Creating a Culture of Continuous Improvement with ISO 9001

ISO 9001 sets out the criteria for a system focused on consistency, efficiency and customer satisfaction achieved through continual improvement. Building this culture throughout your organisation is essential to achieving a successful ISO 9001 certification.

So, what exactly does continuous improvement mean for your business? How can it benefit your organisation, and how can you create a culture of continuous improvement?

Find out about the ISO 9001 quality management system.

What is continuous improvement?

Continuous improvement is a systematic, long-term approach to enhancing an organisation’s performance.

It involves consistently striving for product, service or process improvements over time. Continuous improvement can be achieved through an ongoing effort to improve products, services or processes incrementally or through significant ‘breakthrough’ improvements.

The concept is based on the idea that even when things are performing well, they can always be improved. By regularly questioning and challenging the status quo, organisations can find new ways to increase efficiency, improve customer satisfaction, reduce waste and enhance overall quality and productivity.

Continuous improvement is a key principle of many Quality Management Systems, including those based on ISO standards. It promotes a culture of constant evolution and learning within an organisation, driving resilience and long-term success.

What are the benefits of continuous improvement?

Embracing continuous improvement can offer numerous benefits for your organisation, regardless of its size or sector:

1. Increased efficiency – Continuous improvement often targets operational processes, aiming to make them more efficient. This can result in faster turnaround times, lower operational costs and increased output.
2. Cost savings – Increased efficiency can translate into cost savings. Organisations can reduce expenses and boost profitability by identifying and eliminating waste or redundant processes.
3. Customer satisfaction – By continually improving products or services, organisations can better meet customer expectations and needs, improving customer satisfaction and loyalty.
4. Employee engagement – Involving employees in the continuous improvement process can increase their engagement and satisfaction. It can make them feel valued, drive innovation and foster a productive, innovative workplace culture.
5. Compliance – Continuous improvement includes evolving processes to meet changing regulatory requirements, keeping your organisation in line with government and industry regulations.
6. Competitive advantage – Continuous improvement can lead to superior products, services and processes, giving your organisation an impressive competitive edge.

Overall, continuous improvement can significantly enhance an organisation’s performance and long-term success.

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ISO 9001 and continuous improvement

Continuous improvement is fundamental to the ISO 9001 standard for Quality Management Systems (QMS). It is embedded in the standard’s structure and principles and is central to its goal of enhancing customer satisfaction and improving quality.

One key way that ISO 9001 integrates continuous improvement is through the Plan-Do-Check-Act (PDCA) cycle, which forms the basis for continuous improvement within the QMS and all ISO management systems.

The PDCA cycle is a systematic approach to problem-solving and process improvement. Here’s a breakdown:

• Plan – Identify an opportunity for improvement and plan a change.
• Do – Implement the change on a small scale as a test.
• Check – Measure the impact of the change and analyse whether it made a positive difference.
• Act – If the change was successful, implement it on a larger scale and continuously assess the results.

Another critical aspect of ISO 9001 is its emphasis on a process approach. By understanding and managing interconnected processes as a single system, organisations can effectively achieve their objectives while allowing for ongoing improvement.

ISO 9001 also places significant emphasis on customer focus. By understanding current and future customer needs, organisations can meet these and strive to exceed expectations through continuous improvement.

By applying the PDCA cycle, adopting a process approach and maintaining a strong customer focus, organisations can continuously enhance their performance, efficiency and customer satisfaction.

Read the ultimate guide to ISO 9001.

Key ISO 9001 clauses relating to continuous improvement

Continuous improvement is an underlying principle of the ISO 9001:2015 standard – but the following clauses reference it explicitly:

Clause 4.4: Quality Management System and its processes

This clause requires the organisation to establish, implement, maintain and continually improve a QMS, including the processes needed and their interactions. This clause’s emphasis on continuous improvement highlights that a QMS is not a static system – it should constantly evolve to enhance performance effectiveness.

Clause 6.2 and 6.3: Quality objectives and planning of changes

These clauses deal with the planning (6.2) and managing (6.3) of changes to ensure the integrity of your QMS. It implies that changes should be viewed as opportunities for improvement, not just as reactions to external events or issues. This means continuous improvement should be an integral part of how these changes are planned and managed.

