The Power of Trust Why do we trust

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

Values How to create values? How to secure values? How to appreciate values? Konrad Scheiber, CEO

Categories of Values Quelle Dissertation Max Kunze, ISBN 978 -3 -8349 -0880 -3 Performance Data Values of co-operation and communication Design Attention and alertness Discipline Directness Image Honesty success Fairness entrepreneurship Compliance Market leadership Leadership velocity Independance Effectivity & Efficiency Moral behaviour Freedom Joy Holistic approach Health Integrity Love Sustainability Cost awareness Improvement Ethical Values Good Citizenship Frankness Optimism Respact Innovation TRUST Safety Competence Satisfaction Sense Tradition Creativity Customer Focus Loyality Environment Passion Realiability Responsibilty Change Diversity Learning Appreciation Staff QUALITY Konrad Scheiber, CEO

Trust The Power of Trust Konrad Scheiber, CEO

Trust - definition Integration of trust in the economic framework of actions n 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). n Thus it enables the consideration of trust as a risky advance performance (for instance to issue certificates). n In general, trust means, that you can rely on one person or on a group of persons n in the expectation of a gain (or other advantages) you take also a risk (for instance abuse of certificates). Prof. Dr. Wolfgang König Konrad Scheiber, CEO

Trust in the Accrediation n National Administration Body n Independant from the customers´ expectations n Impartialand neutralbody n High Level in the realisation the accreditation and of strong contribution to the continous improvement the of own performance n Certificates, which have been issued according to the accreditation are worldwide highly accepted and appreciated. Source BMWFJ Konrad Scheiber, CEO

quality austria Trust Index More than 10, 400 quality austria ISO 9001 Certificates have been issued since 1989 ISO 9001 Certificates issued since 1989 Konrad Scheiber, CEO

quality austria Trust Index complaints amount/y ear 2001 1 2002 0 2003 1 2004 1 2005 1 2006 2 Loss of customers due to insolvencies 2007 2008 0 2009 2010 Withdrawal certificates by quality of austria in Austria Insolvencies in Austria Total 6 2 3. 023 (0, 07%) 2008 19 8 3. 270 (0, 25%) 2 2009 37 9 3. 756 (0, 24%) 0 2010 8 2 No data worldwide In% of the quality austria customers, which have become insolvent Konrad Scheiber, CEO

quality austria Trust Index n More than 1. 200 quality austria customers are 3 to 6 years certified n More than 600 quality austria customers are 6 to 9 years certified n More than 750 quality austria cutsomer are 9 to 20 years certified. quality austria has trust in its customers Customer have trust in quality austria Konrad Scheiber, CEO

Trust in the Standardisation … the future of the ISO 14001 One Task Group discusses the topics for the next revision: EMS as part of sustainability mgmt & social responsibility EMS and improvement of environmental performance EMS and compliance with legal & other requirements EMS & overall (strategic) business mgmt. MSS alignment EMS and conformity assessment EMS and the application in small organizations EMS and environmental impacts of products and services (in the value chain) EMS and engaging stakeholders EMS and parallel or subsystems (‘sector- and aspect-specific systems’) EMS and external communication (including product information) Positioning of EMS in (inter)national policy agendas Konrad Scheiber, CEO

Trust in the Standardisation … the future of the ISO 9001 1 -02 1 -03 1 -04 1 -05 2 -01 2 -02 2 -03 2 -04 2 -05 3 -01 3 -02 3 -03 3 -04 3 -05 4 -01 4 -02 4 -03 4 -04 4 -05 Integration of risk management Enhanced focus on product conformance Financial resources of the organization Maintenance of infrastructure Alignment with business management/ practice Process Management Knowledge management Results/Improvement/Effectiveness Life cycle management (LCM) QM – Principles (QMP) / Leadership Competence Supply Chain Management (and Outsourcing) Quality Tools Communication Improvement and innovation Structure of QMS and Relationship with MSS Work Time, Speed, Agility and Related Aspects Impact of Technology and Changes in Information Management Role of Top Management in the QMS Expanding the concept of Customer Konrad Scheiber, CEO

Trends The Power of Trust in the Future Konrad Scheiber, CEO

Trends, mentionned 4 years ago § Increase of Global: Regional 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 (Source: 10 Wegweiser – Mc. K Wissen 17, 06/2006) Konrad Scheiber, CEO 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 Konrad Scheiber, CEO

16. quality austria 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 %. Konrad Scheiber, CEO

16. quality austria Forum - TED Trust in competences and management systems – options and range for innovations What are the are for you the most important preconditions to grow through innovations? Please choose three most important factors? Here are the results in % Konrad Scheiber, CEO

16. quality austria Forum - TED 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 % 60% of the participants of the quality austria Forum see a big or very big range for innovations in the environmental area in their company. Konrad Scheiber, CEO

Trust in the Future The Power of Trust… n Trust in quality work: n Quality of products n Quality of services n Quality of organizations n Trust by transparency, frankness and honesty n Trust in integrated management systems n Trust in the competence of managers and experts n We trust in your courage for assessments and evaluations Konrad Scheiber, CEO