LRQA s Business Improvement Services to meet your unique requirements

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1 Improving performance, reducing risk LRQA s Business Improvement Services to meet your unique requirements Corporate and Sector Assurance Lean, Six Sigma and 8D Introducing our business improvement services Your business is unique. Its needs, goals and objectives are different to any other organization. While this can differentiate you and provide a competitive advantage, it may require a customized approach to the way your business processes and programs are identified, managed, measured and improved upon. The challenge of globalization, changing customer requirements, legislation and technology means that worldwide, organizations are increasingly turning to business improvement programs, underpinned with client specific criteria, to help them meet their organizational goals. LRQA business improvement solutions are focused on delivering client value by offering a variety of tools and techniques to identify the right solution for your business. Once we have assessed your needs, we can then identify the most appropriate methods to equip you with the relevant knowledge and implement the recommended improvement initiatives.

2 Corporate and Sector Assurance Lean, Six Sigma and 8D An increasingly important aspect of global business is the management and implementation of robust corporate and sector governance. Successful corporate governance is fundamental to the performance of a business, and its achievement of strategic goals. Many organizations are required by regulations or stakeholders to implement effective corporate processes and procedures to improve efficiencies and profitability. LRQA can assist in the selection and implementation of standalone approaches, or can integrate them within a Quality Management System such as ISO 9001:2015. Within the corporate and sector assurance arena, we provide a range of robust data driven services built around proven and established methodologies such as Lean, Six Sigma and 8D. These approaches strive to reduce process cycle-times and improve the quality of products and services provided. This is achieved by reducing/ eliminating process waste and defects. Reducing costs associated with poor quality Unfortunately, all businesses incur additional expenditure and some example visible and hidden costs are shown in the graphic below. The concepts often used to describe this are the cost of poor and good quality. In short, any cost that would not have been expended if quality were perfect, contributes to the cost of quality. Example cost categories include: Prevention; money spent on preventing problems. Inspection/appraisal; money spent trying to capture problems. Internal failure; money spent on problems caught internally. External failure; money spent on problems found by the customer. Process waste; money spent on process inefficiencies. LRQA s Lean, Six Sigma and 8D training programs enable organizations to identify and reduce these costs improving profitability and providing a positive return on their training investment. Visible costs 2-3% Rejects Rework Inspection costs Recalls Additional labor hours Warranty claims Maintenance and service Development costs Hidden costs 20-40% Opportunity cost if sales capacity greater than capacity Complaint handling Improvement program costs Lost customer loyalty Process control Supplier control Premium freight costs Employer turnover Planning delays Cost to customer Legal costs Incorrect orders shipped Excess inventory Quality department and administration Pricing of billing errors Quality audits Longer cycle times Excessive field service costs Expediting costs 02

3 Focused on delivering client value; our corporate and sector services in action LRQA s corporate and sector assurance Lean, Six Sigma and 8D services are focused on delivering client value by offering a variety of tools to help you identify the right solution for your business. Using a four step approach, once we have assessed your needs, we can then identify the most appropriate methods to equip you with the knowledge and develop the most relevant business improvement service for your needs. LRQA provides business improvement services to help ensure that your assurance programs are effective, efficient, and fully aligned to enable seamless operational delivery and performance throughout your organization and your supply chain. 1 Establish and prioritize objectives 2 Approach and criteria 3 Assessment and training 4 Reporting and action LRQA will first work with you to understand your corporate and sector assurance Lean, Six Sigma and 8D needs, expectations and requirements. We ll then work together to establish objectives and priorities. We ll work with you to identify a suitable approach for the assessment, criteria, methodology and reporting. LRQA can carry out briefings and training to ensure the right people in your organization understand the project, requirements and objectives first hand. We ll then deliver the agreed customized assurance services (conducting assessments where needed), taking into account current performance indicators and key results areas, checking that they are fully aligned with your business objectives. Based on KPIs agreed during the development phase, our assessor and client management team will report back to you on the agreed areas, identifying strengths and weaknesses, areas of risk and opportunities for improvement, enabling you to take action where it matters most. 03

4 Six Sigma in action LRQA provide a wide range of training and assurance services used extensively within organizations worldwide. Our specialists listen and learn about your organizational challenges prior to creating a business improvement package tailored to your specific business needs. All our trainers have many years of multi-sector project delivery and training experience. Six Sigma in action; Improve vehicle availability and utilization A leading logistics company was experiencing poor utilization levels for its staff and vehicles. Improve the availability and utilization of staff and vehicles. Vehicle service schedules altered so that only one vehicle was off the road at any one time within each base. Vehicle base improvement plan introduced capturing reasons and corrective actions for poor utilization. Return to work interviews completed after every absence. Control room notified of staff and vehicle availability earlier to assist planning. Average number of vehicles available increased from 61 to 74 per month. Delivery penalties brought within contractual cap. Six Sigma in action; Reduce time to setup new starters on internal systems New starters at one of the world s best known banks experienced long delays in obtaining a computer with appropriate access rights to the required systems. Reduce the overall cycle time to provide a fully activated computer to new starters. Login questions re-phrased and a new starter form introduced replacing 3 others. Standard process introduced and owned by one team. Teams worked from planned end dates rather than submission dates. Average cycle time reduced from 8 to 3 days. Out of SLA requests reduced from 28% to 2%. 04

