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ISO 9000 & Quality Management

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Добавлено by Admin В Сертификат iso 9001
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ISO 9000 was conceived to bring about an improvement in product quality. It
was believed that if organizations were able to demonstrate they were
operating a quality system that met international standards, customers would
gain greater confidence in the quality of products they purchased. It was also
believed that by operating in accordance with documented procedures, errors
would be reduced and consistency of output ensured. If you find the best way
of achieving a result, put in place measures to prevent variation, document it
and train others to apply it, it follows that the results produced should be
consistently good.

The requirements of the standard were perceived to be a list of things to do
to achieve quality. The ISO co-ordinator would often draw up a plan based on
the following logic:
1. We have to identify resource requirements so I will write a procedure on
identifying resource requirements
2. We have to produce quality plans so I will write a procedure on producing
quality plans
3. We have to record contract review so I will write a procedure on recording
contract reviews
4. We have to identify design changes so I will write a procedure on identifying
design changes

The requirements in the standard were often not expressed as results to be
achieved. Requirements for a documented procedure to be established resulted in just that. Invariably the objectives of the procedure were to define something rather than to achieve something. This led to documentation without any clear purpose that related to the achievement of quality. Those producing the documentation were focusing on meeting the standard not on achieving quality.
Those producing the product were focusing on meeting the customer
requirement but the two were often out of sync. As quality assurance became
synonymous with procedures, so people perceived that they could achieve
quality by following procedures. The dominance of procedures to the exclusion
of performance is a misunderstanding of the implementers. The standard
required a documented system that ensured product met specified requirements -- a clear purpose. Once again the implementers lost sight of the objective. Or was it that they knew the objective but in order to meet it, the culture would have to change and if they could get the badge without doing so, why should they?

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