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- Keshav Ram Singhal
krsinghal@rediffmail.com
keshavsinghalajmer@gmail.com
Blog on 'Quality Concepts and ISO 9001: 2008 Awareness' at http://iso9001-2008awareness.blogspot.in

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Sunday, December 25, 2022

Why ISO 9001 QMS still more implemented

Why ISO 9001 QMS still more implemented

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Why ISO 9001 QMS still more implemented in organizations in comparison to other standards? A question is generally asked by many people.

 

International standards are mostly developed by International Organization for Standardization (ISO). ISO 9001 is ISO's most popular standard. ISO 9001 is the world’s best-known quality management standard for organizations of any size and any type.

 












ISO 9001standard sets out the criteria for a quality management system and is the only standard in the ISO 9000 family that can be certified to (although this is not a requirement of this standard). It can be used by any organization, large or small, regardless of its field of activity. In fact, there are over one million organizations in over 170 countries certified to ISO 9001.

 

International Organizations for Standardization (ISO) has developed more than 24500 International Standards covering almost all aspects of technology, management and manufacturing. ISO has 167 members representing ISO in their country. There is only one member per country. It has constituted 809 Technical committees and subcommittees to take care of standards development. Among more than 24500 International standards, ISO 9001 QMS is the standard that is more implemented in organizations in comparison to other standards. Why? I enquired the reasons by asking a question to members of a group and I received their fantastic replies with their varied opinion. And those are reproduced for information.

 

Mutaz Almardi (Sudan) provides his opinion in support of ISO 9000 by stating, “Customer seeks for best Quality and best price... any actions aim those two issues will be implemented by organization.”

 

Hozyfa Ahmed (Sudan) puts the reason for implementing ISO 9001, “Due to approach adopted that makes it easy to understand and application.” Similar to this opinion, Kenneth Remy (Bangalore, India) says, “ISO 9001 has a systematic approach utilizing the best practices in the industry which are time tested to suit the requirements of the customer.”

 

Ako Samuel Stinger Ojonuba (EHS advisor) opines, “Because ISO 9001 is customers focused which is what most organizations are after. This leads to more satisfaction, more sales and more demand for plant/equipment/raw materials availability which ensures production is running.”

 

Nehal Mehta (Rajkot, India) pinpoints four reasons for ISO 9001 popularity that are (1) easy to understand, (2) easy to implement, (3) covering all the necessary points including risk-based thinking, and (4) affordable certification cost.

 

Eswaran Thangavel (Tiruchchirapalli, India) puts his opinion, “ISO 9001 standard is naturally covering the business process of almost any kind of business in the world.”

 

Ashish Garg (India) states clearly, ISO 9001 helps any business to demonstrate the ability to consistently supply products and services that meet customer and applicable statutory and regulatory requirements.

 

Jennifer Sto Domingo Alinsunurin says, “ISO 9001 is like a generic standard and basically applies to almost all types of organization .... its high-level structure is aligned to a number of standards. If an organization wishes to let’s say apply for any ISO standard's certification, I can say that it is better that the organization should go first with ISO 9001 QMS.”

 

Ivo Brauns (Germany) states, “ISO 9001 is the mother of all QMS standards. It is based on fulfillment of customer needs and on improvement of those efforts, and it regards management risks of the organization. So good quality correlates with customer's satisfaction. Other QMS standards are driven by the requirements of certain industries, like pharma, medical devices, automotive, aviation. The QMS in automotive industry is driven by the needs to control the sun-sub-sub-suppliers. ISO 13485 is the QMS in medical device industry. It is based on the legal requirements on product safety. So, it is expected that good quality correlates with meeting all legal requirements.”

 

David Couldrey has a different opinion. He says, "I work in the food industry and companies tend to go with BRC standard instead." However, Enrique Sierra (Miami, Florida) states that every organization should implement ISO 9001 QMS.

 

Ramraj Sudukattan (Chennai, India) says, “ISO 9001 has a systematic approach utilizing the best practices in the industry which are time tested to suit the requirements of the customer.”

 

Ma Han Lay opines, “Because of, more consideration and prevention by using risk-based thinking approach.”

 

Alexio Maseka (Quality Practitioner, Zimbabwe) states, “ISO 9001 is the harmonized standard upon which all other management systems standards’ elements (requirements) sit.”

