Applying the Eight Quality Management Principles of ISO to Business Continuity Management
Presented by:
Perry Depew, CRPDirector, Business Resiliency Solutions
Jim Brunk, CSQA, CSTEManager, Quality Assurance
Management Conference 2004April 26-28, 2004
Overview
Speaker introductions
ISO 101
The Eight ISO Quality Management Principles
Applying these Principles to a Sound Continuity Management Program
Discussion
Speaker IntroductionsJim Brunk, CSQA, CSTE
16 years experience in information technology quality assuranceCertified Software Quality AnalystCertified Software Test EngineerManages all quality assurance activities including audit activities from ISO, CMM, & NQA-1 at BVSG
Perry Depew, CRP25+ years experience in information technology, disaster recovery and business continuity. Certified Recovery PlannerHeads up our Business Continuity/Disaster Recovery Solutions Practice at BVSG
ISO 101
What does ISO stand for?“International Organization for Standardization”ISOS meaning “equal”
When did it get started?February 23, 1947
ISO 101
What does ‘international standardization’ mean?
Achieved by developing consensus
Conform to a set of guidelines or rules
ISO 101Some of the beneficiaries of this level of
standardization:High quality and allow for a broader market for competitionAssured quality of products and servicesDeveloping health, safety and environmental legislation
ISO 101
Most Popular Standards ‘Families’:ISO 9000 – Quality Management
ISO 14000 – Environment
ISO 17799 – Business Continuity Planning
ISO 101
The Mark of ISOVoluntary
Market-driven
Consensus
Worldwide
Eight Quality Management Principles
Name the 8 ISO 9000 Quality Management Principles1 Customer Focus
2 Leadership
3 People Involvement
4 Process Approach
5 Systems Approach to Management
6 Continual Improvement
7 Factual Approach to Decision-making
8 Mutually Beneficial Supplier Relationship
1. Customer FocusISO View
Understand your customer’s needs
Continuity Implications
Survival!
2. LeadershipISO View
Vision, Mission, Purpose
Continuity ImplicationsBuy in and support
3. Involvement of PeopleISO View
Greatest Asset
Continuity ImplicationsOne is not enough
4. Process ApproachISO View
Manage the process
Continuity ImplicationsOngoing, Never Ending
5. System Approach to ManagementISO View
Sum of the parts
Continuity ImplicationsDitto
6. Continual ImprovementISO ViewPrime Objective
Continuity Implications“Plans are nothing. Planning is everything”
Dwight Eisenhower
7. Factual Approach to Decision MakingISO View
Reality vs. Opinion
Continuity ImplicationsMethodology-based Planning
8. Mutually Beneficial Supplier RelationshipsISO View
Interdependencies
Continuity Implications Who can you count on?
Summary1. Standards are a good thing
2. The ISO 9000 quality management principles
3. Continuity is a program not a project
Non ISO Compliant Continuity Program
Dilbert © 2003, United Feature Syndicate, Inc
Questions
Discussion