1. Quality Management Process Model
Continual improvement of the quality management system
Customer
Management
responsibility
Customer
Stakeholders
ISO9004
Stakeholders
ISO9004
Measurement,
analysis and
improvement
Satisfaction
Resource
Management
Note: the dotted arrows are two-way information paths
PDCA cycle controls all activities
Plan:
Establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization’s policies
Do:
Implement the processes
Check:
Monitor and measure processes and product(s) against policies, objectives and requirements for the product and report the results
Act:
Using the results of the measurements and customer feedback take actions to continually improve the quality management system and it’s process’ performances
Requirements
input
output
Product
realization
Product

2. Corporate Social Responsibility / CG
The ‘systems thinking’ journey – the strategy
Auditor
competence
programme
Sustainable
Synchronised Supply
programme
Information Mgt
programme
inc 7799, etc
Process based mgt &
ISO9001:2000 programme £+
Management systems development
Sustaining
Corporate Social Responsibility / CG
Process based
Management
People skills development
ISO13485
programme
Learning and change
AS9000
programme
TS16949
programme
CSR/CG
programme
Stakeholder understanding
& measurement programme
Health, safety & hygiene
Programme inc 18001, etc
©The High Performance Organisation Ltd 2003

3. The problem-the super auditor?
Organisational
behaviour
Risk Mgt
H&S
Teamwork
Asset Mgt
Budget
Outcomes /
Results against
targets
Inputs
Leadership
Competence
Reporting
Information
security / sharing
Learn
Culture
Change
Knowledge
Mgt

4. Impact upon traditional approaches
Generally
Assessor competence?
Numbers available / needed?
Cost?
Time required?
Value already questioned
Sufficient evidence?
Examples of failure – Enron etc
Sample size often small and unrepresentative
Compliance not effectiveness focused
Inconsistency of application and interpretation
Lack knowledge of business & systems thinking.
‘it is not the auditors ‘fault’ they are only human
Conclusion - there needs to be other
supporting approaches’

5. On-line Assessment Solution – the mechanics
Carryout assessment
Secure &
Confidential
User
Registration
Create
assessment
with you
Set up
assessment
Produce effectiveness / compliance report
Monitor
Assessment
Bring about ‘real’ change to improve effectiveness
..realising the opportunity to improve