Isom's Quality Handbook

Practical advice for companies considering Iso 9001:2000 quality registration.
What is Total Quality Management?

ISO 9001:2000 registered companies operate in accordance with independently assessed and monitored written procedures to ensure the company delivers the service or products the customer expects. Thus the customer of an ISO 9001:2000 company is assured that he will receive a high quality service; this gives rise to the term Quality Assurance.

An ISO 9001:2000 registered company is obliged, as part of its registration, to ensure customer satisfaction by pro-actively seeking feedback from its customers. Such procedures provide benefit to the ISO 9001:2000 company since it is able to ensure that it is delivering good services. The requirements of ISO 9001:2000 also ensure that the company’s internal procedures are regularly assessed and optimised. However, the requirements of ISO 9001:2000 only apply to those processes that impact on the customer. Other internal processes such as accounts or human resources are not covered.

Total Quality Management (TQM) is the application of the principles of Quality Assurance as set out in ISO 9001:2000, to all aspects of the business. This provides opportunities to ensure that all departments of a business are optimised and deliver the service expected within the company. Like ISO 9001:2000, Total Quality Management is a process of continual improvement that requires setting standards and getting things right first time, every time.

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