All organizations will have to fulfill all the requirements in ISO 9001:2000. Arequirement is now inapplicable only if the function or activity it describes is notperformed at all. In other words, organizations that may have certified under ISO9002 to avoid including design and development activities in the scope of theircertification can no longer do so. If they perform design and development activities,these activities must be included as part of the ISO 9001:2000 certification.ISO 9001:2000 will have a structure that resembles ISO 14001:1996, an internationalstandard that specifies the requirements for the certification of an organization'senvironmental management system (EMS). Titled Environmental ManagementSystems - Specification with Guidance for Use, ISO 14001 measures adherence tolegislative requirements and information about significant environmental impacts.Like the EMS standard, the ISO 9001:2000 standard will be divided into five broadmanagement principles. In part, this approach is intended to suggest that commonsubjects between ISO 9001:2000 and ISO 14001:1996 may be implemented in ashared manner to avoid duplication of effort.As far as actual implementation of the new standard was concerned, ISO TechnicalCommittee 176 recommended that implementation of ISO 9001:2000 could begin asearly as the fourth quarter of 1999 -- one full year in advance of the standard'sscheduled publication. The ISO technical committee made this recommendationbecause ISO works through a lengthy consultative process to achieve a consensus.Once a consensus was obtained (in early 1999), further changes became improbable.
New Elements and Emphases
What has actually changed in ISO 9001:2000 that makes it so new and improved?While ISO 9001:2000 retains most of the content of the 1987 and 1994 versions, italso contains substantive additions. Most of the specific changes fall under two broadcategories: 1) customer satisfaction and 2) the quality management function. Somechanges are quite broad in character.In ISO 9001:1994 the scope declares the achievement of customer satisfaction as thestandard's primary aim, but it was not then a requirement. In ISO 9001:2000, however,the achievement of customer satisfaction becomes an explicit requirement that findsexpression in several sections of the standard. One requirement, for example, is thatthe organization must identify and review customer requirements. Another newparagraph focuses on management's responsibility to ensure that customerrequirements are met. Yet a third requires the measuring and monitoring of customersatisfaction.Customer satisfaction and conformity to customer requirements will also play a majorrole in determining where improvements can be made in an organization. Clearly,there are opportunities here for information managers to show the centrality of theirwork to the organization in areas of documentation.ISO 9001:2000 also places a much stronger emphasis on the quality managementfunction of the organization as distinct from its quality assurance activities. Although