and the
law and legal requirements so if you've
got a refer to that refer back to the
document what's obviously gone pear
shape so my question to you is the
master and apprentice concept in terms
of learning and so when we talk about
control the product and service
provision this is not it used to be but
it's not now the part of the standard
where you write lots of policies and
procedures it's where you have a look at
these points and you say your
organization must have in accordance
with the standard control conditions
provided for providing and supplying
your products and services so let's just
explain them we talked about can you
deliver your promises to your customer
and can you avoid human error because
I've talked about that earlier so your
organization must have control
conditions that's the requirement of the
standard for providing and supplying
your products and services well why
wouldn't you want to have that because
you want to deliver the service to the
customer right on time on budget right
cost right time all that amazing you
know
thing time stuff so then you have a
system in place anyway right so what
document and what documented information
do you keyword here need what do you
actually need you do need the set of
instructions so right now I need a
document that's got a question on it
because I answer it through for some of
the people out there I need the document
in standard because it's got the words
that you need to follow but apart from
that we don't need many other documents
I don't need a document to tell me how
to present this webinar a lot of that's
committed to memory so that's my
training skills and experience so for
you if that keyword there is really what
you actually need so and when you think
back to my analogy about cookbooks and
the cooking industry and that great
stuff I think I need the video of how to
cook an amazing chocolate cake more than
I need the recipe in the video explains
the ingredients that I mean I do sort of
remember what the ingredients are so I
just need my memory refreshed a little
bit I need to remember the method of
what steps to follow and not forget a
couple of steps and sort of follow that
through that make sense so maybe you
know cookbooks are a good thing because
the procedure the work instruction is
just that one page it's just got a
couple little reminders hey don't forget
about this don't forget about this don't
forget about this and because I'm
inspired and motivated to deliver an
amazing outcome that's all I need so
something to consider that's all I need
how do you monitor and measure that
acceptance criteria for your products
and services are met
so what does that mean this webinar
quite tricky have your needs and
expectations being met we started almost
on time we've got some great content we
do hopefully doing what we promised we
would do for you it's free so those
sorts of things and that's thinking
about that but how many men and how do
we monitor and measure acceptance
criteria if it's something that you
commercially transacting with do you
need your customers sign off do you need
an internal sign-off do you need a
quality check those sorts of things to
start to think about if you talk about
Toyota as a car manufacturing company
and there'd be a thousand different
stories about them I heard a story once
upon a time
that there's 50,000 potential defects in
a vehicle that comes off the production
line so there's 50,000 things that could
be wrong that means it doesn't operate
it's not safe it's not right color it's
scratched it's smeared its marched now I
had a new vehicle delivered a few years
ago and I could see on the windscreen
the suction cut marks from when they had
installed the wind stirring in the
factory so the windscreen hadn't been
cleaned
is that a defect I still accepted the
view guys I could give that a quick buff
but not something you wouldn't
necessarily expect but really
interesting driving into the Sun first I
picked up the vehicle and I could see
the suction cup marks because the
windscreen was filthy so it's just
thinking about those sorts of things and
saying okay well what is it in our
organization and this quality standard
sort of digging down into that but start
to think about that now this would be
you checking before your customer checks
you because if your customer checks you
and that's wrong
gee that's very embarrassing and not
only that maybe you may give customer
angry violated upset I'm not going back
to them or more importantly not paying
you for the service do staff need
specific qualifications or training to
create or deliver your product or
service something to think about
specific have you got processes in place
to prevent human error now yes we can
think about that and how long's a piece
of string but it's starting to unpack
and understand from a risk-based
thinking perspective and that's all I
want to do today's be thought-provoking
I want to start to ask you what sorts of
things in your organization could impact
the outcomes because of human error and
that's where your maybe you want to
focus how much of an impact would that
have on a customer would that mean the
customers not going to pay although all
the funding body's not going to give us
our funding in the next round if you're
an awful profit how do you identify that
