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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
ESSAY COMPETITION Category 3 NATIONAL CERTIFICATION BODY OF JAMAICA 6 WINCHESTER ROAD KINGSTON 10
Name: Grace-Ann Biggs Allen, Ph.D. Email:
[email protected] Telephone Numbers: 392-1881 [CUG]; 349-5656[C&W]; 968-8698[O] Organization: Ministry of Industry, Investment & Commerce [ISO Unit] Job Title: Senior Food Storage Scientist [FSPID]
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
Introduction Jamaican Companies have been encouraged to improve the quality of their services and goods by the Minister of Industry, Investment and Commerce, Hon. Anthony Hylton in his Sectoral Debate presentation in the House of Representatives on June 20, 2012. He urged local entities to move to becoming certified, as certification is a critical feature in enhancing competitiveness and that implementing a quality management system (QMS) can positively impact the improvement of product quality. Hon. Minister Hylton stressed that he wanted to increase the standard of quality of services and goods produced throughout Jamaica, particularly if the country’s exports are to be internationally competitive, because it will be difficult for expansion of the export sector if measures are not implemented to effect same.
He further stated that his Ministry in collaboration with the Bureau of Standards will be endorsing the adoption of the International Organization for Standardization (ISO) 9001:2008 QMS, which has been already implemented in 175 countries by over one million organizations and is applicable to entities, Government or private sector which offer goods or services. Certification is mandatory in the current competitive global environ, as many companies in developed countries will not conduct business with companies in developing countries, which are not ISO 9001 certified. Hence, Jamaica must urgently move to help local companies in becoming certified in order to enhance their international competitiveness. Minister Hylton further stated that all agencies and divisions within his Ministry have been mandated to
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
implement the ISO 9001:2008 QMS in order to become certified and his vision for the next four to five years, is for every government ministry and agency to follow suit by attaining a similar certification (Hylton 2012).
Importance/Rationale for implementing an ISO QMS The world’s largest standards-writing body, the ISO has written some 18,500 international standards encompassing a wide array of sectors inclusive of Information Technology, Agriculture, Manufacturing, Engineering and Management. Implementation of these standards can ensure that globally-recognized requirements are met and also the accessibility of new markets. The ISO family worldwide consists of the national standards institutes of 138 countries and many benefits accrue from the implementation of ISO QMS in organizations. The concept of the customer and supplier working together for their mutual good is the essence of a quality organization. A QMS is defined as a set of activities which are coordinated to control and direct an organization resulting in continuous improvement in the efficiency and effectiveness of its performance and its primary objective should not be in the detection of defective products or services after resources have been expended in their production, but rather in preventing same (MIIC 2012).
According to NCBJ’s website, a management system certification is obtained when there is confirmation by an authorized recognized third party verifying that: a suitable organizational structure is in place to manage activities and processes; the objectives of the organization
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
(production targets, quality and conformance levels) are achieved when inputs are transformed into services or products; the quality requirements of customers are satisfied; the organization is compliant with relevant regulations and the quality and environmental objectives are met by the organization. ISO 9001:2008 QMS standard ensures that an organization is able to prove that it consistently achieves customer satisfaction via actual application of the QMS, inclusive of processes for continual improvement and additionally assures adherence of conformity to customer and relevant regulatory and statutory requirements. At the end of December 2011, at least 1,109,905 ISO 9001 certificates were issued in 176 countries and economies.
Benefits of ISO QMS Benefits received by public sector organizations worldwide which have implemented ISO’s QMS worldwide, (Eicher 2001) inlude: The Canadian Government realised cost savings resulting from increased efficiency as a four-fold return was generated from each dollar invested once the standard is effectively implemented.
The ability to illustrate efficiency in terms of saving money to
Governments and other stakeholders which finance operations in the current financially challenged environment, is more than welcome. In Australia, effective management of activities resulted in positive benefits on the bottom line as an Insurer was spared from increased premiums, due to confidence in its ability to achieve an excellent risk rating via implementation of an ISO QMS.
