Professional Documents
Culture Documents
01_Introduction first national standards body and is the best known worldwide (as
indicated by its official ‘Superbrand’ status).
A quality material, product, process, service or system is one that
meets the needs of customers. Today, customers, including There are approximately 20,000 current standards that all capture
consumers, know what they want and can easily recognise ‘quality’. best practice. They are established by 1,113 different committees of
specialist experts who reach a consensus about what should be
Businesses interact with a variety of customers e.g. expected of a particular product,
• Internal e.g. staff who have their office cleaned, or use the canteen material, service, process or
• Business e.g. suppliers of raw materials, stationery, transport, technology in a particular industry –
telecommunications e.g. the structure of a gas pipe, the
• End users e.g. other firms, the government or its agents, or the design of an electrical wiring
general public (buyers of goods or services). system. Committee members have a
wide range of interests and skills
Many businesses trade at local, national and international levels. To from manufacturers, sellers, research
win customers’ confidence, firms need to meet the highest quality organizations and government
standards. Distant and local or national customers want a guarantee departments to campaigners, users
of reliable, high quality goods and services. and consumers. The standards
produced are regularly reviewed to
The British Standards Institution (BSI) provides a range of products meet the changing demands of
and services that assist in assuring high quality. It was the world’s society and technology.
02_BSI’s development BSI’s ‘Kitemark’ is a quality assurance mark appearing on a wide
variety of traditional and new goods. It is a form of guarantee that a
Today, the majority of UK output has moved to services. So, in product is made to a quality standard. It can be found on a range
addition to providing standards for products and materials, BSI of well known products tested by BSI to make
creates standards for services and systems, including management sure they meet the relevant standards e.g. crash
systems. It leads the development of standards for many important helmets, refrigerators, electrical plugs, Christmas
new areas of business activity. These include: tree lights.
• improvement of utility billing services (e.g. gas and electricity
suppliers) This is the Kitemark.
• products being developed with new technologies e.g. nano
technology (the creation of miniature products and processes) As consumers we want standards because they:
• implementation of web design processes, to ensure characteristics • inform us about the reliability and fitness for purpose of the goods
like usability and readability. and services we buy and use
• enable us to use more things more widely giving us greater choice
BSI is a global group of companies, offering a wide range of • bring peace of mind.
standards-related services including certification and product
testing. The ‘British Standards’ division - the part that creates the Manufacturers and retailers welcome standards, because they:
standards - also serves as the UK’s National Standards Body. Some • provide clear guidelines on targets that reflect best practice
of its funds come from the government for promoting and protecting • protect manufacturers against poorer rivals who might otherwise
UK interests worldwide, as well as helping British businesses to be damage an industry’s reputation
innovative and competitive. The rest comes from commercial • provide an excellent selling point
activities e.g. selling standards to a wide range of companies • provide a benchmark that can be used for communicating the
including SMEs, providing advice and training and selling specification and characteristics of the product, process or system,
books/guides explaining how to meet and get the most from using and from which improvement/innovation can be easily explained
standards. • provide competitive advantage by making it easier, cheaper and
more efficient to produce and sell things in the UK and
internationally.
Products Materials
05_Implementing quality
Management
responsibility
management systems: case studies
BSI’s work in supporting the implementation of quality management
systems is best illustrated through examples.
Resource Measurement
analysis and Satisfaction
management improvement
Forticrete
Customers
The Times Newspaper Limited and ©MBA Publishing Ltd 2005. Whilst every effort has been made to ensure accuracy of information, neither the publisher nor the client can be held responsible for errors of omission or commission.
British Gas was the first company to achieve a Kitemark for a
BSI was the world’s first national standards making body. Today it
service.
is the most prestigious international standards institution. It works
with the British government, manufacturers and other stakeholders
The company wanted to achieve ISO 9001 for one key reason, it
to create quality standards. These guarantee fitness for purpose, and
was keen to operate common processes and procedures across such
help British manufacturers to gain a competitive edge both in the UK
a diverse company – British Gas not only offers home energy
and internationally. BSI assists British businesses in all markets to
services (through British Gas Services) but also plumbing and
grow and to concentrate on meeting customers’ requirements.
drains care to customers (through Dyno Rod).