!ISO9000ASynopsis.PDFVIP

Quality Assurance in Services 5 2 ! ISO 9000: A Synopsis Purpose: Provide answers to the most common questions about ISO 9000 registration To Be Read By: All staff Total Time Needed: 20 minutes What Is ISO? ISO refers to the International Organization for Standardization, headquartered in Geneva, Switzerland. It has issued thousands of international standards, among which there is a 9000 series. What is ISO 9000? Collectively, this term is used broadly to refer to the 20 some documents related to the quality assurance standards set by ISO for quality systems (not the quality of actual products/services). It is also used in a more restricted sense to refer to the three standards (ISO 9001, ISO 9002, and ISO 9003). What Does ISO 9000 Offer? There are some important benefits of the ISO 9000 system: A single set of standards applicable to all industries An internationally consistent set of standards (supporting globalization) An objective third-party verification of quality assurance An opportunity for continuous improvement The relevance of any of these benefits to your firm will depend on your customers expectations and the marketplace in which your firm operates. ISO 9000 is a tool for use in the continuous quality improvement process. 6 Quality Assurance in Services ! ISO 9000: A Synopsis What Is Its Approach? Instead of certifying the end product, the ISO 9000 series focuses on the process by which the product (good or service) is produced. The framework underlying the ISO 9000 standards is intended to provide assurance to your clients that the service they receive from your staff will be consistent. For professional service firms, consistency (and the sense of reliability it invokes) is an important component of service quality as perceived by clients. Whether or not you ultimately become registered, designing a quality assurance system to ISO 9000 specifications can result in more satisfied clients and more productive staff. What Do You Mean by Quality