- Auditing
- Cost of Quality
- Customer Satisfaction and Value
- Data Quality
- Engineering
- Environmental Manag. and Sustainability
- Global Quality
- Human Resources
- Inspection
- ISO 14000
- ISO 9000
- Leadership
- Lean
- Metrics
- Metrology
- Problem Solving
- Process Management
- Product Development and Recall
- Project Management
- Quality Control
- Quality Management
- Quality Tools
- Safety
- Six Sigma
- Small Business
- Software Quality
- Standards
- Statistical Process Control (SPC)
- Statistics
- Supplier Quality
- Teams
- Total Quality Management
- AS9000
- TL 9000
- ISO/TS 16949
- Compliance
- Certification/Registration (management system Standards)
- Risk Management
- Customer Experience Management
- Customer Requirements
- Economic Case for Quality
- Continuous Improvement
Standards Outlook: The Right Approach
The process approach is at the heart of a quality management system (QMS) defined by ISO 9001. And, as everyone knows, it’s necessary to have the old ticker checked out from time to time....
Out of Sight ... Out of Mind
The purpose in sharing this story is to publicize a growing gap in quality-system coverage caused by outsourcing and to share some of the challenges of fixing it. The story is true. The names have been changed to protect the innocent....
Standards Outlook: What's Really Important
By the end of this year, the International Organization for Standardization (ISO) is expected to issue a new version of ISO 9001....
Expert Answers: May 2008
Government and cost of quality ... Understanding the slack factor....
Standards Outlook: Product vs. System Quality
We live in an era in which complex and technologically advanced products are produced on a regular basis. Little concern is given to the engineering and advanced process capabilities that are required to produce them....
10 Quality Basics
In an overview designed to give quality newcomers a glimpse of the knowledge they need to succeed, ten regular Quality Progress contributors write on 10 basic quality topics that are fundamentals essential to surviving in a quality role. Topics covered...
Quality Glossary
Five years after it published its first glossary of quality terms, ASQ has revised that glossary with updated definitions and new entries, many from the lean glossary published in 2005. This reference of terms, acronyms, and prominent figures in the...
Standards & Registrars Directory
TS TR TL RS QS MD 9KS 14K 9K CR CE AU AS TR CS SPC QS 9KS 14K 9K CS VD6 TS TR TL SPC QS MD 9KS 14K 9K CS CE AU AS TS TR SPC 9KS 14K 9K CS AU AS TS QS MD 9KS 14K 9K CSD AU AS 9KS 9K CR AU VD6 TS TR SPC QS MD 9KS 14K 9K CS VD6 TS RS QS 9KS 14K 9K CSD CS AS...
Standards Outlook: The Future of Quality Management Standards
My first column for “Standards Outlook” back in 2000 was about the introduction of the aerospace quality management system (QMS) standard AS9100....
Sarbanes-Oxley and ISO 9000
Critics say ISO 9000 doesn't measure up to robust quality programs such as Baldrige Award criteria, lean and Six Sigma, and they complain about the law's excessive documentation requirements. Yet by providing records and internal controls, the...
TS 16949 – Where Did It Come From?
TS 16949 is an international fundamental quality management system specification for the automotive industry based on ISO 9000. It was developed at the request of automotive suppliers from the Big Three automakers' quality system assessment manuals,...
AS9003: An Aerospace Standard For the Little Guy
AS9003, Inspection and Test Quality System, represents the return to a traditional aerospace industry approach to quality management that existed before the adoption of the ISO 9000 quality standards. While most large manufacturers and suppliers have...
A Deming Inspired Management Code of Ethics
In today's business environment, executive management's narrow focus on productivity can produce ethical, moral and legal consequences. While there are codes to prohibit discrimination based on race or gender, they fail to address conduct that is legal....
Healthcare Agreement Revision Nears Release
The first revision of the International Organization for Standardization (ISO) International Workshop Agreement (IWA 1) should be released this month if all goes according to plan....
Standards: Baselines for Improvement
There are many kinds of standards: ones that apply to a wide variety of products and services, ones that cover a wide range of processes and test methods and even ones that provide guidance or requirements for management systems....
The Growth of Risk Management
The quality profession and ASQ were very successful during the l980s and '90s. ASQ surged ahead in membership, national prominence and public policy influence....
