WELL, ISO-9000 certificate is not a show-off tag to win customers, it means a serious quality discipline to be followed by the certificate holder.
But, in the city ISO is becoming as common as street-corner chaat. To check the trend, the Quality Council of India (QCI) has planned a drive to get hold of ISO abusers and get their certification cancelled if found ignoring the prescribed norms.
That means merely acquiring an ISO-9000 certification without the commitment to deliver services as per stringent international norms would now prove costly for private and public sector organizations in the State Capital.
The Quality Council of India (QCI) is the national accreditation body which accredits certifying agencies in India as per international norms. It has asked Lucknowites to complain about shoddy customer service and non-upkeep of premises of all private and public sector organisations sporting ISO 9000 certification.
“In case, a complaint is received by us that any ISO 9000 certificate has not been properly granted or is not being properly maintained as per international norms, we (QCI) would take cognizance, carry out necessary investigation and take appropriate action,” Advisor QCI Anil Jauhri told HT Lucknow Live.
He said even in case of a certifying agency offering ISO 9000 certification is found not adhering to international norms for accreditation, QCI would initiate action including suspension or withdrawal of accreditation depending on the severity of non-compliance. “However, we expect certifying agency to take action against its client if it is not adhering to the norms for ISO 9000 certification and they (certifying agencies) can also take suitable action including suspension or withdrawal of certificate” , he said.
{{/usCountry}}He said even in case of a certifying agency offering ISO 9000 certification is found not adhering to international norms for accreditation, QCI would initiate action including suspension or withdrawal of accreditation depending on the severity of non-compliance. “However, we expect certifying agency to take action against its client if it is not adhering to the norms for ISO 9000 certification and they (certifying agencies) can also take suitable action including suspension or withdrawal of certificate” , he said.
{{/usCountry}}As per international norms, any ISO 9000 certified organization must undergo one surveillance audit every year by the certifying agency and a re-certification audit once in 3 years since normal validity of ISO 9000 certificate is 3 years. The QCI is part of an international multilateral agreement and some certifying agencies in India have taken accreditation from overseas accreditation bodies which would be equivalent to our (QCI) accreditation, Jauhri said.
If we receive any complaint against a certifying agency or the general public about any complaints on non- compliance of non- adherence to ISO norms, we (QCI) refer would it to the foreign accreditation body who is expected take due action, he reiterated.
It is important for customers of the ISO 9000 certified organizations to lodge complaint with the organization itself or even the certifying agency or QCI in case they feel that the service is not satisfactory, he said.
Further, at the regional level, there is a body called Pacific Accreditation Cooperation (PAC) and at the international level there is a body called the International Accreditation Forum (IAF) where accreditation bodies are members.