Linking ISO 9001:2000 Requirements
To Product Service Quality
Abstract:
From the time
the ISO 9000 series of quality management standards were released in
1987, there have been concerns that certification of a quality management
system did not necessarily assure stakeholders that conforming product
or service would be delivered to the customer on time. These concerns
continued when the standards were revised in 1994 and again in 2000,
and to a 1large extent, continue today. In 1995, with the
initial introduction of QS-9000, it was thought that things would get
better. QS-9000 was followed by other sector-specific standards, e.g.,
TL 9000, AS9100a and ISO/TS 16949.
All of these
have the common goal of delivering high quality product or service on
time, thereby achieving customer satisfaction. What many organizations
miss or do not understand is the linkage between each requirement and
product/service quality. This paper focuses on those aspects of ISO
9001:2000 that directly affect customer expectations regarding product
or service quality and delivery. Insights from the view of an accredited
registrar will be presented, including suggested auditing techniques
that will identify those areas of a quality management system that could
be weak, the goal being to make it proactive, predictive, and robust,
as opposed to reactive and detection focused.
1Quality
is Free, 1979, McGraw Hill Publishing

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