Use Basic Quality Tools To Manage Your Processes
The 2000 revision of ISO 9001 stresses the importance of process in a company's quality system. However, many firms operating under the traditional hierarchical view of structure have found it difficult to make the transition. The experience of a...
Who Attends ASQ Section Meetings and Events?
When the Jacksonville, Florida ASQ section was threatened with deactivation due to inactivity, dedicated volunteers used telephone surveys to determine what members wanted. Survey results made clear the necessity to set strategic objectives for planning...
Why Customer Related Processes Don’t Always Work
One of the original driving factors behind the worldwide adoption of ISO 9000:2000 was the belief it would improve customers’ confidence in the ability of suppliers to meet specified needs, requirements and quality expectations....
Basic Requirements of a Quality Manual
If your company is implementing a quality management system based on ISO 9000:2000 standards, the content of the quality manual should reflect ISO 9001 requirements, but it need not match the format. Basically, ISO 9001 asks that you document actions...
Qualitative vs. Quantitative Methods
Using statistical methods in quality management systems (QMSs) has been discussed ever since the advent of total quality management (TQM) and ISO 9000 certification. Yet statistics remain an often neglected component of quality management systems....
Column: Standards Outlook: Strategies for Improving Business Performance
Most organizations face dozens of extraordinary conditions in today's business environment, including aggressive competitive strategies from their opposition, daunting regulatory situations and the pressures of...
Better Public Schools With ISO 9000:2000
Formal standards for learning in public schools are being implemented in the majority of states. The ISO 9000:2000 quality management standards provide a useful structure that can be successfully adapted for the education sector. The National...
Column: Standards Outlook: Test ISO 9000:2000 Understanding
Your ISO 9001:2000 certificate is only as good as the people helping to manage, review, evaluate and update the quality management system (QMS) behind...
ISO 9000 Makes Integrated Systems User Friendly
Organizations need management systems that are based on processes or activities that help personnel understand what is essential to achieving continual improvement on a consistent basis....
Lean and Six Sigma – Synergy Made in Heaven
The combination of Six Sigma and lean enterprise work can enhance the production experience. Workers have the empowerment and skill to recognize a problem and, if it cannot be resolved, shut down the line to eliminate the root cause. Six Sigma and lean...
Print Perfect
Branch-Smith Inc., a fourth-generation printing company, had its origins in the unlikely success of a boy born without arms in 1868. The company as it exists today takes inspiration from founder Aaron Smith, who taught himself to type with his toes,...
An Integrated Approach System
What’s the best quality system? How would you answer this question? How would your colleagues?...
Baldrige: It’s Easy, Free and It Works
While many people consider the Malcolm Baldrige National Quality Award criteria to be difficult, a harder task is learning how to manage opportunities for improvements instead of managing known strengths. While Baldrige may not have the answers, it...
Systems Thinking – An Uncommon Answer
Some of the common problems to be found in many business failures include too much focus on short-term gains, too much focus on quarterly profit statements, and a prevalence of long-term losses. One possible solution to these problems is systems...
Complexity Theory Simplifies Choices
Many business management and improvement methodologies provide finite structures for achieving success. Examples include the Malcolm Baldrige National Quality Award; the ISO 9001 standard; W. Edward Deming, who provided 14 points; and Six Sigma....
Quality Management Multiple Choice: What’s the best quality system?
Monitoring and recording the extent of transition experienced within a designated area assure Procedure ( general) Priority Reviewed Completed Record control Document control Internal audits Management review Corrective action Preventive action Monitorin...
QOS – A Simple Method for Big or Small
Although there are many quality initiatives in the marketplace, many of them involve a degree of hype. Ford Motor Company’s quality operating system (QOS) is recommended as one offering the most value for the money. A QOS assessment looks at...
ASQ's World Partners
One of ASQ's objectives is to become a global advocate for excellence and a provider of information and learning opportunities about quality. Having decided to take a more active role in collaborating with existing national quality associations, ASQ is...
Column: Standards Outlook: ISO 9000 and More
DVDs have become a very popular form of home entertainment. Movies released on DVD often feature bonus material and deleted scenes. Wouldn't it be nice if readers of print material could have this option from time to time!...
Create a Lean, Mean Machine
"Lean" has been defined as a systematic approach to identifying and eliminating waste through continuous improvement. Lean focuses on value added flow of resources from the customer’s point of view. To compete in today’s economy a company must...
