The new ISO 9001 standard now coming into force is revolutionary in character, in that its main focus has been switched from product to customer satisfaction. DNV Forum reports on the status of the first company in Sweden audited against the new standard.
Revision of the old ISO 9001: 1994 standard recognises the need for new and more effective means of competing in a deregulated international market. It provides for a pro-active approach towards the customer, and highlights the values of process flow and continual improvement of business performance to ensure customer satisfaction.
Swedish pilot study
RADIUS Sweden AB is a supplier of digital radio communication and automation software and hardware for power distribution networks, integrated into switches, remote control, data radio and automation. Customers are mainly power distributors and producers in Europe, North and South America and South East Asia.
DNV has carried out the audit of RADIUS new quality-management system based on the ISO Draft International Standard (DIS) 9001: 2000. RADIUS has been a member of a Swedish pilot study under the guidance of the Swedish General Standard Institution. The new standard is expected to be adopted by the International Organisation for Standardisation (ISO) later this year.
It is no exaggeration to say that this is the best quality system ever introduced, says Lennart Lindgren, quality manager at RADIUS. Its implementation has involved all employees including top level management, where everyone has contributed to create understanding and commitment to the processes between each activity. In this way we have put it into effect ourselves, and there is no-one else to blame if something should go wrong.
Customer focus
RADIUS has established crisis preparedness routines according to ISO/DIS 9001: 2000. By focusing on the customers needs it has detected possible deviations and made routines for how to handle each scenario. An Internet site has been opened for customers to give feedback on a continuous basis, while a NetMan-Visionary Group invites customers once a year to the head office, measuring customer satisfaction face to face.
The language of the new standard is simplified, making it genetic for most industries. However, as RADIUS staff point out, is it advisable to take time for interpretation before implementation begins.
The new version requires continuous improvements as part of the quality system. It should be done step by step, making sure everyone has reached the goal and is committed to it before moving further.
Third-party involvement
Lennart Lindgren stresses the importance of co-operation with a neutral third party during the implementation process in order to get started, to highlight problems, and to help increase performance. DNV Certification AB-Sweden has been responsible for the audit process, managed by lead auditor Martin von Berens. Its like a football match, he says, the winning team heading for the same goal together with the coach.