Just reading "Get Your Ducks in a Row" A step-by-step guide to implementing an ISO 9001 quality management system by John Orthaber - my favourite quotes are " Systems fail when the procedures are incomplete or difficult to read.. Too many companies generate too much unnecessary documentation. It’s too easy to misplace documents that move from one person to the next, and it is difficult to manage information that is located in various files and different offices and that is assigned to different people. Responsibilities change hands, and individuals tend to change the way information is gathered and filed. Finally, ISO 9001 is not a guidebook. It defines the "what" but not the "how." The "how" can sometimes involve a somewhat complex tangle of implementation activities ..."

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