Integrity Issue Two

INTEGRITY ISSUE TWO - OCTOBER 2013

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THE FEDERATION OF MANAGEMENT SYSTEMS MAGAZINE

ALL CHANGEALL CHANGE KEY MANAGEMENT SYSTEM STANDARDSKEY MANAGEMENT SYSTEM STANDARDS

ARE BEING REVAMPEDARE BEING REVAMPED

PAGE 5 INDUSTRY NEWS - ISO Revisions Most ISO 9001:2008 users will be aware that the quality management system standard is undergoing a significant revision to be published in 2015. INTEGRITY published a summary of the key changes in our last issue - go to http://www.fedms.org/federation-magazine.html In addition, ISO 14001 the standard for environmental management systems is undergoing a significant overhaul, which is also due to be published in 2015. At the same time, ISO are reported to be working on an international standard for occupation health and safety - a version of OHSAS 18001.

PAGE 18 FEATURES - Fire Risk Management The recent blaze at Jomo Kenyatta International Airport in Kenya, the busiest airport in east and central Africa, caused costly disruption and closure, but thankfully no loss of life. A fully implemented fire risk management system could potentially minimize the impact of such incidents as well as reduce the likelihood of them occurring in the first place. Until recently there has been no holistic management system available that looks at fire safety across the entirety of an organisation. To address this, BSI has developed a new standard - PAS 7 Fire risk management systems – Specification.

PAGE 14 WORKSHOP - ISO Changes As ISO gears up to publish amended versions of the key management system standards - ISO 9001, Quality Management System - requirements - due 2015, ISO 14001, Environmental Management System - requirements - due 2015, ISO version of OHSAS 18001, Occupational Health and Safety Management Systems - requirements - no due date, ISO 27001, Information Security Management Systems - requirements - just published. INTEGRITY focuses on the key standards that are being revised and new standards in the pipeline, and looks at some of the changes that lie ahead.

PAGE 20 FEDERATION - FREE Resources The Federation of Management Systems is an independent organisation that promotes management systems to individuals, organisations, governments, industries, academia, and associations, to improve business performance, increase sustainability and reduce risk. We have an extensive and exclusive library of resources for use by members and non-members. Our management system experts have worked tirelessly to build the website content of resources. The mini guides and guidebooks are available to all site visitors FREE. The content can be freely used to improve the knowledge and understanding of individuals, and improve the performance and effectiveness of management systems.

CONTENTS

4. Welcome Message

5. In the News

8. Lookout! - Salmonella incidents

9. Quality - Customer service

10. Environment - Man-made!

11. Health & Safety - Excuses

12. Food Safety - New regulation

13. Spotlight - IMS and PAS 99

14. Workshop - ISO revisions

18. Features - Crazy EU Law

19. Editorial - Touch-Points

20. Federation - FREE resources

22. Publications - Great Reads

23. Events - Must Visit!

Publication Details INTEGRITY, the Federation of Management Systems’ magazine is published four times per year. Readers can access INTEGRITY via the Federation’s website, the Federation’s LinkedIn page, and by email request. Each FREE issue of INTEGRITY is published to over 1m readers.

THIS ISSUE 3

WELCOME WELCOME Dear reader, Welcome to the second issue of the Federation of Management Systems' quarterly magazine - INTEGRITY. Following the success of our launch issue we made a few slight changes to the format and content, we hope you like them. The most important topics on the minds of management system professionals right now are the proposed changes to the standards that are used by millions of organisations globally - ISO 9001 and ISO 14001. Surveys by the Federation of Management Systems show that ISO 9001 (Quality Management System - Requirements) and ISO 14001 (Environmental Management System - Requirements) are the most widely used management system standards. So, to have BOTH standards undergoing significant revision at the same time will lead to important management system changes when they're published in 2015. It's still too early to speculate on the exact nature of the changes, from the drafts we can see the direction that both of these standards are going, but with publication around two years away we're not getting excited just yet. Change often leads to uncertainty. In the case of the changes to ISO 9001 and ISO 14001, this should not be the case. Organisations will have a number of months to understand the changes, get to grips with the revised requirements, and to develop their management systems accordingly. Organisations must be prepared to change, understand the changes, embrace those changes, and plan the changes before the changes are made. The FMS will help you to cut through the confusion and gain maximum benefit from the revised standards. Much has been written on the potential changes to both standards; anyone who has taken time to read the drafts fully will realise that these are still at the Work-in-Progress stage. Officially, both standards are at the close of the comment period with a great deal of work still to be completed. Time alone will tell us what we can expect from the revised ISO 9001 and ISO 14001. Certainly we can expect more alignment with the format and content of the standards, and most of the foundations to be in-place for any future updates. We covered the key points in the INTEGRITY launch issue—these are available on the Federation's website ( http://www.fedms.org/latest-news.html ). In this issue of INTEGRITY we look at the proposed changes to ISO 9001, ISO 14001, and the other, management system standards that are being drafted currently. Perhaps the main concern with the publication of a revised ISO 9001, is the misalignment it might create with the other sector-specific quality management standards, such as ISO 22000, ISO 13485, etc. I'm sure that the numerous ISO committees have thought of this, and will be working hard to reduce the effects. The Federation of Management Systems is committed to keeping all of our members and visitors updated with the very latest news regarding the revisions to all the major management system standards. When the standards are about to be published we will be organising webinars, running training courses, and publishing guidance. Yours sincerely Anthony Wilkinson Chief Executive - Federation of Management Systems

