-by Dr. IJ Arora
Wishful thinking is fine, but it rarely achieves positive results in professional settings. The best path to reach a desired outcome is to implement a structured, process-based management system. It is not a guarantee of success, but if implemented by competent and motivated teams, such a system allows the organization to produce conforming products and services and embrace continual improvements.
I often hear from leadership about their faith in the power of hope, but my experience tells me that hope is never a plan. For those who believe in hope, my advice is to base it on a well-designed management system. There is no need to re-invent the wheel. ISO standards exist for management teams to use.
In organizations of every size, across industries and borders, there is often an invisible reliance on hope. Leaders hope customer complaints will decline. Managers hope processes will perform as intended. Teams hope risks won’t materialize.
Hope can inspire, but it cannot control outcomes. It is not a strategy, and it is certainly not a plan. In contrast, a good management system transforms that hope into structured action, measurable results, and continual improvement.
A Better Way
At my organization, we have long stressed (and said) “Hope is never a plan.” The plan—the real plan—is embedded in the process-based management approach that underlies ISO 9001 and other international standards. This approach replaces uncertainty with understanding and reactivity with resilience.
The problem with hope as a strategy is there is no plan. In times of uncertainty—economic shifts, market volatility, supply chain disruptions—many organizations fall back on hope as a substitute for planning.
However, in my experience, success is built upon the foundation of a process-based management system. Remember the wise words of Deming: “A bad system will beat a good person every time.” The process approach, central to ISO 9001 and mirrored in ISO 14001, ISO 45001, and numerous other ISO standards, recognizes that results come from well-managed processes.
The journey from wishful thinking to structured management is embodied in the process approach, which was first formalized in ISO 9001:2000 and reinforced in ISO 9001:2015. The standard recognizes that consistent, predictable results arise from well-defined and managed processes, not from chance. In particular, sub-clause 4.4 of ISO 9001:2015 requires organizations to establish, implement, maintain, and continually improve a management system, including the processes needed and their interactions.
Where hope says, “Let’s see how it goes,” a process-based system asks:
- What inputs are required, and what outputs are expected?
- Who is responsible for the process?
- What resources and controls are necessary?
- How will we measure performance?
This thinking moves an organization from reacting to problems to controlling the variables that create success. Rather than managing departments or reacting to problems, organizations use the process approach to:
- Define interrelated processes that deliver outputs valuable to customers and stakeholders (sub-clause 4.4.1).
- Identify inputs, activities, and controls within each process (sub-clause 4.4.1).
- Establish measurable objectives and performance indicators (sub-clauses 6.2 and 9.1.3)
- Use data and analysis to drive decisions.
This approach replaces hope with evidence, accountability, and continual improvement.
Plan, Do, Check, Act (PDCA) and the Importance of Leadership
The PDCA cycle implies planning as the basis for turning vision into reality. Clause 6 emphasizes “Planning,” i.e., the transformation of organizational context (subclauses 4.1 and 4.2) and risks (sub-clause 6.1) into actionable objectives and opportunities for improvement:
- Risks and opportunities (not just reacting to issues)
- Resources and competence needed to achieve results
- Process interactions that maintain flow and consistency
- Measurable outcomes that guide continual improvement
In this framework, hope is replaced by proactive thinking, i.e., identifying what could go wrong and preparing responses before it happens. This is far superior to a reactive approach. Of course, in the initial functioning of the management system, any non-conformances (NCs) found will drive corrective action. However, once data accumulates (based on closed NCs and other monitoring and analysis) then those data will drive risks and trends and enable proactive system.
Leadership plays a very important part in the success of an organization. From slogans to systems, true leadership is not about motivational statements but about embedding systems that work even when leaders aren’t watching.
Leaders demonstrate commitment by:
- Integrating the management system into business strategy (sub-clause 5.1.1c)
- Promoting process ownership and accountability
- Ensuring alignment of policies (sub-clause 5.2), objectives (sub-clause 6.2), and actions
A strong system outlives individual personalities—it ensures the organization runs effectively on principles, not just people. What employees learn during their work life at the organization is captured as lessons learned and forms the organization’s corporate knowledge (sub-clause 7.1.6).
Continual improvement (sub-clause 10.3) is the antidote to complacency. Even good systems fail if they stop evolving. ISO’s process-based model ensures continual improvement through:
- Audits and reviews that identify gaps and inefficiencies
- Corrective actions that prevent recurrence
- Performance metrics that inform decision making
Hope says, “Things will get better.” A good management system says, “Here’s how we’ll make them better—and how we’ll know it worked.”
Conclusion
My advice to leaders is to replace hope with a system. Every organization faces uncertainty, but those that succeed do not count on hope—they rely on structured management, clear processes, and evidence-based decisions. Leadership is responsible for maintaining customer focus (sub-clause 5.1.2), understanding customer requirements and associated risks, having thorough knowledge of their products, and carefully selecting vendors.
Uncertainty and hazards must not be passed to employees, users, or other stakeholders. Instead, they should be converted into manageable and low-impact risks. Those risks can then be addressed and/or converted into opportunities for improvement.
In an uncertain world, replacing hope with a system is a must. Hope may be emotionally comforting, but it is operationally dangerous. A good management system, based on ISO 9001’s process approach, gives structure to intention and reliability to performance. It enables organizations to anticipate risks, seize opportunities, and deliver consistent value. It creates confidence among customers, regulators, and employees that the organization is not merely hoping for success—it is planning, executing, and improving toward it.
The above article was recently featured in ‘The Auditor’, an Exemplar Global publication.
