How Do I Provide A 5-Star Customer Experience?

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You’ve managed to attract a customer to buy your product instead of your competitor’s. Well done! You’ve achieved the first step in the customer experience journey! In store, Susan, as we’ll call her, was assisted by friendly, helpful sales staff who patiently answered her questions, and she left the store feeling happy and satisfied. She even told her friends about her great experience.

Months later, Susan’s baby slid out the side of the walking ring. Angry and upset, she reported the incident to the store manager who showed no interest or compassion. Susan posted her complaint to Hello Peter, which reads:

Unsafe baby equipment risked my baby’s life!
“I bought a walking ring and my baby slid through the side and bumped her head! When I explained this to the manager she simply said: “would you like another one”! She showed no compassion. Not only do they sell equipment that has not passed safety checks but they also refuse to give you your money back. I’m devastated as my child’s life was put at risk.”

This is a sad story…not only because Susan’s baby was hurt.

It’s regrettable because the owner set out years ago to grow a small family business into a national company by offering customers exceptional service and clearly not all staff are living this vision. 

For years, businesses weren’t built to change. They established a ‘success formula’, and tweaked the business model here and there to reflect new trends.

Now, analysts like Deon Chang say what customers want is the biggest trend for the 21st century and beyond. It’s no longer about how you want to sell but how your customers want to buy. This means getting back to basics and getting to the root of any problem for a healthier business.

We need to be obsessed with our customers and solve the problems that keep them up at night!

“Customers are the beating heart of our businesses and employees are the blood that flows through the veins. We should harness our human capital” – Carmen Murray, Owner, Boo-Yah! 

CUSTOMER OBSESSION IS ABOUT CULTURE

Why has customer experience become such a hot topic? It’s because consumer expectations are higher, and word of mouth travels faster than ever before. People’s awareness about quality and broader social issues has also influenced organisations around the world.

Great customer experiences drives loyalty and revenue, and improving the customer experience is now a strategic imperative for almost all organisations. Downplaying its importance is no longer an option as the voice of customers get louder and louder.

Customer experience is how customers perceive their interactions with your organisation. So how can you improve the way customers interact with your business at every touchpoint?

The ultimate aim of the ISO 9001:2015 Quality Management System is to give organisations the “tools” to satisfy their customers effectively. ISO 9001:2015 deals with customer satisfaction directly when it states that the: “organisation shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled.”

ISO 9001:2015 lists examples of how this information can be obtained by for example eliciting customer feedback and providing warranties. These can be effective ways of establishing whether your customer is satisfied.

But there’s much more to customer satisfaction than sending out a survey and asking for feedback. If you aspire to be truly great and a market leader, you need systems to improve efficiency in every area of operation.

So, what within ISO 9001:2015 can we use to help us build closer relationships with our customers?

Download our FREE Guide Implementing ISO 9001:2015 In A Small Business: Welcome To The Big League! to find out the answers to these important questions…and more!

WHAT OUR CLIENTS HAVE TO SAY ABOUT US

Tony Cunningham and Risk ZA facilitators are accomplished, and highly effective in assisting us with educating and upskilling our executive, and SHEQ personnel in understanding and implementing the requirements of the ISO 9001 Quality Management Systems, ISO 14001 Environmental Management Systems and the OHSAS 18001 Standard.” – WSSA

WSSA manages water treatment systems and provides bulk water solutions to municipal customers. The organisation opted for the internationally recognised ISO Management Systems standards to manage compliance obligations and customers’ expectations. WSSA is a triple ISO certified organisation, and Risk ZA has provided training and consulting services to WSSA for a number of years.

WORK WITH RISK ZA

Risk ZA has collective experience of over 30 years in training, consulting and implementing ISO related solutions for organisations of all types and sizes in the Southern African region. We are leading experts in the field of ISO 9001:2015 Quality Management Systems, and well-positioned to assist your organisation build a solid foundation for growth. Don’t hesitate to give the team a call on +27 (0) 31 569 5900, email info@riskza.com or use our contact form.

