Implementing a Quality Management System

A Financial Perspective
By
Cecil D. White

World Quality Day Symposium – Nov. 10, 2011

Presentation Topics
1
Defining the QMS?

2
The benefits?

3
The Costs?

4
Is it worth it?
 What is a Quality Management
System?

Policies,
Processes
Procedures
 What is a Quality Management
System?
Required for planning and executing
business processes
To meet customer requirements
Accredited to International Standards
by a Registrar
ISO 9001:2008 is an example
A Cultural Transition
A PHILOSOPHY
Change
 It Requires …..
1. Leadership
2. Determination
3. Resilience
4. Commitment
5. Engagement
Requires Leadership
RESILIENCE
How to Engage your Employees?
 It Requires …..
1. Trust
2. Inspiration
3. Openness
4. Training
5. Incentives
Create a Trusting Environment
Be Inspirational
Be an Excellent Communicator
Create a Learning Evironment
Offer Rewards & Recognition
What are the benefits?
 Success Determined by
State of Preparedness
Size of Organization
Complexity of processes
 ISO STANDARD10014:2006

Quality Management Guidelines

for
realizing financial and
economic benefits
 A Strategic Choice
Effective Application of ISO 9000 QM Principles =
Financial & Economic benefits
Financial benefit results from cost-effective
management practices within the organization.
Economic benefit results from improvements in the
overall worth and health of the organization.
 ISO 9001 Management
Principles
1. Customer Focus
2. Leadership
3. People Involvement
4. Process Approach
5. Systems Approach
6. Continual improvement
7. Factual Approach to Decision Making
8. Mutually Beneficial Supplier Relationships
 Derived Benefits
 improved profitability, improved revenues, improved budgetary
performance,
 reduced costs, improved cash flow, improved return on
investment,
 increased competitiveness, improved customer retention and loyalty,
improved effectiveness of decision making, optimized use of
available resources,
 heightened employee accountability, improved intellectual capital,
optimized, effective and efficient processes,
 improved supply chain performance, reduced time to market,
 enhanced organizational performance, credibility and sustainability.
 Realization of Benefits

INPUTS PROCE OUTPU

SS TS
 The Inputs
1. Customer Focus
2. Leadership
3. People Involvement
4. Process Approach
5. Systems Approach
6. Continual improvement
7. Factual Approach to Decision Making
8. Mutually Beneficial Supplier Relationships
 The Process
Assess requirements,
Plan activities,
Allocate appropriate resources,
Implement continual improvement actions,
Measure results to determine effectiveness,
 Output / Result
Financial Benefits
improved profitability,
improved revenues,
improved budgetary performance,
reduced costs,
improved cash flow,
improved return on investment,
Increased Productivity
Everyone Wins
Everyone Wins
What are the costs?
 Costs Determined by
State of Preparedness
Size of Organization
Complexity of processes
 Costs

1. Registrar
2. Internal
 Registrar
1. Auditor’s Fees & Expenses
2. Application Fee
3. Registration Fee
4. Initial Assessment
5. Registration audit
6. Surveillance Audits
7. Re-registration
 Internal Cost
1. Sensitization
2. Gap Analysis
3. Training
4. Documentation
5. Implementation
6. Internal Audits
7. Consultant
Beware
of

The
Iceberg
Effect

Only
10%
Visible
Is it worth it?
Implementing ISO 9000:2001

A Case Study
 NHF 2003
Government Agency
Startup company
Provision of benefits
Customer base – 150,000
Single location
Employees - 34
 Steps to ISO 9000 Certification
1. Hire Quality Management Consultant
2. Conduct Gap Analysis
3. Establish Quality Policy
4. Redefine Business Processes
=> 3 Core Processes
 Individual Benefits
 Institutional Benefits
 Health Promotions
 Steps to ISO 9000 Certification
5. Company Wide Quality Seminar
6. Prepare Quality Manual (electronic records)
5. Quality Policies
6. Quality Objectives
5. 21 Procedures

7. Establish Quality Metrics

8. Prepare Work Instructions
 Steps to ISO 9000 Certification
9. Quality Training for ALL
9. Audit Training (34 employees)

10. Appoint Lead Auditors

11. Conduct Pre-Assessment Audits (2)
12. Contract Registrar
 ISOQUAR Ltd (2005 – 2009)
 NCBJ (2009 – present)
 Steps to ISO 9000 Certification
13. Registration Audit
13. Audit Training (34 employees)

14. Conduct Internal Audits

13. 2 per year

15. Surveillance Audits

13. 2 per year

16. Re-Registration Audits

 2008, 2011
 How much does it cost?

•First Year – US$ 18,000

•Annual – US$ 5,000

 How much does it cost?

•First Year – US$ 18,000

•Annual – US$ 5,000

 Our Experience
A QMS involves more that HARD
measures of quality
SOFT Measures
Teamwork
Empowerment
Management style
Working environment
 Lessons Learnt
1. Shift in Management Philosophy
2. Culture of Continuous
Improvement
3. Training is Key
4. Effective Communications
5. Recognition of Achievements
6. Results in Improved Productivity
 NHF UPDATE
Expansion through Merger
Mature organization
Provision of benefits, Supply
Chain, Retail Pharmacy
Customer base – 450,000
Multiple Locations
Employees - 250
THE END