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|Measuring What Matters
Isabelle Moore, Cometec Translations
This interactive light-hearted presentation will endeavour to convince that, irrespective of size, measuring what matters in an LSP can be fun! The presentation will involve the audience in identifying performance measures, which drive future profitability and continuous improvement in an LSP. Adapted from the Balanced Scorecard principle, the speaker will share her experience of measuring company performance and of its business benefits, but within the context of ISO9001:2015.
The new international standard requires evidence of an understanding of what should be monitored and measured within a company, how and when monitoring and measurement should be carried out to ensure that the results obtained are valid and at what stage should these results be analysed and evaluated. Performance measurement of data is therefore an essential part of meeting the requirements of the standard. For those LSPs preparing for certification against the new ISO9001:2015 standard, senior management is now required to demonstrate their active engagement in quality management system activities as opposed to simply ensuring that these activities occur. This means that there is now a requirement to ensure that steps are taken to capture and preserve knowledge in the company by collecting, analysing and identifying trends from performance data in all areas of the business, which can then be used to implement change and to drive innovation and growth.
Assuming that financial performance reveals the results of actions already taken, the presentation will encourage business owners to evaluate their business from four other important perspectives i.e. the internal processes established in the business, customer perceptions of the service provided, the innovative practices and opportunities for learning available to staff within the organisation and the contribution of the organisation to its external environment.
The speaker will provide examples, within each of the perspectives of the business, of goals and measures reflecting the overall strategic objectives and vision of an organisation and discuss the steps needed to link quality objectives, process design, acceptance criteria, monitoring and measurement data into the management review framework.
The presentation will also explore other benefits of measuring company performance, ranging from using this data in marketing materials, sales presentations, awards submissions, sharing of performance results with staff, in the preparation of a prospectus when planning a sale of the company and in the integration process after an acquisition.
Co-Director of LSP COMTEC, which Isabella originally founded in 1986, sold in 2002 and re-acquired with daughter, Sophie Howe, in 2007. With offices in the West Midlands and London, COMTEC provides language services to the manufacturing, creative, e-learning and localization industries. Her other focus and interest has been the interface between business activity and public policy, particularly in relation to language skills and women’s enterprise. From 2002 to 2004 first female President of the British Chambers of Commerce and Vice-President of Eurochambres, the association of European Chambers of Commerce, Chairman of the Confederation of West Midlands Chambers of Commerce and from 2004 to 2008 CEO of CILT, the National Centre for Languages. In these roles Isabella initiated research on the impact of language skills on SME performance across EU member states and was member of a High-Level Group on Multilingualism, which made recommendations to the European Commission on EU wide language policies.
Isabella holds Honorary Doctorates from Sheffield Hallam University and Aston University for services to industry and languages and honorary Fellowships from the Chartered Institute of Linguists and Institute of Translation and Interpreting. Isabella’s involvement in women’s enterprise has been as Chair of the National Women’s Enterprise Panel, President of the Eurochambres Women’s Network. Isabella’s current research interest at Aston University Business School is in older female entrepreneurship. She was recently conferred a life-time achievement award by the UK Association of Translation Companies and is a long-standing ATC Council member.