ul uk – european affiliates briefing – 6 july 2004 1 july 2004 the high performance...

UL UK – European Affiliates Briefing – 6 July 20041 July 2004

The High Performance Organisation Group Ltd

Online Auditing European Affiliates Briefing

Rob Peddle July 2004The High Performance Organisation Group Ltd

Friday 9th July 2004



ObjectivesTo provide an understanding of:

• The problems organisations are now facing with auditing

• Solutions that will help them to address these problems

• The potential benefits to both UL and your customers by adopting

these solutions

• Products and Services that can be sold



The Business ChangeIn the past:-

• Auditing was focused on compliance to procedures• Requirements of ISO9001:1994

Now and in the future:-• A new focus on effectiveness

• Complying to procedures does not automatically create performance – it just means we have done something in the way it has been written. Businesses need to know it has also been effective – i.e. delivered required results.

• Requirements of ISO9001:2000 and associated standards• Business is demanding more value from its use of standards• Business is demanding more value from both internal and external auditing

The future is not about ‘ticking boxes’ but about business performance



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

Source – ISO9000:2000

Compliance auditing means little in these areas – effectiveness is all



There are two key areas where clients need supportUL can help them in both of these

• Process Based Management System Design– Business, not Standards, focused

– Based on best practice

– Foundation for future development

• Measurement of effectiveness:– Customer Satisfaction/Perception

– Internal Auditing

– Supplier Audits

– Employee Audits

– Third Party Audits

These are areas where UL will differentiate their customer offering



Processes v Silos - Whole Business

Deliver the service?

Service Design & Development?

Business Planning?

Dept 1 Dept 2 Dept 3 Dept 4

Communicating & winning business?

CUSTOMERS

STAKEHOLDERS



Compliance & Process Auditing

Com.Com. Com. Com.

Training Guide

Photograph



Assessing the Management of Processesthe problem of the ‘Super-Auditor’

Com.Com. Com. Com.

Tar Act Var

Inputs Outputs

Knowledge

ResourcesCompetence

Teamwork + Ownership

Budget

LearnChange

Risks etc.

Assessing effectiveness is about understanding all of these disciplinesand how they interact with each other to deliver results

Corporate Social Responsibility

Assets



..realising the opportunity to improve

On-line Assessment Solution – the mechanics

Set up

assessment

Createassessment

with you

Carryout assessmentSecure &

ConfidentialUser

Registration

MonitorAssessment

Produce effectiveness /

compliance report

Bring about ‘real’ change to improve effectiveness

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 & ReportResponse & ConformanceHigh Performance IndicatorFurther ActionsAppendix – High Performance Indicators

Assessment Administration:

Date Set-Up: start date

Date Completed: completion date

Administrator: Administrator Name

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



Potential Objections to this approach

A number of barriers to acceptance of this approach are likely to be encountered:– How does the system assess compliance?– Will UL 3rd party auditors accept these as suitable for ISO9001:2000?– We need people to look at what is happening for auditing– Where does this leave existing auditors?– This is a totally different approach – too much change?– It is too difficult to start it off– Does UL use this approach itself?– How does it gather objective evidence when no auditor is involved?– etc.

Your Resource Centre will hold answers to these and other questions



For Customers:-Increased value at reduced costConsistency of audit and interpretation of resultsBusiness focused reports & informationLarger sample sizes to increase credibility & involvementBetter use of existing revenue spend on systems, auditing & assessment

For UL:-Increased marginNew Revenue streamsIncreased perceived value by customersMovement up the ‘strategic ‘ value chain

Benefits to Customers and UL



Products & Services available – ‘Getting Started’

Getting Initial Momentum

• Senior Management Briefing – foundation for Best Practice, Performance Achievement and the Future

Gap Analysis to Identify needs

• Online Assessment against Best Practice & the 8 Business Principles

Interventions as required (based on Gap Analysis results)

• Process Identification Workshop• Online Management System creation/hosting• Project Support to help focus client in their development• Process Management Assessment Workshop

Routine / Regular Internal Auditing

• Individual Business Process Audits• Customer Satisfaction• Supplier / Supply Management Audits• Staff Satisfaction Assessments• 360 degree performance / competence appraisals• Bespoke or Framework based assessments (e.g. EFQM, Industry (e,g FDA, Automotive) Requirements, etc.

3rd Party Certification (mix of online & onsite)

• ISO9001:2000• ISO15000:2003



Guidance, advice & support

Working in partnership with UL


tel:- +44 (0)1536 790124fax:- +44 (0)1536 790821

[email protected]

ul uk – european affiliates briefing – 6 july 2004 1 july 2004 the high performance...

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