• processes that cover job planning, purchasing and procurement, work production, administration, management, meetings, training, record management, client enquiries, compliance and risk management
• procedures that specify how processes are efficiently performed
• guidelines that link related processes
• strategic plans (eg business goals and budgets)
• control of master forms and templates
• control of records
• control of resources
• processes for measuring and reviewing performance against set targets
• processes for measuring client satisfaction
• processes for identifying and implementing improvements.

A good Quality Management System:

• is accessible
• is organised and logical
• is simple to change and update
• is useful for training new staff
• identifies risks and how to control them
• identifies good disciplines which reduce waste of time and resources
• has records that verify quality controls where required
• has records that verify identification and traceability of quality and compliance where required
• helps you to plan, run and review your business in a systematic way.

A quality system should not be a shelf full of wordy manuals written in QA jargon and only used in panic, just before the auditor arrives. (Consider this - the auditor visits you one or two days a year - your staff are at work for up to 300 days a year.)

The procedures and forms should use the language of your business and industry and not be a generic document offered by a consultant.

A fully implemented system should provide your business with:

• satisfied clients
• increased staff involvement and job satisfaction
• improved quality and cost control, and reduction of waste
• certification status and marketplace recognition.

A good procedure:

• uses plain English
• avoids the use of formal "QA jargon"
• uses the language of your business and industry
• is brief and logical
• is easily understood by all staff
• gets good habits and procedures "out of people's heads" and "down on paper" so that all staff understand company policy and their daily duties
• is used for induction and training
• shows the links between various processes
• is easy to review and change as your business changes.

Key staff can leave unexpectedly.

If their job is covered by procedures, you survive with little disruption to staff or clients.

If not, their job is re-invented, production slows down and deadlines are threatened.

A framework where relevant business activities are linked to avoid duplication, yet retain individual identification and are easily accessed. (see SiteMap below).

An integrated system allows all business activities to be managed by a common control system for document access, version control and review.

Activities can include administration, records, finance, strategic planning, staff training, purchasing, safety, compliance & risk management, work processes, communication, computers, external resources and agencies - all the things you do and need to manage a business.

As well as having your documentation in hard copy, it can be accessed electronically. This is sometimes referred to as an e-system, an intranet or a "paperless office".

A SiteMap works like a local web site, and allows staff to instantly click, find and use information, procedures and forms used in your business. It is user friendly and intuitive.

It's a Standard, and its full title is:

AS/NZS ISO 9001:2000
Quality Management Systems - Requirements.

Definition:

The standard specifies requirements for a quality management system, where an organization:

• a) needs to demonstrate its ability to consistently provide product and service that meets customer and applicable regulatory requirements, and
  
  
• b) aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements.

The current Standard was released in December 2000: to accommodate the needs of a wider range of businesses in the real world; to focus on value adding and continuous improvement; to provide tighter, clearer guidelines; and to provide compatibility with safety and environmental Standards.

The commonly-used term Quality Assurance has been replaced by Quality Management System, and the 1994 Standards ISO 9001, 9002 and 9003 have been incorporated into ISO 9001:2000.

The Standard can be adapted for all types of businesses.

• it's generic, with broad application
• it's a guide only
• it needs to be adapted to suit the needs of an individual business
• when preparing a management system, some expertise in understanding the standard, writing procedures, conducting internal audits and hosting external audits is required.
  

When used appropriately, it:

• provides a system for organising information and identifying improvements
• provides a discipline for planning and doing work, and managing risk
• allows your company to be certified to ISO 9001.

The 3rd party external audit is done by a JASANZ accredited body, which is responsible for issuing Quality System Certification.

Some of Australia's leading External Audit bodies are listed in our links page.

The external auditor:

• examines your management procedures and records
• assesses compliance to ISO 9001 and regulatory requirements
• checks that your system is appropriate to your needs and client requirements
• checks that your records verify that you do what you say
• verifies that client requirements are met
• checks that procedures are understood by staff
• provides a written report, identifying observations and improvements
• if satisfied, recommends your business for Certification
• prepares a Scope of Registration (the certificate capability statement).
  

External audits are typically carried out 6 monthly for the first year, then annually thereafter depending on the size of your system, the inherent risks in your business, and how well you comply.

Major triennial audits are performed every 3 years.

Your auditing body provides guidelines on how to display the certification mark and on rules that govern its use.

You can use the logo in your own stationery and brochures; in advertising; on your website; and in data and documents authorised by management.

• designs your SiteMap
• works with staff to understand how the business operates
• helps you write your procedures and design forms
• ensures that the Quality Management System is compliant with ISO 9001:2000
• ensures it is useful to your staff both as a training tool and for providing instruction for performing tasks
• ensures it is useful as a road-map for efficient management
• trains selected staff to ensure all areas of your system are understood and managed.