Understanding and Implementing ISO 9000 and Other ISO Standards

by Goetsch, David L.; Davis, Stanley

• ISBN13: 9780130411068
• ISBN10: 013041106X
• Edition: 2nd
• Format: Paperback
• Copyright: 2001-09-14
• Publisher: Pearson

Summary

As organizations that compete in the global marketplace seek to achieve peak performance, worldclass quality, and personnel improvement, interest in ISO 9000 certification has gained worldwide momentum. This practical resource and guide uses a step-by-step model to understanding the ISO 9000-2000 series of standards and explains how to use them in an organization.Provides a detailed summary of similarities and differences between the earlier version and ISO 9000-2000. Features ISO INFO boxes throughout that show how material being discussed applies to an actual work setting. Offers a Serialized Case Study after every chapter that applies the information from a given chapter to how it was used in a real setting in which ISO 9000 registration was pursued; the story unfolds with each new chapter showing the problems, strategies, mistakes, and achievements of a company going through the registration process.Ideal as a step-by-step, how-to guide for use in organizations that are interested in ISO 9000 registration.

Author Biography

David L. Goetsch is provost of the joint campus of the University of West Florida and Okaloosa-Walton Community College in Fort Walton Beach, Florida. He also administers Florida's Center for Manufacturing Competitiveness that is located on the campus, and is president of the Institute for Corporate Competitiveness, a private company. Dr. Goetsch is cofounder of The Quality Institute, a partnership of the University of West Florida, Okaloosa-Walton Community College, and the Okaloosa Economic Development Council. He currently serves on the executive board of the Institute.

Stanley B. Davis was a manufacturing executive with Harris Corporation until his retirement in 1992. He was founding managing director of The Quality Institute and is a well-known expert in the areas of implementing Total Quality Management, statistical process control, just-in-time manufacturing, benchmarking, quality management systems, and environmental management systems. He currently serves as Professor of Quality at the Institute, and heads his own consulting firm, Stan Davis Consulting, which is dedicated to assisting private industry and public organizations throughout North America achieve world-class performance and competitiveness.

Table of Contents

1. Background of ISO 9000:2000 and Why It Exists.

Standards and Standardization. International Organization for Standardization. Evolution of ISO 9000. Objective of ISO 9000. Scope of ISO 9000. Applicability of ISO 9000. Rationale for ISO 9000 Certification.

2. The Service Sector and ISO 9000.

Application of ISO 9000 to the Service Sector. Definition of “Service.” Clarifying the ISO Language for the Service Sector. Examples of Service-Providing Organizations. Service Customers: External and Internal. Relationship of “Service” to “Product.” Relationship of Processes to Services. Quality Characteristics of Services. Inspecting Services. Documentation Requirements for Service Providers. Which Clauses Apply to Service Providers?

3. Decoding ISO 9000:2000

Component Parts of ISO 9000 and Their Relationships. Language of ISO 9000. Legal Considerations and Requirements.

4. Requirements of ISO 9000.

Philosophical Approach of the 2000 Release of ISO 9000. New Requirements in ISO 9000. ISO 9001 Structure. Requirements of ISO 9001:2000.

5. The Quality Management System (QMS).

Definition—What Is a Quality Management System? Quality Management System References in ISO 9000. Management Responsibility. Elements of a Quality Management System: Developing the QMS. Quality Management System Structure. Continual Improvement as a Part of the Quality Management System. Documenting the Quality Management System. Verifying the Integrity of the Quality Management System. Review and Evaluation of the Quality Management System.

6. QMS Documentation.

Documentation: Definition. ISO 9000 Documentation Requirements. Documentation Format Requirements. Reformatting Preexisting Documentation. Combining Required Documentation. Cross-Referencing Required Documentation. Structure of the Documentation System. Electronic Documentation.

7. Registration and the Audit Process.

The Registration Process. Selecting a Registrar. QMS Audit—Definition. The Auditors. Types of QMS Audits. Objectives of QMS Audits. Audit Scope. Audit Process. Follow-up Activities.

