As consumers, we want reliable products that meet our needs. Quality is crucial for any organization. Without it, customers won’t come back. ISO certification can give businesses an edge in a crowded market regarding processes, procedures, and manufacturing or service activities. It means the company follows procedures that meet the requirements set forth by the International Organization for Standardization (ISO9001), which boosts their performance and quality. But what exactly is an ISO Certification?
- We sat down with Mazzella Companies’ Director of Quality, Sean Radigan, to answer:
- Who is ISO?
- How can ISO Certifications improve quality?
- What is the auditing process like?
- What does the future of Quality look like at Mazzella Companies?
Who is ISO?
ISO stands for International Organization of Standardization. They are an international, independent, non-governmental organization that has grown to 170 member countries from its humble beginnings in 1946 with 25 member countries.
From the first standard published in 1951 to their work in the 1960s helping developing countries establish standards without the total cost of ISO membership, ISO published its first quality standards in 1987. To this day, the ISO-9000 standards have become some of the most well-known and best-selling standards.
Sean shared his thoughts on the ISO-9000 standards, saying, “ISO-9001 is the quality standard across all industries, whether you’re making rigging equipment, cranes, blenders, or coating adhesives. It’s a framework for quality management systems to ensure that you have all the components that make up a well-rounded, effective quality management system.”
Mazzella Companies has three locations with an ISO-9001 certification – Cleveland, OH, Lafayette, LA, and Granite City, IL.
“We’re working on becoming certified in Virginia Beach, and that’s our goal and focus right now. We eventually want to be ISO compliant in other locations and branches throughout the US,” says Sean.
As recent as two years ago, Cleveland was the only ISO9001-certified location within Mazzella Companies. With the acquisition of PWR and John Sakach, we have three locations certified. Virginia Beach has a QMS based on MIL-I-45208A, which meets many ISO requirements. When expanding the quality management system to other locations, Sean said that we know our systems meet the standard. Therefore, our goal is to take the best of all the processes and develop one standard to follow. Our focus is to standardize these four locations, and then “If we implement the different system pieces at other locations, they’ll also meet that standard.”
How can ISO Certifications improve quality?
Enhanced Credibility and Reputation: ISO certification means that an organization’s quality management system follows the best practices in the world. It shows that they care about their customers, partners, and stakeholders and do their work well. ISO certification helps them stand out from the crowd and win the trust of their customers.
Improved Quality and Customer Satisfaction: Imagine ordering a pizza from your favorite place. You expect the pizza to be delicious, fresh, and delivered on time. You also want the pizza place to follow health and safety rules and handle any issues or complaints you might have. Now, imagine there is a set of guidelines that helps the pizza place do all these things well. These guidelines are like ISO standards. By following these standards, organizations can improve performance, reduce mistakes, and keep their customers happy and loyal.
Streamlined Processes and Increased Efficiency: Think of a road trip you want to take. You want a smooth and enjoyable journey without spending too much money or time. You also want to avoid any accidents or breakdowns. Consider some guidelines that help you plan and execute your road trip well. These guidelines are like ISO standards. They help organizations find the best ways to do their work, save money and time, and use their resources wisely.
Expanded Market Access and Business Opportunities: Imagine you are a musician who wants to perform, earn, and collaborate. A certificate that shows others that you meet quality, skill, and performance standards could help you achieve that. This certificate is like ISO certification for organizations. It allows them to demonstrate their trustworthiness, competence, and quality. It also helps them gain more customers, markets, and partners. This can be particularly useful with government-contracted work, but many businesses won’t do business with an organization without an ISO certification.
Regulatory Compliance and Risk Management: Imagine you are a driver who wants to drive safely and legally. You want to avoid trouble, fines, and accidents. You also want to be ready for any surprises or dangers on the road. A set of rules can help you do these things well. These rules are like ISO standards for organizations. They help them follow the law, avoid penalties, and prevent problems. ISO certification also helps them plan and deal with risks, making them more alert and adaptable.
Team Member Engagement and Continuous Improvement: Imagine you are a student who wants to learn and grow in your studies. You want to be part of a group of students who are passionate, motivated, and supportive of each other. You also want your teachers’ feedback, guidance, and recognition. Now, imagine there is a program that helps you do all these things well. This program is like ISO certification. It allows organizations to create a culture of continuous improvement where team members are actively involved in improving their work, skills, and knowledge. This culture of continuous improvement leads to happier, more confident, and more successful team members.
What is the ISO Audit process like?
Sean shared that ISO had a significant shift from 2008 to 2015 that was process-focused. When you focus on the inputs and the process, you will get the desired outputs. “It used to be all documentation. Documentation is great, but if you’re not using the documentation and getting in and improving the documentation and process, then what’s the point of having this system?”
Sean shares how vital the audits are, saying, “The whole point of having auditors come in is for them to make those observations so we can get better.”
While audits are good for three years, Sean shared that they also perform annual audits, which he calls “surveillance audits,” scaled-down versions of the audit done every three years.
Sean says that during those audits, the auditors can say we’re compliant, have a major nonconformance, a minor nonconformance, an observation, or an opportunity for improvement. “A major non-conformance will mean missing an entire section or aspect of the standard. A minor nonconformance would be a process we aren’t following as well as we should be, which we’ll be alerted to, an observation is something that may become a non-conformance if not addressed, and opportunities for improvement are just that. Without improvements, we could end up with a significant nonconformance issue down the road.”
Sean shared a specific instance where this annual audit helped do just that for his team, “There were issues around the tracking of the heat treat markers for our chains. While not a huge issue, it could cause problems down the road. We started digging into it and learned that these heat treat markers have a three-year expiration, so now they’re in our calibration system, and we know that after three years, we should be scrapping them and replacing them with new ones.”
What does the future of Quality look like at Mazzella Companies?
Seans says that since his start in 2020, many of the management processes have been improved through more electronic systems and internal audits, leaving each ISO-certified site audit-ready – no matter what.
He also shared that while ISO certification is significant, so can the cost of it. “We’re being strategic with what locations are ISO-certified but also using the same quality management system to ensure every location is at least ISO-compliant.”
With ISO compliance on the horizon, Sean is committed to getting everyone on the same page. “As we approach other locations in implementing these standards, we like to train people on the standards so they understand what we’re doing, why we’re doing it, and help them see how the data backs up that a good quality management systems lead to better products and services.”
Sean said that while he’s focused on helping people improve their processes, he’s not the ISO police. “If we do our job right and improve the system, then people’s jobs should get easier, or at least that’s always the goal. We want to remove all the waste and get a good standard product out at the end.”
Sean said the Quality team is currently growing to help support this compliance. “Ashley Shuey is our Regional Quality Manager for the Great Lakes region, and we have roles posted and planned so that there is a Regional Quality Manager at all of the locations that are ISO certified. So the region gets the support it needs.”
Proof of Quality and Dedication
ISO9001 certification is a valuable asset for any organization that wants to improve its quality, performance, and reputation. It shows that they are committed to following the best practices of the International Organization for Standardization (ISO), which sets the standards for various industries and sectors. By obtaining an ISO certification, businesses can gain a competitive advantage, increase customer satisfaction, optimize processes, and access new markets and opportunities. ISO certification is not just a piece of paper but proof of quality and dedication.
