ISO Meets Professional Services
"Total Quality Management" and "Quality Assurance/Quality Control" have represented some of the hottest topics in the built environment in recent years. For the most part, quality management relies on a single fundamental principle that should really serve as the core mission of any business: maximize productivity while minimizing costs. However, what looks good on paper is not always as easily transformed into reality. In similar theme, while discussing "quality" with a potential or existing client may seem easy enough, the actual application of a quality management system may be an entirely different story altogether! ....Until now...

Members of the service industry have recently discovered the benefits of ISO registration, which the manufacturing world has enjoyed for years.

A Brief Introduction
The ISO 9000 Quality Management model is comprised of sets of quality system requirements, or processes. The model was initially designed for the manufacturing sector and affects virtually every aspect of a business, from hiring and purchasing procedures to actual production. Basically, ISO standards are a concept by which an organization uses all resources available to it, builds long-term relationships with both clients and employees, and remains open to ways in which processes can be continuously improved for more efficient operation. Employees are involved and are expected to remain so, and training ensures that their skills continue to be relevant to the strategic goals of the organization. The ISO 9001 Standard applies to design and consulting firms.

There has been much written about the benefits of having a "Total Quality Management" system and many companies have such a system. However unless one is ISO certified, there is no guarantee that continued improvement and compliance is achieved. ISO 9001 certified firms undergo a rigorous audit by an independent outside firm prior to certification to verify the quality management system complies with the standard and that the system is implemented throughout the company. Annual audits by independent outside ISO 9001 auditors and internal audits by trained in-house personnel assure continued compliance with the standard.

What must be remembered is that the ISO standard is a model for a management system of quality assurance. In other words, the emphasis is on a company's own management, first and always, and it's premise is simple: SAY what you do, do what you say.

The Benefits
The results of ISO certification and the application of its standards is powerful - it changes a reactive system to a pro-active, preventative system. The benefits are numerous:

ISO 9001 forces an organization to focus on how they do business. Each procedure and work instruction must be documented and thus, becomes the springboard for continuous improvement. documented processes are the basis for repetition and help eliminate variation within the process. As variation is eliminated, efficiency improves. As efficiency improves, the cost of quality is reduced.

Employee morale is increased as they are asked to take control of, and document their work processes. Employees are empowered to change processes when necessary to improve their work performance and quality of their services.

Client satisfaction, and more importantly client loyalty, grows. As a company transforms from a reactive organization to a pro-active, preventative organization, it becomes a company people want to do business with.

Reduced problems result from increased employee participation, involvement, awareness and systematic employee training.

With the development of solid corrective and preventative measures, permanent, company wide solutions to quality problems are found and implemented.

Better services result from continuous Improvement processes. Improved profit levels result as productivity improves and rework costs are reduced.

Improved communications both internally and externally improves quality, efficiency, on time delivery and client relations.

Employees continuously improve their abilities ensuring that their skills remain relevant to the strategic goals of the organization as well as the client.

And perhaps most importantly, it fosters the understanding that quality is everyone's responsibility.

The Bottom Line
Many companies have abandoned total quality management in their quest for the next big management fad. However, adopting ISO Quality Management Standards, achieving certification and the continuous auditing of an organization proves a demonstrated commitment to quality and enhances a firm's reputation as a service minded organization. Being client-focused means that the organization will understand the client's current and future needs, will meet the client's requirements and even try to exceed them. And if an organization is client focused everybody wins.