Cracking the Case of ISO 9001:2000 for Service

Front Cover
ASQ Quality Press, Jul 1, 2002 - Business & Economics - 212 pages
In this handy pocket guide you will find questions to ask yourself during the compliance process, as well as tools and resources that will make ISO 9001 seem like less of a mystery. Banks, call centers, automobile towing shops and photo labs are just a few of the service business examples mentioned in this guide. Authors West and Cianfrani share their clues from years of investigation to help you solve your ISO 9001:2000 case in a snap. West and Cianfrani recommend this book for individuals who want practical tips on how to implement and maintain compliance efficiently. Authors West and Cianfrani make special effort to avoid the manufacturing language that has permeated ISO dialog in the past to make Cracking the Case of ISO 9001:2000 for Service a friendly pocket guide. While the requirements of the standard are the same for any industry, this book explains how the nuances of applying the standard are different in the service industries.
 

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Contents

2000?
1
Satisfaction
8
2000
17
to the product
68
Tools
143
Tool 4Gantt Charts
154
Tool 5Run or Trend Charts
157
Tool 6Histograms
160
Tool 8Failure Mode and Effects Analysis
166
Tool 9Sampling Inspection
169
Tool 10CauseandEffect Diagrams
172
Tool 11Problem Solving
175
Glossary
179
References and Additional Reading
195
Index
207
Copyright

Tool 7Pareto Charts
164

Common terms and phrases

Popular passages

Page 7 - Mutually beneficial supplier relationships. An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
Page 6 - Principle 4: Process Approach A desired result is achieved more efficiently when activities and related resources are managed as a process.
Page 6 - People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.

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