Top 5 focus points to get ISO 9001:2015 certified within 8 weeks! Video Lecture | ISO 9001 (Quality Management): Achieve Business Excellence - Management

I'm code assuming I'm the CEO here at
best practice I'd like to welcome you
all to this webinar today and thank you
for contributing your amazing time to us
so that I can share this share his
content with you so we're gonna talk
through last 1,001 2015 today and some
focus points we've got I guess the
consolidation of some information around
trends analysis across about a thousand
companies and we won't go into too much
of that data but I'll share some focus
points so there's some very quick slides
that we'll run over as part of this
presentation so I head up best practice
here I've got our training academy
turnkey with me today who have put this
together and sent out all the emails and
Regios and almost lots of things just a
little bit of housekeeping if you lose
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here on my right reading the comments
and moderating what's happening here for
me and I'm gonna Lexi Kia behind the
camera I'm shooting for best practice
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so there's a couple of requests I have
one is that if you're hoping that
someone else could see this presentation
there'll be a link available audio
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after the presentation and we'll move
right along so what I'm going to do
ladies and gentlemen I'm just going to
share my desktop for you and I've got
some slides for you so we'll just move
across over there let's just quickly
present everyone button and click
present he
okay thumbs up from everybody you can
get slides okay so obviously my Maccoby
'cimmanon and thank you very much of
your time and thanks for joining us and
what I'm going to take you through today
is a little bit of an insight into a
refocus of iso 9001 here in the 2015
edition of the standard it's definitely
top tips and tricks' we're not going to
go in detail because we haven't got
enough time cause why cause through the
standard but what we are going to do I'm
going to give you two clauses of the
standard that I think of a starting
point to look at the new standard and
where the biggest changes have been in
my view and then we can go from there so
by all means as we go through the
presentation if you have any specific
comments go right ahead and comment in
the comment section if you're doing this
on YouTube and I'll cover those for you
I'll cover all the questions so it may
be just the case of hanging around or
old type of response as we leave so just
a quick little welcome a little bit
about best practice certification and
best practice there's two parts to this
business there's a training academy
which this this falls under and there's
also a certification business and
probably what's the most important thing
to communicate with everybody out there
is that the two parts of a business
really are focused on helping businesses
grow and improve and that's what we're
really inspired and motivated to do here
best practice and that's what the team
is all about and then within those
organizations and within those
businesses we're all about helping the
people grow so the training academy mini
academy is all about helping people and
obviously the association business is
about focusing on business improvement
and we happen to do best practice
assessments and those certifications in
that space to make that happen so best
practice training academy has just been
launched we have been up until now
running in more of a live bums on seats
face to face type environment and we've
just done a huge relaunch of all of our
training courses across in our online
training academy and that's you've
obviously registered to this webinar
through that training academy have a
browse around we've got about 50 courses
in production at the moment there's
obviously some billet life and I'd
encourage you to have a look at that
it's an opt-in
it's totally up to you it's just about
making you guys aware that that register
exists so today's session
sponsored by the best practice training
academy and there's a special webinar
training offer that we've made available
to you guys and that's something that
we'll cover at the end of the webinar
webinar is a special discount on an ISO
9001:2000 typically basics course and we
go Klaus why Klaus through the standard
even video format and it's definitely
something that I'd encourage you all to
have a look at and it's and it's coupled
up as a discounted offer without income
order to training so if you have a
quality management system or you're
developing a quality management system
and participating in this webinar is a
way of finding out a bit more about the
standard I'll definitely have a look at
that bundle deal it's about a 65%
discount which is absolutely excellent
this is the end of the sales pitch which
is it's just giving you guys to
understand that our training academy
funds all of this free content that we
put out so let's just talk about that
content we're posting on facebook we're
posting on YouTube we're posting on
Instagram and we're posting on LinkedIn
more than once a week so in different
platforms depending on the social media
platform that you like to consume your
content as the tons of stuff coming up
last year sorry last week we put out 12
videos on our YouTube channel so if you
jump across and have a look at the
YouTube channel there's a master class
we're in very much Lisa format we've
gone through ice one one thousand one in
ten videos and I'd encourage you to look
at that there's no sales pitch in that
stuff it's just it's just our commentary
around what we think is a good thing to
focus on and how to move through the new
edition of the standard the other thing
that I've requests are so that you do
get to get some of these content reach
out to me on LinkedIn and that's my
handle their pattern focused in that and
obviously at this practice clearly is
what you can search there's a hashtag
there that we use across all those
platforms keep improving every day we do
do a little bit on Twitter if you're a
Twitter user but it's at this stage
we're just trying to keep up with the
workload with the other platforms and
we'll get around to do one we'll get
around to Twitter in the future of
guarantee so we have further ado let's
get into it
we're obviously live on Facebook and go
right ahead if you want to see me I'm
Shelley we'll put up a few posts
without slides so getting right into ISO
9001 come it is something that I think
it's important for us in this discussion
and in this webinar to go back to first
principles and understand that we can
have a real good look back into customer
satisfaction because okay everything
under control perfect
so what we're talking there is about why
is iso 9001
you know why does it physically exist
and its primary focus is on managing
customer satisfaction and I will talk
about it as we go through this
presentation what my view is but it's
really going back to first principles I
think quality management systems have
gone too far to thousands of documents
and critical processes and bureaucracy
and science and checklists and always
lots of themes and they've completely
forgotten the fact that it's meant to be
customer centric and the true intent of
the standard is its customer centricity
and thinking about what can you do to
enhance the customers spirit what can
you do to enhance the customers
experience and what can you do to
prevent and negatively experience with
your customers and I think that if you
can take that away from this webinar and
process that within your organization
then then you're following the true
intent of our Sun 1001 definitely the
new standard iso 9001 can be used to to
