Handbook
Track updates
HB 90.2-2000
[Current]The Service Industry Handbook Guide to ISO 9001:2000
This Handbook is written about the way a service industry operates. It provides a competency-based approach to service development and delivery that recognizes that both the point of contact with the customer is critical, and back-of-house activities are needed to deliver the service to achieve customer satisfaction. It will provide both a sound approach to ISO 9001: 2000 for service industries, and a better understanding of the benefits that service organizations implementing the Standard can achieve.
Published: 15/12/2000
Pages: 164
Table of contents
Cited references
Content history
Table of contents
Header
About this publication
FOREWORD
PART ONE GETTING STARTED
1 Introduction—Getting started
1.1 Characteristics of the service industry
1.2 What is competence?
1.3 Competency based approach to quality management systems
1.4 Implementing a competency approach
1.5 A model to help explain the standard
1.6 Relationship with ISO 9004
1.7 Compatibility with other management systems
1.8 General documentation requirements
1.9 Summary
PART TWO CUSTOMER CONTACT
2 ‘Front of house’ customer contact activities
2.1 Understanding your customers
2.2 Customer requirements
2.3 Focusing on customer satisfaction
2.4 Summary
3 Communicating with your customers
3.1 The way you communicate with your customers
3.2 Dealing with customer complaints
3.3 Types of service delivery
3.4 Summary
4 Fulfilment of orders
4.1 How do you capture what each customer requires?
4.2 Checking that you can meet customer needs and expectations
4.3 Transferring requirements to back of house
4.4 Service delivery
4.5 Post-delivery services
4.6 Moments of truth
4.7 Service records
4.8 Summary
PART THREE SUPPORTING MANAGEMENT STRUCTURE
5 Management responsibility and support
5.1 What management has to do
5.2 Management commitment
5.3 Mission, vision and values
5.4 The need for a quality policy
5.5 Code of ethics
5.6 Objectives
5.7 Establishing a quality management system to meet the objectives
5.8 Quality Manual
5.9 Documenting the rest of your quality management system
5.10 Document Control
5.11 Good record keeping
5.12 Summary
6 Planning and resources
6.1 Planning
6.2 Resources
6.3 People, training and competence
6.4 Organization and interrelationships
6.5 Responsibilities and authorities
6.6 Summary
7 Process monitoring, validation and control
7.1 Understanding your processes
7.2 Control of your processes
7.3 Validation of processes
7.4 Summary
8 Continual improvement
8.1 Corrective and preventive action
8.2 Auditing
8.3 Management review
8.4 The importance of becoming better
8.5 Summary
PART FOUR SUPPORT PROCESSES
9 ‘Back of house’ support activities
9.1 Design and development
9.2 Planning
9.3 Inputs
9.4 Design
9.5 Outputs
9.6 Reviews
9.7 Managing changes
9.8 Summary
10 Product realization
10.1 Research and development
10.2 Purchasing
10.3 Preparation
10.4 Processing
10.5 Clearing up
10.6 Summary
11 Quality control
11.1 Checking/Testing/Verification/Validation
11.2 When things go wrong
11.3 Data analysis planning
11.4 Monitoring and measuring devices
11.5 Monitoring and measurement of processes
11.6 Monitoring and measurement of product and/or service
11.7 Gathering and evaluating data
11.8 Analysis of data
11.9 Summary
Further reading
Appendix A
A.1 Two approaches to quality management systems
A.2 Choosing a procedure style
A.3 Use of work instructions
A.4 The competency approach
A.5 Service industries
A.6 Competency based manufacturing
A.7 What is needed to achieve competent staff?
Appendix B
What has changed?
AS/NZS ISO 9001:2000 Quality management systems—Requirements
Foreword
Introduction
0.1 General
0.2 Process approach
0.3 Relationship with ISO 9004
0.4 Compatibility with other management systems
1 Scope
1.1 General
1.2 Application
2 Normative reference
3 Terms and definitions
4 Quality management system
4.1 General requirements
4.2 Documentation requirements
4.2.1 General
4.2.2 Quality manual
4.2.3 Control of documents
4.2.4 Control of records
5 Management responsibility
5.1 Management commitment
5.2 Customer Focus
5.3 Quality policy
5.4 Planning
5.4.1 Quality objectives
5.4.2 Quality management system planning
5.5 Responsibility, authority and communication
5.5.1 Responsibility and authority
5.5.2 Management representative
5.5.3 Internal communication
5.6 Management review
5.6.1 General
5.6.2 Review input
5.6.3 Review output
6 Resource management
6.1 Provision of resources
6.2 Human resources
6.2.1 General
6.2.2 Competence, awareness and training
6.3 Infrastructure
6.4 Work environment
7 Product realization
7.1 Planning of product realization
7.2 Customer-related processes
7.2.1 Determination of requirements related to the product
7.2.2 Review of requirements related to the product
7.2.3 Customer communication
7.3 Design and development
7.3.1 Design and development planning
7.3.2 Design and development inputs
7.3.3 Design and development outputs
7.3.4 Design and development review
7.3.5 Design and development verification
7.3.6 Design and development validation
7.3.7 Control of design and development changes
7.4 Purchasing
7.4.1 Purchasing process
7.4.2 Purchasing information
7.4.3 Verification of purchased product
7.5 Production and service provision
7.5.1 Control of production and service provision
7.5.2 Validation of processes for production and service provision
7.5.3 Identification and traceability
7.5.4 Customer property
7.5.5 Preservation of product
7.6 Control of monitoring and measuring devices
8 Measurement, analysis and improvement
8.1 General
8.2 Monitoring and measurement
8.2.1 Customer satisfaction
8.2.2 Internal audit
8.2.3 Monitoring and measurement of processes
8.2.4 Monitoring and measurement of product
8.3 Control of nonconforming product
8.4 Analysis of data
8.5 Improvement
8.5.1 Continual improvement
8.5.2 Corrective action
8.5.3 Preventive action
Annex B
Cited references in this standard
Content history
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