a product or services ready to be
released so something to consider okay
jack so when we talk about that when we
talk about all I sorts of questions I'm
going to encourage you now to consider
the hierarchy of control and that's
something that we're bringing in cross
from safety which has been sort of well
talked about and some of you might be
not in your head this is where we bring
the hierarchy of control into a quality
system and we say if there is the
potential for human error how can we
eliminate a very top level could we
substitute you know can we substitute
the process the procedure the place we
can replace it now down the side of the
screen there it talks about hazards but
let's talk about it in the concept of
quality I want to challenge you to start
to think about this definitely an
opportunity the integrated system what
might be engineering controls software
calculators equipment robotics
engineering all those sorts of things
with any of your processes so that you
guarantee the outcome share a funny
story with you and I apologize if we've
done this to you the most embarrassing
thing that we can do here at best
practice is spell a company name wrong
on the certificate and you know what it
happens we have an amazing CRM where we
type in the company name and that's it
and that CRM spits out certificates so
we've tried to engineer if you like or
substitute the risk so that it's not
someone just like looking at one screen
and looking another or copying and
pasting names but it still happens and
you know what happened it happens when
people do it manually instead of
following our process ok be in the CRM
it's too slow it doesn't print out
certificates properly they look like
crap so I just did it all myself in
Microsoft Word so that's where we have
problems when someone gets all for us
and how this thing doesn't work and they
do it in Microsoft Word I go cool you're
not frustrated anymore because you know
Microsoft Word but you know what you
just did you frustrated the customer and
me because if I didn't use the system
and you got it wrong so that's where
we've tried to solve the problem we are
humans and you know have a giggle at our
expense I'm ok with that but you know it
happens right so people we spill
people's names wrong we get certificates
wrong we get all this you know and I
hope this doesn't negative or negatively
reflect on us I'm just being honest we
try really hard to do it right we check
it we test it sometimes what's in front
of you you just don't see the problem
and so for us what we're constantly
doing and we're going through an amazing
project right now we're building a new
database that's hopefully gonna prevent
this happening in the future so I
apologize if we've done it to you
doesn't have enough that often but it is
incredibly embarrassing and I don't like
upsetting
and it's about you know it's that final
thing as there's been an amazing service
but it's that final thing that's we
sometimes do and it just upsets the
whole apple cart so constantly working
on it it does drive me to have a better
and better system but that's how we use
the hierarchy of controls personal
protective equipment might be bit
challenging if you've got suggestions
I'd love to hear them about how we can
use P P Union in quality management
system maybe in the amazing uniform you
know well presented maybe it's personal
hygiene about customer service staff I
don't have body odor their breath
doesn't smell all those sorts of things
how you present your organization your
marketing your branding all that sort of
stuff
okay Jack let's go so ladies and
gentlemen I just want to thank everybody
for listening to that great content on I
hope was for some value for you I just
want to talk to you about a couple of
things here we have got a course in our
training portal on ISO 9001
transitioning we also have a training
course on ISO 9001 where we go literally
Clause BY clause line by line through
the standard and they're all in separate
videos and they all sit there in that
training course so as you're learning
more and more about the standard it's a
great place to grab a copy of that
course I purchased the course and then
you can go forwards and backwards
through that as you get to a part of the
standard you might be doing an internal
order you might be training your
organization on that it's a great course
to purchase it's not something that you
just do and it's done so we've moved
away from you come to our office or our
training rooms and you do a course and
that's it it's done and dusted when you
purchase a course from the training
academy you get your you're putting your
email address i'd suggest you use your
personal email address you pay for the
course you get username and password and
it's yours and it's accessible forever
so it is really cool because it keep
coming back to it and then you can you
can refer back to it you know forwards
and back in the particular course so
this one there's there's transitioning
courses for the new standards for
environment for for quality it's a great
internal auditors course over on this
side it
Internal Auditors course we've taken
what was our two-day internal audit of
course that we used to run on a
one-on-one basis or on a group basis
we've converted that all to videos it's
