The Breakthrough of ISO-9000 for Services


Highet, Danuta; Pauley, Tom   (1999, ASQ)   FOQUS, Inc.; GMAC RE Corporation

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18804    September 1999    pp. 1-20
List $10.00
Member $5.00

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Article Abstract

[PowerPoint presentation slides only.]

Service companies continue to be largely uninvolved in ISO 9000 standards implementation. To a certain extent, every company has its own quality management system, generally heavily dependent on employee turnover. Further, most systems are defined by a department, and interdepartmental relations are weak. ISO 9000 applies to any organization and all product categories, specifying only the critical elements for a quality system without stating how requirements should be implemented. It does not replace product, safety, or regulatory requirements. The twenty elements represent a cycle of quality planning, defining and documenting quality systems, operating, and monitoring and feedback. Companies seeking ISO 9000 registration should have a high level of management commitment and training, commitment of resources to establish new responsibilities, an consultant having experience with similar clients, and training for employees on process and system analysis. The experience of GMAC RE is presented.


ISO 9000,Quality management system registration,Quality plan,Start up process(es),Service sector,Standards and specifications,Quality system

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