SEJARAH ISO 9000;2000

ISO The IOS took a unique approach in adopting the “ISO’ prefix in naming the standards. Iso is a scientific term for equel (as in isotherm lines on a weather map, which show equel temperatures). Thus, organization certified under the ISO 9000 standard are assured to have quality equel to their peers. The standards have been adopted in the united states by the American national standard institute (ANSI) with the endorsement and cooperation of the American society for quality (ASQ). The standard are recognized by about 100 countries including japan. The standard were created to meet five objectives: 1. Achieve,maintain, and seek to continuously improve product quality (including services) in relationship to requirements 2. Improve the quality of operation to continually meet customers and stakeholders stated and implied needs 3. Provide confidence to internal management and other employees that quality requirement are being fulfilled and that improvement is taking place 4. Provide confidance to customers and other stakeholders that quality requirement are being achieved in thr delivered product 5. Provide confindence that quality system requirement are fulfilled the standards prescribe documentation for all processes affecting quality and suggest that compliance through auditing leads to continuous improvement. In some foreign markets, companies will not buy from suppliers who are not certified to the standards. For example, many product sold in Europe, such as telecommunication terminal equipment, medical devices, gas appliances, toys, and construction product require product certification. Thus, meeting these standards is becoming a requirement for internasional competitiveness. Structure of the ISO 9000;2000 Standards The ISO 9000;2000 standards focus on developing, documenting, and implementing procedures to ensure consistency of operations and performance in production and service delivery processes, with the aim of continual improvement, and supported by fundamental principles of total quality. The standards consist of three documents: 1. ISO 9000-fundamental and vocabulary. This document provides fundamental background information and establishes definiotions of key terms used in the standards. 2. ISO 9001-requirements. This document provides the specific requirements for a quality management system, to which users must conform in order to obain third-party certification. An example of one of the requirements is “the suppliers management with executive responsibility shall define and document is policy for quality shall be reveland to the supplier´s organizational goals and the expacpaction and needs of its customers. The supplier shall ensure thet this policy is understood, implemented, and maintained at all levels of the organization” thus, the reqirements state precisely what the organization needs to do. The requirements are organized into four major sections: management responsibility ; resource management; product realization; and measurement, analysis, and improvement 3. ISO 9004-guidelines for performance improvements. This document provides guidelines to assist organizations in improving their quality management system beyond the minimum requirements in ISO 9001, but does not prescribe any requirements that must be followed. The requirements provide a structure for a basic quality assurance system. Management responsibility addresses what top management must do to ensure an effective quality system, such as promoting the importance of quality throughout the organization, developing and implementing the quality management system, identifying and meeting customer requirements, defining responsibilities for quality, and controlling document and records. Resources management ensures that an organization provides sufficient people, facilities, and training resources. Product realization refers to controlling the production/service process from receipt of an order or quote through design, materials procurement, manufacturing or service delivery, distribution, and subsequent field service. Measurement, analysis, and improvements focuses on control procedures for assuring quality in product and process, analysis of quality related data, and correction , prevention, and improvement planning activities. A list of the requirements and some discussion of the registration process are provide in the bonus materials folder on the CD-ROM. The standards are intended to apply to all types of business, including electronics and chemical, and to services such as health care, banking, and transportation. For example, in july 2000, the B2B (business-to-business) firm, bestroute.com, became the first e-commerce distributorship to achieve ISO registration. Interpreting the standard to e-business required some unique strategies to ensure compliance. The company focused on the key concept of the standard this is common to any industry: customer service. The company developed and document processes for all aspects of bestroute.com´s customer service-from call routing to return processing to phone etiquette. As the customer service manager observed,”in the end, the processes we established, implemented and are keeping on top of in order to comply with the standard are very same things we needed to do to keep customers happy. Factor leading to ISO 9000:2000 The original ISO 9000:1994 series standards consisted of 20 fundamental elements of a basic quality system that included such things as management responsibility design control, purchasing, product identification and traceability, process control, inspection and testing, corrective and preventive action, internal quality audits, training, and statistical techniques. The original standard and the the 1994 revision met with considerable controversy the standard only required that the organization have a documented, variafiable process in place to ensure that it consistenly produces what it says it will produce. A company could comply with the standard and still produce a poor-quality product –as long as it did so consistenly! Many never used standards to drive improvement. Disaasfaction with ISO 9000 resulted in the European union calling for deemphasizing ISO 9000 registration, citing the fact that companies were more conserned with “ passing a test” that on focusing their energies on quality processes. The Australian government stopped requiring ISO 9000 registration for government contract. The Australian business review weekly noted that “ its reputation among small and medium businesses continues to deteriorate. Some small businesses have almost been destroyed by the endeavor to implement costly and officious quality assurance ISO 9000 systems that hold little relevance to their businesses.” The deficiencies in the old ISO 9000 standards led to a joint efford 1994 by the big three automobile manufacturers-ford, Chrysler, and general motors-as well as severall truck manufacturers, to develop QS-9000, an interprestation and extention of ISO 9000 for automotive suppliers. The goal