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There’s ten key success factors that
influence the effectiveness of your Quality Assurance Management System
so in this video we’re going to explore what they are and how you can implement
them in your organization. This video is a great video to explore why we’d have a
Quality Assurance Management System and is a good introduction to what we’ve got
included in our ISO 9001 Essentials course right here on our Training
Academy. The strategic decision that you make to implement a Quality Assurance
Management System following something like ISO 9001, I believe and we believe
here at Best Practice is critical to the efficient execution of your business
plan so what i’m going to explore in this video is the ten critical success
factors that really are the focus points the why if you like of your Quality
Assurance Management System. When measures are applied to your
organization like good quality indicators of success, there’s an old saying what
gets watched gets managed, so the thread that you’ll find as we discuss each of
these ten critical success factors is that we’re looking to think about what
would we monitor and measure or what would we measure as an indicator of how
well we’re tracking and our level of success. So you Quality Management System
can get some really good wins if you like in the early stages of development,
if you take that strategic viewpoint and link it to your business plan link it to
the corporate objectives of the organization you’re going to get a
really good onboarding of everybody involved and success factor number one
is really looking at leadership, top management commitment and defining
accountability, roles and responsibilities and I think ultimately
what we want to be looking at and understanding is that organizations are
made up of people and it’s really important to have all of those players
on the team well assembled into their positions. So if you can think about the
analogy of a football team we’ve got a whole bunch of players on the field
they’ve got their positions now of course they can move around those
positions but we don’t want to move off their positions and a management system
that’s designed to execute your business plan is no different to that. We’re
thinking about the players we’ve got on the field or that individual people in
the organization, we’re thinking about where they’re responsible for and what
they’re accountable for and then we’re starting to build systems to hold them
accountable for obviously provide the resources they need to execute their
responsibilities but then hold them accountable to that through the process so it’s top
management it’s your first strike at saying yes this is our business plan
this is our strategy you might do that with some company wide or organization
wide communications, meetings, inductions training and then starting to specify to
people well here’s your roles and responsibilities. So classic scenarios
are an organizational chart that starts to show the communication structure
within the business and then individual position descriptions so each of the
five teams here at Best Practice marketing, sales, finance, operations, HR,
each of those teams have each got a team described description which describes
all the duties that that team undertakes and then we move those down to the next
level which is the individual position and descriptions of each person so
setting the tone, setting the culture and living the tone and the culture at an
executive level is really important and the first success factor that we’d be
focusing on. In our ISO 9001 Essentials course we explore in detail ISO 9001’s
requirements around top management commitment and we talked about
accountabilities and responsibilities so check out that course it’s got some
great stuff where we explore the intent of the clauses of the standard and how
you might go about developing your management system or understanding how
your management system has been developed to meet that requirement.
Success factor number three well that’s communication if I did a survey of your
organization I asked you this question, what do you think the number one problem
or the number one frustration is in your organization across the board? And I
could almost bet that you’re going to say communication. What I’ve observed and
it makes me a little bit frustrated is lots of organizations in the ISO 9001
Quality Assurance world have put way too much effort into developing policies and
procedures and in fact I was talking to my brother yesterday he’s frustrated
with his team because he said I put a policy in place and no one follows it. Well
of course they don’t because as humans the vast majority of us are turned to
effective communication methods to absorb our information and one of the
cool things about what I’m doing for you right now is not only am I communicating
to you verbally, but you’re reading as part of that communication all my body
language and it’s inspiring you so I can more effectively get my message across
to you in this type of medium. It’s really hard to write
a document and convey this much emotion and enthusiasm and we’re not
professional writers and we’re not trained to be professional writers like
the amazing bestselling authors that write beautiful novels so what we want
to be thinking about is well what is their most effective way to
communicate and not only that, more importantly, we want to be thinking about
our teams and our audience out in the business. What is the most effective way
to communicate to them, how do they want to be communicated to and you don’t
necessarily need to ask them but you could watch, watch what they do in their
lunch break, watch the style of communication that they’re consuming on
their way to work or their way home from work on their commute. I can almost
guarantee a vast majority of people consuming information now they’re using
what? They’re using a smartphone and they’re watching video, because humans
like to consume eye contact, they like to hear vocal tone and inflection, they like
colors, and they like moving pictures. So with regards to communication one of the
most critical success factors in your Quality Assurance System is thinking
about effective communication so don’t go and write thousands of policies and
procedures, have a think about your audience.