manage other risk areas in the business
it's taken now a very clear crystallized
risk-based approach to the standard and
we will talk about that and I'll talk
about where we're in parts of the
standard that's been adjusted and it's
identifying and managing customer
expectations it's been you know it has
been there in standard up until 2015 but
it's been implicit so it hasn't been
specifically stated and and I think you
know up until 2015 we've maybe not had a
real good focus we've sort of lost our
way certainly the 1994 edition of the
standard required 18 procedures to be
written
they had absolutely nothing to do with
the customers and running your business
in the 2000 edition of the standard you
know it became a little bit less
prescriptive 2008 even less so so we're
talking about six mandatory procedures
and now we haven't got or as it's become
more slight not totally a lot more
silent on the need to write thousands of
documents must be real don't read them
anyway so I think from a quality
management industry perspective globally
we've realized it didn't go well
and so this edition of one I think's the
most exciting and I'm obviously quite
passionate about it for those of you out
there I know there's a few of you that
know me quite well on the registration
list they're watching this webinar you
know that I'm passionate about this then
so let's look at what I'm passionate
about but a couple of slides here for
you every day I hear thousands of
compliance and and as weeks and months
and years go by we start to hear common
complaints and similar complaints we do
our be here best practice to try and
build our business and structure our
services to to get on the front foot to
prevent those things happening go to the
our quality management system in action
but what we often hear is that we've got
thousands of policies and procedures
that we have to keep updating and a
costs of fortune it's really really
expensive toner on white paper and yes
we hear or I think globally the
industry's heard and and has adjusted
because I think that if you could take
my opinion now is what you know what
your staff or what are the team members
of your organizations what they do when
they leave work what how they consume
content and for the vast majority of
certainly in the Australian culture it's
going to turn on the television
so that's equals to mean that maybe
that's the way that people write
consuming content and so then we bring
them into business can we do it in this
fashion the all these things webinar I'm
showing you the slide but certainly what
we're trying to do in our YouTube
channel and on Facebook piece is be
sharing more information with you that
is lifting your level of knowledge and
lifting more skills and competencies so
we're trying to embrace that because
we've down that we've got much like
interaction and then we're also doing
that internally with our staff training
now obviously common complaint is that
1001 and certification unless it's used
as the box-ticking exercise we've all
heard that and I obviously hear it from
all of you out in the community and you
might sort of hear that in isolation
that's a pivot box to be exercised but
certainly a common common complaint I
hear a lot that I said as one does
nothing for our business and it's like
anything it's you get out of it what you
put into it and we'll talk more about
what my vision is and my thoughts and
focus points in this presentation to
address that the external auditors keep
changing and that's probably more
associated with certification then it is
we've generally implemented ISO 9001 and
I'll be very clear you can have a
quality management system that meets the
requirements of our so long as we want
it doesn't have to be certified to meet
the requirement as one it's often your
clients your customers that are
requiring you to get that external
certification so it's a government
tender or it's that structured customer
procurement environment and in the
context of external auditors are we we
coach our team here to be very very you
know skilled in learning a client's
business very very quickly and adapting
because they ultimately looking at the
business management and the quality
management system not necessarily the
business so they're giving you guys how
is your system my clients on how to run
your business so I think it's really
important there that's going to be the
way of the future is people will shuffle
around and we try to do it but I'm
certainly young that frustration that
you guys have you know we can re-educate
a new water to every time if you have
that absolutely complaint I hear lies
that no one reads our procedures and I
can hear you because no really that
curious practice we're a company too and
that sound that's definitely something
that we hear and ammunition of the
standard that's why it's better over non
reason anyway it's very expensive timer
on very expensive white paper that sits
on a shelf will be blowing the dust off
it and even nowadays when it's a
paperless office it sits in a servant
driver or a Dropbox folder no one can
find it anyway so I think with this
the standard that's been heard globally
and the last complaint which is the
funniest one of all is that iso 9001 is
a complete waste of time
and again my point is that you get out
of it what you put into it and what I'm
hoping to do with you guys on this
webinar today is turn your focal
directional your priority or your first
stepping stone around to give you some
places even the standard to go to and
I've got a little stand here in front of
me but I've read from but to give you
some step off points into your quality
system I think this well you don't need
to make major changes and in fact you
don't means make very many at all in
terms of making major changes within
your organization to upgrade from 2009
to 2015 addition at the standard your
certification is something that you do
because there's definitely people out
there that are not certified with us I
think it's really important to be
thinking about what I would prefer that
you focus on is improving your business
every day and and we will help you to
maintain certification but that's that's
what we're passionate about that's what
we want to do them at the outcome that
we want we want to achieve so we want to
see we do results together and seeing
your business your customers experience
improving every day and that's our
ultimate objective we can use ISO 9000
want to do that and obviously some other
things but that's what we might want to
do so um let's just go back to some
first principles and ISO 9001 it's
obviously you know the business title
for ISO 9001 2015 quality management
systems requirements and so when we go
from page four and the pre or the
introduction in Austin 1001 and I would
encourage you to to procure a copy of
the standard approaches are probably the
standard all download one of the awesome
a month house 1 checklists that are in
our training portal if you're logged in
to this webinar through are you kidding
there's a couple free checklist that you
can download a day this doesn't also not
desn't 1 2015 checklist I rub it on the
lights and do that straight off to the
webinar grab that checklist arms free
and I think going back to that is that
this is a prescriptive
frame
work for building a business plan if you
like and we had a discussion in the
office just before starting this webinar
that you know some of the newer members
of our team here at best practice were
saying we what sauce icon tells one tell
you what do you know about it and when
you follow the standard not in its
entirety
you're looking very explicit compliance
but when you start to understand the
framework so how it sort of suits
together in modules different does does