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Win Global Customer & Consumer Trust with ISO FSSC 22000:2018 Food Safety Certification

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Food production in Africa is second only to the oil and gas industry with South Africa in the lead as the most advanced food and beverage market on the African continent. Research by Frost & Sullivan estimates growth in this sector of between 4% and 7% by 2020.

South Africa’s food industry, however, faces diverse challenges that are holding it back from reaching its full potential. Food safety is one of these issues. The rapid spread of the deadly listeria outbreak reminds us that a similar crisis could easily strike again if there are slips in food safety and hygiene.

Download our FREE GUIDE: ISO FSSC 22000:2018 – How To Get Started, to find out more.

Foreign competitors like McCain Foods have impressive ISO 22000:2018 food safety and quality management systems in place. Each food production site at McCain’s boasts around 3 000 routine quality controls every day, the type of assurance customers and consumers want. The iconic South African brand Nando’s that have made it big internationally, emphasises the importance of staff training. This investment pays dividends. David Beckham eats there, and they’ve received numerous food quality awards. Nando’s also enjoys lower than average employee turnover for the sector.

To compete more effectively, local food organisations will need to consistently offer cheaper, safer and higher-quality products. This necessitates improving processes and avoiding scandals.The ISO 22000:2018 Food Safety Management Systems standards have been developed specifically to safeguard safety and quality in the value chain. The ISO FSSC 22000 Food Safety Certification Scheme is similar to ISO 22000:2018, but it includes additional requirements that strengthen the management system.

WHAT IS FSSC 22000?

The FSSC 22000 is an ISO-based food safety management system (FSMS) certification scheme that is recognised by the Global Food Safety Initiative (GFSI). Recognition by the GFSI is a signal to other food manufacturers and retailers that your FSMS conforms to the best available and most current quality and safety requirements.

Version 4.1 of the Scheme was released on January 1, 2018, and certification audits are conducted to this version. These new additions bring the FSSC 22000 up-to-date with the requirement of the US’s FDA Food Safety Modernization Act (FSMA). The focus of the FSMA has shifted in emphasis from reacting to food borne illnesses to preventing them, which is precisely the aim of ISO’s Food Safety Management Systems standards. An organisation that plans to become certified, needs to develop a documented FSMS, which is a crucial component of the management system.

WHAT ARE THE REQUIREMENTS FOR FSSC 22000 CERTIFICATION?

Manufacturers that are ISO 22000:2018 certified can obtain full GFSI recognised FSSC 22000 certification by meeting the requirements of the technical specifications (ISO 22003) for sector PRPs and additional FSSC 22000 scheme requirements. Other sector-specific PRPs are available for catering, farming and the packaging industry.  

What are PRPs?

PRPs are an important part of the ISO food safety management standards and audit schemes. A PRP addresses situations within the operation that ensure that hazards are controlled. PRPs are usually managed system-wide compared to Critical Control Points (CCPs), which are product or line specific. Well-designed PRPs provide a solid foundation for an effective Hazard Analysis and Critical Control Points (HACCP) program.

The ISO 22000:2018 Food Safety Management Systems Standard defines PRPs, in Section 3.8, as follows:

“basic conditions and activities that are necessary to maintain a hygienic environment throughout the food chain (3.2) suitable for the production, handling and provision of safe end products (3.5) and safe food for human consumption.”

Food processors have three challenges when it comes to developing these programs:

  1. Developing and implementing effective programs.
  2. Maintaining those programs once they have been implemented.
  3. Ensuring that the programs are maintained and will stand up to auditor scrutiny.

We explore developing and managing PRPs, and how to Certify to the World’s finest Food Safety Scheme in our Guide: ISO FSSC 22000:2018: How To Get Started.

 

FSSC GLOBAL MARKETS PROGRAM

The FSSC 22000 Foundation launched the Global Markets Program in January 2017 to suit the needs of food manufacturers and their customers to achieve a conforming food safety system based on minimum food safety requirements.

