1. UL UK – European Affiliates Briefing – 6 July 2004 1 July 2004  The High Performance Organisation Group Ltd Online Auditing European Affiliates Briefing Rob Peddle July 2004  The High Performance Organisation Group Ltd Friday 9 th July 2004

2. UL UK – European Affiliates Briefing – 6 July 2004 2 July 2004  The High Performance Organisation Group Ltd Objectives To provide an understanding of: The problems organisations are now facing with auditing Solutions that will help them to address these problems The potential benefits to both UL and your customers by adopting these solutions Products and Services that can be sold

3. UL UK – European Affiliates Briefing – 6 July 2004 3 July 2004  The High Performance Organisation Group Ltd The Business Change In the past:- Auditing was focused on compliance to procedures Requirements of ISO9001:1994 Now and in the future:- A new focus on effectiveness Complying to procedures does not automatically create performance – it just means we have done something in the way it has been written. Businesses need to know it has also been effective – i.e. delivered required results. Requirements of ISO9001:2000 and associated standards Business is demanding more value from its use of standards Business is demanding more value from both internal and external auditing The future is not about ‘ticking boxes’ but about business performance

4. UL UK – European Affiliates Briefing – 6 July 2004 4 July 2004  The High Performance Organisation Group Ltd Quality (Business) Principles Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships Source – ISO9000:2000 Compliance auditing means little in these areas – effectiveness is all

5. UL UK – European Affiliates Briefing – 6 July 2004 5 July 2004  The High Performance Organisation Group Ltd There are two key areas where clients need support UL can help them in both of these Process Based Management System Design –Business, not Standards, focused –Based on best practice –Foundation for future development Measurement of effectiveness: –Customer Satisfaction/Perception –Internal Auditing –Supplier Audits –Employee Audits –Third Party Audits These are areas where UL will differentiate their customer offering

6. UL UK – European Affiliates Briefing – 6 July 2004 6 July 2004  The High Performance Organisation Group Ltd

7. UL UK – European Affiliates Briefing – 6 July 2004 7 July 2004  The High Performance Organisation Group Ltd Processes v Silos - Whole Business Deliver the service? Service Design & Development? Business Planning? Dept 1Dept 2Dept 3Dept 4 Communicating & winning business? CUSTOMERSCUSTOMERS STAKEHOLDERSSTAKEHOLDERS

8. UL UK – European Affiliates Briefing – 6 July 2004 8 July 2004  The High Performance Organisation Group Ltd Compliance & Process Auditing Com. Training Guide Photograph

9. UL UK – European Affiliates Briefing – 6 July 2004 9 July 2004  The High Performance Organisation Group Ltd Assessing the Management of Processes the problem of the ‘Super-Auditor’ Com. Tar Act Var InputsOutputs Knowledge Resources Competence Teamwork + Ownership Budget LearnChange Risks etc. Assessing effectiveness is about understanding all of these disciplines and how they interact with each other to deliver results Corporate Social Responsibility Assets

10. UL UK – European Affiliates Briefing – 6 July 2004 10 July 2004  The High Performance Organisation Group Ltd..realising the opportunity to improve On-line Assessment Solution – the mechanics Set up assessment Create assessment with you Carryout assessment Secure & Confidential User Registration Monitor Assessment Produce effectiveness / compliance report Bring about ‘real’ change to improve effectiveness

11. Type: Example Process For: Team/Department Organisation:Organisation Name This assessment has been carried out using The HPO’s unique on-line assessment services. It provides you with an independent and consistent review of your performance against this framework, within the scope defined below. It identifies areas of both strength and weakness, together with areas of non-conformance and provides you with a review of your performance against a set of high- performance indicators that will help you to prioritise your improvement activity. Contents of Assessment Report: Overview & Report Response & Conformance High Performance Indicator Further Actions Appendix – High Performance Indicators Assessment Administration: Date Set-Up: start date Date Completed: completion date Administrator: Administrator Name Description of Assessment: This Internal Audit is designed to collect relevant information about the effectiveness of the Example Process used within organisation. In order to have the maximum relevance and to provide the greatest opportunity to identify improvements, it is essential that as many people who are involved in this process as possible are encouraged to respond. Scope of assessment: All people working within the Your Organisation Team/Department

12. UL UK – European Affiliates Briefing – 6 July 2004 12 July 2004  The High Performance Organisation Group Ltd Potential Objections to this approach A number of barriers to acceptance of this approach are likely to be encountered: –How does the system assess compliance? –Will UL 3 rd party auditors accept these as suitable for ISO9001:2000? –We need people to look at what is happening for auditing –Where does this leave existing auditors? –This is a totally different approach – too much change? –It is too difficult to start it off –Does UL use this approach itself? –How does it gather objective evidence when no auditor is involved? –etc. Your Resource Centre will hold answers to these and other questions

13. UL UK – European Affiliates Briefing – 6 July 2004 13 July 2004  The High Performance Organisation Group Ltd For Customers:- Increased value at reduced cost Consistency of audit and interpretation of results Business focused reports & information Larger sample sizes to increase credibility & involvement Better use of existing revenue spend on systems, auditing & assessment For UL:- Increased margin New Revenue streams Increased perceived value by customers Movement up the ‘strategic ‘ value chain Benefits to Customers and UL

14. UL UK – European Affiliates Briefing – 6 July 2004 14 July 2004  The High Performance Organisation Group Ltd Products & Services available – ‘Getting Started’ Getting Initial Momentum Senior Management Briefing – foundation for Best Practice, Performance Achievement and the Future Gap Analysis to Identify needs Online Assessment against Best Practice & the 8 Business Principles Interventions as required (based on Gap Analysis results) Process Identification Workshop Online Management System creation/hosting Project Support to help focus client in their development Process Management Assessment Workshop Routine / Regular Internal Auditing Individual Business Process Audits Customer Satisfaction Supplier / Supply Management Audits Staff Satisfaction Assessments 360 degree performance / competence appraisals Bespoke or Framework based assessments (e.g. EFQM, Industry (e,g FDA, Automotive) Requirements, etc. 3 rd Party Certification (mix of online & onsite) ISO9001:2000 ISO15000:2003

15. UL UK – European Affiliates Briefing – 6 July 2004 15 July 2004  The High Performance Organisation Group Ltd Guidance, advice & support Working in partnership with UL The High Performance Organisation Group Ltd tel:- +44 (0)1536 790124 fax:- +44 (0)1536 790821 enquiries@the-hpo.com