As far as Quality Management System (QMS) certification is concerned, my first exposure was to ISO 9000: 1994, about seven years after the first ISO 9000 standard emerged from the former BS 5750. The 20 + auditable QMS requirements has resulted in a bewildering and voluminous mass of documentations. It was virtually a system of documents, contrary to a documented system. According to the standard, the company was expected to establish, implement and maintain a documented procedure for all the auditable requirements of the standard. It was a period when the standard was spreading like bush fire, creating a gold mine for Consultants who thrived on the ignorance of the client companies. Preparation and maintenance of the documentation alone, engaged considerable managerial time, and hence the tendency to consider ISO 9000 based QMs as an area separate from the Quality Assurance and other operational functions which has still continued to the present day. This created some dichotomy between the ISO Department and the other functional sections resulting in conflicts. On doing the QMS audits, as an independent auditor for many companies, I have the experience of being confronted with a cart-load of files and documents. This was of course before, the soft copy methodology firmly got established. Many of the External Auditors, spent considerable time, in checking Document and Records, in scrutinizing document reference and revision numbers of even the less significant documents and formats, rather than concentration on the more important requirements. In this respect, I have a great respect for one of the very senior officers of the Sri Lanka Standards Institution, whose approach was to study the operational relationships and their effectiveness.

The transition in to ISO 9001:2000 saw some very significant and far-reaching changes, which the industries, took about one to two years to fully realize. It was a challenge for the auditors and the Certification bodies as well. A careful scrutiny of the eight principles of quality management, will show that they are nothing else but common business sense. The eight principles are:

• Customer focus
• Leadership
• Involvement of people
• Process approach
• Systems approach to management
• Continual improvement
• Factual approach to decision making
• Mutually beneficial supplier relations.

 A casual glance at the principles, will reveal that it is about common sense of good managerial practices., irrespective of whether one goes for certification or not. However, it was an uphill task to grapple these concepts and integrate them holistically in to the quality management systems. Process approach in very simple terms means how to relate the inputs to outputs through the value adding conversions and how to control the activities, realize the desired results. It is directly related to the traditional definition of productivity, namely the ratio of out puts to inputs. What was difficult to comprehend was the fact that, the other seven quality management principles also provide inputs for the process approach. As an example, the auditors found it a grey area when it comes to evaluating leadership, in the context of the process approach. Regarding the establishment of the Quality Policy, which in turn is a requirement under leadership, I have seen many quality polices with attractive wordings which more often serve as show pieces. Very few companies have used the quality policy to provide direction for the setting up of quality objectives. One of the meaningful but concise quality policies I have seen is “We do everything, correctly, right first time at all times’’.

While the 2008 version of the ISO 9001 standard consisted of some notional changes only, the 2015 version signified a complete change of the concept of quality stressing the importance of quality in business strategy, by considering the impacts of external and internal factors and the expectations of internal and external parties on quality and including risk management as an important aspect of quality. Although the prime focus on ISO is product or service quality, companies cannot ignore the impact on quality, which covers product quality (Q), Price (P), and Delivery (D). The recent impacts of Covid-19 pandemic on the above aspect of quality, was amply seen throughout the world. The above requirements under the Organization Context, is a move in the right direction, in integrating quality in to all aspects of the business. However, most companies and even auditors, consider this in isolation as another requirement of the ISO 9001, which need minimum compliance. Similar comments can have made on the Identification of the risks and opportunities of the operational processes.

Product and service quality is used by most companies as means of maximizing the profit. The Nobel Prize Winner in Economics, Milton Friedman in 1970, stated that the sole responsibility of a business is to “use its resources to increase its profits. As a result of the rapid growth in consumerism, both locally and globally, business firms operate in a challenging and continually changing business environment. The rapid change is supported by rapidly expanding technology, and particularly of information technology. Dynamic organizations are making serious efforts to keep abreast of developments, in the changing business environment, while many traditional and conservative organizations are failing. Change has become inevitable.”

