ISO 9000 is the international standard for quality management. For some internal auditing functions it is also the standard used to establish quality assurance in the services they provide.
Alcatel Group Audit Services (GAS) registered its services to this standard in 2001. For this it established a set of best practices developed by consensus from its entire world-wide internal audit staff. ‘It certainly brought consistency and homogeneity to GAS’s audit practices and audit products, which in turn, impacts customer satisfaction.’ Since its introduction it has developed into a ‘continuous quality improvement process’ creating‘   something in which we all take pride’ and continues to encourage cutting edge practices.
Contributed by A.J. Hans Spoel, Global Corporate Executive Director and Patricia Pinel, Senior Audit Coordinator Communications & CRSA.
After Reading the Case Study Consider:
1. Does the motivation and commitment to quality in the process of registration to ISO 9000 and its maintenance offer any of the benefits in the case study for your internal auditing?

2. Do you carry out any risk assessment in your internal auditing processes to identify quality risks and opportunities for improvement in the achievement of your Key Performance Indicators?
3. Do you report to your board and senior management on the standard of quality in the services you provide and compliance to The IIA International Standards? If not, why not?
4. Is your internal auditing sufficiently knowledgeable and experienced to provide quality assurance and consulting services in your organization’s quality policy?