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A service company which is 100% dependent on a huge international operating company is preparing to get the ISO 9001:2015 certification. There is no production of any products involved, also no design. Every single step, all service manuals, training, everything is provided by the principal. The principal itself has an ISO certification and is requesting the contractor to get one as well.
It is not really rocket science to create a quality management system but since the company is located in a corrupt Third World country there are some difficulties.
Some requirements of the ISO are contradicting to the actual working conditions. The principal for example is forcing the contractor to make sure that customer expectations are NOT met let alone exceeded. Because more money can be made if customers are cheated.
But actually the customer in this case is the principal. So to meet the actual customer expectations the service company must not meet the customer expectations of the principal, right?
How to deal best with such a situation?
It is not really rocket science to create a quality management system but since the company is located in a corrupt Third World country there are some difficulties.
Some requirements of the ISO are contradicting to the actual working conditions. The principal for example is forcing the contractor to make sure that customer expectations are NOT met let alone exceeded. Because more money can be made if customers are cheated.
But actually the customer in this case is the principal. So to meet the actual customer expectations the service company must not meet the customer expectations of the principal, right?
How to deal best with such a situation?