QUALITY What Does It Mean To You? ISO9001:2008 Internationally - PowerPoint PPT Presentation

QUALITY What Does It Mean To You?

ISO9001:2008 • Internationally recognised standard for management of quality systems. • It is NOT a guarantee of a quality product or service. • But it can help you grow your business. • There are 25 detailed requirement sections of the standard. • But …… Norman Sadler 2

Think Quality! • Most of these sections are only applicable to larger organisations (5+ employees). • However … . • You can still follow the principles in your own businesses. Norman Sadler 3

Principles • Be customer focussed • Be value adding • Be processed based. • Demonstrate continuous improvement. Norman Sadler 4

Customer Focussed • (Nails) • (Horses) • (Beer) • Know your customer’s requirements • Deliver your customer’s requirements • “More”, “New”, “Improved” are not necessarily better for the customer. Norman Sadler 5

Customer focussed (2) • Keeping an existing customer is far more cost effective than finding replacements. • A delighted customer will provide free advertising. Your business will grow. • Unhappy customers will ruin your reputation. Your business will wither. Norman Sadler 6

Adding Value • Not everything you do “adds value” The following add cost: – Customer contact (If overdone) – Mistakes – Rejects or reworks • Planning reduces these costly activities • Get it right first time. Norman Sadler 7

Adding Value (2) • Presentation (good and poor packaging, advertising, branding) Japan. • Customer contact – Telephone Contact – Specifications – Contracts – Invoices etc. – Follow-up, Thanks. Norman Sadler 8

Adding Value (3) • Mistakes, rejects – Understand the problem – Correct immediately to customer’s glee! – Restaurant experiences. – Prevent further occurrences – Learn (this will add value to your business, and will demonstrate improvement) – We all make mistakes!!! Norman Sadler 9

Process Based • Get organised! • Contacts • Diary – Appointments – VAT and Tax dates • Records • Filing • PLAN! Norman Sadler 10

Process based 2 • If your business model is based on sound processes, you will cope easily with growth. • If your business is poorly run, you will always be fire-fighting. Norman Sadler 11

Demonstrate Improvement • Always be on the look-out for easier and better ways of doing things. • Really learn from mistakes. • Continual Professional Development (add this talk!) • Businesses that do not improve, wither and die, rather than grow. Norman Sadler 12

SUMMARY • ISO 9001 just encompasses sound business sense, • Be Focussed on what your Customer needs • Ensure you Add Value to your customer contract and future business. • Get organised to ensure your business is Based on sound Processes Norman Sadler 13

Summary • Learn and improve. • Remember The Sadler Quality Strapline. • “Helping Companies Improve” Norman Sadler 14