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge There is now increased pressure for organizations to evolve to a stakeholder-focused businesslike modus operandi, from an institutional one. Management can be assured that in restructuring operations, the ISO model is the standard that is utilized by over 350,000 quality systems in private and public sector entities in 150 countries.
Implementation of an ISO QMS (www.ISO9001consultant.com.au) ensures that: The system is commonly understood inclusive of processes which are repeatable and consistent Regardless of circumstances the organization functions in a systematic and disciplined manner Failures are minimized in quality of product or service Persons know exactly what and how to carry out activities, as time is not spent ‘reinventing wheels’. Business improves as an ISO QMS Certificate distinguishes an organization in the marketplace and its products can be readily sold in new markets Resources are not spent on the same problems as they have been permanently resolved, hence if a similar problem resurfaces, a process is already in place for rectification, as resources and skills are available to expeditiously identify and correct it with less resources Improvement in reporting and management control as one is capable of identifying the organization’s performance and are able to troubleshoot
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge Less difficulty is experienced in answering queries re: the quality system, as one will be familiar with all its aspects Improved customer satisfaction, greater employee satisfaction, less maintenance efforts and less rework and frustration There is a basis for continual improvement There is no room for mediocrity, non-performance and loafing There is an ‘auto pilot’ modus operandi – if duties are not performed, then individuals will be in breach There is accountability, detailed documentation and discipline becomes mandatory
The following eight quality management principles are applicable when a QMS is implemented (www.dti.gov.uk/quality/qms): Customer focus Leadership by top management People involvement at all levels Process approach – supported by procedures and work instructions Systems approach to management Continual improvement via measurement, monitoring and analysis Factual decision making after the above Mutually beneficial supplier relationship for the long term benefits When an ISO QMS is implemented within an organization, members say what will be done, and after the task is completed, verification is carried out to ensure it was correctly done. The
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
process is documented and records maintained to carry out periodical reviews of the system, to verify if improvements can be achieved over time. A non-conformity which is highlighted via implementation of the quality system, unearths a golden opportunity for improvement and a corrective action is usually required to correct same. Hence an organization is driven through a cycle of continual improvement on a daily basis, with an underlying philosophy of ‘what is wrong and how can it be improved?’
Jamaican Institutional Agencies for Certification Consistent with new international principles for conformity assessment, two aspects of Jamaica’s National Quality Infrastructure (NQI) were developed with the establishment of the National Certification Body of Jamaica (NCBJ) and the Jamaica National Agency for Accreditation (JANAAC) in 2007 and 2008 respectively. The NCBJ is the first certification body in the Caribbean region to gain accreditation status to offer certification of management systems in the private and public sectors, to both manufacturing and service industries. In November 2009, NCBJ was accredited to certify management systems to ISO 9001:2008 and in May 2010, accreditation status was gained for ISO 14001:2004. The entity is an independent certification unit of the Bureau of Standards Jamaica (BSJ) and embodies the key elements of confidentiality, competence, impartiality, continual improvement and professionalism. The BSJ is developing the capabilities to provide management systems certification and currently offers product certification. This is the process of certifying that a particular product has passed quality assurance and performance tests, or conforms to requirements stipulated in the appropriate standards. JANAAC is chiefly responsible for the accreditation of laboratories and inspection
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
and certification bodies. The process by which an authoritative body such as JANAAC grants formal recognition that a Conformity Assessment Body (CAB) is competent to carry out particular services, based on specific international standards and practices is referred to as Accreditation. In the case of agencies/divisions of Government, certification will be done by the National Certification Body of Jamaica (NCBJ), (MIIC 2012).