help you go the business plan so quickly
talking about some changes I'm very
conscious of time and to talk about is
that iso 9001 2015 has changed how it
starts and and it talks about taking a
risk-based approach to customer focus
and the most simplest thing i can talk
to you there is understanding what you
can do to upset a customer and what you
can do to make a customer smile and
that's all of your customers and yes I
appreciate and I've looked at you know I
understand some of the realizations and
the customer relationship is very very
complex particularly for some of the
larger organizations that are
represented in our audience today I hear
you that you your customers relationship
is very very complex and I think it's
very important to be thinking about each
and every specific person who you're
connecting with our customer
particularly on some of the larger more
complicated projects that I know some of
you do and think about what's going to
upset them now portal personality
clashes of slide let's talk about things
like service level agreements and those
types of things and what is the true
intent that those things are trying to
achieve and what is it that they're
asking for and then Doris assessment and
what I'm getting to that
likelihood consequences but likely I've
been using the term violated so what is
it that you could do or your team and
the people involved in providing a
service that could make your customers
feel violated and I think that's a
really good starting point and I hope
some of you having a bit of a chocolate
that most famous here that it's
definitely thinking about okay well
let's start there because the last thing
we want to do is make our clients
clients violated so then one
to use could it could that happen this
afternoon
so while you guys are watching this
webinar one of your team members or a
member of your organization out there in
you know the world that they're doing
business for your organization would
they be upsetting or making customers
feel violated and I can definitely say
that if you stranger statistics recently
putting out a small survey to the whole
country definitely a lot of people
weren't happy and I think that in that
instance probably you know the potential
for that circumstance to eventuate was
very very real the consequence is very
very high and so the the appropriate
controls I don't believe we put in place
to prevent that incident occurring and
then certainly when it did occur in that
it was very very likely and it did
actually come to fruition there wasn't
the you know disaster recovery plan in
place with a really good PR strategy so
what are we going to do is we do
actually upset our customers and here we
go to recover from that so you know if
you know takes easily easily needs to
build up their amazing reputations and
then it can be all lost
very very quickly um 2015 edition under
standard is become more silent on
writing and lots and lots of documents
and I will certainly be the first person
to say if you've got stuff in your
system that hasn't been used delete it
and that's definitely something to
consider in you know is it is that
paper-based thing that you use that
policy that procedure you know that that
text and writing that's on paper is it
really an effective way of guiding the
people in your organization to do the
things that they need to be done to
satisfy customers and what we've
observed is that is certainly you know
certainly that they're not useful
they're not effective and time and time
again we're auditing and assessing
organizations and seeing this scene
stuff that's not being used and the
tell-tale sign for us is that it all
gets updated in the three or four days
preceding an audit or an assessment and
we see that we see that in the revision
status
we see it in the last Bank modified you
show us an electronic folder levels we
see all these documents all lined up and
we can see that stuffs getting updated
and and look I appreciate that you clean
the house before the party and we all do
that we're going to do a bit of a tidy
up and certainly when you're prepping
for a little bit of a tidy up and you
want a good result but for us it's an
indicator that the systems you really
not the system if that makes sense and
so you know what I'm going to hold you
to account we really want to look at all
what are people using for guidance and
instruction and if you've watched some
of our YouTube videos and encouraged
that you do I talk what lots about
making an amazing chocolate cake and
this is a really good analogy for
everybody because we all understand
cooking that you know we want to make a
break chocolate cake what's the person
we're going to do we're going to go over
to a recipe you know and then we're
going to think about okay what's the
method don't be and then we're going to
we're going to get all the ingredients
together on the kitchen bench and then
we got to start to put them together and
follow the methodology and you know what
the first one is probably not going to
be very good so what the police have
gone into the advice I've got for you
here is do you when we produce in your
policy or system or set of guidelines in
the organisation
give your team time to practice and fail
and and that might start to say well
okay maybe writing procedures not the
way to go maybe releasing a new policy
and expecting absolutely compliance from
day one is not the way to go but how can
we coach and motivate and inspire our
team members as we go to get better and
metal levels with compliance over time
so it's just you know I just want to
provoke a few thoughts here and I
definitely want to discourage the use of
lots of documents unless of course some
customers of your industry requires I
don't do it for one so ISO 9001 is about
giving your team guidance and support to
deliver an amazing service to you
customer iso 9001 is definitely not
about writing everything down and
expecting all your processes to be
documented um a cool thing about iso
9001 it's been realigned to be and
follow the more successful 4matic the
other management system standards that
have been around for a little while so
now when you look at the new version one
and one and also the older versions of
14001 and is ends it as for a toe on the
safety standard you'll see that the
stand is now along a piece of technical
jargon that you'll carry out their
industries that thing called an ex SL
and so also has issued an annex SL which
is how the management system
specifications are required to be
formatted and so now having an
integrated management system is much
easier because you have a quality
management system standard that follows
the same numbering and the same so
intent caused by Klaus has 20,000 won
and you will see ISO 45,000 won which
will be the new Global's by a chance
with workplace health and safety
standard come out at the end of this
year it's in drop there's a few draft
copies that you can find if you're a
good Googler sliding around the internet
and you'll see that on that document
ultimately they're planning a release
towards this year or early next year and
it's not significantly different from
14001 so if you were to get 48 out a new
version 2015 version of 14001 if you
were to get that document and exchange
environment for workplace health and
safety you essentially have 45,000 one
adding in a few of them seems like
consultation and strengthening
communication but you can use that so
they'll get heads up on 45,000 won and
if you wouldn't want me to run a webinar
on either of those ends which could plan
to do anyway when you'd like to
participate just reach out to us and let
us know that you're gonna be notified
probably suggest that we'll be doing for
10,000 won in about three weeks time we
broadcast well it doesn't want they now
follow this sort of format