The Program is based on the GFSI Global Markets Program, and organisations can achieve GFSI recognised certification in 3 steps: foundation level, intermediate level and GFSI recognised certification. The Program is suitable for small food manufacturing organisations like startups or medium-size organisations, especially in emerging markets like South Africa.

FSSC 22000 - QUALITY CERTIFICATION

A voluntary ISO 9001:2015 module has been added to the FSSC 22000 Scheme, making it possible to integrate quality management into the FSSC 22000 Food Safety Management System and combine certification.

What are the benefits of FSSC certification?

The FSSC 22000 Food Safety Certification Scheme assists organisations to:

  • Managing risks by providing robust food safety hazards management system.
  • Maintain current customers. Certified companies are asking suppliers to achieve certification.  
  • Large retailers and manufacturers are also asking for certification of their suppliers. Certification opens up a wider market for your products.
  • Certification prepares organisations to meet the requirements of regulators, clients and customers.

WHY WORK WITH RISK ZA?

We work with you to tailor training courses to the specific needs of your Food Safety Management System. Our experts can help you to comply with regulatory requirements and ensure the effective performance of your processes and systems. Contact Risk ZA on +27 (0) 31 569 5900, email info@riskza.com or visit www.riskza.com.

DOWNLOAD OUR FREE GUIDE

Download our FREE Guide: ISO FSSC 22000:2018 – How To Get Started, to find out more.

For more information or guidance on which ISO standard(s) and services would best suit the needs of your organisation, please email Risk ZA at info@riskza.com or contact us on 0861 Risk ZA / +27 (0) 31 569 5900.

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ISO 31000:2018 Risk Management – Accelerate Business Performance

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The World Economic Forum describes the current competitive business landscape in a word: disruptive. How well an organisation approaches risk management in a climate of volatility can affect its ability to make robust and informed strategic decisions and achieve its objectives.

Download our FREE GUIDE ISO 31000:2018 How do I get started? where we investigate the 8 Principles that set out the requirements for a risk management initiative.

Traditionally, risk management played a supporting role at board level. However, over the past decade, organisations have adopted the view that risk management must be embedded in the general management of an organisation, and fully integrated across an enterprise with functions such as finance, strategy, internal control, procurement, continuity planning, human resources, and compliance.

Voices of stakeholders have become louder in their demand for transparency and accountability in managing the impact of risk, and evaluating the ability of leadership to embrace opportunities. The use of technology and economic globalisation have made risks increasingly entwined, placing even more emphasis on sound risk management within any organisation.

To keep pace with a rapidly evolving world and future threats, the International Organization for Standardization published a revised version of its Risk Management Standard in February 2018. Essentially, ISO 31000:2018 reflects the evolution of risk management thinking from a separate ‘siloed’ activity to an integrated management function. The overarching strategy of the standard is to embed risk management best practices on a micro-level within organisations so as to manage threats that stand in the way of enterprises achieving their objectives, and create value by finding and exploiting opportunity. This should grab the attention of anyone looking to gain competitive advantage, improve operations, or reduce costs within their organisation.

ISO 31000:2018 - Five Things to Know

1. It is clear and concise

The standard delivers a clear and concise guide to help all organisations manage risks. Risk management concepts are simply explained, giving diverse organisations and people the ability to access the tools that can drive change in order to protect and create value. ISO 31000:2018 is supplemented by ISO Guide 73:2009, a vocabulary index used to support ISO 31000:2018, and ISO 31010:2009 that focuses on risk assessment concepts, processes and the selection of risk assessment techniques.  ISO 31000:2018 has been trimmed down to just 15 pages, and risk management principles reduced from 11 to 8, which streamlines the process for implementation.

2. It is easy to implement

All organisations make decisions that shape their future every day. ISO 31000:2018 provides guidance on how to manage uncertainty to meet objectives, and how to implement risk management to support strategic decision making. This promotes intelligent risk taking at all levels of a business. Risk management best practices promote critical thinking about the role of uncertainty in decision making, and encourage the identification, assessment, and treatment of uncertainty that can impact daily business activities. Small organisations with limited room for exposure to adverse internal and external risks now have the ability to access invaluable tools to create a tolerable risk environment and protect value.

