commonwealth summit malta - chogm 2015 - estelle clark

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Improving performance, reducing risk COMMONWEALTH BUSINESS FORUM 2015 Estelle Clark - Chair, Technical & Advisory Board Malta 24-26 November 2015

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Page 1: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance, reducing risk

COMMONWEALTH BUSINESS FORUM 2015

Estelle Clark - Chair, Technical & Advisory BoardMalta 24-26 November 2015

Page 2: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

Contents

– Setting the scene– The quality imperative; getting your products and services right first

time– build trust– enhance brand reputation– ISO 9001:2015 revision 

– The value of a properly constructed and managed management system– benefits– the rise of the ‘quality professional’ – the independent viewpoint

– From compliance to performance

Page 3: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

Setting the SceneA Case Study in Facilitating World Trade– Over 1 million certificates globally

– Seen as a ‘right to do business’ across Europe

– China fastest growing certification market

– Increasingly seen as critical to strategic growth

– Emergence of the Quality Director as a key member of the management team

Page 4: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance, reducing risk

The quality imperative; getting your products and services right first time

BUILD TRUST

Page 5: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

The quality imperative; build trust

Good levels of quality in products and services don't just make our day-to-day life easier, they are good for economies by helping businesses boost sales, manage risks, contribute to innovation and ensure corporate responsibility.Conformity assessment provides the means for testing the compliance of such products and services with these expectations, in accordance with relevant standards. It helps to ensure that products and services deliver on their promises. In other words, conformity assessment builds trust.

International Organization for Standardization - November 2015

Page 6: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance, reducing risk

The quality imperative; getting your products and services right first time

BRAND REPUTATION

Page 7: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

The quality imperative; brand reputation

– Companies such as the global giant Starbucks and leading UK retailer John Lewis understand that their brand name & reputation is fundamental to corporate value.

– As such, the 'halo effect' is driven by brand equity and is demonstrated by the bias shown by customers towards certain products because of a favourable experience with other products made by the same manufacturer or maker.

– The implementation and certification of management systems is a crucial tool that helps organisations drive the halo effect and increase brand reputation.

Quality, delivery, employee motivation/participation and

customer satisfaction were the key factors considered by

management. QMS certification not only delivered against these

objectives but crucially, provided BILT with increased

brand reputation and a ticket to trade.Dr Ashok

Kumar, Vice President and the plant head at BILT (Bhigwan)

Page 8: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance, reducing risk

The quality imperative; getting your products and services right first time

ISO 9001:2015

Page 9: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

The quality imperative; ISO 9001:2015 revision

Page 10: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

The quality imperative; ISO 9001:2015 revision

LRQA believes that the revision to ISO 9001:2015 will deliver increased user confidence through greater

senior management ‘quality leadership’ responsibility, tied to closer links between the

management system and product/service quality – all raising the responsibility of certification and

accreditation bodies.

Page 11: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance, reducing risk

The value of a properly constructed and managed management system (MS)

BENEFITS

Page 12: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

The value of a properly constructed & managed MS; Benefits

Management systems should allow organisations to learn from the past, manage

the present and respond to the future.

Page 13: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

The value of a properly constructed & managed MS; Benefits

– Your certified management system should:– Lead to improved systems and processes– Lead to improved product and service delivery– Help to reduce costs through increased efficiencies– Highlight areas for improvement– Identify areas of risk– Lead to improved financial performance

Page 14: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance, reducing risk

The value of a properly constructed and managed management system (MS)

THE RISE OF THE QUALITY PROFESSIONAL

Page 15: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

The value of a properly constructed & managed MS; the rise of the quality professional

– The management system is no longer just in the domain of the Quality Manager; the requirement to ensure that the QMS integrates with the business processes, thereby automatically demanding the involvement of all the process owners, together with a focus on Leadership within ISO 9001:2015.

– Given the connection between management systems data and how this can be used to communicate strategic insight and influence the corporate decision making process, the rise and value of the management systems professional has never been stronger.

Page 16: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance, reducing risk

The value of a properly constructed and managed management system (MS)

INDEPENDENT RESEARCH

Page 17: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

Independent research

ISO adopters have higher rates of corporate survival, sales and employment growth.

Our results indicate that companies looking for long-term supplier relationships can use ISO 9001 as a useful predictor of supplier longevity.

Professor Mike ToffelHarvard Business School

Page 18: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

By looking where they might not have looked before, a management system can help top management control organisational risks.

Dr Nigel Croft, FCQI CQP,Chair of ISO/TC 176/SC 2;

Independent research

Page 19: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance, reducing risk

From Compliance to Performance

Page 20: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

From Compliance to Performance

Certification to ISO 14001 with LRQA enabled ALcontrol to save 1.5 million KwH over the past 2 years which is a cost saving of over £100,000. For ALcontrol certification doesn’t cost, it pays.

Group Health, Safety and Environmental ManagerALcontrol Laboratories

Page 21: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

Our SERP programme, with ISO 50001 playing a key part, helps us to better manage our energy usage. It has already resulted in multi-million euro efficiency savings worldwide comparing 2011 with 2012.

Graham Cooper, Agfa Graphics’ Global Manager forSustainability and Energy Reduction Programme (SERP)

From Compliance to Performance

Page 22: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

We saw a 20-50% reduction in retail audit requests once we went to FSSC 22000. So we’re saving time and the costs of audits thereby enabling our people to focus on getting the product right the first time.

Global Food Safety ManagerWrigley

From Compliance to Performance

Page 23: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Improving performance,reducing risk

About LRQA

LRQA is a recognised, world leading professional assurance services organisation. We specialise in management systems compliance and expert advice across a broad spectrum of standards, schemes and customised assurance programmes.

We unlock the power of management systems to improve organisational performance and reduce risk.

Page 24: Commonwealth Summit Malta - CHOGM 2015 - Estelle Clark

Lloyd’s Register and variants of it are trading names of Lloyd’s Register Group Limited, its subsidiaries and affiliates.Copyright © Lloyd’s Register Quality Assurance Limited 2015. A member of the Lloyd’s Register group.

Improving performance, reducing risk

Estelle Clark FCQI CQP FRSAChair Technical & Advisory BoardLloyd’s Register LRQAT +44 (0)782 446 1010 E [email protected]

www.lrqa.com