Implementation of ISAS BCP9001 Key Motivation Factors Anoi/02... · « ISO certification improves consumers' perceptions with regard to all three variables : 1) quality 2) satisfaction

© 1994-2013 Challenge Optimum S.A. www.optimum.ch

Implementation of ISAS BCP9001 Key Motivation Factors

Challenge Optimum S.A. Hanoi, October 30th 2013

© 1994-2013 Challenge Optimum S.A. www.optimum.ch 2

7 Key Motivation Factors 1 – Ensure compliance with new Radio&TV laws 2 – Facilitate transition from state owned to PSB 3 - Capture market expectations more effectively 4 – Support technological changes procatively 5 – Get independent recognition on national market 6 – Implement competitive managerial practices 7 – Increase the revenue


Various countries in democratic transition have issued new laws on Radio & Television to ensure :

1 - Ensure compliance with new Radio & TV laws

•  Unbiased controlling –  Ethics, integrity, competences, delicate positions

•  Performances & risk management –  Objectives, planning, coordination, monitoring

•  Information & communication –  Correspondance & archiving. Notification or irregularities

•  Secured internal organization & operations –  Procedures, separation of attributions, survey, dealing with

infringements, continuity, accessing resources

•  Auditing & evaluation –  Verification & evaluation of controlling, internal audit, …

Most of these requirements perfectly match those of ISAS BCP9001 !


4

ü Controlling activities

Correspondence table between Romanian law on radio & TV & ISAS BCP 9001

ü Performances + risk management

ü Information + communication

ü Auditing + evaluation

ü Controlling ü Ethics & Integrity ü Tasks ü Competences ü Delicate positions 5   Management responsibility

5.1 Management commitment 5.2 Stakeholder focus 5.3 Quality & ethics policy 5.4 Planning 5.5 Responsibility, authority and communication 5.6 Management review 5.7 Corporate social investment, community services 5.8 Risk management

6 Resource management

6.1 Provision of resources 6.2 Human resources 6.3 Infrastructure 6.4 Work environment

7 Product realization

7.1 Planning of product realization 7.2 Customer related processes 7.3 Design and development 7.4 Purchasing 7.5 Production and service provision 7.6 Control of monitoring and measuring devices

8 Measurement, analysis and improvement

8.1 General 8.2 Monitoring and measurement 8.3 Control of non-conforming product 8.4 Analysis of data 8.5 Improvement

ü Procedures ü Separation of attributions ü Survey ü Dealing with infringements ü Continuity ü Controlling strategies ü Accessing resources

ü Verification & evaluation of controlling ü Internal audit

ü Information ü Communication ü Correspondence & archiving ü Hypothesis, reevaluations ü Notification of irregularities

ü Objectives ü Planning ü Coordination ü Performances monitoring ü Risk management

>80% correspondence

!


ü Chap V : Audience council & Complaint

Correspondence table between Thai PBS Act, B.E. 2551 & ISAS BCP 9001

ü Chap III : Rule and professional ethics

ü Chap IV : Broadcasting

ü Chap VI : Accounting, audit and evaluation

ü Chap II : Administration & operation

ü Rule on professional ethics §42

ü  Broadcasting §43

ü  Audience council & complaint §5

5   Management responsibility 5.1 Management commitment 5.2 Stakeholder focus 5.3 Quality & ethics policy 5.4 Planning 5.5 Responsibility, authority and communication 5.6 Management review 5.7 Corporate social investment, community

services 5.8 Risk management 6 Resource management 6.1 Provision of resources 6.2 Human resources 6.3 Infrastructure 6.4 Work environment 7 Product realization 7.1 Planning of product realization 7.2 Customer related processes 7.3 Design and development 7.4 Purchasing 7.5 Production and service provision 7.6 Control of monitoring and measuring devices 8 Measurement, analysis and

improvement 8.1 General 8.2 Monitoring and measurement 8.3 Control of non-conforming product 8.4 Analysis of data 8.5 Improvement

ü control the production §29.1

ü quality evaluation of broadcasted programs §29.6 ü  corrective and preventive actions §46

ü  network development §29.5

ü program production plans §29.3 ü personnel development plans §29.4

>70% correspondence

!

ü  Accounting audit & evaluiation

ü Chap VII : Inspection & control ü  annual report to the Council of Ministers §52 ü  performance of the Organisation §52 ü  Accounting audit & evaluation


6

7 Key Motivation Factors 1 – Ensure compliance with new Radio&TV laws 2 – Transition from state owned to PSB 3 - Meet market expectations more effectively 4 – Support technological changes 5 – Get independent recognition on national market 6 – Implement competitive managerial practices 7 – Increase the revenue


Transition from state-owned to PSB

2 key conditions : 1)  Managerial structure is designed to avoid any direct or

indirect political influence on the media 2) The corporation provides transparent reports on the internal operations to the funding decision making bodies (E.g. fee collection department and Parliament)

à Trade off editorial independence and transparency of reporting.