A Quality Manual For the Transition and Beyond
However, QUALITY PROGRESS I MARCH 2003 I 29 Number Process title, ISO 9001: 2000 1994 1 Audit process Yes 2 Balanced scorecard No 3 Corrective and preventive action process Yes 4 Communication process No 5 Contract review process Yes 6 Customer property ...
Column: Standards Outlook: Continual Improvement Using ISO 9001
One of the key additions to ISO 9001:2000 is a subclause 8.5.1 requirement for continual improvement. This requirement is a definite advance over ISO 9001:1994...
Column: Standards Outlook: Quality Management System vs. Quality Improvement
What should we tell the CEO?
A column by James Harrington, a former company COO began, "All quality programs, whether TQM, Six Sigma or ISO 9000, require an organization to shift away from the status quo."
The article was about resistance to change, but the choice of words of a...
A Global Approach to ISO 9000
The implementation of quality management standards across multiple sites within an organization presents unique challenges. Johnson Controls' Government Systems and Services (GSS) changed its ISO 9000 approach and turned it into a model system for its...
Column: Career Corner: Add Value To Quality Audits
[Abstract from article]
Quality auditors should understand and align their reports with internal audit reports. Why? Our quality and ISO 9000 audits usually go no higher than a second level manager. Pre-Enron, 24% of internal audits went directly to...
Should You Transition to ISO 9001:2000?
With the deadline little more than a year away, indications are that fewer than 20 percent of organizations whose business and quality objectives include compliance to the ISO 9000 standards have made the transition. Six ISO 9000 experts present their...
Column: Emerging Sectors: Using ISO 9001 To Make Our Skies Safer
Transportation Security lab certifies explosive detection systems' test process
The Transportation Security Research, Engineering and Development Division (known as AAR-500), an organization within the Transportation Security Administration (TSA) of the U.S. Department of Transportation, recently achieved...
Column: World View: Hungary Adopts Quality Tools For Public Education
National government funds consultants, provides training and monitoring
The future position and role of Hungary in the new, continuously enlarging European community will depend to a significant degree on the quality of education in the former Soviet bloc country. Both the Hungarian Parliament and...
Column: Standards Outlook: ISO 9001:2000's Process Approach
A new concept or the same old stuff?
Questions and answers on the process approach of ISO...
Is Time Running Out for Quality?
Fifty years ago W. Edwards Deming and other researchers recognized the benefits that can be gained by applying scientific methods to production-oriented business systems. Their methodology is broadly referred to as total quality management (TQM). The...
Quality Glossary
A handy reference is provided of quality terms, acronyms, and key people in the history of quality. Information is derived from a variety of sources and compiled by the editorial staff of the American Society for...
Column: Standards Outlook: Add Value to ISO 9001:2000 Audits
The standard's revision provides the opportunity to help organizations improve the way they do business
Quality auditors have been criticized for not adding value to what they do for clients. The ISO 9001:2000 revision provides an opportunity to change...
Column: Emerging Sectors: ISO 9000:2000 Gives Competitive Edge
Security division of business services provider implements standards to get things right the first time
Wackenhut's security services division has taken the initial steps toward becoming ISO 9000:2000 certified. Along the way, the division derived an unanticipated benefit--boosted credibility in the internal competition for...
ISO 9000:2000 Experiences: First Results Are In
Results from a product support initiative (PSI) measuring the experiences of organizations using the ISO 9001:2000 quality management system standard will enable the International Organization for Standardization's Technical Committee 176 to determine...
Quality Makes the Grade
Quality Makes the GradeEducators at Northwest Technical College look to ISO 9001 for tools to improve workforce training systems
To assure services provided by CTS/ED are consistently high quality, we pioneered efforts to establish a quality system within the division. CTS/ED selected ISO 9001 as its quality system tool because the standard offers a systems approach in analyzing wo...
Destination: ISO 9001
When in 1999 Nebraska manufacturer Nucor Corporation announced that it would require each of its Vulcraft divisions to achieve ISO 9001 certification, the Norfolk Division had two paths from which to choose. They decided that rather than wait until the...
Column: Emerging Sectors: Quality Makes the Grade
Quality Makes the GradeEducators at Northwest Technical College look to ISO 9001 for tools to improve workforce training systems
Educators at Northwest Technical College look to ISO 9001 for tools to improve workforce training...
