The ISO9001 stuff is pretty meaningless. All it means, as has been said, is they've got documented procedures, not that those procedures are any good ! If a company's procedures were, let's say for arguments sake (1) fit lots of expensive bits on car in a shoddy fashion, (2) charge customer a load of money and tell them a load of bull about warning signs etc, then as long as those procedures were carefully carried out each time it's fine under the ISO9001 quality standards !