When its major customer began requiring ISO 9001 certification for its new business contracts in 1998, Palmetto GBA, a large US Medicare claims processor decided to acquire ISO 9001certification building on its focus on continuous process improvement. The complexity of implementation led senior management to certify to ISO 9001 by process rather than by location or organisation. Palmetto: 1) Appointed a ISO Implementation Manager who attended an Auditor Training Course. 2) Created the QMS imple...

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14.3.3 Implement an org-wide continuous improvemnt program
14.3.5 Reengineer business processes & systems

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