WORKING OUT MANAGEMENT KINKS
A growing number of U.S. service companies are pursuing an international ''good management'' seal of approval called ISO 9000. More than a marketing tool, it helps a company cut procedural kinks and set up systems to catch problems at the source. The reported benefits: long-term savings and increased customer satisfaction. What's involved? An ''audit'' by a registrar who reviews operations, from customer requests to final billing. That means a company must document exactly what it does, how, and who is responsible at each step. At Belmay Inc., a Yonkers (N.Y.)-based fragrance design firm, audit preparations revealed at least 10 systemic problems--in handling rush orders, for example. Contact the American National Standards Institute (212 642-8908 or www.nssn.org). Local colleges or business centers may also have info.
EDITED BY EDITH HILL UPDIKE
Updated Dec. 11, 1997 by bwwebmaster
Copyright 1997, Bloomberg L.P.