Okay success factor number four is all about looking at who might be the best
people in the business to help you with how you’re going to do things and how
your going to improve things and it’s widely acknowledged that innovation comes from
within organizations. A critical success factor of Management System and it could
be Quality Assurance Management System it’s been built around ISO 9001 is
communication consultation or consultation of the people doing the
work. So often while they might not have the solutions they can definitely
discuss things like what’s really frustrating, what doesn’t work well and
maybe the small adjustments that need to be made you know in your customer
service or your processing or your manufacturing or your project management
or your building site or your pipeline company whatever industry you might be
in. If we were to look at measuring the numbers of hours that we spend
consulting with our teams, instead of the top-down approach, so it’s a it’s a
bottom-up approach of what things could we innovate in the organization that’s a
great question put it out to the organization,
what do you think we could innovate? What could be improved? What could be some
efficiencies? Because you will find, and I’ve heard it a lot,
regular comments from people so much money gets wasted or so much time gets
wasted or it’s so frustrating and so those are little indicators, so don’t
necessarily look to hear the solutions from within the business but they can be
little signals and little communications of things that could be improved in the
organization so the leader might set the strategic direction and then the team
come along with all less more micro suggestions about how each of those
things within that within that division of the business can be you know improved
at a micro level. So I can definitely say that success factor number four is one
of the most critical parts of looking at communication and consultation with
workers in the organization and asking for suggestions for innovation or areas
that need attention. Now we explore what’s involved in that as we go clause
by clause through ISO 9001 in our ISO 9001 Essentials Training Course. Success
factor the number five is all about the allocation of resources and the one
thing that I think is probably most frustrating for most people in
organizations is hearing the words “we don’t have budget for that”, so one of the
critical success factors is understanding money that’s invested or
people or time or equipment, that they’re utilized for a good return on that
investment and so success factor is all about looking at allocation and
utilization of resources, so if you’re responsible for budget or time or you’ve
got the ability to make autonomous decisions it’s really critical in any
organization to be ensuring that you’re efficiently allocating resources and
effectively, effectively is the key word here, effectively allocating resources to
improve levels of customer satisfaction, improve customer service and improve
your customers ability to feel love, joy and surprise when they’re engaging with
your organization. Success factor number six, now we’re getting down the
list we’ve got ten success factors that we’re going to go through in this series
of videos, but success factor number six well it’s the first time that I’m going
to introduce documents, now you can see it’s all the way down the list, it’s past
halfway so if you could get through all those other five success factors you’re
gonna have a great Quality Assurance or Quality Management System. Now this is
the first time where I’ll say it’s important for your policies if you’ve
got written documented policies or policy is
about a strategic intent, so if you go into a Wikipedia search of policy you
can have a look at what the intended policy is you know is our position on
something it’s not necessarily a document so we’ve sort of lost our way
on what policy means but, if you’re going to be going a writing policy very
important to ensure that there’s a neat little match between the strategic
direction or the strategic plan for the organization, the business plan, and
those policies and when they mismatch there in congruent and it gets confusing
for everybody in the organization. Success factor number six and I’m not
going to dwell on it for too long, is all about how to link your policies and it’s
all about linking your policies with the strategic direction of your organization.
Please don’t get too caught up in developing lots of documents, policies
and procedures, if you’ve one more detail in terms of how to look at ISO 9001
and go through and understand resource allocation and how that all works, our
ISO 9001 Essentials course takes you step-by-step through ISO 9001 and
building, developing and maintaining a Quality Assurance Management System.
