V.I.P Live Session - 23/02/2018 Subscriber Based Questions | TRAINING ACADEMY Video Lecture | ISO 9001 (Quality Management): Achieve Business Excellence - Management

hey guys and welcome to best practice
live Friday we're just going to go
through some of the comments from our
channel this week actually go back a
couple of weeks because we haven't
covered all of those questions so we're
going to go through if you made a
comment on our channel we've asked the
question we might have typed a quick
text response like I might have jumped
in and helped you there but what I'm
going to do is Jack's giving me the
luxury of having a screen here beside me
I'm going to just go through your
questions and answer them so shout outs
to people so YouTube gives us this cool
facility where I can I can go through
scroll through and look at the comments
so that you guys will post a comment
under the video in the description and
we can go and answer that stuff so
thanks very much for subscribing thanks
very much for watching I guess what I'd
like to start with today is just just
remind everybody why we exist best
practice is a great organization and why
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passionate about is helping
organizations to improve and be growth
focused to improve profitability to
improve safety to improve quality
customer satisfaction environmental
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videos in our channel the threads are
around you know things like the
international standards for ISO quality
management safety management
environmental management that's one of
the fun ways that we try and structure
how you can improve an organization so
those international standards are
fantastic we like working with them it's
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best practice what is it best practice
education calm it's all right
best best practice education calm Jack's
gonna just quickly take us there while
we're showing the screen so we'll just
jump on so in that online training
Academy so that's that's a lot of what
we do here is we have our online courses
there's our site so that's how you can
see this the course is there so you can
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and they can help you through the ISO
standards they can help you we've got
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that's what we use it for
but today's alive to answer your
question so if you haven't checked out
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it out there's a there's a ton of great
course to see if you want some
one-on-one time with me and all of my
knowledge and all of my value from
everything that I've done that's there
the cool thing about the course is I
guess why we're a little bit unique is I
run this business and my question to you
is imagine a world where all of the top
tips and tricks they're all great about
all of the companies out there have been
brought into one place that's the cool
thing about best practices I'm out there
with all of my team there's 30 of us
here running around doing our
assessments and looking at organizations
and we pick up all the good things that
people are doing and we see the mistakes
and where this business is so successful
and it's growing so quickly because we
basically go oh that's a good idea well
let's do that you know we're not we're
not ripping people off but we do talk
about the analogy that great artists you
know good artists copy great artists
steal
and there's a cool book so I've got a
book review coming out next week on
artists steal
so once I've got that book I've ordered
it on eBay it's coming in so we'll go
find out and check it out actually can
you do a quick Google search book artist
steal this steal book
there it is still like an artist so
there it is there so still like an
artist so I just sorted that on eBay
this week and I'm going to read that as
soon as it turns up at my house I'll
read that and we'll do a book review on
that for you see it's a great it's a
really good analogy around innovation
and improvement in any part of your
business so if you want to know what I'm
up to
that's what I'm going to be spending
some time as soon as the book turns up
I'll be straight into it and the other
book
just quickly jack a couple quick book
reviews that I started reading this
morning is how to speak to your kids so
they'll listen I think that's the title
your kids so they listen that's a book
there it is how to talk so kids will
listen and listen so kids will talk in
fact the yellow one is the one I've got
go one more across that that one that's
what I started reading this morning and
I tried it on my son and it worked so I
just I've just quickly ran in or sped
read a couple of chapters I walked out
into the living room I dragged his
attention away from the iPad because he
was having minute I've had time before
he went to school and then and we went
through that so I'm gonna finish that
this I'm gonna finish that book this
weekend and then I'm gonna get on to
steal like an artist so I get I try to
get through about a book a week for
example so they're my two books they're
my two book recommendations that's what
I'm reading right now I'll do a video
for you on the YouTube channel next week
I've got more time I think really busy
the last two weeks we've had a few
people leave the business staff turnover
we've got a lot of growth happening and
the business is sort of growing and
rolls become more specialized less
general more specialized so we've got a
couple of people that have left moved on
to different parts of their career a
couple of new people starting and I've
been flat chat with that okay let's have
a look at these comments thanks jack and
a couple of people just want to give a
quick shout out to Herbert thanks for
your messages on on the Facebook page
