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HOW TO BEGIN ISO 9001:2015 in 5 STEPS - Quality Management System Basics - YouTube
Channel: Best Practice
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5 steps to begin ISO 9001 and the
implementation of a quality management
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system, what we're here to do in this
video is talk about the basic steps to
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understand what's involved in ISO 9001,
what it's all about and I'll give you
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5 tips to follow that sets you off on
your journey to compliance with the ISO
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9001 or meeting ISO 9001 and supporting
your organization with improving
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customer service. You're challenged with
understanding this complicated standard,
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you're challenged with trying to
understand what I need to do and you
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just want some simple terminology, you
just want it simply broken down into
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five basic steps to follow to get your
quality management system started.
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Let's get into this step 1 and step 1 is
really important I'm not going to muck
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around, we'll just go bang bang bang
through the 5 steps and I'll give it
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to you straight. Okay so step 1 what
are the promises that your
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organization's making to your customers.
Specific to your customers, not what's on
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your website not the features and
benefits, not the bullet points not that
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stuff but when the team that do the
selling in your organization or the
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people that do the selling or marketing
and selling in your organization, when
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they do that, what do they promise
customers. A good little example that you
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can undertake is to pick a specific
customer, identify that specific customer
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and say what did we promise them, what
price did we promise them, when did we
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promise the product or service to them,
what was it about the product or service,
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its specifications, its sizes, what was
promised to them, and so once we've got
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that in our clear awareness we can move
through the next or the rest of the
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steps in this process pretty easily and
simply. Ok moving into step 2 what do
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you do or what do you clearly understand
that you do to deliver those promises
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and this is often where the big
breakdown is, the sales and business
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development teams are out selling and
they're doing their marketing and sales
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for the marketplace and promising to
customers, but internally in the
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organization we get all caught up in the
complexity, we're not clearly
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understanding we need to do these three
steps to deliver that part of the
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promise to the customer and that's where
it falls down. The quality management
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system or the defined processes that the
standard starts to talk about, the
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critical processes it's starting to
about very clearly, we do these three
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steps to deliver that on time, we do
these three steps to deliver that
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specific product or that specific
service and so starting to clearly write
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down on note down and or clear up in
your own mind, as you're challenged to
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understand the complexity of
organization, start to ask the question
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of your organization, what do we do to
ensure that that's delivered on time,
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what do we do to ensure that this is the
exact service that we provide, what do we
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do to ensure that the customers happy
at the end of the process, that the
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customers satisfied, that they paid you
the money and they got this product or
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service that they paid for. So it's
really clear to just get a understanding
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of what those things are and focus on
those things. Okay step 3 is all
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about setting up a dashboard and
tracking your performance, how we're
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going, how many customers did we not
deliver on time, how many customers did
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we deliver on time. This is starting to
give you a dashboard or a scoreboard if
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you like across the organization and
identify how you're going. You know we're
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not going well in this area, we're going
well in this area and we can start to
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balance around, but that's ultimately
tracking of objectives and targets. Well
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the objective and target is to achieve
customer satisfaction deliver on time on
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budget, on specification if you like
depending on what the product or service
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is and the monitoring and measurement
systems don't really go into depth and
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give a clear picture of the
organization's performance and that's
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why we talk so much here at Best
Practice about all the graphs and
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statistics or even our logo if you like
it's a graph performance over time so we
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want to see and help you with your
performance over time so now is the time
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to start to say what can we measure our
track internally to give us some lead
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indicators to ensure that we meet and
deliver on the promise. What do we need,
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to watch what do we need to measure, so
that we can check and we can monitor and
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measure and manage the organization to
deliver what we promise, we need to
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deliver what we promised, how are we
going, can we improve that. Okay step 4
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is writing a list of the things that
need fixing
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and the new standards you know they're
getting complicated they're talking
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about risk based thinking, what we're
recommending here at Best Practice to
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give you a start as a beginner
and someone who's struggling to
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understand the standards, is to do a SWOT
analysis. Look at strengths, weaknesses,
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opportunities and threats. One of the
critical reasons for recommending a SWOT
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analysis is that there will be people
already in the organization in their own
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careers whether, it's the marketing
people, the finance people, the executive
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management in the organization, that have
participated in SWOT analysis as before
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and so because they have we don't need
to train them in a new skill we can say
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hey we're looking at the organization
let's do a SWOT analysis and let's start
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to write ourselves a list of the things
that need fixing.