got the workbook it's got an amazing
book on internal auditing that we've
updated I think it's now - its 11th
edition
it's an incredible handout you can print
it out you can use that as your
reference if you're conducting internal
auditors or you can use that manual to
be our Assessors over the head with when
they're not doing the right thing so it
is quite cool so that's our internal
auditing course and equally for each of
the standards we have a course where we
get a clause by clause through the
standard and explain it in the same
content so what we've done today is give
you a bit of an insight into the
different clauses of the standards how
we present those courses you want Bob
there's tons more there and there great
value so if you are excited by that I
think on the next slide we've got we do
we have an offer so we've got a bundle
deal today for you guys and it's only
for you guys we're with and this is the
training academy this is what funds all
this this amazing work that we do we've
got iso 9001 2015 essentials so that's
the course where we go Clause BY clause
through the standard I'd encourage you
to definitely have a look at that course
there's an intro video that just
explains it
so you can watch that video before you
actually purchase it and Shelley and
Lauren have bundled up the 9001
transitioning which talks about the
transition between the old standard
under the new standard they put it into
one bundle deal with a massive discount
and they've got it there for $4.99
Australian dollars plus sorry including
GST so for you and your organisation's
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I don't think about that Shelley Shelley
is like you can't put hearts on the
slide but it is it's
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lot of video lots of notes and they're
fantastic so should we get into some
questions where we got jelly I'm gonna
do that one first so if you'd like to
post some questions you can post those
on we still live on Facebook we're live
on Facebook if you if you want to post
the question and now is the time to do
it or YouTube if you want to post a
comment if you watch on Facebook you'll
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can post the comment on our facebook
page Shelley oh really doubt but we've
got one here so shout out to David and
Amanda and lots of history with these
guys thanks very much for the question
so it's around inspection and test plans
and inspection so I tepees and itcs
and in terms of quality works in process
and I did think a lot about this so this
question comes from a construction
company that have a long history great
quality of work they're renowned for
some incredible work one sort of named
names at this stage if you want their
contact details they do commercial work
give us a call and I can tell you they
are very one sort of share them because
I don't want to embarrass them online
but what I can say incredible quality
work I've known about the company for
time and and what they've got is they've
got quite a cumbersome quality
management system which has got ITP
switch or inspection and test plans and
lots and lots of control documents
checklists and sign offs as part of the
workflow now it is always a challenge
with the constant turnover of staff to
keep people motivated and inspired and
confident in filling out quality
documentation and on project sites so
the first question is how are they
required by ISO 9001 and the answer that
question is not they're not however they
may be required for some of their
clients definitely some of the
government work that they do - the
mandatory requirement those forms and
that quality checklist paperwork needs
to be submitted with the invoice to get
paid on works of two million dollars so
that's a government client and you're
doing the work and you're filling out
that paperwork for that client
so my recommendation would be to try and
open a conversation with the clients on
those projects when they're being set up
to say how much detail would you like in
this paperwork
what's the guidelines have you got for
us in terms of what you want us to prove
and sign off on as part of the
construction is project project
otherwise the alternative if it's not
required is to just do what you're happy
with so with your trades your
subcontractors your packages what is
going to give you confidence in the
product that you've been provided and
for the bulk of your subcontract
packages what can they provide to you so
do you do the inspection yourself do you
get your sub form and all your
supervisors your project managers -
those inspections or do you get a you
know a self reporting sign-off from the
contractors you're using so it's about
you guys having the confidence in your
end product and that human error has
been prevented and the paperwork's not
necessarily on prevent it but maybe it
could be a photograph for a video those
sorts of things as part of that
inspection and that becomes the record
that something was done
definitely major construction and
structural construction you're going to
get an engineer to do those inspections
so maybe it's time to liaise with the
engineer on you know you doing steel
inspections and structural inspection
through the major parts of the project
but I will probably anticipate that it's