this is just the background we get all
of the with our Facebook page if you
want to message us through our Facebook
page I
get a notification on my phone so I'll
call quite often look at those just
before I go to bed at night but the
marketing team are here looking at them
all day every day so sometimes you'll
get a response from me
lucky you and sometimes you'll get a
response from the other guys in the
marketing team Rebecca's out there now
and she's she's able to answer your
questions so Herbert I hope that helped
with your warehouse question and it was
just about what clauses to order in a
warehouse and what I was saying to
Herbert he asked me like well you know
what I'm in a warehouse what clauses are
the standard should I look at I prefer
that you went into the warehouse and
followed a process so if an order is
coming from your ordering system into
the warehouse ready to be picked and
packed and dispatched then you want to
follow that through and you want to see
how you ensure that you pick the right
thing for the customer at the right time
that the shelf light of the product is
right well you want to take you want
follow a product through the warehouse
how does a product to get identified to
be ordered ordered to be put in the
warehouse managed it's through its life
cycle in the warehouse and then
dispatched to the customer or to the
other part of the business and it's got
to be protected looked after preserved
all those sorts of things so you could
process you can think about what's the
process what stage the processor myapp
don't worry too much about the clauses
of the standard I want you to be looking
for opportunities for improvement I want
you to be looking for opportunities to
be more efficient and asking stepping
back and asking questions and saying is
this the world-class way to do this one
of my techniques one of my tools is to
stand there and say what's the 5-star
version of this I did we jack all the
time it with I just did it with our
finance manager we're looking at our
profit and loss here in the business I
said what's the 5-star version of this
what's the what's the 5-star version of
a month in our sales team five-star
version in our marketing team what's
that stuff so jacks that's just prompted
Jack to pick up another camera and get
some content for our vlog so that's the
5-star version he's content on content
that's just us so when you're in your
business and you're looking just use
that as a filter what's the 5-star
version if we were a five you know you
might be a warehouse in might be
manufacturing construction site service
business but just think about if we were
a five-star hotel how
we present this approach this manage
this and for those of you that worked in
5-star hotels the back office can be
really messy and untidy but how we
present ourselves is really important
our uniform ourselves as an individual
the 5-star version of ourselves and then
the 5-star version of the organization
and how you organize yourselves and how
you work and communicate and so that
everybody has an amazing experience the
ultimate objective of five-star is to
have that amazing experience so so focus
less on the clauses are the standard and
more on that and then the standard will
start to make sense you'll rate you'll
go back over it and read it and go ah ok
well what that the standard is giving
you some guidance about doing a contract
review or checking something it's like
okay well what would the 5-star version
of that look like and it gives you a
stretch goal to work for ok sorry I'm
missing the point here the point of this
exercise is to answer questions I run in
it so ok James Matthews thanks for your
comment this video was very helpful and
informative I run an industrial
recycling facility of plastics for many
companies we receive shred and granulate
store and strip material on a constant
basis I think I'm adding too much to my
list of things ok look I agree you want
to keep things really simple so what
what James is referring there is you
know in terms of risks and opportunities
I think that people try to do too much
in one step and what you know the
ultimate intent of something like iso
9001 is about small cycles of continual
improvement I'm getting the I'm getting
the wind up because I've got to go and
speak at the conference so I'll give you
five more minutes so what we you know
what we're looking at is keep things
really simple keep them short keep them
intimate and keep them regular so if
you're doing a SWOT analysis or a risk
identification just do a brainstorming
session but start a timer and maybe do
20 minutes and just do 20 minutes with a
whiteboard or butchers paper or a
spreadsheet identify a whole bunch of
things that could go wrong some good
things you could work on and then leave
it and move on and go away and put
controls in place and work on that
then set yourself in a week's time
another timer to add to that and revise
that and look at that and so I would
prefer that you did you know really high
quality small amounts of things instead
of trying to do too much and overwhelm
yourself so James you are right don't
add too much of your list of things in
one go ml the SLS 83 user I'm a student
working on a project assigned by my
internship survivor supervisor
can you please describe how I can apply
rvt on determining the way to select new
suppliers our BT is risk based thinking
really simple what could they break what
could they get wrong you know what what
what what would your supplier
you know how they affect you and a
really good thing is to see us just sit
around in the business and just go okay
what's gone wrong in the past I worked
at this company we did the suppliers did
this wrong I worked at this company
supplies did this wrong and so it's a
really good way to apply risk-based
thinking and then just say so risk is
