iso9004:2000 introduction workshop iso9004:2000 introduction workshop version gc.10.1-uk oct 03 the...

ISO9004:2000Introduction workshop

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

2 Version GC.10.1-UK Oct 03The High Performance Organisation Ltd

ISO9004:2000 Introduction workshop

Welcome

ISO9004:2000 Improving Process Based

Management Systems



Objectives of the day

Given an existing management system determine how and why ISO9004:2000 can be used to extend / improve its performance.



Agenda

9.30 Review of ISO9001:200010.00 Overview of ISO9004:2000 & the ‘big’ picture10.30 Stakeholders / interested parties12.00 Remaining Management Responsibility areas 1.00 Lunch 2.00 Resource management 3.00 Product Realisation 3.30 Measure, analyse & improve – getting started 4.30 Finish.



Review of ISO9001:2000

EXERCISE ONE

•What is ISO9001:2000 about?

•What is process based management?

•What ISO9001:2000 focusing on?



Overview of ISO9004:2000

Session one



ISO9004:2000 is about providing guidance on theefficiency and effectiveness of the system

and therefore

potential for improvement in organisational performance.

‘therefore we need to understanda ‘system’ beyond ISO9001:2000’



We understand a process?

Inputs Outputs

CustomersSuppliers

Information

CustomersStakeholdersActivities



So a system is?

‘the system is the business,as a framework of individual processes’

InputsMarketsRegulatorsStaffBus EnvironmentGov Policyetc

OutputsProducts & servicesCompliance to regulationSatisfactionCorporate responsibilityDividends



We understandprocess management as?

Inputs Outputs

Process Performance

Analyse&

Learn

Change&

Improve



So system management is?

Inputs Outputs

Business Performance

Analyse&

Learn

Learn&

Change



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

Shareholdervalue

Satisfiedcustomers



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



IS09004 is a team ‘game’

1 personISO9001:2000

Overview of

Other mgt disciplines OK!!

H&SHR

AssetMgt

ISO9004 = specialist areas

Needs specialist peopleNot 1 person

Soft areas



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’



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.



Continual improvement of the management system

Interestedparties

Interestedparties

Requirements

Satisfaction

Management responsibility

Resourcemanagement

Measurement,analysis andimprovement

Productrealisation

Product

outputinput



Session two

Main difference 1

Understandinginterested parties



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 foridentified parties.

‘If you can’t do these then the technical parts are irrelevant - don’t focus on the technical’



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.



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.



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?



Incorporatinginto a simple system

‘how do we apply the opportunities in a simple system’

Management responsibility

Resourcemanagement

Measurement,analysis andimprovement

Productrealisation



A ‘real world’ system

‘now how do the opportunities get included’



EXERCISE THREE

What changes do you need to make to your management system?

Which process would you use to implement the change?



Session three

Other parts ofManagement responsibility



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 coveredin ISO9004:2000’

Discussion:



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?



Management ReviewEXERCISE 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:



Session four

Resource Management



Issues to be consideredResources 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’



Involvement of people – 6.2EXERCISE 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 thecorrect subject areas & methods have been identified?



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?’



Work environment

Work environment should have a positive impact on the:

•motivation•satisfaction•and performance

of people.

‘what factors would need to be included?’



‘which processes could be improved if we wanted to improve Resource Management?’



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??’



Session five

Product Realisation



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.



Main focus

•Main areas of ISO9001:2000 are covered but in more depthand 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’



Session six

Main difference 2

Satisfaction of interested parties&

performance of the organisation



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



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’ forprocesses in your system?



Other areas to consider•Corrective action planned activity to correct something that has gone wrong

•Loss preventionplans that mitigate any loss on the organisation in the product realisation and support processes

•Continual improvement of the organisationthe change process to improve efficiency and effectiveness



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?’



Maturity modelMaturity

LevelPerformance level Guidance

1 No formal approach No systematic approach evident, no results, poor results or unpredictable results

2 Reactive approach Problem or corrective action based systematic approach - minimum improvement data available

3 Stable formal system approach

Systematic process based approach, early stages of systematic improvement

4 Continual improvement emphasised

Improvement process in use, good results and sustained improvement trends

5 Best – in – class performance

Strongly integrated improvement process



‘Which processes would you change if you wanted to improve MA&I activity?’



End of workshop

What have you learnt from today?

What will you do next?



Guidance, advice & support

In partnership with

The High Performance Organisation LtdTel. +44 (0)1604 470837

[email protected]

iso9004:2000 introduction workshop iso9004:2000 introduction workshop version gc.10.1-uk oct 03 the...

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