Service with a smile – ISO 9001
'ISO 9001:2000: A workbook for service organizations' is designed to make it easier for service providers to implement ISO 9001.
According to the World Trade Organization, the value of world trade in commercial services increased in 2004 by 16per cent to US$210 trillion. The cross-border trade in services includes business process outsourcing and offshoring that offer a host of opportunities for developing countries in particular. One way that organizations in developing countries can increase their market share in such opportunities is by ensuring competitiveness through the implementation of a quality management system (QMS), such as one based on ISO 9001.
The ISO/ITC workbook targets service organizations with fewer than 20 employees, such as accountants, architects, engineers, lawyers and management consultants. Practical in its approach, it focuses on the discussions, decisions and steps that make up a programme to implement an effective QMS.
With the aid of questions and checklists, it guides the service company manager through the following stages: making a decision to implement ISO 9001; planning an approach; designing the QMS; and managing documentation.
There are also chapters giving support on getting certified, and after certification. The appendices include tips on working with external consultants. Certification is, however, not a requirement of ISO 9001. The QMS can be implemented solely for the benefits it brings internally and to the organization’s customers.