Process Based Management & Online Systems and Auditing Sales Team Briefing

1. Process Based Management & Online Systems and AuditingSales Team Briefing Guildford Thursday 17th June 2004 Rob Peddle June 2004 The High Performance Organisation Group Ltd

2. To provide an understanding of: ISO9001:2000 & Business Process Management The Single Consolidated Management System The link to business performance and CSR / CG Potential Impact on UL UK Customers Products and Services that can be sold to support it Objectives

3. Session 1 Review Key elements of ISO9001:2000, Business Process Management & ‘the big picture’

4. Question ? In one sentence how would you describe ISO9001:2000?

5. Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships. Quality (Business) Principles

6. Quality (Business) Management Process Model Continual improvement of the quality management system Management responsibility Customer Customer Measurement, analysis and improvement Resource Management Satisfaction Requirements Product realization Product input output

7. IS9001:2000 MD Directors Managers ISO9001:1994 Staff Impact of ISO9001

8. Where are we now? ISO9001:2000 ISO9001:1994 - typical system Customer needs Customer needs Business objectives Business objectives Processes Processes Procedures Procedures Management information Management information

9. Processes v Silos - ISO9001:2000 Dept 1 Dept 2 Dept 3 Dept 4 CUSTOMERS Deliver the service? Understand Customer Needs Manage Competence Manage Resources Develop & Communicate Objectives Monitor & Improve Performance

10. Actual Target Variance 75% 68% -7% Process Management KPI OPI Implement improvement project to change the process Learn

11. Question ? If your customers achieved this would they be successful? Is there anything else they need to do?

12. The ISO 9001:2000 - ISO 9004:2000 relationship ISO 9001:2000 EFFECTIVENESS OF PROCESS Ability to achieve desired results ISO 9004:2000 EFFICIENCY OF PROCESS Results achieved vs resources used & Stakeholder focus 6.2.1 Personnel shall be competent… education, training, skills and experience 6.2.1 Gives 12 specific areas of activity to improve efficiency of process

13. The High Performing Organisation Stakeholder requirements Customer requirements Report on progress to meet objectives Define & prioritise objectives Create management information system Define processes to deliver objectives Identify Process Measurements

14. Systems Management A business in the real world Satisfied customers The market for your products Government policy Shareholder value Products The law & other regulations Innovation / inventions Compliance to regulations Environment Demographic & social changes

15. Processes v Silos - Whole Business Dept 1 Dept 2 Dept 3 Dept 4 STAKEHOLDERS Deliver the service? CUSTOMERS Service Design & Development? Business Planning? Communicating & winning business?

16. Training Guide Photograph Management System StructureMulti-level mapping Management System Owner - Head of Scope measure business performance finance, customer, process, people Process Owner - Process Owner ‘the what’ measure efficiency and effectiveness Procedure/Information ‘the how’

17. A Typical System? Understanding the Market Bringing about change Business Planning Monitor & measure Performance Design / enhance Services Communicate Services Deliver Services Managing People Managing Assets Managing Finance

18. Process based management The ‘systems thinking’ journey – the ‘joined-up’ journey Auditor competence programme Corporate Supply Profile programme Information Mgt programme inc 7799, 15001 etc Process based mgt & ISO9001:2000 programme Management systems development Achieving Corporate Social Responsibility/ CG People skills development Sector Specific Programme e.g. TS16949, AS9000 ISO13485, etc. Learning and change CSR/CG programme Stakeholder understanding & measurement programme Health, safety & hygiene Programme inc 18001, 22000 etc Real world interventions that change real world businesses

19. Session 2 Online Auditing

20. On-line Assessment Solution – the mechanics Carryout assessment Secure & Confidential User Registration Create assessment with you Set up assessment Produce effectiveness / compliance report Monitor Assessment Bring about ‘real’ change to improve effectiveness ..realising the opportunity to improve

