Booz Allen Hamilton is celebrating a significant achievement: two project teams have successfully passed the ISO 9001:2000 Quality Management System (QMS) audit performed by the British Standards Institute (BSI). It is the latest in a series of annual audits since Booz Allen was first certified in 1999.

ISO 9001:2000 is an internationally recognized, regimented standard used as a benchmark for managing and maintaining quality assurance throughout an organization. The ISO 9000 family of standards consists of three documents:

• ISO 9000:2000 Fundamentals and Vocabulary
• ISO 9001:2000 Requirements
• ISO 9004:2000 Guidelines for Performance Improvements

The ISO 9000 series provides a guideline for establishing an organizational QMS to deliver the quality services and products that meet customer requirements and expectations. ISO certification enables Booz Allen to respond to growing demand from many of its clients to provide mature standards-based quality management processes.

"If the guideline is followed and all processes and procedures are in compliance with ISO, the end product will be impeccable," said Booz Allen Principal Rick Sorrenti.

Validation of Booz Allen's Commitment to Quality

The design of Booz Allen's ISO 9001 QMS was based on the firm's System Development Life Cycle (SDLC) practices, and has been effectively implemented on program management, system engineering, call center service, and research projects.

There is substantial value to achieving ISO 9001:2000 certification, especially from a customer service perspective. Clients know they will receive a high quality of work because ISO 9001:2000-certified organizations have well-defined organizational process systems and are continually improving the efficiency and effectiveness of their QMS.

"Certification demonstrates to clients Booz Allen's willingness to maintain the greatest level of excellence to support their needs," said Sorrenti. "It gives Booz Allen a competitive advantage and opens our markets to new opportunities."

Some improvements can be quantified. "By maintaining ISO standards, the quality of Booz Allen's deliverables are now 50% to 80% better than they were prior to certification, and costs of creating deliverables have been reduced by 20%," said Sorrenti.

Compliance with ISO's structured processes can provide direction that may help an organization benefit in other ways:

• Cost savings can be achieved through repeatability and improved efficiency



• Key responsibilities for staff can be defined



• May provide an objective measurement by which to gauge process improvements



• Helps ensure that deliverables consistently meet specifications and deadlines

No Gray Area

ISO 9001:2000 certification is good for one year. For Booz Allen, maintaining certification is an ongoing process that continues year 'round.

When BSI examiners conduct their annual audit, they cover a wide range of criteria, including interviews to determine staff proficiency and examination of the project's financial management processes. But Booz Allen's ISO 9001 internal auditors conduct their own quarterly audits as well. These audits review and evaluate the effectiveness and efficiency of Booz Allen's defined project QMS and ISO 9001:2000 requirements compliance.

Booz Allen's senior management ensures that ISO 9001:2000 QMS is enforced throughout the project life cycle. Said Sorrenti, "There is no gray area: criteria are either in place or they're not, and if they're not, they must be corrected."

story posted June 2, 2005