Presentation on the benefits of ISO 9001 certification to the Board

T

Tavmania

#1
I am currently working for a Telemarketing company after being made redundant in my last role in Quality within the manufacturing sector.

This company has no written procedures and does not track complaints or suppliers. The company wants to be a market leader and is doing reasonably well. Since it's start up in 1999 it has grown to a £12m turnover company.

The management seem keen and agree that something is required. I have been asked to do a 20 min presentation on the reasons why the company should go for the standard. I would like to show how it could save them money but as nothing is currently recorded I do not know where to start.

Also if anybody is aware of any case studies for telemarketing companies or call centres this would also be of help.
 
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U

Umang Vidyarthi

#2
Re: Presentation of the benefits of ISO 9001 to the Board

I am currently working for a Telemarketing company after being made redundant in my last role in Quality within the manufacturing sector.

This company has no written procedures and does not track complaints or suppliers. The company wants to be a market leader and is doing reasonably well. Since it's start up in 1999 it has grown to a £12m turnover company.

The management seem keen and agree that something is required. I have been asked to do a 20 min presentation on the reasons why the company should go for the standard. I would like to show how it could save them money but as nothing is currently recorded I do not know where to start.

Also if anybody is aware of any case studies for telemarketing companies or call centres this would also be of help.
Hello Tavmania,:bigwave:Welcome to the Cove:bigwave:

Have a look at this 'Thread'.

Umang :D
 
M

Migre

#3
Re: Presentation of the benefits of ISO 9001 to the Board

If you're now used to the culture of the organisation, do you feel there is scope for improvement? If so, hone in on your own thoughts. It seems to me that you've already identified some of the key potential benefits. Written procedures certainly have the potential to introduce some consistency across the organisation (therefore reducing variation and the risk of doing things wrong) and surely every organisation can reap benefits from tracking complaints (examining trends, establishing root causes etc) and certainly from monitoring supplier performance? Add into that other key areas of the standard (certainly bearing in mind the Plan-Do-Check-Act cycle and the eight quality principles on which the Standard is based, which really do express things in simple, understandable terms) and I believe you have the basis of a presentation.

Though I would say the success (or otherwise) of the presentation will depend on whether or not you believe in what you are saying. If you do, you're already part way there. Don't worry about the fact that nothing is currently recorded - simply state how you feel an effective system could prove beneficial. And really emphasise the fact that it needs top management support / buy-in / commitment (however you wish to put it) - a hell of a lot of posts on here refer to this as being absolutely essential, for good reason. It is a fairly positive sign if you believe they seem keen, though they have to back that up as things progress.

Best of luck with it all.
 

al40

Quite Involved in Discussions
#4
Re: Presentation of the benefits of ISO 9001 to the Board

Hi and welcome to the Cove.

I would first suggest that you ask is this something upper management will support whole hearthly or are they looking for a cert on the wall? If they truly belive that ISO will help improve their business then I would suggest presenting ISO on how its improve organizations "Business Management Systems" and the benifits of having a system in place. I have an old ISO 9001:2008 presentation lyinh around I can emailt o you if want.

Best regards,

Al40
 
D

David Hartman

#5
Tavmania, Please understand that unless your customers are requiring "certification" there are few benefits to gaining formal certification. But there can be benefits to implementing an ISO 9001-based quality program (without spending money for "certification").
 

somashekar

Leader
Admin
#6
Tavmania, Please understand that unless your customers are requiring "certification" there are few benefits to gaining formal certification. But there can be benefits to implementing an ISO 9001-based quality program (without spending money for "certification").
You have to impress upon the board that as the company aims at growing bigger and better and stronger, it is the people and the systems that has to sustain the growth and as one looks upwards the process approach to tasks and understanding process and interactions is so vital. This is the essence in a quality management system and is based upon the 8 quality management principles, which I attach here.
If you can drive this point in and direct all actions around it then you will see its benefits. Coming to ISO 9001 certification, you can select any good CB (Certifying Body) who will audit your system and certify.
 

Attachments

J

JaneB

#7
Tough situation.

You might consider proposing that they do a quality system using the ISO 9001 Standard as the model, while reserving the decision on external certification until later.

ISO itself had a very nice video on the sorts of benefits one could obtain. You could do much worse than spend some time on their site, eg here on what standards do.

Yes, it's hard to find specific quantifiab le research - no one wants to pay for it, and its hard to compare 'apples with apples'. I'd focus hard on the benefits of having a clear, defined quality system and QA before pushing the standard. Walk before you can run?

This company has no written procedures and does not track complaints or suppliers. The company wants to be a market leader and is doing reasonably well. Since it's start up in 1999 it has grown to a £12m turnover company.
I doubt anyone can become a market leader without having some kind of codification of their procedures, or without tracking complaints/suppliers.

Running a business to 9001 requiremnts is just getting to base level agreed good practice!
 
#8
Tavmania, Please understand that unless your customers are requiring "certification" there are few benefits to gaining formal certification. But there can be benefits to implementing an ISO 9001-based quality program (without spending money for "certification").
I respectively disagree.

I have not yet found a company that claims to be ISO 9001 compliant that truly is. I can't even count how many I have run across that are not because they are so numerous. Without the pressure of a 3rd party audit, there is very little likelihood of a company staying on the straight and narrow.

Back to the original posters question, ISO 9001 is a very powerful management tool when implemented effectively. Life is easier for the entire company with it and always a drag when when the company fights it or tolerates it.
 
J

JaneB

#9
I have not yet found a company that claims to be ISO 9001 compliant that truly is. I can't even count how many I have run across that are not because they are so numerous. Without the pressure of a 3rd party audit, there is very little likelihood of a company staying on the straight and narrow.
Yes,that's been my experience. (And I also disagree with the expressed opinion that there are 'few' benefits to be had unless customers are demanding 9001.)

But it isn't necessarily a case of either/or -ie, you must immediately go for certification in order to get the benefits of ISO 9001. You can start out by using it now, as a model to design your QMS by, and then go for certification later when you've got a bit of traction.

ISO 9001 is a very powerful management tool when implemented effectively. Life is easier for the entire company with it and always a drag when when the company fights it or tolerates it.
Yes - provided that it is implemented intelligently and that the company has a good certifier.

As we see almost everyday in the Cove, this isn't always the case, unfortunately. And a badly done, strictly by-the-clause-numbers and audited by an auditosaurus? I'd rather not have it at all in such a case. :nope:

Can you point the poster to any articles or research on the benefits of certification, Jim?
 
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