Sample Quality Manual (Service) - pdf

Case Study

- June 2010


The example quality manual (QM) is designed for a service-providing organization that wishes to demonstrate conformance to the requirements of ANSI/ISO/ASQ Q9001-2008 American National Standard: Quality management systems — Requirements. The example manual also demonstrates that a single manual can be used to show conformance or compliance to a number of additional requirements, such as government regulations. There is no need to have a separate QM for each, but it is advisable to have a matrix showing how the QM addresses each set of requirements. In this case, the example QM is for an imaginary US airline, so certain items of the Federal Aviation Regulations are addressed. Examples of other different areas that could be addressed in a QM include health and safety, environmental concerns, financial accounting, corporate ethics, major customer requirements, and more. The idea is that the “quality manual” should not be a static document seen only by the “quality” department – it should be a dynamic business operating manual that describes “how we do business” everywhere in your organization.

The company and location described are completely fictitious, as is the organization of the fictitious company.

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Keywords: quality manual

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See more discussion of this sample manual, including views on whether starting with a "cookie cutter" example is useful:
Need to create a quality manual?

--ASQ staff, 03-10-2011

I was interested to see your example of a Quality Manual for the Service industry - but boy was I disappointed:
1. There is no longer such a thing as "Quality records" - that went out when ISO 9001:2000 replaced the 1994 standard. We now talk about RECORDS.
2. Clause 7.6 changed in 9001:2008 from "devices" to "equipment."
3. It is very much the old way of creating manuals and discouraged by ISO advice sources.
4. I could not contact the author as their website has not been updated since July 2009 and their comments block does not work.
In my training courses on ISO 9001 I warn my delegates about consultants like these - dinosaurs who could not move fully away from the 1987 and 1994 editions. I am just shocked that the ASQ did not check this 'product' that they freely gave to their trusting members.
David J Stables
M Tech: Quality
Country Rep to TC 176 WG16 on ISO 19011.
--david Stables, 03-10-2011


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