Column: Emerging Sectors: Why an association became ISO 9001 certified.

Abstract:[Abstract from article.]

Becoming registered to the ISO 9001 standard was viewed not only as a means to improve the Automotive Industry Action Group (AIAG)'s business processes and quality of work, but also as the way to ensure its products and services conform to customers' expectations.

Everyone received ISO 9000 overview training, and each staff member's performance plan included an objective to ensure AIAG was registered by the target date. To motivate employees and make the project fun, AIAG introduced employee incentive programs.

AIAG put all the quality system documentation on its intranet so employees could always access the most current version. Initially, AIAG spent a lot of time trying to force fit its operations into a standard best suited to manufacturing firms. As people found that this was technically perfect but difficult to understand, the documentation was rewritten to include AIAG-specific examples.

Another unanticipated issue was the staff's enthusiasm for the …

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