konrad scheiber, ceo the power of trust why do we trust our customers? konrad scheiber, ceo

Konrad Scheiber, CEO

The Power of Trust– Why do we trust our customers?Konrad Scheiber, CEO


ValuesHow to create values?How to secure values?

How to appreciate values?


Categories of ValuesQuelle Dissertation Max Kunze, ISBN 978-3-8349-0880-3

Performance Data

DesignDisciplineImagesuccessentrepreneurshipMarket leadershipvelocityCost awarenessImprovementEffectivity & EfficiencyInnovationCompetenceCreativityCustomer FocusPassionChangeLearningStaff

QUALITY

Values of co-operation and communication

Attention and alertnessDirectnessHonestyFairnessComplianceLeadershipIndependance

Good CitizenshipFrankness

TRUSTSatisfaction

LoyalityRealiability

Ethical Values

Moral behaviourFreedomJoyHolistic approachHealthIntegrityLove

SustainabilityOptimismRespactSafetySenseTraditionEnvironmentResponsibiltyDiversityAppreciation


TrustThe Power of Trust


Trust - definition

Prof. Dr. Wolfgang König

The basis is the decision theory, which considers factors of certainty, risk and uncertainty in the decision process (for instance positive recommendation for a certificate).

Thus it enables the consideration of trust as a risky advance performance (for instance to issue certificates).

In general, trust means, that you can rely on one person or on a group of persons

in the expectation of a gain (or other advantages) you take also a risk (for instance abuse of certificates).

Integration of trust in the economic framework of actions


Trust in the Accrediation

National Administration Body Independant from the customers´ expectations Impartial and neutral body High Level in the realisation of the accreditation and

strong contribution to the continous improvement of the own performance

Certificates, which have been issued according to the accreditation are worldwide highly accepted and appreciated.

Source BMWFJ


qualityaustria Trust Index

More than 10,400 qualityaustria ISO 9001 Certificates have been issued since 1989

ISO 9001 Certificates issued since 1989


1

13

38

64

2

40

138

45

7

0

10

20

30

40

50

60

70

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

Withdrawal of certificates by qualityaustria


complaints amount/year

2001 1

2002 0

2003 1

2004 1

2005 1

2006 2

2007 2

2008 0

2009 2

2010 0 8

37

19

6

worldwide

2

9

8

2

in Austria Insolvencies in Austria Total

Loss of customers due to insolvencies

3.756 (0,24%)2009

No data2010

3.270 (0,25%)2008

3.023 (0,07%)2007

In% of the qualityaustria customers, which have become insolvent


More than 1.200 qualityaustria customers are 3 to 6 years certified

More than 600 qualityaustria customers are 6 to 9 years certified

More than 750 qualityaustria cutsomer are 9 to 20 years certified.

qualityaustria has trust in its customersCustomer have trust in qualityaustria



One Task Group discusses the topics for the next revision:

EMS as part of sustainability mgmt & social responsibilityEMS and improvement of environmental performanceEMS and compliance with legal & other requirementsEMS & overall (strategic) business mgmt MSS alignmentEMS and conformity assessmentEMS and the application in small organizationsEMS and environmental impacts of products and services (in the value chain)EMS and engaging stakeholdersEMS and parallel or subsystems (‘sector- and aspect-specific systems’)EMS and external communication (including product information)Positioning of EMS in (inter)national policy agendas

Trust in the Standardisation

… the future of the ISO 14001


1-01 Integration of risk management1-02 Enhanced focus on product conformance1-03 Financial resources of the organization 1-04 Maintenance of infrastructure 1-05 Alignment with business management/ practice 2-01 Process Management 2-02 Knowledge management 2-03 Results/Improvement/Effectiveness 2-04 Life cycle management (LCM)2-05 QM – Principles (QMP) / Leadership 3-01 Competence 3-02 Supply Chain Management (and Outsourcing) 3-03 Quality Tools 3-04 Communication 3-05 Improvement and innovation4-01 Structure of QMS and Relationship with MSS Work 4-02 Time, Speed, Agility and Related Aspects 4-03 Impact of Technology and Changes in Information Management 4-04 Role of Top Management in the QMS 4-05 Expanding the concept of Customer

… the future of the ISO 9001

Trust in the Standardisation


TrendsThe Power of Trust in the Future


Trends, mentionned 4 years ago

(Source: 10 Wegweiser – McK Wissen 17, 06/2006)

Increase of Global:RegionalRegional conurbations

Welfare state 2.0 (new): Aging, breaks in the social systems

Technical Revolution: Internet, nano, biomedicine, …

Hunting the best brains: Dedicated talents, high qualified persons

Be always kindly: Social accountability and profit: no contradiction

The Prius Effect or Efficiency factor 4 to 10: Saving energy, preserving ressources

Enterprises – slender is a must:Big and small need each other

Economy becomes science: Software enables better decisions

If we know, what we know:Knowlwedge as basis for a competitive edge

Conclusion: Nothing has changed, even not in the crises


Focus economy – 4 perspectives

Talent, qualification, motivation Strong lever, costs or investment

Storm of information and self-organisation New understanding for stability and velocity

Innovation is a driving force The unexpected connection of creativity and structure

Globalisation and Re-Regionalisation we decide if threat or chance


47,3

32,8

11,5

8,4

0,0 10,0 20,0 30,0 40,0 50,0

Talent, qualification,motivation

creativity vs structure

information storm vs.Self organisation

Globalisation vs Re-regionalisation

16. qualityaustria Forum - TED

In his speech „Trust in the Future“ Dr. Franz Peter Walder described 4 scenarios and perspectives, which contribute to the trust in the future. Here you see the 4 choices summarized. Which of the 4 has the hight relevance for your organization? Here are the results in %.


Trust in competences and management systems – options and range for innovationsWhat are the are for you the most important preconditions to grow through innovations? Please choose the three most important factors? Here are the results in %


20

18

17

13

10

9

5

5

3

0 5 10 15 20 25

Culture for Innovation

motivated staff

visions

co-operations

leadership

improvement of processes

discipline

R&D

budget


Do you see in the next 3 to 5 years still range for innovations in the environmental area or rather not? Would you say that you see an innovation potential in the environmental area in your company? Here are the results in %


9,7

29,6

38,7

22,1

0,0 10,0 20,0 30,0 40,0 50,0

marginal range

low range

big range

very big range

60% of the participants of the qualityaustria Forum see a big or very big range for innovations in the environmental area in their company.


Trust in the Future

Trust by transparency, frankness and honesty

Trust in integrated management systems

Trust in the competence of managers and experts

We trust in your courage for assessments and evaluations

Trust in quality work: Quality of products Quality of services Quality of organizations

The Power of Trust…

konrad scheiber, ceo the power of trust why do we trust our customers? konrad scheiber, ceo

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