DQS EuRA Global Quality Seal Presentation 2015

8/19/2019 DQS EuRA Global Quality Seal Presentation 2015

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Printversion EuRA Global Quality Seal Presentation

DQS GmbH December 2015 1

www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen


EuRA Global Quality Seal Relevant Topics

DQS Overview

Business Development Manager

Doris Münster-Müller / DQS Life Science & Education

EuRA Global Quality Seal

The Certification Process

Account Manager

Natalia Campañá / DQS EuRA GQS Serviceteam

Overview of Standard and Training information

Martina Scharwey / KMS Consult

http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/


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EuRA Global Quality Seal Topic

DQS Overview

Business Development Manager

Doris Münster-Müller

DQS Life Science & Education


DQS. The Audit Company.

The Audit Company.

Three words that stand for what we are and what we do:

We are specialists for audits.

For management systems and processes.



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Integrität, Kompetenz, Vertrauen

§ Our focusThe way how companies are managed and organized,

focusing on people, systems and processes.

§ The basis of our business Accredited and approved according to more than 100

standards and numerous industry- or association-specific

rules and regulations.

§ Our targetTo provide management with specific evidence and

guidance for action.


DQS. The Audit Company.

§ Frankfurt a.M. - Berlin - Hamburg - München - Stuttgart

§ Since 1985: Specialist for audits

and certifications

§ Founded by DIN and DGQ

§ First certification body in Germany andthird one worldwide

§ Currently biggest subsidiary

of DQS Holding GmbH

§ In Germany: 800 auditors

with about 25.700 audit days per year

§ More than 28.000 certified sites worldwide



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DQS Shareholders

§ Renowned partners

§ High reputation in business and politics

§ Independence and reliability


DQS Group international

§ 57.000 certified sites in more than 130 countries

§ Around 80 offices in almost 60 countries

§ 2.500 auditors worldwide ensure local presence

§ More than 20.000 customers from all business sectorsTogether with 37 IQNet partners, DQS Group is part of the world‘s largest certification network

DQS



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DQS Group Vision 2018

“We are the preferred partner for certification,auditing and assessments – recognized for our

competence in supporting business successandorganizational health of our customers.”


“Our clients and their partners

expect that they can rely on the

value of issued certificates. With

a strict commitment to

impartiality, objectivity,

openness, confidentiality and

ethical business practices, we

create the necessary

foundations.“

Götz Blechschmidt CEO DQS GmbH



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Why External Assessments?

§ Holistic, neutral view from outside on people, processes,systems and results

§ High level of assurance for decision-making

§ Sustainable trust

§ Consolidation of image and competitiveness

§ Added value for interested parties

§ Worldwide recognized certifications

“ And as far as certification is concerned: where else

can you find objective, outside feedback in such great

detail, to help you find the most important parameters

for your own fine-tuning?” Andreas Hüllhorst, Geschäftsführer, Hottinger BaldwinMesstechnik GmbH


Our audits for your targets

Our audits

§ … are an intelligent and individual approach to your processesand management systems, based on a strong and mutualdialogue

§ … are used to evaluate if management systems or processeshave been established, are clearly understood andimplemented ...

§ … and if they are suitable to achieve planned objectives



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„DQS demonstrates what audits are supposed to betoday: An individual partnership for the benefit ofthe customer. We, as auditors, live this principle -through a practical, pragmatic, creative and flexibleapproach.”Martin Röper, DQS-Auditor


Our auditors – DQS’ highest asset

§ More than 800 auditors perform about 25,700 audit daysper year for DQS and its customers

§ Industry experts with a holistic view of people, processesand results

§ Balanced mix of expertise, pragmatism, social and

methodical competence§ Mostly appointed for more than one standard

§ Integrated in the worldwide DQS training concept

They all share the same understanding and level ofambition, laid down in the directive for excellentassessments ("Good Audit Practice“).



