EFFECTIVENESS OF CERTIFIED SYSTEMS OF CZECH COMPANIES AFTER 3 YEARS UPON THEIR AWARD

Transkript

1 EFFECTIVENESS OF CERTIFIED SYSTEMS OF CZECH COMPANIES AFTER 3 YEARS UPON THEIR AWARD Ivo Šnajdr & Alan Vápeníček May

2 IS A CERTIFIED SYSTEM REASON FOR JOY? or ANGER? 2

3 IS A CERTIFIED SYSTEM REASON FOR. JOY? or SADNESS? 3

4 FACTS 4

5 IDENTIFIED BENEFITS Ochrana životního prostředí ENVIRONMENT PROTECTION Zákazník CUSTOMER INFORMATION Informace Trh MARKET LEVEL OF EDUCATION Vzdělanost Podnikové procesy COMPANY PROCESSES Organizace OF WORK práce ORGANIZATION 5

6 ZERO BENEFITS The results make it obvious that every fifth (!) company either cannot or is not able to see benefits of a certificate. 5. 6

7 ECONOMIC BENEFITS PROFIT INCREASE FARNINGS INCREASE It is very optimistic to see that about every fourth company indicated profit increase and every third even earnings increase. 7

8 CERTIFICATION AND ORDERS 2. It is worth mentioning the fact that nearly half of the active respondents achieved an increase in customers and orders. 8

9 IMPACT ON SUCCESSFULNESS ANO, YES, za poslední the number 3 roky of se orders zvýšil počet has increased zakázek in the last 3 years YES, ANO, the za poslední number 3 of roky customers se zvýšil počet has increased zákazníků in / odběratelů the last 3 years ANO, za poslední 3 roky došlo ke zvýšení YES, the turnover has increased in the obratu last 3 years ANO, za poslední 3 roky došlo ke zvýšení YES, profitabilityziskovosti has increased in the last 3 years Nelze hodnotit Cannot be assessed Other Jiný success úspěch NO, certification had no impact on NE, certifikace neměla vliv na úspěch success of our organization, success is naší organizace, úspěch je u nás with us NE, nezaznamenali jsme dosud žádný NO, we have noticed efekt no effect so far 0% 10% 20% 30% 40% 50% 9

10 CUSTOMERS PERCEPTION OF CERTIFICATION YOU SAY YOU HOLD A CERTIFICATE? I DON T CARE!!! AND THERE ARE 8% LIKE US. DO YOU WANT TO BE A SUPPLIER? AND YOU SAY YOU POSSESS A QUALITY CERTIFICATE? THAT S ON THE FIFTH RANK! AND THERE ARE 16% OF US WHO SEE IT THAT WAY. 10

11 CUSTOMERS PERCEPTION OF CERTIFICATION THE MOST IMPORTANT FOR SUPPLIER-CONSUMER IS TO HAVE THE ISO 9001 CERTIFICATE. BUT ONLY 9% OF RESPONDENTS SHARE THIS OPINION!? 11

12 CUSTOMERS PERCEPTION We, the companies, choose a supplier of products whether you: 1. Provide quality products/ quality services (94 %) 2. Are affordable, i.e. according to the price (92%) 3. Are flexible (85%) Have good references, recommendations + you provide favourable terms of pavment (both 84 %). 12

13 WHY DO THEY WANT TO BE CERTIFIED? Company Důvodem management bylo rozhodnutí decided vedení so společnosti Důvodem Our present zavedení or potential ISO byly customers požadavky našich require stávajících ISO či implementation potenciálních odběratelů Důvodem zavedení byl požadavek Owners majitelů require certification Důvodem There byly are požadavky requirements na expanzi for an do zahraničí expansion abroad ISO Důvodem implementation zavedení ISO is necessary byla certifikace due to certification silných of konkurentů strong competitors Another Jiný reason důvod 0% 10% 20% 30% 40% 50% 60% 13

14 IMPACT ON A COMPANY S EFFICIENCY THE SAME BETTER 50% 50% Half of the respondents said they had achieved better monitored parameters of efficiency after three years upon certification. 14

15 CERTIFICATION AND REDUCTION OF REJECTS / COMPLAINTS % OF COMPANIES SHOWED DECREASE IN INTERNAL AND EXTERNAL COMPLAINTS AFTER ACQUIRING CERTIFICATION Decrease in volume of external and internal complaints (or costs in CZK to sort out and eliminate them). 17 % od companiers indicated these factors. The shown result would shift focus from quality in the area of complaints and assessing internal faults towards other factors. 15

