Abstract
ISO 9000 certification is a necessary entry ticket for an organisation for selling its products abroad in new markets. The costs involved in establishing a quality system and having it certified can be substantial, but all the respondents found the investment in the certification to be paying off. The area needing most improvement before the quality system could be introduced was records management (RM). It is also what seems to go wrong most frequently as detected by the quality auditors. The ISO 9000:2000 standard places no less emphasis on RM than its predecessor, and the demand for well designed RM programmes will not diminish. The new ISO 15489 standard on RM is an excellent guide for this work.
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