04E EuRA Global Quality Seal Presentation [Schreibgeschützt] · 2016. 12. 21. · Participation in...

www.dqs.de DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen


EuRA Global Quality Seal Relevant Topics

DQS OverviewAndre Dubsky /DQS EuRA GQS Serviceteam Jochen Muskalla / DQS EuRA GQS Lead Auditor

EuRA Global Quality Seal The Certification ProcessAccount Manager Natalia Campañá /DQS EuRA GQS Serviceteam

Overview of Standard and Training informationMartina Scharwey / KMS Consult


DQS. The Audit Company.

The Audit Company.

Three words that stand for what we are and what we do:

We are specialists for audits.

For management systems and processes.


Integrity, competency and reliability

Our focusThe way how companies are managed and organized, focusing on people, systems and processes.

The basis of our businessAccredited and approved according to more than 100 standards and numerous industry- or association-specific rules and regulations.

Our targetTo provide management with specific evidence and guidance for action.


DQS. The Audit Company.

Frankfurt a.M. - Berlin - Hamburg - München - Stuttgart

Since 1985: Specialist for audits and certifications

Founded by DIN and DGQ

First certification body in Germany and third one worldwide

Currently biggest subsidiary of DQS Holding GmbH

In Germany: 800 auditors

with about 25.700 audit days per year

More than 28.000 certified sites worldwide


DQS Shareholders

Renowned partners High reputation in business and politics Independence and reliability


DQS Group international

57.000 certified sites in more than 130 countries

Around 80 offices in almost 60 countries

2.500 auditors worldwide ensure local presence

More than 20.000 customers from all business sectorsTogether with 37 IQNet partners, DQS Group is part of the world‘s largest certification network

DQS


DQS Group Vision 2018

“We are the preferred partner for certification, auditing and assessments – recognized for our competence in supporting business success and organizational health of our customers.”


Why External Assessments?

Holistic, neutral view from outside on people, processes, systems and results

High level of assurance for decision-making

Sustainable trust

Consolidation of image and competitiveness

Added value for interested parties

Worldwide recognized certifications

“And as far as certification is concerned: where else can you find objective, outside feedback in such great detail, to help you find the most important parameters for your own fine-tuning?” Andreas Hüllhorst, Geschäftsführer, Hottinger Baldwin Messtechnik GmbH


Our audits for your targets

Our audits

… are an intelligent and individual approach to your processes and management systems, based on a strong and mutual dialogue

… are used to evaluate if management systems or processes have been established, are clearly understood and implemented ...

… and if they are suitable to achieve planned objectives


„DQS demonstrates what audits are supposed to be today: An individual partnership for the benefit of the customer. We, as auditors, live this principle -through a practical, pragmatic, creative and flexible approach.”Martin Röper, DQS-Auditor


Our auditors – DQS’ highest asset

More than 800 auditors perform about 25,700 audit days per year for DQS and its customers Industry experts with a holistic view of people, processes

and results Balanced mix of expertise, pragmatism, social and

methodical competence Mostly appointed for more than one standard Integrated in the worldwide DQS training concept

They all share the same understanding and level of ambition, laid down in the directive for excellent assessments ("Good Audit Practice“).


DQS Auditors

Know-How and practical experience of many years Excellent knowledge of

businessmanagement Qualified for various

standards,for the most part High level of intercultural

competence Regional proximity

(2,500 auditors worldwide) Participation in regular

international DQS trainings


Whatever goal you aim for - we will help you to achieve it across all industries.

Individual performance is our credo

Certification audit Process audit Supplier audit Compliance audit Performance audit Integrated system assessments Group certification International projects like joint audits with partners of

IQNet


DQS-Events

Customer Days: Topics across all industries

Customer Forums: For general as well as industry-specific standards

Workshops: Intensive exchange on topics based on everyday work environment

Webinars: Short, compact, competent, online


News, Services, Downloads Global customer database with certificate download

Worldwide customer center MyDQS

Online newsletter

Customer events with online registration

www.dqs.de (en )

Internet: www.dqs.de


Performance portfolio (excerpt)

