1. ISO9004:2000 Introduction workshop ISO9004:2000 Introduction Workshop Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd

2. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 2 Welcome ISO9004:2000 Improving Process Based Management Systems

3. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 3 Objectives of the day Given an existing management system determine how and why ISO9004:2000 can be used to extend / improve its performance.

4. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 4 Agenda 9.30Review of ISO9001:2000 10.00Overview of ISO9004:2000 & the ‘big’ picture 10.30Stakeholders / interested parties 12.00Remaining Management Responsibility areas 1.00Lunch 2.00Resource management 3.00Product Realisation 3.30Measure, analyse & improve – getting started 4.30Finish.

5. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 5 Review of ISO9001:2000 EXERCISE ONE What is ISO9001:2000 about? What is process based management? What ISO9001:2000 focusing on?

6. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 6 Overview of ISO9004:2000 Session one

7. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 7 ISO9004:2000 is about providing guidance on the efficiency and effectiveness of the system and therefore potential for improvement in organisational performance. ‘therefore we need to understand a ‘system’ beyond ISO9001:2000’

8. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 8 We understand a process? InputsOutputs Customers Suppliers Information Customers Stakeholders Activities

9. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 9 So a system is? ‘the system is the business, as a framework of individual processes’ Inputs Markets Regulators Staff Bus Environment Gov Policy etc Outputs Products & services Compliance to regulation Satisfaction Corporate responsibility Dividends

10. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 10 We understand process management as? InputsOutputs Process Performance Analyse & Learn Change & Improve

11. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 11 So system management is? Inputs Outputs Business Performance Analyse & Learn & Change

12. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 12 Systems management in reality? Innovation / inventions The law & other regulations Government policy Demographic & social changes The market for your products A business in the real world Products Compliance to regulations Environment Shareholder value Satisfied customers

13. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 13 Beyond ISO9001:2000 ISO9001:2000 customer satisfaction & product quality ISO9004:2000 satisfaction of interested parties & organisational performance. A ‘real world’ standard focused on continually improving a business and everything in it

14. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 14 IS09004 is a team ‘game’ 1 person ISO9001:2000 Overview of Other mgt disciplines OK!! H&S HR Asset Mgt ISO9004 = specialist areas Needs specialist people Not 1 person Soft areas

15. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 15 Therefore: No one person can understand all detail Can’t cover all detail in this workshop or even in a number of them You may never actually cover all parts of the Standard or even need to in your organisation. ‘It is a guide to possibilities’

16. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 16 So what is ISO9004:2000? ‘Real world’ application Large scope Something to strive for rather than achieve Can’t just ‘implement’ it needs planning A model Describes ‘good practice’ Difficult know where to start Hard and soft issues Moves towards specialisms.

17. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 17 Continual improvement of the management system Interested parties Interested parties Requirements Satisfaction Management responsibility Resource management Measurement, analysis and improvement Product realisation Product output input

18. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 18 Session two Main difference 1 Understanding interested parties

19. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 19 Needs & expectations 5.2.2 Identify interested parties Maintain a balanced response to their needs & expectations Translate needs & expectations into requirements Then Communicate requirements throughout organisation Focus process improvement to ensure value for identified parties. ‘If you can’t do these then the technical parts are irrelevant - don’t focus on the technical’

20. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 20 How do you implement? Carry out an assessment / gap analysis into the area of interest, 5.5.2 in this case against: The current defined management system Ad-hoc activity that may be outside the system The need for the area in the business The business benefits in closing the ‘gap’ Recommendations and steps to implement.

21. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 21 EXERCISE TWO Identify who are your interested parties? For each party, what do they want / expect from you? For each party, how do you find out? Carry out an appropriate assessment on your organisation.

22. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 22 Feedback What made the exercise difficult? Why wasn’t it straightforward? If you were going to do this for real, how would you approach it?

23. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 23 Incorporating into a simple system ‘how do we apply the opportunities in a simple system’ Management responsibility Resource management Measurement, analysis and improvement Product realisation

24. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 24 A ‘real world’ system ‘now how do the opportunities get included’

25. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 25 EXERCISE THREE What changes do you need to make to your management system? Which process would you use to implement the change?

26. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 26 Session three Other parts of Management responsibility

27. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 27 Quality (business) objectives & planning If you were running ‘Coaches R Us’ what information would you review to set business objectives? What are the component parts of a business plan? ‘then what do you think is covered in ISO9004:2000’ Discussion:

28. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 28 Communication …..implement an effective and efficient process for communicating policy, requirements, objectives and accomplishments. What methods might / do you use? How would you assess that they are effective and efficient? Are methods or assessment more important for continuous improvement?

29. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 29 Management Review EXERCISE FOUR A comprehensive list of subjects discussed at a routine meeting of your most Senior Managers? How the Senior Managers behave? What are the results / outcomes of the meeting? Select one company from your group. Rest of team interview that person to identify:

30. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 30 Session four Resource Management

31. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 31 Issues to be considered Resources to improve performance…..such as: -effective, efficient and timely provision of resources in relation to opportunities and constraints -tangible resources such as assets and support facilities -intangible such as intellectual property -resources to encourage innovative continual improvement -organisation structures including project & matrix management -information management & technology -enhancement of competence -development of leadership skills & profiles for future managers -use of natural resources and impact of resource use on the environment -planning for future needs. ‘the scope is very wide’

32. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 32 Involvement of people – 6.2 EXERCISE FIVE What methods could be used to gain people’s involvement? What training & development subject areas should / could an organisation provide? What would you take into account in determining the correct subject areas & methods have been identified?

33. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 33 Infrastructure The process to define the infrastructure necessary….. Provision of infrastructure (e.g. ?) in defined terms i.e. what is to be achieved Development and implementation of maintenance methods Evaluation of the infrastructure against needs and expectations of stakeholders Consideration of environmental issues. ‘how would you identify the need to change?’

34. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 34 Work environment Work environment should have a positive impact on the: motivation satisfaction and performance of people. ‘what factors would need to be included?’

35. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 35 ‘which processes could be improved if we wanted to improve Resource Management?’

36. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 36 Other resource areas to consider Information – identification, use, integrity Suppliers and partnerships Natural resources Financial resources ‘ALL resources need to be managed effectively – assessed by specialist??’

37. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 37 Session five Product Realisation

38. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 38 Outline of sub-clauses Manage processes Understand inputs and outputs Processes that relate to communication effectively Design and development Purchasing purchase & supplier control Production and service operations Identification and traceability Customer property Preservation of product Control of measuring and monitoring devices.

39. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 39 Main focus Main areas of ISO9001:2000 are covered but in more depth and perhaps with a change of sub-clause title Many organisations have focused on these areas in the past Detailed specialist areas Very specific to your sector / your organisation Detailed interpretation difficult to generalise. ‘suggest review the approaches mentioned against your processes to identify appropriate opportunities’

40. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 40 Session six Main difference 2 Satisfaction of interested parties & performance of the organisation

41. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 41 Main areas of the MA&I clause Measure interested party satisfaction Measure customer satisfaction Carry out internal audits Financial measures Self assessment Process measurement Product measurement Analyse & review data Improvement

42. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 42 EXERCISE SIX Given the interested parties you identified in exercise 2 what methods would help you assess their satisfaction? What subjects could you cover in an audit that are not compliance related? In groups: Provide examples of ‘hard measures’ for processes in your system?

43. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 43 Other areas to consider Corrective action planned activity to correct something that has gone wrong Loss prevention plans that mitigate any loss on the organisation in the product realisation and support processes Continual improvement of the organisation the change process to improve efficiency and effectiveness

44. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 44 Self-assessment A self-evaluation that should be: Simple to understand Easy to use Minimal impact on management resources Provides input to enhance performance Can track results over time. ‘The how is up to you – any ideas?’

45. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 45 Maturity model Maturity Level Performance levelGuidance 1No formal approachNo systematic approach evident, no results, poor results or unpredictable results 2Reactive approachProblem or corrective action based systematic approach - minimum improvement data available 3Stable formal system approach Systematic process based approach, early stages of systematic improvement 4Continual improvement emphasised Improvement process in use, good results and sustained improvement trends 5Best – in – class performance Strongly integrated improvement process

46. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 46 ‘Which processes would you change if you wanted to improve MA&I activity?’

47. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 47 End of workshop What have you learnt from today? What will you do next?

48. Version GC.10.1-UK Oct 03  The High Performance Organisation Ltd ISO9004:2000 Introduction workshop 48 Guidance, advice & support In partnership with The High Performance Organisation Ltd Tel. +44 (0)1604 470837 Email.enquiries@the-hpo.com