Clause 9.3: Management review inputs

Progress can’t be made without knowing what is and isn’t working in the moment. This clause requires management to regularly review the QMS to ensure its continuing suitability, adequacy, effectiveness and alignment with ISO 9001’s regulations and the organisation’s direction. These reviews should reveal areas that can be further improved upon and should become a regular management priority.

Clause 10: Improvement

Clause 10 is explicitly dedicated to improvement, with three key sub-clauses outlining the mechanisms needed for achieving successful improvements of a QMS:

10.1: General

This sub-clause stresses that the organisation must proactively identify and prioritise opportunities for improvement. It also stresses implementing the necessary actions to enhance customer satisfaction. This clause implies that constant monitoring and quick responsiveness are needed – two key parts of continuous improvement.

10.2: Nonconformity and corrective action

Sub-clause 10.2 requires an organisation to react whenever nonconformity occurs, taking action to control it, correct it and appropriately handle any consequences. This sub-clause outlines the corrective action process, an essential aspect of continuous improvement. Handling nonconformities fixes immediate issues and contributes to the ongoing refinement of the QMS.

10.3: Continual improvement

This sub-clause explicitly states that the organisation must continuously improve the suitability, adequacy and effectiveness of the QMS in order to comply with ISO 9001. It underlines the need for commitment to constant progression and not just undertaking one-off changes – a cornerstone of the continuous improvement principle.

This is where the PDCA cycle is best used.

Note: In this clause, ISO uses the word ‘continual’ rather than continuous. While both terms are interchangeable in meaning, continual was deemed to better reflect the cyclical and iterative nature of improvement processes required in ISO 9001 and other ISO standards.

The term acknowledges that improvements happen with repeated cycles of activities, aligning more accurately with real-world practices. It emphasises the importance of regular review and adjustment, rather than an uninterrupted process.

Learn more about ISO terms with our free ISO glossary.

Creating a culture of continuous improvement

Creating a culture of continuous improvement in an organisation doesn’t happen overnight. It requires a systematic approach over a long period to ensure it becomes an integral part of an organisation’s operations.

Leadership commitment

Leadership plays a crucial role in fostering a culture of continuous improvement. Leaders must visibly demonstrate their commitment to improvement, setting the tone for the rest of the organisation.

This can be done through regular communication about the importance of improvement. Leaders can recognise and reward improvement efforts and participate in improvement activities. They should provide resources and create an environment where continuous improvement is valued and encouraged.

Read our guide to essential skills for new managers.

Set clear goals and objectives

For continuous improvement to be effective, the organisation must have clear, measurable goals and objectives. These should align with the organisation’s strategic direction and be communicated throughout the business. Having clear goals and objectives provides a focus for improvement efforts, helping employees understand what they are striving for and why.

Involve employees

Engaging employees in continuous improvement is key to embedding it into your organisation’s culture.

Since employees are closely engaged in day-to-day operations, they often have valuable insights into potential improvements. Encouraging suggestions and ideas from employees – and implementing them where appropriate – can make employees feel valued and involved. Providing people with the training they need to identify and implement improvements is also critical.

This is especially critical given the declining employee engagement in the UK – according to research by polling organisation Gallup, only 10% of employees report being engaged at work.

Measure and monitor

Using Key Performance Indicators (KPIs) to track performance and improvements can help keep the focus on continuous improvement. These metrics should be visible to all employees and regularly updated to reflect current performance. By regularly tracking and sharing metrics, employees and stakeholders can see the direct impact of improvement efforts.

Management reviews

Management reviews are a key tool for maintaining the momentum of continuous improvement. These meetings should be conducted at least once a year.

They enable organisations to determine and evaluate the performance of their management systems, identify the need for improvement, and assess the suitability of their business objectives. Minutes of the review meetings must be kept as evidence.

How British Assessment Bureau can help

Continual improvement is a key part of achieving ISO 9001 certification and is central to an effective Quality Management System.

The British Assessment Bureau is a UKAS-accredited certification body for ISO certifications. UKAS is the only government-endorsed body for ISO certification in the United Kingdom.

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