 

Binh Truong (Nhuan, Vietnam) is surprised by saying, “In project management field, I still wonder why not much people/companies use ISO 19650 instead.”


Quality is a concept associated with the expectation of every individual. In other words, quality means meeting customer needs. ISO 9001 is the standard that includes customer perception

 

Quality is a concept associated with the expectation of every individual. In other words, quality means meeting customer needs. ISO 9001 is the standard that includes customer perception. To me, there are many more reasons for the popularity of ISO 9001, some of those are -

 

- The customer comes first and the standard asks the organization to become customer focused to fulfill the needs and expectations of its customers.

- Leaders establish unity of purpose and leadership is the central theme of the standard.

- People at all levels are essence of an organization. Quality happens through people and the standard emphasize the importance of peoples' engagement.

- All work is part of process and the standard promotes the adoption of process approach.

- Improvement never ends and is necessary for consistent growth. The standard mentions continual improvement as a requirement.

- Analysis of data provides effective decision and the standard supports evidence-based decision making.

- Relationship creates value and the standard is based on relationship management.

- The standard's requirements are generic and applicable to any organization regardless of its type, size and product / service.

- Implementation of the standard is based on PDCA (Plan-Do-Check-Act) cycle.

 

Hope information provided in this article are useful.

 

Thanks to all participants.

 

Regards,

Keshav Ram Singhal 

Seven Quality Control Tools

Seven Quality Control Tools

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Please read blog article by clicking the tool name -

(1) Check Sheet 

(2) Pareto Chart or Pareto Diagram 

(3) Cause and Effect Diagram 

(4) Control Chart 

(5) Histogram  

(6) Scatter Diagram 

(7) Stratification 


Best wishes,

KRS

Thursday, December 22, 2022

Organizations should be customer focused

Organizations should be customer focused

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A video of a flight coming from the Turkish city Istanbul to Delhi is going viral on social media. In this video, a heated argument is taking place between the air hostess and a passenger over food. According to an information, this video is of 16 November 2022. In this, during an argument, a passenger tells the air hostess, "You are the servant of the passengers." Responding to this the air hostess says, "I am an employee, not your servant... I am not your servant." Different reactions of users are being seen on social media regarding this video. At present, I do not want to give any specific judgment on the incident of this video, nor do I want to give consent to the rude speaking of the passenger, but on the basis of experiences, I want to tell that the organizations and their employees should be customer-centric and customer-oriented.








A passenger books Jain lunch during the journey while booking his flight tickets and during the journey he is told that Jain food is not available, take some alternative. It should be noted that the passenger made the choice of his food much before the start of the journey. Here the airline company has a lack in its system. The airline company needs to improve its system.


When the mother (who operates the account and is also a joint account holder in that account) asks for an ATM card for the minor daughter's bank account, she is told by the bank employee that there are no arrangement to provide ATMs to the minor's accounts. Whereas, according to the rules of the Reserve Bank, ATM card can be given in minor accounts. Here the bank needs to improve its system. If there is a need to issue a circular, then the circular should be issued and also short-term training programs should be organized from time to time, which will increase the awareness of the bank employees.



A depositor of a bank wants the name of the nominee to be printed on his deposit receipt and the bank staff defers to the customer saying that the system does not support printing the name of the nominee. The fact here is that there is a gap in the knowledge of the employee, which needs to be rectified. If there is a need to issue a circular, then a circular should be issued and also short-term training programs should be organized from time to time, which will increase the awareness of the bank employees.


A customer sends communication to a bank-branch by email. Neither an acknowledgment nor a reply is given by the bank-branch. The attitude of the bank here cannot be called appropriate in any way. Here the bank needs to improve the system. As soon as an email is received on the Bank ID, an automatic acknowledgment for the same should be issued with an acknowledgment number indicating the number of days to respond to the case on the customer's email. This step of the bank will definitely improve the customer service.


I repeat one thing again - Organizations should be customer focused. If the customer is not taken care of, then it is certain that the future of the organization will not be good.


Incidentally - The coming era will be of "Lean Banking" and on this I have written a Kindle book "Future Banking Is Lean Banking" which can be obtained from Amazon. The ASIN ‏ number of this book is B09FZ4FX33. Kindle Unlimited members can read this Kindle book for free.


Regards,

Keshav Ram Singhal