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Much mystique obscures the original intent of ISO 9000. It was developed to model a quality system to assure customers of a supplier’s ability to supply quality products and services: internally, a tool for measurement and improvement; externally a means for communication and contract between customer and supplier. Unfortunately, the massive effort required for registration, the test at the end, and publicity about ISO 9000 as a requirement for competing in certain markets, often looms so large that organizations lose sight of the link between ISO 9000 and total quality. When that happens, the effort for registration becomes simply a bureaucratic exercise, a paper chase. Minimum effort is expended; the letter of the standard is followed, not its spirit. As a result, few quality improvements are obtained and the true purpose of the standard and its benefits lost.
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