Paying attention to quality management system

By Tafessework Wondimu

Capital , in its October 29 th editorial indicated the need of sticking to ISO approved consumer merchandise. Upon reading the paper, I raised two simple questions in my mind, whether the term “ISO” is well understood among the Ethiopian business circles and whether or not there exist certified independent bodies who could really work with the people in this respect? I had no sooner posed these questions than I was satisfied over the knowledge I gathered for these simple but crucial queries.

Evidently, I elected to take the issue to some length with the Integrated Quality Solution Group of experts to find out what their views would be. I came to learn soon that the ISO concept is well understood among many business personalities and that it is now gathering momentum to the extent of requiring deployment of a good number of experts in the field. However, I found out that many products and services have yet to go through the process of ISO system.

Mounting pressure from globalization of market and liberalization of trade presents formidable challenges to companies in developing countries striving to survive and succeed in highly competitive market scenarios. Quality, environment and safety issues are also becoming top social and legal priorities as well.

In this context, companies of all types, private and public sectors are seeking the right practical systems and tools to enable them improve the effectiveness and efficiency of their business processes and the impact of their activities on the environment. I gathered also from the team that customized ISO quality assurance systems in the areas of food safety, environment, testing and calibration labs and occupational health and safety are extensively used internationally. The most widely applied is the ISO 9000 series quality management system.

In addition, I learnt that the old system of the structural quality control is becoming outmoded. Customers' satisfaction cannot any more be met, be it in connection with material products or services, through vertical control system in the traditional manner unless quality control passes through the whole production and service processes. It is this fundamental diversion from the traditional or formalistic or bureaucratic practices to the ISO process chain that is found the most acceptable approach to qualify control system that is basic to the globalized and liberalized world market. It is true that the Ethiopian Government is very much interested to see that the productive and service giving institutions pass through these processes.

The proper setting of ISO systems is also a fundamental prerequisite to the entry into the WTO. But, the question remains one of capacity building in setting standards for the products and services as per the ISO systems guidance. Be that as it may, however, knowledge of ISO 9000 is very important. All businesses have already established procedures how they manage quality control. Nonetheless, quality system standards identify those features that help business consistently meet their customers' requirements. They are not about imposing something totally new. While the quality system can help achieve expectations, one should not forget that it is only a means and cannot take the place of the goals one sets for are business.

Customized versions of the ISO 9000 standards are in use by some major industries in the aerospace, telecom and automotive sectors. Business excellence models and quality standard award criteria are widely used for benchmarking business achievements in the U.S.A.

In short, it is high time, in my view, that those manufacturing and service giving companies including those in the insurance and banking sectors started the implementation of ISO systems by assessing their existing quality management systems. Particularly, the service giving organizations as they are working face-to-face with customers to have to pass through the ISO system.

ISO 9000 is a quality management system (QMS) standard that requires an organization to meet its own requirements and those of its customers and regulators. It identifies the key process areas that need to be addressed to ensure quality is managed effectively and through people to the total satisfaction of customers. I gather this is also imperative at this crucial moment of the country's development effort. For all that, my gratitude goes to Capital for indicating this important tool of assuring product and service quality standard.