THE ISO is a policeman - It keeps you honest, said Gary Marshall, c.e. of international express operation, Fedex.
You have to believe what you've promised. You have to live by ISO.
The essence of all this, Marshall added, is the difference between an acceptance of ISO quality management standards because they are there, and the actual running of the business to (and often above) the ISO 9000 levels.
There are too many cases of all smoke and mirrors, he said.
In real - as opposed to this virtual - ISO, the system doesn't work the company. The company works the ISO.
As a problem is raised, you must solve it, said Marshall. And you must be doing continual market research to identify the problems.
The only objection to ISO, Marshall added, is the administrative burden that goes along with it.
But, he said, we have just bought a system which basically takes the ISO documentation hassle out of your life.
The new system, and the company's own internal standards, have ensured that Fedex is keeping ahead of the demands of ISO. We are firm proponents, said Marshall.
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