the finishing trades that are a problem
I'd probably recommend that the
waterproofing trades would be the ones
that you might focus on so you might
have really heavy paperwork for
waterproofing trades because that's
where you get big valuable defects
they've cost a lot of money areas so
David I said I would talk to you about
that and so give me a call okay who else
the main benefits of the new 2015
standard is it's an aside from it being
amazing is that it's a much more
condensed standard that focuses more on
improvement more on communication more
on leadership and more on performance
tracking so it's a sure standard it's
easier to integrate with safety and
environment so it's in terms of having a
risk management framework for all types
of risks across the organization it's
consistent now so it's a great little
guidance document so even if you don't
get certified even if you don't want to
have anything to do with this sort of
certification industry you just want to
maybe do something about training
courses you just want to use it sort of
loosely refer to it in your organization
give you some guidance great little
standard to give you sort of a you know
all the different types of risk a
financial risk customer is a safety risk
Industrial Relations risk Seliger is
really good way to say ok what could go
wrong what are going to be the things
we're going to do to prevent that how
we're going to check that we keep doing
the things to prevent it so if you
stopped it so an internal audits about
checking that we're doing the things to
prevent the things happening and so it's
how it all into our internal audits but
that's sort of one of the ways to keep
checking that things are in place so
sort of the random sampling you're
looking I don't make sense so it's
amazing it's shorter it's got an
integrated approach to risk stop
bureaucratic doesn't require you to
write lots of documents those guys on do
you feel the Equality manual
do you still need a quality manual do I
want you to have one
no let's read what the standard says the
standard says standard the
organization's quality management system
shall include documented information
required by this international standard
documented information determined by the
organization has been necessary for the
effectiveness of the quality management
system the extent of the documented
information for quality management
system can differ from one organization
to the next so do you need a manual what
do you use them for
so quality manuals were meant to be used
to give people guidance of where things
were and what to follow so quality
manual was meant to be like the contents
page of a recipe book this is where all
the recipes are this is where all the
instructions are for how to do things in
the organization so my question to you
is how does someone in your organization
who knows the organization they've been
there a little while they've been
inducted how do they know where to go to
find the information or where do they go
in your organization to find the
information to do their job that's your
quality manual if you like and so we've
moved away from this big document we've
got on here best practice be for that
certification manual that jazz hands
require may be nice if jazz hands moved
into the future and stopped us needing
to write all this stuff down at the
thousand procedures probably shouldn't
blank jazz hands I'll get off my high
horse because it's an international
standard and it's our international
standard however people go here at best
practice into our videos they're going
to have different systems and different
processes to find out what to do and so
you know use an internet site use a
website here's a Facebook page here best
practice we use a closed private
Facebook group - lots of communication
and training with our staff we've post
videos we track your watches the videos
that's like our record of training it
means the people don't have to stop what
they're doing to do the training they
can do it at a time that's convenient we
don't have to stop the whole company or
the same time
training so did I answer the question
yes yep thinking being introduced to the
standard why has risk-based thinking
many introduced a standard look I think
that it's something that's been coming
for a very long time that there's been
an emerging sort of concept that think
about the consequences of your action
didn't do something about it the first
couple of versions of the standards that
plan people didn't understand the plan
meant risk and so to I think what's
happened is the standards evolved to be
more meaningful and more easy to
understand and I think it's quite
exciting so risk based thinking the
international community management
community now understands risk and so
rather than say planning quality
management system it says to have
risk-based thinking and it's exactly who
gives a half cost I know what to do and
then it all falls into place and that's
much easier more questions Shellie
that's it so I'm gonna stay online with
Facebook page and monitor those
questions so if you want to post those
comments there or on YouTube we'll
monitor those I'd like to thank
everybody Jack if you just want to go
back up one slide for me and it's when I
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