3. It creates and protects value

Creating and protecting value is the central tenant of ISO 31000:2018. If processes are not adding value, they are simply adding costs. The standard helps enterprises improve performance by embedding risk management into all business decision-making processes and making risk-based thinking a daily activity.

4. It reinforces integration

Integration is mentioned throughout the standard. Here are a few examples:

  • Risk management should be part of the organisational purpose, governance, leadership and commitment, strategy, objectives and operations.
  • Properly designed and implemented, the risk management framework ensures that the risk management process is a part of all activities throughout the organisation.
  • The organisation should continually improve the suitability, adequacy and effectiveness of the risk management framework and the way the risk management process is integrated.
  • The risk management process should be an integral part of management and decision-making and should be integrated into the structure, operations and processes of the organisation.

5. It focuses on leadership

Support from top management is essential for successful implementation of the risk management framework and processes. Leadership support for risk management becoming a strategic planning and decision-making tool creates a risk aware culture at all levels of the organisation.

CONCLUSION

ISO 31000:2018 can help create and protect value for any organisation by providing a flexible framework. If individuals are given the tools to promote critical thinking on how uncertainty can impact meeting objectives then the organisation should see an increase in value from an integrated risk management framework.

Ready to get started?

Risk ZA is a leading provider of enterprise risk management training programmes, which aim to improve your business performance. Contact us on +27 (0) 31 569 5900, email info@riskza.com or visit www.riskza.com.

PLUS! Download our FREE GUIDE ISO 31000:2018 How do I get started? where we investigate the 8 Principles that set out the requirements for a risk management initiative.

For more information or guidance on which ISO standard(s) and services would best suit the needs of your organisation, please email Risk ZA at info@riskza.com or contact us on 0861 Risk ZA / +27 (0) 31 569 5900.

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SA’s FOOD SAFETY SYSTEM NEEDS URGENT ATTENTION

Food Safety in South Africa
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Can consumers ever be sure that the food they eat is 100% safe? In short, the answer is, no. We live in an environment where we are constantly exposed to bacteria. However, the recent deadly listeria outbreak, which killed over 200 people in South Africa, has been a major eye opener. Consumers are not only questioning food safety standards, but rightly insisting on a tougher approach to food safety.

Our FREE downloadable guide ISO 22000:2018 Food Safety Management Systems Implementation explores the steps necessary for a successful compliance.

After months of testing and cleaning at its Polokwane facility, Tiger Brands CEO Lawrence MacDougall has said that they will probably never know how the deadly ST6 listeria strain entered the facility. He has confirmed, however, that the factory followed all existing protocols and requirements in SA. Since the outbreak Tiger Brands has worked with international and local experts to further improve safety and prevent another outbreak, including changing the way its factories are arranged, and adopting technologies to reduce bacteria loads. Fallout from the listeria crisis has caused immeasurable harm to the brand, and this is the type of storm that only a giant like Tiger Brands can weather. For smaller food producers and suppliers in the value chain, the impact has been huge.

While the root causes of the listeria outbreak continue to puzzle scientists and industry experts, the frequency of these tragic food poisoning incidents, and loss of life, points to serious problems in the food supply chain. Head of the World Health Organization’s (WHO) Food Safety and Zoonoses department, Dr. Kazuaki Miyagishima, reduces food contamination in Africa down to:

  • Poor food preparation;
  • Poor hygiene;
  • Inadequate conditions in food production and storage;
  • Lower levels of literacy, education and training; and  
  • Insufficient food safety legislation or implementation of legislation.

If consumers want safer food – and they do – where do we begin to find answers to solve these problems?