Markets Push Expansion of RAB Programs
The substantial changes in the 2000 revision of the ISO 9000 standards have triggered corresponding changes in industry-specific ISO 9000 standards, including those for environmental management systems. To meet this challenge, the Registration...
Column: Standards Outlook: Where Does Quality Begin?
It begins with the PDCA cycle and an understanding of variation--not with ISO 9001
A quality system is not a standard, but rather a Deming-style "system of profound knowledge," consisting of: Appreciation for a system; Knowledge about variation; Theory of knowledge; and Psychology. Problems show up in the "corrective and preventive...
Simplify Your Quality System
It is usual in the automotive industry for companies to coordinate their quality management standards to the QS-9000 manual, the automotive sector derivative of the ISO 9000 series. The organization of ISO 9000:2000 is different, however, and...
Balance Your Balanced Scorecard
O R G B A L A N C E Y O U R B A L A N C E D S C O R E C A R D What We Fear About Measures FIGURE 2 � May be used as weapons � May waste time � Are irrelevant � Are too difficult to create � Do not lead to improvement Good Measures Are FIGURE 3 � Aligned ...
Transition to ISO 9000:2000
Organizations can upgrade their ISO 9001:1994 certification to ISO 9001:2000 by using their existing quality management systems (QMS) instead of starting over with the revised standard's format. If the 1994 standard's terminology and format have met...
Column: World View: Quality Movement Continues Growth in Brazil
Future expansion expected in small organizations and nonindustrial sector
Since the 1980s, Brazil has gone through profound social, economic and political change. To meet product and service quality demands and to compete globally, both private and public sector Brazilian companies had to make quality a top priority. ISO 9000...
Column: Standards Outlook: Auditing ISO 9001:2000 For Control and Improvement
Use PDCA for control and ACDP for improvement
Understanding of control is central to successful implementation of almost all standards. In fact, a standard may be thought of as a collection of controls management must implement for systems such as safety, quality, environment and accounting. A...
ISO 9001 and 9004: A Framework for Disaster Preparedness
The terrorist attacks of September 11 forced many to examine their personal and professional preparedness for catastrophe. Those businesses that were able to pull their employees, equipment, and data together after the tragedies had highly...
Column: Standards Outlook: Automotive Quality Management System Evolves
ISO Technical Specification (TS) 16949, based on ISO 9000, is an international fundamental quality management system specification for the automotive industry. The author looks at the second edition's significant changes from...
Russia's Journey Toward Performance Excellence
Industrial enterprises move from traditional quality control to a focus on organizational planning, process improvement and customer satisfaction
This move shifts the focus from quality control and inspection to organizationwide quality planning and improvement of all processes rather than only those that affect product quality. Planning for quality control of products and production processes, inc...
The process approach to QMS in ISO 9001 and ISO 9004.
Revisions make the two standards more straightforward and applicable to all organizations
The process approach is therefore one of the strongest approaches for integrating management system standards because each process must be managed and improved simultaneously for all process performance measures. Once process improvement opportunities are...
Column: World View: Russia's Journey Toward Performance Excellence
Russian industrial enterprises move from traditional quality control to a focus on organizational planning, process improvement and customer satisfaction....
Column: Standards Outlook: The Process Approach to QMS In ISO 9001 and ISO 9004
This article is adapted from chapter two of the new Quality Press ASQ ISO 9000 Handbook edited by Charles A. Cianfrani, Joseph J. Tsiakals and John E. "Jack" West..] One of the most important aspects of the year 2000 revisions of ISO 9001 and ISO 9004...
Column: Emerging Sectors: ISO 9000 Without a Paper Manual
Engineering consulting firm becomes results driven using benchmarking, measurable results and customer feedback
When ISO 9000 was retooled, John Carey, the new president of AIG Consultants Inc. (AIGC), took this as a signal to implement his desire to to focus on quality and consistency of customer service as the driving force toward...
Column: Standards Outlook: ISO 9000:2000 Product Support Initiative
Effort to provide value to users grows out of standards validation work
When the International Organization for Standardization, known as ISO, Technical Committee (TC) 176 began the process of drafting revised editions of the ISO 9000 series in 1996, a significant goal was to verify and validate the drafts to ensure they...
Demystifying ISO 9001:2000 (Part 2)
Three sections of the new ISO 9001:2000 standard, not examined in Part I of this article, are reviewed. Section 6.1 covers provision of resources, section 6.3, infrastructure, and section 6.4, work environment. Section 6.1 requires an organization to...
