Archive for November, 2018

A New Year Business Approach

Thursday, November 8th, 2018

With the New Year approaching, many of us are thinking of what is the best way to shape our company’s economic future and growth into the most profitable form possible.

The answer is to deliver more than your share of customer value! Keep in mind your competition won’t be standing idle while you innovate and grow. To stay ahead of your competition, you should keep a strategic focus on what sets your company apart within your industry.

You could have a number of marketable differences from your competition. Spending more on R&D, or sales efforts? Acquiring capital equipment beyond your current capacities? Is what you’re doing focused on internal needs, or are you implementing your customer’s ideas?

1. Conduct face-to-face interviews.

Of all the ways to learn about customer needs-telephone, e-mail survey, Internet, nothing comes close in effectiveness to face-to-face customer interviews. Many of us use customer surveys to determine satisfaction levels. We use a Likert Scale method (1-5) based on questions we have determined are important. The reality, though, is that most questions asked are actually customer-reactive, not market-customer proactive interviews. Should we be asking our customers “Please rate the quality of our products?”, or “How can we provide a better quality product to you?” Get out and visit your customers and find out what’s important to them!

2. Develop a Voice of the Customer mentality.

Voice of the Customer studies typically consist of both qualitative and quantitative steps. They are generally conducted at the start or finish of a new product, process, or service design in order to better understand the customer’s wants and needs. That e-mail survey with the 3-5% average return, is it handing you a report of “what the customer wants?” This is a flawed model. Train your people to be VOC experts!

Best of all, you’ll develop a reputation among customers as “that supplier who really does listen to us.”

3. Become a quantitative organization.

After you conduct good qualitative customer interviews, you can target specific customer ideas you could work on. Which ideas do you target in your product design? Which ideas do you target in your product realization processes? At this point get quantitative. Being quantitative helps you to understand which customer outcomes are most important and least satisfied.

The key to taking advantage of the future is in changing the way your company approaches your current and future customers. Start now, with a new approach and you’ll shape a sustainable organization for Year 2019 and beyond!

Health and Safety-A New Approach

Friday, November 2nd, 2018

 

This Month

 Events
 
SES Lunch and Learn on January
23, 2018.
 
Sponsored by the AZ Technology Council. More Information and Registration Below.

 

      

 

Helpful Links

What We Deliver
  • Operational and Quality Systems
  • Assessments
  • Training
  • Internal Audits
  • Lean Enterprise
  • Six Sigma
  • Kaizen Events 
  • Breakthrough Improvement
  • Baldrige Performance Excellence

Improved Profits and More!

Our newsletters provide information on business management systems and process improvement methods. These systems, our services include ISO 9001 QMS, AS9100 Aviation, Space and Defense, ISO/TS 16949 Automotive, ISO 27001 Information Security, ISO 13485 Medical Devices, ISO 14001 Environmental Management Standard. Further subjects include methods of performance improvement such as Six Sigma, Lean Enterprise, and other topics of interest to our readers.

Do You have a Subject of Interest for our Newsletter?  Please let us know. 

 

Health & Safety- New Approach
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The release of the new ISO 45001 Standard is a significant event for global Occupational Health and Safety. This  international standard specifies requirements for an occupational health and safety (OH&S) management system, ISO 45001:2018-“Occupational health and safety management systems-requirements” which replaces OHSAS 18001 as the primary OH&S standard used internationally.

Released in March 2018, ISO 45001 marks a significant step in the overall effort to improve OH&S standards worldwide. The standard sets out the requirements for an OH&S management system and includes an implementation guide, enabling organizations to proactively improve OH&S performance, as well as provide a safe and healthy working environment that prevents work-related injury and ill health.

 

This new standard, which will replace OHSAS 18001, follows the approach of other management systems such as ISO 14001 and ISO 9001 and has an increased emphasis on management commitment, worker involvement, and risk control. Organizations already certified to OHSAS 18001 will have three years to comply with the new ISO 45001 standard, although certification of conformity to ISO 45001 is not a requirement of the standard.

What are the major differences between OHSAS 18001 and ISO 45001?