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IN THE NEWS Myths Increase the Risk of Food Poisoning We're all aware of food safety myths such as the ‘sniff test’ to tell whether food is safe. According to a recent study such myths could be increasing the risk of food poisoning due to food-borne diseases. The myth-busting survey revealed misconceptions, about many aspects of food including food storage, whether or not food is safe to eat, and general cooking and cleaning habits that are confusing and potentially increasing the risk of food poisoning. The Northern Ireland wide survey revealed: • Around 65% of people incorrectly believe you can

tell whether food is safe by the look or the smell. • Almost 50% incorrectly believe the ‘use by date’

is put on foods to promote sales. • Almost 65% of people incorrectly believe you

must wash poultry before you cook it. • Almost 50% are unaware that cooked rice can’t

be kept as long as other leftovers. • Over 25% of people believe that food poisoning is

caused by the last thing they’ve eaten. • Around 25% incorrectly believe the microwave

kills any germs, so food is safe when micro-waved.

In response to these and other myths a new Kitchen Check tool has been launched. This tool provides a step-by-step guide to the ‘dos and don’ts’ in the kitchen. These include not washing raw meat or poultry, fridge storage tips, advice on best cleaning practices and how to ensure that food is properly cooked. Food Safety myths exist in every culture and are often based on hearsay, or wrong advice from elders. The Northern Ireland survey shows that there's still a lot of work to be done to educate people on the fundamentals of Food Safety.

Plastic Bag Charges Miss the Point Nick Clegg, depute prime minister, recently announced a charge for plastic bags; these charges should deter people from using disposable plastic bags. Plastic bags are only a small part of the global problem. A much greater percentage of non-biodegradable litter comes from food packaging such as the wrappers around food stuffs. Food packaging has an important role, a cucumber wrapped in 1.5 grams of plastic can extend the life of the product from around three days to at least 15 days. Food producers, retailers and packaging manufacturers are working hard to reduce the impact of packaging waste. However, their efforts can be counter-productive if, for example, the recyclers often cannot process the innovative new materials that are being developed in an effort to protect the environment.

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IN THE NEWS

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First Aid Guidance Issued Ahead of Time A month ahead of changes to the First Aid Regulations, the UK’s Health and Safety Executive (HSE) has just published guidance to help businesses put in place the appropriate arrangements for the provision of first aid. Health and Safety (First Aid) Regulations 1981 will be amended from 1st October 2013, and will remove the requirement for HSE to approve first aid training and qualifications. These changes are part of HSE's work to make it easier for businesses and other users to understand how to comply with health and safety law, whilst maintaining standards. The changes apply to businesses of all sizes and from all sectors. The changes allow businesses the freedom to select a first aid training provider to suit their particular needs. The HSE will no longer approve the training providers. Additional guidelines will help employers identify and select a competent training provider to deliver any first-aid training by providing a checklist for evaluating first aid training organisations, covering trainer competence, quality assurance systems and syllabus content.

FSSC 22000 Issues Over 5500 Certificates The Foundation for Food Safety Certification has issued over 55000 certificates since its inception in 2004. The Foundation developed FSSC 22000, which is the ISO 22000 and PAS 220 based certification scheme for certification of food manufacturers. In February, the Foundation was pleased to announce the successful re-benchmarking of FSSC 22000 by the Global Food Safety Initiative (GFSI). FSSC 22000 was accepted by the European Cooperation for Accreditation for the certification of Packaging. In June, FSSC 22000 announced the issue of its 5000th certificate! With the number continuing to rise, FSSC 22000 remains the fastest growing certification scheme for the certification of food safety management systems.

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IN THE NEWS

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Sites Fail Inspections The construction union UCATT has renewed their call for greater financial support for construction site inspections after the Health and Safety Executive revealed that nearly half of the sites they recently visited had serious safety defects. During September 2013, the HSE undertook a major inspection and enforcement initiative targeting the construction refurbishment sector. Halfway through, the HSE revealed that nearly half of the 1,000 sites that had been visited contained material breaches leading to the issuing of a Notice of Contravention. A number of sites had also been served with Enforcement Notices. Steve Murphy, General Secretary of UCATT, said: “These figures demonstrate the dangers faced by construction workers on a daily basis. Failure to ensure a site's safety could lead to the death or injury of a worker. While these initiatives by the HSE are very welcome, inspectors are only visiting a small percentage of all the construction sites in the country. These findings show why the HSE needs more resources to conduct this type of inspection in all parts of the country through-out the year.”

More Recycling, but Waste is Unchanged The latest national waste statistics from the UK Government show that recycling has increased but more needs to be done to reduce the waste being generated in the first place. WSP Director David Symons said: “Each person in the UK threw away around 400 kilos of waste last year. It’s encouraging that most of this is now recycled, but the total amount we throw in our bins has barely changed for the past three years.

Allergy Information Research, published by the FSA, provides useful insights into the provision of information on food allergens used as ingredients on foods that are not pre-packed. The findings will help the FSA to support consumers with allergies or intolerances. Under the EU Food Regulations, allergen information will have to be provided on foods containing any of the 14 allergens (whether sold pre-packed or not). The new rules will apply from December 2014. The allergenic ingredients are - peanuts, tree nuts, fish, eggs, crustaceans, sesame seeds, milk, soybeans, celery, mustard, lupin, molluscs, cereals (with gluten), and sulphur dioxide and sulphites (>10mg/litre). The study found that: • 20% of the food businesses had already been made aware of the new requirements,

• 60% of the food businesses (mainly large chains) already had a policy on the provision of allergen information,

• 20% of businesses provided the information verbally,

• 7% did not provide any allergen information whatsoever.

