ISO 9001 and the HR Function - Developing a Total Quality Management System for HR

[Navillus]

I’m delighted to find this forum and appreciate all the hard work that goes into creating and maintaining a site like this.

I work for a large global organization that wants to develop a total quality management system for the HR function using ISO 9000 as a framework. I have no background with ISO but in reviewing the family of standards, it appears to me that ISO 9001:2008 provides the best alignment with what the organization wants to accomplish. Is my thinking on the right track?

I’m looking for general input as well as specific “where to begin” advice. Understanding the standards are intended to be implemented organization wide, how might I find guidance or examples of organizations that applied them to a single functional area? Should I purchase the ISO requirements document? I really don't know where to start.

 

[SteelMaiden]

Re: ISO 9001 and the HR Function

You certainly could use the ISO 9001 model for a single functional area, even though most of us see it implemented within an entire organization. If you choose to use this model, I would suggest that you purchase the standard.

Now, as to how to and where to start? There is a search function at the upper right, you'll see it in yellow text. There are several threads that discuss how to go about implementation of the standard. There is also a list of related topics listed at the bottom of the page for each thread. There is also a green box up in the upper left that says "Post Attachments List" you will find a wealth of attachments there that posters have shared throughout the years. Good stuff and examples you can use.

Other than that? I usually recommend that people find and attend an implementation class. I read, reread, and read again, the standards, but after I took my implementation class, things started to make sense. Are there organizations in your area that are registered? You can visit there and perhaps find a mentor or two. And, the most important, don't be afraid to ask questions here. This is a wonderful resource and you'll learn lots here.

 

[Big Jim]

Re: ISO 9001 and the HR Function - Developing a Total Quality Management System for H

I’m delighted to find this forum and appreciate all the hard work that goes into creating and maintaining a site like this.

I work for a large global organization that wants to develop a total quality management system for the HR function using ISO 9000 as a framework. I have no background with ISO but in reviewing the family of standards, it appears to me that ISO 9001:2008 provides the best alignment with what the organization wants to accomplish. Is my thinking on the right track?

I’m looking for general input as well as specific “where to begin” advice. Understanding the standards are intended to be implemented organization wide, how might I find guidance or examples of organizations that applied them to a single functional area? Should I purchase the ISO requirements document? I really don't know where to start.

I would strongly recommend that you buy the standard, although the part that mostly involves HR is not even one page of the standard. Most of what you need is in element 6.2.

In the most basic of terms, it says that people need to be competent. Competency can be from education, training, skills, and experience.

Further it says that the organization (your company) needs to determine the competencies need for people to perform their job. These competencies are often shown of job descriptions, but they can be simply listed by job title.

Then it says the organization needs to show how those competencies were acquired be it from training or from education or experience, so that you can demonstrate that they are competent with records. You also need to show that you have confirmed that any training was effective.

 

[Navillus]

Re: ISO 9001 and the HR Function - Developing a Total Quality Management System for H

I apologize for the basic level of my questions but the more I’ve read the more confused I’ve become. I told my boss ISO 9001 appears to provide the specific guidance we could use as a framework for developing a TKMS for the HR function. His response: “no I want to use ISO 9000 as a framework”. I’m not sure what to do with this. ISO 9000 looks to me like a very broad set of guidelines and I don’t know how to use it to shape a quality program for a single functional area. I’m wondering if this is a semantics issue. By using the 9001:2008 guidelines would it still be correct to see we’re using ISO 9000 as a framework?

I’m going to purchase the standard and, as suggested, I’ve been searching this site. There’s lots of good stuff on implementing / certifying for the entire organization but that isn’t helping me frame my thinking about just using the guidelines as a framework. Perhaps no one uses them as principles for developing a TQM for one function of an organization but since it really is a proven framework, it seems worth doing. Any guidance on how to structure my thinking or where to look for more information is appreciated.

 

[SteelMaiden]

Re: ISO 9001 and the HR Function - Developing a Total Quality Management System for H

although the part that mostly involves HR is not even one page of the standard. Most of what you need is in element 6.2.

True, but the rest of the standard applies to all processes, and if you look at it like the HR dept is providing services to the rest of the organization, the entire standard applies.

ISO 9000 is not a standard, it is a guidance document defining vocabulary and the fundamentals of the standard. ISO 9001 is the standard itself.

 

[Navillus]

Re: ISO 9001 and the HR Function - Developing a Total Quality Management System for H

True, but the rest of the standard applies to all processes, and if you look at it like the HR dept is providing services to the rest of the organization, the entire standard applies.

ISO 9000 is not a standard, it is a guidance document defining vocabulary and the fundamentals of the standard. ISO 9001 is the standard itself.

Since ISO 9001 is the standard why do companies say they are ISO 9000 certified?

 

[SteelMaiden]

Re: ISO 9001 and the HR Function - Developing a Total Quality Management System for H

Since ISO 9001 is the standard why do companies say they are ISO 9000 certified?

If they have a clue, they don't.

Sometimes I think it is just a way of shortening it up, many just say ISO certified, and there are tons of ISO certification schemes.

 

[Peter Fraser]

Re: ISO 9001 and the HR Function - Developing a Total Quality Management System for H

Bear in mind that ISO9001 is not a model for designing a management system, it is a standard for assessing one. One of the criticisms of the way in which previous versions of the standard was used was that many system descriptions were structured around the sections of the standard rather than the way the organisation operates. Even the current version of the standard (which requires you to identify and manage your business processes, ie how you work) does not always achieve that result.

I would suggest that you concentrate on defining how you / your department / the organisation meets its objectives ("how work is done") before you look at the detailed requirements of a standard. It sounds as though your requirement is to define a system which helps you to manage and operate efficiently rather than (just) to comply with an external standard.

ISO9000 does cover the Fundamentals, and ISO9004 goes further than ISO9001 in terms of guidance, but bear in mind that the revision process has started for all 3 standards, and (certainly here in the UK) there are some significant possible improvements being drafted within the CQI. But the review process is so involved that you won't see the next revision for years yet!

 

[Navillus]

Re: ISO 9001 and the HR Function - Developing a Total Quality Management System for H

Thanks Peter. There is quite a bit of process improvement taking place in the HR function and their desire is be more strategic about quality. They envision a mission, a set of tactical objectives and a set of competencies that are key long-term (based on the tactical objectives).

While the objective is not compliance with an external standard, the thought is to design or structure the program in a manner that would align with an established measurement standard. Does it make sense to use ISO in this way or are they barking up the wrong tree?

 

[RosieA]

Re: ISO 9001 and the HR Function - Developing a Total Quality Management System for H

Here's another thought.

The ISO standard is about process and contolling processes.

With your HR team, outline the tasks that your department is responsible for and then do an Input-Process-Output analysis to define where your requirements are coming from (input) what you do with that information (process) and where does the work go next? (output)

You can then define the input as your supplier, the work you do, as the process and the output as your customer.

Now you've defined your process. (See ISO 9001 clause 4.1)

Ask: what are the requirements for input? (special format, certain information required, timeliness etc) (see section ISO section 7.4, and think about the input as something you might "purchase", theoretically)

Is my process documented? Do I have goals and objectives to meet? (ISO section 4.3 on documentation applies, as does 5.4 on Planning)

What does the output need to look like? Are there requirements for that? Is the receiver of the output satisfied? (5.2 Customer Focus applies)

ISO is pretty much in manufacturing language. It takes a little effort to transform it to fit a non-product related function, but it can be done.

Hope that helps get your creative juices going.