Welcome to the next in our series of Q&A sessions with our excellent trainers. In this Q&A, we sit down with Claire Bingham, our Perth-based Integrated Management Systems Lead Auditor trainer, to explore the role of ISO standards, common misconceptions, and the real-world impact of ISO certification on organisations.
RTP: Can you explain what ISO Management Systems are and why they are important?
Claire: ISO Management Systems are based on voluntary standards that provide organisations with a globally recognised framework for implementing business processes across different areas, such as quality, environmental management, or information security. These standards are important because they provide a uniform structure that enhances operational efficiency and makes it easier to communicate with stakeholders around the world.
RTP: How do ISO standards contribute to an organisation’s overall performance?
Claire: ISO standards build confidence among stakeholders by showing that the management systems are effective and continually improving. They help organisations identify inefficiencies, which can prevent negative outcomes like customer complaints or regulatory intervention. Internally, ISO-aligned management systems clarify roles and responsibilities, improve worker morale, increase productivity, and reduce the need for rework. These standards really support long-term success.
RTP: What are the most common misconceptions about ISO certification?
Claire: Many people think ISO certification is overly complicated and bureaucratic. While the process does require effort, it’s designed to streamline operations, not create unnecessary paperwork. Once systems are in place, organisations often find that their processes run more smoothly.
RTP: What are the key benefits for an organisation to become ISO certified?
Claire: Certification provides external recognition that the organisation’s systems are robust and continually improving. This can be a major advantage when dealing with customers, regulators, suppliers, and employees. It also opens up opportunities for entering new markets and differentiating the business from competitors.
Training and Tailoring ISO Knowledge: Claire’s Approach
RTP: What is the most rewarding part of being an ISO Management Systems trainer?
Claire: Aside from the usual perks of getting paid and free food? [laughs] Honestly, I love debunking the myths around ISO standards. People often find them intimidating, but I break them down so they’re easy to understand and relatable. It’s so satisfying when I see that “aha” moment in my students where they realise the standards aren’t as complex as they thought.
RTP: Can you share a success story where your training significantly impacted an organisation?
Claire: One standout moment was working with a student who was blind. The course typically relies on visual aids, but the student used a system that could read slides and workbooks. I had to adjust my delivery by providing more verbal cues about slide titles and page numbers. It was a challenge, but by the end of the course, the student felt fully included and left with the knowledge and confidence to apply ISO principles in their workplace.
RTP: What are the most challenging aspects of training people on ISO standards?
Claire: One of the biggest challenges is balancing the needs of different learners. Some people finish tasks quickly, while others need more time. Keeping everyone engaged and making sure no one feels pressured is key. Additionally, while it’s important to have fun during training, I always ensure it’s a safe and respectful environment where everyone’s views are valued.
ISO Auditing: Insights from the Field
RTP: What are the most common issues you find during ISO audits?
Claire: I often see non-conformances either not being raised or not addressed properly. Another common issue is internal audits—they’re either not being done at all or done poorly. Management reviews can also miss critical elements required by the standards. Some organisations overlook hazards like psychosocial risks or the consumption of raw materials, which can lead to non-conformances.
RTP: How do you ensure impartiality and objectivity during an audit?
Claire: Professionalism is key. I never accept lunch invitations beyond a standard working lunch, and I avoid social engagements with clients outside of work. While I engage with clients on a personal level to keep the audit from becoming too dry, I’m careful to set clear boundaries. An auditor’s role is to assess based on facts, not opinions. If clients bring up issues during interviews, I look for evidence to verify those concerns, but I make sure my judgment remains objective.
RTP: Can you describe a particularly challenging audit and how you handled it?
Claire: One of the most challenging audits involved issuing a major non-conformance (NC) related to leadership. I knew it could trigger an appeal, so I notified the certification body and sat down with senior management to explain my reasoning. While one manager agreed with my findings, the other was resistant. To resolve the situation, I prepared a presentation outlining the organisation’s six-year history of unresolved non-conformances. Presenting the facts in a clear, non-emotional way helped them understand the seriousness of the issue.
Looking Ahead: ISO Certification and Organisational Growth
RTP: How can companies leverage ISO certification to stay competitive in a rapidly changing market?
Claire: It’s important to ensure that the certification contract is structured correctly. For instance, under multisite conditions, you can reduce audit time through a sampling plan, rather than auditing each site individually. Also, organisations that perform well during audits are often rewarded with reduced audit durations, sometimes up to 30% shorter. Consistently demonstrating conformance to the standards can give companies a real competitive edge.
RTP: What qualities are essential for someone in your field?
Claire: Clear communication, honesty, approachability, and confidence are crucial. But you also need humility—you have to be open to learning from others, whether it’s during a training session or an audit. That balance makes all the difference in this field.
Claire’s passion for ISO standards and her ability to break them down for others makes her a highly sought-after trainer and a trusted auditor. Her insights remind us that ISO certification is more than just a label—it’s a tool that helps organisations grow, improve, and thrive in an increasingly competitive market.
Thank you to Claire for her time and participation in our Q&A series. Stay tuned for another Q&A with another of our awesome trainers in the coming weeks.