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DQS Auditors

§ Know-How and practicalexperience of many years

§ Excellent knowledge ofbusinessmanagement

§ Qualified for variousstandards,for the most part

§ High level of interculturalcompetence

§ Regional proximity

(2,500 auditors worldwide)§ Participation in regular

international DQStrainings


Whatever goal you aim for - we will help you to

achieve it across all industries.

Individual performance is our credo

§ Certification audit§ Process audit§ Supplier audit§ Compliance audit§ Performance audit

§ Integrated system assessments§ Group certification§ International projects like joint audits with partners of

IQNet



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DQS-Events

§ Customer Days: Topics across all industries

§ Customer Forums: For general as well as industry-specific

standards

§ Workshops: Intensive exchange on topics based on everyday

work environment

§ Webinars: Short, compact, competent, online


§ News, Services, Downloads

§ Global customer database with certificate download

§ Worldwide customer center MyDQS

§ Online newsletter

§ Customer events with online registration

www.dqs.de (en )

Internet: www.dqs.de

http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/http://www.dqs.de/


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Performance portfolio (excerpt)

§

Focusing on qualityISO 9001

SustainabilityISO 14001, ISO 50001,EN 16247-1, ISO 26000

Occupational Health andSafetyBS OHSAS 18001, BGM

Social ResponsibilityIQNet SR10, SA8000SEDEX/SMETA

Risk ManagementISO 31000, ISO 22301,EXCiPACT

Train & TransportationIRIS, SQAS, GDP

AerospaceEN/AS 9100, EN/AS 9110,EN/AS 9120

AutomotiveISO/TS 16949, VDA 6.x,StVR,Prototype protection

Information SecurityISO 27001, ISO 20000-1,ISIS, Data privacy

Business ExcellenceDIN SPEC 77224,ISO 10002

Health andSocial WorkEN 15224, KTQ, IQMP

Education Company AZAV, ISO 29990, Q2E

Association SpecificAssessment

DStV, GQS, Golf & Nature

Corporate andprocess-specific Assessments

Food & HygieneManagementHACCP, BRC, IFS

Medical ProductsISO 13485, PAL, ISO15378

Integrated ManagementSystems


IQNet

GQS auditor

DQS Office

EuRA GQS Worldwide



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Customer specific Assessments

The EuRA Global Quality Seal:

If you don’t have yours yet,

we want to help you to get it!

Association specific



EuRA Global Quality Seal

Certification Process



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Value and Benefit

§ EuRA members quality management system raises

quality and service delivery

§ Management review

§ Internal audits, Customer satisfaction survey

§ EuRA Global Quality Seal established common and

comparable quality system requirements

§ KPI’s

§ Policies

§ DQS certification process guaranties third parties approval

§ straightforward audit and same day certification process

§ minimal budget outlay, high return


EuRA Global Quality Seal Standard

§ … is a quality standard developed specifically for the

relocation business.

§ … is applicable to all relocation organisations.

§ … regardless of type, size or services provided.

§ … will be revised at least once a year.



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Initial contact EuRA office

§ First step

§ EuRA members get in contact with the EuRA office

EuRA is looking after the administration process of

certification and recertification. They are the ones who provide

the Quality Standard and send you helpful templates and

forms.

§ Members have to pay a registration fee to EuRA.


EuRA Global

Quality Seal

(GQS)Certification

Process

Certification Process

Member gets Basic Data Sheet, fills it up andsends it back to [email protected]

EuRA GQS serviceteam sends informationfolder and offer/order letter. Once the orderis signed audit dates will be committed

Optional on-site visit with quality pre-check

with certification ceremony at endof the day

Optional interim audit after 12 monthsin home-office

Auditor contacts client to order documentation(audit stage I), Auditor checks docs in homeoffice off-site and gives feedback

One day visit on-site (audit stage II)

Recertification after 24 months

http://www.dqs.de/http://www.dqs.de/mailto:[email protected]:[email protected]://www.dqs.de/http://www.dqs.de/


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§ EuRA member looks at DQS Website

