ASQ ISO 26000 PRAC-2011 ISO 26000 in Practice.pdf

1、ISO 26000 in PracticeAlso available from ASQ Quality Press:Sustainable Business and Industry: Designing and Operating for Social and Environmental ResponsibilityJoseph JacobsenAn Introduction to Green Process ManagementSam WindsorISO 26000:2010: Guidance on social responsibilityISOCorporate Sustaina

2、bility Planning Assessment Guide: A Comprehensive Organizational AssessmentDonald C. FisherTransactional Six Sigma for Green Belts: Maximizing Service and Manufacturing ProcessesSamuel E. WindsorANSI/ISO/ASQ E14001-2004: Environmental management systemsRequirements with guidance for useANSI/ISO/ASQT

3、he Certified Six Sigma Green Belt HandbookRoderick A. Munro, Matthew J. Maio, Mohamed B. Nawaz, Govindarajan Ramu, and Daniel J. ZrymiakThe Quality Toolbox, Second EditionNancy R. TagueThe Certified Manager of Quality/Organizational Excellence Handbook, Third EditionRussell T. Westcott, editorThe Ce

4、rtified Six Sigma Black Belt Handbook, Second EditionT. M. Kubiak and Donald W. BenbowThe Certified Quality Engineer Handbook, Third EditionConnie M. Borror, editorRoot Cause Analysis: Simplified Tools and Techniques, Second EditionBjrn Andersen and Tom FagerhaugTo request a complimentary catalog of

5、 ASQ Quality Press publications, call 800-248-1946, or visit our Web site at www.asq.org/quality-press.ASQ Quality PressMilwaukee, WisconsinISO 26000 in PracticeA User GuideMichelle S. Bernhart and Francis J. “Sonny” MaherAmerican Society for Quality, Quality Press, Milwaukee 53203 2011 by ASQAll ri

6、ghts reserved. Published 2011Printed in the United States of America17 16 15 14 13 12 11 5 4 3 2 1Library of Congress Cataloging-in-Publication DataBernhart, Michelle.ISO 26000 in practice : a user guide / Michelle Bernhart and Sonny Maher.p. cm.Includes bibliographical references and index.ISBN 978

7、-0-87389-812-6 (soft cover : alk. paper)1. Social responsibility of businessStandardsHandbooks, manuals, etc. I. Maher, Sonny. II. Title.HD60.B47 2011658.408dc22 2010049701ISBN: 978-0-87389-812-6No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying,

8、 recording, or otherwise, without the prior written permission of the publisher.Publisher: William A. TonyAcquisitions Editor: Matt T. MeinholzProject Editor: Paul OMaraProduction Administrator: Randall BensonASQ Mission: The American Society for Quality advances individual, organizational, and comm

9、unity excellence worldwide through learning, quality improvement, and knowledge exchange.Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, video, audio, and software are available at quantity discounts with bulk purchases for business, educational, or instruction

10、al use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 53201-3005.To place orders or to request ASQ membership information, call 800-248-1946. Visit our Web site at http:/www.asq.org/quality-press.Printed on acid-free pa

11、pervTable of ContentsList of Figures, Tables, and Boxes. viiForeword ixAcknowledgments . xiChapter 1 Introduction and Approach 11.1 A Unique Standard . 11.2 Our Approach . 2Chapter 2 Building the Social Responsibility Foundation 72.1 Determining Your Social Responsibility Destination. 102.2 Beginnin

12、g the Paradigm Shift. 132.3 Planning for Social Responsibility Implementation: The Self-Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142.4 Planning for Social Responsibility Implementation: Identify and Build the Team 36Chapter 3 Implementing Social Responsibility . 473.1 K

13、ey Factors for Implementing the Standard 48Recognize Current Social Responsibility Performance . 48Become Proficient in Some Social Responsibility Process Fundamentals 493.2 Determining the Sphere of Influence . 493.3 Identifying and Prioritizing Stakeholders 54Reference the Guidance of the Standard

14、 and of Other Documents . 56Identify Current Internal and External Stakeholders and Engagements 57Reference the Organizations Social Responsibility Strategy, Policies, and Objectives 58Map Current Stakeholders and the Type(s) of Engagements Involved and Planned 58vi Table of ContentsPrioritize Stake

15、holders and Decide on the Engagement Approach(es) for Each 593.4 Conducting Due Diligence . 613.5 Identifying Relevant and Significant Issues 64Using ISO 26000 to Identify What Is Relevant and Significant 64The ISO 26000 Criteria for Determining Social Responsibility Issue Relevance 67The ISO 26000

