1. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 1 - It is the Quality, stupid Friedrich Khuen, qualityaustria Forum Belgrade 2013

2. ISO 9001 – milestones in 26 years More than 70 companies have been certified for more than 20 years 2

3. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 3 - Impact of ISO 9001 Certification in the Netherlands Following financial indicators have been considered: Return on investment, sales, equity Profit margin, profitability, improved sales and market share Assumptions of the study: due to the ISO 9001 certification the costs decrease internal advantages: improved steering of processes, higher product quality, increased productivity External advantages: increased earnings due to access to new markets, higher market share, Signaling-effects by the certificate Source: Basak Manders, PHD-Studentin an der Rotterdam School of Management, und Dr.-Ing. Henk J. de Vries

4. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 4 - Impact of ISO 9001 Certification in the Netherlands The meta analysis has shown, that a certification according to ISO 9001 in most cases the financial results have been improved, especially sales have increased Open issue: is the increase related to higher customer satisfaction or/and to signaling effects of the ISO 9001 certificate. Source: Basak Manders, PHD-Student at the Rotterdam School of Management, and Dr.-Ing. Henk J. de Vries

5. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 5 - 1st Conclusions What is your motivation for a certified quality management? The successful internalisation of the ISO 9001 principles is dependent on the organisation´s motivation. The motivation is dependant on the commitment and the engagement of the top management  passion and obsession for quality  step by step

6. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 6 - Impact of ISO 9001 Certification in the UK Quality management stimulates economic growth Without quality management the British GDP would be lower: - 6,02% Further conclusion of the experts: if quality management would be universal in the British economy, the GDP could be even higher: + 3,37% Source: Report „The Contribution of quality management to the UK economy“, Centre for Economics and Business Research, June 2012

7. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 7 - Impact of ISO 9001 Certification in the UK Quality management stimulates employment Without quality management the number of number of employees would be lower: - 1,43 Millionen people. Further conclusion of the experts: if quality management would be universal in the British economy, additional 455,000 jobs could be created Source: Report „The Contribution of quality management to the UK economy“, Centre for Economics and Business Research, June 2012

8. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 8 - 2nd Conclusions Quality Management stimulates prosperity

9. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 9 - Why are Hidden Champions more succesful than others?Austria The Brand of Hidden Champions is of high importance for their customers, which is also reflected to be more likeable and innovative. The brand stands for quality. Core elements of the brand value are trust and reliability Source: „Österreichs Hidden Champions aus der Perspektive ihrer Kunden“; FH Prof. Dr. Georg Jungwirth, Campus 02, Graz 2011

10. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 10 - Why are Hidden Champions more succesful than others?Austria The main 4 reasons for recommendations are (very) good products (very) good Service (high) quality Reliabilty Further aspects are:  Technical know-how  Competence  Value for money Source: „Österreichs Hidden Champions aus der Perspektive ihrer Kunden“; FH Prof. Dr. Georg Jungwirth, Campus 02, Graz 2011

11. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 11 - 3rd Conclusions Brand Management = Quality Management Quality stimulates trust Quality stimulates active recommendation Quality stimulates longterm partnerships with the customer Hidden Champions are prefered partner

12. Friedrich Khuen, qualityaustria Forum Belgrade 2013- 12 - Final Conclusions Succeed with Quality ISO 9001 is your tool