As we continue our series on the Iowa startup’s ISO 9001 implementation journey, we turn our attention to two critical elements: Leadership (ISO 9001, clause 5) and Objectives (ISO 9001, clause 6.2).
These components form the backbone of any successful quality management system, especially for a new business finding its footing.
The Role of Leadership in ISO 9001
While the ISO standards don’t explicitly state it this way, we can summarize leadership’s role in four key points:
Plan
Ensure the plan is followed
Act if it isn’t followed (and possibly improve the plan)
Expect Improvement
As the old adage goes, “Leadership either leads or is led.” In the context of our startup, this meant the founders had to step up and embody these principles from day one.
The Leader’s Roadmap
A true leader in the ISO 9001 context:
Knows the destination and has a plan to get there
Regularly reviews and adjusts the plan (sometimes daily or even hourly in a startup environment)
Engages employees in the plan, making it their plan for their processes (ISO 9001, clause 5.1)
Rallies the troops with a clear policy or mantra (ISO 9001, clause 5.2)
Setting Objectives (ISO 9001, clause 6.2)
For our startup, we established two overarching objectives:
All orders must be shipped on time
Zero returns for quality nonconformances
These simple yet powerful objectives cascaded into numerous goals for each process. For example:
Order Processing: Start each order by the established start date to ensure on-time completion and shipping
Supplier Management: Set and enforce expectations for supplier quality and on-time delivery
Finance: Invoice on the day of shipment to manage cash flow
Key Performance Indicators (KPIs)
Beyond these primary objectives, we established other KPIs to monitor the health of the business. These were regularly monitored, measured, analyzed, and evaluated during management reviews. Any trends in the wrong direction triggered immediate improvement actions.
The Power of Simple, Clear Objectives
The beauty of our approach lies in its simplicity. By focusing on two clear, overarching objectives, we created a unifying vision for the entire organization. Every employee could understand how their work contributed to these goals, fostering a sense of purpose and alignment.
Moreover, these objectives naturally led to the creation of more specific, process-level goals. This cascading effect ensured that every aspect of the business was aligned with the company’s core mission of on-time delivery and zero quality issues.
Lessons for Other Businesses
The leadership and objective-setting approach of this startup offers valuable insights:
Lead by Example: As a leader, embody the principles you want to see in your organization.
Keep It Simple: Clear, straightforward objectives are easier to communicate and achieve.
Engage Your Team: Make the plan and objectives a collaborative effort to increase buy-in.
Stay Flexible: In a startup environment, be prepared to adjust your plans frequently.
Set a Rhythm: Establish regular check-ins to monitor progress and make adjustments.
Focus on What Matters: Choose objectives that directly impact your business’s success and customer satisfaction.
Cascade Your Goals: Let your main objectives inform more specific goals throughout the organization.
The story of this startup demonstrates that with strong leadership and clear objectives, you can successfully implement ISO 9001 and set itself up for sustainable growth. By focusing on these fundamental aspects, they created a culture of quality and continuous improvement from day one.
Debra Matthews Hampton, PE
ISO 9001, ISO 14001, ISO 45001, ISO 22000, ISO 13485
P.S. Let’s talk about how ISO 9001 can help you create a foundation for success. Contact us today for a free consultation. Call me at +1 (229) 798-0277 or email me at debra@ce-q.com to start your journey towards scalable quality management. Remember, it’s never too early to plan for success!
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