Incorporating engagement

"Amazing Audits" (September 2015) is a great article. I’m currently working on a customer-engagement initiative. Replacing "quality" with "customer engagement" will enable me to use portions of this report to assess how my organization is incorporating customer engagement into our operations.

Willie Davis
Bristow, VA

Revision reactions

In response to: "Keep Calm and Prepare for ISO 9001:2015" (September 2015):

The current standard has served us well for the last 15 years. I wonder if there would be a revision if those of us working in the trenches every day were involved in deciding whether a revision is necessary; deciding what to revise when it was needed; and removing the five-year International Organization for Standardization (ISO) rule for revision.

As far as I’m concerned, the 2000 and 2008 versions of ISO 9001 have been superb, and the ink has just dried on them. We are just starting to run this machine as it is and find out what it can really do. For those of us in automotive, who are working within a technical specification (TS) every day, we take a dim view of the new documentation requirements.

Having worked with ISO since 1987 and MIL-Q-9858a (a military specification for quality program requirements) before, I’m not seeing these changes as being driven for real improvement, but rather change for the sake of change because ISO says so. As far as risk-based thinking goes, we have spoken the language of failure mode and effects analysis for several years now.

Even though you jump through all the ISO clauses, your customers are still going to audit you. But wait, wasn’t this something we were going to get away from with ISO or TS certification? Not here, not yet.

Joe Druecker
Columbus, IN

"Keep Calm and Prepare for ISO 9001:2015" is a well-written article in plain language that users at all levels of familiarity can understand. I think all the contributors have done a great job explaining various aspects of the standard, including the implementation challenges for small businesses. Risk-based thinking is extensively covered, which is a plus.

I would have liked to see more content on requirements under organizational knowledge. This is an area of opportunity for improvement for any organization.

One obvious omission in this article is coverage of content related to ISO 9000:2015, the "unsung hero." The ISO 9001:2015 normative reference calls out ISO 9000:2015 and describes it as "indispensable for its application." It should be emphasized that reviewing ISO 9000 is essential to the consistent application of the ISO 9001 standard.

Govind Ramu
San Jose, CA

Tune In

The latest episode of ASQ TV explores ISO 9001:2015 certification and implementation. In the episode, learn key themes in the revision, get how-to advice on transitioning and training, and hear tips on choosing a certification registrar and consultant. Stay tuned for an episode on lean and Six Sigma, available Oct. 20. Visit http://videos.asq.org to access the full video library.

Online Extras

Making business sense of risk

In a Standards Connection enewsletter article, Robert Freeman and Jennifer Drown discuss how to categorize risks and develop a risk-based thinking process. Read the article at http://tinyurl.com/businessrisk, and subscribe to Standards Connection at asq.org/standardsconnection.

Asked and answered

Have a quality-related problem that requires an expert to solve? Submit questions to editor@asq.org or at http://tinyurl.com/expertanswersubmit and QP’s subject matter experts will help you with a solution.

Quick Poll Results

Each month at www.qualityprogress.com, visitors can take an informal survey. Here are the numbers from last month’s Quick Poll:

What gives you the most anxiety about implementing ISO 9001:2015?

Enhancing leadership’s role in quality.             36.5%
Adopting risk-based thinking.                              34.1%
Understanding the new clause structure.          12.1%
Dealing with documentation.                                 9.7%
Defining the context of your organization.           7.3%

Visit www.qualityprogress.com for the latest question:

What is the biggest hurdle you face in improving supply chain quality?

  • Selecting adequate suppliers.
  • Continuously evaluating suppliers.
  • Working with suppliers to improve performance.
  • Standardizing supplier audits.


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Want the latest quality-related news and analysis? The QNT Weekly enewsletter, available exclusively to ASQ members, delivers it every Friday. Subscribe now at http://email.asq.org/subscribe/qntwk.

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