1. finance
2. accounting and auditing

A Business Manager’s
Top 10 Tips
May 2015
ISO 9001:2008
OR…………
What do business processes have in
common with space time
Ø Tend to a state of disorder - measure of the
unavailability of a system’s energy to do work; also a
measure of disorder; the higher the entropy the
greater the disorder
Ø The details can kill you
Ø Best practices and lessons critical
Ø Be prepared to adapt to the unknown quickly
ISO 9001:2008
OR…………
What do business processes have
in common with spacetime
ISO 9001:2008
Business Manager’s Top 10
ü What approaches can help us implement
frameworks that add value
ü How can we implement processes that add value
and bypass those that don’t
ü How do quality, service management and
security come together?
ü Can we articulate value in the priority processes?
ISO 9001:2008
Business Process
•  Types of business processes:
–  Management , Operational , Supporting
–  A business process begins with a mission objective and ends with
achievement of the business objective – no silos
•  A business process can be decomposed into sub-processes which have
their own attributes and contribute to achieving the goal of the main
process – analysis typically includes the mapping of processes/subprocesses to activity level
•  Business Processes are designed to add value for the customer and
should not include unnecessary activities
•  The outcome of a well designed business process is increased
effectiveness (value for the customer) and increased efficiency (less
costs for the company)
ISO 9001:2008
Quality, Service Management and Security
Quality
ISO 9001
Service Management
ISO 20000
Security
ISO 27001
• Processes in the
company that affect
the quality of service
to the customer
Processes for:
• Service delivery
• Relationships
• Resolution
• Control
Provides requirements
for establishing,
implementing,
maintaining &
continuously improving a
Security Management
System
• Continuous
Improvement
Risk Assessment &
Scope needed
ISO 9001:2008
Staying with It
•  Patience needed when starting from scratch
•  Believe in what you’re doing
•  It can take time
•  Roll up your sleeves – you have to get things done
•  Processes are formulatic – what is the consumer seeing – look
further to find the problems and fix them – then the process
corrects itself
•  Fixing something that’s broken
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #1 Create predictability in business
processes
Successful businesses understand the need to
continuously improve their business processes
Ø To become more efficient and productive, and to
respond to market changes faster….while providing
better service to customers
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #2 Preparation – decide on
your process implementation
goal
• 
• 
• 
• 
• 
• 
• 
Keep overall goal/objectives top of mind
Policy Development may be necessary
Consider Process Development approaches
Deployment – approaches, attention to detail
Communications
Support – testing approaches, refinement
Audit – internal and/or external
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #3 Consider implementation approaches
Consider options:
• 
• 
• 
• 
Framework Compliance
Minimum standard
Best practice
Framework certification
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #4 Secure a committed executive sponsor
Interfacing with organization wide business processes and
procedures – Finance, HR, Marketing, Sales, Operations
Interoperability for Business and IT
Mandated by standards
Key decisions needed that require time and money
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #5 Identify process owners
These people are needed for cross functional processes
and procedures
Portal and wiki provide a life and use for communication
Initiate lessons learned reviews
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #6 Decide which organization goes first
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #7 Make sure processes are
followed
WHY? Best practices and processes can mitigate
misunderstandings, potential embarrassment and
loss of business
HOW? Communication, Audits, Spot Checks, Walk
Abouts, Regular Reporting of Stats
Example – best practice of keeping a baseline
can mitigate future issues
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #8 Consider Value & Cost of Quality in your
processes
Cost of Quality - $ lost when a product or service is not done right
in the first place
Crosby ‘Quality is Free’ – poor quality is 15-30% of total cost (Six
Sigma)
Reduce overall operating cost – eliminate waste in production and
focus on faster turnaround time for quotes etc
Minimize Complexity - How long – effort and resources –to sign up
a new client?
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #9 Security Management on a ‘Need to
Know’ Basis
Decided on ISO standard and integration with BPR
Communication is limited to those who need to know unlike other
processes
Integrated with other processes – HR letters of employment –
security compromise leads to dismissal
Let me show you how – Training, Follow Up, Opportunities to
Explain
ISO 9001:2008
Lessons Learned: My Top 10 Tips
TIP #10 Service Management
Support activities must be budgeted for and resourced
Any applicable existing templates used within the organization
should be adopted/reviewed
•  Financial Processes – customer facing
•  HR Processes – accreditation confirmation, security
clearances,
•  Sales processes – customer contracts
•  Operations – service delivery to customer, security
ISO 9001:2008
In Conclusion
“The job description is ..to help make space
exploration safer and more scientifically productive
… for others (Loc 386 of 3800)” – this really is the
reason for the processes and procedures we put in
place “developing new tools and procedures to be
used in the future”
Chris Hadfield, An Astronauts Guide to Life on
Earth
ISO 9001:2000
In Conclusion
“Astronauts are taught that the best way to reduce
stress is to sweat the small stuff….Okay, what’s the
next thing that will kill me? (loc 474 of 3800)”
This can happen with processes and procedures
that are not followed – can cause big issues
particularly in the security area
ISO 9001:2000
In Conclusion
“superhuman effort isn’t worth a damn unless it
achieves results”
Ernest Shackleton
ISO 9001:2000
In Conclusion
“Intelligence is the ability
to adapt to change”
Stephen Hawking
ISO 9001:2000