go ahead but anyway okay so we've just
had a question what are we talking about
with 27001
exactly the same system format and and
yes we'll also run a women out on recent
tales about the question it's just
coming any other questions okay come
they're on this slide is that I'm
obviously very passionate about this but
in my view this is the most exciting
upgrades also 9001 since 1994 and I've
been working with quality management
systems and the quality management
specification since 1994 that's when I
put together my first quality management
system and I've been banging on for a
very long time about how these things
should be structured and how to take a
good approach to the management of
quality in a business and it's good to
see that someone else has had the same
thoughts as I have so we're seeing the
reinforcement of the self evaluation and
improvement cycle which you see there on
our slides is some plan to check and act
so with ultimately you know in the
assessment industry that we work in
which is the bulk of our work here at
best practice we're ultimately
certifying that in the quality space
where ultimately certifying that you
have a quality management system that to
look after your customers that is your
self evaluation system so if I use the
example you've got a bit of a training
program or a fitness program and you
need to go to the gym and you measure
your performance and you get on the
scales to see how your weight loss is
going it's very similar so what we're
looking for key if you want some inside
information on you know what we're
coaching young teams we look forward and
they're Apple assessments we're looking
that they were tracking your performance
and you have a system in place to
analyze how you're going make a plan and
set some objectives and targets to get
better performance and we recently did a
couple of videos on our YouTube channel
there's a three part series there if you
want to go back at least and so I think
it's important to sort of look at that
how do those people foremost get to that
point while I practice practice practice
I practice and check and people analyze
when they get you know people involved
to give them advice and guidance for any
training techniques and that's
definitely something that we are looking
for here at best practice we're moving
way
from and I in fact you know I discourage
my team to be issuing things like
document control non-conformance --is
we're moving away from those types of
assessments and we go and this is also a
presentation to give you a bit of an
insight into where our focus points over
their team is to be going and looking at
we want to see how you track the
performance we want to see you know what
have you identified with regards to your
customers and and and what have you
identified with regards to areas of your
business that you could potentially
improve and then how are you tracking
and mapping that how are you
communicating with your team how are you
letting your team digest and absorb that
new information and and only given up
take time for their competency and
skills to grow and evolve and are you
giving them the opportunity to you know
to practice and fail in a test
environment before you go live a time
you know and so that's basically on a
risk-based approaches you might let them
go over something that's quite simple
but if there's a significant area of
changing the business having them
nurture that changing digest that let
your team digest the new information and
for those of you in the construction
industry it's like winning in tender and
then starting the work on-site the next
day you know I've always been an
advocate for enabling the project team
to digest this project because they
haven't been involved in the Tendo
there's been a huge there's been a
tendon team that's maybe worked on that
tender for three or four or five months
and then all of a sudden the project
teams ready to start you do that
handover do you shed you on your
progress and time to digestion because
that's when be mistakes be the expensive
mistakes can get made on on
reconstruction in infrastructure
produces is that concept of digestion
and absorption of information so I hope
they tell me and that's definitely what
we're looking for as a more modern
approach to this exercise coming up with
named one of those blue today okay so
I've got our five focus points here and
for those of you that have just come
online and it's starting to join us down
on the bottom of your screen you'll see
a YouTube logo if you're not already in
YouTube and you can click on that in you
can watch on YouTube and
post comments and questions on the side
of your screen on the right-hand side of
your screen watching this presentation
and also don't forget you even do
screenshots so if you want this slide if
you want these notes you go back and
watch this presentation but don't you
know if you're sitting in front of your
desktop or a laptop to screenshot if you
want you can recapture this content and
go out of here we will put the slides up
in our training portal we'll do we'll
try and get that afternoon so that you
can download it there's also an ISO 9001
checklist there for you if you missed
that so the top five focus points you
know this is this is obviously the best
practices perspective this is our
opinion and this is the guidance we're
giving you in terms of what we believe
you should start with and focus on and I
did a bit of a survey and you know
they're probably been guilty here at
best practice of maybe ignoring a
standard as much as everybody else but I
ask you all the questions when was the
last time you read iso 9001 you know
cover to cover and certainly when I ask
the question here in this business we
sort of just operate without maybe going
to the level of detail that we need to
but I often find personally my
experience is when I do pick it up you
know I sort of bit more unless there's
definitely guilty parties in this
particular watching his presentation
that that maybe they don't sort of pay
enough attention to the standard because
it is great it's got some good stuff a
lot of efforts gone into it so I'm going
to start at page four and just take you
through a couple of things because going
back to first principles here with this
quality management system and the new
revision of the standard it's going to
set you on the right steppings back to
go forward with some changes and maybe a
you know an adjustment with your
management system obviously to address
3015 so you can continue to be certified
and transitioned with the new version of
the standard but more importantly what
we really love to see is your business
improve and customers that are more
amazing experience and so the very first
two lines of the new standard in under
the introduction in section 0.1 general
is this statement or reader to you the
adoption of
quality management system is a strategic
decision for organization that can help
to improve its overall performance and
provide a sound basis for sustainable
development initiatives and so from a
trends analysis perspective we see time
and time again organizations adopt in
choosing to implement a quality
management system and it's not a
strategic decision and so we see that
organization constantly challenged
around engagement of senior management
or top-level management at the board
level the shareholder level right down
through them the management chain
because it's something that's come from
left field lower down in the
organization we've got to do this to
comply and so I think what is really
important is to truly embrace and
receive the amazing benefits that this
system structure has is to start at that
point and if you want my help I will
offer it reach out to us and if you want
me to do a presentation or if you want
