QUALITY STREET: ACHIEVING 609002
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• ISO 9002, which has superseded the B55750 quality standard, is a set of guidelines for establishing a quality management system. Initially developed for the manufacturing industry, the system's principles can be applied to the haulage industry.
A company providing services to its customers meets the requirements of ISO 9002 by: • Creating an organisational climate which values honesty, integrity, innovation and equality of opportunity; • Developing and maintaining excellent standards of communication; • Continuous monitoring of the expectations of external customers in respect of reliability, trustworthiness and expertise; • Ensuring that all staff receive training which is adequate, both in skills relevant to their job and the principles of total quality; • Ensuring all staff treat internal customers with as much care and consideration as they treat external customers; • Adopting a philosophy of continuous improvement in all work activities.
To achieve ISO 90002 certification, a company needs to: • Carry out a detailed analysis of existing procedures and practices against the ISO 9002 standard; • Develop the quality management system by establishing policies and procedures and preparing appropriate documentation; • Implement the quality management system and check that the business is running smoothly; • Apply for a formal assessment of the quality management system.
Many organisations following the ISO 9002 route employ consultants to help them. Most useful are those who have experience of applying the ISO 9002 standards to the haulage sector and can help in the analysis, implementation and training of staff. They can also carry out a preassessment to ensure that all organisation systems will comply with the ISO 9002 requirements before the actual assessment is undertaken.
ISO 9002 consultants: Barry Young, RU Training Services tel: 01473 602424.
Ayrshire Transport Training Association, ter: 01292 470555. Glasgow Traning Group, tel: 0141 632 9896.
RHDTC Hotline, ter: 01923 858484.