about prioritization okay how did that
affect us did it was it just frustrating
or was it was it just frustrating or was
it something that it like cost us a lot
of money and so in quality as much as
you want to think about customer
satisfaction you could say in the past
have us have any of our suppliers pissed
off our customers and like I apologize
for the language but that's how I look
at it right it's simple it's just like
did any of your suppliers that you said
hey I'm gonna you guys can come and get
involved with us and we're going to
serve this customer but they you
over are they pissed you off like you
know I apologize for my language but
that's the process right if you can ask
those questions in the business because
we all do speak like that at the end of
the day quietly in our head then that's
going to give you an indication of risk
based thinking and you can say okay well
what happened what did it cost you know
what were the hidden costs of that
problem you know do we lose the customer
where we're able to fix it how did we
fix it how can we prevent that happening
again
and you can summarize a lot of this by
improving communication but your
question was about really how do we
apply risk based thinking to suppliers
just don't try and build a pre qualified
suppliers database that's got everybody
that you've ever used or you might use
just think about pre-qualifying
suppliers when you want to use them so
the decision to use them on a
case-by-case
project-by-project with a month by month
basis and then think about how they
could impact your organization but more
importantly your customer and then you
can prioritize how you apply control so
don't get overwhelmed and I've seen too
many times I've seen people build these
big spreadsheets of registers of
suppliers and half of them they're never
used so just pick your top ten that
you're going to use next month
focus on them and work with them to
ensure that they deliver good quality
services and products to you and your
customers have an amazing experience and
then you can just you can triage triage
is my word of the week
that's just triage and Google triage if
you need to how you can prioritize okay
what do we go I'll do one more and then
I better go what have we got happy New
Year to you how do I pronounce that is
that Raja dis wish you and your family
belated Happy New Year thank you very
much they had a good time so while
listening to your audit checklist I have
a small inquiry
so you mentioned auditing and checking a
business plan in business plan we have
to check the business plan in is meant
for banks they have to check as an
auditor what do we have to check okay so
as the Quality Assurance auditor what
are you checking the business plan
objectives and targets I'm just going to
cut straight to it objectives and
targets part of the standard so
management objectives and targets in ISO
9001 they get brought from the business
plan I'm a bit of silence there Oh
pennies dropping for you guys yes don't
go writing management objectives and
targets in a quality manual because I
see so many people struggle with
objectives and targets your management
objectives and targets come from the
strategy to be the world-class supplier
provider whatever in the biz
plan if your organization doesn't have a
business plan then send a comment or
post a comment on our YouTube channel
and we'll send you the link to the the
business plan that our bank that we bank
with it's a free template on the
internet it's the Australian ANZ Bank in
fact that's the conference I'm going to
speak at right now and they've got a
free template so when the business plan
says to write strategic objectives and
targets those are your strategic
objective targets as a quality auditor
that you're auditing now the second
thing is the dashboard of statistics how
do we know if a business plan is
successful a good quality business plan
has got numbers and measures and
indicators of performance and as a
quality auditor you want to be going out
into the organization and asking the
question so you know some of the
objectives some of the things we measure
here in the business you know how many
assessments do we do each week on time
how many assessments are fully complete
like you know percent completion because
you can you know it's very easy to do an
assessment a business assessment a
business improvement assessment here at
best practice and do 80% and the final
20% is a bit of housekeeping
administration paperwork and the guys
here are only humans and sometimes they
they forget to finish off the job so we
we measure % completion which means that
we can issue an invoice for example so
have a think about when your as a
quality audit or safety or environment
what is the business plan for safety for
the business for the year what's the
business plan for your sustainability
programs for the year and if you've got
more questions about that I can help so
just post a comment and I can give you
more explanation let's quickly do one
more I'm going to stretch it right out
I'm getting looked at through the window
so I need to I need to head so if you
want more don't forget to go check out
those training courses I'll get Jack to
post the link to the training courses
and the free downloads in the comments
in the description below this video
YouTube will leave the recording of this
live stream on our Channel and you can
jump into that description and you can
get the links that you need last one
first of all great videos in general
very engaging and energetic thank you
very much I appreciate that
which certainly helps and we can be
quite bland with a quite bland topic I
know that's why I try to look at R
active and you know we did joke about
how handsome everybody he's here best
practice but that's um that's what we're
all about
right we're trying to have a bit of fun
