| |NOVEMBER 20169Consultants ReviewThe reduction of rework and delivering a faster output to customer has helped organisations identify their process gaps and re-engineer their processesdesired output faster than the usual process. The service industry has experienced several benefits by implementing ISO and Quality Management. The reduction of rework and delivering a faster output to customer has helped organisations identify their process gaps and re-engineer their processes. Such case studies are showcased as best practices at various National and International forums by Service Industries to bag Quality Awards, thereby improving the brand image of the organisation. Besides, the service organisations who deal in financial transactions like Banks or financial services would also benefit due to the introduction of Risk Assessment in the upgraded ISO standard. This would help organisations to have control over their processes and reduce or eliminate the chances of unexpected events. However, when organisation deal with overseas transactions, it becomes necessary to evaluate if the organisation and its customers want nationally or internationally recognised ISO accredited certificate. Although there are various factors that attribute to the success of ISO and Quality management, it begins by selecting the right certification body. There are many certification bodies available; however it is important to select a good certification body with qualified and knowledgeable team of auditors. Their audit experience and qualification can be assessed by asking for their profile prior audit. One of the internal factors which result into success of ISO and Quality Management for the organisation is an effective implementation and maintenance of the requirements of the standard. This means not just doing a one-time activity of documenting the processes, Quality Policy and Quality Objectives but also ensuring these documents get reviewed, measured and monitored at regular intervals. The employees in the organisation need to be sensitised and aware about the requirement of the standard. Also, when the Top Management members are actively involved in the frequent reviews, it gives an indication to the employees the importance of ISO and Quality Management in the organisation.Another aspect that brings success is the rigorous and unbiased ISO Internal audits that are done in an organisation. Some organisation appoint a consultant for conducting an Internal audit while others have a team of employees who are qualified to conduct an audit. Although the audits done by a consultant are appropriate, at times the consultant may not know the business of the organisation completely. On the other hand, some organisations prefer to have a consultant, as audits done by him are taken seriously. The perspective of this audit would be to bring improvements in the organisation. However, there is always a risk that the internal auditors would be biased towards few teams in an organisation. Thus, it is very important for any organisation to make the right selection for completing the internal audits.
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