Success factor number seven in a Quality Assurance Management System would be
looking at the effectiveness of your controls, the controls that you’ve
identified to manage your risks. So risk-based thinking approach to
developing your strategic plan in your organization, your SWOT analysis, your
business plan and then looking at the effectiveness of the controls. So if
something’s always happening that’s negative or there’s this customer
complaint always comes up, there are good
indicators that the controls that you have in place are failing. So having a
think about and analyzing and recording and reporting the indicators around, you
know, common complaints, common issues, you know recalls, product faults, defects,
service faults, service problems, people issues, customer issues, all those sorts
of things that you could record and report on, how can we improve customer
satisfaction, how can we minimize customer complaints, what could we do to
improve the customers experience, what could we implement to improve the
customers experience and implementation and execution is a critical part here
it’s implementing and executing the positive activities, the preventative
actions to manage the risks the strengths,
weaknesses, opportunities, and threats that you identified in your SWOT
analysis or your risk assessment, as you built out your business plan in your
strategic plan. So that’s critical success factor number seven, as we finish
off the critical success factors that are involved in any good Quality
Assurance Management System and there’s something to focus on, that one of the
most important things, and I’d argue that it’s the, the most important thing and
the first thing you should focus on is your dashboards. So critical success
factor is your ability to effectively have a good quality monitoring and
measurement and KPI system. Here at Best Practice we have a huge dashboard where
we start to look at tracking the performance and reporting that
performance on a weekly basis across our organization, so if you’re a senior
manager or a senior leader in a business, it’s really important to understand that
this part of your Quality Assurance Management System is the feedback loop
for how well your business plan is going. What does the dashboard look like, in
this business we look at PNL’s, balance sheets, expenses, receivables, utilization,
sales, marketing, all the costs that are part of a PNL, but more importantly we
look at the lead indicators, we look at things like touch points from marketing,
we look at you know touch points in a sales process, we look at the success
factors with the delivery of our services. You know one of the critical success
factors and the things to focus on to achieve a desired outcome from
implementing management system just have a really good quality dashboard that you
keep innovating and keep evolving and keep improving so that you can keep
going through that process to understand the clear picture of your organization’s
performance and it’s one of the core elements of a successful Quality
Assurance Management System. If you’re just getting into ISO 9001,
you’re monitoring and measurement is a key part, the dashboard is a key part of
measuring how effective your management system is, measuring the clear picture of
the organization’s performance. So if there’s a team of managers above you in
the organization have asked you to help with a Quality Management System or
they’ve asked you to help with ISO 9001 have a think about what the reporting
dashboard looks like. The intent is that it links to the strategic plan, the
business plan of your organization, it links to and it becomes the graphs and
reports and diagrams that track your ability to achieve your objectives and
targets. First question is are there graphs? And if there are graphs, if there
are reports, if there is data being tracked, are they targets?
Objectives and targets and that’s a critical element on one of the most
important success factors of any Management System. The next success
factor that we’re talking about with the Quality Assurance Management System is
looking at ensuring that your Quality Assurance System is integrated into your
core business processes. Is it integrated? Is it something that sits over on the
side of your organization and you know every time you ready for an assessment
you open it up, blow the dust off it, or is it something that’s fully embedded in
how you do business on a day to day basis, so it’s really important and
probably a great question for you when you’re looking at the Management System
you have in place if you have an ISO 9001 Management System in place and
you’re looking at it and reading it and studying it and saying this doesn’t make
any sense let me ask you this question, are those policies and procedures and
documents that have been developed or the website or whatever it might be, is
that business as imagined? Or is that business as you observe today? Because it
is important to understand the difference, sometimes we do write stuff
and record stuff and develop stuff because that’s the imaginary business in
the future, what we want to do is we want to capture how we’re doing things now so
we can analyze it, improve it and control it and you could talk about define, measure,
analyze, improve, control as being one of those things, so have a think about that
but it’s really important to make sure that your Quality Assurance System is
part of business on a day to day basis. If you need help with that and you want
to feel more confident, go check out the ISO 9001 Essentials course in our
Training Academy ,the links below in the description. The
very last success factor in this series of videos is talking about
objectives and targets, we’re talking about ensuring that the objectives and
targets align with the policies the policies align with the business and the
Quality Management System is part of business on a day to day basis, so it
brings it all together, so my question to you is, what could you do in your
organization to ensure that customers, customer satisfaction, business
improvement and innovation are part of your day to day activities? What could
you do, or what types of communication could you implement? Who could be
involved in discussing that process, improving that process, innovating that
process, improving customer satisfaction? And ultimately ask yourself the question,
why does your organization exist? So when you understand why your organization exists,
it can form part of the overall filter for the improvement of your
organization on a day to day basis but more importantly, improving the customers
experience so that so you’re focusing on helping them to feel love,
joy and surprise in every single touch point that they’ve got with your
business, the last thing you want is a frustrated customer, because they won’t
keep coming back and when customers keep coming back it’s just good for business.
So I hope these videos have been fantastic for you, if you want more
information and you want some in-depth understanding of what’s involved in ISO
9001 and how to feel more confident and competent and go step by step through
ISO 9001 as a standard, maybe use it for Internal Auditing, maybe you’ve got a
developer management system, you might be new to this, you might be an executive
that just needs a refresher, the ISO 9001 Essentials training course prepared by
Best Practice is absolutely fantastic, we had a lot of fun putting it together, the
link for that course is below in the description, go check it out, you might
find that you really enjoy it but I can definitely guarantee it’s going to help
you improve your organization so it’s fun, sustainable, safe and a great place
for your customers and your staff to do business on a day to day basis
we’ll see you there.

Reader Comments

  1. ISO 9001:2015 free gap analysis checklist – ISO 9001:2015
    ISO 9001:2015 Quality Management Systems online training course –
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  2. Hi, I would like to know that if we have a group of 3 persons as top management, do all 3 of them have to fulfil top management requirements individually or is it ok that amongst them all of the requirements are taken care of?

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