5 Six Sigma in action; Reduce rework levels of electrical starter controls The transfer of all external starter business to another company resulted in 100% of product being reworked during final assembly. Eliminate internal rework relating to starters. 90 quality/procedural issues rectified at supplier. Daily and photograph communication system introduced. Production permit system implemented to speed up change process. Electrical drawings sent to supplier via purchasing to ensure correct revision was purchased and manufactured. Electronic test rigs, procedures and training provided to supplier. Engineering change system improved to prevent re-specification of components by supplier without internal testing and approval. Electrical defects on supplied starters reduced from 100% to 0%. Electrical contractors no longer required line side. Six Sigma in action; Increase plant yield A chemical plant experienced varying production output, excessive downtime and difficulty maintaining quality standards. To increase production output without having a negative impact on key quality related parameters. Ramping up and down procedures revised reducing tampering, variation and increasing stability. Control charts implemented for identified key parameters. Installation of electronic controllers for key inputs. These used settings derived from statistical analysis and reduced variation by as much as 7 times. Production output increased by 14%. Production cost per tonne reduced. Reduction in steam and raw materials consumed. Key quality characteristics maintained or improved. 05

6 Corporate and Sector Assurance Lean, Six Sigma and 8D Custom Training Services To support your business improvement journey, LRQA provide customized, cost effective training solutions aligned to your needs. Businesses often need confirmation that organizational objectives and plans are being achieved. Our range of training services provides organizations with an additional layer of assurance that they are operating effectively and efficiently, and help them to identify where improvement is needed. Our training services can be delivered on-site, in house and via e-learning. Corporate and Sector Assurance Lean, Six Sigma and 8D Lean Plan, Do, Check, Act (PDCA) 8D 8 Disciplines of problem solving Lean Six Sigma Define, Measure, Analyze, Improve, Control (DMAIC) Tool specific training Lean awareness Yellow Belt Statistical process control (SPC) Lean practitioner Green Belt Measurement systems analysis (MSA) Certification can be provided for Lean, 8D and Six Sigma courses. Approaches listed link to and support all management systems standards including international quality management system standard ISO 9001:2015. Black Belt Failure mode and effects analysis (FMEA) Five reasons you should choose training with LRQA Our trainers use their assessment experience to understand your challenges, ensuring relevant course material Our courses are delivered at multiple locations allowing you to find a time and place convenient to you We pride ourselves on your success and achievements, protecting and improving your business performance Providers of On-site training courses, tailored to your business and objectives Competitively priced training that ensures you can easily apply your new skills and knowledge to your workplace 06

7 Our expertise World class assessors and trainers The technical know-how of our globally renowned, experienced and highly trained assessors and trainers ensure that we can adapt our assurance and training services to your business needs. We bring international expertise and deep insight into the quality arena, backed with first class project management and communication skills. Acting with integrity With no shareholders of our own, we are independent and impartial in everything we do. We are committed to acting with integrity and objectivity at all times. Shaping the industry Our experts are recognized voices in the industry. Through our IIOC membership, LRQA regularly participates in all of the technical committees helping to shape the future of the world s leading ISO standards including ISO 9001 (quality), ISO (environmental) and ISO (the new ISO standard for occupational health & safety, set to replace OHSAS 18001). About us LRQA is a recognized, world leading professional assurance services organization. We specialize in management systems compliance and expert advice across a broad spectrum of standards, schemes and business improvement services including customized training and assurance programs. We are recognized by almost 50 accreditation bodies and deliver our services to clients in more than 120 countries. Our unique assessment methodology takes your management systems from compliance to performance, in order to reduce business risk, and enhance the effectiveness, efficiency, and continuous improvement of your management systems. LRQA is part of the Lloyd s Register Group and at our heart sits a charity, the LR Foundation. Most organizations do something to make money but at Lloyd s Register, we make money to do something. As a percentage of our profits go towards the LR Foundation, every time you choose LRQA, not only are you getting best-in-class professional assurance services, but you are helping to make a difference to our world. Talk to LRQA With so many one-size-fits-all programs out there, LRQA can help you identify a customized solution to meet your assurance needs. For over 30 years, we ve been involved in creating global standards and processes that enable businesses to make real, measurable differences in protecting their products, their brand and their consumers. We apply our worldwide expertise in verification, certification, training and assurance services to help our clients develop custom programs that are relevant and credible. Talk to LRQA today we know how to listen and apply our capabilities and expertise to help you manage your requirements, your risks and your reputation. To find out how LRQA can help you with your business improvement needs, visit us at or us at inquiries-usa@lrqa.com or call Follow us: