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Should the billing process be part of ISO 9001:2008?

Should the billing/invoicing process be explicitly part of ISO 9001:2008?

  • Yes. Billing/invoicing processes should be explicitly part of the new ISO 9001

    Votes: 24 55.8%

  • No. Billing/invoicing processes should not be part of the new ISO 9001

    Votes: 19 44.2%
  • Total voters
    43
P

pinpin - 2009

#81
#81
Just my personal opinion...

All processes need to be included as they all affect performance of our systems, either directly or indirectly, to a more or less extent.

In fact, like Production, Billing is an equal important process where our business rely on. No billing no income, poor and faulty billing process causes cash flow problem that stifles our operations. Thus, even our product quality satisfies customer, our poor management of cash flow kill us!

Rather than focusing on customer satisfaction with accuracy of our bills, we also shall look into efficiency and effectiveness of our billing process that enable us to get from external customer promptly and pay internal customers to ensure "internal customer satisfaction" and other stakeholders satisfaction.

Furthermore, some companies look into controls to prevent theft and misappropriation of fund, especially when handling cash! But many quality system folks say this is out of QMS Scope....

If we were not to do more than the "generic" requriements of ISO 9001, certification to ISO 9001 merely is a cert on the wall.:(
 
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T

TamTom

#82
#82
pinpin said:
Just my personal opinion...

All processes need to be included as they all affect performance of our systems, either directly or indirectly, to a more or less extent.

In fact, like Production, Billing is an equal important process where our business rely on. No billing no income, poor and faulty billing process causes cash flow problem that stifles our operations. Thus, even our product quality satisfies customer, our poor management of cash flow kill us!

Rather than focusing on customer satisfaction with accuracy of our bills, we also shall look into efficiency and effectiveness of our billing process that enable us to get from external customer promptly and pay internal customers to ensure "internal customer satisfaction" and other stakeholders satisfaction.

Furthermore, some companies look into controls to prevent theft and misappropriation of fund, especially when handling cash! But many quality system folks say this is out of QMS Scope....

If we were not to do more than the "generic" requriements of ISO 9001, certification to ISO 9001 merely is a cert on the wall.:(
Click to expand...

:applause: Hi,

I fully comply to this,
because altough a lot of indicators cane from the finicial departments that are used in Quality, so why don't put them in the QMS.

I vote for the Integrated Management System, that include the whole company, the depth how far I explain them could be different, but they should be included.

Greetings,

TamTom
 
W

w_grunfeld

#83
#83
TamTom said:
:applause: Hi,

I fully comply to this,
because altough a lot of indicators cane from the finicial departments that are used in Quality, so why don't put them in the QMS.

I vote for the Integrated Management System, that include the whole company, the depth how far I explain them could be different, but they should be included.

Greetings,

TamTom
Click to expand...
I am probably a lonely voice here, but I don't thing the billing process is part of product realization...
I am not questioning the importance of an effective billing process but so are many other processes vital to a company's success. Should all be part of 9001?
How about accounting in general not just billing?
How about sales/marketing effectiveness?
How about auditing the CEO against some key performance targets?
Why not the whole board? Don't you think it would be beneficial to analyze past board decisions, find the root cause of bad decisions and initiate corrective actions to learn from them and reduce the probability of future bad decisions? There is no end to it....
 
Sidney Vianna

Sidney Vianna

Post Responsibly
Staff member
Admin
#84
#84
w_grunfeld said:
I am not questioning the importance of an effective billing process but so are many other processes vital to a company's success. Should all be part of 9001?
Click to expand...
As I (tried to) explained when I started the thread: ISO 9001 is about customer satisfaction. Very few processes can impact customer satisfaction as much as the billing process.

ISO 9001 attempts to provide a model for managing a subset of an organization's business system. Customer satisfaction will always be affected by a supplier's billing process.
 
Q

qualityboi

#85
#85
Hi Sidney,

What metrics would you use for customer satisfaction out of the billing process?
Complaints due to billing? Bill to Quote accuracy?

TIA
 
D

Desara01

#86
#86
Ok - I voted yes but the reality is - who cares whether it's an ISO requirement or not? What's the right thing to do for your customer? Customer-facing processes should be part of your quality/business system (why do people continue to say these are two separate things??)

I conduct Voice of the Customer interviews with - er - customers. Several customers have made comments about the invoicing process which would never have shown up on a financial audit. For example - issuing an invoice for 16 cents. Technically the invoice is correct - but it cost us more to produce the invoice, and for the customer to pay it, than it was actually worth.

It's not just about meeting GAPs, it's about what it's like to do business with your company. Make it easy for your customers to do business with you, and they will remain customers. :bigwave:
 
W

w_grunfeld

#89
#89
ISO 9001 is a standard. It is about what it says it is. Standards are written so that everybody does what it says they should be doing. It doesn't say anywhere that you can't do other things-it's just not part of the standard.
The TC 176(?) comittee that is responsible for the standard may welcome your ideas of what other things should be made part of the standard, or they might reject it.
But I don't think we as quality practitioners should read into it what's not stated.
If it were say.. a communication standard...would you sugest adding an extra bit of data because from your experience it would improve the standard? Obviously not, in my opinion quality practitioners should be the last people to interpret standards acoording to their personal likes/preferences.
 
Jim Wynne

Jim Wynne

Staff member
Admin
#90
#90
w_grunfeld said:
ISO 9001 is a standard. It is about what it says it is. Standards are written so that everybody does what it says they should be doing. It doesn't say anywhere that you can't do other things-it's just not part of the standard.
Click to expand...
Then you advocate not doing anything that's not specifically called for in the standard?
 
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