November 10, 2011 Timon Waugh

1. The Quality Professional: A catalyst for change and excellence… Becoming a quality consultant and Auditor November 10, 2011 Timon Waugh

2. Presentation Outline • The Definition of “QUALITY” • Quality Professional • Catalyst for Change and Excellence • The Quality Consultant • The Quality Auditor

3. The Definition of Quality

4. What Is Quality • 'how closely a product or service meets its design specification' • 'surpassing customer needs and expectations throughout the life of the product' • 'a product or service free of deficiencies' • 'reducing the variation around the target' • 'a state of mind' • 'the extent to which products, services, processes, and relationships are free from defects, constraints, and items which do not add value for customers' • 'never having to say you're sorry'

5. What Is Quality • 'an ever-evolving perception by the customer of the value provided by a product. It is not a static perception that never changes but a fluid process that changes as a product matures (innovation) and other alternatives (competition) are made available as a basis of comparison' • 'peace of mind' • 'never an accident' • 'the inherent features possessed by a product or service' • 'when what comes back is the client/customer, not the product' • 'no surprises!’

6. What Is Quality • '‘Degree to which a set of characteristics fulfills requirements". • A requirement: [a] "need or expectation that is stated, generally implied or obligatory."" Quality System • "[A] management system to direct and control an organization with regard to quality" ISO 9000

7. The Meaning of ‘Quality' Fitness for Purpose Conformance to Specification

8. Quality Management • Quality management is an organization-wide approach to understanding precisely what customers need and consistently delivering accurate solutions within budget, on time and with the minimum loss to society. • Quality management will ensure the effective design of processes that verify customer needs, plan product life cycle and design, produce and deliver the product or service. • This also incorporates measuring all process elements, the analysis of performance and the continual improvement of the products, services and processes that deliver them to the customer. Quality management is also referred to as business management or integrated management.

9. The Quality Professional

10. DEFINITION OF PROFESSIONAL • Conforming to the ethical or technical standards of a profession • Exhibiting a courteous... generally businesslike manner in the service delivery • Gaining livelihood [being paid] in a field (e.g. sports) also engaged in by amateurs • Having a permanent career in

11. Quality Professional • One who has made a career out of providing quality related services in a courteous and businesslike manner whilst conforming to all relevant ethical and technical standards.

12. Catalyst for Change and Excellence

13. Purpose and Intent of Quality Systems? • Management systems standards serve a number of functions: • The quality assurance function which is about giving confidence to customers that the products and services are what they are claimed to be • The quality management function which is about defining, planning, organizing and achieving goals • The social responsibility function which is about managing the impact of operations on other stakeholders • The integrated management function which is about visualizing the organization as a system of interconnected processes and managing these processes so as to satisfy the expectations of all stakeholders

14. Catalyst For Change and Excellence Organizations have many stakeholders and delivers outputs that are intended to satisfy these stakeholders. The QMS should serve as the tool for achievement, control, assurance and improvement of stakeholder requirements and their applicability

15. Catalyst For Change and Excellence • There are three ways of using these standards. • As a source of information on best practice that can be consulted to identify opportunities for improvement in business performance • As a set of requirements that are implemented by the organization • As criteria for assessing the capability of a management system or any of its component parts Quality Management Systems are usually based on defined standards/requirements

16. Catalyst For Change and Excellence • At the core of the quality management system are • Meeting customer requirements • Continual Improvement • Enhancing customer satisfaction.

17. Quality Management Systems Principles • Customer focus • Leadership • Involvement of people • Process approach • System approach to management • Continual improvement • Factual approach to decision making • Mutually beneficial supplier relationships

18. Take Note • Change needs a driver • Newton’s second law • Excellence needs competition

19. The Quality Consultant

20. What Is required of the Quality Consultant • Implementing a quality management system • Changing the quality culture • Implementing new methods such as failure mode effects analysis (FMEA), production part approval process (PPAP), or statistical process control (SPC) • Implementing quality improvement models such as six sigma, kaizen, lean manufacturing or total productive maintenance (TPM) • Training • Documentation

21. Deciding to Become a Quality Consultant • There are three simple steps to understanding what’s involved and deciding whether consultancy is the right start-up opportunity for you. • know your product; • know your market; • know your skills.

22. Know Your Product • First of all, you need to audit your knowledge, skills, experience and expertise to determine. • What have you learned in your career that you can sell to others? • Do you really have a wealth of quality related knowledge, accumulated over decades working in an ever more demanding environments, or do you simply have the same couple of years’ experience repeated many times over?

23. Know Yourself • Consultancy requires a wide variety of personal attributes that will make a real difference to your success such as: • Self-motivation, • Good inter-personal skills • Confidence.

24. Know Your Market • Is there a demand for Quality Consultant • What are the niche areas • To successfully make this assessment you need to understand what’s going on in the world around you. • Ideally you want the skills you’re offering to match a growing area of demand, where they will be in short supply and the competitive environment is at least manageable.

25. SOME TIPS • Keep learning- All you sell is what you know. • Consultants must be great leaders, they are frequently asked to lead management/organizations to places they don’t really want to go. Consultants must therefore be confident and convincing – keep improving your people skills. • Let your history help you- Make sure everyone you have ever known knows that you’re consulting, and specifically what sort of work you do. • Set up your business systems for billing, marketing, business planning, keeping in touch with existing clients...

26. The Quality Auditor

27. Certified Quality Auditor - CQA • The Certified Quality Auditor is a professional who: • Understands the standards and principles of auditing and the auditing techniques of examining, questioning, evaluating and reporting to determine a quality system’s adequacy and deficiencies. • Analyzes all elements of a quality system and judges its degree of adherence to the criteria of industrial management and quality evaluation and control systems.

28. Becoming a Certified Lead Auditor • An IRCA certified lead Auditor training course is your first step in becoming a certified lead auditor for ISO 9001. A quality lead auditor is a individual who has successfully completed the lead auditor training course and has experience of reviewing processes against the requirements of both a company and the requirements of ISO 9001. • Usually an Internal Auditor audits the processes and procedures within the company in which they work. A lead Auditor can also audit within their own company but they can also lead teams of auditors on larger audits and audit other companies such as suppliers (second party audit) or conduct third party audits in the employ of a certification body such NCBJ

29. What is Covered by ISO 9001:2008 Lead Auditor Training • The overall purpose of a Quality Management System • The Principles of Quality Management • The content and inter-relationships of the ISO 9001 standards (ISO 9000, ISO 9001, ISO 9004) • ISO 19011, The international standard against which defines how audits should be conducted. • The Roles, Responsibilities, and qualities of a Lead Auditor / Internal Auditor • Planning and executing an audit in accordance with the requirements of ISO 19011 • Writing Value-added, factual and valid audit reports. • Audit follow up and the evaluation of effective corrective actions.

30. The Structure of ISO 9001:2008 Lead Auditor Training • The courses normally take a full four days including various role plays and tests, how you perform within the course will also decide if you pass or fail this course. The fifth day is usually revision of the various topics and then a two hour examination that will test your knowledge of both ISO 9001 and how to conduct an audit.

31. Becoming a Certified Lead Auditor • Having completed your lead auditor training and passed your exam you will have your course certificate, however this does not make you a “certified lead auditor". • As long as your training course was IRCA (International Register of Certified Auditors) then you can convert your training with the addition of some experience to become a certified lead auditor IRCA is responsible for approving both auditor training courses as well as certifying auditors. An alternative to IRCA is the International Personnel Certification Association (IPC)

32. Thank You!!!