Demystifying ISO 9001:2000
Part one of this two- part article focuses on clause 6.2 on human resources, which covers determining competency needs and evaluating actions ( including Q U A L I T Y P R O G R E S S I S E P T E M B E R 2 0 0 1 I 65 Demystifying ISO 9001: 2000 Expanded ...
Column: Career Corner: Learn Lean; Your career may depend on it
Greg Hutchins interviews Norman Bodek, who brought the concept of Lean Manufacturing (or Just In Time) from Japan to the United States....
Column: Standards Outlook: From Deming to ISO 9000:2000
Lip service isn't enough; management must understand and carry out its obligations to achieve sustainability and growth
For quality programs to be successful, management must take an active role in their implementation. Plenty of guidelines are available in the work of quality leaders such as W. Edwards Deming and in more recently developed standards and programs such...
The Road to TL 9000: From the Bell Breakup to Today
Q U A L I T Y P R O G R E S S I J U N E 2 0 0 1 I 33 The Road to TL 9000: From the Bell Breakup to Today The development of TL 9000 caused a revolution in the telecommunications supplier industry by Eugene E. Hutchison INCE THE 1984 BREAKUP AND REORganiz...
How To Make Surveys Simpler and More Focused
How To Make Surveys Simpler and More Focused Apply multivariate statistical procedures by Larry R. Vinson C U S T O M E R S A T I S F A C T I O N 58 I Q U A L I T Y P R O G R E S S I M A Y 2 0 0 1 RGANIZATIONS ARE BECOMING increasingly focused on listeni...
Column: Standards Outlook: Implementing ISO 9001:2000
Early feedback indicates six areas of challenge
Each of the roundtable groups at seminars conducted this year were asked to identify challenges and solutions related to implementing the new ISO 9001. It is not surprising that some of the things people really like about the new...
How To Find the Correct Balance Between Standardization and Differentiation
No generalized quality model can fit all organizational needs
I believe, in fact, that for these standards, even more than for product standards, a correct balance between standardization and differentiation is important for the benefit of the free market. Success led ISO 9000 to break down the barriers separating c...
ISO 9001 and Regulatory Compliance In the Medical Device Industry
Lack of attention to quality systems can result in hefty fines, indirect costs
The importance of ISO 9000 The entire scope of ISO 9001:2000 covers the necessity for top management to set up and see that quality management systems are followed to ensure safe product and compliance with requirements and specifications. This committee ...
Column: Standards Outlook: ISO 9001 and Regulatory Compliance In the Medical Device Industry
Lack of attention to quality systems can result in hefty fines and indirect costs for federally-regulated industries such as the medical devices industry. Regulatory considerations are identified under the ISO 9001:2000 clauses for scope and management...
Column: World View: How to find the correct balance between standardization and differentiation.
For system and management standards such as the ISO 9000 series, even more than for product standards, a correct balance between standardization and differentiation is important for the benefit of the free market. The value added by having a standard -...
The challenges of auditing TL 9000 requirements.
New interpretations, lack of objective evidence can cause difficulties
Adding requirements related to metrics, including defining targets, tracking data, reporting data to a central database and using data to foster continual quality improvement. SANDFORD LIEBESMAN is ISO manager for corporate quality and customer satisfacti...
The State of Quality Auditing
Internal, quality, operational, safety, environmental, compliance, and customer-supplier audits will converge in the near future. In particular, the model is likely to be adopted by publicly held organizations. Because many concepts of internal control...
Finding the quality work you want on the Web.
In our last column, we discussed the three basic types of job sites--company sites, general job databases and job auction sites. Post your resume, respond to some ads and go through the job search process. Online job searching is not like traditional job ...
Industrywide Shakeout
Q U A L I T Y P R O G R E S S I J A N U A R Y 2 0 0 1 I 61 Industrywide Shakeout Big Three automakers tighten demands on suppliers, auditors and registrars by Bradley A. Pritts Jr. Suppliers with excellent performance histories have even found themselve...
Quality Professionals Around the World Share Similar Concerns, Experiences
The International Chapter of ASQ has grown from about 25 members in 1956 to more than 5,000 members in about 90 countries by 2000. Quality professionals worldwide want to hold on to a core set of principles, and similar challenges face the quality...
Quality health care--a path forward.
