ABSTRACT
Since the publication of the ISO 9000 family of standards in 1987 a new industry has grown in its shadow. The industry is characterized by Standards Bodies, Accreditation Bodies, Certification Bodies, Consulting Practices, Training Providers, Software Providers and a whole raft of publications, magazines, web sites and schemes – all in the name of quality! But has ISO 9000 and its derivatives such as ISO/TS 16949 fulfilled its their promise? There are those with vested interests that would argue that it has improved the efficiency and effectiveness of organizations. Equally others would argue that it has done tremendous damage to industry. One of the problems in assessing the validity of the pros and cons of the debate is the very term ISO 9000 because it means different things to different people.