While we cannot find any fault with this approach, one cannot overlook the Social and Environmental bottom lines, which together with the Economic bottom-line, constitute the Triple Bottom of Sustainable development. The role of quality management on the social and environmental bottom lines, is a concept that has great potential in the modern-day concept. The reduction of scarp and rejects, especially in the tyre industry, will improve the environmental performance, while reducing the health and fire risks, often caused by irresponsible dumping.

 Internal and external communications under the requirement 7.0, Support of the ISO 9001 and 14001:2015 standards are another area where adequate attention has been given. Despite the great advances in ICT, we can trace miscommunications as the root cause of most of the Non- conformance report raised during the QMS audits.

John Ruskin, the English author, (1819 -1900 ) once said, “ Quality is never an accident. It is always the result of intelligence effort.” I have seen this famous quote adorning the walls in some offices of CEOs and Senior Managers. However, the perennially repeating non-conformances related to quality in a large number of companies, make me to wonder whether the management and the mangers, “walk the talk.” Companies have in their procession, a handy tool, in the disguise of ISO 9001:2015, to enable them to establish the standard procedures, (SOPs), operate them and control, but many consider it as something to worry about only during the external audits of the certification bodies.

In this respect, it is worthy of mentioning that, in my country Sri Lanka, there is a famous Buddhist Cultural Pageant, in August every year, that attracts locals as well large numbers of tourists from across the globe. For the past 400+ years, this event follows the SOPs, without any, awareness of the ISO 9000, emphasizing that there is no magic or mystery about ISO, but the prevalence of good common sense. (TT)

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Continental Tire is launching a philanthropic initiative with ROUSH Performance and automotive influencer Supercar Ron to deliver hope to children with critical illnesses. The collaborative effort centres on raising funds for Make-A-Wish, the global leader in granting transformative wishes for children facing serious health challenges. At the campaign’s core is the ‘Full Throttle for Wishes Giveaway’. This sweepstakes offers a grand prize of a fully equipped ROUSH-supercharged F-150 Nitemare, outfitted with Continental ExtremeContact DWS-06 Plus tyres, with all proceeds directly benefiting the charity.

Since 1980, Make-A-Wish has fulfilled over 615,000 wishes worldwide, providing hope and joy during immensely difficult times. The organisation believes a wish can serve as a pivotal moment, fostering resilience and optimism that positively impacts a child’s journey. With a child becoming eligible for a wish approximately every 25 seconds, the mission is urgent. By uniting high-performance automotive passion with philanthropy, this initiative aims to create life-changing experiences and deliver moments of joy to as many children as possible.

Brian Beierwaltes, Head of Marketing US PLT, Continental Tire, said, “Together, we have the power to create something extraordinary. By joining forces with ROUSH and Supercar Ron, we’re turning passion into action and making a huge difference for kids who need hope the most.”

Supercar Ron said, “Cars have always been my passion, but helping kids is my purpose. This initiative is about more than horsepower; it’s about giving these incredible kids the strength to keep fighting. I’m thrilled to team up with Continental and ROUSH to make this happen.”

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Apollo Tyres has achieved an A- rating from the Carbon Disclosure Project (CDP) in both Climate Change and Water Security for 2025. This recognition places the company among the foremost international leaders in transparency and tangible environmental action, as evaluated by this prominent disclosure platform. Apollo Tyres began its formal CDP reporting journey in 2020, demonstrating its dedication to accountability through alignment with major frameworks including the Taskforce on Climate-related Financial Disclosures (TCFD) and the Science Based Targets initiative (SBTi).

The company’s performance trajectory illustrates a consistent and marked improvement, rising from an initial Climate Change score of D in 2020 to achieving leadership status just five years later. This progression was bolstered in 2023 when Apollo Tyres expanded its disclosures to encompass water security, immediately securing a B- rating. The subsequent elevation to a dual A- rating underscores robust advancements in corporate governance, risk management, and comprehensive emissions reduction initiatives.

