UPDATE FROM DEBBIE CHIN
Standards and Conformance Infrastructure Review
I advised in last month's Touchstone that a review has been initiated by the Ministry of Economic Development of the five agencies that make up New Zealand's Standards and conformance infrastructure. The terms of reference for the review are now finalised. The purpose of the review is 'to develop proposals for a viable and well-functioning standards system that meets the needs of regulators, the industry and consumers into the foreseeable future'. The review will result in a paper to Ministers by October 2012 'identifying the opportunities and pressures facing New Zealand's national standards system, options for addressing these opportunities and challenges, assessment of these options, and recommendations for Ministers' approval'. We will keep you updated and let you know how you can provide input when we have further details on project planning.
Customer Satisfaction Survey – results for 2012
I am delighted to share the results of this year's independent web-based performance survey of stakeholders. The survey was conducted between 16 April and 1 May this year through independent research company, Andrew Fletcher Consulting. More than 11 615 stakeholders were invited to participate – this year, responses totalled 1382 and the margin of error was +/– 2.5%.
The results from Standards New Zealand's annual survey are integral to our key performance indicators which are included in our Statement of Intent (as targets), and in our Annual Report (as results against those targets). All our staff also have team-based stakeholder satisfaction targets included in their personal performance objectives.
In the 2011/12 survey, we maintained satisfaction with our performance among development clients and purchasing customers on the majority of measures – this is a credit to my team here at Standards New Zealand; to our development committee members who generously contribute their time, talent, and effort; our funding clients who enable the development process to continue; and all our customers who continue to be a delight for us to provide service to.
These performance measures are the result of our individual and collective focus on maintaining and improving what we do for stakeholders and I am proud to say these results show our efforts continue to make a difference.
View this graph, Perfomance ratings for purchasing Standards, 2011 and 2012, as a larger image.
Summary of results
- Overall purchaser satisfaction with the supply of Standards rated 6.04 out of 7, compared with 6.04 last year
- Overall sponsor satisfaction with the quality of service received for Standards development rated 5.97 out of 7, compared with 5.91 last year
Membership rated 5.13 out of 7 for providing value for money, compared with 5.17 last year
- The Standards used rated 5.10 out of 7 for providing value for money, compared with 5.12 last year
75% of all orders placed by respondents were placed through our webshop (compared with 77% last year)
47% of respondents purchased overseas Standards through Standards New Zealand's webshop (compared with 54% last year), along with another 16% purchasing through us by phone, email, mail, fax, or Asset Plus.
A farewell at Standards New Zealand
Many of you will know Shona Weller, our General Manager, Customer Services and Sales, who has been with us at Standards New Zealand for 4 years. I regret to advise that Shona will be leaving us on Friday 20 July.
I want to acknowledge the hard work and commitment Shona has shown during her time at Standards New Zealand, both as a member of the senior management team and as leader of the Customer Services and Sales team.She has been a key contributor to the transformation of Standards New Zealand and has been influential in ensuring some very successful results over those years, achievements which she can justifiably be proud of.
I know that Shona's appreciation of the part Standards play in the lives of New Zealanders has grown significantly since she joined us in 2008 and she will always be a strong advocate for the benefits of standardisation. I wish to take this opportunity to publicly acknowledge the dedication and major contribution Shona has made and wish her all the best for the future.
As a result of a reorganisation within Standards New Zealand, the Customer Services and Sales team will now come under the leadership of Derek Baxter (Bax) our Sales Development, Product Marketing, and Customer Services Manager. This change reflects our decision to focus strongly on new product development over the coming 12 – 16 months to meet the evolving needs of our current and future customers. Michelle Wessing will lead our newly formed group combining Standards development and Corporate Services – a merger of innovative thinking with diligent back office services. I am confident that we have a strong team to build creative and effective solutions and services for all our clients.
Congratulations and thank you to longstanding committee members
Congratulations to Patricia Cunniffe who has been made a Member of the New Zealand Order of Merit (MNZM) in the Queen's Birthday Honours. A tireless consumer rights advocate and a stalwart supporter of Standards and standardisation, Patricia has been a consumer representative on national Standards committees for over 10 years and was recognised by her peers with a Standards New Zealand Meritorious Award in 2002 and, in 2009, received the inaugural Standard Council's award for Outstanding Contribution to Standards and Standardisation.
In March, Patricia participated in the inaugural IEC Strategy Group meeting on Ambient Assisted Living which was held in Frankfurt, Germany. You can read more about this important area of Standards development in this issue of Touchstone.
And a huge thank you to Janet Gough for the significant contribution she has made to the development of Standards, particularly in the area of risk management. Janet recently retired from joint risk management Standards committee OB-007. You can read more about Janet's achievements in Touchstone.
New Standard on sunscreen
A revised joint Standard for sunscreens covers not only sunscreen products, but also captures a wider level of cosmetics containing sun protection factor.
AS/NZS 2604:2012 Sunscreen products – Evaluation and classification recommends an SPF of 50+ which will add to the level of protection for New Zealanders from the harm of the sun. It also states that the words 'waterproof', 'sunblock', and 'sweat proof' are misleading and not permitted. There is more on the new Standard in Touchstone.
Standards New Zealand SOI 2012 – 2015
Our 2012 – 2015 Statement of Intent is now available on our website. Our SOI sets out our three strategic priority areas for the next 3 years – focused, strategic, stakeholder engagement; more responsive products and services; and maintaining viability and market relevance – and how we will seek to realise them.
Rooms for hire
Standards New Zealand has a range of meeting rooms for hire. From meetings for as few as two people to seminars, conferences, or training for up to 60 people, we can accommodate your needs.
We are located in the heart of the Wellington CBD, with parking and accommodation next door. We can also supply catering and a full range of meeting room equipment.
Contact us next time you need a venue. Please visit our website for more information.
Debbie Chin, Chief Executive
Standards New Zealand