Using ISO 9000 to Drive Total Quality

Abstract

In the flurry of working for ISO 9000 registration, we can too easily lose sight of the link between ISO 9000 and total, customer‐driven, quality. However, through careful planning, the ISO 9000 process can drive the quality process as well. This happens in two ways: first, both emphasize the importance of managing internal processes. To strengthen this link, take an approach towards implementing ISO 9000 that examines and improves all the processes within the system, as every one has an impact on the customer. Second, ISO 9000 standards do not prescribe how to accomplish its goals. Therefore, structure the ISO 9000 registration effort in a way that supports the concepts of total quality: employee empowerment and involvement, teamwork, emphasizing cross‐functional communication and, paramount among these, customer focus. Discusses these concepts using examples from the experience of Ethyl Corporation during eight completed ISO 9000 registrations, and with three more in progress.

Citation

Tague, N.R. (1994), "Using ISO 9000 to Drive Total Quality", Managing Service Quality: An International Journal, Vol. 4 No. 1, pp. 24-27. https://doi.org/10.1108/09604529410796017