Help or Hindrance?

The best-known Quality Management standard in the UK is ISO 9001 [11]. Software people often refer to it as TickIT, because the TickIT scheme provides the route to ISO 9001 for software organisations.

In the author's opinion, going for ISO 9001 certification can be worth while, though it is by no means the only route to quality.

There are differing views. Supporters of ISO 9001 say it enshrines best practice, assures customers of the quality of what they are buying and brings demonstrable business benefits. Critics say it fosters an out-of-date "command and control" attitude and the failed "inspection-based" approach to quality [17].

The author considers both these views over-stated. In any case, if your customers demand ISO 9001, you may have to do it - and should seek to obtain the maximum benefit from the exercise.

The Paper Juggernaut

Some Quality Systems are far too heavy. Common faults include:

• too many, too detailed procedures, which no-one will read;
• inflexible rules that will just be ignored; and
• authorisation signatures that are impossible to obtain.

It is a mistake to think that ISO 9001 requires such a system. It does require some documentation and records to show you are complying with the standard. But you need much less than many people realise. And once you have made the effort, it may help you in your day-to-day work.

ISO 9001 in a Nutshell

ISO 9001 may seem complex and obscure to the non-quality specialist; but it can be reduced to just three main ideas:

1. You must be committed to supplying the products or services that you promised the customer, in a fit state. For example, you cannot ship an unfinished product as a 'final' release - unless, of course, the customer has agreed to accept it in that state.
2. You must have a system that enables you to live up to that commitment. For example, before you submit a tender to develop and deliver a product by a specified date, you must be sure that this is feasible - taking account of technology, risks, work estimates, resources, dependencies etc.
3. You must monitor your system's operation and continually enhance it.

Part of the problem with ISO 9001 is that it is oriented towards manufacturing, and software is a design process. There are guidelines [12] that interpret ISO 9001 for software. In the U.K., the TickIT scheme and especially the TickIT Guide [8] provide detailed guidance on applying ISO 9001. Consultancy may also be useful.