Certified Jamaican Companies by local and other Certification Entities In Jamaica 30 organizations are currently certified to ISO 9001, 24 private sector and 6 government entities; thirteen entities are currently certified to ISO 14001, 11 private sector and 2 government entities. Of the thirty Jamaican organizations certified to ISO 9001:2008 Quality Management Systems, two are certified by NCBJ – Caribbean Cement Company Limited and National Health Fund. Of the thirteen Jamaican organizations certified to ISO 14001:2004 Environmental Management Systems, one has been certified by NCBJ – Tijule Company Ltd. NCBJ currently has contracts inclusive of Audits in process with four other Companies. These numbers of certified organizations are constantly changing, dependent on how many organizations are either added to this listing, or those whose certification has been suspended dependent on the success of re-certification audits (NCBJ 2012).
This document will focus on the competitive edge of six
ISO 9001:2008 QMS certified
Jamaican organizations in the following sectors, which are catalytic in influencing how business
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
is conducted to maximize productivity required for positive economic growth, via sustainable economic activity through the provision of employment. 1. Training 2. Manufacturing 3. Agro-Processing 4. Construction - Road 5. Research – Scientific
1. Training: NCTVET- National Council on Technical Vocational Education and Training According to HEART Trust/NTA Operational Plan 2007, the vision of NCTVET is to ensure that the Jamaican workforce is trained and certified to international standards, encouraging employment-creating investments, contributing to the improved productivity, competitiveness and prosperity of individuals, enterprises and Jamaica. The mission is to develop a flexible TVET system which constantly expands access to training and certification is established to impact and satisfy labour market demands, while core values include (HEART Trust/NTA Performance Report 2007) customer satisfaction, quality, learning creativity and innovation, relevance, partnership and teamwork. The driving forces behind NCTVET are : the demand for a Jamaican workforce with higher-level skills and critical employability; high social demand for training programmes; increasing expectations by the public; demand of the labour market for competent workers; accountability for the tax levy; technology and new processes; investment in
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
key sectors such as bauxite, hospitality, ICT and construction; national responsibility (NTA); regional leadership in TVET and CSME/FTAA globalization and competition. Key success factors which confer a competitive edge for NCTVET include, being able to demonstrate to Jamaican citizens and stakeholders the importance of improving qualifications, competencies and skills; assisting Jamaican companies with identification of training requirements in order to implement training, assessment and certification; helping attendees to pursue a qualification in their area of occupational interest and also helping attendees with career advancement through further training; providing standards-based training which results in certification in addition to job placement services that lead to employment; affiliating with other institutions and organizations to increase accessibility to training, certification and employment; meeting stakeholder and customer requirements for responsive, timely solutions; exhibiting accountability and positive returns for training investments and hiring competent trainers and instructors.
Opportunities which presented themselves thereby facilitating NCTVET’s competitive edge are, significant new investments in construction, hospitality, bauxite and information technology; emerging public awareness of the relevance of a competent workforce and competitiveness; circumstances for influencing form and direction of the formal education system; regional TVET leadership and provision of services – opportunities to certify under CSME; institutional collaboration to deliver higher-level programmes; the genuine requirement within the Jamaican industry to retrain the workforce; articulation with tertiary education; utilization of emerging technologies to promote training delivery; ability to partner with private training providers;
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
partnerships with National Youth Service and Jamaica Federation for Lifelong Learning; international networking and World Skills-infusion to showcase Jamaican skills; new National Lifelong Learning policy which promotes training and the framework values and attitudes programme by the education sector (HEART Trust/NTA Operational Plan 2007).
NCTVET is poised to continue offering a competitive advantage because: the infrastructure for training is solid, it has competent human resources, a committed staff, exhibits local and international credibility with a reputation for results, it has a dedicated payroll tax as a reliable resource, it is extremely responsive to market demands, it has a wide stakeholder base, it exhibits global orientation and benchmarking practices, enjoys relative autonomy, has a management philosophy and practice and has high standards for achievement in an organisation.