to if you want a link to a video to
share we will team all your directors
with the people that you know the
decision-makers in the business and you
want out that's what our YouTube
channels for that's what I'm here for at
best practices to help you get that
engagement at that level and you don't
and going back to this day an adoption
or a quality management system is a
strategic decision for an organization
that can help to improve its performance
and and bringing this new edition of the
standard right up there maybe open in
this page and pushing it across the
table in a management review if you're
if you're running a quality management
system already and you do manage reviews
we've process in the next round put this
on the table and say is this a strategic
decision that we've made here in the
business to do this for we're just doing
it because we've been told and I can
guarantee that if this management system
and quality management system is a
challenge for you we're not thinking at
the right level now the second part is
from a focal point is that there's seven
quality management principles on page
seven there which is section zero point
two and it's those seven quality
management principles why we'll get to
Paul here on the slide which talks about
risk-based thinking I would suggest if
you haven't done a quality risk
assessment before that you use this
checklist as these principles as a way
of a starting point in terms of thinking
about how do we do this appalling
distressed space thinking to a quality
perspective if you want my guidance on a
piece of evidence to generate if it's
suitable for your business and I put
that disclaimer there if it's suitable
for your business developing a risk
register around the things that you can
do that upset your customers is a good
idea and that could be a piece of
evidence that you could show to the
cruise that you've been through the
toilet process so we're not interested
in the spreadsheet and that looks nice
when it's got the right font and it's
the right colors and it's the right text
and the Spelling's right and some spots
are in the right place we're interested
for the demonstration of the thought
process and so to encourage any to have
a well-structured thought process I'd
recommend that you focus on these seven
quality management principles and I'll
read them to you they are customer focus
leadership engagement of people process
approach improvement even an
evidence-based decision-making and
relationship management and they form a
good they form a good methodology to
survey in the context of observing your
customers or in the context of enhancing
them the amazing positive uplifting
experience that our customers can
potentially have with our organization
is how can they you know how can we look
at customer based focus trees so we
would take our eye off the ball we're
focusing on you know for those of you in
the construction industry build this
thing but we forgot that we've got this
client is very nervous because we've
completely ripped apart this beautiful
asset that they have or as an asset
that's run down on imports or it's a
green field knowing the spot those are
the sorts of things you know that all
they've got a very tight budget and so
they've given us all of their money that
you know their government departments
all over me they've been allocated to
the next Walmart's and given us that to
build their build their project and so
they're very they get very very nervous
and so there can be small things that
happen that cause obviously huge
consequences of us starting to unpack
and maybe identify some of those risk
and you know what it's okay not to get
you know it's never going to be right so
they're going to be perfect but it's
we'd like to see people having a go and
rather than the not if that makes sense
and it's better to be unfunny and a mess
and and you can demonstrate the thought
process then is perfectly formatted
spreadsheet make sense because it's
needs to be a living and breathing
process in your organization's based
approach so using those headings those
77 quality management principles are
there any potential leadership risks any
potential engagement of people risks any
potential process approach risks and
then we can start with an opportunity
improvement and then we can say how are
we speaking are we talking about an
issue subjectively or are we using facts
and certainly the quality management
system you want to use facts and I'm
bringing to my most favorite topic in a
couple of slides of time what we're
talking about that um and so then
obviously relationship management and
that's a very high-level statement
motherhood statement in the context list
and it's talking about their suppliers
and also your customers and and some of
the organizations that are participating
in this webinar
I do you know that your customers form
part of your project teams and part of
your service delivery and while they
while they sort of pay for your service
they do sort of pop in and help one your
organization because you sort of share
the cost and so is important to sort of
unpack what some of those risks might be
I think in the ultimate service for the
drinkers we if that you know maybe if
you want to steal or quotes dozens of my
quotes or point me is that Roger lately
looking for the customer to have a
positive uplifting emotional experience
and from a focus point here what can
your organization do to make your
customers feel a lot of joy or surprise
there are three most powerful emotions
on the emotion scale in terms of
managing customers and customer
expectations so brainstorming exercise
with your team to start to look at this
and say what can we do or what do we do
and and where we see our customers feel
larger in surprise
positive uplifting emotion experience
that casual customers raving about your
services and then that word of mouth
referral winning more tenders they just
they just can't possibly procure anybody
else because the experience with your
organization is just incredible and
that's look I know it's a stretch target
and I know it's upon us fine
no I know some of you out there that
will be done with you chuckling at least
comments but but ultimately that's my
vision is to get me those thinking in
that particular direction the third
focus point there that I'd encourage you
to be having a look at is that we want
to revisit plan-do-check-act
as a cycle and so I would encourage you
to be thinking about management review
on a regular basis not annually I'd be
encouraging you to think about things
like internal audits on a regular basis
not annually and so while we will accept
and certify that you've met you've met
or upon understanding if you if you do
your manager your penally we're not
talking in this webinar about one of the
minimum of things you need to do to get
certified by talking about getting real
benefits from this new amazing edition
of the standard pen so the constant
cycle of the improvement plan do check
act and practice practice practice
breaking things down into small carts
and little tweaks to the business so one
small tweak can you make in your
organization this afternoon and it could
be something as simple as sharing this
webinar and having someone listen to
this crazy pilots presenting this or it
could be something that you guys are
going through and saying the winning
twig that we do that small little change
now and then we can check back in and
did it work yes it did it was there as a
slightly more positive experience in the
customer spectrum yes there was like
walk that in we want to make some
improvement and so focusing on
plan-do-check-act
plan-do-check-act it's an amazing
Sparkle that's and it's checking mean
seeing a performance was running and
then going from there
and then obviously page nine in the
