CHAPTER 9
QUALITY STANDARDS
Quality Standards
• In essence, a standard is an agreed way of doing something. It could be
about making a product, managing a process, delivering a service or
supplying materials.
• Standards are important in international trade because incongruent
standards can be barriers to trade, giving some organizations advantages
in certain areas of the world.
The criteria to address are categorized as:
1. Leadership- examines how senior executives guide the organization and how the
organization addresses its responsibilities to the public and practice good citizenship.
2. Strategic planning- examines hoe the organization sets strategic directions and
how it determines key action plans.
3. Customer focus- examines how organization determines requirements and
expectations of customers and markets; builds relationships with customers; and
acquires, satisfies, and retains customers.
4. Measurement, analysis and knowledge management- examines the
management effective use, analysis and improvement of data and information to
support key organization processes and the organization’s performance management
system.
5. Workforce focus- examines how the organization enables its workforce to develop
its full potential and how the workforce is aligned with the organization’s objectives.
6. Process management- examines aspects of how key production/ delivery and
support processes are designed, managed and improved.
7. Results- examines the organization’s performance and improvement in its key
business areas; customer satisfaction, financial and marketplace performance, human
resources, supplier and partner performance, operational performance and
governance and social responsibility. The category also examines how the
organization performs relatively to competitors.
ISO STANDARDS
The International Organization for Standardization (ISO) is an international standard-
setting body composed of representatives from various national standards
organizations.
The international Organization for Standardization (ISO) is non-governmental network of
national agencies whose purpose is the development of international standards for
business and government.
Different Types of ISO
• Quality management
The ISO 9000 family addresses various aspects of quality management and contains
some of ISO’s best known standards. The standards provide guidance and tools for
companies and organizations who want to ensure that their products and services
consistently meet customer’s requirements, and that quality is consistently improved.
• Environmental management
ISO 14001:2004. This ISO standard is the basis of development of an environmental
management system (EMS). An EMS is a set of guidelines and procedures
developed by an organization to ensure compliance.
ISO 14004:2004. This ISO standard provides more specific information for implementation
and maintenance of an EMS, with the aim to continually improve the plan based on its
performance.
ISO 5001. This yet-to-be-released standard will address energy management and ways to
increase energy efficiency and reduce environmental impact of organizations.
• Health and Safety
ISO 22000. This ISO standard sets global guidelines for food safety and handling.
Major corporations have embraced this standard, including Arla Foods and Kraft Foods.
Its aim is to focus on the entire food chain and reduce hazards and safety issues such
food-borne illnesses.
• Transportation
ISO/TS 16949. This standard reviewed all areas of the automotive industry supply
chain.
ISO/PAS 30003: 2008. This standard looks at specific concerns within shipping and
marine technology.
• Social Responsibility
ISO 26000. This standard assures that business and organizations do not operate in a
vacuum. Their relationship to the society and environment in which they operate is a
critical factor in their ability to continue to operate effectively.
ISO 26000:2010. This standard provides guidance rather than requirements so it
cannot be certified to unlike some other well-known ISO standards. Instead, it helps
clarify what social responsibility is.
• Food and Safety Management
ISO 22000. The ISO 22000 family of International Standards addresses food safety and
management. The consequences of unsafe food can be serious and ISO’s food safety
management standards help organizations identify and control food safety.
• Information Security Management
ISO/IEC 27001. The ISO 27000 family of standards helps organizations keep
information assets secure. Using this family of standards will help the organization
manage the security of assets such as financial information, intellectual property,
employee details or information entrusted to you by third parties.
END OF
CHAPTER
9
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