2(a). Manufacturing: (a) Trade Winds Citrus Limited (TWCL) - manufacturers of TruJuice At Trade Winds Citrus Limited in Bog Walk, St. Catherine, Tru-Juice premium quality juices are manufactured and packaged. The brand was launched over two decades ago as the first 100% freshly squeezed Orange Juice on the market in Jamaica. The 100% Pure Not From Concentrate (NFC) Orange Juice is only produced from January to June when oranges are in season while for the remainder of the year the Orange Juice is produced from Concentrate. The oranges which manufacture Tru-Juice are grown locally from a 3,000 acre citrus farm and additionally supplied from small farmers across Jamaica. Concentrate is made via a process of heating orange and
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
other juices which evaporates the majority of the naturally occurring water, resulting in the production of a viscous (concentrated) juice which is stored frozen in drums for subsequent usage. Hence the Orange Juice produced all year round is 100% Pure Jamaican Orange Juice with no sugar nor additives. Over the years, other premium juices have been added to the TruJuice line of products resulting in nineteen different juices, five of which are in the No Sugar added line, endorsed by the Medical Association of Jamaica, as they are 100% fruit juice with no Sugar or added sugar substitutes. The wide variety of the remaining fourteen flavours of juices, are sweetened with cane sugar (www.tru-juice.com/tj/about.php).
Due to the impact of globalization on CARICOM and the necessity for international standards to be implemented by companies that want to export, the implementation of ISO 9001:2008 QMS and the Food Safety Management System (FSMS) HACCP was undertaken at TWCL. Both systems are internationally accepted and recognized and utilized to overcome potential trade barriers. On December 5 to 8, 2005 an assessment of the processing facility was carried out against the ISO 9001:2000 QMS Standard which included the HACCP FSMS. The certificate was issued on January 30, 2006 when accreditation was granted and a re-assessment done in May 2009, which led to the issue of a certificate for ISO 9001:2008 QMS inclusive of the principles of HACCP on September 15, 2009 (www.tru-juice.com/tj/isohaccp.php).
According to the previous source, TWCL provides a competitive edge as successful implementation and maintenace of the ISO 9001:2008 QMS standard and the FSMS proves to
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local and international customers that the company practices Good Manufacturing Practices (GMP) having their health and well-being as a primary area of concern, which is aimed at customer satisfaction and a guarantee of safe food. HACCP FSMS also provides a competitive advantage for TWCL as it prioritizes and controls potential hazards in food production via controlling major food risks, namely microbiological, chemical and physical contaminants. TWCL is thus better able to assure consumers that juices produced are as safe as good science and technology allows, as by reducing food borne hazards, public health protection is increased. GlobalGAP is the pre farm gate standard which is conferred by Europe’s leading food retailers, to provide to customers additional assurance of food safety and only certified growers are able to supply these retailers. This makes GlobalGAP certification a ‘passport to market’ and will assure clients that TWCL adheres to Good Agricultural Practices from farm to fork. The company is putting plans in place to achieve same, as additional competitive advantage will be gained in maintaining and converting potential business opportunities in Europe.
2 (b). Manufacturing: Caribbean Cement Company Limited (CCCL) Since 1952, CCCL located in Rockfort Kingston, has been producing a consistently high quality of Portland cement using 100% Jamaican raw materials which are mined within a ten mile radius of the facility. It has a subsidiary company Jamaica Gypsum and Quarries Limited (JGQ) which produces gypsum utilized in the manufacture of its cement and exports surplus gypsum from its own ports in addition to cement. The company recently commissioned a new state of the art Kiln – Kiln 5 and Cement Mill – Mill 5 which will bring it’s clinker manufacturing capacity to 1.3 million tonnes and cement manufacturing capacity to 2 million tonnes per year. CCCL is a
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
major contributor to the Jamaican economy employing over 300 persons and over 90% of structures built in Jamaica have utilized Carib Cement. CCCL’s mission is it’s commission to satisfying customer needs by the provision of high quality building solutions in an environmentally friendly manner through an inspired, competent and motivated team, thereby achieving the financial objectives of its shareholders while adding value to the community. The vision includes the concept that all employees share a culture of service, quality and performance where ones word is ones bond and promises are kept. Core values are: generating, respect, integrity, professionalism and passion. The company strives to achieve world-class performance and standards in its operations in order to maintain the heritage of its distinguished brand name within the cement market and pledges to provide the best quality and value-added personal care to its customers, in order to offer a competitive advantage. It will also extend and maintain its pre-eminent leadership in the market via exceeding requirements and fulfilling needs and unexpressed desires of all its customers (www.caribcement.com/about).