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So in the previous step we talked about
a scoreboard and dashboard, now we're
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talking about a SWOT analysis between
those two things
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we're saying write a list and then start
to prioritize that list, what are the
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most important things that we need to
fix, what are the easy things that we can
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fix to improve our customer satisfaction
and improve our organization as a whole.
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Now the last part of prioritizing that
list is it's important to identify
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follow-up, so part of this step is about
follow-up, we've written the list we'd go
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to the organization we say this has got
to be improved then following up, how's
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that going, has it been improved, has it
been finished or execute and the most
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important part there is executed. Lots of
people out there writing lists and doing
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risk registers and all that sort of
stuff but following up to ensure those
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actions that have been identified are
closed out that they're implemented that
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it's been executed is a critical part
here. Ok let's do is just a quick recap;
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so with step 1 we're talking about
getting your managers together, getting
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key people together, and identifying and
writing down the list of specific
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promises that you make to your customers.
Be very clear, capture the list of the
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promises the times, the dates, the
specifications, what are the promises and
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write those things down that you make to
your customers. As part of step 2 what
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we want you to do here is understand and
write down or identify the critical
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processes and they could be a really
basic one-page flowchart, the critical
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processes or the steps that you follow
to deliver each of those promises. So
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what other things that need to be done
and capturing notes and we talked about
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in the standard defining critical
processes on mapping critical processes,
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don't write policies and procedures but
capture. As part of step 3, 5 graphs or
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8 graphs per team in your
organization that are good examples of
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the things that need to be monitored and
measured, the performance that needs to
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be tracked, to show that each of those
processes is working, or each of those
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promises is being delivered, and what you
can see here at Best Practice is we've
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got 30 graphs that are divided across
five teams that track our performance
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that gives us a clearer picture of when
we're going well and when we're not
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going very well and we can jump on those
things and look at what's broken in our
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process. As step four you're going to end
up with a list, a to-do list and if you
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can order that to-do list so the most
important things get worked on first,
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step 5 is all about prioritization so
putting the important things at the top
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and the least important things at the
bottom and more importantly following up,
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setting up a system to follow up with
each of the managers and each of the
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executive and each of the participants
in the organization to ensure that the
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improvements are being executed,
implemented and they're staying in place
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in your organization so they continue to
support the improvement of performance
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and ultimately the delivery of those
amazing promises you're making to your
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amazing customers. So what you're going
to have, what this looks like people in
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your organization clearly understanding
and communicating across all teams and
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each team's going to have an
understanding of the things they need to
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do to deliver those processes, you're
going to have a way of tracking your
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performance and showing when you're
going well and helping you to identify
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areas that might need improvement, you're
going to have a SWOT analysis and the
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SWOT analysis is going to create a to-do
list, the to-do list is going to be
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ordered and so you'll have an
opportunity to be constantly following
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up to closeout actions that are going to
help your organization to keep improving
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into the future. So that's been our 5
steps on how to improve your
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organization how to start ISO 9001 so if
you liked what you saw here hit the
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subscribe button on the youtube channel
lots of great videos coming out on a
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weekly basis that are helping you unpack
and understand how to start with ISO
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9001 how to improve your organization
and how to understand and make this
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simple we've got a free checklist that
helps you start with ISO 9001 available
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over on our training academy
into the comments below and you'll see
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the link to the checklist the link to
our training academy and that's going to
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help you go through and understand more
detail about ISO 9001 so your
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organization's profitable efficient fun
and delivers amazing services to your customers.
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