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LOOKOUT!

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Salmonella Incident 1 The Food Standards Agency, with local authorities, is investigating an outbreak of a strain of salmonella, called Salmonella Gold-coast, which is known to have caused 18 cases of illness. The investigation has identified potential links between the outbreak and whelks from a number of independent shops, market stalls and mobile seafood vans, largely in the East Anglia area. As part of this investigation, Lynn Shellfish Ltd of King’s Lynn has issued a recall of all batches of frozen and chilled whelks.

Salmonella Incident 2 An outbreak of an unusual type of salmonella infection, Salmonella Typhimurium, across England and Wales is being investigated by the Food Standards Agency and local authorities. A total of 57 confirmed cases have been reported, with 9 cases known to have required hospitalisation. Consumption of cooked ham from small independent butchers has been identified as a potential common link to the illness.

Fatal Legionnaires’ Disease Basildon and Thurrock Hospitals NHS Foundation Trust has been ordered to pay a total of £262,000 in fines and costs for serious safety failings. At least seven patients were infected with Legionella, the bacteria that causes Legionnaires' Disease, from the hospital's water system. Fifty-four year-old Raymond Cackett died after developing Legionnaires Disease. It also contributed to the death of 74-year-old patient, James Compton. A further five patients were infected at the hospital, as was a hospital visitor. Legionnaires Disease is caused by inhaling water that is infested with Legionella bacteria. In the right conditions, these bacteria flourish in hot and cold water systems, typically in large facilities such as hospitals, hotels, schools, factories and shopping malls. Chelmsford Crown Court heard how an investigation by the HSE identified a catalogue of failures. In particular, the Trust failed to monitor the water systems adequately or ensure that key parts of the system, such as the shower heads and hoses, were kept clean. The Trust also failed to learn lessons from a prosecution after an earlier death, despite having recognised that systems in place were not appropriate to protect the health and safety of its patients and visitors.

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QUALITY

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Customers are Essential It hardly goes without saying that without customers we don't really have a business. Yet consumer surveys continually show that organisations are failing to provide a consistently acceptable service. Let's look at some facts: • 68% of customers defect due to poor service. • 9% of customers defect for commercial reasons. • 92% of all customer interactions are by phone. • 85% of all customers are unhappy with their phone experiences. • 4% of dissatisfied customers complain. • 88% of consumers in UK said that "customer service" would benefits

from defined standards (2007). Q. If customers are so important, why don't organisations do more to retain them? A. Because they don't know how to. In 2007, BSI launched the first British Standard aimed at improving customer service - BS 8477:2007 - Code of Practice for Customer Service. Most customer service managers are aware of these, or similar, statistics and fully understand that customer retention is more important than gaining new customers. Yet research shows that over 70% of dissatisfied customers are not dissuaded from going elsewhere. In reality, the customer service manager is seemingly powerless in ensuring that the entire organisation is geared-up and motivated to provide customer service. BS 8477 identifies the essential features that organisations need to address to meet the expectations of their customers and increase customer loyalty and retention. The standard covers principles of good customer services and the obligations of top management, customer service management, customer service staff and other employees. It recommends good practice for day-to-day operations including responsiveness, provision of information, customer interactions, counter/ telephone/ web-based service, organisation of appointments after-sales service, corrective actions, and documentation and records systems. The standard also contains information on how to maintain good customer service including recruitment, competence, motivation and training of customer service employees. BS 8477 is currently being revised and is expected to be published late 2013. The revised standard will be thoroughly updated and restructured, with new clauses outlining the current customer service good practice. Feedback and responses from the publication of BS 8477:2007 has been used to improve the content from the users' perspective. Where applicable, the revised standard will include guidance and information for small businesses and sole traders. These types of businesses have always sought additional support and guidance on the implementation of management standards. The standard also introduces new clauses covering the resources, people and technology, especially the importance of commercial websites and social media. The Customer Care Alliance conducts independent national surveys to explore the emerging needs and expectations of customers. Their findings show that UK consumers are far from happy in the way that their supplier handles their problems. The publication of the revised BS 8477 will go a long way towards improving poor customer service.

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ENVIRONMENT

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Global Warning is ‘extremely likely’ man-made Scientists can now say with extreme confidence that human activity is the dominant cause of the global warming observed since the 1950s, a new report by an international scientific group says. Calling man-made warming "extremely likely," the Intergovernmental Panel on Climate Change used the strongest words yet on the issue as it adopted its assessment on the state of the climate system. In its previous assessment, in 2007, the U.N.-sponsored panel said it was "very likely" that global warming was man-made. One of the most controversial subjects in the report was how to account for a purported slowdown in warming in the past 15 years. Climate sceptics say this significant "anomaly" casts doubt on the scientific consensus on climate change.

