Episode 27 - S4 - ISO 9001 - What are Practical Metrics

On this episode of the Quality Hub, chatting with ISO experts, host Xavier Francis is joined again by Suzanne Strausser, Vice President of Operations at Core Business Solutions, to continue their journey through ISO 9001 implementation and certification. Suzanne explains how organizations can determine whether their quality management system is ready for certification, including the importance of operating the system long enough to produce evidence, completing internal audits, and conducting meaningful management reviews. The conversation walks listeners through Stage 1 and Stage 2 certification audits, what auditors examine, how employees should prepare, and how organizations should respond when nonconformities are identified. Xavier and Suzanne also explain surveillance audits, recertification, and why certification should not be treated as the finish line, but as part of an ongoing effort to improve processes, business outcomes and more.   Helpful Resources: How is ISO 9001 Implemented?:  https://www.thecoresolution.com/how-is-iso-9001-implemented For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] A Plethora of Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting

In this episode of The Quality Hub, Chatting with ISO Experts, Xavier Francis is joined by Suzanne Strausser, Vice President of Operations at Core Business Solutions, for the first part of a two-part conversation on ISO 9001 implementation and certification. They break down what a Quality Management System really is, where organizations should begin when implementing ISO 9001, how to identify and address gaps, and why effective implementation is about improving the way the business operates—not simply creating paperwork or preparing for an audit. Suzanne also shares practical guidance on documentation, process mapping, leadership involvement, and more as well as deciding whether ISO 9001 compliance or third-party certification is the right path for your organization.   Helpful Resources: How is ISO 9001 Implemented?:  https://www.thecoresolution.com/how-is-iso-9001-implemented For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] A Plethora of Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting

On this episode of The Quality Hub, Chatting with ISO Experts, host Xavier Francis is joined through a collection of conversations by ISO experts Bruce Newman, Kaitlin Wierzbach, Norm Verbeck, Diana Verbeck, and Scott Dawson. Together, they explore what ISO 9001 really says about keeping the customer at the center of an organization’s quality management system. The episode covers how to identify and document customer requirements, maintain effective communication throughout a project, measure satisfaction, respond to complaints, and use feedback to support continual improvement. The discussion also examines leadership’s role, the importance of internal customers, and how changing expectations for personalization, speed, and convenience are shaping the way organizations deliver quality products and services. Helpful Resources: How is ISO 9001 Implemented?:  https://www.thecoresolution.com/how-is-iso-9001-implemented For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] A Plethora of Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting

On this episode of The Quality Hub, Chatting with ISO Experts, host Xavier Francis continues his conversation with consultant Pat Gagner about aligning quality with innovation through digital transformation. In part two, they discuss how organizations can protect cybersecurity, data integrity, and traceability while digitizing ISO processes, including the use of access controls, authentication, encryption, version control, and audit trails. They also examine the growing role of artificial intelligence and automation, the importance of validating AI outputs and establishing appropriate guardrails, and how ISO 42001 can help organizations manage AI responsibly. This episode encourages businesses to take practical, manageable steps toward a more secure, efficient, and data-driven management system. Helpful Resources: How is ISO 9001 Implemented?:  https://www.thecoresolution.com/how-is-iso-9001-implemented For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] A Plethora of Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting More About ISO 42001: https://www.thecoresolution.com/iso-42001-certification Why ISO 42001 Certification Matters: https://www.thecoresolution.com/why-grammarlys-iso-42001-certification-matters  

On this episode of The Quality Hub, Chatting with ISO Experts, host Xavier Francis is joined by consultant Pat Gagner to discuss how organizations can align quality with innovation through digital transformation. They explore how moving beyond paper-based and manual processes can improve documentation, traceability, audit readiness, compliance monitoring, and real-time decision-making within an ISO-based management system. The conversation also examines the role of automation, data analytics, and digital tools in handling repetitive tasks while allowing people to remain focused on judgment, problem-solving, accountability, and continual improvement. Helpful Resources: How is ISO 9001 Implemented?:  https://www.thecoresolution.com/how-is-iso-9001-implemented For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] A Plethora of Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting

