Is ISO 9000 worth another look?

Hype for ‘Learning Company’

Knocking Copy for ‘Quality’

2000 revisions a good time to look at ISO 9000

Aim to establish some connections and continue discussion later

Website ‘Learning with ISO 9000’http://www.learn9.net

Work in print company 91-98ISO 9000 discontinued

93 Applied for MAML course

Currently Exetreme web designTrying to nd ways of working consistent with quality ideas

Network Publishing Mid 80s DTP etc Mid 90s Web Now : Adobe at Seybold

Hype and Knocking Copy

‘Quality Circles, the search for excellence and so on’ as part of the ‘litter of yesterday’s right answers’.

Labels seen as Phases, sequential solutions to problems rather than reecting values which co-exist.

Diagrams based on Burrell and Morgan can show connections between the different labels.

“The idea of a learning organisation is an analogy that is in productive tension with itself.” Victor Newman

Learning Organisation

Knowledge Management

ManagementLearning

ManagementScience

Relevant quote

“The concept (the learning organisation) can be seen as new in its emphasis on collective rather than individual learning, and is a useful reaction to the possibly regressive practices of total quality management and business practice re-engineering. However, it may fall into the trap of recycling the old, as represented by systems theory and some of the assumptions of humanistic organisation development which resurface in some of the more participative aspects of organisational learning thinking.”

Intro to Developments in Design Management Learning John Burgoyne, Michael Reynolds

Be Evidence Based

Web site for CEBSS designed by Exetreme

http://www.ex.ac.uk/cebsshttp://www.exetreme.com

Ways of Working With Web SitesCould be related to ISO 9000

Debate at conference raises similar issues

Social construction requires two way communication

Email, bulletin boards, collaboration not yet developed

Quality Assurance

“Quality assurance is the measurement of the actual level of the service provided plus the efforts to modify when necessary the provision of those services in the light of the results of the measurement.”

Williamson (1979)quoted in’Quality Assurance’ Diana N.T.Sale 2000

NOT InspectionSee ‘The Emerging Theory of Manufacturing’Peter Drucker in ‘Manufacturing Renaissance’ 1990

Total Quality

“Although the words total quality have now been borrowed from Japan and widely used in America, they may not have the same meaning. Total quality in the American context too often means impossibly high, theoretical standards foisted by engineers on workers, in short, business as usual.”

The Seven Cultures of CapitalismCharles Hampden-TurnerFons Trompenaars 1993

Soft Systems as a Learning Model

Web address for diagram

http://www.sfc.keio.ac.jp/~masanao/Mosaic_data/ssm.html

Change

Regulation

Subjective ObjectiveSoft Systems

Management

Problems with ISO 9000

Too much bureacracy

Too static

Too complex a model to think with

Not marketing orientated

see Vanguard websitehttp://www.lean-service.com

2000 Revisions9001 Requirements

Relies on objective evidence‘Process’modelFewer main clausesLess documentationManagement involvedCustomer focus

9004 Guidelines for performance improvements (ways to get round it)

(9000 Fundamentals and Vocabulary)

Double Loop Learning?

SystemReview

CorrectiveAction

1. Quality Management SystemQuality Manual and/or mental model

2. Management ResponsibilitySystem Review is key

3. Resource ManagementInput from System Review

4. Product RealisationThe main process

5. Measurement Analysis and ImprovementFeedback from process to management

Quality Systems have a formal basis for improvement.

10th Survey Dec 99 - Dec 00China + 10,548 UK +25 World Total 405,631 source ISO

Basic Metals, Electrical and Optical,Construction, Machinery and Equipment

Meetings

System ReviewExternal AuditCorrective Action Meeting

Actor Network Theory Auditors working with new standards Print industry media covering computer technology Is ISO 9000 worth another look?

Questions?

Link back to soft systems diagram

http://www.learn9.net

Network Publishing / Agile Manufacturing

ISO websitehttp://www.iso.ch/iso/en/iso9000-14000/index.html

BSI websitehttp://www.bsi-global.com/ISO9000Revisions2000/Overview/index.xalter

IQA websitehttp://www.iqa.org/

Will Pollardwill.pollard @eudoramail.com

Learning with ISO 9000http://www.learn9.net

Exetremec/o Hyperactive CaféIa Central Station CrescentQueen StreetExeter EX4 3SH