Contact DQS


§ EuRA member downloads Basic Data Sheet

Contact DQS



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Offer and Order

§ EuRA member fills up basic data sheet and sends it to

[email protected]

§ EuRA member gets offer/order and information folder

§ Handout with contact information

§ Product information with proceeding

§ General Business Conditions DQS

§ EuRA member sends back the signed offer to

[email protected]


EuRA Global Quality Seal Certification Costs

§ Initial Assessment§ EuRA members§ with annual turnover up to € 100,000

€ 1,600 plus travel costs and VAT

§ with annual turnover up to € 300,000 € 2,500 plus travel costs and VAT

§ with annual turnover up to € 500,000 € 3,000 plus travel costs and VAT

§ with annual turnover over € 500,000 € 3,500 plus travel costs and VAT

§ Additional site € 1,125

§ Non-EuRA members pay double the regular priceplus travel costs and VAT

§ Pre-Assessment € 1,125 (optional)

http://www.dqs.de/mailto:[email protected]:[email protected]://www.dqs.de/http://www.dqs.de/mailto:[email protected]:[email protected]://www.dqs.de/


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Optional Pre-Assessment

§ Pre-Assessment € 1,125

Optional (could be ordered by offer)

§ Same process as system assessment on-site

§ Can be done in place of EuRA Training if client

already has a process based approach and

Quality Manager is trained



§ Interim audit € 800 (optional)§ Re-Assessment§ EuRA members§ with annual turnover up to € 100,000


§ with annual turnover up to € 300,000 € 2,000 plus travel costs and VAT§ with annual turnover up to € 500,000


§ with annual turnover over € 500,000 € 2,800 plus travel costs and VAT

§ Additional site € 1,125§ Non-EuRA members pay double the regular price

plus travel costs and VAT



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§ Possible discount§ a certified quality management system§ for recertification: Interim audit had taken place§ in combination with another management system

§ Multi-site assessments are an option

§ Combination of GQS and ISO 9001assessments arepossible


Audit dates

§ Audit takes place in two parts

§ Stage I: off-site document analysis in home-office auditor

§ Stage II: on-site assessment

§ EuRA member informs DQS about date of readiness to

be certified

§ Commitment of audit dates for stage I and II

è 3 months prior to date of readiness

§ Timeframe between stage I and stage II should be

è 1 month



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Assessment

§ 4 weeks before stage 1 date Auditor requests documents

§ EuRA member sends documentation to the Auditor

§ Auditor checks documentation off-site in home-office

and gives feedback to the member (report part I)

§ Auditor comes on-site for system assessment

§ checks and evaluates if the requirements of the EuRA

Quality Seal are fulfilled

§ elaborates the scope of improvement


Fulfilment of requirements

§ If the requirements are fulfilled

§ the Auditor hands over the report (report part II)

§ and the certificate to the EuRA member

§ If the requirements are not fulfilled§ there is a written agreement for corrective

measures and notification of the closed

corrective measures

§ corrective measures have to be closed withinè three months

§ or - if necessary - another on-site audit day takeplace (extra costs)



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Overview

§ Analysis of the documentation

(Home office)

§ Written report concerning the documentation

(Home office)

§ Audit (on-site)

§ Written report concerning the documentation, written

report concerning the audit

(Hand-over on-site)

§ Certificate valid for two years

(Hand-over on-site)

§ Optional interim audit after one year


EuRA Quality Seal Topic

Overview of Standard


([email protected] / www.kmsconsult.de)

http://www.dqs.de/http://www.dqs.de/mailto:([email protected]://www.kmsconsult.de%29/http://www.kmsconsult.de%29/mailto:([email protected]://www.dqs.de/http://www.dqs.de/


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Minimum Requirements for the external Audit

§ Quality Manual

§ Mission, Quality Policy, Policies, Measurable Objectivesand Key Performance Indicators (KPIs)

§ Defined Processes

§ Client/Customer Satisfaction and ComplaintManagement

§ Management Review


Quality Categories

§ Mission, Quality Policy, Objectives and Key

Performance Indicators (KPIs)

