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ISO 9000 is an internationally recognized quality standard that is required for doing business in the global marketplace. Based on the authors' experiences at AT&T/NCR, this guide explores the human side of ISO, showing how to overcome organizational (and human) inertia and lead the organization thr

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Huyink and Westover present important aspects of the ISO 9000 registration. Instead of showing the technical aspects of the registration process, the authors examine the organizational reaction to project implementation. From this perspective, the project is presented in its corporate dimension along the various stages required to achieve registration. The organization's cultural change is analyzed through four stereotyped attitudes toward the ISO 9000 project: quality purist, quality advocate, pragmatist, and extreme pragmatist. Within this context, registration is clearly clarified and supported with instances of positive organizational change at the employee and managerial levels. The authors properly identify pitfalls and critical factors, and explore the strategies for dealing with them among the enormous range of attitudes in the organization. Recommended for quality control managers, operations management professionals, and others concerned about the implementation of ISO 9000 or TOM (total quality management). Graduate; faculty; professional. A. Tavakoli; Fayetteville State University