For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.

Details problems found by firms trying to implement ISO 9000: bureaucracy, unwieldy controls, erroneous management systems; the means has become more important than the end.

Find out what the new ISO 9000 says and means! There's simply no better introduction to the recent changes in ISO 9000 standards than ISO 9000: The Year 2000 and Beyond, Third Edition. Quality expert Perry L. Johnson brings you up to speed on both AS 9000 and QS 9000, from documenting the quality system to dealing with subcontractors and customers, and designing and producing your product to ensure its quality. Scope out every must-know requirement in management responsibility, contract review, document control, purchasing, process control, inspection, and testing and training. Facilitate evaluation of your company's preparedness for implementation and registration to the standard with a self-assessment test. You also get a sample quality manual, so you know exactly what's expected in that all-important document.

Quality Systems Handbook is a reference book that covers concepts and ideas in quality system. The book is comprised of two parts. Part 1 provides the background information of ISO 9000, such as its origin, composition, application, and the strategies for registration. Part 2 covers topics relevant to the ISO 9000 requirements, which include design control, internal quality audits, and statistical techniques. The text will be useful to managers, auditors, and quality practitioners who require reference in the various aspects of quality systems.

"The book describes the design rules required to document, implement, and demonstrate quality management system effectiveness in compliance with the latest version of the ISO 9000 International Standard. This systematic and engineering approach simplifies the many complexities in maintaining compliance with ISO standards. This hands-on guide is packed with tips and insights the author has garnered from personally designing quality management systems that integrate organizational strategy with quality management. Moreover, the book helps professionals create meaningful documentation and a user-friendly, informative quality manual that together form the core of an effective and responsive quality management system."--Jacket.

ISO 9000 has undergone a radical revision, changing the focus from requirements born out of situations that experience had shown led to poor product quality to requirements born out of the need for all organizations to continually achieve their objectives and create satisfied customers. The language has changed from procedure to process and the intent is now more aligned to business needs. The concepts, terminology and techniques that pervade the ISO 9000 family of standards are explained. Learn how to apply such concepts as continual improvements, process management, corrective action and system audit. Understand six-sigma, the process approach and the principles of control and breakthrough. Learn how to manage the business processes, set objectives, identify processes, and write procedures. Discover what the standard means by customer focus, the systems approach, leadership and much more. Packed with information on over 220 terms, this guide: • Provides quick access to the salient concepts that underpin best practise. • Provides ISO definitions and alternative definitions for comparative purposes. • Identifies all the requirements and associated clauses where a particular term is used. • Provides guidance on application and interpretation with hints and tips to aid understanding. • Provides task lists for implementing methods and techniques. A book to pack in the brief case, a portable adviser that is ready to serve up answers when you’re stuck for words, deep in debate, challenged by an auditor or confronted by your boss.

This text is aimed at the busy manager or proprietor who needs to implement ISO 9001. It consists of a commentary against each clause of ISO 9004 (guidelines for performance improvements), explaining the practical benefits of implementing the guidance that is given in the standard.