forward part of the standard where we're
looking at risk-based thinking so for
those of you who have not experienced
this before in the quality space section
zero point three point three beer which
is risk-based thinking and there's just
this day
which already sort of covered which is
risk-based thinking is essential for
achieving an effective quality
management system the concept of
risk-based thinking has been implicit in
the previous editions of the
international standard and so obviously
not not specifically stated is what it's
saying there including for example the
previous statements were carrying out
preventive actions to eliminate
potential non-conformities analyzing any
nonconformity as if they occur and
taking action to prevent reoccurrence
that is appropriate for the effects and
so I'll cover it in another slide but
some of you may have heard me talk about
defects in the past so one of the it's
not project defects its defects in your
company so in terms of how you want to
run in the recipe you want follow to
deliver the amazing service where are
your internal defects in your business
in your organization so that provides
the framework for a risk-based approach
and the best bit of guidance in the
standard he's there on that page so it's
a focus point of orientation the last
focus point that I think you some is
certainly my favorite part of the
standard and and if you if you do
nothing except one section of iso 9001
so if you don't get certified and you
don't want to you know you just want to
look at this I feel that if you follow
this last section nine point one point
three of the standard everything else
starts to fall into place so having the
conversation that what we can do to
upset our customers having the
conversation and starting to understand
what you guys can do and implement so
your customers have an amazing
experience of your clients have an
amazing experience
then over learning this last section
which is and I'll just read it to you
the organization shall analyze and
evaluate
appropriate data and information arising
from monitoring and measurement and the
results of analysis shall we use to
evaluate conformity of products and
services and I apologize that that's the
ISO language but it's all about are we
doing what we said we would do the
degree of customer satisfaction the
performance and effectiveness of the
quality system we
planning has been effectively
implemented the effectiveness of actions
taken to address risks and opportunities
and we talk about control so if you're a
workplace health and safety professional
as well as listening to this
presentation it's exactly the same so
what controls will be put in place for
the risks and then looking at obviously
external providers and the need for
improvements of the quality management
system so it's a really good thing now
that's not orders by the way what you
tell what it saw the next section this
is just having ad hoc in the in the
first place
ad hoc approach to analysis and
evaluation of the business but it's
about having that checking point that
cycle of improvement point and not and
that's really really critical so I ask
you to focus on that so I think with
with the 2015 edition of the standard
with all of the transfer all of our
clients they're the two parts that we've
seen they deficient up until obviously
this point and that's what we're
encouraging people mostly to focus on
because we see that has been sort of a
very cause weakness of the rest of the
management system not working
effectively what I say effectively I've
seen quality management systems
increased share price in organizations
both private companies and covered the
visitor so that capital valuation growth
I've seen volume management systems
increased revenue so the quality
management system is tied in to winning
a contract and that contract doubles the
revenue in conversation and there's a
couple of case studies with some of
their clients where they've had six and
seven hundred and a thousand percent
growth after their fact they've gained
certification so it does that does
definitely map into bottom and top line
benefits so I've got two clauses of the
standard so just cover we do sexually
six and then a second and and as a you
know I guess the opportunity to go
through the standard I'm running out of
time but what I wanted to just quickly
look at is planning what does your
business actually do and what do your
customers actually want and often when I
speak with business owners and business
leaders
in this space when when we're talking
about these management systems I get
given a pitch where well this is what
we're going to do and this is what the
future looks like and all these lots of
things and so the management that gets
communicated to staff and so the
management system is built around this
future service that you want to provide
rather than the customer that you're
actually invoicing thus afternoon and so
all the customer that is serving you
know if you're not not-for-profit and I
appreciate there's some organizations
out there in the community sector so
focusing on what your organization does
today and and what other controls that
you put in place to prevent things going
wrong with your services today and then
in thinking about your more interested
parties and for people and
not-for-profit sector so I give you some
examples as well your stakeholders so
your legislators and regulators the
people involved periphery or funding
bodies what is it that they actually
want and sometimes there's an employee
requirement and not necessarily a
specified size having a little coming up
if you visit opening conversation in
that space ultimately in section since
we're talking about quality management
system being there to enhance effects of
your business and then to reduce the
undesired effects and so that's where we
start to double down on risk and risk
based approach to quality management
systems and so it is a it is a big
change to the standard in its focus and
definitely in section 6 well you don't
need to radically change the quality
management system there's no need for a
radical change until upgrade want to
seek the true benefits of quality
management system and become more
efficient in this management system
space then I'd encourage them look
closely as sections and then change your
systems accordingly so to comply not be
changes it's a transition back time but
you've got an opportunity to really
streamline the management system which
is really really exciting and lastly
this section is known as back to
communication came with your team on
their customer
so communicating with the team
specifically customer points and that
might be items of a service level
agreement or security or privacy
protection or safety always lots of
things for communicating with your team
customers requirements and specifically
there are and specifically their
responsibilities and so this the only
way yes I can look at that so what we're
talking about there is planned
delegation versus assumed
responsibilities and if I use a soccer
team or a football team on pitch and and
so the goalie might just assume the
responsibility to go up and shoot goals
against the other team but they're not
back on their coast and so we talked
about here best practice about staying
on your Coast and not assuming your
responsibilities and so that is a when
you when you look at the new vision of
the inversion of Boston 1001
intersection for leadership I'm not
going to cover that closed today that's
that's starting to give you some
violence and strengthening the
requirement to be very specific about
okay you know you know Mary or Charlie
this is your Coast these are your
responsibilities and this is your
contribution to this amazing service
that we got to give our customer and
