Standards Features

Denise Robitaille's picture
Denise Robitaille
It’s been my experience as an auditor and as a consultant that the overwhelming majority of corrective actions originate from customer returns. The good news is that the corrective action request (...
Quality Digest's picture
Quality Digest
How is it possible to ship customers the right product, on time, and still fail to fulfill their requirements? Most organizations do a pretty good job of determining what product the customer wants...
Denise Robitaille's picture
Denise Robitaille
A recurrent theme that dominates discussion on the establishment of corrective action programs is the practice of channeling problems through multiple conduits for assessment and resolution....
Denise Robitaille's picture
Denise Robitaille
I’ve long been a proponent of involving as many individuals as possible in corrective action, both during the root cause analysis phase and during the development of the action plan. Middle...
Denise Robitaille's picture
Denise Robitaille
Have you ever wondered how to demonstrate to a manager the rationale behind the ISO 9001 requirements for competence and training? It isn’t uncommon to find quality managers, consultants or...
Denise Robitaille's picture
Denise Robitaille
Perhaps one of the hardest persisting sells for the average quality professional is the challenge of effectively communicating the benefits of preventive action to senior management. The sales pitch...
Denise Robitaille's picture
Denise Robitaille
I often get asked: “What’s the best software package?” Individuals are usually looking for guidance in selecting a program to manage corrective actions, facilitate document...
Paula Esty's picture
Paula Esty
This article reviews management review in the latest ISO 14001 standard revision, including the management review requirement update and system recommendations for ISO 14001:2004 compliance. The...
Denise Robitaille's picture
Denise Robitaille
The Abbott and Costello routine “Who’s on First?” is one of the greatest comic treasures of our time. Bud Abbott begins listing the improbable names of his team players: Who, What...
Denise Robitaille's picture
Denise Robitaille
It’s logical to expect the purchasing process to fall under the purview of the purchasing department. However, the reality is that in most organizations there are people from different departments...
Denise Robitaille's picture
Denise Robitaille
Occasionally, when I’m waiting for a flight, the small talk with fellow travelers will meander into discussions about the purpose of our respective trips. When I tell them that I’m on my way to...
Anonymous's picture
Michael S. Ferguson and Gregory P. Ferguson
For years, many companies have expended countless dollars and painful hours to comply with the various requirements of ISO 9001. Now, some of these companies are being asked to meet the provisions of...
David Parlagreco's picture
David Parlagreco
The concept of establishing goals and flowing them throughout an organization isn’t new in business or in quality management system standards. In ISO 9001:1994, the establishment of goals was...
Denise Robitaille's picture
Denise Robitaille
I was channel surfing the other day, looking for some local news that would tell me why I had woken up to a power outage that had lasted the better part of the morning. I don’t usually watch TV...
Robert Kozak's picture
Robert Kozak
Adding value by auditing using the process- and metric-driven approach requires new methods and an increased focus on supplier performance metrics (i.e., scorecards). A change in how auditors work...
Denise Robitaille's picture
Denise Robitaille
Good morning, everyone. On behalf of Galactic Registrars Interstellar Network (GRIN), I’d like to express our appreciation to your organization for selecting us as your ISO 9001 registrar....
Denise Robitaille's picture
Denise Robitaille
I was recently asked to write about the ISO 9001:2000 requirements that are still giving folks a hard time. Recent audits that I’ve conducted have led me to conclude that there are several...
Denise Robitaille's picture
Denise Robitaille
I’ve long been frustrated, both as an auditor and as a consultant, by the unique exemption most organizations extend to distributors. It’s a common practice for purchasing personnel to...
Anonymous's picture
How did your quality system get so complex and redundant? Many companies established their quality systems after having purchased a software program with a “canned” quality manual and...
Denise Robitaille's picture
Denise Robitaille
Perhaps the single most pervasive reason top management resists the implementation of a quality management system relates to our failure, as quality professionals, to demonstrate the return on...