EuRA Global Quality Seal Relevant Topics

Transcription

1 DQS Overview EuRA Global Quality Seal Relevant Topics Kerstin Hansen/DQS Product Manager EuRA Global Quality Seal The Certification Process Stefan Fink / DQS Lead Auditor Overview of Standard and Training information Martina Scharwey / KMS Consult DQS GmbH Mai

2 EuRA Global Quality Seal Topic DQS Overview Kerstin Hansen /DQS Product Manager DQS-Shareholders DGQ, DIN, UL own one each approx. 28 % the other stakeholders are five German associations DQS GmbH Mai

3 DQS Germany Berlin Frankfurt/Main Stuttgart In 1985 DQS became the first accredited German certifying body DQS-UL Group auditors Around 80 offices in almost 60 countries certified sites in more than 100 countries DQS-UL IQNet DQS-UL Group with 36 IQNet partners in the world s largest certification network DQS GmbH Mai

4 DQS and IQNet EuRA GQS Worldwide GQS auditor DQS UL Office IQNet DQS GmbH Mai

5 DQS Services Customer forums* Forums, exhibitions, round table conferences Internet News, downloads, MyDQS-customer center, customer database with certificate download Information and communications Brochures, mailings, publications, press releases Customer journal Four times a year as download on the DQS homepage DQS BEST for Benchmarking *subject to international availability DQS Online DQS Homepage Customer database Up-to-date availability of all customers with certificate download News and services Current news, downloads Newsletter Certifications Overview of DQS services DQS International Overview and contact data for all international offices MyDQS customer portal Secure online access for all customer information and documents relevant to their assessments DQS GmbH Mai

6 Printversion EuRA Global Quality Seal Presentation Service Spectrum Quality Management Risk Management Aerospace Industries International Railway Industrie Standard Environmental Management Assessments to social standards Medical Device Manufacturers Business Excellence Occupational Health/ Savety Management Automotive Industry Customer and processspecific assessments Further Assessments Food Safety and Hygiene Management Hazardous Material Transport Benchmarking Information Security Management Integrated Management Assessments Customer specific Assessments Association specific The EuRA Global Quality Seal: If you don t have yours yet, we want to help you to get it! DQS GmbH Mai

7 EuRA Global Quality Seal Topic EuRA Global Quality Seal Certification Process Stefan Fink / DQS Lead Auditor (stefan.fink@dqs.de) Value and Benefit EuRA members quality management system raises quality and service delivery Management review Internal audits, Customer satisfaction survey EuRA Global Quality Seal established common and comparable quality system requirements KPI s Policies DQS certification process guaranties third parties approval straightforward audit and same day certification process minimal budget outlay, high return DQS GmbH Mai

8 EuRA Global Quality Seal Standard is a quality standard developed specifically for the relocation business. is applicable to all relocation organisations. regardless of type, size or services provided. will be revised at least once a year. Initial contact EuRA office First step EuRA members get in contact with the EuRA office EuRA is looking after the administration process of certification and recertification. They are the ones who provide the Quality Standard and send you helpful templates and forms. Members have to pay a registration fee to EuRA. DQS GmbH Mai

9 EuRA Global Quality Seal (GQS) Certification Process Certification Process Member gets Basic Data Sheet, fills it up and sends it back to GQS serviceteam sends information folder and offer/order letter. Once the order is signed audit dates will be committed Auditor contacts client to order documentation (audit stage I), Auditor checks docs in home office off-site and gives feedback Optional on-site visit with quality pre-check One day visit on-site (audit stage II) with certification ceremony at end of the day Optional interim audit after 12 months in home-office Recertification after 24 months Contact DQS EuRA member looks at DQS Website DQS GmbH Mai

10 Contact DQS EuRA member downloads Basic Data Sheet 1 2 Offer and Order EuRA member fills up basic data sheet and sends it to eura@dqs.de EuRA member gets offer/order and information folder Handout with contact information Product information with proceeding General Business Conditions DQS EuRA member sends back the signed offer to eura@dqs.de DQS GmbH Mai

11 EuRA Global Quality Seal Certification Costs Initial Assessment EuRA members with annual turnover up to 100,000 1,600 plus travel costs and VAT with annual turnover up to 300,000 2,500 plus travel costs and VAT with annual turnover up to 500,000 3,000 plus travel costs and VAT with annual turnover over 500,000 3,500 plus travel costs and VAT Additional site 1,125 Non-EuRA members pay double the regular price plus travel costs and VAT Pre-Assessment 1,125 (optional) Optional Pre-Assessment Pre-Assessment Optional (could be ordered by offer) Same process as system assessment on-site Can be done in place of EuRA Training if client already has a process based approach and Quality Manager is trained DQS GmbH Mai