16 CERTIFICATION AND CUSTOMER 42% OF CUSTOMERS PERCEIVED THE COMPANY UPON CERTIFICATE ACQUISITION MORE POSITIVELY. 16

17 CERTIFICATION AND SATISFIED CUSTOMER 1/3 OF COMPANIES SHOWED A HIGHER SATISFACTION OF CUSTOMERS UPON CERTIFICATE ACQUISITION. 1/3 of the respondents showed a higher satisfaction of customers after 3 years upon certification 17

18 CERTIFICATION AND MANAGEMENT AWARENESS 41% OF TOP COMPANY MANAGERS SAID THEY WERE BETTER INFORMED ABOUT THE SITUATION IN THEIR COMPANY UPON ACQUIRING CERTIFICATION 41% of TOP company managers said they were better informed about the situation in their company 18

19 CERTIFICATION AND DOKUMENTATION 1/2 OF QUALITY MANAGERS SAY THE MAIN BENEFIT IS A BETTER SYSTEMATIZATION IN DOCUMENTATION UPON ACQUIRING CERTIFICATION Nearly ½ of companies say the main bebenefits are better descriptions and systematization in documentation 19

20 CERTIFICATION AND MOTIVATION OF PEOPLE MOTIVATION F PEOPLE IMPROVED WITH EVERY FIFTH Only 20% of companies indicated a better motivation of people COMPANY WHICH CERTIFIED ITS SYSTEM 20

21 CERTIFICATION AND FLEXIBILITY 30% OF COMPANIES SHOWED AN IMPROVEMENT IN FLEXIBILITY UPON ACQUIRING CERTIFICATION 1/3 of companies show a better flexibility due to certification 21

22 CERTIFICATION AND INNOVATION EVERY FOURTH COMPANY SHOWED AN IMPROVEMENT IN INNOVATION PROCESS UPON CERTIFICATE ACQUISITION 22

23 VICIOUS CIRCLE 23

24 NEW CIRCUMSTANCES; IT IS NECESSARY TO REACT PROMPTLY IT IS NECESSARY TO SUPPORT WITH COMPETENCE; THE AIM IS TO MAKE A PROFIT DECISION ABOUT CHANCE SITUATION IS CHECKED CHANCE IS BIG AND INVOLVES EVERYTHING EVERYBODY IS GIVEN DESCRIPTION SITUATION IN COMPANY IS DESCRIBED QUARANTOR IS APPOINVED 24

25 NEW CIRCUMSTANCES; IT IS NECESSARY TO REACT PROMPTLY IT IS NECESSARY TO SUPPORT WITH COMPETENCE; THE AIM IS TO MAKE A PROFIT DECISION ABOUT CHANGE SITUATION IS CHECKED CHANGE IS BIG AND INVOLVES EVERYTHING EVERYBODY IS GIVEN DESCRIPTION SITUATION IN COMPANY IS DESCRIBED GUARANTOR IS APPOINTED 25

26 LOOKING AHEAD CERTIFICATE AS A TICKET TO NEGOTIATIONS STRICT BRANCH STANDARDS AND REGULATIONS PURSUIT TO RETAIN CUSTOMERS (AT WHAT PRICE?) SATISFIED CUSTOMER MEASURED WITH A QUESTIONNAIRE??? STRENGTHENING POWERS AND RESPONSIBILITIES OF PEOPLE CENTRAL STRATEGY AND DECENTRALIZED DECISION-MAKING INNOVATION AS A BLUE OCEAN SUGGESTION AND PLANNING PAIND IN GOLD THOSE WHO HAVE MORE CERTIFICATES WILL BE MORE WORRIED? 26

27 POSSIBLE SOLUTION Ú S P Ě Š N Á F I R M A SUCCESSFUL COMPANY 27 E L I M I N A C E P L Ý T V Á N Í MOTIVATED MOTIVOVANÍ ZAMĚSTNANCI EMPOYEES ELIMINATION OF WASTE Z V MANAGED L Á D N U T É PROCESSES P R O C E S Y P L Y N U L O S T V Ý R O B Y CONTINUITY OF PRODUCTION

28 INVOLVEMENT OF EVERYBODY 11. TO EVALUATE CHANGE 12. TO PRESENT FINDINGS TO BE CORRECTED 1. TO CHOOSE TEAM OF EMPLOVEES 2. TO SPECIFY TEAM OBJECTIVES 10. TO IMPLEMENT CHANGE 3. TO TRAIN TEAM 9. TO CHOOSE ALTERNATIVES AND PLAN 4. TO ASSIGN TASKS TO BE SORTED OUT 8. TO SUGGEST ALTERNATIVES 7. TO EVALUATE TEAM 6. TO IDENTIFY WASTE 5. TO MONITORING SITUATION IN PRACTICE 28

29 PEOPLE ARE INVOLVED EVEN IN INNOVATIONS THANK YOU FOR YOUR ATTENTION 29