Your process is not living up to expectations, so you’ve decided to implement standard operating procedures (SOP) to improve process consistency, compliance, and effectiveness.  However, that project is stalled: employees are not buying into your proposed changes, and management is growing impatient.

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Business and organizational development is about business process change: not as in “process change – the event”, but “process change – the journey“.  Your business processes change in response to market forces, competition, regulations, customer demand, the economy, culture, personal beliefs, and many other factors.  The question isn’t about what is causing the business process changes — we know your business processes are going to change — the question is…

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Historically, compliance has been the focus of most knowledge management systems.  Documenting business processes with policies and procedures is required by many standards such as for ISO 9000 Quality Management Systems, Sarbanes Oxley Accounting and Finance, or Good Manufacturing Practices (GMP) for the Food and Drug Administration (FDA).  But if we look closer at the intent of these standards then we see that we should be more concerned with control, to improve quality or reduce the risk of failure.

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Implementing a Quality Management System (QMS) that complies with ISO 9001 requirements can be challenging.  That’s why a useful approach may be to implement the QMS in phases, where you focus on different elements of meeting the ISO 9001 Standard in progressive stages. 

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The Complete Five Phase Process

Phase I – Discovery

Imagine what a professional football team would be like without a regimen of practice drills? Now take away their playbook and player statistics. What you have in this extreme scenario are highly talented (and perhaps overpaid) individuals participating in organized chaos. They might actually win a game or two, but

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