TABLE OF CONTENTS An appropriate documented management system will help the objectives set out in the policy and strategy to be accomplished.
The International Standards Organization (ISO) 9000 and 14000 standards set out methods by which a system can be implemented to ensure that the specified requirements are met, and it is shown in this chapter how this should apply to and interact with all activities of the organization. The activities are generally processing, communicating, and controlling these should be documented simply in the form of a manual.
The systems recommended follow the plan, do, check, act cycle of improvement, through documentation, implementation, audit and review.
The activities needed in the design and implementation of a good management system start and end with the customer, in two spheres a customer sphere and a supplier sphere. It is stressed that senior management in all types of industry must take responsibility for the adoption and documentation of the appropriate management system in their organization if they are serious about achieving organizational excellence.
In earlier chapters we have seen how the keystone of organizational excellence is the concept of customer and supplier working together for their mutual advantage. For any particular organization, this becomes total if the supplier/customer interfaces extend beyond the immediate customers, back inside the organization, and beyond the immediate suppliers. In order to achieve this, a company must organize itself in such a way that the human, administrative and technical factors affecting quality will be...