21. Tailored assessment > how we manage your assessment for you

22. Tailored assessment > building your assessment based on business needs

23. Tailored assessment > agreeing statements and responses with their value

24. Tailored assessment > linking performance indicators based on your goals

25. Tailored assessment > we register you as a private secure / confidential user << Back

26. Setting up the assessment > sign-in

27. Setting up the assessment > your Resource Centre

28. Setting up the assessment > accessing your private products

29. Setting up the assessment > select from those available to you

30. Setting up the assessment > set up the scope

31. Setting up the assessment > deciding who will take part

32. Setting up the assessment > personal set up confirmation

33. Setting up the assessment > communicating to users Dear Michael RosamJust a quick note to confirm that your following evaluation has now been set up:Assessing the people management process (Taster)The next step is to let everyone taking part know what they need to do. The email below has been designed to help you do this. Please feel free to amend the email as required to 'personalise' it to meet your needs:'Dear (name of colleague)As part of our ongoing programme to identify areas for improvement we are undertaking an evaluation. This covers:(Assessing the people management process (Taster))It is important that as many people as possible take part and I would encourage you to do so. It should only take you about 15 minutes to complete.To take part please access the following website, www.the-hpo.com. This is a secure site, which ensures that any information you provide will be kept confidential and not shared with others: ·click on the sign-in button and then enter ' FreeYour2163 ' in the username and ' free ' in the password. Then click 'login'. Be careful as these are case sensitive.·in the next few screens you will be asked to confirm certain details that will allow the secure system to identify you as an individual user (but not by name).·you will also be asked to select a personal 'username' and 'password' so that you can come back to the evaluation at any time. Please be assured that these details are only used to group responses and cannot be linked back to you as an individual.·you will then be asked to take part in the evaluation immediately or at a later date. Click as appropriate.·Should you decide to stop at any time then you can do so by clicking on 'exit' and return later using your own personal username and password. As you have already started the evaluation you will need to click on the 'resume' button and select it from the list shown. All previous responses will have been saved and you will only have to complete those that are outstanding. If you have any difficulty or have any questions then please contact me.

34. User registration > sign-in

35. User registration > using the secure access

36. User registration > welcome screen

37. User registration > where are you?

38. User registration > individual security to protect confidentiality << Back

39. Taking the assessment > answering statements

40. Take the assessment > monitor progress

41. Taking the assessment > completing the assessment << Back

42. Monitoring the assessment > each assessment monitored separately

43. Monitoring the assessment > status report << Back

44. Type: Example Process For: Team/Department Organisation:Organisation Name This assessment has been carried out using The HPO’s unique on-line assessment services. It provides you with an independent and consistent review of your performance against this framework, within the scope defined below. It identifies areas of both strength and weakness, together with areas of non-conformance and provides you with a review of your performance against a set of high-performance indicators that will help you to prioritise your improvement activity. Contents of Assessment Report: Overview & Report Response & Conformance High Performance Indicator Further Actions Appendix – High Performance Indicators Description of Assessment: This Internal Audit is designed to collect relevant information about the effectiveness of the Example Process used within organisation. In order to have the maximum relevance and to provide the greatest opportunity to identify improvements, it is essential that as many people who are involved in this process as possible are encouraged to respond. Scope of assessment: All people working within the Your Organisation Team/Department Assessment Administration: Date Set-Up:start date Date Completed:completion date Administrator:Administrator Name

45. Session 3 Online Management Systems

46. Benefits of an Online Management System • No software / application for client to learn – runs on Internet/Intranet • Speed of development – available in parallel with system development • Instantaneous distribution of up-to-date information • Effective communication cross boundaries / countries / organisations/ etc. • Replaces System ‘Manuals’ • Dynamic interaction to provide exactly what people need • Distributes ownership of management system elements • Availability 24 / 7 / 365 • Supports and enhances process management development • Matures at speed of the organisation • Significantly reduces cost and improves effectiveness • Tailored to each organisation’s specific requirements and branding • Removes the reliance on internal IT Department and their priorities

47. Online Assessments (to support ISO9001:2000) Internal Process Auditing Customer Satisfaction Training Evaluation Supplier Evaluation 3rd Party Certification ISO9001:2000 ISO15000 Online Management Systems Process Based Management System facilitation Senior Management Briefing – including CSR & the Future Process Identification Workshop Online 360 degree appraisals Online Staff Satisfaction Reviews Bespoke / Framework-based online assessments Products & Services to Sell

48. Guidance, advice & support Working in partnership with The High Performance Organisation Group Ltd tel:- +44 (0)1536 790124 fax:- +44 (0)1536 790821 enquiries@the-hpo.com