Major stake: ensure editorial independence from the government


The broadcasting industry actors and interested parties

Financial flows Information flows Influence flows

POLITICAL POWER

CIVIL SOCIETY GOVERNMENT

NATIONAL REGULATION AUTHORITY

BROADCASTER

AUDIENCE / VIEWERS

ADVERTISERS

Audience feedback loop

Tax

Financing /

Subscriptions /

Publicity

POLITICAL POWER

CIVIL SOCIETY GOVERNMENT

NATIONAL REGULATION AUTHORITY

BROADCASTER

AUDIENCE / VIEWERS

ADVERTISERS

Audience feedback loop

Tax

Financing /

Subscriptions /

Publicity

Systemic environment of a Media broadcaster


Activities & processes

Feedback KPI

How do you ensure editorial independence from a managerial viewpoint ?

Quality committee Heads of department (editorial, technique, administration) + quality manager

Ombudsman

Quality management unit

Internal quality audit reports

Internal quality auditors

Internal public audit

Internal public audit reports

Internal public auditors**

Administration council

CEO

Quality Manager

Quality representative in each department

Line managers


Feed-backs from already certified media

National Public Service Radio, 2600 employees, 450 musicians in their in-house philharmonic orchestra

Why did they choose to implement ISAS BC 9001 and get certified?

Their main motivation for certification: “Facilitate the transition towards a modern and high quality public service radio” Andras Istvan Demeter, President Director General, February 2011


11

Key Motivation Factors 1 – Ensure compliance with new Radio&TV laws 2 – Transition from state owned to PSB 3 - Capture market expectations more effectively 4 – Support technological changes 5 – Get independent recognition on national market 6 – Implement competitive managerial practices 7 – Increase the revenue


Capture market expectations more effectively

How NHK refines & strengthens its position on the market


Ex: how NHK measures “Program’s quality”

Reproduction after the gentle authorization by Mrs Nobuko Shiraishi, Head of programming Department, NHK, Japan


Example : How NHK measures “Program’s quality”

Reproduction after gentle authorization by Mrs Nobuko Shiraishi, Head of programming Department, NHK, Japan


Example : How NHK measures “Program’s quality”

Reproduction after the gentle authorization by Mrs Nobuko Shiraishi, Head of programming Department, NHK, Japan


What NHK values ...

・For each program to have a clear purpose ・Expanding NHK’s reach while guaranteeing audience needs as a public broadcaster

Reproduction after the gentle authorization by Mrs Nobuko Shiraishi, Head of programming Department, NHK, Japan, January 2012.


17

7 Key Motivation Factors 1 – Ensure compliance with new Radio&TV laws 2 – Facilitate transition from state owned to PSB 3 - Capture market expectations more effectively 4 – Support technological changes proactively 5 – Get independent recognition on national market 6 – Implement competitive managerial practices 7 – Increase the revenue


With the full content digitalization continuous publishing has become a reality ...

Courtesy of VIZRT

Quality Management Systems facilitate the adoption of new technologies


Example of potential change in the editorial production

Example of optimization in the editorial process by the introduction of continuous publishing (2)

Radio Broadcast

New Media Broadcast

TOMORROW

EVENT

POOL OF JOURNALISTS AND REPORTERS

CONTINUOUS PUBLISHING PLATFORM

Radio format

TV format New Media format

RADIO NEWS ROOM

TV NEWS ROOM

ON LINE NEWS ROOM

TV Broadcast

EVENT

TODAY

RADIO NEWS ROOM

TV NEWS ROOM

NEW MEDIA NEWS ROOM

TV Broadcast

Radio Broadcast

New Media Broadcast


How to retrieve pre/post broadcast media contents to make them available on any end-user platform ?

-  peak seasonal demands from the audience for specific contents mixing audio, video and data.

- manifold of end-user equipment -  demands from journalists to document their

subjects -  input from external contents producers -  operational efficiency

Key success factor : track the journalists’ requirements

Example : Implementation of Multimedia Asset Management

On-line recording/edition

Dalet

Audio digitization

Siraneau

IP rights & documents

Gico2D

TV broadcast (unplanned events management)

STRADA

WEB Multimedia management

ESCENIC

Contents exchange management

CDC

Peak audience management

CDN

Media Bus

Challenge : manage


21

7 Key Motivation Factors 1 – Ensure compliance with new Radio&TV laws 2 – Facilitate transition from state owned to PSB 3 - Capture market expectations more effectively 4 – Support technological changes 5 – Get independent recognition on national market 6 – Implement competitive managerial practices 7 – Increase the revenue


Edelman Trust Barometer 2013 Ages 25-64 across 26 countries.

