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Transcript of Implementing a Quality Management System World Quality Day Symposium – Nov. 10, 2011 A Financial...
![Page 1: Implementing a Quality Management System World Quality Day Symposium – Nov. 10, 2011 A Financial Perspective By Cecil D. White.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d895503460f94a6e630/html5/thumbnails/1.jpg)
Implementing a Quality Management System
World Quality Day Symposium – Nov. 10, 2011
A Financial PerspectiveBy
Cecil D. White
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Defining the QMS?
The benefits?
The Costs?
Is it worth it?
Presentation Topics
1
2
4
3
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What is a Quality Management System?
Policies,
Processes
Procedures
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What is a Quality Management System?
Required for planning and executing business processes
To meet customer requirements
Accredited to International Standards by a Registrar
ISO 9001:2008 is an example
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A Cultural Transition
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A PHILOSOPHY
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Change
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It Requires …..
1. Leadership
2. Determination
3. Resilience
4. Commitment
5. Engagement
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Requires Leadership
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RESILIENCE
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How to Engage your Employees?
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It Requires …..
1. Trust
2. Inspiration
3. Openness
4. Training
5. Incentives
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Create a Trusting Environment
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Be Inspirational
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Be an Excellent Communicator
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Create a Learning Evironment
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Offer Rewards & Recognition
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What are the benefits?
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State of Preparedness
Size of Organization
Complexity of processes
Success Determined by
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ISO STANDARD10014:2006
Quality Management Guidelines for
realizing financial and economic benefits
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A Strategic Choice
Effective Application of ISO 9000 QM Principles = Financial & Economic benefits
Financial benefit results from cost-effective management practices within the organization.
Economic benefit results from improvements in the overall worth and health of the organization.
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ISO 9001 Management Principles
1. Customer Focus
2. Leadership
3. People Involvement
4. Process Approach
5. Systems Approach
6. Continual improvement
7. Factual Approach to Decision Making
8. Mutually Beneficial Supplier Relationships
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Derived Benefitsimproved profitability, improved revenues,
improved budgetary performance,
reduced costs, improved cash flow, improved return on investment,
increased competitiveness, improved customer retention and loyalty, improved effectiveness of decision making, optimized use of available resources,
heightened employee accountability, improved intellectual capital, optimized, effective and efficient processes,
improved supply chain performance, reduced time to market,
enhanced organizational performance, credibility and sustainability.
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Realization of Benefits
INPUTS
OUTPUTS
PROCESS
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The Inputs1. Customer Focus
2. Leadership
3. People Involvement
4. Process Approach
5. Systems Approach
6. Continual improvement
7. Factual Approach to Decision Making
8. Mutually Beneficial Supplier Relationships
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The ProcessAssess requirements,
Plan activities,
Allocate appropriate resources,
Implement continual improvement actions,
Measure results to determine effectiveness,
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Financial Benefits
improved profitability,
improved revenues,
improved budgetary performance,
reduced costs,
improved cash flow,
improved return on investment,
Output / Result
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Increased Productivity
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Everyone Wins
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Everyone Wins
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What are the costs?
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State of Preparedness
Size of Organization
Complexity of processes
Costs Determined by
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Costs
1. Registrar
2. Internal
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Registrar1. Auditor’s Fees & Expenses
2. Application Fee
3. Registration Fee
4. Initial Assessment
5. Registration audit
6. Surveillance Audits
7. Re-registration
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Internal Cost1. Sensitization
2. Gap Analysis
3. Training
4. Documentation
5. Implementation
6. Internal Audits
7. Consultant
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Beware of
The Iceber
gEffect
Only 10%
Visible
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Is it worth it?
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Implementing ISO 9000:2001
A Case Study
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NHF 2003Government Agency
Startup company
Provision of benefits
Customer base – 150,000
Single location
Employees - 34
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Steps to ISO 9000 Certification
1. Hire Quality Management Consultant
2. Conduct Gap Analysis
3. Establish Quality Policy
4. Redefine Business Processes=> 3 Core Processes
Individual Benefits Institutional BenefitsHealth Promotions
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5. Company Wide Quality Seminar
6. Prepare Quality Manual (electronic records)5. Quality Policies
6. Quality Objectives
5. 21 Procedures
7. Establish Quality Metrics
8. Prepare Work Instructions
Steps to ISO 9000 Certification
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9. Quality Training for ALL9. Audit Training (34 employees)
10.Appoint Lead Auditors
11.Conduct Pre-Assessment Audits (2)
12.Contract Registrar ISOQUAR Ltd (2005 – 2009) NCBJ (2009 – present)
Steps to ISO 9000 Certification
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13.Registration Audit13.Audit Training (34 employees)
14.Conduct Internal Audits13.2 per year
15.Surveillance Audits13.2 per year
16.Re-Registration Audits 2008, 2011
Steps to ISO 9000 Certification
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How much does it cost?
•First Year – US$ 18,000
•Annual – US$ 5,000
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How much does it cost?
•First Year – US$ 18,000
•Annual – US$ 5,000
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Our ExperienceA QMS involves more that
HARD measures of quality
SOFT MeasuresTeamworkEmpowermentManagement styleWorking environment
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Lessons Learnt1.Shift in Management Philosophy
2.Culture of Continuous Improvement
3.Training is Key
4.Effective Communications
5.Recognition of Achievements
6.Results in Improved Productivity
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NHF UPDATEExpansion through Merger
Mature organization
Provision of benefits, Supply Chain, Retail Pharmacy
Customer base – 450,000
Multiple Locations
Employees - 250
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THE END