Quality Standards Update

by Paul Scicchitano



Pull Over, Slowpoke


If only a few companies lose their certificates,
what does this say about ISO 9000 registration?

Every month I get a bucket full of new press releases announcing ISO 9000 registrations-from the company that creatively spelled out ISO 9001 in multicolored plastic tubing (guess what they make?) to legendary Italian sportscar manufacturer, Ferrari.

Don't get me wrong. I'm not complaining about the fact that organizations want to publicize their registrations. On the contrary, I have tremendous respect for any company with the discipline to successfully implement and maintain a compliant quality system day in and day out. I can't imagine what would happen if an auditor set foot in my office for any purpose other than a scavenger hunt to find my desk. (It's buried under all the ISO 9000 announcements I never get around to filing.)

Still, my concern is this: With such a large and diverse number of certificate holders-more than 11,000 in the United States alone-doesn't anyone ever lose a certificate once it has been issued? If companies are losing their certificates for lack of compliance, it's not occurring in any statistically significant numbers. Think about it.

I suspect that a much greater percentage of motorists lose their licenses each year for driving too slowly during the morning commute. That's what's troubling. Surely not all companies can be perfect all the time, particularly in this age of corporate downsizing, mergers and constantly shifting priorities.

And if only a small number of companies ever lose their certificates, what does this say about ISO 9000 registration in the first place? After speaking with a number of industry experts, I have concluded that companies are willing to do whatever it takes to keep their certificates for several important business reasons, not the least of which are the benefits associated with registration.

Even nonbelievers are not about to give up their quality sheepskins given the tremendous investment in time and money it takes to get there in the first place. The average cost associated with registration, counting labor-hours and out-of-pocket expenses, is about $187,000, according to the "ISO 9000 Survey," co-published by Irwin Professional Publishing and Dun & Bradstreet Information Services. If that's not reason enough, count on your competitors posting an electronic message on the Goodyear blimp to embarrass you in the event your certificate is withdrawn.

Even if your registrar agrees to be silent out of professional courtesy or fear of scaring away new business, your competitors somehow will find out and start blabbing to anyone who will listen. (Not to take anything away from company X, but if they're so good, ask them what happened to their ISO 9000 certificate. By the way, did you see our ad on the Goodyear blimp?)

As one registrar explains, it's like returning to a five-star restaurant. If you discover that a couple of stars have fallen off the sign since your last visit, you might think twice about asking the maitre d' to seat you.

What we're seeing, though still not in any great numbers, are a few companies that voluntarily surrender their ISO 9000 certificates. Though infrequent, this is something that has occurred and will continue to occur. This is generally the result of mergers or plant closings, but also because companies may want to select a new registrar. Many of the three-year registration certificates issued in North America are just now beginning to come up for renewal.

There are essentially three ways to lose your certificate: failing to maintain the certified system, violating the terms of the certification agreement or incorrectly using the certification mark.

How do so many companies remain compliant over an extended period? According to a number of registrars and industry experts, the third-party system is set up in such a way as to promote compliance. Typically, companies are given more than one opportunity to correct nonconformances before registrars take action.

Short of actually telling clients how to fix problems, most registrars work with companies to set up corrective action plans so that nonconformances are corrected within a prescribed time period-usually anywhere from 30 to 90 days, depending on the registrar's policy and the complexity and seriousness of the problem. Many registrars say their clients jump when given a deadline to fix problems that could jeopardize their registration status.

The lesson here is that you should not view ISO 9000 registration as a quick fix or as something that will please a particular customer. It should be integrated into a long-term business strategy.

Once you get registered, it may be too late to go back.

About the author

Paul Scicchitano is managing editor of Quality Systems Update and QSU's Environmental Management Report, monthly newsletters devoted to ISO 9000, QS-9000 and ISO 14000 by Irwin Professional Publishing, 11150 Main St., Suite 403, Fairfax, VA 22030. Telephone (703) 591-9008, fax (703) 591-0971 or e-mail isoeditor@aol.com.