Iso 9001-quality-management-brochure

raising standards worldwide™

Profitfrom moresatisfiedcustomers

Profit from more satisfied customers with BSI

ISO 9001a route to satisfied customersand bigger profits

ISO 9001 is the ultimate business growth framework.

Why - because to grow, organizations need profits,

satisfied customers and more efficient ways of

working. ISO 9001 provides these benefits.

Don’t just take our word for it - thousands of BSIcustomers tell us:• 69% improve their customer’s satisfaction

• 67% improve operational performance

• 52% save money n

Why is ISO 9001 so powerful?ISO 9001 is an international standard. It has been

written by global experts, with the input of

thousands of users, over nearly 30 years. A large

number of skilled and experienced people have

made the standard as good as it can be. As a result

more than a million organizations are certified to it

and the number continues growing. No other

management system framework has ever had so

much input or scrutiny, or been so widely adopted.

What is ISO 9001about?

Put simply it’s a framework for managing quality. The

standard originally focused on product quality and

customer requirements. Following market feedback

the standard evolved in 2000 (and again in 2008) to

focus on customer satisfaction and continual

improvement.

This is because all businesses know that satisfied

customers buy more, refer more and cost less to look

after.

ISO 9001 is about keeping customers satisfied.

And for organizations to ensure their customers

remain happy, they must organize themselves to be

as efficient as possible. The result is:

• no more duplication of effort

• waste is cut out

• communication is improved

• processes are continually refined

So ISO 9001 has the effect of saving and making you

money and improving your performance.

Look after customers and profit with ISO 9001Profit from more satisfied customers with BSI2

“We have already had encouragement from large

organizations and secured business that we could

not have obtained prior to certification.”

Tony Peters,

Sales and Marketing Director, Shades of Comfort

“In particular our reject reduction programme results

clearly show the long-term benefits of implementing

ISO 9001.”

Steve Parry,

Director of Development and Quality, Metflex

Market advantage with ISO 9001 certificationBuild a business that will grow with ISO 9001“Certification gives us a clear competitive advantage.

We have reduced costs by approximately 5-10% and

have been able to maintain a challenging annual

growth target of 34%.”

Jack Bowie, QSHE Director, DB Construction Ltd.

As ISO 9001 is so well-known and so highly

regarded, organizations that are independently

assessed as using the standard correctly (certification)

have a market advantage. More customers will come

to you when you have ISO 9001 certification –

especially from BSI.

64% of BSI customers have been able to sell to new

customers or retain existing ones as a result of being

certified to ISO 9001 with BSI.

Profit from more satisfied customers with BSI

BSI Quality ROI Calculator –showing the financial benefitsof ISO 9001 certification

ISO 9001 can help you save and make money and BSI’snew, unique and free Return on Investment (ROI)calculator can show you how.

The tool is based on the findings of independentacademic researchs which shows that organizations withISO 9001 certification financially outperform thosewithout. Such financial benefits are supported by theexperiences of thousands of BSI’s customers. The toolenables you to compare the cost of certification with thefinancial benefits you could expect from it.

Support your business case for investing in ISO 9001.Request a FREE ROI calculation from BSI. Call 0845 080 9000 now.

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Profit from more satisfied customers with BSI

Why BSI?

We have the knowledge, expertise and pedigree to

help you get the most out of ISO 9001.

Whatever your objectives and position on your

journey towards quality best practice, BSI has the

solution.

Why BSI gets results:• We’ve earned our clients’ trust for over 100 years.

• We already look after more than 66,000 global

customers.

• We have an unrivalled international reputation for

excellence.

• We are the global leaders in getting the most from

ISO 9001

• We wrote the original standard and continue to

lead its development

• No one knows ISO 9001 better than BSI.

• No other organization can offer as comprehensive

a range of support solutions as we can.

• No other organization’s ISO 9001 assessors are

better trained than BSI’s. Each and every one is

continually educated and regularly assessed so that

they’re equipped to deliver genuine value to our

customers.

• No matter where you are on the ISO 9001 journey,

BSI has the tools and people to deliver value.

“I have found the BSI assessment visits to be

extremely valuable and I am always left with helpful

suggestions for improvement.”

Mrs Katie Randall,

AXA PPP Healthcare

“I continue to be most impressed by the fact that

our relationship with BSI and our client manager

remains more than just external auditor and client

but more of a partnership where two parties who

believe in the same ultimate goal can make

significant progress at every visit towards it.”

