ISO 9000
What is ISO 9000?
ISO 9000 is a framework for good management practice, for focusing on customer needs and expectations for any business or organization. It encourages the use of quality control and quality assurance techniques, and encourages quality planning for both products and services.
Target of ISO 9000
The main target of ISO 9000 is to provide good management system for all organizations. ISO 9000 is not a production standard it is not a guarantee of product or service quality. However, ISO 9000 does provide the framework in which a company can establish, document and maintain an effective quality management system. Further, the system provides objective evidence for clients, that the company delivers products and services of high quality and that it takes responsibility for those products and services.
The standard helps to focus on doing things right the first time and every time, for example:
- By focusing the entire organization on customer needs
- By making sure the right resources are available
- By establishing good relationships with suppliers and monitoring their performance
- By providing the most effective quality control for products and services
- By encouraging the development of employees€TM skills and competence.
Principles of ISO 9000
The ISO 9000 standard is based on a good management practice with a strong emphasis on business process control and continual improvement. The standard also provides a platform for developing a culture of total quality management, and includes some principles taken from Total Quality Management (TQM).
There are four main elements in ISO 9001:2000:
- Management responsibility – policy, targets, mapping, quality management system, management review
- Resource management – employees, information, equipment
- Process management – customer satisfaction, design, ordering, and manufacturing
- Measurement, analysis and improvement – audit, process control, continual improvement
The effective implementation of ISO 9000 has many benefits. Initially, most companies want the standard for external reasons; increased market share or to avoid exclusion from bidding. But often, in practice, it is the internal benefits which really give the best returns.
Internal Benefits (the organization internal culture and working practices)
- Better problem solving
- Improved productivity
- Reduced costs
- Improved staff morale
- Better communications
- Improved profitability
External Benefits (client relationships and potential for new business):
- Improved product and service quality
- Better customer relations
- To avoid exclusion from tendering
- Demonstrate concern for quality
Who needs ISO 9000?
Almost all organizations have customers. And the main purpose of the organization is to maintain, and enhance, customer loyalty, through the delivery of excellent service. A formal ISO 9000 certificate provides a great way of achieving this aim.
How to decide?
Your customers may be demanding you have an ISO 9000 certificate. But, if you really want to take the opportunity to improve how your business works, for greater success and profitability, then introducing a formal quality management system is the best reason.
Remember that ISO 9000 is an excellent way of improving customer service and customer loyalty.
