TEMA-1 IMPLEMENTING INTEGRATED QUALITY MANAGEMENT

1. Prezentați managementul integrat al calității în care să integrați sistemele ISO și

prezentați pe larg un sistem ISO. (Introduce integrated quality management in which
to integrate ISO systems and present a comprehensive ISO system).
Studenti: Coordonator:
Chiha Alexandra-Diana Conf.univ.dr.habil. Crenguța-Ileana SINISI
Ivan Teodora-Maria

An Integrated Management System is a set of pre-defined processes and procedures that

help businesses achieve best practice when it comes to managing quality, their environmental
impact, occupational health and safety, and more.

Combining two or more ISO management system Standards into one common system boosts
the efficiency of your processes and makes them easier to manage. It also means there will be
greater output through fewer processes, ensuring that your internal resources are always used
in the best possible way.

Why integrate ISO 9001 & ISO 45001?

ISO 9001 and ISO 45001 are very compatible Standards for an integrated management

system. They boast a common framework, known as the Annex SL Structure, which means
they share their 10 clauses.

By combining these ISOs into a single documented and managed system, changes and
improvements are easier to adopt and understand throughout your business, minimising any
negative impacts further down the line.

 Plan: Owners are clearly defined; leaders take responsibility and processes are
documented and well communicated. 
 Do: Training needs are identified and met, while resources are effectively allocated
during operation. 
 Check: Regular checks are carried out to inspect the system’s effectiveness, with
risks and failings identified and documented. 
 Act: Beneficial improvements are rolled out through the single, integrated system and
excellence is achieved through compliance best practice insights.    

By reducing the time it takes to manage compliance across a range of areas and employing
just one IMS manager, you can take control of excellence and enhance deliverability.
You will also gain control of your compliance 24/7 through our digital management system
platform, Atlas ISO. This comes with the additional benefits of built-in document controls,
digital templates and automated task management.

What is ISO 9001?

ISO 9001 is the international Standard for Quality Management. It is part of the ISO 9000
family of Quality Management Standards and is used by over 1 million businesses today. It
delivers a system of continual improvement that is driven by your customers’ needs. This
leads to cost savings, improved efficiencies and greater consistency of service deliverables.

ISO 9001:2015 is the most recent version of the 9001 standard available today. It is
periodically reviewed by the ISO to meet changing stakeholder expectations and technology
developments.

ISO 9001 is the internationally recognised standard for Quality Management. Used by over 1
million companies; it was created to give organisations the tools they need to win more
business, reduce costs and improve productivity. ISO 9001 certification also provides your
customers with assurance that they will receive consistent, quality products and services.

How does ISO 9001 do this?

ISO 9001 contains a set of Quality Principles, which include:

o Customer focus
o Leadership
o Engagement of people
o Process approach
o Continual improvement
 o Evidence-based decision making
o Relationship management

Under ISO 9001 there are numerous processes and procedures a company would be expected
to follow. For example, you are required to record your customers’ contact information and
gather feedback during the customer journey which – you’re probably doing already.
However, there are some processes and procedures which you may not be accustomed to,
such as keeping an error log or implementing a final inspection procedure.

Who needs ISO 9001?

ISO 9001 is perfect for any organisation, large or small, looking to improve quality and
consistently meet customer requirements.

Any organization can benefit from achieving ISO 9001 certification and implementing ISO
9001:2015 as its requirements are underpinned by universal management principles:

1. customer focus
2. leadership
3. engagement of people
4. process approach
5. improvement
6. evidence-based decision making
7. relationship management

What are the benefits of ISO 9001?

Benefits of ISO 9001 Certification include:

o Increased Efficiency
o International Recognition
o Factual approach to Decision Making
o Better Supplier Relationships
o Improved Customer Satisfaction
o Greater Employee Morale

The benefits of ISO 9001 cannot be overstated; companies large and small have used this
standard to great effect, securing cost savings and additional revenue. Here are just a few of
these benefits: 
Improve your image and credibility – When customers see that you are certified by a
recognized certification body, they will understand that you have implemented a system that
is focused on meeting customer requirements and improvement. This improves their trust that
you will deliver what you have promised, and it will get you new clients. 
Improve customer satisfaction – One of the key principles of the ISO 9001 QMS is the focus
on improving customer satisfaction by identifying and meeting customer requirements and
needs. By improving satisfaction, you improve repeat customer business. 
Fully integrated processes – By using the process approach of ISO 9001, you not only look
at the individual processes in your organization, but also at the interactions of those
processes. By doing this, you can more easily find areas for improvement and resource
savings within your organization. 
Use evidence-based decision making – Ensuring that you are making decisions based on
good evidence is a key to the success of an ISO 9001 QMS. By ensuring that your decisions
are based on good evidence, you can better target resources to the best effect to correct
problems and improve your organizational efficiency and effectiveness.
 Create a culture of continual improvement – With continual improvement as the main
output of the QMS, you can attain ever-increasing gains in savings of time, money, and other
resources. By making this the culture of your company, you can focus your workforce on
improving the processes they are directly responsible for. 
Engage your people – Who better than the people working within a process to help find the
best solutions for improving that process? By focusing your workforce on not only managing,
but also improving the processes, they will be more engaged in the outcome of the
organization.

