Focused Quality Systems

The facilitated easy way to achieve an ISO 9000 Compliant* Quality System to get more business and almost put your business almost on auto-pilot.

*ISO Compliant means a documented Quality System is in place and being followed according to the ISO 9000 requirements. But not verified by a ISO 9000 certifying agency which costs extra money. Compliance is the first step to being ready for ISO certification. Unless absolutely required by your customers, ISO Compliance is good enough for now.

“What do you mean “almost on autopilot”? Can it help me I’m working myself to death!”

Yes,  it can help a small business owner on overwhelm. When you quality system is documented into a Quality Operations Manual, it be comes the heart of the company. It is the go to document that points to all documents and operations in the company. It’s a training tool for new employees, a checklist of what is expected. The quality policy is so clear that employees can make field decisions based on it. And it tells everyone what is expected to keep the company in business.

The autopilot part means that the manual makes it crystal clear of what is expected of all personnel and what data the boss needs to ensure that the company is profitable.

Just to show you how simple a quality system can be let me tell you a true story.

I have a friend who just returned from Mexico where he was setting up a music ministry. Slightly depressed, he said he might be closing his strawberry picking business in Watsonville California.

I asked him if he had a quality system in his business, a consistent set of processes that ensure every employee delivered what was expected. “We have some procedures but tell me more.” hope seemed come to his face.

After a short time in his office, I suggested that he have a Quality Operations Manual that documented and/or pointed to all the processes that ran the company. About a week later I delivered the first draft and he reviewed it with his people. When I visited them the following week, they were refining it to even further meet their needs.

By the end of the season, they had turned a profit, all his people knew exactly what to do, his picking reports were delivered on time and the management reports were all he needed to manage the company.

Click on the opt in box to the right if you want to be on a teleconference with Gary in early February 2009. Last I heard he will be calling in from Lake Tahoe, Mexico, or possibly Watsonville. That’s the “almost on autopilot” concept I referred to in the subtitle.

How ISO Simple worked!

The key points (from my perspective) that made Gary’s Quality Operations Manual successful were.

• It was patterned after the ISO 9000 International Quality Standard with only those portions that applied included.
• It was designed to be the ‘one stop shop’ operations document that became the heart of their operation. Any stand alone procedures were attached or listed (with a note on where to find it) in the appendix.
• The responsibilities of each position in the company were defined in the Manual. In all cases the person doing or supervising the work had direct input.
• The responsibilities for each position were turned into a checklist in the appendix of the Manual.
• The checklists were used as a training tool for new seasonal workers and supervisors. Both the employee and the supervisor signed that they understood the requirements of the job. The original checked and signed off checklist was filed as a training record in HR..
• The key points that gave Gary (the owner) relief was that on the supervisors checklist said that it was their responsibility to Fax in the pick reports at the end of each day. That was critical to getting Gary the data entry compiled report to manage the company.
• Management Review meeting pointed to the compiled reports to provide key management metrics

So what about your company?

Are you working long hours ‘in’ your business instead of shorted hours ‘on’ your business? (this concept comes from E-Myth Demystified by

Is critical information missing to manage your business?

Is everyone busy but the critical work is not getting done?

Do your people know what’s really important to keep you in business?

Do you have a quality manual, that tells your people and your customers that you produce quality product in a consistent manner?

There is hope, if you have been in business for five or more years and have mostly happy customers, you DO have a quality system. It just may not be documented.

ISO in a nutshell

The essence of an ISO 9000 compliant quality system is that “You document what you do and do what you say you do”. So that a customer can read your quality manual and ask “You say you do this-can you show me an example of how you do it.”

What I have heard from my local telephone survey sometimes it was the person answering the phone was a gatekeeper and other times it was the small business owner.

Those that were not aware of ISO and it’s benefits:

• ISO what?
• We don’t need one today
• Sounds interesting can you send me something
• We’re too small and have enough business

Those that hear from their customers:

• I have been meaning to do that
• Isn’t it very costly?
• I don’t have the time
• My customers haven’t insisted on it

Your Business in a box (or a binder)

An ISO Compliant Quality Operations Manual is:

• the key to how your business delivers quality products
• the roadmap for running your business
• the source book that points to all processes
• a training manual for all employees
• Take the Quality Quiz! Print the PDF of your quick foundational assessment and complete it as a time zero quality record.
• The first step in moving your business to the next level is to do this foundational assessment.
• These questions are simple but clearly reflect your attitude about quality.
• The good part is that in the time it takes to do a quick assessment, you will be able to see a minimum of 25% improvement.

Testimonials

A strawberry grower uses his Quality Operations Manual to save his company

Before the Quality Operations Manual the company had some documentation but the Manual added structure to tie the pieces together and clearly provide checklists for all the positions in the company and clear reporting system so the owner could manage the with the data he needed and when he needed it. There is even a possibility of having his long term employees take over the company so that the owner could retire.

A custom cabling company gets more business using their first ever quality manual.

Business was slowing down, but in an effort to work they needed a  Quality Manual to document their quality system. Their customers liked the quality of this company’s work but how they accomplished it was not documented.

After a four hour baseline audit, a baseline audit report was written and non conformance’s were cited.  the audit provided enough information to write the quality manual exactly how they accomplished good to exceptional products.

They also announced to their customers that they had documented their quality System in a Quality Operations manual and invited customer quality audits to approve them for more business.

It started with customer demand for ISO certification

In 1994 when ISO 9000 International Quality Standard came into my awareness, as a manager of Corporate Quality Improvement the elements and intent of the ISO standard made sense.