Standard for Sustainable Development BSI launched BS 8900 - Managing sustainable development of organizations, to enable businesses to embed their sustainable development management into everyday decision-making. The standard was published in 2006 to help all organizations integrate their sustainable development principles into business-as-usual in a cost-efficient and effective way. BS 8900 has now been fully revised and superseded by a two-part document: • BS 8900-1 Guide to managing sustainable development of organization, • • BS 8900-2 Framework for assessment against BS 8900-1. For the first time businesses, no matter what size or sector, can be assessed. By using the requirements set out in BS 8900-2, companies can demonstrate that they have an effective approach to addressing sustainable development in line with the BS 8900-1. Businesses should take particular note of these revised standards as they are being written into legislation such as the new UK planning regulations and the Welsh Sustainable Development Bill. Compliance with the standards will be required for any organisation involved in planning and development. BS 8900 has also provided a useful template for other standards such as BS ISO 21021 - Sustainable Event Management, as well as being instrumental in helping a number of industry sectors establish sustainability strategies. There are mutterings that BS 8900 and sustainable development may play a key part in the revised ISO 14001. BS 8900-2 reflects the latest practices in sustainability management and is designed to help organizations establish a sustainable development strategy that will enable them to evolve and adapt to new challenges and demands. It provides guidance for all organizations to embed sustainable development into their core business practices.

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HEALTH & SAFETY

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Health & Safety ‘Excuses’ Exposed by HSE Watchdog The UK's Health and Safety Executive (HSE) releases yet more barmy health and safety myths, in its drive to bring common sense back into Healthy & Safety decision making, and to combat abuses of health and safety legislation, especially with consumers. HSE's Myth Busters Challenge Panel (MBCP) was set up in 2012 to provide quick advice to people subject to ridiculous or disproportionate health and safety decisions by insurance companies, local authorities, employers and overzealous "jobsworths". The MBCP also has a remit to challenge the plethora of silly decisions made in the name of health and safety that lead to myths about what the law requires. HSE wants businesses to stop using health and safety as an poor excuse for unpopular decisions, when the decision has in fact been made on other grounds - such as fears about cost, complexity, or worries about being sued. The MBCPl has received over 200 cases since being launched in April last year with nearly all rulings finding a decision was made without having any basis in health and safety law. The latest top myths include: • A handwritten notice declaring "under three year olds are not allowed on

the premises or in the restaurant" was hanging near the front door of a ‘chippy’ in Aldeburgh.

• A children's soft play centre in Oxfordshire has signs up stating

"customers must not consume their own food or drink on the premises due to health and safety reasons".

• A Village Hall in Burford, Oxfordshire has told people using the hall they

must not wash crockery by hand - they must use the dishwasher as a requirement of health and safety.

• A leading DIY store refused to help a customer cut a piece of timber as

it was against health and safety rules. • A local gym posted a notice stating that for "health and safety reasons,

members are requested to only use the hair dryers for hair on the head" appeared in the changing rooms.

• One diner in a department store in London was told he couldn't have a

fried egg for health and safety reasons. • A racecourse steward took a sun parasol from a race-goer because he

said it posed a health and safety risk, the steward told the lady that someone could use it as a weapon.

• A Chinese restaurant in East Sussex refused to provide a customer with

a finger bowl giving health and safety as the reason. • A BT engineer refused to drill through door frame due to health and

safety reasons. The cabling had to be looped round the inside of the door frame creating a hazard.

• A member of staff in a café refused to put sauce on the customer's ice

cream due to health and safety reasons. • A university has put up a health and safety notice to ask library users

not to take borrowed books into the toilets.

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FOOD SAFETY

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The food Safety and Hygiene Regulations 2013 The UK Government has launched a full consultation on the Food Safety and Hygiene Regulations which are due to come into force in December of this year. The purpose of the consultation is to seek views and comments on the current draft, which consolidates provisions for food safety and food hygiene into one document. Concerns have been raised by food businesses that it can be difficult to find the food safety law and food hygiene law relevant to them. By consolidating the two national Statutory Instruments into one document, these provisions should be easier to find. This consultation will be of greater interest to food businesses; all enforcers of food law; and food inspectors.

More Outbreaks Linked to Imported Foods Foodborne disease outbreaks caused by imported food appear to continue to rise, with nearly half of the outbreaks implicating foods imported from areas which previously had not been associated with outbreaks, according to new research from the Centers for Disease Control and Prevention (CDC). The report's author, Hannah Gould, Ph.D. stated “It's too early to say if the recent numbers represent a trend, but CDC officials are analyzing information and will continue to monitor for these outbreaks in the future.” CDC experts reviewed outbreaks reported to the Foodborne Disease Outbreak Surveillance System implicating foods that were imported into the United States. Their research showed that 39 outbreaks and 2,348 illnesses were linked to imported food from 15 countries. Overall, fish were the most common source of imported foodborne disease outbreaks, followed by spices. Nearly 45% of the imported foods that caused the outbreaks came from Asia. “As our food supply becomes more global, people are eating foods from all over the world, potentially exposing them to germs from all corners of the world, too,” Gould said. “We saw an increased number of outbreaks due to imported foods and more types of foods from even more countries causing the outbreaks.” According to a report by the Department of Agriculture's Economic Research Service (ERS), U.S. food imports grew by $37 billion in 10 years. Much of that growth has occurred in fruit and vegetables, seafood and processed food products. The report estimated that as much as 85% of the seafood eaten in the US is imported, and up to 60% of fresh produce is imported. The types of food causing the outbreaks in this analysis aligned closely with the types of food that were most commonly imported.

