The Implications of ISO9001 - Quality Improvements vs. Customer Pressure

[Kevin Mader]

Don,

I guess I am sitting on my hands (not volunteering) to be the regulator of the registrars. I see too much work. Unfortunately, since I am not part of the solution, I might be part of the problem (did I also mention that I am occasionally the hippocrit?). Well, hopefully somebody will rise to the challenge. Then, atleast, I will be able to through my support somewhere. You (and Marc I believe) have said it, shared blame amongst registrars and consultants that lose focus and are consumed by the $$, or false claims on results. Fortunately, I think ISO is recognizing this, so I am interested what the future brings (perhaps the assumed responsibiity).

Well, the weekend is almost here, so enjoy it and we will chat again Monday.

Regards,

Kevin

 

[Michael Lofting]

I also believe that a lot of companies that claim to have a quality system but insist they don't need certification do not in fact have a working system.

I spoke to one CEO who said if they needed a better quality system they would just buy one like they did last time.

 

[Kevin Mader]

Michael,

Been there, seen that. It could be taken a couple of ways though, so I am thinking that you are speaking to the point that the CEO figures the concept behind ISO is worthless. This is the case I have seen. And it is done to purely satisfy a Customer need, not to build a Quality Product or Service.

Are you product or service related by the way?

Regards,

Kevin

 

[Don Winton]

I spoke to one CEO who said if they needed a better quality system they would just buy one like they did last time.

I would tend to agree with Kevin in his perception of the CEO. It is, in fact, a common one. Generally, they can be broken into three categories:

Trophy Hunters who want the registration only (probably a Customer Requirement as Kevin stated).

Trophy Killers who see ISO 900x and an integrated portion of a complete systems management method.

Those in between.

I also believe that a lot of companies that claim to have a quality system but insist they don't need certification do not in fact have a working system.

I agree in part. Typically, companies forego registration for some good and some not-so-good reasons.

For example:

There are some firms that base their systems on standards modeled after ISO 9001 (FDA, for example). They have the system in place that would be in compliance with the FDA (thus in compliance with ISO 9001) but do not want the expense of registration to ISO when the FDA will determine compliance through inspections. ISO registration may not add additional value. Management would be satisfied that the system is working and in place, thus the expense of another third party is avoided.

Many small firms have systems based on and in compliance with ISO 900x, but registration costs may be prohibitive. The may choose to self-declare compliance through an independent third party assessment without actually becoming registered. Typically, this assessment process would be less than $500 per year. Or they may rely entirely on their internal audit system. The former is preferred.

There are others that claim ISO 900x compliance without any peer review. These would be questionable as to effectiveness and motivation. There are both good and not-so-good that fall in this category.

And finally, there are those registered firms whose quality systems are worse than any of the above, but maintain registration anyway.

Regards,
Don

 

[Mike]

Kevin,

Too much time on Cayman Systems or sitting on your hands? But, certainly,- it's a mess!

Allow the system or group of people to VERIFY
the intend and promise of ISO/OS 9000, in my opinion is a good idea.

Back to the group,
Mike

 

[Kevin Mader]

Hey Mike,

I forgot to call you back. I'll do that right after this post.

You are right on the intent angle, every system different, some close to each other, others quite distant. QS9000 becomes more direct in how you satisfy points within the standard/requirements, but otherwise, left to the folks of an organization to weave within the framework of their program/system.

Regards,

Kevin

 

[Marc]

A "Blast from the Past!" Contemporary comments?