16、Criteria for Issue Significance 72The ISO 26000 Criteria for Issue Prioritization . 753.6 Conducting a Social Responsibility Gap Analysis . 78Use and Enhance Existing Systems Where Feasible 823.7 Using Your Current Management System(s) with ISO 26000 823.8 Choosing New Systems or Tools to Implement

17、Your Social Responsibility Strategy. 893.9 Integrating, Measuring, and Reviewing Social Responsibility Performance 90Integrate Social Responsibility into the Line . 90Measure Social Responsibility Performance 93A Brief Word on Governance . 96Chapter 4 Communicating, Monitoring, and Improving Social

18、Responsibility 994.1 Applying Communications Principles. 1004.2 Building Stakeholder Engagement and Aligning Communications . 104Making the Internal Case for Social Responsibility 105Engaging External Stakeholders . 1064.3 Developing Key Messages and Planning Internal and External Communications 107

19、Crafting Key Messages 108Developing the Communications Plan 1094.4 Reporting. 1104.5 Enhancing Credibility . 113Creating Mutually Beneficial Alliances . 1154.6 Monitoring and Improving Performance 117References . 121About the Authors . 123Index 125viiList of Figures, Tables, and BoxesTable 1.1 Sugge

20、sted steps for implementing ISO 26000. . 4Figure 2.1 The social responsibility continuum: where do you want to go? . 10Box 2.1 Sorting out the terminology. 11Table 2.1 Self-assessment activities. . 17Table 2.2 Social responsibility context and characteristics (Midget Widgets). . . . . . . . . . . .

21、. . . . . . . . . . . . . . . . . . . . . . . 18Table 2.3 Assessing the implications of organizational culture on social responsibility implementation (Midget Widgets). 23Table 2.4 Social responsibility actions, accomplishments to date (Midget Widgets). . . . . . . . . . . . . . . . . . . . . . . .

22、. . . . . . . . . . . 27Box 2.2 Finding your location on the continuum. 29Box 2.3 Deciding when to set targets. . 37Box 2.4 How to channel employee initiative toward social responsibility objectives (Midget Widgets). . 37Table 2.5 Roles, responsibilities, and considerations. 39Table 2.6 Social respo

23、nsibility implementation plan. 46Box 3.1 The value chain versus the supply chain. 51Figure 3.1 Where to draw a reporting boundary? 53Box 3.2 Sphere of influence. 53Table 3.1 Sphere of influence summary table for Midget Widgets. . 54Table 3.2 Part of the Midget Widgets stakeholder map. 60Box 3.3 The

24、meaning of respect. . 62Table 3.3 ISO 26000 guidance on due diligence and interpretation. 63Box 3.4 Legal requirements versus international norms. 65Table 3.4 Criteria that ISO 26000 uses to determine issue relevance, and selected examples. 68Table 3.5 Limited examples of issues with core subjects f

25、or Midget Widgets. . 71Table 3.6 The ISO 26000 issue significance criteria and comments on usage. . 73Table 3.7 Using ISO 26000 criteria to rank selected Midget Widgets social responsibility issues (simple and complex). 74Table 3.8 ISO 26000 prioritization criteria and comments. . 76Table 3.9 Factor

26、s to consider when collecting and managing data. . 77Table 3.10 Identification of social responsibility attributes at Midget Widgets for gap analysis. 79Box 3.5 Gap analyses and cooperative arrangements of initiatives/ tools/instruments and ISO 26000. . 80Table 3.11 An example of a limited social re

27、sponsibility gap analysis for Midget Widgets. 81Table 3.12 Guide to using ISO 14001 to implement ISO 26000. 83Table 3.13 Social responsibility initiatives and tools for each step of plan implementation. . 91Table 4.1 Principles for implementing and communicating social responsibility. . 102Box 4.1 T

28、ypes of greenwashing. . 103Table 4.2 Creating key messages for social responsibility communication and engagement. 108Box 4.2 Key messages about social responsibility (Midget Widgets). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Table 4.3 Best practices for W

29、eb sites on social responsibility. 111Box 4.3 Trends in social responsibility reporting. . . . . . . . . . . . . . . . . 114Table 4.4 Questions to ask before creating an alliance for social responsibility. . 116Box 4.4 Additional communications and reporting resources. 118viii List of Figures, Table

30、s, and BoxesixForewordThis is an important book. As we watch once trusted icons of strength and virtue succumb, one after another, to breakdowns in internal gov-ernance and to implausible but real failures to address clear respon-sibilities, ISO 26000 could not have come at a better time. Yet the gr

31、eatest strength of this new ISO guidance standard on social responsibilityits all-encompassing scope and coverage of numerous social responsibility issues deemed important by the 400 multi-disciplinary, global stakeholders who developed itis also intimidating to the potential user.Bernhart and Maher