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Recent Food Alerts (SUBJECT - PRODUCT - ORIGIN) Salmonella - pate - France Dioxins - rapeseed - Ukraine Cadmium - shrimps - Canada Iodine - seatangle -South Korea E.coli - live clams - Italy Mercury - swordfish - Spain Aflatoxins - cayenne pepper - Germany Aflatoxins - pistachio nuts - Turkey Salmonella - chicken - Poland Salmonella - chicken - Denmark E.coli - deer - Austria aflatoxins - groundnut - Netherlands Listeria - sea food - Belgium Omethoate - mango - Brazil Incorrect labelling - escolar - Spain Listeria - halibut - Belgium Gluten - corn flakes - Austria A complete list of the European RASFF food notifications can be found at: http://ec.europa.eu/food/food/rapidalert/index_en

SPOTLIGHT

Integrated Management Systems With the recent publication, and ongoing revision, of key management system standards using Annex SL - ISO 27001, ISO 9001, ISO 14001, ISO OH&S (no number yet), etc. is an Integrated Management System on the horizon? Here we take a look at Integrated Management Systems, and assess the benefits and pitfalls. Annex SL was introduced to ensure commonality and alignment between management system standards. As those standards become more closely aligned is there a case for a single standard that integrates the various management system requirements into a single standard? PAS 99:2012 is considered by many to be the standard for Integrated Management Systems, indeed BSI and other third-party assessors provide certification to PAS 99. However, any organisation that tries to implement a PAS 99-based management system will realise that the standard doesn't specify the requirements of the management systems, but it highlights the common elements and outlines a frame work to integrate them. Full knowledge and understanding of each of the standards that are to be integrated, is required. Management system standards typically include requirements for commitment, policy, management representative, document control, records, management review, audits, etc. These are the common elements of PAS 99 and should be fully integrated, ideally into one document or procedure for each common requirement. Organisations that are seeking to integrate management systems would typically want to combine two or more international or national standards - ISO 9001, ISO 14001, OHSAS 18001, ISO 22000, ISO 27001, ISO 31000, and maybe the sector-specific standards such as ISO 16949, ISO 13485, AS 9100, etc. PAS 99 forces the development common frameworks for the management systems, including common terminology. For example, Hazard Analysis (in ISO 2000) is similar to Risk assessment (in OHSAS 18001) is similar to FMEA (in ISO 16949). From a management perspective there is an opportunity to remove the conflict between objectives. This then removes the Quality First - Safety First - Customer First dilemma. Furthermore, the internal audits and the management reviews can be streamlined to assess organisational performance instead of Quality, then H&S, then Environment, then...etc. Developing and implementing an Integrated Management System is not simply a matter of ‘mashing’ the processes, systems, procedures and records together, it has to be planned, defined, structured, and understood by all interested parties. Common problems associated with Integrated Management Systems include: • Apparent lack of control and dilution of effort, • May be seen as a down-sizing exercise, • Who's going to be responsible for the integrated management system? • Lack of management support - it'll never work, or it'll take too long. The benefits cannot be measured in monetary terms. No organisation is going to make any immediate direct savings by implementing PAS 99. However, the organisation will have: • A more competitive edge, • A more holistic approach to business, • Common goals across the activities, • A better understanding of key management issues. PAS 99 is simply a framework that can be used to integrate management systems, which can be beneficial if developed and implemented correctly.

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ISO 14001:2015 ISO ‘OH&S’:2015

ISO 9001:2015 ISO 27001:2013

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Key Management System Standards Are Being Revamped Most ISO 9001 users will be aware that the quality management system standard is undergoing a significant revision which is due to be published in 2015 - www.fedms.org/latest-news.html There's still a long way to go in refining and agreeing the changes. Those revisions may force amendments to other quality-related standards such as ISO 22000, for food safety management systems. At the same time, ISO are working on revisions to ISO 14001 the standard for environmental management systems is undergoing a significant overhaul, which is also due to be published in 2015. But that's not all, ISO have given the go-ahead for a new health & safety management standard, also scheduled to be published in 2015. Plus, BSI are already working on a new Code of Practice for Customer Service management. Here we assess some of the key standards that are being revised, and look at some of the issues that lie ahead. ISO 9001 Perhaps the most important management system standard is ISO 9001, it specifies all the requirements of a Quality Management System and has formed the basis of many other management system standards. ISO 9001 belongs to ISO Committee ISO/TC 176 - Quality Management and Quality Assurance. The current revisions to ISO 9001:2008 are the responsibility of ISO/TC 176/SC 2, which is under BSI secretariat. Officially, the draft standard is entitled ISO/CD 9001, and is at stage 30.60, which means that it is at the end of the members' comment period. The next ISO committee meeting is scheduled for November 2013, where the members' comments will be discussed. Interestingly, it seems that the imminent publication of a revised ISO 9001 standard has started a frenzy, with people eager to obtain a copy of the draft and understand the changes. The publication of the revised standard is still two years away, at least, and the present draft may change significantly before publication. This "frenzy" brought about numerous blatant breaches of copyright; any interested party could find the draft standard being freely posted on websites and on a “leading social networking website for people in professional occupations”. Perhaps the publication and sale of the draft has led people to think that maybe this draft is close to the final standard.