Central to this progress is Apollo Tyres’ commitment to achieving net zero emissions across its value chain by 2050. In support of this ambitious long-term vision, the company is developing a detailed decarbonisation roadmap and will shortly announce specific, absolute near-term emission targets. This systematic approach reinforces ongoing efforts to deepen stakeholder engagement and implement science-based environmental strategies, solidifying the company’s strengthened standing within the competitive global sustainability landscape.

Rajeev Kumar Sinha, Chief Manufacturing Officer, Apollo Tyres Ltd, said “Reaching an A- rating underscores our dedication to environmental stewardship and our progress towards a low-carbon, water-secure future. We remain committed to driving meaningful action and transparency across our operations.”

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Michelin is accelerating its retail expansion in North India through strategic new partnerships. The global tyre manufacturer has inaugurated two new Michelin Tyres & Services stores in Delhi NCR region. In Noida, Michelin has collaborated with Tyre Shoppe India, an established retailer with over 25 years of industry presence and a substantial facility renowned for its technical proficiency and customer service. A separate flagship outlet has also opened in Delhi’s Model Town in partnership with Liberty Tyres, a trusted automotive specialist operating for more than two decades.

These new stores provide customers with full access to Michelin’s premium tyre portfolio alongside comprehensive automotive care. Both facilities are equipped with advanced diagnostic tools, high-precision alignment and balancing equipment and offer a complete suite of vehicle services to ensure efficient and accurate maintenance. This expansion is part of Michelin’s focused strategy to strengthen its footprint across Northern India, enhancing convenience and reliable access for motorists.

Shantanu Deshpande, Managing Director, Michelin India, said, “Delhi–NCR plays an important role in Michelin’s growth strategy for India, with its strong base of premium and performance vehicle owners. The addition of these two new Michelin Tyres & Services Stores strengthens our retail presence in the region and brings us closer to our customers. As we prepare to introduce our Made-in-India passenger car tyre range next year, expanding our network remains central to ensuring accessibility and providing consumers with world-class mobility solutions.”

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Bridgestone Retail Operations, the service and retail arm of Bridgestone Americas, has named Zachary Borden as its 2025 Automotive Service Excellence (ASE) Master Technician of the Year, recognising his performance across technical skills, productivity and customer service.

Borden received the award at a ceremony hosted by the National Institute for Automotive Service Excellence, which oversees certification standards for vehicle repair and maintenance technicians in the US.

Borden joined the company’s Firestone Complete Auto Care network in Virginia Beach, Virginia, in 2016 after completing an associate degree in automotive technology at Tidewater Community College. He holds nine ASE certifications and has exceeded his service productivity rate by nearly 300 per cent for the past two years, according to the company.

Marko Ibrahim, president of Bridgestone Retail Operations, said: “Zach exemplifies the spirit of this award through his commitment to efficiency, clear and productive communication, and fostering a collaborative work environment. He is a standout technician and a trusted advisor for our customers, and it is an honour to recognise his servant leadership.”

Borden said: “Being named ASE Master Technician of the Year is truly an honour, and I’m grateful to be recognised for the quality of my work. What means the most to me is the opportunity to grow alongside a team that supports, challenges, and learns from one another every day.”

ASE Technician of the Year nominations are determined by employers based on test scores, on-the-job performance and community involvement. Bridgestone Retail Operations selects candidates from its network of more than 2,200 outlets across the US operating under the Firestone Complete Auto Care, Tires Plus, Hibdon Tires Plus and Wheel Works brands.

The award follows the accreditation of Bridgestone Retail Operations’ technician-training curriculum by ASE in October. Accreditation is granted to institutions that meet established standards for technical education and is intended to support technicians in gaining ASE certifications throughout their careers.

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