To maintain their competitive edge, a QMS is in place to exhibit their genuine commitment to their clients, validate their product quality and assure that all local and international standards are met. The management at CCCL demonstrates leadership in quality standards and encourages employee support and participation of its QMS by encouraging high-team spirit, innovativeness and empowerment simultaneously providing the necessary resources to achieve same.
All
employees will be appropriately trained to competently fulfill their functions, optimize performance, improve efficiency of the plant and its processes, are aware of how their roles relate to the quality system I order to contribute to the overall success of CCCL. The aim is to
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become a Caribbean world-class company via continual improvement and the fostering of innovations in marketing, operations and technology in order to improve on value and quality. It is a personal commitment to ensure complete customer satisfaction as CCCL innovates and creates
opportunities
to
leverage
competitively
the
“Carib
Cement”
brand
(www.caribcement.com/about/article/quality).
To maintain its competitive edge, one of the tenets on which CCCL focuses its attention is quality assurance, as the entire staff is committed to ensure that the only products which exit the Rockfort plant, are those which meet local and international standards. Hence it is important that the management system and all stages of the production process are certified, and monitoring and testing systems have been developed to detect, identify and correct any breaches which occur in the management system and production process. Staff are all aware of the QMS and an audit team has been delegated and trained to maintain and ensure the system’s integrity. CCCL is certified by ISO and BSJ and both the international and local registrar bodies have audited its systems for conformance to world standards in relation to GMP, quality management and quality assurance in all operational aspects.
3.
Agro-processing: Caribbean Broilers group of Companies (Ja.) Ltd. (CBG)
CBG is one of the largest food and agricultural operations within the Caribbean which provides solutions for each stage of the supply chain from feed milling, egg hatching, table-egg production, pig semen handling to meat processing, distribution and marketing. The entity has an
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ISO 9001:2008 certified organizations in Jamaica and their competitive edge
unwavering commitment to quality, food safety, excellent service to partners and customers which drives its aspiration to improve and impact the everyday life of Jamaicans with the CB family of brands. CBG employs over 500 team members who all take pride in the provision of healthy, nutritious and safe foods for all Jamaicans and the small poultry processing family business operation has currently evolved into a dynamic and diversified agri-business. The company believes in its products, in Jamaica and its citizens and it looks forward to being an integral feature in its customers’ lives for many decades in the future. CB food products include CB chicken, Caribbean Passion line, Chippenham Eggs, Smart Eggs, Cooperwood Pork and Bad Dawg Sausages and all products are produced in ISO 9001:2008 HACCP GMP certified facilities. CBG’s quality and food safety is certified and it therefore provides the competitive edge that Jamaicans rely on (www.mycbgroup.com).
The source continues, that CBG places emphasis on the relationship between their integrated farmers and commercial customers because they believe that good food begins with good farms, good animals and good people. With diligence and dedication of good people, CBG has helped to feed Jamaicans with locally grown healthy nutritious foods. With continuous technological improvements, livestock farming globally has evolved over the decades and CBG is committed to introducing first-world techniques to Jamaica, which has assisted them in continuously redefining local productivity standards and thus confer a competitive advantage. The company introduced tunnel-ventilated broiler houses to Jamaica and the Caribbean in 1988 and encourages farmers to utilize this available technology in order to achieve ideal efficiency.