Novacroft is a leading software development business, producing smartcards and smart

technology for a range of clients in the transport, education, and charity sectors. Since it was
founded 17 years ago, Novacroft has been committed to standards, and it now holds
certification to ISO 9001, BS 11000, ISO/IEC 27001 and ISO 14001. It regards standards as
intrinsic to its makeup. They are an all-important element of its mission to improve and adapt
to new markets and new environments – and fulfil its mission to make a real and lasting
impact on society.
Customer background
Novacroft develops, implements, and manages smartcard programmes, online application
systems and customer care services. With the objective of “taking smartcards to the next
level”, it aims to make them not only easier for consumers to use, but also gives the
organizations that operate them the chance to develop new opportunities and save costs. By
working with clients such as the Royal British Legion and Transport for London, Novacroft
has shown how streamlining smartcard systems and moving online can result in lower
administration costs, and time savings, particularly when it comes to application processing
or membership management.
Why certification?
Founder and CEO of Novacroft, Debra Charles, explains why she embarked upon the
standards route. “When I started the company 17 years ago it was just me,” she says. “I had
ambitious plans, I needed to think big, but I also had to convince people about my product.
Adopting standards gave me the credibility to do that.” Quality management standard ISO
9001 came first in 2002, and more recently in 2014 the company secured certification to three
standards all in one year: the British Standard for collaborative business relationships BS
11000; information security standard ISO/IEC 27001; and environmental management
standard ISO 14001. Of the many thousands of organizations certified by BSI, Novacroft has
achieved all three standards in the shortest period of time, and is also one of only 100
companies so far in the UK to secure certification to BS 11000 – a standard that usually takes
two years to implement, but which took Novacroft just seven months.
Implementation
With regard to ISO 14001 in particular, the main hurdle to overcome was one of perception.
“We’re not a manufacturer so our staff couldn’t initially see the relevance of ISO 14001,”
says Charles. “But now they understand the importance of focusing on the environmental
aspects of the business,” she says. As a result, for example, the company has increased its
recycled waste from 50% to 75% and reduced waste to landfill from 50% to 25%. Energy
management has also been tackled head on. An office move earlier this year was driven not
only by the need for more space but also for energy efficiency, as Charles explains: “Part of
our remit was to ensure our new office was fit for purpose in terms of adhering to ISO 14001
requirements. We needed a ‘smart’ office, where, for example, lights will automatically turn
off in rooms that are unused for a certain amount of time.” Although adopting standards
requires effort from team members, Charles says there has been strong buy in from the team
at Novacroft, with general acknowledgement that certification is a vital ingredient in the
company’s success. “Standards actually make our lives easier,” says Charles, “and although
they impact on team time and workload, the payback is clear to see.”
Benefits
That payback is evident in Novacroft’s 50% financial growth over the last three years, with a
great deal of new business won. As Charles explains, “Without certification, we wouldn’t
have won the contract with Royal British Legion, for example, and nor could we have bid
recently for another very large piece of work.” She continues, “Standards make our bids
credible. With technology moving quickly, we need to have robust systems in place and, for
me, having standards is vital to maintaining that robustness.” For Charles, commitment to
certification is also about the removal of risk. “It enables me and my team to sleep at night, it
gives our clients the comfort that we’re continuously improving and delivering on time.
Having certification gives you ‘the badge’ that shows clients you can do it, and that gives
them reassurance.”
BSI’s role
“Over the last decade, the collaboration we’ve enjoyed with BSI has been so valuable to the
business,” says Charles. “I can speak openly with assessors about the challenges and
opportunities we face. And they can provide that ‘helicopter’ view I need, focusing on areas
for improvement, and helping us move forward.” She has big growth plans for the company,
which currently turns over more than £10m a year and aims to double in size financially by
2018. Her next goal is BS 65000, the new standard for Organizational Resilience, and she
regards BSI as pivotal in achieving this – and more. She concludes, “I think of standards as a
smorgasbord of processes that give our company rigour. If we have that, we can springboard
forward to the next level of our development, and we know that each new standard we
acquire is adding to that corporate rigour and ultimately enabling Novacroft to make a real
impact on society.