§ Have to be developed and implemented

§ Pre-defined objectives and KPIs are measured,

met or exceeded



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Quality Categories

§ Management Responsibilities and Leadership§ Following policies have to be developed, documented, implemented,

communicated, reviewed and understood: Compliance Management,

Corporate Social Responsibil ity Policy, Health and Safety Policy, Anti

Corruption / Anti Fraud Policy, Environmental Management Policy,

Business Continuity Management Plan, Data Integrity and

Information Security Policy

§ Technical, business and personnel resources are planned bymanagement

§ All employees as well as partners and subcontractors working on theaccount have to be trained/instructed on a regular basis.

§ Job descriptions are in place

§Employees have to be evaluated annually

§ Customer and client requirements have to be understood and metsatisfactorily

§ Annual Management review


Quality Categories

§ Organisation and Planning

§ Responsibilities are defined

§ A company specific Process Model visualizesthe Quality Management System and is

documented

§ Processes are planned, managed andimproved continuously

§ Outsourced processes and services aredefined. Partners and suppliers are evaluated.

§ Services

§ Core and subsidiary services of DSP‘s andRMC‘s are defined as processes

§ Cost tracking is implemented



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Quality Categories

§ Client / Customer Satisfaction andComplaint Management

§ „Client Satisfaction Survey“

§ „Transferee Satisfaction Survey“

§ Complaint management process isimplemented

§ Procedure of handling incorrectservices is defined

§ Causes for defective services must be

analysed and corrected


Quality Categories

§ Documentation

§ Quality Manual (on paper or electronic devices)

§ Method of documentation and filing is defined

§ Internet and e-mail fulfil the GQS requirements



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Stays Relevant

§ Every year update of EuRA Global Quality SealStandard

§ We collect feedback, ideas and input from you …

§ EuRA and EuRA members

§ External Auditors


After Signing the Contract

§ Goal Setting

§ Timing of DQS site visits/external audits(pre-audit y/n?)

§ Development of QM system

§Checking and analysing existing documents

§ Personnel Matters

§ Quality Manager

§ Complaint Manager

§ Chief Compliance Officer

§ Quality Team

§ Who is doing what?



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Documentation

§ Quality Manual

§ Paper or electronic version

§ Process based structure

§ Documented processes (flow chart, wording, type)

§ Management of documents and quality records

§ Definition of process for new/revised parts of QualityManual

§ Definition of process for new/revised documents andforms

§ Storage of these documents (old versions)

§ Management Review


Project

Management

Leadership

Infrastructure Employees

Efficient

Project Management

Objectives

Measurement

Training Teamwork

Communication

Empowerment of

People

Management Support

Success Factors – Use as Marketing ToolSuccess Factors



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Training information


([email protected] / www.kmsconsult.de)


EuRA Global Quality Seal Training

EuRA Global Quality Seal Training is only offered

by EuRA

§ Organisation by EuRA(www.eura-relocation.com training & group events,

webinars)

§ On-site organisation per individual member by


([email protected] / www.kmsconsult.de )

€ 1,400 per day plus travel costs

http://www.dqs.de/mailto:([email protected]://www.kmsconsult.de%29/http://www.dqs.de/http://www.eura-relocation.com/mailto:([email protected]:([email protected]://www.eura-relocation.com/http://www.dqs.de/http://www.kmsconsult.de%29/mailto:([email protected]://www.dqs.de/


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Training Information

§ „Basic EuRA member EuRA Global Quality Seal

Training“ (1 day session)

§ „Basic EuRA Global Quality Seal Training“ plus

Workshop (2 day session)

§ Web-based EuRA Global Quality Seal training is

possible and will be organised by EuRA

§ Combination of „Basic Training“ and „Workshop“ in an

one day session is possible, maximum of 25 participants

§ Training facility has to be provided by EuRA / member

company
http://www.dqs.de/http://www.dqs.de/

Documents

DQS EuRA Global Quality Seal Presentation 2015