RE: Glad to have Andrew back / Wonder what he thinks of ISO-9000 cert ification

["Sean O'Donoghue-Hayes (EAA)" <Sean.O'Donoghue-Hayes -at- ericsson -dot- com -dot- au>]

John,

with out questioning the ethics of car salesman...and car yards...or the car
industry ("sawdust? You say you found sawdust in your diff!? My goodness
madam, shocking, absolutely shocking.......unfortunately our warranty
coverage on that car just expired...")

.....I agree - I mean depending on how they "got" it (accreditation) - it
might well be that they just keep track of the records of fixs through their
garage, and have a customer service policy that they document and
follow.....when the clunkers that they sold are trundled back in....the
customer goes "you said you had quality!!?!"...and they can go "yes...we
have a quality system...." 

I guess the old adage "buyer beware" applies. What is the quality they have
in place, and why. Is it just for the sticker, or is it a conscious company
effort to create better quality and consistency.   

anyhow.....soapbox over to next victim....

regards and thanks, 
Sean 



-----Original Message-----
From: John Fleming [mailto:johntwrl -at- hotmail -dot- com]
Sent: Tuesday, 6 August 2002 9:51 AM
To: TECHWR-L
Subject: Re: Glad to have Andrew back / Wonder what he thinks of
ISO-9000 cert ification




On Tue, 6 Aug 2002 09:16:00 +1000, while chained to a desk in the 
scriptorium, Sean.O'Donoghue-Hayes -at- ericsson -dot- com -dot- au ("Sean O'Donoghue-Hayes 
(EAA)") wrote:

>$Though I ride into the valley of death I fear not.......yeah I am going to
>$say something to defend ISO-9000.
>$
>$No it will not solve all your problems.
>$
>$It is a framework.

I was thinking that maybe part of the percieved problem with ISO 9000 is 
that it is sometimes pushed as an indicator of quality, which it is not.

Up here, for a while, a lot of organizations were proudly announcing they 
were ISO 9000 certified in their advertising, including car dealerships.

I believe the intent of the advertising was to have people thinking "ABC 
Motors is ISO 9000 certified, therefore ABC Motors must sell better quality 
used cars."

Unfortunately, all the ISO 9000 certification may really mean is that ABC 
Motors performed their 42 point roadworthiness inspection and made the 
necessary repairs to ensure the car was at least drivable before putting it 
out on the lot.

So, once again, I say one of the biggest bennefits of ISO 9000 is that a 
company can assure their customers and clients that the product will meet a 
certain standard that, hopefully, meets their needs.


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