ISO 9000

2. Improving Existing Practice

Implementing a quality system usually involves recording current methods of doing key tasks.

2.1 Start by looking at your practice in key areas. These will tend to be:

• 'Mission critical' activities, where errors will cause serious problems.Typically, these will be activities which directly affect customer satisfaction.
• Areas which are causing concern.

2.2 Plan your approach.

• Think about what resources you will need.
• Analyse your current business processes by discussing them with the employees involved.
• Agree a format for recording information.This will include a description of any processes and any related instructions.
• Document the processes in the agreed format.
• Authorise the processes.Usually, a specified senior manager will be responsible for authorisation.

2.3 Do what is necessary to implement the processes.

• Distribute details of the processes to the employees involved.
• Train employees to ensure they are competent at their job.

2.4 Check the new processes are working.

Problems may occur, because of:

• Errors in the earlier process-writing stage.
• Employees working in a different way from that agreed.
• Changes in circumstances since the original processes were agreed.

2.5 Act to correct the problems, by:

• Reviewing results from the checking process.
• Preparing (and authorising) revised processes.
• Ensuring that employees are trained to follow the revised processes.