Last week I published a review of ISO 9004:2009. In it I noted just how “EFQM” it was. That sparked a short exchange between Mark Harbor and I on Twitter about the merits of the EFQM self-assessment approach and the limitations of the typical ISO 9001...

It’s here. A year after the publication of ISO 9001:2008, the companion document ISO 9004 has been updated. And whilst the most recent changes to ISO 9001 have been minimal and to all intents and purposes largely cosmetic, the changes to ISO 9004 have...

Too many people have no idea what “risk” actually means – let alone how risks can be mitigated or controlled. So let’s try and get to grips in this post with the fundamental principles Too risky … Risk is a combination of the harm or damage that an...

For something that is, in theory, relatively straightforward. The subject of what makes a good internal quality audit can certainly get some people all hot under the collar ISO 9001 requires organisations to “implement & maintain” an internal audit...

As I sit here looking at my newly delivered corporate pens it takes me back to the time that I started Capable People. I had just left a company that had quite a weak brand image and I’d decided that I wanted Capable People to be stronger. I quickly...