just be mindful that these are the
things that could go wrong so let's just
be be cautious when we get to those
parts of service blue section nine is is
obviously we've started to talk about it
but broadly speaking the whole clause is
about actual problems with products and
services so defects actual problems with
your processes in the context of
performance evaluation and again so it's
about you know I'm for those of you that
watch our social media videos lots of
them coming out of my huge advocate for
dashboards and and and there is a
statement I can't quote the author but
times what gets what gets watched gets
managed and so in that context of
looking at you know you know or measure
it and it it will improve
setting up a dashboard and having those
metrics and statistics so that you can
map and track
customer satisfaction you can look at
the effectiveness of your risk controls
you can talk about and analyze
opportunities for improvement and then I
think it's really important that using
that dashboard to track performance on
your actual business priorities and too
often we see the organization's sort of
say well these are our priorities these
are our projects and then the disaster
happens from the next day and all that
stuff gets dropped on the floor and you
react to something so so how you guys
you know in enhancing your influence
skills in your organizations have you
got the ability to look at strengthening
your skills around staying the course on
business cards and world plan business
priorities that will ultimately prevent
issues occurring anyway instead of
reacting so proactively managing instead
of reacting with managing and obviously
the performance measurement dashboard I
just want to make one last point on
customer satisfaction we see lots and
lots of organizations approach to
customer satisfaction in different ways
and why I believe and what I coach our
team to look for is customer interaction
and the customer conversation on an
ongoing basis not customer satisfaction
forms and they're filling out of forms
and I know as a customer myself and you
guys will appreciate it to your
customers as well of different
organizations the last thing you want to
do is fill out a form so if an
organization sends you with one is just
how we go and I recently had my car
serviced and the mechanic sent me a text
message fill out the survey survey we
want to know how we do
well maybe the intent there is to prompt
the negative complaints so if it was a
really bad experience for longer unleash
on I'm either going to be chameleon
unleash be silent or just not paying
attention into it so we do recognize now
certainly here best practice that
customer satisfaction forms are all like
worthless if you have a different
opinion and you'd like to challenge me
prove to me that it actually helps
enhance your customers experience so
it's definitely something where I
believe that I'm more engaged customer
and more engaged processes is going to
have give you a better opportunity to
enhance the customers experience rather
than just that they're sitting at the
front so I'm getting the
the one up here from the team I'm just
looking at the time and I'm appreciative
of everybody's time I just want to give
you a quick overview there of some of
the courses if you've sort of sat
through this presentation and you would
like a more sort of step by step
guided caused by Paul's approach to ISO
9001 I'd encourage you to have a look
over there in the in the training portal
and that's just a screenshot of our our
training academy now at the time if
you've got questions to start posting
comments so she's joined us later in the
webinar have a look at the is a YouTube
logo if you're in our training portal
click that need what click watch from
YouTube and then there's a place on the
right hand side of your screen I think
it is right inside of your screen to
post comments and Shelley will start to
read those out but if you want that sort
of detailed step-by-step guidance
through iso9001 to 2015 there's of
course there it's a bundle deal with the
internal auditing and iso 9001 there's
obviously a couple of other courses
there on things like transitioning so
just focusing on transitioning we've got
that bundle there which i'll encourage
you to have a very good look at and we
put a discount on it
that's available till Sunday so you've
got a couple days to opt in and have a
look at that
and so again ok and if there is some
sorry Shelley is putting a link to that
training course off in the comments for
you we're getting some questions coming
in ok just give me a second look at that
question okay so there's the there's the
details on the bundle deal if you want
to grab a screenshot of that tons of
videos or stop the sales pitch so I can
now I can ask impressions but it's the
revenue from these training courses that
we use to fund these webinars and those
sorts of things so it's something to
share with you team games don't ordered
of course is enough for your team to be
an intern water systems Cecily now as
the videos follow is the format of the
two-day course but they can just do it
as they need to
I'll just get the to read it out to me
in a second kind of so let me just stop
sharing my screen and
oh just say yeah okay so we've got some
questions first question Chris Patrick
Kristen Patrick Center good question
it's so we need two late documents so
yes Chris you've got an opportunity with
ISO 9001 no you don't have to delete
them but I will challenge you to ask the
question why are they there so as you
get to revision status if you like or
the document us why is it better just
for us on 1001 or is it there for
specific customers requirement and and
that's the question so yes go ahead and
delete it if it's just for ISO 9001 and
then have a fresh look at the standard
and what you would build to prove that
you've got a system in place and proves
that you've been through process and
I'll give you an example a training
attendance register so when you call the
management system you might conduct
extreme training book a meeting room or
sit in your office environment or out
on-site and run team training and how
they form to record the people that
participated in training here at best
practice we we've deleted that process
we run a private private secret Facebook
group that's got all of our staff
enrolled so they're worse than start
with not on Facebook we've given them a
business specific be localized personal
information Facebook profile we've
invited everybody to the group so all
the staff don't need to be friends on
Facebook they just participate in a
group and I post and other managers in
the business post training information
and then we can see when we moderate
that private Facebook group who's seen
the post then that becomes our record
and so if you won't get revenues a snap
a screenshot on your phone if you are
willing and vassal status range like
who's seen that information now I mean
you just roll out in the financial
management system and that's the method
we use the closed private Facebook group
and we put zero links so the legal 0
system put the links into the root and
then people
watch the videos from that place then we
can track them so that's a good example
being at the leader tracker so now when
we get order to and people say shows
that you that people have participated
is training now the great thing is I
don't need to assemble my whole team
anymore 14 training and post it and I
can honestly say that most people will
watch it at about C 6:30 at night one is
sitting on the couch at home they don't
do that training business and and so
they take those micro moments and they
take those opportunities to consume that
content and their bit more relaxed and
so rather than having everybody stressed
