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NQA CZ s.r.o. Review 2009

NQA CZ s.r.o. Review 2009. Welcome to nqa. Introduction. Very competitive Czech market with more than 100 CB´s, fall of three CB´s (BVQI in serious trouble due organizational reasons; KEMA merger with DEKRA) Enforced efforts the competitors 29 lost clients in 2008, another 15 YT D

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NQA CZ s.r.o. Review 2009

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  1. NQA CZ s.r.o.Review 2009 Welcome to nqa

  2. Introduction • Very competitive Czech market with more than 100 CB´s, fall of three CB´s (BVQI in serious trouble due organizational reasons; KEMA merger with DEKRA) • Enforced efforts the competitors • 29 lost clients in 2008, another 15 YTD • Up to 20 % discount is required yearly • Customer Care Extreme Growth • Lean Marketing Plan 2008

  3. Key Successes Marketing Goals 2008 review: • We continued into painful process of portfolio thickening, especially work with unstable registered clients with unsound financial situation • We did benchmark our Tender Document with Czech CB´s via „mysterious shopping“(25 CB´s included) • A significant progress is provided for existing clients support

  4. Key Successes • Direct work with clients 1/2: • We provided ISO 9001:2008 Upgrade seminarto attract 300 new clients and communicate with existing 130 clients i.e. 1/3 • We reviewed marketing mix (focus on special sectors – MD, TS, AS…) • Active reporting per month and per quarter (including KPI forecast), cost savings requiredvs. auditor professionalism

  5. Key Successes • Direct work with clients 2/2: • Most part of acquisitions was spent with additional work with clients (30 mandays – contract prolonging visits, certificate giving ceremonies, Client open day in October 2009 planned) • To find the most effective way to be in touch with a client – extra time is needed • Audit Plan setting on site • Extra management Closing meeting on site • CA Submission review on site

  6. KPI´s Goals 2009 Goal 1: Portfolio thickenning(reinforcing the client group 51 - 150) Goal 2: Focus on tender effectiveness (to enforce brand obtaining „1 big reference“ – O2 Telefonica in progress) Goal 3: Customer loyalty programme (support existing clients – about 50 % lower de-registration against 2008)

  7. KPI – Sales Conversion

  8. KPI - Total Certificates, Clients & Audit Days

  9. KPI – Certificates Portfolio Development

  10. KPI – Deregistered Clients Target

  11. KPI – Overdue visits (Recert´s)

  12. Key Successes – Customer Satisfaction • Overal Customer Satisfaction • 2004 2005 2006 2007 2008 2009 • 1,23 1,20 1,11 1,23 1,09 1,08 • Unsatisfied Clients Indicator • 2004 2005 2006 20072008 2009 • 10 % 18 % 3,5 % 7,5 % 0 % 0 % • CB´s Benchmarking • 2004 2005 2006 2007 2008 2009 • 66 % 73 % 62 % 55 % 58 %45 %

  13. Future Opportunities • Marketing focus on client • Permanent work with clients • Training and seminars • „NQA Brand“ support • Associates development

  14. Future Opportunities • Professional seminars to product support • 14 seminars for ISO 9001:2008 Upgrade accross the country, internal auditor courses cont. • AS 9100 – The association of aircraft component manufacturers – seminar AS9100 RevC dated 10/11/2009 (especially for supply chain development) • ISO 13485 – Medical Devices seminar 1Q 2009 / 5 Days Auditor/Lead Auditor Course is considered • Role of risk management in recesion time (12/2009)

  15. Future Challenges • Open Questions we have to solve • Marketing leaflets upgrade (AS9100 RevC, ISO 9001:2008, TS 16949:2009….) • Training course and seminars announcement on www.nqa.com • Certificates design and protection labels • Joint auditor refresh training (Forms, templates, integrated MS report writting)

  16. KPI Targets - Certificates & Product Diversity

  17. KPI Targets - New Certificates

  18. KPI Targets – Deregistration Development

  19. Targets for 2009-2010 2. Customers and Partners: • Customer EngagementChangeof audit style • Client retentionup to 90 % 4. Resources, Competence, People: • 1 New TS 16949 Auditors • 1 New ISO 13485 Auditor (MD) • Network BuildingandSharedReferencesofKeyGlobalPartners 1. Commercial / Financial: • Year Certificate target: 50 3. Process: • Regulatory Issues related to work with associates • CNCF Joint Training delivery • Move to Prague…

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