College-educated In top 25% of household income perage group in each country

Report reading or watching business/news media at least several times a week

e.g. BBC crisis in Nov 2012


Edelman Trust Barometer 2013 : Media companies are still ranking amongst the last positions

BUT : recent studies show that 3rd party accredited certification will increase the level of confidence

« ISO certification improves consumers' perceptions with regard to all three variables :

1) quality 2) satisfaction 3) corporate image »

Source : Laura Martínez Caro, Jose Antonio Martínez García, (2009) "Does ISO 9000 certification affect consumer perceptions of the service provider?", Managing Service Quality, Vol. 19 Iss: 2, pp.140 - 16




Journal of reference in Switzerland Their main motivation for certification: “Get an independent recognition of our commitment to editorial quality” Valérie Boagno, Managing Director, December 2010


25



6

1) Conform with the requirements of National regulation on Radio & TV

2) Implement a collaborative reporting mechanism which final version would be submitted to the parliament as the annual report

4) Benchmark corporate internal management system with international best practices in TV quality management

4 Top-Management benefits of ISAS BCP 9001 certification project

3) Make responsibly and most efficient use of tax funds


Expected benefits of a quality management system for staff members

ü  a crystal clear definition of everyone’s roles and responsibilities

ü  the systematic consideration of the training needs to achieve the corporate objectives

ü  a professional work environment inspired from best international management practices

ü  the opportunity given to everyone to report his ideas and suggestions at any time ü  the continuous involvement of the management team in the evaluation of how adequate the resources are to the requirements of the work place ü  less pressure on the work place

ü  an intuitive and immediate access to the procedures and operational documents


1- Better efficiency:

ü  A common and shared vision of the organization ü  Written procedures for all critical activities ü  Systematic responses to problems and complaints ü  Systematic follow-up and evaluation of corrective actions ü  Better monitoring of performance through appropriate indicators, understood and accepted by the staff ü  A culture of continual improvement ü  Benchmarking among broadcasters ü  Identification and exchange of best practices ü  Better access to sources of information


What are the benefits of ISAS BCP 9001 certification?


2- Better image: ü  Increased audience satisfaction ü  Transparent relationship with all stakeholders ü  Greater credibility with viewers, listeners and advertisers ü  Independent recognition of contributions to social development and

democracy

Feed-backs from already certified media What are the benefits of ISAS BCP 9001 certification?

3- Better HR management: ü  Better motivation of staff ü  Clear job descriptions and responsibilities ü  The ability to attract and motivate high quality journalists

4- Better cost control: ü  Cost saving in production processes and less waste of resources ü  Higher efficiency of investments in content


Case study of VTV : 2011 status on quality management

u Top-Down approach

u Silos-based evaluation

system

u Subjective evaluation

criteria

No standardized quality management system !

Risk of mixing good and bad criteria for several programs

Head of department

1

Operational staff

(journalist, techicians, ...)

Head of department

2

Operational staff


Head of department

N

Operational staff


VTV department 1

VTV Department 2

VTV Deparment N


Case study of VTV : future management

u Experience based evaluation criteria, validated by the management team !

Management review

u  Inter-departmental based evaluation system Internal

quality auditors

u Systemic approach

Quality Unit + Manager

KPI, audit reports, feedback

Head of department

1

Operational staff


Head of department

2

Operational staff


Head of department

N

Operational staff


VTV department 1

VTV Department 2

VTV Department N


Example : how to optimize the process ?

Idea

Documentation

Script

Shooting

Editing

PP

Ingest

In this process , a detailed analysis has shown the following breakdown in time: Total working time in minutes (lead time): 2588 (ie, 43 hours and 8 minutes) composed of: Process Time 27 minutes / Travel time 82 minutes / Verification Time 40 minutes / Stand By 2439 minutes

5,76% EFFICIENCY RATE Main reasons of this counter performance: bureaucracy + lack of coordination between departments involved in the process


“A wonderful tool to solve problems and prevent conflicts” Conclusion by the CEO of the surveillance audit - August 2009

Feed-backs from media already certified


TRANS TV Jakarta 1st commercial TV channel in Indonesia


34



International Accreditation Forum 2012 survey*

« Businesses are generating significant benefits and added value from accredited certification. ».

The value of accredited certification – Survey Report 2012, IAF, http://www.iaf.nu/articles/Accredited_certification_delivers_real_added_value/276

*4,191 respondents completed the survey from 41 different economies Respondants : 69% quality managers, senior managers, purchasers, finance managers & marketing personnel


« Not only is it being used as a tool to deliver internal business improvement and to meet regulatory compliance, but businesses confirm that it has a positive effect on revenue ».

International Accreditation Forum 2012 survey*


Loss of experienced staff members

Staff demotivation

Staff Errors IT Breakdowns /

failures Competition

Folkloric

processes

Environmental impacts

Poor Brand

image

Cost of Quality

Cost of Non Quality

Conclusion

Implementing a quality management system is the safest way to take up key Media Challenges

and leverage change management issues (legal, technological,

market oriented)

Procedures

Internal Quality Audits

Performance/risk management


Thanks for your attention !

CEO : David Balme

[email protected]

+41 22 738 13 11

3 rue des Plantaporrêts

CH-1205 Genève

www.optimum.ch

Documents

Implementation of ISAS BCP9001 Key Motivation Factors Anoi/02... · « ISO certification improves consumers' perceptions with regard to all three variables : 1) quality 2) satisfaction