ISO 9000 In Service: The Good, the Bad, and the Ugly

Abstract:When the Centers for Medicare and Medicaid Services began requiring ISO 9001 certification for its new business contracts, claims processing contractor Palmetto GBA decided to pursue certification for its existing contracts as well. Getting a nonmanufacturing service organization that has electronic transaction processing as its main product registered to ISO 900l brought out the good, the bad and the ugly of the experience. The good included formal methods for measuring processes and taking corrective action, clearly defined documentation to help employees do their work, and increased support for the internal compliance program. The bad included the need to certify by process rather than by location or organization as most companies do. The ugly involved internal audits so complicated by the number of locations, managers, and employees that it was necessary to resort to external auditing. But the external auditing process brought value to the quality management system in many ways that made …

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