ISO Misuse!!

Misuse of ISO name is becoming rampant in the services sector now. For anything and everything, the QAMs are calling for procedures in the name of ISO requirements. Their only aim is to prolong their existence
by periodic internal audits based on these procedures. But does the
core policy of ISO insist on such procedures? My own firm opinion is negative in this regard. ISO does not call for detailed written procedures for each and every one of those processes involved in any business. Those who have formulated the basic requirements for ISO certification are not foolish enough to insist on rigid procedures for inherently flexible activities like business development and invoicing.

Any business runs on certain unique skills of a single or set of individuals. And none of the activities or processes that depend on those special skills will be amenable to written down procedures applicable at all times. It would be foolish to tie down human creativity to ISO procedures.

Engineering industry is the most hit by the QAMs' misinterpretation of ISO policies. In many companies we can find procedures for even frivolous activities. The dirty work of an incompetent survivor in the form of QAM in the company will be very much evident in such cases.

Under the guise of an ISO requirement, the cheeky QAM will force the vulnerable CEO to go in for procedures in all areas of operation. It is now common knowledge that almost all aspects of Design and Engineering are standardized by the work of several professional bodies and associations. The need for additional ISO procedures to cover these activities is either unwanted or counter productive. Yet many such organizations fall into the trap set by the Quality Assurance brigade and become white elephants in no time.

The whole services sector is flooded with QAMs at present. And many of them are outdated professionals past their expiry date. One quick survey of the average age and health of QAMs in the services sector companies in one metropolis is enough to prove this point. The only way for these hangers-on to survive in the industry is to make procedural cocoons and trap those who are doing the real work.

Regular internal audits and making 'arrangements' for external auditors are some of the most 'sophisticated' exercises they can survive on. The immense damage they are doing to the name of ISO in the industry is something that shouldn't miss the attention of the ISO office bearers.

The sooner ISO come crystal clear about their minimum requirements in the service industry the better for the prestigious organization. Otherwise, ISO's would become an unwanted certification very soon, buried deep in the quicksand of unwanted procedures.

Quality Profit