Category "Support"

There are 14 results found

Celebrate Your Way to Success!

People aren’t you best asset, engaged people who are excited about working in your organization are your best asset. Not only that, celebrating small wins and big wins can help meet some ISO requirements – Leadership (5.1.1 h), Customer focus […]

Customers: People Who Help You Beat Your Competition

This is a phrase from one of my favourite practitioners, John Seddon. He’s expressed the importance of customer satisfaction in a way that really drives it home for most people. In the 80s I was working for a retail chain […]

Risk Framework – What’s In It For Me?

This is the second part of the ISO 31000 guidance model for ‘Risk’. The section called ‘Framework’ follows the ‘Principles’ outlined in the last post and sheds more light on the need for a methodical approach to ‘Risk’. The ‘Framework’ […]

Risk ‘Principles’ from ISO 31000

Any worthwhile Standard starts with a set of ‘Principles’. ISO 31000 is no exception. Let’s see if we can tie these Risk Principles into a typical ISO Management System. Value Creation and Protection is at the core of this section […]

Don’t Waste My Time!

James P. Womack identifies this as a place to improve in Lean Solutions with Daniel Jones. We don’t want to lose customers by keeping them waiting. Consider this: “If we had to pay our customers for the time they wait to […]

Unleash Potential…Drive Out FEAR!

You may recognize Deming’s 8th ‘Point’ – Drive Out Fear. There’s no better way to get people ‘engaged’ (ISO 9001, 5.1.1 h) than creating a work environment where people feel listened to and respected for their expertise, no matter how […]

Promote Pride in People

This is Deming’s 12th point – another great idea that can improve the work environment in any organization! Start with a few questions and see what emerges… Question: Is management REALLY listening? Or are people feeling like no one’s responding? […]

Four Keys to Action Plans

You’ll notice in ISO 9001:2015 that clause 6.2.2 requires action plans for Quality Objectives. Yikes! Here’s the good news: these plans will help. Design your Action Plans to help you reach your targets – hitting targets will help you improve […]

When can we stop improving?

The short answer is, of course, “Never!”. Unless we have a proprietary solution to a global problem and no competitors, we always need to be fine tuning our processes to survive in a world of razor thin margins. And we’re […]

Employee engagement – WIIFM?

“What’s in it for me?” is a question everybody asks at one time or another. You’d think ‘What goes around comes around’ would be enough to engage and contribute, but not everyone believes in Karma. So if you feel that […]