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(Continued from page 14) Following the ISO/TC 176 meeting in November 2013, the comments will be discussed by leading experts and, once agreement has been reached and the changes have been made, the Draft International Standard ISO/DIS 9001 will be released for public comment. Of particular concern to many is the knock-on effect that the ISO 9001 revisions could have on the other management system standards that are based on the standard, such as ISO 22000, ISO 16949, ISO 13484, etc. Indeed, it has been reported that some interested parties may move to oppose or delay the publication of the revised standard until all the other ISO 9001-based standards have been aligned. The ISO 9000 World Conference, in San Antonio, Texas, in March 2014, will specifically address the "ISO 9000:2015 Revision" (that should be ISO 9001:2015 Revision) and its impact on the sector-specific quality management system standards. According to the ISO/TC 176 timetable, the conference takes place before the Draft International Standard will be released. All of the public comments will be collated, assessed, discussed, agreed and actioned prior to the preparation of the final draft. Since ISO 9001 is such a widely used standard, and users are already clambering for a copy of the first draft, we should see considerable interest at the public comment stage and a huge response from informed users. The Final Draft International Standard will be discussed and agreed in the summer of 2015, allowing sufficient time for the scheduled publication in September 2015; assuming that all goes to plan. For the record, ISO/TC 176 are also working on Quality Management System standards for electoral organisations, local government, and educational organisations. ISO 14001 ISO 14001 belongs to ISO Committee ISO/TC 207 - Environmental Management. The current revisions to ISO 14001:2004 are the responsibility of ISO/TC 207/SC 1, which is under BSI secretariat. Officially, the draft standard is entitled ISO/CD 14001, and is at stage 30.60, which means that it is at the end of the members' comment period. The revision to ISO 14001 will introduce a significant change in structure to the standard. This is an effort, by ISO, to bring the management system standards into line by aligning structure, definitions and common text. Following the next ISO/TC 207 meeting, the comments will be discussed by leading experts and, once agreement has been reached, the Draft International Standard ISO/DIS 14001 will be released for public comment, possibly early 2014. All of the public comments will be collated, assessed, discussed, agreed and actioned prior to the preparation of the final draft. The Final Draft International Standard will be discussed and agreed in the summer of 2014, allowing sufficient time for the original scheduled publication in January 2015; assuming that all goes to plan. However, there are rumours that the revisions may also incorporate sustainable development and possibly corporate social responsibility.

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WORKSHOP (Continued from page 15) ISO 22000 ISO 22000 belongs to ISO Committee ISO/TC 34/SC 17 - Management Systems for Food Safety. There are no planned revisions to ISO 22000:2005. However, ISO are already drafting prerequisite programme standards (PRPs) for the manufacturing of food packaging (ISO/DTS 22002-4) and for the transportation and storage of food (ISO/WD TS 22002-5). Significantly, ISO are also drafting a new standard for assessment bodies - ISO/DTS 22003 - Requirements for bodies providing audit and certification of food safety management systems. This standard is aimed at proving the competence of auditors and assessors in identifying areas of non-conformance in complex food processing environments. For the record, ISO/TC 34/SC 17 are also working on ISO/DIS 22004 - Food Safety Management Systems - Guidance. ISO 27001 and ISO 27002 These revised standards have been published in the past few days (25th September 2013). The revisions to ISO 27001 and 27002 introduce a significant change in structure to the standard. This is an effort, by ISO, to bring the management system standards into line by aligning structure, definitions and common text. ISO 31004 For the record, ISO/TC 262 are working on ISO/DTR 31004 - Risk Management - Guidance. Occupational Health & Safety Within ISO, Occupational Health & Safety belongs to the ISO Committee ISO/PC 283 - Occupational Health & Safety Management Systems, which is under BSI secretariat. This is a newly-formed committee that will meet in October 2013. The aim of the committee is to develop and publish an international standard for Occupational Health and Safety (OH&S). Their principal task will be to transform OHSAS 18001 (published by BSI) into an ISO standard. This is a massive step forward, on a global scale poor health and safety management costs around 4% of global GDP, which is unacceptable. An international standard for occupational health & safety has the potential to save lives, reduce accidents and improve employee morale. Summary All of these issues are vitally important to organisations around the world. As the number of organisations implementing management system standards increases, the impact of any changes to those standards increases significantly. The timescales for the publication of the new and revised standards means that we could see a lot of activity in a short space of time. The Federation will publish regular standards updates on our website - www.fedms.org As the publication dates draw near, we will provide all of the guidance and support that our members need.

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EU Law: Dishes of Olive Oil Will be Banned For some it's the highlight of the meal - sitting, chatting, pondering the menu, selecting the wine, savouring the delicious breads and the rich, fruity olive oil. Once again, it appears that European law-makers have gone mad. From January next year, those dishes of oil are to be replaced by un-opened bottles, which must be presented, claret-like, at the table with a tamper-proof nozzle and EU-approved labelling. This is another one of those laws that appears to make no sense. Why can't the oil be dispensed into the dish in the kitchen rather than at the table? What's the issue? The new law is said to "protect consumers and improve hygiene". What next? Sealed packs of mayonnaise or ketchup, sealed packs of grated parmesan cheese, tiny sachets of salt and pepper?

