For a good time, call ISO-9000.

• Author: O'Bannon, Bob
• Position: International Organization for Standardization

Meeting international quality standards

If you are in business but do not understand ISO 9000, don't feel bad--you're not alone. In fact, if you haven't even heard of ISO 9000--you're still not alone. It has been estimated that as many as half of U.S. companies are still in the dark. But it also is true that it will become increasingly difficult for companies to remain competitive both globally and domestically without a commitment to ISO 9000 certification.

Causing some of the biggest problems are the myths and fallacies circulating about the standard. Read the following statements and answer true or false:

* You can be sure you will get a high-quality product from a company that claims ISO 9000 certification.

* ISO 9000 is the European equivalent of the Malcolm Baldridge Award.

* ISO 9000 only matters if your company exports.

* A company that claims it is "ISO 9000 certified" is not telling you the whole story.

Except for the last statement, all are false. A company that says it is ISO 9000 certified is not being specific enough because there are actually five different standards involved.

BACKGROUND

ISO 9000 was created in 1987 by the International Organization of Standards (in French, the corresponding initials are ISO) as a method by which companies can set up a definition of minimal system requirements that will help ensure items are provided in accordance with a good management practice. ISO 9000 does not guarantee the quality of a product; it simply assures that a company consistently follows its documented procedures. The purpose of the standard is to establish an international quality standard that manages every aspect of a product, starting with design and extending through manufacturing to post-sale support. Having an ISO 9000 certified supplier simply assures that once the supplier's quality has been approved, that level of quality will be maintained consistently.

THE STANDARDS

ISO 9000 merely refers to guidelines for selection and use of the other standards; it is not a standard to be met. ISO 9001 is the model for quality assurance in design/development, production, installation and servicing; it is the most comprehensive of the conformance standards. ISO 9002 is the model for quality assurance in production and installation; it addresses prevention, detection, and correction of problems during production and installation. ISO 9003 is the model for quality assurance in final inspection and test; it is the least comprehensive...