Hoe zinvol is herziening van ISO 9001? Onderzoeksresultaten over het effect van eerdere versies van ISO 9001 en van de certificatiepraktijk

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1 Hoe zinvol is herziening van ISO 9001? Onderzoeksresultaten over het effect van eerdere versies van ISO 9001 en van de certificatiepraktijk Dr. ir. Henk de Vries, Basak Manders, Ingekorte versie van de presentatie gehouden op het VCK-Kwinta congres Strategie en risico s in de nieuwe ISO 9001:2015 en voetbal, Gent, OUTLINE What these might mean for ISO 9001:2015? 1

ISO 9001 S DISTRIBUTION Reference: ISO Survey 2013 ISO 9001 AND RISK MANAGEMENT Onderzoek

gedetailleerd crisisplan periodieke inventarisatie van bedrijfsrisico s het opstellen van

2 ISO 9001 S DISTRIBUTION Reference: ISO Survey 2013 ISO 9001 AND RISK MANAGEMENT Onderzoek door NBBC onder 200 organisaties Aspecten van risicomanagement en bedrijfscontinuïteit gedetailleerd crisisplan periodieke inventarisatie van bedrijfsrisico s het opstellen van minimale acceptatieniveaus om in geval van uitval de bedrijfsvoering te herstellen het hebben van een recovery plan. Organisaties met ISO 9001 certificatie Organisaties zonder ISO 9001 certificatie Reference: 2

DIFFERENT IMPLEMENTATIONS OF ISO 9001 Ceremonial integrators Motivated above all by a concern for the organization's external legitimacy and image, superficial internal support Procedural and

obtaining of a "commercial certificate" Working continuously to integrate the standard into their organization's practice Dissidents Opposition to the standard that is seen as an iron cage imposed by

3 DIFFERENT IMPLEMENTATIONS OF ISO 9001 Ceremonial integrators Motivated above all by a concern for the organization's external legitimacy and image, superficial internal support Procedural and scholastic preparation, limiting difficult questions and superficially meeting ISO requirements Quality enthusiasts Active commitment motivated as much by the system's intrinsic qualities as by the obtaining of a "commercial certificate" Working continuously to integrate the standard into their organization's practice Dissidents Opposition to the standard that is seen as an iron cage imposed by the hierarchy Resistance to the preparation process, nonconformance with procedures, lack of interest in the standard Reference: Boiral, O. (2003). ISO 9000: outside the iron cage. Organization Science, 14(6), FEELING RESPONSIBLE The extent an employee feels personally accountable and responsible for the organization s ISO-9001-relevant goals, and results of the work he or she does People are not really involved. That is quality s. It's not my thing', they say... It's not their thinking. High responsibility feeling: I try to dedicate some time per month to actually on topics like continuous improvement I usually maintain a list of opportunities for improvement So what can we do to improve those? I usually ask them [employees], what would be your proposal Then I dedicate some time in the month to work on opportunities. That is more or less the continuous improvement part of the job. Low responsibility feeling: We have a lot of discussions and we do not hesitate to point out an improvement But it's all on the level of a side talk, at the coffee machine or during lunch, or one or two small s When it's not my responsibility, then it stops If we see opportunities we will note, we will say this. But, we will not drive, or I will not drive, to have this change when it is not really hitting me or hurting me at that moment. Reference: Manders, B., Linderman, K., de Vries, H.J. (2014). Antecedents of employees involvement in ISO Working paper. 3

CONTROL VERSUS IMPROVEMENT 9000: 1998/1994 9001: 2000/2008 9001: 2015 Control Improvement DECREASING QUALITY OF CERTIFICATION SERVICES?

standard s elements Corrective actions: structural or ad hoc? Re-occurrence of non-conformities Reference: Akerlof, G.A. (1970).

4 CONTROL VERSUS IMPROVEMENT 9000: 1998/ : 2000/ : 2015 Control Improvement DECREASING QUALITY OF CERTIFICATION SERVICES? Akerlof (1970): price / quality expectations in intransparant markets Price competition INVESTIGATION OF NON-CONFORMITIES # non-conformities Non-conformities related to standard s elements Corrective actions: structural or ad hoc? Re-occurrence of non-conformities Reference: Akerlof, G.A. (1970). The Market for Lemmons : Quality Uncertainty and the Market Mechanism. Quarterly Journal of Economics 84 (3): de Vries, H.J., Hardjono, T.W., Vroege, J.F.D. (2006). Improving the Reliability of Product and Management System Certificates. Working paper. 4

5 CONFORMITY ASSESMENT CONFORMITY ASSESMENT 28/11/2014 DOUBTS ABOUT CERTIFICATION BODIES Quality management systems Improvement attitude Control 9000: 1998/ : 2000/ : 2015 Improvement de Vries, H.J., Hardjono, T.W., Vroege, J.F.D. (2006). Improving the Reliability of Product and Management System Certificates. Working paper. IMPLICATIONS FOR ISO 9001:2015 Companies focusing more on the improvement aspect of ISO 9001 Auditors focusing more on the improvement aspect of ISO 9001 Control 9000: 1998/ : 2000/ : 2015 Improvement 5

Standardisation Areas of interest Standardisation

http://www.rsm.nl/people/henk-de-vries HVries@rsm.

interest Quality management Business process

6 THANK YOU! Henk de Vries Associate Professor of Standardisation Areas of interest Standardisation Business process excellence Quality management Basak Manders Scientific Researcher Areas of interest Quality management Business process excellence (Lean Six Sigma) Supply chain management 6

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