ISO 9000 is important because of its orientation. While the content itself is useful and important, the content alone does not account for its widespread appeal. ISO 9000 is important because of its international orientation. Currently, ISO 9000 is supported by national standards bodies from more than 120 countries. This makes it the logical choice for any organization that does business internationally or that serves customers who demand an international standard of quality.
ISO is also important because of its systemic orientation . Many people in this field wrongly emphasize motivational and attitudinal factors. The assumption is that quality can only be created if workers are motivated and have the right attitude. This is fine, but it doesn't go far enough. Unless the right attitude is institutionalize by supporting it with the right policies, procedures, records, technologies, resources, and structures, we can never achieve the standards of quality that other organizations seem to be able to achieve. Unless the organization establishes a quality attitude by creating a quality system, it will never achieve a world-class standard of quality.
Participants