THE NOVEMBER introduction of ISO 9000:2000 will herald the entry of a new system much better aligned to the demands of the service industry, according to Meshen Moodley of certification body Det Norske Veritas (DNV).
Although about quarter of a million companies worldwide are certified to ISO 9000 - and many have seen the benefits - a significant number have failed to realise the standard's full potential, she told FTW.
They have tried to build paper-based systems to reflect the requirements, and to satisfy the external auditors.
This failure to absorb themselves in a full ISO culture has not only led to the loss of a lot of the standard's benefits, but has often created a negative attitude in the company towards the system.
Many companies which have been certified for some time have also lost the focus of continuous improvements of their systems, said Moodley, and have become disillusioned with their adoption of ISO 9000.
The feedback from users recorded in DNV client surveys highlight four main areas of complaint - too bureaucratic; lacking simplicity and clarity; connecting poorly to other standards; and do not fit in with modern business practice.
But the second revision of ISO 9000, according to Moodley, might make for a more user-friendly environment for these disillusioned operations.
Significant changes, user-driven are part of the evolutionary process of standards development, she said.
In this evolutionary process she cites as examples the move from quality systems to quality management; competence rather than just training; the creation of process-based systems; and approaches taking into account the human factor.
A customer-focused organisation will be needed, said Moodley, to give rise to sustained customer satisfaction - with success being measured.
Top management will have to take greater interest in what the customer expects in the future; what the consumer perception of the company is regarding employees; and being a good neighbour.
All this means that auditors must also change, Moodley added.
They must now understand how businesses operate, she said, concentrating more on processes, and less on documentation.
The question will need to be asked: Is the process right for the business?
Processes start and finish with the customer.
Copyright Now Media (Pty) Ltd
No article may be reproduced without the written permission of the editor
To respond to this article send your email to joyo@nowmedia.co.za
