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1. What guidelines do the ISO 9000 standards provide?

2. Who were the ISO 9000 standards developed by?

3. What is the management of quality?

4. How many standards do the ISO 9000 quality system standards include?

5. What is a prerequisite for doing business with companies in the EU countries?

6. What does certification to the ISO 9000 series standards assure the company’s customers?

7. How are companies registered to the ISO 9000 standards?

There are four tiers of documentation recommended for satisfying ISO 9000 requirements. These documents are: the Quality Policy Manual, Procedures, Work Instructions, and Records. A number of people within a company should be familiar with these documents and their requirements. Who needs to know? Since ISO 9000 starts with Upper Management, they should be aware of what types of documentation is needed to assist in keeping their business well organized. The Head of Quality in a company is often in charge of controlling these documents and specifying the requirements for them. The technical writers need to be aware of significance of these documents. Finally, the workers who may use the documents as guides, or who may have to fill in records, must know about the ideas behind these ISO 9000 documents, as well as the significance of them to the company and their jobs.

The Quality Policy Manual is a top-level document that states the company philosophy toward providing quality product and work. It states what you plan to do. Since it states the company philosophy and outlines how the business is to be run, it should be written in direct coordination with top management. The Quality Policy Manual usually includes the policy toward each of the ISO 9000 requirements. This goes beyond simply re-stating the requirement. Instead it needs a mission and vision from management.

A Procedure Manual should state how you plan to implement the policies stated in the Quality Policy Manual. It also states who is responsible for each ISO 9000 section. Procedures often involve several departments or work areas within a company. They often outline the workflow between departments, suppliers, and the customer.

Work Instructions involve the details of how an individual or group is to perform a specific task or job. This is very important to maintain uniformity, as well as to ensure that the job can still be done if a key employee is unavailable.

Keeping Records is certainly important for tracking design, costs, work, and product. The records should be reasonable. Some poorly run companies are careless in keeping records, while others keep unnecessary records. By following the ISO 9000 standards, along with having a good company policy toward quality, procedures that tell what will be done and who will do it, work instructions to assure consistency of operations, and solid record-keeping, a company can enhance its chances for success.

(Ron Kurtus, www.school-for-champions.com)

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