PAS 7 Fire Risk Management The recent blaze at Jomo Kenyatta International Airport in Kenya, the busiest airport in east and central Africa, caused costly disruption and closure, but thankfully no loss of life. A fully implemented fire risk management system could potentially minimize the impact of such incidents as well as reduce the likelihood of them occurring in the first place. Until recently there has been no holistic management system that looks at fire safety across the entirety of an organization. To address this, BSI has developed a new standard - PAS 7 Fire risk management systems – Specification. Most of the visible fire precautions in premises are fire protection measures, that’s what Building Regulations tend to specify. However in modern premises fire risk management is more important than fire protection. PAS 7 can help organizations to implement a formally documented system to reduce their fire risk. This can help to safeguard employees, customers and the public as well as property, and assets. It can also minimize the impact of fire on business continuity.

ISO 27001 Just as this issue of INTEGRITY was being "put to bed", ISO announced the publication of the revised standard for IT security ISO 27001:2013, Information Technology, Security Techniques, Information Security Management Systems - Requirements. This standard differs from the previous version which was published in 2005, in that it follows ISO's Annex SL principles which have been introduced by ISO to ensure commonality between management system standards. Indeed, ISO 27001 is possibly the first ISO standard to comply with Annex SL, so users should see a significant difference in terminology and structure. The revisions to ISO 9001:2008 and to ISO 14001:2004 will also have to comply with Annex SL. Technically, the new standard puts a lot more emphasis on measuring and evaluating, and a broader scope on risk assessment. The importance, and reliance, on third-party services is covered in detail, including the use of cloud computing to store valuable information. We'll published a detailed evaluation and guide to ISO 27001 in a future issue of INTEGRITY.

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EDITORIAL Touch-Point Evaluation - Measuring Perception Perception is often more important than the reality; each of your customers has first-hand experience of dealing with your business, they have a perception of your ability to meet their needs. Perception is about to play a significant role in ISO 9001; it's already a part of the 2008 standard but appears in four separate requirements in the proposed 2015 revision. To measure perception, organisations must list the complete range of customer interfaces - the Touch-Points, and measure the performance of each. This information tells an organisation how well they're doing and what they need to do to improve. Each Touch-Point is a point of contact with a customer - an opportunity for an organisation to (hopefully) demonstrate their superior capability and performance. Let’s look how its done. Methodology Touch-Point Evaluation is a simple methodology that facilitates the process of Touch-Point identification, measurement, and improvement. 1. List all of the touch-points - Compile a list of all of the points where a customer can encounter your organisation or product. You should be able to list at least 100 touch-points. 2. Categorise the touch-points. Indicate where each touch-point occurs within a simple buyer life cycle - Virgin, Aware, Considering, Buying, Using, Repeat buyer, Promoter.

3. Touch-point purpose. Indicate the purpose of each touch-point - either operational (taking orders, resolving issues, etc) or experience (brand awareness, building loyalty, etc). 4. Touch-point ownership. Identify the owner of each touch-point. The owner should be the person responsible for the particular operation or experience. 5. Touch-point importance. Provide a rating of the importance of each touch-point on a scale of 1-10, with 10 being very high importance. Accuracy is not important. 6. Touch-point effectiveness. Provide a score of the effectiveness of each touch-point on a scale of 1-10, with 10 be-ing very effective, regarding the operational effectiveness. Provide a score of the effectiveness of each touch-point on a scale of 1-10, with 10 being very effective, regarding the customer experience. 7. Touch-point analysis. Taking the outcome of the exercise 1 to 6, complete the first 8 columns of the Touch-Point Evaluation Table. Map each touch-point onto the Touch-Point Analysis grid. 8. Touch-point Action plan. This exercise should be completed as a group session. Each touch-point carries three pieces of data: Importance rating, Effectiveness score, Grid location. Using the Touch-Point Evaluation Table and the Touch-Point Analysis Grid, assess the touch-points and formulate a corrective action plan for each, and a prioritisation level from 1 - 10, with 1 being the highest priority. Task the touch-point owners with implementing the corrective actions within an agreed timeframe. Record the actions and agreements, and review them weekly. All of the necessary paperwork resources for this evaluation are available on the Federation website - ( http://www.fedms.org/mini-guide-touch-point-evaluation.html )

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THE FEDERATION Federation Online Resources The Federation of Management Systems (FMS) has an extensive and exclusive library of resources. Our system experts and authors have worked tirelessly to increase the website content of resources. The miniguides and guidebooks are available to site visitors FREE. The content can be freely used to improve the knowledge of individuals, and improve the performance and effectiveness of management systems. All too often, organisations strive to implement and maintain poorly designed management systems, they don't conduct effective audits and reviews, and they continually add paperwork into a management system that will never work. The aim of providing FREE guides is to promote the development of effective management systems. This can only be achieved by improving the knowledge and understanding of every person involved in the design, development, documentation, implementation, and maintenance of management systems. FREE GUIDES http://www.fedms.org/free-mini-guides.html http://www.fedms.org/free-guidebooks.html All site visitors can gain access to the Federation's mini guides and guidebooks covering a wide range of topics. These are available free of charge and can be used without limitation. The guides are catalogued by subject matter - ISO 9001, ISO 14001, OHSAS 18001, ISO 22000, Excellence, and Systems Development. MANUALS & PROCEDURES http://www.fedms.org/manuals--procedures.html Federation members can access the Federation's vault of manuals & procedures covering a range of subjects, disciplines and media types - templates, manuals, forms, procedures, workbooks, checklists, etc. The manuals & procedures are the property of the FMS and all users agree to abide by the terms and conditions of their use. POSTERS & SIGNS http://www.fedms.org/posters--signs.html Federation members can access the Federation's vault of posters & signs covering a vast range of subjects and disciplines - quality, motivation, safety, hygiene, etc. The posters & signs are the property of the FMS and all users agree to abide by the terms and conditions of their use. TOOLS http://www.fedms.org/tools.html Federation members can access the Federation's vault of guidelines on the correct use and application of tools (formerly known as Quality Tools). The Federation updates and increases the library of resources constantly. Visitors and members should keep coming back to view the latest offerings.