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From the 1990’s the entire CBG including Newport Mills Ltd. has been involved in food safety and quality management and within the last thirty years, has invested heavily in the latest technology and equipment to ensure operational efficiencies in their feed mills and in the development and training of all its team members, via aligning them with international safety standards and best practices. CBG has pledged to provide Jamaica and the Caribbean with safer food of the highest quality and in 2007-2008 underwent a major expansion and upgrade to become the most modern feed mill within the Caribbean, simultaneously increasing its capacity and ability to increase agriculture throughout the region. The continuing focus on training and management systems has intensified to ensure that the feed mill operates at internationally accepted standards of productivity, efficiency and safety over the period. In August 2010, with the guidance of the QMS team, Newport Mills gained certification for ISO 9001:2008, HACCP and GMP accreditation from SGS of Switzerland – the world’s leading auditing and certification company, which made this facility the first and only feed mill to be accredited and maintain these internationally recognized certifications, thus conferring on it a significant competitive advantage to become the industry leader in every aspect of food safety and quality control. CBG is assisting with securing the future of livestock farming in the region by involving all large and small farmers in the SAFEFOOD Movement (www.mycbgroup.com).
Newport Wharf and Storage in Kingston, Jamaica has been International Ship and Port Facility Security (ISPS) certified from 2004 and ISO 9001:2008, HACCP and GMP certified since 2010 and is utilized to offload raw materials such as corn and soy in addition to fertilizers and lumber. CBG is a leading regional supplier with many farms, processing plants, warehouses and sales
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locations and its customer centric focus, ensures that it continues to maintain its competitive edge throughout Jamaica.
4. Road Construction: Surrey Paving and Aggregate (SPA) SPA has been involved in the construction industry in Jamaica for almost forty years in many major road construction and infrastructure projects in Jamaica inclusive of bridges, airports and terminals, schools, residential and commercial developments, sewer lines, water mains and asphaltic surfacing. SPA is a family-controlled private enterprise which is very responsive to customer needs, comprising a team of international and regional professionals, contributing skill sets in the fields of quantity and land surveying, accounts, engineering, plant management, fleet management and operations. The company owns and operates a fleet of small and heavy equipment throughout the Caribbean, which confers on it the flexibility and competitive advantage to undertake any job. Contracts awarded include some funded by the International Bank for Reconstruction and Development, the Inter-American Development Bank, Government of
Jamaica,
the
OPEC
Fund,
the
Kuwaiti
Fund
and
the
European
Union
(http://surreypaving.com.jm/about-us).
SPA has attained ISO 9001 international accreditation and has thus continued to provide and maintain quality service via applying innovative and cutting edge technology and methodology, utilizing state of the art equipment to provide the competitive advantage which the industry demands, while skills training and development of the technical staff is manifested in the
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continual
development of their human resource capacity. SPA is cognizant of the critical
importance of quality assurance to its clients, partners and in its operations hence standards and policies have been developed to ensure that there is maintenance of the highest level of quality assurance, a goal which requires constant efforts of management, supervisors and employees. The competitive edge maintained by SPA, is reflected in the continued repeat client business on the local and international markets, as one of the mission tenets is to maintain excellent standards in the construction and building industry by motivating team members to improve their practices and skills (http://surreypaving.com.jm/accreditations).
The company supports education and industry wide training which encompasses workers, contractors, consultants, students and the general public and participates in seminars, courses for supervisors in collaboration with HEART Vocational Training Development Institute (where workers can participate in skills upgrades, become certified and placed on the National Qualification Register), Builders Clinics in collaboration with HEART NTA, Scholarship Programmes and Summer Employment Programmes. SPA strongly supports the principles of honesty, integrity and high ideals which should be demonstrated in their concern for the development and welfare of the Jamaican Construction Industry.
