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My Client's Got ISO 9001 Certification
Already ... So That's OK Then?
Did You Know ... ?
That approximately 40% of companies
registered to ISO 9001 do not get real benefits from their Quality
Management Systems ... Why?
- They don't set SMART objectives (Specific, Achievable, Realistic,
Time-bound)
- They do not know how to collect and analyse data to measure
their performance
- They are not adept at making changes when their targets are
not met
That all ISO 9001 companies are required
to hold regular management review meetings and for the majority
of SMEs, these are not very effective ... Why?
- Lack of hard performance data to discuss nobody knew how
to prepare it or found time to prepare it before the Meeting
- It's a talking shop with no clear agenda and purpose, and
consequently there are no clear action points, responsibilities
and time scales for implementing changes
- They are too infrequent to drive real change and improvement
and for some SMEs, these are the only team meetings they have
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That approximately 40% of SMEs don't
effectively measure customer satisfaction ... Why?
- They are unfamiliar with the different ways of collecting
useful customer data
- They use only poorly designed questionnaires and then average
out the findings with disregard for the fact that every customer
measures them differently
-
That approximately 70% of SMEs registered
to ISO 90001 identify the same repeating process and customer
failures ... Why?
- They convince themselves that their current failure rate
is not too bad and that mistakes are inevitable. Therefore resigning
to complacency instead of critical root cause analysis and the
application of disciplined problem solving techniques to eliminate
problems.
That about 30% have difficulty managing
an effective audit programme ... Why?
- Because no-one wants to do audits they just never seem to
make the time available
- Nobody enjoys doing audits. They're just not comfortable
checking the work of their peers
- Their audits are focussed on checking conformance to procedures
without considering process effectiveness and efficiency
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That approximately 80% of
these failures could have been avoided by better planning in
the first place ... Why weren't they?
- Most SMEs are unfamiliar with the techniques for identifying
preventive actions i.e. what we do when we plan the job to anticipate
what can go wrong
- The status of preventive actions is a required input to ISO
9001 management reviews but often omitted
Hot Tip For Today .
When you see the ISO 9001 certificate on the wall,
ask about the benefits, check how the company sets targets and
measures performance including customer satisfaction. Check that
audits are scheduled, done on time and lead to real improvements.
See if minutes of management review meetings show a detailed
review of performance data and identify improvement actions,
time scales and responsibilities. Get an invite to the next review
meeting. Invite Business Partners to conduct a one-day in-house
audit. Together we can show the client how to get real benefits
from their ISO 9001 Quality Management System. Contact
us today to find out more
These conclusions were drawn
from my own experiences working as a Quality Management Systems
Assessor over a 12 year period.
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