Q : Dear Nik, is there a possibility of integrating ISO 9000 and TQM
Thank your for such an interesting query. FYI, there have been endless debates by the 'so-called knowledgable people' but to tell the truth..I'm really BORED seeing the debates.
I can do a long dissertation on the answer but I won't be doing that as it will create further massive boredom among the readers.
I just go quickly by touching only on the 2 'typical' core principles of TQM (without touching too much on 6 Sigma or other quality-oriented programs) that matches the ISO 9000.
First of all, you must understand that the actual standard of ISO 9001:2000 (note the no. "1") touches too much on the compliance issues but never touched on HOW to comply according to YOUR company's requirements. (a customized and usable system)
Thus, it is an 'irony' that I have to adopt the good old TQM principles and approaches in order to make all my clients' ISO 9001:2000 system to work - otherwise I'll be lost. (Personally my tendency and support are towards TQM rather than the 'rigid' ISO 9001:2000 - which makes me 'personally' a TQM man rather than ISO man)
Principle 1 - Customer or Client or Interested Parties related to your organization (general public, end-user/consumer, shareholder, authorities etc) - This issue will be supported and communicated effectively by means of Contract/Tender (Client's requirements), Meetings with Clients, Customer Comments/Complaints Handling, Customer Satisfaction Survey, documentation/forms/checklists, data analysis so on and so forth.
Historically speaking, TQM has been focussing and talking about the significance of having a 'Customer' long before ISO 9000 was born. (Nowadays TQM has evolutionized in theory to Knowledge Management - see my other views in this thread KM - which goes deeper into business and marketing/branding)
The ISO 9001:2000 (again note the no. "1") also touched on this matter (Customer) as well but not much in terms of approach or how to do it - not only a matter of complying but also can be effectively implemented in your organization. Thus, without realizing that the companies already 'having' a system (which is based mostly on TQM before ISO came in) have 'recreated' or 'reinvented' the wheel just to comply to ISO 9001:2000 - it's such a waste!
I told many companies having TQM based system that; with proper application; they can use TQM as '2 steps ahead' to get ISO 9001:2000 but they must know how to interface or marry the 'two'.
Another core principle is Continuous Improvement - which simply means the journey must go on (this phrase is mentioned both ISO and TQM) - how? -Susceptible to the surroundings and where applicable - latest trends (the latter phrase is mentioned only and originally by TQM).
This 'Continuous' 'thing' or is again also part and parcel of TQM when "ISO 9000 was still in diapers". ISO 9001:2000 calls this phrase as Continual Improvement and very surprisingly, I was told that Continuous means in the context of quality (not English) e.g. - a series of process say..manufacturing, put to a halt and resume later while Continual is about the overall system need to be improved from time to time (what a joke!)
The irony about ISO 9001:2000 is that the mentioning of Continual Improvement is merely based on Client's Complaint on defects and poor/shoddy workmanship. It is NOT clear HOW an organization could improve internally (by its' own initiative) except when Customer started to complain.
Yes, you might say to me that "No! Nik I think you're wrong, cos I've seen companies with ISO 9000 improved their internal management or business strategy by having 'Branding'"
My answer to you is simple - "Does ISO 9001:2000 mention anything/anywhere in teh standard about 'Branding'...thus it is again related to TQM and NOT ISO - thus the approach of improving an organization is unconsciously related to TQM as TQM also touches on the significance of Advertising and Promotion. Even the interpretation of the whole elements and clauses of ISO 9001:2000 are derived from TQM without the 'interpreter' knowing that he/she is doing it!
There are more where this two 'elements' come from...suffice it to quote on 'Two' of them. You see, many have been so confused and in the end they have to make 'TWO separate quality systems'...
In Malaysia, although the TQM and ISO 9001:2000 have been given the possibility of merging, unfortunately the fact is 'it is easier said than done' - this is due to failure in the 'buzzwords' been coined a very looong time a go - "paradigm shift".
I hope that I've given you some enlightening on this matter. But this reply of mine is of personal nature...my answer is YES but the reality says NO (NO because ISO 9001:2000 is still considered 'independent' - look at the cert - thus, 'there is no rooms and allocation for TQM to be intergrated in ISO' which is not made by myself but by 'some parties' which I think is ridiculous!)