Improving Food Safety and Quality in South Africa

Food regulatory systems are the cornerstone of public health the world over, and South Africa is no exception. Numerous food-related regulations, grouped under the National Foodstuffs, Cosmetics and Disinfectants Act, are in place to protect consumer health. Government has also tightened industry regulations following the listeria outbreak, and processors of ready-to-eat meat products are now required to implement a hazard-analysis and critical control point system, by March 2019. While not all of these food safety regulations and systems apply to all sectors in the food industry, the following levels of protection should be in place where applicable.

A valid certificate of acceptability

A valid certificate of acceptability is issued by the local municipality in terms of Regulation 962 of the Foodstuffs, Cosmetics & Disinfectants Act. Its general hygiene requirements are basic, and it should ensure a facility is adequately designed and constructed to handle food. The regulation emphasises the importance of training food handlers, which is often a weakness in food safety systems. It also places the full legal liability for food safety on the person in charge. New requirements of the draft regulation known as R364, are far more stringent, and bring South Africa in line with the US and Europe.

Prerequisite Programmes

The majority of food hazards can be controlled by PRPs, which are the foundation for the HACCP system. Once the PRPs are in place, HACCP based procedures focus on controlling the steps in the production process which are critical to ensuring the preparation of safe food.

Hazard Analysis and Critical Control Point System (HACCP)

Any company involved in the manufacturing, processing or handling of food products should use HACCP to minimise or eliminate food safety hazards in their product. The HACCP system reduces the risk of safety hazards, and requires that potential hazards are identified and controlled at specific points in the process. As mentioned earlier, the HACCP regulations have been amended to include ready-to-eat meat and poultry processors, which have until 14 March, 2019 to comply.

FSSC 22000 Food Safety System Certification

The FSSC 22000 Food Safety Management System Certification Scheme uses the ISO 22000:2018 Food Safety Management Systems requirements for food safety, and the ISO Technical Standards for PRPs. Certification is recognised by the Global Food Safety Initiative (GFSI), and it affords food producers and food packaging manufacturers worldwide recognition for their food safety systems.

British Retail Consortium Food Safety Standard

The BRC Food Safety Standard provides prescriptive guidelines as to how food safety should be addressed. ISO FSSC 22000:2018 offers a good framework against which an organisation can develop its own food safety management system, and allows the organisation to choose the best way to control its own system.The BRC has a simple certification process, and only requires an onsite audit, whereas the FSSC 22000 certification standard requires a stage 1 and 2 audit, both to be done on site, plus periodic surveillance and unannounced audits. The role of certification bodies in supporting the food safety system has been identified as an area for improvement in the lessons learned from the listeria crisis.

Food Growers and GlobalG.A.P

GLOBALG.A.P. (Good Agricultural Practices) is a farm assurance programme, and a partnership between agricultural producers and retailers that endeavours to establish accepted standards and procedures in the agricultural sector. It is widely-used, and many customers for agricultural products require evidence of GlobalG.A.P certification as a prerequisite for doing business. The standard was developed using the Hazard Analysis and Critical Control Points (HACCP) guidelines, and is governed according to ISO/IEC 17021-1:2015 for certifications schemes.

ISO 22000:2018 Food Safety Management System

As we have discussed, food safety is all about preventing, eliminating, or controlling foodborne hazards so that food is safe to eat. There are many guidelines to follow and legal requirements in place. However, there has not been a single, internationally recognised food safety systems standard that applies to every link in the supply chain, and that worked regardless of local laws and customs. That is, not until June 2018, when the ISO 22000:2018 Food Safety Management Systems Standard was released.

In the short time since its release, ISO 22000:2018 has become synonymous with food safety worldwide. The ISO standard renders food safety management into a process of continuous improvement, which aims to prevent or eliminate food safety hazards or, if they can’t be completely eliminated, bring them within acceptable limits. It integrates the principles of the HACCP system, and incorporates steps developed by the Codex Alimentarius Commission, a subgroup of the WHO. Furthermore, ISO 22000:2018 combines the HACCP plan with prerequisite programmes. To have a complete quality management system in a food organisation, ISO 9000:2015 and ISO 22000:2018 can be integrated.