ASQ Division, AIAG and accreditation bodies develop guidance document based on ISO 9004
This document is the result of intensified efforts this year by the ASQ Health Care Division, more than 2,000 health care practitioners and the Automotive Industry Action Group (AIAG), including GM, Ford, DaimlerChrysler and the United Auto Workers, with ...
Failed Software Projects? Not anymore
A software company adopts ISO 9001 to eliminate costly errors
CTG's management system addresses these requirements for each functional area that has a potential impact on the quality of service: strategic planning, marketing, sales, service development, delivery, recruiting, people development and support services. ...
Checklists - A Perfect Tool to Tune Up Your Quality Manual
It is common in writing quality manuals that some requirements of some standards are forgotten and fail to be addressed. While the creation of a quality manual appears to be a simple matter of documenting a firm's commitment to a particular standard,...
ISO 9000:2000 Revision Process Reaches Final Draft Stage
Last stage before final approval
The Draft International Standards (DIS) of ISO 9000:2000, ISO 9001:2000 and ISO 9004:2000 were submitted for international ballot from November 1999 to May 2000. * ISO 9000:2000, Quality management systems--Fundamentals and vocabulary is a normative refer...
Integrating ISO 9001:2000 and the Baldrige Criteria
No single quality system, criterion, or philosophy will provide the solution to an organization's quality problems. A sound quality program can be implemented by an organization using ISO 9001:2000, the Baldrige Award and its criteria, and total...
ISO 9000:2000 will create challenges, require new competencies
All About Auditing
Third-party environmental and quality system auditors will be interested in the new (still in development) system audit standard. Since the new ISO 9001 standard contains many of these not-so-easy-to-audit requirements, an agreement was reached that requi...
Quality Management Principles and the ISO 9000:2000 Revisions
* With the development of a basic quality management system, the organization moves to integrate the processes for creating the product or service with those processes that verify that the product or service meets customer needs. * With the development of...
Management System Standards Poised for Momentum Boost
Growth in the standards industry is driven by: the ISO 9000 revision; proliferation of sector specific standards; the importance of environmental management; and the future of health and safety management standards. ISO 9000:2000 will be completed...
A Breeze or a Breakthrough? Conforming to ISO 9000:2000
Important changes in ISO/DIS (Draft International Standard) 9001:2000, when compared with ISO 9001:1994 include the following. The DIS has adopted a process approach to the quality management system, and it has transformed the familiar twenty elements...
Column: Standards Outlook: Quality Management Principles
[Abstract from Article]
Last month we discussed the first four of eight fundamental quality principles identified by ISO Technical Committee (TC) 176 as the basis for the ISO 9000:2000 revisions. This month we continue with principles five through...
Quality Management Principles: Foundation of ISO 9000:2000 Family
Practical application came first
This article describes the relationship of the first four quality management principles to the requirements document (ISO 9001:2000) and to the guidelines of ISO 9004:2000. Organizations depend on their customers and therefore should understand current an...
A context for ISO 9001 and ISO 9004.
The Big Picture
* ISO 9001 quality management systems (including ISO 9002 and ISO 9003), which focus on process management. ISO 9000 in the listing of criticisms refers collectively to the requirement standards ISO 9001:1994, ISO 9002:1994 and ISO 9003:1994. ISO 9001 thr...
Column: Standards Outlook: The Big Picture: A Context for ISO 9001 and ISO 9004
[Abstract from article]
This is part four of a series of articles on the year 2000 revision of the ISO 9000 series. The first three articles explained changes in requirements, format, presentation, and terminology and in the processes and approaches...
Column: Standards Outlook: The Art of Creating a Standard
It's easier to be a critic than a playwright
Understanding this process of consensus building may help Quality Progress readers better understand the content of the updated ISO 9001:2000 and ISO 9004:2000 quality management system standards. The ISO Technical Committee (TC) called ISO/TC 176/Sub-Com...
ISO 9000:2000--requirement changes
A Shift in Focus
The focus of ISO 9001 has been shifted to one of explicitly understanding and satisfying customer requirements, needs and wants rather than merely satisfying the customer's stated requirements. With ISO 9000:2000, there will be no ISO 9002 or ISO 9003. JO...
Column: Standards Outlook: ISO 9000:2000: A Shift in Focus
[Abstract from article]
This is part two of a series of articles explaining the latest version (Committee Draft 2) of ISO...
