From Certification to Excellence

Quality Management to Sustained Success

Mark Fraser Group Product Manager, Sustainability

ISO 9004:2009 - Summary

Managing for the sustained success of an organization A quality management approach
Guidance standard (as with ISO 9004:2000) (Recommends) self assessment to maturity matrix (Annex A) Management Principles (Annex B) Clause by clause correspondence with ISO 9001:2008 (Annex C)

The sustained success of an organization is achieved by its ability to meet the needs and expectations of its customers and other interested parties, over the long term and in a balanced parties way.
Consideration for the needs & expectations of all relevant interested parties

ISO 9004 Model

ISO 9004 - Annex B - Management Principles

Customer focus Leadership Involvement of people Process approach Systems approach to management Continual improvement Factual F t l approach to decision making ht d i i ki Mutually beneficial supplier relationships

ISO 9004 4.2 - Sustained Success

Long term planning Constant monitoring and regular analysis of business environment Assessment of impacts which interested parties may have on the organization (& vice versa) Communication of the organizations plans to interested parties Mutually beneficial relationships with suppliers and other interested parties Consideration of the competing needs/expectations of interested parties Assessment of short and long term risks to the organi ation and organization how these might affect strategy Anticipation of future resource needs
People, materials, ecosystem services

ISO 9004 4.2 - Sustained Success

Processes appropriate to the organizations strategy and plans Ability to respond quickly to the changing needs of the organization within its environment Regular assessment of compliance with the plans and objectives Corrective and preventive action to ensure their achievement P idi opportunities to people in the organization f Providing t iti t l i th i ti for learning for their own benefit (=> the organizations) Providing a culture that enables innovation and continual improvement

ISO 9004 - 4.4 - Interested parties

Interested parties are individuals and other entities that add value to the organization, or are otherwise interested in, or affected by, the activities of the organization. Meeting the needs and expectations of interested parties contributes to the achievement of sustained success by the organization. y g

BS 8900:2006, AA1000AS
Customers Shareholders & Investors Suppliers

Employees

Stakeholders

Regulators

Communities Environment

NGOs

Interested parties = Stakeholders

Systems based approach to management of organizations
BS 8900:2006 Guidance for managing sustainable development the AA1000 Assurance Standard (by AccountAbility) the Global Reporting Initiative (GRI) G3 Guidelines The UN Global Compact

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Communication with Interested Parties

Reporting:
the key measure of how well an organization understands its performance in relation to long term sustainable success enormously powerful tools for measuring and managing ongoing business performance

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Reporting
Organizations are connected to, interacting with and y influenced by the world around them Sustainable success is being influenced by: how well a business understands these connections; how well a business understands its impacts (both positive and negative) on the systems and spheres in which it operates; and, how well a business understands the risks and opportunities that are presented by these impacts. an ongoing process and strategic tool for the continuous improvement of business performance

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KPMG Non-Financial Reporting Survey (2008)

To track reporting trends in the worlds world s largest companies Sample of over 2200 companies in 22 countries
Global Fortune 250 100 largest companies by revenue

Nearly 80% of the largest 250 companies worldwide issued reports, up from about 50 percent in 2005 ti For more detail here:
www.corporateregister.com Global Reporting Initiative

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ISO 9004 - 6.1 - Resource Management

Identify internal and external resources to enable g j short and long term achievement of objectives Have a process to provide, allocate, monitor, evaluate, optimize, maintain and protect resources Identify and assess the risks of (resource) scarcity Monitor current resource usage to find opportunities for improvement Search for new resources, optimized processes, and new technologies

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6. ISO 9004- 6.x Resource Management

Financial People Suppliers & Partners Infrastructure Work Environment Knowledge, Information & Technology Natural Resources
Energy & raw materials Design consideration for lifecycle environmental impacts of product/service (cross ref. ISO 14001)

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Planet, People, Profit

The Triple Bottom Line

environment

society

economy

Managing The Triple Bottom Line

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Needs of interested parties

Benefits of addressing these by reporting:
Prove your commitment to interested parties (stakeholders) with a focused report Increase stakeholder trust and improve customers loyalty, respond to specific pressures Attract socially responsible investment (SRI) Enhance your reputation and brand value Reduce costs, and increase efficiency, optimize performance Create new opportunities and new markets

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Needs of interested parties

Benefits of addressing these needs by reporting
Improve employee attraction, retention and satisfaction Differentiate from your competitors, benchmark your performance. Establish your place on FTSE4Good and the Dow Jones Sustainability Index (DJSI) Manage external risks, improve awareness of upcoming issues Improve ongoing regulatory compliance Expand your companys awareness of and relationships with stakeholders

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A Journey from Certification to Excellence

Quality Management Systems (ISO 9001) Self Assessment Tool (ISO 9004, Annex A) Energy Management Systems (EN 16001) Environmental Management Systems (ISO 14001) Carbon Footprinting/GHG Inventory (ISO 14064-1) Social Accountability Management System (SA8000) Social Responsibility Guidance (ISO 26000) Maturity Matrix (BS 8900:2006) Sustainability or CSR reporting
UN Global Compact Global Reporting Initiative (GRI G3 Guidelines) Sustainability Report Assurance (AA1000AS, ISAE 3000)

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