Overview of ISO 9001:2000

Starters Guide.

What is it? A management system built on controls used by hundreds of organisations and companies world wide as a basis for total quality management using good sound practical management practices.

Why are customers embracing ISO 9001: 2000? Companies who are being told to by their customers, Those whose competition is doing it and Those who want to steal a march on their competition. Also those whose current customers are happy with them but know that doors are shut to them in new areas which they want to break into or quote for as well as those who want to improve their businesses. It shows your customers and prospective customers that you care about them and the service you provide;

What does it consist of? The ISO 9001:2000 Quality management standard is based on Eight Quality Management Principals relating to 24 quality requirements. They are as follows:

Management responsibility: A policy and regular reviews of where we are and how can we get better.
A Quality System: Consists of a Quality Manual showing for each point whether it applies to you, who is responsible, and pointing at the procedures and processes you have in place to actually control what you do.
Sales: How do you make sure you understand your customers' needs?
Document Control: Control of your manuals and any key documentation within the system Eg Work instructions etc.
Purchasing: How do you make sure you get what you need and get it when you want it.
Design: Only applies to companies who do design but if you do, how do you control the design process - planning review testing etc.
Customer property: How do you look after customer data or property?
Identification and Traceability: How do you identify goods and who carried out services - particularly certified items and how do you
Inspection and Test: How do you inspect and test incoming goods, in process inspections and final inspections before handover to your customer. How do you check your service process has met the customer's requirements?
Inspection and Test Status: How can you see how far a product has progresses and ensure un inspected or faulty goods are not used. This may not be relevant for service companies.
Inspection and measuring equipment: Is measuring equipment calibrated correctly, may not necessarily apply in all circumstances.
Nonconforming product: Do you isolate faulty goods to prevent use
Corrective and Preventive action: If faults occur how do you manage them and how do you prevent them happening again. Also what planning do you do to prevent problems in the first place?
Handling and Storage: How do you look after stock, pack it and deliver it? How do your store and protect your data?
Quality records: What records do you keep to prove you have done all the things you say you do?
Auditing: This is not financial auditing. Rather it is checking that you are following your laid down processes and looking for improvements.
Training: You need to prove that people carrying out work are qualified to do so and that you have training reviews for additional training in place.
Servicing: If you carry out service work how do you control it?
Statistics: Analysis of key data for continual improvement
Customer feedback: Find out what your customers think of you and use it as a tool for improvement at Management reviews (see management responsibility above)
Internal improvements: Obtain base data about each of your processes and decide what you could improve. Then set actions to achieve these improvements.
That in essence is what ISO 9001 is about, it is not Rocket Science it is all about - controlling what you do and ensuring you continue to do better!

What is the process? You need to develop a Quality Manual and Procedures or Process Manual. When you have written what you do. You then assess what else you need to do to meet what the standard requires. This is usually a period where you identify what improvement can be made in the business. You then implement these changes.

Management Reviews are held to evaluate improvements (measurable) based on internal improvements and customer feedback.
You then carry out internal audits to see that you are doing what you say you do. - And re-audits when you find you are not!

You are now ready for assessment. This is normally in two stages:

Document review by an External certified auditor to see that what you say you do complies with the standard - They may come back with suggested improvements which you need to address.
On site review to see you do what you say you do.

Can I do it myself? Of course you can but you may find that if you do not have an ISO 9000 expert in the company using a consultant will save you time, money and a lot of heartache.

The Benefits? Invariably helps the controls within a business and also allows the business to grow with customers who would not use you without it.

Take an example. If you could grow your business by $100,000 per year and have a profit rate of 10% you could get $10,000 extra profit per year. So if you can get it done for less than that it is well worth considering.

Getting ACI Global on your side should ensure your system will make you money.

How long does it take? Because you need to implement changes, obtain customer feedback, get data internally on performance, set improvement plans and measure their effectiveness the shortest elapsed time that is practical is normally about 6 to 8 months. Many companies take longer so budget on 8 to 9 months.

How much? That depends on how many people in the company, how complicated your processes are and what you actually do.

Your next step? return to International Quality Management Programmes and Courses ISO 9001:2000 and Auditor Training and commence your Quality Journey today.

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