32、 show how to take the first bite of this apple, and the second, with each bite bringing the user a greater degree of comfort that their organizations essential obligations are recognized and on their way to being addressed. The standard is voluntary, but an organizations social responsibilities are

33、fundamental to the right of existence. The organization can pursue its mission, but it must meet the expectations of civil society. Bernhart and Maher point the way for organizations to analyze the expec-tations that apply specifically to their organization, to map out and imple-ment programs to add

34、ress them and, indeed, to leverage them in support of their mission.This book is not a substitute for the standard; it is a tool to bring the standard to life within an organization. Because many of those in its most likely audience are quality professionals, users are led to obvious link-ages betwe

35、en quality and social responsibility and the importance of good management. Due to the concern of many authors that the standard could become a mandatory management system standard in parallel to ISO 9001 and ISO 14001, the standard was written as guidance. But clearly, ISO 26000 will be most effect

36、ively implemented by a thorough management system, one that links governance, quality, environment, safety, risk man-agement, community relations, and other functions with the social respon-sibilities of the organization. In particular, this book helps the user deal with the overwhelmingly broad sco

37、pe of the standard. Bernhart and Maher lead the user into social responsibility implementation using ISO 26000 through the eyes of Midget Widgets, a hypothetical, small manufacturing company, using tools and language that will be familiar and comfortable even in the smallest organi-zation. Yet even

38、large, multinational organizations will find the book useful in taking social responsibility from the corporate headquarters to its mul-titude of facilities.This book is easy to use and filled with helpful tips, tables, and exam-ples, yet it will bear re-reading as the user undertakes social respons

39、ibil-ity and begins to appreciate just how much valuable knowledge has been packed into so few pages.Dorothy P. BowersChair, U.S. Technical Advisory Group to ISO 26000 (20062009)x ForewordxiMichelle Bernhart. I am deeply grateful to my familyPriyanka, Alex, Anna, and Mikewho respected my wishes for

40、solitude on too many eve-nings and weekends, when only the intermittent sounds of keyboard tap-ping (no doubt much of it backspacing over unsatisfactory text) hinted at my presence in the house. I also gratefully acknowledge the staff and exec-utive board of the International Association of Business

41、 Communicators, whose support for this standard and my involvement in its development over almost four years contributed much to the guidance on stakeholder engage-ment, communications, and other parts of ISO 26000.F. J. “Sonny” Maher. I dedicate my contribution to this book to my extended families

42、in the U.S.A. and Australia. Special thanks go to Fosh and Xave. I am also most grateful to Mr. and Mrs. B. Shardplank Wooster for the illustrations.The authors jointly express their thanks to Bill Tony, Matt Meinholz, Paul OMara, and the rest of the team at ASQ Quality Press. Their expert guid-ance

43、 and support helped to make this books development a pleasure. In addition, we have appreciated over the years the strong leadership and good humor of Jorge Cajazeira, Staffan Sderberg, Kristina Sandberg, Eduardo Campos de So Thiago, and the tireless Jonathon Hanks. We are grateful to each of you.Fi

44、nally, we are most indebted to the 400 members of the Working Group on Social Responsibility, whose diverse ideas, vigorous debate, dili-gent work, and shared commitment to reaching consensus on even the most controversial issues made this standard possible.Acknowledgments(This page intentionally le

45、ft blank)11Introduction and ApproachThe price of greatness is responsibility.Sir Winston ChurchillKEY QUESTIONS FOR CHAPTER 1 1. What is ISO 26000?2. Why a book on ISO 26000?3. What is the approach used in this book?1.1 A UNIQUE STANDARDISO 26000 is a voluntary guidance standard that attempts what n

46、o other global standard on social responsibility has: to consolidate in one place the fundamental expectations of organizations regarding their responsibil-ities to society. Because the standard was developed by a global, multi-stakeholder groupconsisting of thousands of contributors and reviewers f

47、rom more than 90 countriesthe standard addresses the wide landscape of social responsibility and provides valuable context for implementation in all types of organizations around the world.For each of seven core subjects, the standard provides information on scope, relationship to social responsibil

48、ity, related principles and consid-erations, and related actions and expectations. It also provides guidance for integrating social responsibility throughout the organization. This 2 Chapter Oneintegration is fundamentally transformative. It helps us connect the dots between social responsibility an

49、d quality, procurement, health and safety, communications, and many other functions, in turn strengthening each one.ISO 26000 does this within the broader library of related standards that focus on one aspect of social responsibility, such as the Global Reporting Initiative Sustainability Reporting Guidelines (for public disclosure), AccountAbility 1000 series (for assurance), and ISO 14001 (for environmental management), as well as initiatives like the United Nations Global Compact, Equator Principles, and Millennium Development Goals, which provi