Developments regarding the process-based approach

Since the 2000 version of ISO 9001, the process-based approach has been at the heart of QMS structures. Despite its long history, however, the subject remains open to debate on several fronts, sparking controversies within the quality community that rival those of the Capulets and Montagues.

This controversy centers on how to define processes: either by replicating the company’s hierarchical silos (sales/purchasing/engineering/production, etc.) or by defining cross-functional processes that align with end-to-end workflows, creating value for customers and other stakeholders.

The drafters of ISO 9001 have refrained from taking sides in this ongoing controversy, likely fearing that there is more to lose than to gain from an initiative that could lead to a schism. This lack of a clear stance allows each side to maintain and stand firm on its own position.

This document aims to shed light on the underlying debates and the more or less visible signs in the drafting of ISO 9000 and ISO 9001 that reflect the slow and cautious evolution of conventional wisdom in this field. We also propose a solution to move beyond this controversy.