Perry, Mike (1993, ASQC) BSI Quality Assurance; Milton Keynes, UK
A quality system that conforms to the ISO (International Organization for Standardization) 9000 series of standards improves consistency of the product or service delivered to the external customer, but it does not necessarily improve service to the internal customers within the organization. Functions like marketing, finance, human resources, and management information systems should each satisfy the ISO 9000 series, so that internal customers and their suppliers work in partnership. In the traditional procedures of ISO 9000 registration, a company's design and manufacturing quality system is audited by an independent body. An assessment process then determines if the company meets the standard. The new concept of company-wide registration uses ISO 9001 and ISO 9002 to determine how to improve the product or service delivered by one department to another within the company. In the United Kingdom, a company that implements the traditional ISO 9000 registration process averages a savings equivalent to 20% of sales revenue. The company that employs company-wide registration can save even more.
Audits,ISO 9000,Internal customer,Quality system