ISO 9001:2015 talks about addressing, identifying and addressing risk and
opportunities. It talks about a risk and opportunity analysis. In this video we're
discussing how to apply risk and opportunity analysis to the context of
the organisation under the quality management system. So as we go through
ISO 9001:2015 clause by a clause we're looking at what are the risks, what are
the opportunities for the organisation, and then we start to map those through
as we do a process identification or and process evaluation. We'll show you some
examples in this video of how to identify risks and opportunities, we'll
take you through a google search and we'll show you how to go about the
step-by-step process of identifying risks, identifying opportunities,
assessing them and then applying them to your organisation.
Thanks for joining us here at Best Practice TV I'm the CEO Kobi and
I'm going to take you through some information around how to identify and
analyse risks and opportunities in the context of ISO 9001:2015. It's just
really simple we're just going to sit here I've got the standard, today I was I
was going to take the opportunity to reread the standard I try to have it
close at hand at all times so this is ISO 9001:2015 and today we're talking
about clause 6.1 in planning and that's been the part of the standard that a lot
of people have been struggling with and so they've hit us with a bunch of
questions so I'm just going to give you a few tricks and tips very quickly to go
through and have a look around and see what's on the internet around that.
Obviously the first thing to do is to know your organisation so there are lots
of people that sort of you know sit at their desk as I am right now and maybe
forget about the context of the organisation that they're in so it is
important to have a walk around your organisation
maybe engage with some of the key stakeholders in the different parts of
the business so if the business or the scope that you're looking at with your
ISO 9001:2015 quality management system is just specific to where you are
geographically or if it's your whole business it is important to engage and
that could be just basic conversations to sit back and have a chat about your
organisation. So let's have a look at the standard first things first we're
looking at 6.1 so let's quickly talk about 6.1 what
the standard says is when planning for the quality management system the
organisation shall consider the issues referred to in 4.1 which is
the context of the organisation and the requirements referred to in 4.2
which is any external requirements of customers stakeholders anyone
involved in the business and determine the risks and opportunities that need to
be addressed to give assurance that the quality management system can achieve
its intended result, enhance desirable effects, prevent and reduce undesired
effects, achieve improvement. So what I'm going to do I'm just going to jump on
here I've got our Best Practice website open there for you so we're talking
about ISO 9001 we're talking about AS 4801 which is a an Australian standard that
applies in in this particular country here. There's a new standard coming out next
year which is ISO 45001 occupational health and safety
management system, there's the environmental management system standard
there ISO 14001 and there's obviously two other ISO
standards ISO 27001 and and ISO 22000 now all of those
standards take the approach that was presented in ISO 31000 which was a risk
management, this is a generic standard ISO 31000 and they take a risk
management approach so first things first I wanted to just give you some
quick tips and tricks in terms of how to understand a risk management process
flow so we'll just do a quick Google search I've got Google open here. There
we go so your risk management process flow what Google's showing us is that
yes this get this has been searched before and so I'm just going to hit
enter now I'm not interested in all of the results that Google gives me here I
want to give you a tip of a quick tip and trick let's jump across and have a
look at the images so over here we've got images we've got all of the Google
results that were given us that were given to us from that search and over
here we've got an images result now the one thing I just want to talk to you
quickly about Google, Google is a living and breathing organism now in terms of
search results. Your search results will continue to evolve and they can evolve
over 24-hour period so don't just expect that you've done that Google search
before twelve months ago that your results will be the same they would be
very very different and they change daily as millions and millions of people
around the world are updating their information on their websites and blogs
and social media pages so what we've been presented with or served with as
Google talks using google language google have served us as search result
now what we've got is a whole bunch of categories in these green boxes across
the top of images now clicked on the Images tab a whole bunch of images we've
got incident management flowchart credit assessment PMBOK whatever that means
diagram chart project procedure flow diagram flow chart plan ISO template
example overview so if you're specifically embarking on your journey
of risk identification around ISO 9001:2015 anything there now I
didn't prepare this this is a just a search that google has presented me with
I'm gonna go through because I'm interested today in procedure and flow
diagram you might be building your management systems I'm going to click on
flow diagram and that's going to recategorise all of the results that I
want in terms of giving you a generic statement. So if you're building a flow
chart if you're you know writing your process and procedure for your
organization there are a whole bunch of examples we can we can click on any of
those and if we you know we can enlarge them and we can see what has been put
forward. Here's a really clear one I'm gonna click on this one over here that's
just an example there's no shoutouts here there's no no
products being placed that's just a risk management plan it's got risk analysis
risk evaluation risk acceptance risk mitigation control and ongoing
evaluation so what it's basically saying is that once you've identified that
thing are you okay with it or does it need to be managed and when we talk
about controls here we go through here and we say we estimate the cost of
mitigation versus non mitigation and that's all about control that's in
another video today's exercise is just to talk about what you know what
the risk management process is. So risk analysis and risk evaluation is an
interesting subject so what I'm going to do now is I'm just going to go back to
Google and this is where we can start to look in we can be industry specific and
this is a great way if you don't know a huge amount about the organisation or
the industry that you're in this is a great way to do a quick Google search
and it will tell you you know the top 10 quality risks in a particular
industry so Google is incredible it's a fantastic tool I'm not supported
or sponsored or any way related to Google it's just a tool that I use on a
day-to-day basis to learn I carry my smart phone around in my
pocket and I'm using on an ongoing basis now we're all human beings we're on one
planet and a lot of this stuff has been done hundreds and hundreds of thousands
of times before you so don't reinvent the wheel so let's pick an industry I'm
going to pick manufacturing and I'm gonna pick something that we all use
which could be let's talk about notebooks I've got a notebook here I'm
just think about ideas notebook right here in front
of me we're all using some form of PC I'm going to talk about the top 10
quality issues in notebook manufacturing. Now I haven't done this search before so
this is a bit of a test and it's live right here in this video there we go
we've been given quality control in manufacturing graphics it's quite a it's
it's quite an intensive search so it's looking for something very specific this
startup thinks it knows what makes a perfect paper notebook so let's call it
a laptop let's change it we didn't get a great result there in the first five
let's call it laptop top. 10 quality issues computer makers very ranked how
to pick a great laptop Lifehacker so they're putting some commentary I look
through I don't click on something straight away I look through this first
paragraph of text and this is this is the results of good quality SEO so
search engine optimisation so these people they might be just putting stuff
on the internet because they want to or it might be around you know just
accidentally this informations can't there here's an interesting website
which laptop brands are reliable which are not. Now if you're a notebook or a
laptop manufacturer and you've just done this search this is going to give you
the risks to start to look at so it's giving you some insight just sitting at
a desktop giving some insight into your industry they're probably things that
you will already know they're things that can come out of conversations as
you move around the organisation but very simply they're going to give you a
head start on the community and the customers angle so there's lots of
people on blogs and websites providing comments and those sorts of things we
need to do a stakeholder analysis and while there might be very very important
technical things that exist in your business a quality management system is
about great quality and great qualities about customer expectations and so we're
going out to the marketplace and we're saying what does the marketplace think
of the top 10 issues and we're getting a bit of a trend so I look at this black
text in the Google search I look at what's going on through here and then I
look at what's going on through here so we've got that we can see the website
lifehacker.com we can see digitaltrends.com we can see
lifehacker we can see laptopmag.com so what I'm seeing is that the community
are commenting and the community in this instance your stakeholder analysis
that's in 4.1 and 4.2 of ISO 9001 are giving you a good insight into what
certainly the social media and the internet thinks is very important so if
you're a laptop manufacturer there's the inside scoop on what you should be
focusing on in your risk analysis in the context of 6.1 of ISO 9001 so let's talk
about something else I'll give you another industry example we've recently
had some hydraulics manufacturers contacting us here at Best Practice to
ask for some process videos so I'm going to put top 10 quality issues for pipe
manufacturers and I can't spell so Google's gonna correct my spelling and
give me a better quality search there it is and we've got some interesting
results there the u.s. industrial outlook we've got a plastic pipe
manufacturer we've got a pipe manufacturing association we've got
tobacco pipes so maybe I need to be more specific about the type of pipe because
