Achieving standard of quality, the ISO 9000<\/p>\n
By Simon Potter<\/p>\n
This is the first of three articles on ISO 9000, the
\ninternational quality system standard.<\/p>\n
JAKARTA (JP): ISO 9000. It's in the headlines, in the news, on
\nevery body's lips. It's revolutionizing companies and uniting
\ncontinents. It's universally recognized in Britain, but is
\nvirtually unknown to many Indonesians.<\/p>\n
So just what is ISO 9000?<\/p>\n
Some companies here have it; government ministers congratulate
\nthem on getting it, and newspapers devote whole pages to proclaim
\ntheir achievement. When questioned about it, some managers nod
\nwisely; others scratch their heads in bewilderment. Some mutter
\nvaguely about quality control and standards, international trade
\nand import regulations, but many people seem genuinely at a loss
\nto say exactly what it is.<\/p>\n
The truth about ISO 9000 may in fact be a lot more mundane
\nthan many non-business people would expect from all the fuss that
\nis being made about it. Put simply, ISO 9000 is the standard for
\ninternational quality.<\/p>\n
Now that may not excite or even mean much to the average guy
\nin the street, but in the business world, and in today's
\nIndonesia in particular, ISO 9000 seems, for many, the end of the
\nproverbial rainbow.<\/p>\n
ISO 9000 is not a standard which measures product quality;
\nrather it is a standard which measures the quality systems of
\ncompanies which make products or supply services. It applies not
\nto the products or services themselves, but to the systems by
\nwhich they are produced.<\/p>\n
It is so designed to apply to virtually any product or service
\nmade by any process anywhere in the world. And ultimately, ISO
\n9000 is about meeting the needs of customers through a production
\nsystem which is appropriate, planned, controlled, documented and
\nfully understood by all.<\/p>\n
And, while customers may be pleased to learn that there is
\nsome sort of quality control going on, the people who are really
\ngetting excited are the producers. ISO 9000 registration for an
\nIndonesian factory for example, means that factory's products are
\ncomparable - in terms of quality - with the best in the world.
\nAnd, all other things being equal, this means that its products
\ncan compete on equal terms with the best in the world.<\/p>\n
ISO registration causes no great commotion in the West. Ads
\ndon't go in the New York Times. Nor do cabinet ministers go on TV
\nto congratulate the latest recipients. But here in Indonesia,
\nit's a different ball game. ISO registration should indeed be a
\ngenuine source of national pride. ISO 9000 demonstrates that
\nIndonesia is taking its place among the world's industrialized
\nnations; it shows that Indonesia is increasingly becoming a force
\nto be reckoned with in the global economy, and that it no longer
\ndeserves to be considered a Third World backwater.<\/p>\n
And apart from the prestige that ISO 9000 undoubtedly
\nconfers, there are many tangible benefits too for the company
\nwhich seeks registration.<\/p>\n
In general, firms which are ISO 9000 registered are
\nperceived by customers to offer better quality than firms which
\nare not, and consequently they tend to have a competitive edge in
\nthe market place over non-registered firms.<\/p>\n
ISO 9000 registration can be an important weapon in
\nprotecting existing markets from competitors. According to
\nStephen F. Wityl, Virginia Panel Corp. of Waynesboro, Virginia,
\nsought registration specifically for the purpose of being able to
\ncontinue doing business in Europe.<\/p>\n
ISO 9000 can also be useful in opening up new markets. John
\nTaylor, of Ford Meter Box Co., Wabash, Indiana, says that his
\ncompany expects to earn additional world market shares from
\nregistration.<\/p>\n
And -- bad news for auditors -- registration to ISO will
\nprobably result in reduced audits. As ISO certification becomes
\nmore wide spread and understood, more and more customers will
\ncome to accept ISO registration instead of the multitude of
\naudits that many firms are required to undergo.<\/p>\n
But for Indonesian firms, perhaps the single most important
\nadvantage offered by ISO 9000 registration is access to markets
\nwhich otherwise would be difficult or even impossible to
\npenetrate. The European Community, for example, requires
\nregistration for certain products, such as commercial scales,
\nmedical devices, telecommunications terminal equipment and
\nconstruction products. Without registration, you cannot sell such
\nproducts in the European Community; with it, Europe is your
\noyster.<\/p>\n
Indeed registration is fast becoming an imperative for firms
\nwishing to do business in Europe, as the European Community moves
\nmore and more towards ISO requirements in every sector. But
\nIndonesian firms need not be daunted by this. ISO is a great
\nleveler. Whereas in the past, goods from Asia were regarded in
\nWestern markets as being of poor quality, nowadays, with ISO
\nregistration, they compete on a level playing field with the best
\nthat Germany, the U.S. and all the rest have to offer. And if
\nAsia can deliver the goods cheaper, then this represents a
\nsubstantial competitive advantage.<\/p>\n
Internally too, registration brings a firm many advantages.
\nAlthough not exclusively limited to firms registered to ISO,
\nthose that are tend to exhibit the following attributes:
\n * The notion that prevention is better than cure;
\n * Continuous assessment, review and corrective actions;
\n * Consistent communication within the process, and between the
\ncompany, its' suppliers and customers;
\n * Thorough record keeping and efficient control of critical
\ndocuments;
\n * Awareness by all employees of the concept of Total Quality;
\n * A high level of management confidence.<\/p>\n
These attributes invariably lead to the following tangible
\nbenefits for the company:
\n * Informed, competent management decision making;
\n * Dependable process input (supplier control);
\n * Control of quality costs;
\n * Increased productivity;
\n * Reduced waste;
\n * More satisfied customers.<\/p>\n
In short, an ISO registered company typically is lean,
\nsensitive to customer needs, pro-active, highly efficient and
\npositioned at the leading edge of its' industry.<\/p>\n
These are all pretty big claims of course. ISO 9000 is not a
\npanacea for all companies. Many firms will find it difficult to
\nachieve registration; many more won't even bother trying. But as
\nDr W. Edwards Deming, the management guru who is often credited
\nwith rebuilding Japan after World War II said, you don't have to
\ndo this. Survival is not compulsory.<\/p>\n
The writer works at the Indonesian Institute for Productivity,
\nJakarta.<\/p>",
"url": "https:\/\/jawawa.id\/newsitem\/achieving-standard-of-quality-the-iso-9000-1447893297",
"image": ""
},
"sponsor": "Okusi Associates",
"sponsor_url": "https:\/\/okusiassociates.com"
}