ISO,9001,Measuring,Customer,Sa business, insurance ISO 9001Measuring Customer SatisfactionUsings surveys-Do
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Maintaining an effective continuous improvement programme is a key requirement of ISO14001:2004. A useful tool I often use to help clients identify where to look forenvironmental improvements is to draw a picture or plan of the workplace and identify the outputs and inputs to and from the area, theworkplace or the building they occupy. These inputs and outputs shouldinclude: fuel, energy, consumables, supplies and raw materials,products, reports, waste streams, emissions etc.We can then look at each of those inputs and outputs and identifythose that have a significant affect on the environment and target themfor improvement or reduction actions. For example: in our offices we have services and raw materialscoming in including: electricity, water, paper, print cartridges andgoing out we have: products, reports, quotations, postage, effluent,spent print cartridges, scrap paper, heat lighting tubes etc.Using a picture like the one above, we can list these out in theboxes attached. This gives us a good starting point as to aspects wemight consider where we can reduce our impact on the environment. Wecould reduce the paper consumed by printing both sides, by e-mailingquotations and invoices, we could re-cycle our spent ink cartridges,reduce our electricity usage by not keeping equipment on stand-byovernight. Having decided which aspects to tackle, we can start to measure ourcurrent usage and set targets for reduction, or if the plan is tochange our processes we can set targets in the form of change dates.Once the targets are set, we can measure our progress and input theresults to our management review process. (ISO 14001 clause 4.6)As our environmental management system becomes more mature, we willfind that the easy pickings have already been addressed withimprovement actions, and finding new projects and further opportunitiesbecomes more difficult as time goes on. But we can return to our original picture or plan of the workplaceand add more detail. This time we might consider each separate workteam or individual and consider environmental aspects associated withhow work is passed between them or we might consider aspects andimpacts associated with purchase and disposal of office fittings orcapital equipment. My on-going work with clients has proven that using a simple diagramshowing inputs and out puts to our business as a whole (or to each ofour business teams in a larger organisation) can be an effective way offocusing on our environmental aspects (as required by ISO 14001). We can then use the information to identify opportunities for carbon reduction and environmental improvement.
ISO,9001,Measuring,Customer,Sa