they're not looking for tobacco pipes that I'm thinking more about metal pipe
and there's also the different type and tube and all those sorts of things
there's lots of obvious examples so we've got steel tube and pipe
manufacturing process fantastic let's have a look at images I think it's
always interesting to see what's going on in an images search we obviously get
lots of pipe as anyone showing us faults possibly we're getting lots of great
quality products extrusions it's giving me lots of ideas of things to look for
some graphs different types of pipes bends and we could talk about we could
throw and another keyword in there faults just to get a more specific
search there we go we can start to see some faults so what about a
service-based industry what about quality top ten quality issues let's
talk about top ten quality let's make a more specific
risks for call centres. So let's go again we're on images let's have a look at the
all search and this is for those organisations if you've got a call
centre in your organisation worth having a look at top ten call centre problems,
Boom, there we go so again I don't click into the first thing that jumps out at
me I look again at the black text in the thread and I say in both instances call
centres run the risk of agents losing something bla bla bla it might be their
temper work related musculoskeletal disorders so there's some OH&S issues
with call centres top six call centre Quality Assurance best practices that
looks good I like it when people say Best Practice so call centre Quality
Assurance is a direct return on investment um so really interesting
let's have a look at what the top six call centre Quality Assurance best
practices are here we go what are they saying here let's look for
the six I'm going to skim down there one turn raw data into measurable results two
make ongoing feedback a habit use data results to coach practice problem up and
outside in management defining them at the right metrics copy/paste repeat
fantastic so thank you very much they're good it looks like they got a great
newsletter and that's part of their lead generation exercise so there you go
really simple tip and trick around establishing and starting your risk
identification and opportunities identification exercise so I think if
you've got a call centre in your organisation finding that search which
is top six call center Quality Assurance best practices and finding that site
there's six things that you guys can start as opportunities for your call
centre risk register in your organisation so working through your
process of your organisation in the process flowchart look at your inputs
look at your outputs and then do some searching you're gonna get a lot of
great ideas from mistakes that other people have made out in the marketplace
before you make them so they're my top tips just a short little video for you
on how I go about starting to investigate different risks for
different industries this is how I learn this is how I've learnt so much about
lots and lots of different industries what the problems are and it's and it's
a really quick fast way and we got ourselves set up and we and we can sit
there and we can then start to drop those things down into a risk register
in the next video we'll talk about risk registers so I'll go back to Google.
Let's do it quickly now for you and I'll talk about quality risk register what do
they look like, a lot of people have asked me what they look like here we are
let's click the images button again so here's lots of lots of results search
results if people sell templates they'll be they'll have SEO in their website
design to give a good high level result so I like to go across the images
because a lot of organisations don't do a lot of good quality SEO with their
images so the Internet's going to give you a more honest response look at that
fantastic look at all those risk registers so if you don't know what a
risk register looks like there's a screen there full of risk registers
which i think is fantastic. We got risk management lots of great
stuff there's they called a safety risks software development improvement so if
you'd have a particular industry insert your industry, so service industry as an
example quality rest register and hit the images search there we go so lots of
people putting great stuff up on the internet and again looking through 12 of
those not just one or two or three please look at maybe twelve it's going
to give you a much more in-depth analysis yourself personally you'll feel
more confident about what good ones and bad ones look like so don't just pick
one or two or three you can if you pick three you potentially pick three bad
ones so picking 12 you're going to get more of a trend around what you like and
don't like about those risk registers how to format them how to set
them up I could give you a template I've got thousands of templates but I could
give a template that I like but it might not be suitable for you so what I wanted
to teach you today was how to go about looking for ideas to establish something
very simple effective and delivers what you need from your quality management
system. So I'll see in the next video thanks for joining us here at
Best Practice TV this has been our video on ISO 9001:2015 quality management
systems opportunities and risks identification and analysis and just
some top tips and tricks on how to get started and don't forget to hit
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