There are fundamental differences, but the main change is that ISO 45001 concentrates on the interaction between an organization and its business environment while OHSAS 18001 was focused on managing OH&S hazards and other internal issues. But the standards also diverge in many other ways:

  • ISO 45001 is process-based – OHSAS 18001 is procedure-based
  • ISO 45001 is dynamic in all clauses – OHSAS 18001 is not in structure content.
  • ISO 45001 considers both risk and opportunities – OHSAS 18001 deals exclusively with risk
  • ISO 45001 includes the views of interested parties – OHSAS 18001 does not require.

 

Companies that have already implemented an effective OH&S management system in accordance with OHSAS 18001 should expect a smoother transition to ISO 45001.   ISO 45001 uses ISO’s “high level structure” (HLS), so that it has a common framework with other management systems, such as ISO 9001 and ISO 14001. Integration of ISO 45001 requirements into these management systems should make it easier for certification.

By emphasizing a proactive approach to risk-control, certification to ISO 45001 demonstrates a strategic commitment to continuous improvement of OH&S, which in turn improves staff morale, minimizes costs, and strengthens market reputation. Third-party certification against the standard’s requirements sends a strong signal to both internal and external stakeholders that your organization is committed to safe and secure business operations.

 

For more information on the ISO 45001 OH&S Standard, including development assistance needs –  Contact Us.

 

 

Achieve Breakthrough Performance!
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Sustaining Edge Solutions, Inc. Lunch and Learn.
 
Sponsored by the Arizona Technology Council. The AZTC is the premier choice for business networking events in all of Arizona. 

At this Lunch and Learn, attendees will learn how to develop a framework for evaluating and establishing breakthrough improvement at their organizations.

In today’s highly competitive marketplace, organizations that succeed use a systematic approach in the design, integration, and alignment of strategic business efforts and leadership decision making. These organizations use an evidence-based business model to understand and act on the needs of stakeholders to achieve breakthrough improvement and scalable profit growth.

 

Speakers for this lunch and learn event are Walter Tighe, President and Owner of Sustaining Edge Solutions, and Dennis Stambaugh, Senior Management Consultant of Sustaining Edge Solutions.

 

Location: Brother John’s Beer, Bourbon & BBQ
1801 N. Stone Ave.Tucson, AZ
Date: Wednesday January 23, 2019
Time 11:30AM-1:00PM

 

There is no charge to attend, and lunch is included. There is such a thing as a free lunch.
 
REGISTER NOW!  LOOKING FORWARD TO SEEING YOU.

 

Management Systems Conference
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In October we attended the National Quality Assurance (NQA) Certification Body (CB) Third Party Auditor and Management Systems Consultants Conference. NQA is one of the leading global ANAB accredited CB for many certification standards.

 
We always look forward to this conference which delivers valuable information. An example is the results of the various standards transition process. So listen up our successful transitioned clients, including our newsletter readers who have more than likely been involved in this process.
 
ISO 9001:2015 Transition CB Nonconformance’s  
 
#1: 6.1 Actions to address risks and opportunities
#2: 9.2 Internal audit
#3: 9.3 Management review
#4: 4.1 Understanding the organization and its context
#5: 4.2 Understanding the needs of interested parties
#6: 5.1 Leadership and commitment  
#7: 7.1.6 Organizational Knowledge  

An important learning lesson here is that many of these nonconformance’s found were a result of the new standard requirements, which are the responsibility of the company senior management team.   

An interesting breakout session topic we attended was titled “What to look for when no documented information is presented.” Example questions that were presented that could be asked during an audit scope of 4.1 Understanding the organization and its context included:

  • What are your markets or market sectors?
  • Are there any regulations or standards you have to plan for/work with? 
  • Do you have any indispensable partners? What kind of customers are you after? Who does your perfect customer look like? 
  • Who makes up your core team? 
We did found these questions to be quite relevant to drive the gathering of information and determining the organization and its context. 
 
Stay tuned to our next month newsletter issue!  We will share much more information on the AS9100D:2016 Standard transition results and Aerospace Update.  

