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ISOtec
and ISO 9000
ISO 9000:2000 -
the new fully revised quality management system - ISOtec are ready to assist your needs - click here for details
Click
here for ISO 9000 training for: introduction, transition, internal auditor, lead auditor, tutored audits and
Guidance for Top Management
What
is ISO 9000 – the Quality Management Standard?
ISO 9000 is emerging for many companies
around the world including the United States as a standard to implement within their
business. ISO 9000 is an internationally recognized standard that sets the requirements
for establishing and maintaining an effective quality management system. It provides
confidence to your customers of your organization's commitment to quality. It encourages a
system of continuous improvement that provides quality time after time through the
prevention of error so as to achieve total customer satisfaction. Although written in
terms of a manufacturing process, the requirements of the standard are generic to all
businesses (in fact the new ISO 9000:2000 standard released in December 2000 is written as a generic process model for all industry and not just for
manufacturing).
Surprisingly many companies still do not realize the full objectives and powerful benefits
of implementing an ISO 9000 system. The following section helps to explain what the ISO
9000 standard is all about:
- What is quality? When applied to a
physical product, you can visually inspect, measure or test for quality e.g. the cut,
clarity, carat and color of a diamond. When examining a management system, how can you
inspect, measure or test the quality and effectiveness of the system? If you can’t
measure or test for it, how can you consistently produce good quality first time and all
the time?
- Why do you need quality? Customer
satisfaction is often recognized as the most important factor in maintaining an
organization’s competitiveness and for achieving business success. Customer
requirements are often incorporated in "specifications". But having a quality
product or service that meets the customer’s requirements is not enough if there are
deficiencies in the management system that supply and support the product. It is no good
having the best chef in town if your supplier has just given you rotten vegetables and you
deliver the wrong meal on dirty plates after two hours’ delay. That example may be a
bit extreme; but your business needs a quality management system to maintain your
capability to meet or exceed your customers’ requirements every time - the
assurance of total customer satisfaction through the prevention of error. Satisfied
customers become repeat customers because they enjoy or even rely on the quality service
you provide – and repeat business is money in the bank for years to come.
- Why ISO 9000? ISO 9000 is an
internationally recognized standard that sets out the requirements for establishing and
maintaining an effective quality management system. The ISO 9000 standard describes
features that a quality system should include - but does not tell you how your
organization should implement them (A bit like playing football - anyone can read the
rules but a winning team needs tactics and strategies from an experienced coach - which is
where ISOtec can help you). How your organization documents and operates a quality system
is dependent on your products, processes, objectives and practices. Proof of an
effective ISO 9000 system provides confidence to your customers of your
organization’s commitment to customer satisfaction. ISO 9000 encourages a system of
continuous improvement within your process that provides quality time after time through
the prevention of error so as to achieve total customer satisfaction. Although originally
written in terms of a manufacturing process, the requirements of the standard are generic.
ISO 9000 can be applied to all product categories in any industry or economic sector,
large or small – from car manufacturers to medical services; from small job-shops to
hotels; even public services such as the police department; or back offices (who are often
treated as just part of a larger process rather than as a separate unit that also needs to
meet targets so as to provide "customer satisfaction" to its Head Office).
- What are the benefits? The benefits of
using an internationally recognized standard such as ISO 9000 are enormous. The quality
certificate acts as a badge of excellence that provides a distinct marketing tool and
competitive advantage over your rivals. Also, many customers now require proof that your
quality management system meets ISO 9000 requirements before they will let you tender.
Similarly, some banks require ISO 9000 as proof of your management ability before
providing a loan. However, ISO 9000 is more than just a badge or a key to access some
customers. The ISO 9000 management system is aimed at achieving customer satisfaction by
meeting or exceeding customer expectations through continuous improvement and the
prevention of error and non-conformities. This continuous improvement is the starting
point of building excellence into every activity of your business – a concept known
as total quality management or TQM. Not only will you improve the satisfaction of your
external customers but you can target your "internal customers" as well. As the
saying goes "everyone has suppliers; everyone is a supplier; everyone has customers;
everyone is a customer". So now you have the foundations for applying or demanding
total customer satisfaction at every process within your organization. But business
excellence and TQM are another story.
- The benefits of ISO 9000 can include:
- Increased efficiency and productivity
- Faster response times
- Reduced waste and rework costs
- Better communication throughout the company
- Less disputes through improved contract review
- Improved employee training
- Increased employee satisfaction & retention
- More effective and organized management
- Less management fire-fighting and frustration
- Avoidance of relying on the talents of key employees
- Less reliant on the availability of good employees
from the unemployment pool
- Less accidents
- Increased market share
- the start of performance excellence through TQM
- Better access to international markets
- Increased customer satisfaction
- Increased customer referrals and repeat business
- Increased profits
- ……………...the list is endless!!!!
The
way forward - how ISOtec can help you.
Implementing a good system takes time – typically
six to twelve months but shorter time periods are feasible. And the process need not be
expensive - in fact ISOtec provides a range of methods for you to choose from that can
then be adapted to suit your exact circumstances and needs. Operating and improving
your quality management system can become the essential life-blood of many businesses as
you strive towards total customer satisfaction and business excellence; but the initial
setting up and implementation of that system can have a negative influence by diverting
your attention away from your core business. This is one reason why businesses bring in
outside help such as ISOtec. ISOtec also brings enormous experience and expertise from
successfully implementing management systems across many industries. ISOtec prides itself
in ensuring that your written procedures are complete but flexible so that they compliment
your process and not hinder it with unnecessary paperwork. Some training will also be
required to a few personnel so that they can regularly audit your system to ensure its
continued effectiveness and compliance. When our management systems are fully documented
and implemented along with the proper training for your employees, then your business will
produce consistently high levels of quality resulting in sustained customer satisfaction
and towards the achievement of business excellence.
Below are some sample ways in which
ISOtec might provide assistance to you:
Method |
1 |
2 |
3 |
4 |
| ISOtec's work |
95% |
50% |
20% |
5% |
| Client's work |
5% |
50% |
80% |
95% |
| ISOtec's scope of work: |
Provide full consultancy
service including training, procedure writing, implementation and pre-audits |
Provide training, writing the
management procedures, assistance in implementation and pre-audits |
Provide training and advice /
assistance in procedure writing, implementation and pre-audit including site visits. |
Provide training and advice on
procedure writing, implementation and pre-audit - normally all carried out off-site. |
| Client's scope of work: |
Attend training; takeover
ownership of completed ISO 9000 process |
Attend training, write the
main process procedures (i.e. your business), implement procedures and carry out pre-audit |
Attend training, write all
procedures, carry out implementation and audits. |
Attend training, write all
procedures, carry out implementation and audits. |
The cost of training (which is virtually
the whole cost of method 4 above) could be further reduced by attendance on our public open courses or our ISO
9000 consortium (regular training sessions at a local venue in "consortium"
with representatives from other companies).
Please contact us to obtain more information and to
arrange a free consultation. We will be happy to visit your offices to discuss how our
processes can benefit you and the best method for achieving your goals.
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