In this episode of the Quality Hub, Xavier Francis is joined by Suzanne Strausser, VP of Operations at Core Business Solutions, to break down how organizations can choose practical metrics and KPIs that truly support ISO 9001. They explain the differences between objectives, metrics, and key performance indicators, share examples for customer satisfaction, delivery, quality, training, and more, as well as discuss how to avoid measuring data that adds little value or encourages the wrong behavior. The conversation also offers practical guidance for small and midsized businesses on keeping KPIs simple, meaningful, aligned with customer expectations, and useful for evidence-based decision-making and continual improvement. Helpful Resources: How is ISO 9001 Implemented?:  https://www.thecoresolution.com/how-is-iso-9001-implemented For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] A Plethora of Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting

This week on the Quality Hub, it’s Part 2 of our conversation on building a security-first culture. Host Xavier Francis is joined by Tracy Bear, Manager of Audit Services at Core Business Solutions, to explore how organizations can keep ISO 27001 active and meaningful long after certification. They discuss measuring employee behavior instead of simply tracking compliance, creating a blame-free environment that encourages fast reporting, supporting hybrid and remote employees with practical safeguards and more. The episode also highlights the importance of ongoing training, celebrating security wins, and treating ISO 27001 as a living management system that helps employees work confidently, efficiently, and securely.   Helpful Resources: ISO 27001:  https://www.thecoresolution.com/iso-27001 Who Needs ISO 27001?:  https://www.thecoresolution.com/who-needs-iso-27001-certification The Benefits of ISO 27001:  https://www.thecoresolution.com/the-benefits-of-implementing-iso-27001 For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] ISO 9001 Standards: https://www.thecoresolution.com/iso-90012015-standard-1 Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting  

In this episode of The Quality Hub: Chatting with ISO Experts, host Xavier Francis speaks with Tracey Bear, Manager of Audit Services at Core Business Solutions, about how organizations can build a true security-first culture under ISO 27001. Tracey explains why information security should not be treated as a one-time compliance project or something owned only by IT, but as a company-wide mindset led by top management and understood by every employee. The conversation explores how leadership can make security relatable, reduce blame culture, and help employees see their role in protecting data and much more. Tracey also discusses common cultural barriers, including the belief that security slows work down, the “not my job” mindset, and fear-based reporting, while offering practical insight into creating short, relevant, real-world security awareness training that supports stronger habits every day. Helpful Resources: ISO 27001:  https://www.thecoresolution.com/iso-27001 Who Needs ISO 27001?:  https://www.thecoresolution.com/who-needs-iso-27001-certification The Benefits of ISO 27001:  https://www.thecoresolution.com/the-benefits-of-implementing-iso-27001 For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] ISO 9001 Standards: https://www.thecoresolution.com/iso-90012015-standard-1 Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting  

In part two of this Quality Hub: Chatting with ISO Experts conversation, host Xavier Francis continues the discussion on supplier resilience and quality with Jutta Bangs from the Tennessee APEX Accelerator. This episode focuses on what organizations should document in their quality management system when disruptions force them to use alternate suppliers, substitute materials, or expedite purchasing decisions. Edith explains why documentation is critical for auditors, customer expectations, government contracts, and continuous improvement, while also sharing practical ways businesses can strengthen supplier management without overcomplicating their QMS. From mapping critical suppliers and building qualified backup options to adding resilience into supplier scorecards and more, this episode highlights how organizations can be proactive, prepared, and better positioned when the next disruption occurs.   Helpful Resources: Jutta Bangs:  [email protected] National APEX Accelerator Alliance (NAPEX): www.napex.us How is ISO 9001 Implemented?:  https://www.thecoresolution.com/how-is-iso-9001-implemented For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] A Plethora of Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting

In this episode of The Quality Hub, Chatting with ISO Experts, host Xavier Francis sits down with Jutta Bangs from the Tennessee APEX Accelerator to discuss supplier resilience and quality in the face of modern disruptions. From COVID and tariffs to port delays, labor shortages, and material constraints, many organizations have learned just how fragile their supplier networks can be. Jutta explains why businesses need to move beyond once-a-year supplier evaluations and take a more dynamic, risk-based approach that considers financial stability, geographic exposure, and more. The conversation also explores how ISO 9001 supports stronger supplier management, why relying on a single source can create major vulnerabilities, and how small and mid-sized businesses may find new opportunities as government buyers place greater value on dependable, resilient suppliers.   Helpful Resources: Jutta Bangs:  [email protected] National APEX Accelerator Alliance (NAPEX): www.napex.us How is ISO 9001 Implemented?:  https://www.thecoresolution.com/how-is-iso-9001-implemented For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at [email protected] A Plethora of Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting