Column: Emerging Sectors: ISO 9000 Without a Paper Manual

Abstract:[Abstract taken from article]

When ISO 9000 was retooled, John Carey, the new president of AIG Consultants Inc. (AIGC), took this as a signal to implement his desire to to focus on quality and consistency of customer service as the driving force toward business success. He wanted the staff of AIGC to stop seeing the company as an activity driven organization and start seeing it as a results driven one. Documenting procedures in a way that 200 people from three divisions could all agree on was achieved by creating procedures that set the parameters for doing the job, while allowing for professional latitude in how goals are achieved. Internal reviews, customer surveys and electronic documentation followed intensive training, and John Carey looks forward to even more …

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