Quality Standards Update
by Paul Scicchitano
Pull Over, Slowpoke
If only a few companies lose their certificates,
what does this say about ISO 9000 registration?
Every month I get a bucket full of new press releases announcing ISO 9000
registrations-from the company that creatively spelled out ISO 9001 in multicolored
plastic tubing (guess what they make?) to legendary Italian sportscar manufacturer,
Ferrari.
Don't get me wrong. I'm not complaining about the fact that organizations
want to publicize their registrations. On the contrary, I have tremendous
respect for any company with the discipline to successfully implement and
maintain a compliant quality system day in and day out. I can't imagine
what would happen if an auditor set foot in my office for any purpose other
than a scavenger hunt to find my desk. (It's buried under all the ISO 9000
announcements I never get around to filing.)
Still, my concern is this: With such a large and diverse number of certificate
holders-more than 11,000 in the United States alone-doesn't anyone ever
lose a certificate once it has been issued? If companies are losing their
certificates for lack of compliance, it's not occurring in any statistically
significant numbers. Think about it.
I suspect that a much greater percentage of motorists lose their licenses
each year for driving too slowly during the morning commute. That's what's
troubling. Surely not all companies can be perfect all the time, particularly
in this age of corporate downsizing, mergers and constantly shifting priorities.
And if only a small number of companies ever lose their certificates, what
does this say about ISO 9000 registration in the first place? After speaking
with a number of industry experts, I have concluded that companies are willing
to do whatever it takes to keep their certificates for several important
business reasons, not the least of which are the benefits associated with
registration.
Even nonbelievers are not about to give up their quality sheepskins given
the tremendous investment in time and money it takes to get there in the
first place. The average cost associated with registration, counting labor-hours
and out-of-pocket expenses, is about $187,000, according to the "ISO
9000 Survey," co-published by Irwin Professional Publishing and Dun
& Bradstreet Information Services. If that's not reason enough, count
on your competitors posting an electronic message on the Goodyear blimp
to embarrass you in the event your certificate is withdrawn.
Even if your registrar agrees to be silent out of professional courtesy
or fear of scaring away new business, your competitors somehow will find
out and start blabbing to anyone who will listen. (Not to take anything
away from company X, but if they're so good, ask them what happened to their
ISO 9000 certificate. By the way, did you see our ad on the Goodyear blimp?)
As one registrar explains, it's like returning to a five-star restaurant.
If you discover that a couple of stars have fallen off the sign since your
last visit, you might think twice about asking the maitre d' to seat you.
What we're seeing, though still not in any great numbers, are a few
companies that voluntarily surrender their ISO 9000 certificates. Though
infrequent, this is something that has occurred and will continue to occur.
This is generally the result of mergers or plant closings, but also because
companies may want to select a new registrar. Many of the three-year registration
certificates issued in North America are just now beginning to come up for
renewal.
There are essentially three ways to lose your certificate: failing to maintain
the certified system, violating the terms of the certification agreement
or incorrectly using the certification mark.
How do so many companies remain compliant over an extended period? According
to a number of registrars and industry experts, the third-party system is
set up in such a way as to promote compliance. Typically, companies are
given more than one opportunity to correct nonconformances before registrars
take action.
Short of actually telling clients how to fix problems, most registrars work
with companies to set up corrective action plans so that nonconformances
are corrected within a prescribed time period-usually anywhere from 30 to
90 days, depending on the registrar's policy and the complexity and seriousness
of the problem. Many registrars say their clients jump when given a deadline
to fix problems that could jeopardize their registration status.
The lesson here is that you should not view ISO 9000 registration as a quick
fix or as something that will please a particular customer. It should be
integrated into a long-term business strategy.
Once you get registered, it may be too late to go back.
About the author
Paul Scicchitano is managing editor of Quality Systems Update
and QSU's Environmental Management Report, monthly newsletters
devoted to ISO 9000, QS-9000 and ISO 14000 by Irwin Professional Publishing,
11150 Main St., Suite 403, Fairfax, VA 22030. Telephone (703) 591-9008,
fax (703) 591-0971 or e-mail isoeditor@aol.com.