12 EuRA Global Quality Seal Certification Costs Interim audit 800 (optional) Re-Assessment EuRA members with annual turnover up to 100,000 1,280 plus travel costs and VAT with annual turnover up to 300,000 2,000 plus travel costs and VAT with annual turnover up to 500,000 2,400 plus travel costs and VAT with annual turnover over 500,000 2,800 plus travel costs and VAT Additional site 1,125 Non-EuRA members pay double the regular price plus travel costs and VAT EuRA Global Quality Seal Certification Costs Possible discount a certified quality management system for recertification: Interim audit had taken place in combination with another management system DQS GmbH Mai

13 Audit dates Audit takes place in two parts Stage I: off-site document analysis in home-office auditor Stage II: on-site assessment EuRA member informs DQS about date of readiness to be certified Commitment of audit dates for stage I and II Ë 3 month prior to date of readiness Timeframe between stage I and stage II should be Ë 1 month Assessment 4 weeks before stage 1 date Auditor requests documents EuRA member sends documentation to the Auditor Auditor checks documentation off-site in home-office and gives feedback to the member (report part I) Auditor comes on-site for system assessment checks and evaluates if the requirements of the EuRA Quality Seal are fulfilled elaborates the scope of improvement DQS GmbH Mai

14 Fulfilment of requirements If the requirements are fulfilled the Auditor hands over the report (report part II) and the certificate to the EuRA member If the requirements are not fulfilled there is a written agreement for corrective measures and notification of the closed corrective measures corrective measures have to be closed within Ë three months or - if necessary - another on-site audit day take place (extra costs) Overview Analysis of the documentation (Home office) Written report concerning the documentation (Home office) Audit (on-site) Written report concerning the documentation, written report concerning the audit (Hand-over on-site) Certificate valid for two years (Hand-over on-site) Optional interim audit after one year DQS GmbH Mai

15 EuRA Quality Seal Topic Overview of Standard Martina Scharwey / KMS Consult (martina.scharwey@bluewin.ch / Quality Categories Mission, Quality Policy, Objectives and Key Performance Indicators (KPIs) Have to be developed and implemented Pre-defined objectives and KPIs are measured, met or exceeded DQS GmbH Mai

16 Quality Categories Management Responsibilities and Leadership Following policies have to be developed, documented, implemented, communicated, reviewed and understood: Corporate Social Responsibility Policy, Health and Safety Policy, Anti Corruption / Anti Fraud Policy, Environmental Management Policy, Business Continuity Management Plan Technical, business and personnel resources are planned by management All employees as well as partners and subcontractors working on the account have to be trained/instructed on a regular basis. Job descriptions are in place Employees have to be evaluated annually Customer and client requirements have to be understood and met satisfactorily Annual Management review Quality Categories Organisation and Planning Responsibilities are defined Processes will be improved continuously Outsourced processes and services are defined. Partners and suppliers are evaluated. Services Core and subsidiary services of DSP s and RMC s are defined as processes Processes are planned and managed Cost tracking is implemented DQS GmbH Mai

17 Client / Customer Satisfaction and Complaint Management Client Satisfaction Survey Transferee Satisfaction Survey Complaint management process is implemented Procedure of handling incorrect services is defined Causes for defective services must be analysed and corrected Quality Categories Quality Categories Documentation Quality Manual (on paper or electronic devices) Method of documentation and filing is defined Internet and fulfil the EQS requirements DQS GmbH Mai

18 Stays Relevant Every year update of EuRA Global Quality Seal Standard We collect feedback, ideas and input from you EuRA and EuRA members External Auditors After Signing the Contract Goal Setting Timing of DQS site visits/external audits (pre-audit y/n?) Development of QM system Checking and analysing existing documents Personnel Matters Quality Manager Complaint Manager Quality Team Who is doing what? DQS GmbH Mai

19 Documentation Quality Manual Paper or electronic version Process based structure Documented processes (flow chart, wording, type) Management of documents and quality records Definition of process for new/revised parts of Quality Manual Definition of process for new/revised documents and forms Storage of these documents (old versions) Management Review Success Factors Use as Marketing Tool Management Support Objectives Efficient Project Management Project Management Leadership Empowerment of People Infrastructure Employees Communication Measurement Training Teamwork DQS GmbH Mai

20 EuRA Quality Seal Topic Training information Martina Scharwey / KMS Consult (martina.scharwey@bluewin.ch / EuRA Quality Seal Training EuRA Global Quality Seal Training is only offered by EuRA Organisation by EuRA ( training & group events) On-site organisation per individual member by Martina Scharwey / KMS Consult (Martina.Scharwey@bluewin.ch / ) 1,400 per day plus travel costs DQS GmbH Mai

21 Training Information Basic EuRA member EuRA Global Quality Seal Training (1 day session) Basic EuRA Global Quality Seal Training plus Workshop (2 day session) Web-based EuRA Global Quality Seal training is possible and will be organised by EuRA Combination of Basic Training and Workshop in an one day session is possible, maximum of 25 participants Training facility has to be provided by EuRA / member company DQS GmbH Mai