1)Find a case describing the implementation of ISO 9001-2000 Frameworks and Standards work in a company
2)Describe the company
The Company is called Zain. It is a mobile telecommunication company located in Jordan.
Zain was initially called Fastlink until 2007 when it changed to Zain.
Zain was founded in 1995 as the first operator to introduce mobile devices usage in Jordan.
The Company has over 2.25 million users with a 39% market share in Arabic countries and fourteen African nations ( Abu-Khadra, Barqawi , and Alramahi, 2012 ).
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3)Issue faced by the company make them choose this ISO 9001-2000 Frameworks to implement
Poor quality management of the Company with little involvement and commitment, for instance, the Indonesian Zain office.
The poor governance structure was having an economic impact on the mobile industry.
Experiencing low confidence from the customers regarding the organization’s products or services offered.
Inconsistency in the delivery process of the company’s services to the customers.
There was unawareness regarding the importance of ISO value to the Company. There was no training programs available about ISO 9001:2000 to the employees ( Abu-Khadra, Barqawi , and Alramahi, 2012 ) .
3) Plan and solution to implement this framework
Leaders will conduct a management review at intervals to help review the effectiveness, suitability, and adequacy of the quality management system.
The management to measure the quality of the framework used and the Company’s objectives in comparison to the business’s performance.
Additionally, the management will ensure there is the availability of all the necessary resources required to achieve the quality of the Company's objectives.
Training of the employees about the ISO 9001:2000 framework to create awareness and foster engagement and full participation of all parties working at Zain ( Abu-Khadra, Barqawi , and Alramahi, 2012 ) .
Defining the specific purpose of the training to the employees to ensure adequate and right training is delivered.
Top management was utilizing the identified barriers as a strategy to know where to start with the ISO 9001:2000 framework implementation process ( Abu-Khadra, Barqawi , and Alramahi, 2012 ).
4)Reason for choose ISO 9001-2000 Frameworks
The framework provides the Zain with the specific procedures that are well-documented for the company to use when designing the product and services for the consumers.
The framework further acts as the quality management tool that helps Zain to put in direct quality efforts with a long-term vision ( Abu-Khadra, Barqawi, and Alramahi, 2012) .
The framework provides national quality standards, consultation services, advisory expertise, and quality certification and recommended bodies ( Abu-Khadra, Barqawi , and Alramahi, 2012 ) .
The framework followed the model that supports Zain in the implementation process, for instance using the COBIT and the ITIL models (Da Silva, 2014).
It applies both the management and the data of the Company to develop the most appropriate training for the management and employees of Zain.
5) Brief description of the ISO 9001-2000 frameworks
It is a management control procedure entailing the documentation of the processes of design, production, and distribution to guarantee the quality of the services or the products the company is offering the customers meet consumer's needs ( Abu-Khadra, Barqawi, and Alramahi, 2012) .
ISO 9001-2000 framework is a network of national standards institutes that has offered over 9001 certificates to organizations in over 170 countries.
The international quality standards are codified, easily adapted, and verified ( Abu-Khadra, Barqawi, and Alramahi, 2012) .
International organization for standardization standards with specific requirements for the services, system’s products, materials, and processes for a company.
The framework uses both the management and the data processing knowledge of the organization (Da Silva, 2014).
6) Outcomes of implanting ISO 9001-2000 frameworks in this company
Assured quality standards of the services and products delivered to consumers.
Consistency in the quality of the products Zain provides to the customers.
Improved management commitment and involvement in product and services quality production.
Improved organizational culture, values, and ethics from the employees.
Improved communication between departments in the organization that has led to trust and open discussions relating to product and services quality.
There is improved management of the Company with clear mission, policies, and vision ( Abu-Khadra, Barqawi , and Alramahi, 2012 ).
References
Abu-Khadra, H., Barqawi, B. and Alramahi, N. (2012) ‘Governance using ISO 9001:2000 challenges and barriers: empirical study applied on the Jordanian private mobile companies’ . Int. J. Project Organisation and Management , 4 ( 2 ): 171–202.
Da Silva, L., Charlene, R., Jose, S., Tatiana, H. (2014). IT Services Management and ISO 20000: A Case Study in an IT Remote Support Company. Management . 4(2):38-49.
