Is the implementation of ISO9001 QMS Beneficial for Services?
Maria Achilleoudes, Independent, Operational Excellence Consultant and Trainer, Cyprus
Keywords: Services, Challenges, Benefits
ISO 9001 is a quality management standard with requirements on the infrastructure of an organization, with main focus on the satisfaction of its customers with the products and services offered. Many customers nowadays require their suppliers to be certified by an independent body to the ISO 9001 standard. Internationally, over a million companies in manufacturing and service sectors have been certified in over 170 countries. In USA alone over 28000 organizations have been certified. This presentation begins with a brief introduction to the history of ISO9000 and the reasons why such concepts were adopted by organizations much before its introduction as a standard by the International Standards Organization in 1987. It outlines the challenges faced by the service sector in their efforts to improve their operations, at the same time comparing to the manufacturing sector. It proceeds to describe how implementing quality concepts in an organization enhances its productivity. It describes how the implementation of the QMS mechanisms helps a service organization deal with its challenges and utilize such mechanisms to improve customer satisfaction and improve its operations. Using a case of the implementation of ISO9001 QMS at the Card Center of a financial institution, it outlines how this function was benefited a) by going through the process of developing its QMS b) identifying how quality was translated in its specific operation and environment and c) how this function was benefited by adopting the IISO9001 QMS mechanisms.