Focusing on qualityISO 9001

SustainabilityISO 14001, ISO 50001, EN 16247-1, ISO 26000

Occupational Health andSafetyBS OHSAS 18001, BGM

Social ResponsibilityIQNet SR10, SA8000SEDEX/SMETA

Risk ManagementISO 31000, ISO 22301,EXCiPACT

Train & TransportationIRIS, SQAS, GDP

AerospaceEN/AS 9100, EN/AS 9110, EN/AS 9120

Automotive ISO/TS 16949, VDA 6.x, StVR,Prototype protection

Information SecurityISO 27001, ISO 20000-1, ISIS, Data privacy

Business ExcellenceDIN SPEC 77224, ISO 10002

Health and Social WorkEN 15224, KTQ, IQMP

Education Company AZAV, ISO 29990, Q2E

Association SpecificAssessmentDStV, GQS, Golf & Nature

Corporate and process-specific Assessments

Food & Hygiene ManagementHACCP, BRC, IFS

Medical ProductsISO 13485, PAL, ISO 15378

Integrated Management Systems


IQNet

GQS auditorDQS Office

EuRA GQS Worldwide


Customer specific Assessments

The EuRA Global Quality Seal:

If you don’t have yours yet,

we want to help you to get it!

Association specific


EuRA Global Quality Seal Topic

EuRA Global Quality Seal

Certification Process


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


EuRA Global Quality Seal Standard

… is a quality standard developed specifically for therelocation 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 officeEuRA 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.


EuRA Global Quality Seal (GQS)

Certification Process

Certification ProcessMember gets Basic Data Sheet, fills it up and sends it back to [email protected]

EuRA GQS serviceteam sends information folder and offer/order letter. Once the order is signed audit dates will be committed

Optional on-site visit with quality pre-check

with certification ceremony at end of the day

Optional interim audit after 12 monthsin home-office

Auditor contacts client to order documentation (audit stage I), Auditor checks docs in home office off-site and gives feedback

One day visit on-site (audit stage II)

Recertification after 24 months


EuRA member looks at DQS Website

Contact DQS


EuRA member downloads Basic Data Sheet

Contact DQS


Offer and Order

EuRA member fills up basic data sheet and sends it to

[email protected]

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

[email protected]


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

Multi-site assessments are an option

Combination of GQS and ISO 9001 assessments arepossible


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

3 months prior to date of readiness

Timeframe between stage I and stage II should be

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


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 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


EuRA Quality Seal Topic

Overview of Standard Martina Scharwey / KMS Consult([email protected] / www.kmsconsult.de)


Minimum Requirements for the external Audit

Quality Manual Mission, Quality Policy, Policies, Measurable Objectives

and Key Performance Indicators (KPIs) Defined Processes Client/Customer Satisfaction and Complaint

Management Management Review


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


Quality Categories

Management Responsibilities and Leadership Following policies have to be developed, documented, implemented,

communicated, reviewed and understood: Compliance Management, Corporate Social Responsibility Policy, Health and Safety Policy, Anti Corruption / Anti Fraud Policy, Environmental Management Policy, Business Continuity Management Plan, Data Integrity and Information Security Policy

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 A company specific Process Model visualizes

the Quality Management System and is documented

Processes are planned, managed and 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 Cost tracking is implemented


Quality Categories

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

Documentation Quality Manual (on paper or electronic devices) Method of documentation and filing is defined Internet and e-mail fulfil the GQS requirements


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 Chief Compliance Officer Quality Team Who is doing what?


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


ProjectManagement

Leadership

Infrastructure Employees

EfficientProject Management

Objectives

Measurement

Training Teamwork

Communication

Empowerment ofPeople

Management Support

Success Factors – Use as Marketing ToolSuccess Factors


EuRA Global Quality Seal Topic

Training information Martina Scharwey / KMS Consult([email protected] / www.kmsconsult.de)


EuRA Global Quality Seal Training

EuRA Global Quality Seal Training is only offered by EuRA

Organisation by EuRA (www.eura-relocation.com training & group events, webinars)

On-site organisation per individual member by Martina Scharwey / KMS Consult([email protected] / www.kmsconsult.de )


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 GmbHDeutsche Gesellschaft zur Zertifizierung von Managementsystemen

August-Schanz-Straße 21 60433 Frankfurt am MainTel.: +49 69 95427-0E-Mail: [email protected]

Thank you…

04E EuRA Global Quality Seal Presentation [Schreibgeschützt] · 2016. 12. 21. · Participation in...

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