December, 2001 Newsletter Articles

Possible ISO Standards for Social Responsibility

Dec 12, 2001 in Newsletter | 0 comments

ISO’s Committee on consumer policy (COPOLCO) is carrying out a feasibility study on standards for corporate social responsibility and has launched an online forum to gather your views. The forum, hosted by the Canadian Office of Consumer Affairs, has been set up for worldwide discussion of the possible role of standards in defining the elements of corporate social responsibility. The forum has been designed to increase awareness and promote constructive discussion of new and existing corporate social responsibility initiatives, as well...

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ISO 9000 Guidelines for the Health Care Sector

Dec 12, 2001 in Newsletter | 0 comments

The guidelines for implementing ISO 9000 quality management systems in the health care sector have been published by ISO as its first “International Workshop Agreement”. IWA 1 was developed from an earlier draft jointly developed by the American Society for Quality (ASQ) and the Automotive Industry Action Group (AIAG). IWA 1, Guidelines for Process Improvements in Health Service Organizations, is based on ISO 9004:2000, Guidelines for Performance Improvements. IWA 1 contains much of the text of ISO 9004:2000, supplemented by...

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Customer Satisfaction

Dec 12, 2001 in Newsletter | 0 comments

Clause 8.2.1 of ISO 9001:2000 requires an organization to “monitor information relating to customer perception as to whether the organization has met requirements”. It also requires methods be determined for “obtaining and using this information”. Your organization should define the process for requesting, measuring, and monitoring customer feedback on a continual basis. Sources of information include customer complaints, product returns, questionnaires, user surveys, focus groups, trip reports, comment cards, service...

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Ten Tips for Selecting and Using a Consultant – 1. Understand the reasons for using a consultant

Dec 12, 2001 in Newsletter | 0 comments

Why do organizations use consultants? An organization may realize it lacks the expertise, time, experience, or objectivity to perform the work without outside assistance. Expertise: One of the most common reasons for hiring a consultant is when you need expertise that is not available within your own organization. Although your staff may have been trained on ISO 9001:2000 requirements, they may not have the in-depth knowledge needed to establish the quality management system on their own. Many consultants are also certified auditors and able...

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Ten Tips for Selecting and Using a Consultant – 2. Identify the services you need from a consultant

Dec 12, 2001 in Newsletter | 0 comments

Now that you understand the basic reasons why your organization may want to use a consultant, you must determine the needed range of services. Competent consultants should be able to plan the activities, document your processes, suggest good practices, teach onsite classes, conduct internal audits, and recommend system improvements. A typical sequence of services is for the consultant to teach a class on quality concepts and ISO 9001:2000 requirements, followed by a gap analysis to determine the compliance level of your current system. Using...

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Ten Tips for Selecting and Using a Consultant – 3. Decide on the selection criteria

Dec 11, 2001 in Newsletter | 0 comments

Once the decision is made to use a consultant, and the proposed services are defined, you must agree on the criteria for selecting the right consultant for your organization. Consider the following factors: Credentials: See if the consultant is an RAB or IRCA certified auditor or lead auditor. This certifies the person is qualified to audit ISO 9001 quality management systems. Although some competent consultants may not be certified auditors, those that are can speak from experience when they interpret requirements and assess your...

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Ten Tips for Selecting and Using a Consultant – 4. Find the consultant

Dec 10, 2001 in Newsletter | 0 comments

After you’ve decided on the criteria for choosing a consultant, it is time to locate possible candidates. Unfortunately, finding the right consultant can be a frustrating experience if your organization doesn’t go about it in a thoughtful and methodical way. You have settled on the selection criteria, but it may still be difficult to confidently assess the consultants before the work is done. As a result, it is very important to identify a good set of consultants to enter the evaluation process. Prior Use: The ideal way to find a good...

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Ten Tips for Selecting and Using a Consultant – 5. Request a proposal

Dec 9, 2001 in Newsletter | 0 comments

Now that you have identified a group of possible consultants, you should ask them to submit proposals for your evaluation. To help them propose the appropriate services, include the following information in your request: Scope: Describe the expected scope of work. Are you looking for specific documentation help or general consulting assistance? Do you want onsite training classes or an audit of your system? If you are not sure what you need, then request a discovery stage where the consultant performs a gap analysis and proposes the project...

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