We have often been asked this question. Why
indeed do more than the minimum requirements of ISO 9001? There are
two sides to this question.
One needs to be clear about the goal. Is the goal simply to get ISO
9001 certification or to develop a capability to satisfy your
customers? In theory the answer to these two should be identical
because organizations should not get a certificate if they don't have
the capability to satisfy their customers. In reality this is far from
the truth. ISO 9000 registered organizations are failing to meet their
customer's expectations on a daily basis.
Doing more than necessary to get the
truth, this is the wrong question because if you need to ask this
question, you have probably misunderstood the purpose of ISO 9000. ISO
9001:2008 is an assessment standard - it is used to measure the
capability of an organization's quality management system to deliver
products and services that satisfy customer needs and expectations.
Therefore the objective is not to get a certificate but to develop a
capability to satisfy customer needs and expectations. By
demonstrating that the organization has this capability, a certificate
is awarded. So if we turn around this question, we should ask, 'Why
do more than necessary to develop a capability to satisfy customer
needs and expectations?'
get the certificate you need do no more - to run an effective business
you need to do much more.
Doing more than ISO 9001 requires
Doing more than ISO 9001 requires is like limiting your education to
the questions on the exam paper. People who get on in life learn much
more than the scope of the examinations they take. So it equally true
of business. Businesses need to do more than what is prescribed in ISO
9001 to operate successfully. There is no organization on the planet
that only does what is prescribed in ISO 9001 simply because it is not
a prescription for how to run a business.
ISO 9001 addresses only certain aspects of the system organization's
need to operate to enable them to satisfy customer needs and
expectations. Not all aspects are covered although it rather depends
on how one interprets the words. One could argue that staff salaries
have nothing to do with ISO 9001. But if one asks, what affects our
ability to satisfy our customers we are likely to list among the
answers, the competence of our people - and indeed competence is
addressed by ISO 9001. But if we then ask, what affects the competence
of our people we might discover that staff moral has a significant
impact. Moral can be adversely affected by dissatisfaction with
salaries. As almost anything can have an impact on customer
satisfaction it would be unwise to limit one's examination to the
topics included in ISO 9001. There is of course the Preventive
Action clause which catches all - even staff salaries if one uses
the 5 How's technique to get at the route cause.
Not long ago a nuclear processing plant was in the news for falsifying
quality control records.
Day after day, the workers would measure hundreds of
tiny pellets of fuel. Tedious, repetitive and not really necessary -
because the work had already been done by a computer. But, at some
stage, some workers alighted on a novel solution to their boredom.
They would fake the results by using data from previous tests and
manipulate it to look like fresh data. The only problem was that the
company's Japanese customer, insisted that it be carried out to ensure
quality control. A worker admitted what had been going on to the
company. The company warned the Health and Safety Executive's Nuclear
Installations Inspectorate and an investigation began. Five men were
sacked. The report, by the Chief Inspector of Nuclear Installations,
blames a systematic failure in management for a decline in the
company's safety culture. If proper structures had been in place, it
says, falsification of data could never have taken place.’
This is a company that had obtained ISO 9001 certification but the
certification body had not examined culture when conducting the audit.
Customers were not satisfied. Culture is not overtly covered in ISO
9001 therefore one sometimes has to do more than what ISO 9001
requires to develop the capability needed to satisfy customer's needs