Why do we need ISO 9001: Bureaucratic red-tape or a boon for all?

 

ISO 9001 often does not deliver the much-lauded benefits of putting a quality management system in place. Not because the standard does not give the right framework, but because it is often poorly interpreted and implemented. In such organizations ISO 9001 is only seen as bureaucratic red tape and the culture then does not allow the system to deliver the results envisioned.

Quality management systems based on ISO 9001 require the active involvement of leadership. Quality is everyone’s responsibility and starts with the person at the very top of the organization. When this leadership involvement is lacking then it percolates down through the organization. Poorly implemented systems also suffer from overdocumentation of the system and documentation of the system without the involvement of the users. When procedures that do not work for the users or maker sense to them are forced down upon the users, they are less likely to use them. Initially when implemented, the users may even try suggesting changes for improvement or to reflect what they do. However, when this is met with pushback or lack of response, they over time stop suggesting changes.

ISO 9001 is not prescriptive with the documentation needed for the system to be effective. This in order that the standard is applicable to all types of organizations and industries. ISO 9001 leaves it up to the organization to determine the documentation needed for the system to be effectively controlled. It does require certain records to be kept as evidence of conformity. Systems that are documented to the clauses of the standard or to please auditors in due course become bureaucratic systems that do not work for the users. They become systems where the procedures are extensively documented, where users are more likely to trip up as the procedure does not reflect what they do, or they do not understand it and are afraid to ask.

ISO 9001 provides the framework for a process-based system approach. It allows organizations to tailor the standard to fit what they do to deliver the objectives they have determined. When the standard is well implemented ISO 9001 can deliver benefits in productivity, cost reduction, and better employee morale. We have seen this in ISO 9001 consulting projects that we have implemented using QMII methodology used and improved since 1986. ISO 9001 when correctly implemented is a boon to the organization and the users of the system. The system connects the policy to what they do and they see how they fit in the bigger picture. There is more involvement, non-conformities and risks and freely reported and the customer benefits from a better product.