Frequently Asked Questions (FAQ’s)
In developing this list of Frequently Asked Questions (FAQ’s), input has been obtained from experts and users of the ISO 9000 standards from around the world. The list will be reviewed and updated on a regular basis to maintain its accuracy, and to include new questions where appropriate. It is intended that this list will also provide a good source of information for new users of the standards.
What is ISO?
The International Organization for Standardization (ISO) was established in 1947 and is (currently) an association of approximately 149 National Standards Bodies, which each represent their own country. ISO employs a system of Technical Committees, Sub-committees and Working Groups to develop International Standards. Besides the National Standards Bodies, ISO permits other international organizations that develop standards to participate in its work, by accepting them as Liaison members. ISO works in accordance with an agreed set of rules of procedure, the ISO/IEC Directives, which also include requirements on the presentation of standards. For further details please refer to ISO’s own web site at
http://www.iso.org
[FAQ 001, April 2004]
Who are the National Standards Bodies, and who represents my country at ISO?
Please use the link on ISO’s web site that gives details, including contact information, of the National Standards Bodies:
http://www.iso.org/iso/en/aboutiso/isomembers/index.html
[FAQ 002, April 2004]
What are the ISO 9000 standards ?
The ISO 9000 standards are a collection of formal International Standards, Technical Specifications, Technical Reports, Handbooks and web based documents on Quality Management and Quality Assurance. There are approximately 25 documents in the collection altogether, with new or revised documents being developed on an ongoing basis.
(It should be noted that many of the International Standards are numbered in the ISO 10000 range.)
[FAQ 003, April 2004]
Who is responsible for developing the ISO 9000 standards?
ISO Technical Committee (TC) number 176 (ISO/TC 176), and its Sub-committees, are responsible for the development of the standards. The work is conducted on the basis of “consensus” among quality and industry experts nominated by the National Standards Bodies, representing a wide range of interested parties.
[FAQ 004, April 2004]
Where can copies of the standards be obtained?
Copies of the standards may be purchased from your National Standards Body, or from ISO itself (sales@iso.org). Many National Standards Bodies have them available in local-language versions.
[FAQ 005, April 2004]
Where can information be obtained on the ISO 9000 standards?
There are a number of sources of information on the ISO 9000 quality management system standards, including this web site and ISO’s web site, which carry information on the standards. Your National Standards Body should be able to provide copies of the standards, and registrars/certification bodies will be able to provide guidance on registration arrangements.
[FAQ 006, April 2004]
Where should an organization go if it needs clarification or interpretation of the standards?
.
The starting point for an interpretation should be with your National Standards Body. ISO Central Secretariat and ISO/TC 176 cannot accept direct requests from individuals for interpretations of the ISO 9000 standards. Instead, ISO/TC 176 has established a Working Group for interpretation, with a formal procedure to provide answers to the questions that are forwarded by the National Standards Bodies. Details of agreed interpretations are now being published on the ISO/TC 176 web site at
http://www.tc176.org
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[FAQ 007, April 2004]
What happened to the 1994 editions of ISO 9001, ISO 9002 and ISO 9003?
Following extensive consultation with users and National Standards Bodies, it was agreed that the 1994 editions of ISO 9001, ISO 9002 and ISO 9003 should be consolidated into a single revised document, which is now represented by ISO 9001:2000.
[FAQ 008, April 2004]
What are the main benefits to be derived from implementing an ISO 9000 quality management system?
The ISO 9000 standards give organizations an opportunity to increase value to their activities and to improve their performance continually, by focusing on their major processes. The standards place great emphasis on making quality management systems closer to the processes of organizations and on continual improvement. As a result, they direct users to the achievement of business results, including the satisfaction of customers and other interested parties.
The management of an organization should be able to view the adoption of the quality management system standards as a profitable business investment, not just as a required certification issue.
Among the perceived benefits of using the standards are:
The connection of quality management systems to organizational processes
The encouragement of a natural progression towards improved organizational performance, via:
- the use of the Quality Management Principles
- the adoption of a “process approach”
- emphasis of the role of top management
- requirements for the establishment of measurable objectives at relevant functions and levels
- being orientated toward “continual improvement” and “customer satisfaction”, including the monitoring of information on “customer satisfaction” as a measure of system performance.
- measurement of the quality management system, processes, and product
- consideration of statutory and regulatory requirements.
- attention to resource availability
The concept of a “consistent pair” of standards; with ISO 9001 establishing initial requirements and ISO 9004 for going beyond the requirements to further improve the performance of the organization.
Consideration of the needs of all interested parties.
The concept of organizational self-assessment as a driver for improvement (see ISO 9004:2000)
[FAQ 009, April 2004]