5. Research- Scientific: Scientific Research Council (SRC) The SRC has a mandate to popularize science, technology and innovation via encouraging the general public to appreciate and implement science and technology (S&T) and is primarily
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responsible to be involved in S&T research in order to positively enhance the quality of life via the development or enhancement of processes and products which support the socio-economic development of Jamaica (www.src.jamaica.org). The agency uses local raw materials to support agribusinesses thereby developing value-added products and its subsidiary Marketech Limited fills the gap between industry and technology via being involved in market studies and intelligence utilizing results to drive research and development at SRC. Green technology is avidly embraced and hence cost effective environmentally friendly solutions are offered to the public for treatment of waste and the generation of alternate energy.
SRC provides a competitive advantage as cost effective support services are provided which optimize operational efficiencies and production and increase product competitiveness in the local and international marketplace.
Business opportunities available from SRC include
extraction technologies for personal care products; dehydration and milling technologies; food formulations – new product development and standardization; plant biotechnology; food pilot plant – small scale production; training in - GMP, HACCP, food processing, tissue culture technology, operation and maintenance of waste treatment systems; other services – factory layout (to international standards), equipment guide, market research, product launch, nutritional facts and labeling, shelf life studies, wastewater management, cleaner production technology and energy information.
SRC provides Jamaicans with a competitive edge as it will guide
individuals from ‘concept to market’ (www.src.jamaica.org).
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SRC obtained both ISO 9001:2000 and ISO 9001:2008 QMS certification and supports the growth of local commerce and industry with the focus of enhancing competitiveness of entities within these sectors. These certifications have increased the visibility of quality and safety of Jamaican products in the marketplace thus promoting access. Hence consumers purchasing goods which have the SRC certification are assured that minimum requirements consistent with Bureau of Standards Jamaica (BSJ) recommendations have been met and Jamaican products which earn this mark have satisfied SRC that set criteria have been adhered to. SRC is able to provide assistance to micro, small and medium-sized enterprises (as they are regarded as the fastest growing economic group in Jamaica), in order to allow them to become more competitive and other local and overseas clients are assured consistent quality service, thus providing a competitive edge. SRC has a team of internationally certified HACCP consultants which are able to facilitate exporters to implement requirements for HACCP certification by local or international bodies and can conduct food tests required for compliance to FDA recommendations. SRC laboratories are ISO 9001:2008 certified, which deals with the efficiency of the lab’s management and is additionally accredited to ISO/IEC 17025 standards for technical competence and expertise, to conduct specific water and wastewater parameters. It is therefore able to continually provide a competitive edge by offering quality consultancy services, in support of the food safety systems of agro-processors both locally and internationally (JIS 2008; Richardson 2011).
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Conclusion The retention of satisfied customers and stakeholders warrants meeting the requirement needs of products or services, as the very existence of a private or public sector organization is threatened by dissatisfied or no customers. ISO QMS provides a systematic approach to managing business processes which is based on a tried and tested framework. An organization does not necessarily have to become certified as an ISO QMS can be implemented to improve efficiency. However, an independent verification of one’s quality system is recommended, as this ensures that everyone makes a concerted effort to work towards a similar ultimate goal – that of certification. For organizations, ISO QMS is useful for internal application, for contractual purposes or for certification, as the tenets support the fact that all aspects of quality begin and end with the customer – a definition of customer requirements. Input is the beginning of the process which leads to product or service planning, terminating with production or service provision. Hence an ISO QMS encompasses all activities required by an organization to provide a service or create a product. Therefore obtaining information on customer satisfaction is of utmost importance, which needs to be measured and the performance of the organization evaluated, in order to provide crucial feedback in the quest towards continual improvement and the provision of a competitive edge.
No. of words = 4998
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Grace-Ann Biggs Allen
MIIC ISO Unit
October 24, 2012
