Introduction of ISO 9001:2000
What is ISO 9001 and ISO 9000 Certification?
Since its introduction in 1987, ISO 9001 has been the
target of criticism and considerable debate. Much of this is due to
a misunderstanding and misapplication of the requirements. Some practitioners
of quality disciplines view the requirements as too generic to be of
any significant value. Some organizations view certification as simply
the “ticket” for doing business. Purists state that it is physically
impossible to manufacture products or deliver services defect free on
a continuous basis. And some organizations view certification to be
just one more mandated cost, a cost for which there is no return on
investment.
In 1979, Phil Crosby created quite a stir in business when his book
Quality is Free1 was published. What Mr. Crosby was saying is that “quality,”
that is, a product or service that conforms to requirements, is the
natural outcome of a well-planned and implemented manufacturing or service
business. It is “non-quality” that results in the extra, profit limiting,
cost to business. Simply said, if you plan correctly, make product or
deliver service correctly, provide on-time delivery, you will make money
– assuming your pricing is correct and affordable.
With the introduction of ISO 9001:2000, the business world now has a
generic model for a quality management system that, when designed, developed
and implemented, will provide the framework for assuring that customer
requirements are defined, quality product or service is made or delivered
on time, and that product/service and the management system are improved
on a continuing basis. However, with the emphasis on the terms “system”
and “process,” many readers of ISO 9001:2000 miss the linkage or tie-in
between the specific requirements and product or service quality. This
paper will provide this linkage, sometimes as an overview, sometimes
with specific links. The reader will also be provided with a view of
the dynamics and interactions of various processes, and hints at what
to audit for when assessing the quality management system.

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