For establishing effective and simple ISO9001 system, understanding of "shall"s in the standard is essential.

1."There is also wills"
Mr. T, lead assessor of Certification body M, once a manager of a company in U.S.A., big-mouthed he was good at English.
When he came to Company A, the management representative of the company questioned him against a pointed non-conformity " Which 'shall' are you referring to?" The assessor answered, " There is also 'will'". His answer showed that he was totally innocence about specific usage of "shall"s in ISO9001: 2000. Shameful lead assessor! After the assessment, people in the company made mocking laugh.
But the assessor said he had experienced assessments for about a hundred companies so far. It meant that the companies had not refuted by using "shall" in each of their assessment.

2.Lecture by top management
A chamber of commerce and industry in a city hold a lecture of registration of ISO9000 by a president of a small business that had took the registration.
The president lectured his experience on his registration activities.
A management representative of a company, a participant of the lecture, who was preparing for his registration and had learned about "shall"s, noticed that the president had not totally referred to "shall"s in the lecture. Then he asked personally after the lecture " How did you deal with "shall"s in your assessments?" The president answered, " What are "shall"s?" The management representative surprised at his answer and soon understood the registered company might have very heavy documentation system due to innocence of impartial requirements of "shall"s.