Food safety is not guaranteed by virtue of a standard. However, with compliance to ISO 22000:2018 throughout the food supply chain, consumers can have greater confidence in the safety and integrity of the food supply system, and can be reasonably assured that the food they purchase is safe for them and their families to eat.

Our FREE downloadable guide ISO 22000:2018 Food Safety Management Systems Implementation explores the steps necessary for a successful compliance.

For more information or guidance on which ISO standard(s) and services would best suit the needs of your organisation, please email Risk ZA at info@riskza.com or contact us on 0861 Risk ZA / +27 (0) 31 569 5900.

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ISO Standards Provide the Foundation for Building Customer Relationships

ISO Standards Provide the Foundation for Building Customer Relationships

ISO Standards Provide the Foundation for Building Customer Relationships

The aftershock of the global debt crisis set the scene for a change in public sentiment towards big business. Since the credit crunch, house prices have fallen, consumer confidence has plummeted, taxes and prices have increased, and unemployment has risen.

The international organisation GlobeScan’s research shows that public trust particularly in banks and oil companies is ‘deep in negative territory’, and the top two issues banks need to address to regain trust are operating ethically and improving customer / online services.

In 2011 former Nokia CEO Stephen Elop wrote his famous Burning Platform memo, in which he lamented missed opportunities and indicated multiple strategic challenges to the mobile phone company. Distilled, the lesson of the burning platform is that it is far better to anticipate the crisis and change your behaviour long before the explosion.

In these uncertain times, operating ethically and building trust with your customers and stakeholders is vitally important for the long-term success of your organisation.

What lies at the heart of public scepticism?

In the run-up to the debt crisis, traders and investment bankers focused on selling customers financial products, particularly subprime mortgages loans. Whether the client or borrower defaulted, was of little interest to banks. These groups were interested in lining their pockets and not on building long-term relationships with clients. Bank executives and managers, too, focused on sales and bonus targets rather than thinking of long-term performance and sustainability.

When the US subprime mortgage catastrophe began unravelling, the world entered a global financial crisis. In the wake of 9 August 2007, panicking customers queued to withdraw their savings and the first bank run in years began. With default a real possibility, investors began demanding higher yields for bonds issued by Portugal, Ireland, Italy, Greece, and Spain. As a result, Spain’s housing market collapsed, Greece’s economy imploded and Ireland slid into recession.

The depth and duration of the financial crisis shook investor confidence and waves of violent protests swept through Europe.

public protest

Tighter liquidity following the debt crisis undoubtedly severely constrained South Africa’s economy, but government corruption compounded the problem, resulting in sluggish growth, company closures, unemployment and deepening poverty. Deviant conduct is so entrenched within institutions of government that it threatens their survival.

In what seems to be another instance of too little too late, treasury is hastily attempting to restore voter confidence ahead of elections by financing a commission of inquiry into state capture and stabilising state-owned enterprises (SOEs) hollowed out from years of poor governance, procurement irregularities and fraud.

“We are working on rebuilding trust in public institutions,” Finance Minister Nhlanhla Nene proclaimed before the standing committee on finance in Parliament on Tuesday 8 May.

Customer trust is hard won and easily lost

But it’s not only bank executives, politicians and their cronies who are guilty of such transgressions.

In what has become known as the ‘meat-scandal’, big name South African supermarket brands were tarnished when they were caught stocking incorrectly labelled meat products. Tested meat samples revealed ingredients not listed on product labels, including donkey, water buffalo, goat and pork meat. This not only violated food-labelling regulations, but presented religious and ethical concerns for the Jewish and Muslim communities.

Shortly before the supermarket ‘meat-scandal’, a Cape Town based importer admitted to re-labelling kangaroo meat from Australia and water buffalo meat from India as halal, causing outrage in the Muslim community.

