ISO in Service Organizations: Seven Lessons Learned

Article

Russo, C.W. Russ (russ@charropubs.com)   (1999, ASQ)   Charro Publishers, Inc., Lawrence, KS

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18819    September 1999    pp. 1-10
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Article Abstract

Like traditional manufacturing companies, small businesses and service companies can also benefit from applying ISO quality principles. The presenter offers seven lessons learned from pursuing quality standards and learning about other service organizations' quality efforts. The responses are reflected in the seven pieces of advice. Service companies should seek help from other service companies rather than from consultants or registrars. Service companies often already have quality controls consistent with ISO requirements. ISO's basic approach to management is familiar to many service companies, the plan - do - check - act strategy. Service companies should define their product as a "service process." Create useful and usable documentation and keep documents to an efficient minimum. Involve everyone in quality initiatives. Accept, welcome, and value change, creativity, and innovation.

Keywords

Documentation,ISO 9000,Small business,Quality management system registration,Service sector,Quality analysis


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