yes it can be a bland topic but it's
really exciting it is a really exciting
topic because it's all about helping
organisations to grow and improve and be
more profitable to fun and all that sort
of stuff
so yeah no problems I really enjoy the
topic I'm very passionate about it
you've done a very good job explaining
the content and briefly mentioned scope
here but could you provide practical
examples of scope statements in
reference to clause 4.3 should it be a
simple one-line statement it can change
the life the organization how much
detail should it include not too much
detail with a scope statement or context
but we've got a great video on our
YouTube channel about context will post
the link can you post the link to get
our up standard can you post a link Jack
to the the context video
it's got 30,000 views I think it's one
of our most popular videos there's a
really great video that I want you guys
to watch about scope and context in in
describing how to write that up but
think about it like this what parts of
your organization in a quality
management system for us on our
thousandth of one what parts of your
organization have the most impact on
customers and so what just quickly say
off customer service sales our
production well that would be you know
when you're talking about scope it's the
name of your organization production and
so you're going to focus your management
system in that area of the business so
scope statement can just be literally it
doesn't have to be a sentence that makes
sense it's just giving you a reminder of
the parts of the business that the
management system applies to if a
customer wants a scoping statement you
just tell the customer you say our
quality management system applies to our
production facility it's not rocket
science and and I apologize for my
industry making it overly complicated
but our quality management system
applies to production our quality
management system applies to customer
service or customer service
action marketing sales warehousing in
Hong Kong in the United States in the
United Kingdom in Iran you know in you
know in the UAE you know whatever you're
you know wherever you can put you can
put geography you can put a geographic
location in your scope statement our
quality management system applies to our
production in China so just really
simple keep it really simple and so I'll
leave you with like sort of one final
thing from me please watch more of the
free videos on the YouTube channel and
while you're watching it right down this
note
what would Kobe do what would Kobe say
and if you do that then you can go back
and go what would he say he would say
keep it simple
what's the simple version of this what's
the really simple version of this and to
make things simple that can sometimes be
very hard and but your job your role is
to help make people's life easy and how
do you make your life and the more
effort that you put into what you're
doing then the more amazing the outcome
you're going to give to people in a
simple system that's easy to use
something that is really quick to
produce and really quickly develop will
often cause a lot of grief and
frustration for other people in your
organization okay I've got to go
apologize this has been a really short
livestream we just wanted to make sure
you guys we answered a few questions I
will do this again next week next Friday
we may have to move the time around
depending on availability but I'll jump
in here and I'll go through those
comments so if you're watching this and
you've watched any of our videos comment
will go jack if you if you can just show
us the just give us a quick view of
YouTube gives us a thing called creator
studio and in creator studio it gives us
a list of all of the comments so we just
go into our community and then it gives
us a community dashboard so Jack's just
going to show you that community this
screen here that we're going through
just condenses all of your comments and
all of your questions into one inbox for
us so next week I'm going to go through
the inbox I'm going to pick out the most
recent question
and I'm going to answer them for you so
ask your questions provide your comments
I'll get to them like I'll respond to
them in writing want to get a chance
I'll get to them in writing and don't
forget to keep improving everyday and
Jack's going to get me to say something
ah okay I say 45,000 won just a quick
notification it's still looking like the
15 to March I've got a Google screen
open on my desk in my office at the
moment I was literally about to go find
the information for you to give you an
update
next week on Friday I'll give you a
solid update about ISO 45,000 won and
what's happening in March and I'll give
you some guidance in the interim we've
got an essentials course so if you want
to know more about ISO 45,000 one go by
go by that course that's not expensive
go by the course work your way through
those videos and when you buy those
courses and you comment and you ask
questions you've got unique access to
our technical people here who answer the
questions and help people throw those
courses so that again that system gives
us a little inbox of all the comments
all the questions and you get life
support I might take a couple of hours
for them to come back to you with an
answer to your question but that's
that's an absolutely fantastic course so
I'll go over also 45,000 won in the next
video I'll take comments and questions
from the YouTube community thanks very
much for everybody thank you very much
for your support go buy lots of courses
because that keeps us going here at best
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let them know that I exist and I'm here
to help them make life simple improve
their organization and keep growing and
keep improving every day bye for now god