On the ISO 9001 Registration Journey

At Bizmanualz we are a strong advocate of using the ISO 9001 Quality Management System (QMS) as a business improvement tool. We feel the emphasis on the process approach and continual improvement are important foundations for effective management.

We have helped a number of clients build a QMS that complies with the ISO 9001 Standard, and we have assisted them in gaining ISO 9001 Registration, We have just recently, however, started our journey to gain ISO 9001 Registration. The initial reaction to the concept of gaining certification was “we are just too small.” Eventually, however, came the realization that any size or type of organization can benefit from the philosophies established by an ISO 9001 QMS.

Although we are still early in the journey, we have already found significant benefits from developing a QMS that complies with ISO 9001.

Customer Focus

While we never considered understanding our customers a weakness, implementing the ISO system with its routine internal audits has allowed us to identify several important areas for improvement. ISO 9001 has a high level of emphasis on understanding and documenting customer needs, and improving some of our customer requirements processes was in order to meet that high standard. We are currently improving our processes to ensure all meaningful customer feedback is captured and understood.

Not all of our product lines had the same issues with customer focus. For example, our policies, procedures and forms manual product line had strong efforts to capture post-sale customer satisfaction, but was lacking in efforts to use customer feedback in making decisions such as which type of product to develop next.

Conversely, in our consulting product line, great efforts were taken to understand client needs and expectations prior to starting the consultation. But more effort is needed to measure customer satisfaction levels after the engagement is complete. Using a QMS based on ISO 9001 is helping us close these important gaps.

An Innovative Approach

We have also created a learning experience through taking a unique approach to implementing an ISO 9001 QMS. We are trying to build an ISO system that minimizes documentation, and even further minimizes paper documentation. Our system will contain the minimum number of required procedures and forms, and the ones we are creating will be viewed and used electronically. A strong focus on employee training, visual workplace, planning and goal setting enables us to take this minimalist, yet fresh approach.

Instead of an internal control system that consists of static paper, we envision a system of dynamic training, on-line information, and a visual workplace. Experimenting with and developing a innovative approach to building a ISO 9001 QMS will help us better serve our clients seeking assistance with ISO 9001, even those who want to build a very traditional system.

Continual Improvement

Continual improvement is a cornerstone of how a ISO 9001 QMS can help your business. We certainly take that philosophy of continual improvement to heart. For every department and functional area, we set S.M.A.R.T. objectives that are meaningful to our internal processes and to our customers. Then we constantly measure and reflect on our performance.

This kind of activity, especially done in the positive spirit of improvement (as opposed to the negatives of punishment and retribution) is a crucial activity for meaningful business evolution. While we were always strong in this area, the journey of becoming ISO 9001 registered has improved our efforts.

Internal auditing is also an important facet of our continual improvement. All of the Bizmanualz staff has received formal internal auditor training, and over half of the staff are ASQ Certified Quality Auditors and have successfully completed the IRCA-certified ISO 9001 Lead Auditor course. Of course, we are putting this training to use through an aggressive internal auditing program that regularly measures our effectiveness at designing and executing the QMS.

A Journey of Goals

While achieving ISO 9001 Registration is an important goal, it is really just a step on an even more important journey. After we achieve ISO 9001 Registration, we will work toward achieving the Missouri Quality Award, and then move on to the Malcolm Baldridge Quality Award. Continually setting goals and working toward them can keep your business and your staff motivated and energized, and your business moving forward. Standing pat should never be good enough. What goals are you setting for your organization?

We will keep you informed on how we are doing in our ISO 9001 Registration journey; we hope to gain our ISO Registration in the first quarter of 2008. If you’re interested in learning more about how ISO 9001 can improve your business, keep reading our regular emails. In early 2008 we will present a series of articles that explain in detail why you should consider implementing the ISO 9001 QMS.

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Posted on Monday, December 17th, 2007 under ISO Quality Management