A business letter came to Company A, one of my clients, from Company B, which has close business relationship with Company A. I saw the letter and it said that Company B got ISO9000 in November. First I thought the company got ISO9001: 2000, but reading the letter precisely, I found out it took ISO9002: 1994 registration.

I asked the management representative of the Company B, the reason of its delayed registration. He said the main reason was instructions of a consultant who instructed the company. His advices were lack of consistency. The situations raised confusions among people of the company and they revised documents over and over again.
Thus the company took two years to get the registration.

I asked the management representative how he dealt with "shall"s.
He answered with belly laugh "At the preliminary assessment the assessor spoke about "shall"s, but we didn't understand completely what he said, because we first encountered with the importance of the meaning of "shall"s. Our confusion lasted about thirty minutes".

Then I asked him," Did the consultant teach you ' shall's?" He answered, " No, he didn't."
Then I found out the true cause of the delay.