Internet giant Facebook is embroiled in a world of trouble as the US federal government investigates the sharing of users’ private information with Cambridge Analytica and others unknown, while auditing firm KPMG South Africa recently appointed new board members in an attempt to restore trust after its involvement with the politically-connected Gupta family.

meat scandal

Iraj Abedian, CEO at Pan-African Investments and Research Services, commented in a press statement that:

“KPMG has to come clean before it can win back the trust of society. Changing a few characters around before coming clean is ignoring and not dealing with the issues.”

Barclays Africa, one of the continent’s largest banks, is the latest of several big corporate clients to announce that it will no longer be using KPMG auditing services. In a statement to the press on May 3, the bank announced:

“ongoing and more recent developments were evaluated by the board, which decided that it can no longer support the reappointment of KPMG”.

Customer trust is priceless

We all know how Twitter, Facebook and other social media networks can sink a product range, taint a brand’s image or batter an organisation’s reputation in a matter of minutes. It can take just one disreputable supplier, or one perceived hypocrisy, and marketing spend goes up in smoke.

Consumers frame their opinions around green and ethical claims made by organisations from what they read on social networks and trust the opinions of friends, family and people in the community in product-purchasing decisions above all advertising and marketing efforts.

sustainable-forestry

“The power relationship between people and brands has forever changed because of social networks.” – Dion Chang, Flux Trends.

American management expert, Dr. Gary Hamel puts five issues at the centre of whether a business will thrive or fail in the years ahead: values, innovation, adaptability, passion and ideology.   

Of all these challenges, the issue of trust is the one most open to change in the short term.

ISO Standards provide a foundation on which to build trust

Rigorous corporate and sustainability standards and third-party certification are important foundations that can chip away at consumer and stakeholder scepticism and build trust.

“I believe standards instil trust. Standards are no longer about product differentiation but about creating a uniform experience that gives your customers confidence in your products and services.” – Datuk Fadilah Baharin, Director General, Department of Standards Malaysia.

trust

How can ISO standards help?

Maintaining a social license to operate

As powerful influencers, organisations can act as agents for societal change. The ISO 26000 publication, Guidance on Social Responsibility – helps organisations understand the principles of SR, and addresses questions like, what SR means, the types of issues an organisation needs to address, and best practice.

Ethical Environmental Behaviour

More consumers are selecting products that are produced respecting environmental standards. The ISO 14000 family of standards provides practical tools for organisations of all kinds to manage their environmental responsibilities.

Food Fraud & Food Safety

Food supply chains are complex, creating more opportunities for criminals to practise food fraud and affect food safety. The ISO 22000 Food Safety Management System helps organisations produce safe food and gain the trust of customers.

Inspire a customer-centric culture

The quality of a product is about whether or not it meets customer requirements. The ISO 9001:2015 Quality Management System redefines quality by changing focus from adhering to product specifications and requirements to meeting customers’ expectations and satisfaction.

Prevent Corruption

ISO 37001, Anti-bribery management systems – is designed to help organisations implement effective measures to prevent and address bribery, and instil a culture of honesty, transparency and integrity.

Proactively Protect Customer Data

Securing third party data is a legal imperative. The ISO/IEC 27000 family of standards helps organisations keep information assets secure. ISO/IEC 27001:2013 is the best-known standard in the family providing requirements for an information security management system (ISMS).

Deliver transparency in products

Millennials are front and centre of the ethically conscious consumer trend. The ISO 20400:2017 Standard can be used to improve supply chain transparency. Embedding sustainability requirements has been shown to cause a so-called green bullwhip effect, whereby they become a signal that then transfers vertically down a supply chain from buyer to distributor to assembler to manufacturer.

In Conclusion

In addition to offering ISO standards training and consulting services, Risk ZA has key expertise in Governance, Risk and Compliance (GRC) Management Systems, which are essential controls for corporate success and relationships of trust with customers and stakeholders.

For more information or guidance on which ISO standard(s) and services would best suit the needs of your organisation, please email Risk ZA at info@riskza.com or contact us on 0861 Risk ZA / +27 (0) 31 569 5900.

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