Mr Stuart Wylie,

DORMA UK Ltd

Why do our customers chooseBSI?

• 80% BSI reputation

• 50% quality of service

• 19% range of productss

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BSI gives you the information to succeed

Up-to-date information is vital to organizations

implementing and maintaining ISO 9001.

Put yourself in the know with the people whoknow best.BSI’s publications draw on a wealth of expert

knowledge from across industry. Standards and

publications can be purchased individually, as a kit,

or as part of an annual subscription.

The key ISO 9000 publications are:ISO 9000 – describes the fundamentals of quality

management

ISO 9001 – the core standard specifying the

requirements for a quality management system.

ISO 9004 – provides guidance on achieving

sustained success with a quality

management approach.

These standards and other invaluable guides

and publications are available from our online

shop at www.bsigroup.com/shop

Profit from more satisfied customers with BSI

- Assessment- Certification

QUALITY MANAGEMENTBEST PRACTICE

- ROI Calculator

ISO 9001a roadmap tohappy customersand bigger profits

From beginners through to advanced users, BSI has a broad range of Quality solutions

5

ISO 9001: the sky’s the limit...

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BSI’s workshops and trainingEveryone can be an expert

BSI workshopsGet started with BSI’s facilitated and interactive

workshops, delivered on your premises. These enable

you to form the direction of your quality

management system independently. The key output

is an implementation plan which ensures that your

quality strategies and plans are quickly put in place

and shared throughout your organization.

BSI trainingAn effective ISO 9001 management system can

create a quality culture within your organization.

But engaged people are vital to power and make

them work.

No matter how robust the system, your teams need

training to help realise the full potential of ISO 9001.

BSI will assess your training requirements against the

current level of understanding within your

organization. Training courses range from a basic

introduction, through to the implementation of

ISO 9001 and onto auditing, review and

improvement.

For added flexibility a variety of courses to suit

different learning styles are available: choose from

tutor-led classroom courses, qualifications by

distance learning or online refresher courses.

Build team responsibility Through BSI training, we will ensure that your staff

are competent and skilled to implement a truly

effective ISO 9001 quality management system.

Profit from more satisfied customers with BSI 7

Maximise the value of ISO 9001

This intuitive web-based software can be

implemented easily to enable you to make

performance improvements faster. No more paper

forms, juggling spreadsheets or inconsistent data

from various sites. Entropy Software provides instant

and consistent data and schedules actions to drive

improvement. Because it’s online, it is readily and

easily available anywhere in your organization.

BSI’s unique self-assessment online toolkitThe starting point for many clients is a self-

assessment exercise. Then, working with our

independent assessment service, you can progress to

full certification depending on the requirements and

drivers within the organization.

Our Self-assessment Tool enables you to plan,

implement and review your ISO 9001 system.

It enables you to review and benchmark system

performance across different departments and

divisions within the organization.

BSI assessment and certification services– manage, monitor and maintain excellence.

Independent assessment and certification from BSI

enables you to show the world that you have

implemented ISO 9001 effectively. With BSI

certification you become members of a global club

of organizations that embody excellence.

Before the formal certification assessments, BSI can

run a gap analysis to help identify the areas that

need addressing to achieve certification. When

certification has been achieved you can be assured

that your BSI certificate will be recognized

worldwide.

Your BSI certificate will:• put you alongside some of the biggest brands in

the UK

• be recognized instantly

• be acknowledged globally.

Call one of our advisors now on

0845 080 9000to find out how BSI can help you embed the world’s

best business growth framework.

BSI’s Entropy® Software, Self-assessment Tooland assessment servicesOnce you have decided to invest in ISO 9001 you

need to think about how you will manage the

system to maximise the value.

Entropy SoftwareBSI's management system software solution is used

by leading organizations at over 14,000 sites around

the world to improve their business performance.

Profit from more satisfied customers with BSI8

ISO 9001: Bringing out the best in everyone

Profit from more satisfied customers with BSI 9

Profit from more satisfied customers with BSI

BSI quality options for small businesses

We recognize that small businesses face particular

challenges when taking on a project such as ISO

9001, so BSI has developed a range of solutions that

makes the process simpler

These include:

Starter kitsEverything you need to get you moving quickly.

The kit includes the ISO 9001 standard, other useful

publications, and discount vouchers worth over £650

off a gap analysis day, training courses and Entropy

Software.