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Do you have story to tell, maybe you’ve just published a research paper, or a book? Perhaps you or your organisation have just won a national award. If so, the Federation of Management Systems wants to hear from you. We’re particularly interested in any news and feature articles between 500 and 1500 words, with any accompanying graphics or photos. Our editorial team will work with you to add the finishing touches to your article, and make it fit our magazine. All contributors are given recognition for their work. So, write to us today with a brief summary of your article or story, and we’ll do the rest. You could feature in the January issue. [email protected]

PUBLICATIONS

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The Secret of Analytical Leaders—Wayne Eckerson In this book Wayne Eckerson illustrates analytical best practices by weaving his perspective with commentary from seven directors of analytics who unveil their secrets of success. That's what this book is all about, insights from business leaders interspersed with useful commentary from the author. The format of the book is totally unique, and the content is interesting. There is no doubting the credibility of the business leaders; their dialogue is though-provoking and inspirational. Analytics can be a hugely complex subject, the vast amounts of data that we all generate creates additional complexity. Bits of data, which often appear to be unrelated, can sometimes correlate. We're each faced with masses of data in our professional lives - how much of that is really useful? How much of that do we really use? This book shows the importance of applying analytics to understand what's happening in the business and the market.

An Audit of the System: Not the People - Edward P Link This ISO 9001:2008 guide opens with a Q & A section with a discussion of quality management systems for those employees that are learning about the standard. The book is printed in full colour; the colour is used in titles to direct top level management and employees to discussions of their roles. As each element of the management system is systematically addressed, the author dissects the expectation for management and for the employees. The author has skilfully coupled visual techniques with an expression of detail that addresses all of the requirements of the ISO 9001 standard. The text is fairly simple and aimed at all levels of users, irrespective of role or responsibility. The pocket guide is useful and easy to follow, although perhaps the content is too simplistic for most quality management system professionals. The format is definitely unique - but it works.

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Quality Expo Texas, 7th and 8th May 2014, Fort Worth Convention Center, Fort Worth, TX. www.qualityexpotexas.com Quality Expo Texas, is one of many exhibitions being stage under one roof simultaneously. With a ticket to any event, visitors can gain access to the other industry-related events, such as: • Medical Design & Manufacturing - www.mdmtexas.com • Design & Manufacturing - www.dm-texas.com • Texas Pack - www.texaspackshow.com • AeroCon - www.aeroconshows.com • Sustainability in Manufacturing. Visitors can meet with hundreds of suppliers featuring materials, equipment, systems, and services in every aspect of advanced manufacturing.

The Advanced Engineering UK Group of Events, 12th and 13th November 2013, Hall 1, NEC, Birmingham, UK www.uktechevents.com Every year at the NEC, Birmingham, the UK's most advanced engineering markets meet under one roof. This is actually 5 separate events rolled into one. Each event compliments the others superbly. • Aero Engineering Show - www.aeroconf.com This is the UK’s only

100% dedicated show for AEROSTRUCTURES, POWERPLANT & AERO SYSTEMS engineering.

• Composites Engineering Show - www.compositesexhibition.com The UK’s only dedicated Composite materials, design and processing event.

• Automotive Engineering Show - www.ukautoengineering.com The UK’s only 100% dedicated show for Automotive body, chassis, powertrain and supply chain engineering.

• Auto Electronics Show - www.ukautoelectronics.com The UK’s new event dedicated to current & future vehicle electronics programmes.

• P r i n t a b l e E l e c t r o n i c s f o r I n d u s t r y 2 0 1 3 - www.ukprintableelectronics.com The UK's only trade show & briefing for knowledge transfer & commercial development between supply chain partners, brand owners and integrators.

Gulfood, 23rd to 27th February 2014, Dubai World Trade Centre, UAE www.gulfood.com Gulfood is the world's biggest annual food and hospitality show encompassing a massive global exhibition, a series of conferences and workshops, and the Gulfood Awards. Gulfood is a trade show with proven credentials, it has a well deserved reputation for delivering new sales from the Middle East, Africa and South Asia, Gulfood provides a trade and sourcing platform without equal, where international flavours find world-class business. But Gulfood isn't all about sales; the event provides an extensive range of learning opportunities: • The Gulfood Conferences cover global business issues, for example

franchising, food inspection, and food safety. • The Gulfood Awards set the standards across all aspects of the food,

beverage and hospitality industry. The awards provide an opportunity for organisations and individuals to benchmark their performance.

• The Salon Culinaire is a platform for more than 1,300 young chefs who showcase their talent and compete to become stars of the future - from practical cooking competitions to buffet and banqueting show pieces.

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Got an event coming up? If so, we want to hear from you. Write to us today with a brief summary of your event, and our editorial team will find the best way to get to publicise your event. [email protected]

Documents

Integrity Issue Two