This section contains two chapters. The first chapter provides a roadmap for an organization to analyze and convert its existing practices into a set of consistent, effective processes that meets the requirements of ISO 9001:2000. This roadmap is inferred from PARAGRAPH 4.1 of ISO 9001:2000. The second chapter is a discussion of significant terminology, definitions, and concepts found in ISO 9001:2000.

PARAGRAPH 4.1 a: Identify the Processes

Exhibit 1-1 is an example of how an organization defines its core capabilities or processes. Five of the processes (on the left side of the Exhibit 1-1) relate directly to delivering product from business acquisition (finding customers, obtaining orders) to service, maintenance, and support (all postdelivery activities). The four processes on the right of the exhibit support product delivery.

Exhibit 1-1: Identify the processes.

PARAGRAPH 4.1 b: Determine the Interactions

Exhibit 1-2 continues the example from Exhibit 1-1. The organization determines that all nine core processes interact to a lesser or greater extent with every other core process. Management reaches two conclusions. First, at the top level of the organization, divisions of responsibility and specialization intended to enhance control may inadvertently inhibit effectiveness, coordination, and cooperation. Second, in determining whether to make changes to a process, the potential effect on...