Thank your for such an interesting query. FYI, there have been endless debates by the 'so-called knowledgable people' but to tell the truth..I'm really BORED seeing the debates.
I can do a long dissertation on the answer but I won't be doing that as it will create further massive boredom among the readers.
I just go quickly by touching only on the 2 'typical' core principles of TQM (without touching too much on 6 Sigma or other quality-oriented programs) that matches the ISO 9000.
First of all, you must understand that the actual standard of ISO 9001:2000 (note the no. "1") touches too much on the compliance issues but never touched on HOW to comply according to YOUR company's requirements. (a customized and usable system)
Thus, it is an 'irony' that I have to adopt the good old TQM principles and approaches in order to make all my clients' ISO 9001:2000 system to work - otherwise I'll be lost. (Personally my tendency and support are towards TQM rather than the 'rigid' ISO 9001:2000 - which makes me 'personally' a TQM man rather than ISO man)
Principle 1 - Customer or Client or Interested Parties related to your organization (general public, end-user/consumer, shareholder, authorities etc) - This issue will be supported and communicated effectively by means of Contract/Tender (Client's requirements), Meetings with Clients, Customer Comments/Complaints Handling, Customer Satisfaction Survey, documentation/forms/checklists, data analysis so on and so forth.
Historically speaking, TQM has been focussing and talking about the significance of having a 'Customer' long before ISO 9000 was born. (Nowadays TQM has evolutionized in theory to Knowledge Management - see my other views in this thread KM - which goes deeper into business and marketing/branding)
The ISO 9001:2000 (again note the no. "1") also touched on this matter (Customer) as well but not much in terms of approach or how to do it - not only a matter of complying but also can be effectively implemented in your organization. Thus, without realizing that the companies already 'having' a system (which is based mostly on TQM before ISO came in) have 'recreated' or 'reinvented' the wheel just to comply to ISO 9001:2000 - it's such a waste!
I told many companies having TQM based system that; with proper application; they can use TQM as '2 steps ahead' to get ISO 9001:2000 but they must know how to interface or marry the 'two'.
Another core principle is Continuous Improvement - which simply means the journey must go on (this phrase is mentioned both ISO and TQM) - how? -Susceptible to the surroundings and where applicable - latest trends (the latter phrase is mentioned only and originally by TQM).
This 'Continuous' 'thing' or is again also part and parcel of TQM when "ISO 9000 was still in diapers". ISO 9001:2000 calls this phrase as Continual Improvement and very surprisingly, I was told that Continuous means in the context of quality (not English) e.g. - a series of process say..manufacturing, put to a halt and resume later while Continual is about the overall system need to be improved from time to time (what a joke!)
The irony about ISO 9001:2000 is that the mentioning of Continual Improvement is merely based on Client's Complaint on defects and poor/shoddy workmanship. It is NOT clear HOW an organization could improve internally (by its' own initiative) except when Customer started to complain.
Yes, you might say to me that "No! Nik I think you're wrong, cos I've seen companies with ISO 9000 improved their internal management or business strategy by having 'Branding'"
My answer to you is simple - "Does ISO 9001:2000 mention anything/anywhere in teh standard about 'Branding'...thus it is again related to TQM and NOT ISO - thus the approach of improving an organization is unconsciously related to TQM as TQM also touches on the significance of Advertising and Promotion. Even the interpretation of the whole elements and clauses of ISO 9001:2000 are derived from TQM without the 'interpreter' knowing that he/she is doing it!
There are more where this two 'elements' come from...suffice it to quote on 'Two' of them. You see, many have been so confused and in the end they have to make 'TWO separate quality systems'...
In Malaysia, although the TQM and ISO 9001:2000 have been given the possibility of merging, unfortunately the fact is 'it is easier said than done' - this is due to failure in the 'buzzwords' been coined a very looong time a go - "paradigm shift".
I hope that I've given you some enlightening on this matter. But this reply of mine is of personal nature...my answer is YES but the reality says NO (NO because ISO 9001:2000 is still considered 'independent' - look at the cert - thus, 'there is no rooms and allocation for TQM to be intergrated in ISO' which is not made by myself but by 'some parties' which I think is ridiculous!)
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