• All companies could have their Quality System judged on the same standard.
• An independent third party certifying agency would audit and certified companies met the standard.
• Large customers would accept that an ISO Certified Supplied had an approved Quality System in place.

The involvement of the whole company was monumental so I took a wait and see attitude. Maybe it would just go away.

But it didn’t just go away. Many customers who required ISO survey forms to be completed started asking for ISO certification. We bit the bullet and started the ISO certifying process.

• It required the total involvement of the whole company
• The President must sign the company’s quality policy
• All employees must know the quality Policy or at least point to it
• All employees must be trained in ISO awareness
• All processes and procedures must be documented and followed
• You need an approved Quality Manual, Document Control, Contract Review, Approved Suppliers etc.
• The most dreaded of all was the third party certifying audit; will pass or fail
• It was a major non conformance that would kill us
• We did pass but not without a little lost hair

ISO Compliant?

As years passed large customers started contracting independent auditors to visit their customers and do one or two day audits even if they were certified.

Smaller companies who could never afford to pay to get ISO certified are now starting to claim they are ISO compliant. To the large supplier it implies that their contracted auditor using an ISO type checklist will audit that supplier and find exactly the objective evidence needed to prove they were ISO Compliant.

How do I become ISO Compliant?

You meet the ISO 9000 standard requirements.

For Large Companies:

For a large company it is difficult to become ISO compliant, because it appears to be going half way.

Half way is not considered a serious commitment—it becomes a game and most people feel it will go away.

Large companies are like a cruise liner trying to avoid a water skier. Communication does not move that fast neither does a resultant action.

Larger companies have a Quality Manual that points to 5–20 or more Quality System procedures (second Level Procedures) and many many Work Instructions requiring a group to control documents and a committee to approve them.

In Small Companies:

Being ISO Compliant is very possible.

In a small company the owner is usually directly involved in quality issues and is part of the quality management system.

Every quality or production meeting when the owner or senior management is involved can be a mini Management Review provided it is documented and action items tracked.

Employees know that the company depends on their quality work for survival.

Clear documented responsibilities for different positions helps employees know what is expected of them.

Small companies can have a lean and mean quality or quality operations manual. Here instead of pointing to other second level procedures. One detailed paragraph can be the procedure.

When the quality system becomes the heart of their business a small company like a speed boat with a water skier is capable of doing circles around a cruise liner. (Though I DO NOT recommend it.)

Do a quick self test

Having been a contract Supplier Quality Auditor since 1994, I’ve seen and audited ± a hundred different small companies. I can tell extremely quickly the health of their Quality System. by the answers they give me to three questions.

1. Can I see your Quality Manual?
2. Do you have a current index of procedures?
3. Can you show me your corrective actions log?

You can get ISO Benefits working for you

My target clients are small businesses that have been successful in business for over 5 years. The successful part means they are making money and therefore have a quality system. That quality system may or may not be documented.

The premise of ISO has always been “Say what you do and do what you say.” It’s a simple as that.

The only problem is that people in the quality system may not recognize it as quickly as a quality system auditor that has done many many audits of different companies.

As a facilitator I quickly identify the quality system, verify the objective evidence and point out where the ISO Standard requires check points and data. The findings are always obvious because if the requirements are not met there will be the possibility of producing bad products.

We all know that building a product right first time is the goal and flawless product brings happiness. So ISO Compliance is simple, obvious and rewarding.

Why Small Businesses?

Because I am a small business and my experience has found that there are very little economical quality system resources available to the small guy.

Stories tell me that a small business can get help but there is usually a large program and a large sum of money involved.

My Philosophy

I want to get you up and experiencing ISO Benefits as soon a possible. My intention is facilitate (be a catalyst) in your company’s rise to success. In the role I don’t intend to become a fixture in your company. As soon as you take ownership of your quality system my job is done. Once you are up and running with a bullet proof quality system I am happy to move on. My prayer is that God bless you, your company and employees (vital partners) to help make a better and happier world.

Become a contributor

I believe in synergy, the power of brainstorming and sharing ideas so do join and contribute to our blog by clicking on the button on the top right.

More personal support for those who want a jump start

My  Basic ISO Compliance Package

This is the quickest way to get a Quality Manual (QM) or Quality Operations Manual (QOM), which is an enhanced version of the quality manual.

Visit 1 starts with a baseline Quality Assessment Audit usually 3–6 hours

You will get a verbal report at the end of any non-conformance (things that need to be fixed to be ISO Compliant).

A formal audit report to document this Baseline Audit and begin any corrective actions.

I will have enough information to prepare a preliminary Quality Manual or (QOM).

Visit 2 after about a week to give you time to review the Manual, I will do a walk through of the manual pointing out areas where a Quality Auditor would look and what you should have in place. Also I will close any loose ends in the Manual.

After visit 2 I will conduct a Quality System Awareness session with all employees including a sign in sheet for your quality records.

The Final Manual delivery is emailed or snail mail delivered.

Teleconference to review the Manual answer question and get status on open action items. At this point (time and date) you will be in ISO Compliance but you will need to follow through on the documented closure of action items to remain in compliance.

The Deluxe Package

Includes the basic package plus a 90 day follow up program.

A support program for your site lead auditor including a recommended on line Lead Auditor Certification Course.

Unlimited support email access during that time.

Other packages can be made available as requested

All packages are available for a limited time and will vary depending on my workload.

Priority will be given to the first who sign up.

Prices vary depending on the time involved.