Download PDF version (294k) The full article is available as a free PDF document.

Since Hartford Concrete Products of Hartford City, Ind., began the ISO process 11 years ago, the principles of process improvement have greatly directed every aspect of the precaster’s business. J.D. Collins, Hartford’s president and CEO, at first thought the ISO effort would be a sales and marketing tool, But after preparing the operations manual and completing their first ISO audit, Collins says the process was much more than window dressing for a sales brochure.

Managers and employees use the ISO process manual as the focal point of their business. Every employee not only knows what our processes are, but they also have a vested interest in improving the system to everyone’s benefit.