Endnotes

[1] References to ISO 9000 documentation are based on either the Ninth Edition of the ISO Standards Compendium, ISO 9000 Quality Management, International Organization for Standardization , Geneva, Switzerland, www.iso.ch; or the American National Standard series by the ANSI/ISO/ASQ. They are equivalent.

[2] See, for example, Romano, P., "ISO 9000: What Is Its Impact on Performance?" QMJ, Vol. 7, No. 3, 2000, ASQ.

[3] "On Balance," CFO, February 2001, p. 73; Lawton, Robin, "Balance Your Balanced Scorecard," Quality Progress, March 2002, p. 66, at http://www.ASQ.org.

[4] Personal observation: One of the key questions that I ask during surveillance audits is in regard to what has been the most dramatic impact of the QMS on an organization. Invariably the answer has to do with greatly improved overall communication in regard to problem solving. The second highest frequency response is a growing knowledge of organizational progress against goals.

[5] ISO 9000 Quality Management Principles at http://www.iso.ch/iso/en/iso9000-14000/iso9000/qmp.html.

[6] Re: ISO 9000:2000, Clause 3.2.3.

[7] Guidance on the Process Approach to Quality Management Systems at http://www.bsi.org.uk/iso-tc176-sc2.