Quick start workshopWill get you moving and can be delivered on your

premises. Get the senior team and those involved in

the project up to speed quickly and develop an

action plan for certification that will avoid the

common pitfalls and engage everyone.

Free webinarsAccess to BSI’s online library of webinars that cover

such subjects as: ‘What makes a good management

system’, ‘ISO 9001 - an introduction’, ‘ISO 9001 in

small businesses’ and much more.

Case studiesRead how other similar organizations have

implemented ISO 9001 and the benefits that they

have gained.

Plus:

• free customer networking events

• checklists and outline project plans

• regular newsletters and updates

Call one of our advisors now on 0845 090 9000 to

discuss your objectives and find out how BSI can

help.

Take care of the futureISO 9001 makes your business better, customers

happier and profits bigger

raising standards worldwide™

ISO 9001Quality ManagementBusiness casechecklist

Profit from more satisfied customers with BSI

raising standards worldwide™

ISO 9001 Quality ManagementHow it works

Profit from more satisfied customers with BSI

raising standards worldwide™

ISO 9001 Quality ManagementProject planning guide

Profit from more satisfied customers with BSI

raising standards worldwide™

ISO 9001 Quality ManagementSelf-assessmentchecklist

Profit from more satisfied customers with BSI

BSI EasyPay

Investing in ISO 9001 has never beeneasier; ask about our BSI EasyPaypayment scheme:

• Fixed prices for 3 years

• No hidden extras

• Monthly Direct Debit payments

If you are a single-site business,with less than 65 employeescall 0845 080 9000 today foryour personalised proposal.

Download your free informationpack today which includes

a comprehensive ISO 9001 product

guide, self assessment checklist,

business case checklist and project

planning guide.

Visit: www.bsigroup.co.uk/iso9001

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Meeting customer requirementsCertification to ISO 9001 has given Warnerbus

national recognition as a customer focused

organization that consistently builds high quality

vehicles. Also, according to Jo Sinfield, Director and

Quality Manager: “We have seen dramatic

improvements to our build quality, including

efficiency and cost-savings.”

Using ISO 9001 Warnerbus now knows the cost,

pricing and profit margins of its vehicle builds.

Quotations are far more accurate than before and

the organization knows how much money it is

making. Warnerbus has also started to dual source

from suppliers. It can negotiate better prices for

components and offer greater choice to customers.

Also, by having a ‘back-up’ supplier, Warnerbus will

still be able to offer the parts.

“Additionally, since the majority of motor

manufacturers now insist on a quality management

certification, Warnerbus is well prepared for

impending legislation within the industry,” says

Sinfield.

ISO 9001: Real success for small businesses

Consistently high qualityThe Mileage Company has been successfully creating

and running travel reward programmes for 22 years.

That said, the organization recognized that ISO 9001

would boost its brand reputation, and send a clear

message that the organization was committed to the

highest standards of customer service.

“ISO 9001 gives us a framework for effectively

managing the business and consistently meeting

customer requirements,” says Emma Wood,

Customer Service Divisional Manager. “Certification

is independent endorsement of our best practice,

helping differentiate us within the marketplace. Our

management team appears to have a much better

handle on our business, and employee morale is up

due to improved processes, and reduced rework and

frustration.”

The implementation was made easy by ensuring that

any new ways of working were integrated into

current business practice. Streamlined document

control and simplified processes now allow staff to

service customers more quickly, and unnecessary

paperwork has been banished.

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The BSI certification mark can be used on your stationery, literature and vehicles when you have successfully achieved certification.

BSI Group: Standards • Information • Software • Training • Inspection • Testing • Assessment •

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BSI/GM/50/0611/E/BGBritish Standards Institution

PO Box 6221Kitemark CourtDavy AvenueMilton KeynesMK1 9EP

T: +44 (0)845 080 9000F: +44 (0)1908 228180E: [email protected]/iso9001

©Copyright 2011 The British Standards Institution

* BSI customers who reported cost savings from using ISO 9001(Source: BSI Client Survey 2010)

n 2011 BSI Customer Survey results

s Financial benefits of ISO 9001 have been shown by BSIcustomer research and independent research papers publishedby Management Science; V. 51; Journal of Business &Economics Research; V. 6; International Journal of Quality andReliability Management; V. 19; managent Science; V. 47;Accident Analysis & Prevention; V. 39 Journal of OperationsManagement; V. 24; Total Quality Management/University ofHouston, Texas.