 

ISO 19011:2018 Auditing Systems

ISO 19011 is defined as the standard that sets forth guidelines for auditing management systems. The standard contains guidance on managing an audit program, the principles of auditing, and the evaluation of individuals responsible for managing the audit programs. This 2018 version replaces the previous version of ISO 19011 from the Year 2011.

ISO 19011:2018 provides valuable information on how to improve an audit program systematically, just as other departments in an organization are expected to improve. One aspect of such improvement is continuously ensuring the audit program objectives are in line with the management system policies and objectives. For auditing improvements, organizations should consider the needs of customers and other interested parties.
What are the Main Differences between ISO 19011:2011 and ISO 19011:2018?
  • Addition of the risk-based approach to the principles of auditing
  • Expansion of the guidance on managing an audit program, including audit program risk
  • Expansion of the guidance on conducting an audit, particularly the section on audit planning
  • Expansion of the generic competence requirements for auditors 
  • Removal of the annex containing competence requirements for auditing specific management system disciplines 
  • Expansion of Annex A to provide guidance on auditing New Concepts such as organization context, leadership and commitment, virtual audits, compliance and supply chain.  
We highly recommend that you obtain a copy of ASQ/ANSI/ISO 19011:2018.  You can purchase ISO 19011:2018 on the ASQ WebsiteASQ members do receive a 20% discount.     
 

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In the News
Congratulations to Our Newly Certified Clients!

 
Apriva, ISS LLC. received ISO 9001:2015 Certification through NQA.  Apriva designs, develops, installs and supports mobile voice and data systems.

Falcon Engineering Corporation received AS9100D certification.  The company delivers comprehensive multi-disciplined services in mechanical engineering, textile engineering, and manufacturing.

 
 
World Quality Day 2018 – November 8th 
       

A special day has been created to draw attention to the importance of quality issues, and it’s known as “World Quality Day.”

Quality is an important aspect of everything we do, including how businesses and organizations function. As such, a special day has been created to draw attention to the importance of quality issues, and it’s known as “World Quality Day.”

The day’s purpose is to promote the awareness of quality around the world, as well as encourage growth and prosperity for individuals and organisations through the implementation of strong quality standards.

For more information on World Quality Day visit the World Quality Day Website.

Hey America, You’re Wrong – Manufacturing Is Not Failing, It’s Flourishing.
 
Survey Calls Out Public Misconceptions About Modern American Manufacturing.

A recently released survey by Leading2Lean shows that a majority of Americans believe that the American manufacturing sector is failing. That couldn’t be farther from the truth. In reality, manufacturing is growing at such a fast rate that over the next decade, nearly 3.5 million manufacturing jobs will need to be filled and an estimated 2 million of those jobs will go unfilled.

To view the subject survey click here.

 

Cyber Security for Supply Chain

 
Analysts estimate that up to 80% of cyber breaches may originate in supply chains-attacks where hackers sabotage software or hardware before it’s sent to the customer. Protecting supply chains is therefore an absolute priority for all organizations.

Cyber attacks on businesses and industry may have disastrous consequences for the companies affected. Ultimately, they may even force some businesses or industries to close.

For more information, visit the IEC Website Article.

 

Training Courses
 
All courses can be delivered at your company or at our training centers. We do provide training beyond our home state of Arizona. Click on the course title for description, schedule, registration and payment. Group discounts are available. We also provide custom designed training to fit your specific needs. All training is fully documented for your training records and certificates of training are awarded.
 
Don’t see a course or schedule that fits your needs?  Contact us.
 
The quality management profession is about helping organizations put in place competent systems to ensure that the activity of an organization consistently delivers on its promises to customers and stakeholders. This includes an improvement framework to continuously improve.
 

A system of governance, assurance and improvement combined with your culture of quality are your investment in trust and reputation. The quality profession is your business partner in enhancing trust in your organization. 

 
Chartered Quality Professionals are the people who support and develop quality competence and culture using their unique view across the organization and its stakeholders, and their unique skills in establishing systems of operational governance, assurance and improvement.

How will you celebrate November 8th World Quality Day 2018?

 

Walter Tighe and SES Team
Sustaining Edge Solutions, Inc.
Toll Free 888-572-9642