TEN ARGUMENTS AGAINST ISO 9000

摘要

John Seddon, a long-time opponent of ISO 9000, first published his objections to the widespread use of the standard in his 1997 book 'In Search of Quality - The case against ISO 9000'. Here, in an extract from his follow-up book 'The case against ISO 9000-There is a better way to: Improve your efficiency, Satisfy your customers, Provide real quality and Increase your revenue', he sets out ten of his key arguments, revised to reflect the re-issued ISO 9000:2000.It was 1986. On a Friday morning in May a newly appointed director of customer services found a file labelled "escalation" in his in-tray He asked his secretary what it was. "These," she said, "are the customers who may ring you next week with a complaint. It is the escalation procedure. It started when we did BS 5750. It ensures you know what is going on."