ISO9004:2000Introduction workshop
ISO9004:2000 Introduction Workshop Version K.10.1-UK Oct 03The High Performance Organisation Ltd
2 Version K.10.1-UK Oct 03The High Performance Organisation Ltd
ISO9004:2000 Introduction workshop
Welcome
ISO9004:2000 Improving Process Based
Management Systems
3 Version K.10.1-UK Oct 03The High Performance Organisation Ltd
ISO9004:2000 Introduction workshop
Objectives of the day
Given an existing management system determine how and why ISO9004:2000 can be used to extend / improve its performance.
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ISO9004:2000 Introduction workshop
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.
5 Version K.10.1-UK Oct 03The High Performance Organisation Ltd
ISO9004:2000 Introduction workshop
Review of ISO9001:2000
EXERCISE ONE
•What is ISO9001:2000 about?
•What is process based management?
•What ISO9001:2000 focusing on?
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ISO9004:2000 Introduction workshop
Overview of ISO9004:2000
Session one
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ISO9004:2000 Introduction workshop
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’
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ISO9004:2000 Introduction workshop
We understand a process?
Inputs Outputs
CustomersSuppliers
Information
CustomersStakeholdersActivities
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ISO9004:2000 Introduction workshop
So a system is?
‘the system is the business,as a framework of individual processes’
InputsMarketsRegulatorsStaffBus EnvironmentGov Policyetc
OutputsProducts & servicesCompliance to regulationSatisfactionCorporate responsibilityDividends
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ISO9004:2000 Introduction workshop
We understandprocess management as?
Inputs Outputs
Process Performance
Analyse&
Learn
Change&
Improve
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ISO9004:2000 Introduction workshop
So system management is?Inputs Outputs
Business Performance
Analyse&
Learn
Learn&
Change
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ISO9004:2000 Introduction workshop
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
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ISO9004:2000 Introduction workshop
Beyond ISO9001:2000ISO9001:2000
•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
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ISO9004:2000 Introduction workshop
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
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ISO9004:2000 Introduction workshop
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’
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ISO9004:2000 Introduction workshop
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.
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ISO9004:2000 Introduction workshop
Continual improvement of the management system
Interestedparties
Interestedparties
Requirements
Satisfaction
Management responsibility
Resourcemanagement
Measurement,analysis andimprovement
Productrealisation Product
outputinput
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ISO9004:2000 Introduction workshop
Session two
Main difference 1
Understandinginterested parties
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ISO9004:2000 Introduction workshop
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’
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ISO9004:2000 Introduction workshop
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.
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ISO9004:2000 Introduction workshop
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.
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ISO9004:2000 Introduction workshop
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?
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ISO9004:2000 Introduction workshop
Incorporatinginto a simple system
‘how do we apply the opportunities in a simple system’
Management responsibility
Resourcemanagement
Measurement,analysis andimprovement
Productrealisation
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ISO9004:2000 Introduction workshop
A ‘real world’ system
‘now how do the opportunities get included’
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ISO9004:2000 Introduction workshop
EXERCISE THREE
What changes do you need to make to your management system?
Which process would you use to implement the change?
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ISO9004:2000 Introduction workshop
Session three
Other parts ofManagement responsibility
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ISO9004:2000 Introduction workshop
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:
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ISO9004:2000 Introduction workshop
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?
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ISO9004:2000 Introduction workshop
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:
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ISO9004:2000 Introduction workshop
Session four
Resource Management
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ISO9004:2000 Introduction workshop
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’
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ISO9004:2000 Introduction workshop
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?
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ISO9004:2000 Introduction workshop
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?’
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ISO9004:2000 Introduction workshop
Work environment
Work environment should have a positive impact on the:
•motivation•satisfaction•and performance
of people.
‘what factors would need to be included?’
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ISO9004:2000 Introduction workshop
‘which processes could be improved if we wanted to improve Resource Management?’
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ISO9004:2000 Introduction workshop
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??’
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ISO9004:2000 Introduction workshop
Session five
Product Realisation
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ISO9004:2000 Introduction workshop
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.
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ISO9004:2000 Introduction workshop
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’
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ISO9004:2000 Introduction workshop
Session six
Main difference 2
Satisfaction of interested parties&
performance of the organisation
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ISO9004:2000 Introduction workshop
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
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ISO9004:2000 Introduction workshop
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?
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ISO9004:2000 Introduction workshop
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
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ISO9004:2000 Introduction workshop
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?’
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ISO9004:2000 Introduction workshop
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
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ISO9004:2000 Introduction workshop
‘Which processes would you change if you wanted to improve MA&I activity?’
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ISO9004:2000 Introduction workshop
End of workshop
What have you learnt from today?
What will you do next?
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ISO9004:2000 Introduction workshop
Guidance, advice & support
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