ISO 9001:1994 required you to prove you "do" what
you say (conformance) ... ISO 9001:2000 also requires you to prove that what you
"did" actually worked (performance).
A similar analogy (in ISO terms) is the distinction between "verification"
and "validation". We must not only "verify" that a product is designed
and built to specified requirements ... we must also "validate" that it performs
Sometimes the supplier's view of how well a product performs or a service is provided
does not meet the expectations of the end user, or customer. ISO 9001:2000 requires you to
get the customer's perception on how well you're doing so you can provide products and
services that better meets their needs.
So ... what's really "new" in ISO 9001:2000? Nothing ... as long as you can
You have meaningful/actionable measures of customer satisfaction (you know how they
feel about you).
Your quality manual is written with the customer in mind (they know what you're doing
and where to go for help).
You monitor and measure supplier performance in a way that builds mutual trust and a
commitment to improvement.
You evaluate/manage the risks associated with potential failures to prioritize and
implement meaningful preventive actions.
You establish a few meaningful corporate level performance measures ... related to
customer satisfaction, supplier performance and quality system effectiveness, and monitor
progress towards achievement of related improvement objectives.
Your quality system is understood, followed and maintained - and is continually
evaluated for improvement.
In short, you've gone beyond just keeping records to show procedures have been followed
(conformance) to analyzing data to prove processes really work as intended (performance).
Of course, for those of us familiar with the intent of ISO 9001:1994, none of this is
REALLY new, is it?
Let us help you make the "Move from Conformance to Performance". Call or
email us today ...