Quality management system iso 9001

1. Quality management system iso 9001
During my early days of employment in the late 80's, the company I worked with
engaged a consultant to get the company certified in ISO9002 QMS. I was one of the
working committee then. Training was provided, followed by documentation of all our
processes. A simple guideline was given to us to "document what we do" and "do what
we documented". During that time, this guideline was quite straight forward. So we did
and the company obtained its ISO 9002 certification.
In late 90's there was a rush into converting our ISO9002 QMS to meet the new
ISO9001:2000 revision. I was told that this new revision is more align to business needs
as well as less emphasis on documentation. On the business needs aspect, there is the
"Eight Quality Management Principles" in the new revision. They are as follows:-
1) Customer Focus
2) Leadership
3) Involvement of People
4) Process Approach
5) System approach to management
6) Continual improvement
7) Factual approach to decision making
8) Mutually beneficial supplier relationship
Here is the interesting part of this article. The author like to share with readers how some
of the companies he worked with interpret these principles and applied them. By no
means these companies are wrongly applied the Eight Quality Management Principles.
As a matter of fact, these companies has their valid reasons for doing so. This articulation
of the principles is written in 3 parts, namely; principles supposed to meant; how it is
applied as a case; and author's view to expand its application
Principle 1) Customer Focus
"Organizations depend on their customers and therefore should understand current and
future customer needs, should meet customer requirements and strive to exceed customer
expectations".

2. Case 1) Many companies viewed customer needs are obtained from a survey. And as ISO
auditor come around to conduct surveillance audit once or twice a year, they get the
survey done right before the auditor come around.
Author's view 1) Conducting a survey is a form of documentation. In fact, customer
needs can be obtained in many forms (most company knows that). Other than a formal
survey, customer needs obtained in other forms such as during customer visits, customers
complaints, customer feedback etc. These data should be taken officially as an input into
the ISO system
Principle 2) Leadership
"Leaders establish unity of purpose and direction of the organization. They should create
and maintain the internal environment in which people can become fully involved in
achieving the organization's objectives".
Case 2) Most leaders set direction in the Quality Policy and Quality Objectives.
Management reviews were conducted to ensure its fulfillment. However, most leaders are
not involved in creating an internal environment in achieving the organization's
objectives. Most often than not, they delicate to the Quality manager.
Author's view 2) Delegating to the Quality manager seems to be the most logical role to
a Quality Manager. However, in some smaller company, Quality manager does not have
enough influencing power to his/her peers hence cannot command radical improvement
to the Quality System.
Principle 3) Involvement of People :
"People at all levels are the essence of an organization and their full involvement enables
their abilities to be used for the organization's benefit".
Case 3) While most company involve their employee in the ISO compliance effort, some
involves them in other aspect of the business especially in production and process
improvements as well.
Author's view 3) This is the principle which is well implemented by most companies I
came across. While it is perfect to involve employee in ISO compliance aspect. Some
involve too much with the employee in selecting improvement projects. It is only logical
that employee select projects that they are familiar and easy to do. But this selection often
miss the key alignment to the company critical issues.
Principle 4) Process Approach
"A desired result is achieved more efficiently when activities and related resources are
managed as a process".
Case 4) All if not most ISO certified companies are very good in production processes.
Their ISO documentation for these process are well kept. However, their process
approach seem to limit within the production and related supporting departments.

3. Author's view 4) In the aspect of business process such as decision making, there is lack
usage of a process approach in decision making. Often than not, quick decision are
expected hence attention is not given to go through a logical steps.
Principle 5) System Approach to Management
"Identifying, understanding and managing interrelated processes as a system contributes
to the organization's effectiveness and efficiency in achieving its objectives".
Case 5) This area seem to show a loose link between production and the rest of the
departments especially the supporting group. In some case, Key Performance Indicators
(KPI) are established for each department but they are not interdependent.
Principle 6) Continual Improvement
"Continual improvement of the organization's overall performance should be a permanent
objective of the organization".
Case 6) In general, most companies work on continuous improvement as oppose to
continual Improvement. some of the companies take "fire-fighting" as a way to continual
improvement. VEry few realize the objective of this principle.
Author's view 6) it is my opinion companies need to understand that source of
information to trigger a continual improvement effort. And to establish it in order to
clearly identify whether it is a "fire Fighting" or continual improvement.
Principle 7) Factual approach to decision making
"Effective decisions are based on the analysis of data and information".
Case 7) This is probably the weakness principle in terms of its application. To a large
extent, Management make decision based on past experience, statement past around and
so on. Often minimum data are sough after when a decision is made. Perhaps it is due to
time factor. However, this phenomenon is so in the Quality Department.
Author's View 7) This is an important principle management staffs need to develop. Past
right decision made may not be repeated due to changes in the business environment.
Principle 8) Mutually beneficial supplier relationship
"An organization and its suppliers are interdependent and a mutually beneficial
relationship enhances the ability of both to create value"
Case 8) Most smaller company practice to some extent this principle quite well. perhaps
it is due to smaller outfit that cannot command better service from the supplier, person in
charge seems to have close relationship with supplier. On the other hand, bigger
companies are bound by internal policies that requires 2-3 quotes from different supplier
for the same items. Relation ship with supplier does not help to some extent.

4. Author's View 8) This principle is difficult to master due to the fact that integrity is
involved. Unless the company has big volume of purchase and strong vendor
development program, it is understandable company pay less attention to this principle.
In summary, while ISO certified companies tried to comply to ISO requirements, they
should extent the objectives of these Eight Quality Management Principles to enhance
their business such that it become part of their business system.
As a side note, these quality management principles has many similarity to the TQM
principles. So, it is of the interest of leaders in ISO certified companies understand it and
put an effort to extent the objective of ISO certification beyond certification purpose.
Disclaimer
The "Author's View" section provided are merely the author's personal point of view and
has no binding to any implication thereof. The author take no responsibility to the use of
this article by anyone in any way.
----------------------------------------------------------------
Free to reprint or re-publish
All rights reserved. You are free to reprint or re-publish this article as long as you include
my resource box at the end of this article. And ensure that the URL in the resource box
remain intact and it is linked to the author's website.
----------------------------------------------------------------
If you want to download over free 50 ebook for iso 9001 standard, you can visit:
http://iso9001ebooks.info
Best regards