out on a side they can just consume that
training you can say well guys can you
take the time to look at this over the
next 48 hours and so the risk sorry the
impact to your business from a financial
perspective is minimized by deleting
that so we've deleted that point
training records no training attendance
register anymore we keep a spreadsheet
of who's seen it but I don't get people
sign stuff anymore so none of our
customers life support regulator doesn't
ask for it means and I'm just realities
them some of those we don't eat so well
so that's a good example yes we could
delete stuff but set up a filter why do
we have this thing and if it's for a
some of those one go ahead and leave it
and look at the stand and say what does
it stand at now site but if it's for
customer also you want to evaluate you
know if it's a contraction and no so
there's a physical feel time so nobody
more questions we've got um a bunch of
you is there now's the time on either
you and I'm sure if you put a question
um somebody else will be singing the
same thing go ahead yes yes yes
absolutely night that's fantastic you
want to you want to get the value for my
systems you spend a bunch of money
putting that system in place yeah
definitely that's the stuff we want to
see and we'll go with you on a journey
so it's definitely something that
you know have the discussion with your
Assessor you know these best practices
are if you search for glass how do they
have that discussion say this is what
we're doing now so delete it and then
look at the intent of the standard yes
please mate I want to see you guys
getting benefit out of those great
systems that we knew from that time
jude's okay so you don't have is
paper-based system sitting here in a
software system if you do it all try and
prove that's what we really want to
encourage and we'll go with you on that
journey like if it's not quite
understand and that's really about
partnering in question you yes thank you
look now that can be a loaded question
in terms of quality manual I will say my
personal opinion is no no you know their
quality manual but you will need to
argue the toss with a lot of old-school
dog truth people out there in industry
you want to see quality manual and I do
still slee in tenders submit the
contents page of the column and so if I
was your Assessor I'd be saying show me
your internet site show me that you're
you know show me your blog show me your
wiki system but I'm still seeing
government tenders even though they've
been changed address the awesome I don't
want to be that with the addition that
standard I still I'm still saying it so
from a standards perspective if you just
wanted to purely implement ISO 9001:2000
50 and then not get certified but you
want to do it to the benefits of
improvement not only manual require
because it's about before use the
concept of a couple you're really
kitchen and they might be a shelf in the
kitchen with the portable time and so
the only intent of the quality and it
was to give direction and guidance to
the team of the people community use
means and it used to say direction to
related documentation and that was the
intent of the quality manual you could
you could sort of write a 1 or a 2 page
and that's it like this is here this is
here
there's definitely still a requirement
for quality policy
there's definitely spirit requirement to
sort of map your system but if you did
that in a web-based environment in an
intranet site then that will be your
manual but what we do see is we see a
human behavior to take quality policy
you make that page two after the title
page of the manual and a couple of other
things that sort of describe the system
so that you can hand it to the customer
in a tailor environment and say this is
our quality system so I'm a very
forward-thinking I'd go with you and say
delete it but let's also appreciate
there's some customers and government
departments out there and also some
not-for-profits and some industries that
I can take a little bit longer to come
up to speed and so in 24 months time
there's gonna be a lot more people out
there in the industry that I've got this
opinion and hopefully if somebody is
done if somebody is sort of arguing with
you I know it's a loaded question I've
seen who's registered on the list so I
think I think definitely be a little bit
delicate with people out there so it's
not something you people it's definitely
one we sort of suggesting that that
change over time so one so Camry
understand it and apply it in the
context of the organization's next
question we've got time for and that is
not again what's the most important
thing we need to do right our
certification 2008 15 okay so the
question is what do we need to do to
upgrade our management systems from the
2008 edition of the standard to 2015
there's a couple of checkboxes
conducting internal audit yourself
against the new standard so getting copy
the standard or downloading the
checklist you know the best practice
training academy conducting an order I
think it's important and I had already
read standard so I can present this we
have already the standard run a bit of a
gap analysis itself and and then start
to look at the transitioning now the
biggest
the biggest piece I think that we need
to do is do this risk assessment and
change our way to risk-based thinking so
what are all the opportunities for
actually our clients and customers and
starting to map that and it might be
that at the moment the acceptance sort
of normal is that there's a spreadsheet
or a risk register in a lot of
organizations early doing that for
safety so we're going to risk register
for safety and then we might be
branching out into the JSA is the word
present statements and most sorts of
things as function control and so if you
were to do that and develop a risk
register and say well these are a
potential ways we cannot see our
customer this is what we actually did
this until we in controller when a train
people on table won't do that thing
that's going to be that's probably the
biggest part of the gap analysis so one
hand you're maybe doing the register of
risk and then on the other hand you get
an opportunity to rip out a whole bunch
of documents so I don't to see people
wasting time on version control numbers
and all that sort of crap live document
so don't waste the first half of a page
on a great wonderful community business
on you know this is version 15 we're
having in chocolate I don't know
something I want my son being released
so but I've always had that oh can you
watch so here best practice we call it
what it needs so the file name of the
document means inserted as our text in
the document the following is the diet
is the magnet document and we use it the
first player so we go Vee
yeah you month month day day and then
the documents will sort happy okay guys
so I'm being given the pull out to cut
it off
I'll stay any more on tell some of the
comments again I just like to thank
everybody for participating today so
reach out to me on LinkedIn have a look
at my personal LinkedIn profile so
search for me on LinkedIn and connect
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Alessia my can and can shoot it really
quickly and you can put it into toolbox
meetings or team communication that sort
of stuff that's what that's for and it's
our way of giving to the community from
the learning perspective so have a look
at some of those YouTube videos they're
all about learning and development and
business improvement and an educational
team so thank you very much everybody
for joining us
I can hear you around applause thank you
very much and might I say be out there
but we might and you'll definitely see
me next time on best practice TV so
thanks everybody have a great weekend
and I will see soon