ISO 9001 2015 process flow diagram and how to do that is what we're talking
about in this video I'm going to do a quick case study around powder coating
and abrasive blasting because we've had a question here from our audience so at
any time you want to ask a question send it through to us here at Best Practice
TV so in this video we're talking about a process flow diagram and how to
develop your own process flow diagram for your industry with a quick case
study around abrasive blasting for your ISO 9001 2015 quality management system.
We'll look at an integrated risk based thinking as we take you through ISO 9001
to process flow diagram.
okay so we've been kicking some ideas around here
we've had a question around abrasive blasting and powder coating and
how that can be mapped out in ISO 9001 now my first tip for you is keep it
really simple so I'm going to do that for you right now is a really simple
process flow that moves through your organisation with abrasive blasting and
powder coating so once you - while I'm doing this quick tip and keeping it
simple I want you to think about how would or what are what are the four
basic steps that your organisation follow so you take a
customer order you specify the service you prepare and deliver the service in
your organisation and then you dispatch that service so with powder coating and
abrasive blasting it's really basic and really simple we've got marketing and
the subset to that marketing is the sales process and I'm just going to put
it down here and yes it is important we'll just pop it there so marketing and
sales then we've got customer order and we'll just move through here customer
order we've got provide service and then we've got what we call post delivery
activities or post service activities what are those they are storage
transport and then maintenance so over here we've got a always thinking with
these processes starting with the end in mind so what are the post service
activities what's the useful life now we are talking about powder coating so
powder coating typically over you know mild steel or steel or stainless steel
or aluminium or aluminum is we call it aluminum here in Australia but a few
guys in the US it's aluminum so and we're talking about powder coating so
abrasive blasting and powder coating in this instance now this is a generic
process flow and I'm going to apply it to just talking through the question
that we've had around abrasive blasting and powder coating so we'll do some
marketing now in your marketing materials it's important to start to
specify things like industry standards and there's some science around
abrasive blasting and powder coating and so we want to be making sure that we're
following that advice and and the technical specifications so we've got
tech specs now in my career actually for those of you that don't know that my
brother runs an abrasive blasting and powder coating facility and I do know
that you can do poor quality powder coating and I know you can do
high-quality powder coating just from my experience observing my brothers
business and my brothers Factory so with your technical specifications and your
industry standards it's not just about yes it's really easy to apply apply
powder coating over here at providing the service but I have seen powder
coating flake straight off within a couple of months so we want to talk
about the useful life so what are we going to guarantee so we're going to
guarantee say 5 to 10 years for example and we want to start to think about that
in terms of what we're doing at the front end so I want to talk about
guarantees or warranties and we want to start to ask ourselves if we're going to
have warranties what do we need to do in customer orders and provide services to
ensure that we can meet our warranty commitments or our guarantees or the
technical specifications so this is where we'll do a process flow and we'll
start to ask the questions at each of these phases in our process flow what do
we need to do so it's what where who how and when and why is up here because
that's the stage so it's why what when who how and where if that makes sense and
that's that plan if you like or what we would call controls there's a bunch of
other videos here on the YouTube channel about risk-based thinking in ISO 9001
have a look at those other videos where I explain that in more detail but for
this exercise we're just going to talk about making a plan
to ensure that we can start with the end in mind work through each of these
stages and our why is deliver amazing service so amazing products and amazing
service that our clients and our customers really love so to do that
because then they'll refer work to us and we'll grow business and we'll be
having fun and we'll be really enjoying it
what where who how and when are the things that we need to do to deliver an
amazing service at this stage so marketing and sales it's really
important to be you know putting information out there on your website in
your brochures on your counter in your social media about all the things that
you do and and that will frame up where you position yourself in the market so
it's what you know what's important so in your marketing materials and your
sales presentations and communications talking about what's important in
customer service it's all customer requirements and if we talk about a
quality project management we talk about budget time and level of quality if you
like so one two three and those are the three categories when we're starting
with the end in mind we're thinking about what's the customers budget and
we're talking them about the actual price of the work and a quote if you
like, the time commitment and promising the time that we're going to deliver it
and then the level of quality now the level of quality does relate to the
promises we made over here so these are all of our promises so what are the top
six promises you make to your customers either in your marketing material your
sales around what you're going to do in terms of service so have a think about
when you're preparing your generic promises that you're going to make in
your marketing materials or the standard script think about budget think about
time and think about level of quality or perfect those subsets of this which is
performance. What level of performance in terms of qualities your customer expect
and that might be you know might be a corrosive environment it might be a you
know by we're here by the ocean here in Sydney Australia in the manly beach so
it's a core it's a corrosive environment lots of salt comes through in the in the
afternoon sea breezes so all these buildings get corrosion so
corrosion protection and corrosion resistance really important here in
these buildings that we're in with all of the things that are being
powder-coated and painted. So performance expected level of performance so what
does he customer expect did you talk about that now that might be an
uncomfortable conversation but it's important to have that uncomfortable
conversation with your customer so that your customer can be educated on what a
higher quality product is that will get the level of performance that they
expect and that might drive the cost in terms of the project so what where who
how when are you going to have that conversation now then in terms of
providing the service if those are the promises you made that's the budget time
and level of quality what needs to happen over here so what needs to happen
where who when and obviously how so that applies so it sits here as well what
where who when how and the why is all about delivering an amazing service so
we want to transpose the marketing commitments the promises the agreement
into our service provision section and this would be a powder coating factory
or abrasive blasting the quality level of abrasive blasting that we're
doing the level of quality in terms of coating with with the powder coating that
we're doing so that we can meet these commitments over the end based on the
science and the policies and procedures and work instructions we've got and this
is you know this is abrasive blasting it could be powder coating and
that was the case study we said we do but it could be painting, it could be you
know there could be issues with contamination, so it's all the things
that become issues in providing the service to ensure that we can deliver
our commitments and then over here you, know there's basic things like you know
our products going to get scratched, how they stored, are they gonna get
contaminated, they're gonna get mixed up, but they're going to get damaged, all
that sort of stuff in terms of storage, transport, maintenance, and then obviously
useful life and again you know who is an important issue over here is it the
customers responsibility or do you is there an implied responsibility on you
in terms of how the material gets packaged. If you're packaging up powder
coating that's going to get sea freighted halfway around the world
then your packaging is going to be different too if it goes on a small
truck that's going to go two blocks away. So we want to be thinking about that
whose responsibility, what do they need to do, where do they need to do it or
where is it going, when and obviously how. It's a really basic process flow for an
ISO 9001 system with risk-based thinking, what could go wrong what are sorts of
issues we might have, what are the opportunities that we could pitch to our
customer that are really going to set us apart and give them an outstanding
service that they're going to love and good return on their investment, all
those thoughts that can things can be considered each of these process stages
in your process flow diagram so don't over complicate it.
That's a document so you know a lot of people can get too caught up in
developing this and you know creating you know PowerPoint slide or Google Docs
or Word documents to describe this if you do it on a whiteboard snap a photo
of it save that into your management system you know your shared drive that's
a really good example if you do it really neatly on a whiteboard take a
photo of it with a smartphone that's enough you don't need to go and create
it in a special document that's a document right there it's written down
it's captured and it's version 1 there you go so even version controlled our
process flow diagram to deliver amazing customer service snap a picture of that
that'll do. If you need more help with this sort of stuff comment below the
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we're doing a couple of week of process flow diagrams things on OH&S, things
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LinkedIn videos a week. Now if you really love this and you want more detail and
more guidance on how to apply ISO 9001 or any of the ISO standards for your
management system in your organisation we've got some great training courses
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