posted 18 April 2001 11:37 AM              

I am thinking of getting into the consulting field for ISO. I have had a company in my area wanting me to come up to see him about setting up a system. Here's the problem:

I have only worked with ISO in manufacturing settings. I would like some pointers from anyone who has implemented or works with a system in a service based industry.

Thanks in advance.

Dawn

posted 19 April 2001 03:25 AM               

Service Industries: generally much easier than manufacturing - really - so long as your not dealing with engineers!!!

Energy is correct in suggesting you look at what the product is. Basically you look at the overall processes from the potential for work thru to final delivery, feedback, sign-off, or even invoice payment. Break the processes down in to bite size, meaningful chunks, they're your procedures.

I'm not a consultant but I've implemented ISO 9000 in Defense, consulting engineering, ambulance, hotel, sport store, swim centre, computer/IT arena, Education, etc. Many have been multiple site.
I've yet to do a supermarket, bank, construction company or a winery. Pity about the winery - I'll keep trying. I've seen plenty of supermarkets and banks that certainly need it!
So it's really easy to apply ISO 9000 in any industry. You get to be inventive.

I've got plenty of example stuff - any particular service industry/area?

NOTE - These come up and see me some time offers often fizz. Don't put too much effort in to it unless you see they're genuinely interested and committed.

posted 19 April 2001 08:52 AM               

> I was just hoping that you could clarify this a little for me. I have no
> experience with service based industries. Do you treat their service as you
> would a product?

Yes. A tire dealership's main product is the installation of tires. But there are other products. If they do alignment, one product would be alignment. BValance tires? What do YOU think???

No different from a company which makes both air valves and electric motors. They have several products. List the specific services you provide and you have a list of your products.

> Their processes, I assume are how they carry out the
> service. This is a tire shop I'm dealing with.

Their processes are many: Taking orders from customers. Installing tires. Balancing tires. Aligning front ends. Placing orders with suppliers. Training employees.

Most tire shops do a lot more now. The place I go does brakes and some other minor repairs and such. These are all processes.

One of the first things you want to do is define what your processes and what your products are. Having said that some companies find it hard to do this - they need a lot of direction.