ISO 9000:2000 Experiences: First Results Are In

Article

Liebesman, Sanford; Mroz, James   (2002, ASQ)   International Forum for Management Systems, Inc.; American Society for Quality

Quality Progress    Vol. 35    No. 4
QICID: 15410    April 2002    pp. 52-59
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Article Abstract

Results from a product support initiative (PSI) measuring the experiences of organizations using the ISO 9001:2000 quality management system standard will enable the International Organization for Standardization's Technical Committee 176 to determine major conformance challenges and what future revisions may be required. The survey indicates that the top five conformance gaps are customer satisfaction data and analysis, documentation, continuous improvement, collection and analysis of data, and nonmeasurable objectives. Other survey results indicate organizational training courses focused on transition and customer satisfaction, with nearly half the respondents offering courses on the eight quality management principles that are the foundation of ISO 9000 standards. Benefits to management systems most commonly reported were increased use of data as a business management tool, improved customer satisfaction and communication, greater management commitment, and more efficient management reviews. Respondents noted bottom-line improvements in customer satisfaction and retention, quality of products and services, and productivity. The PSI team plans to publish updated survey results, case studies, and responses to questions. A subteam will also be formed to collect and analyze data on the use of ISO 9004:2000, the performance improvement standard. Sidebar articles explain the purpose of the PSI and provide survey demographics.

Keywords

ISO 9000,Data collection,Data analysis,Surveys,Quality management system registration,Conformance,Continuous quality improvement (CQI),Customer satisfaction (CS),Compliance


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