8. Continual Improvement.

Improvement versus Maintenance—A Definition. Continual Improvement from the Perspective of the Customer. Continual Improvement from the Perspective of the Organization. Continual Improvement Requirements of ISO 9000. Use of Statistical Techniques in Continual Improvement. What World-Class Organizations Do.

9. Implementing ISO 9000: The Steps to Registration.

Organizational Decision to Implement ISO 9000. Common Registration Problems. Minimizing Registration Costs. Fifteen Steps to Registration. Follow-Up to Registration.

10. ISO 9000 As a Stepping Stone to Total Quality Management—The Relationship.

Comparative Scope of ISO 9000 and Total Quality Management (TQM). Origins of ISO 9000 and TQM. Aims of ISO 9000 and TQM. Management Motivation for ISO 9000 and TQM. Compatibility between ISO 9000 and TQM.

11. Other ISO Standards, Issues, and Developments.

ISO 14000. Industry-Specific ISO 9000-Based Standards. Anticipated Issues and Developments.

Appendix A: Major Differences between the 1994 and 2000 Versions of ISO 9000.
Appendix B: ISO Member Bodies.
Appendix C: TC 176 Membership.
Appendix D: Relationship between ISO 9000 and ISO 14000.
Appendix E: ISO 9000 Checklist.
Index.

Excerpts

In December, 2000, ISO released the new version of ISO 9000. Its departure from the earlier version is dramatic, especially in its adoption of the eight quality management principles (see Chapter One) and emphasis on customer satisfaction and continual improvement. All of these are part of the fundamental philosophy of Total Quality Management (TQM) too long ignored bra ISO 9000. Even though these changes dictated that virtually everything in the original book be replaced bra totally new material for this second edition, the authors are in complete accord with ISO's move toward TQM. We salute the members of TC 176, the committee that has brought a remarkable new ISO 9000 to organizations around the world. WHY WAS THIS BOOK WRITTEN AND FOR WHOM?Understanding and Implementing ISO 9000:2000was written in response to the need for a practical teaching resource and a how-to guide that would provide a step-by-step model for understanding the year 2000 version of the ISO 9000 standard and its supporting documents, and for implementation and registration to the standard.It is the authors' intent in the writing of this book that it might serve a triple role. First, it is intended to be a primary text in courses based on ISO 9000, the international standard for quality management systems, and a supplemental text in courses dealing with management, industrial management, and total quality management. Second, for private and public sector organizations, the book was designed to be a practical hands-on manual for implementing a quality management system conforming to ISO 9000, and doing so at an affordable cost. Third, the book is intended for organizations in the private and public sectors that are currently registered to the 1994 version of ISO 9000, to guide them through the preparations necessary to retain registration under the far different 2000 version.Since its first release in 1987, more than 350,000 organizations worldwide have registered under the ISO 9000 International Standard for Quality Management Systems, with tens of thousands more registering each year. ISO 9000 has truly become a force in the world's markets for products and services. The latest version of the standard was released at the end of 2000, and has dramatically raised the quality management system bar for excellence. ISO 9000:2000 has all but eliminated the gap with Total Quality Management, and can now present the opportunity for registered organizations to offer customers consistently high quality products and services while becoming more competitive. These benefits, however, will not come without considerable additional effort on the part of organizations, whether currently registered to ISO 9000:1994 or not yet registered.Understanding and Implementing ISO 9000:2000shows all organizations what they must do to achieve conformance to the new standard, and helps prepare students for effective roles in private or public sector organizations. ORGANIZATION OF THIS BOOKThis book begins with a comprehensive background on the purpose of standardization, the International Organization for Standardization, and the ISO 9000 standard and why it came into being. Chapter 2 discusses ISO 9000's value and applicability to the service sector, something too long ignored. Chapter 3 leads the reader through the component parts of ISO 9000:2000 and their relationships with each other and with its environmental management system counterpart, ISO 14000, and provides clarification for the sometimes confusing language of the standard. Chapter 4 establishes and explains all of the requirements of the standard in a way that is easily understood. Chapter 5 defines, and develops an understanding of the concept of a quality management system (QMS), its elements, structure, and supporting activities. Chapter 6 clearly defines the documentation and documentation system required, and elabora