ISO 9000 Quality Systems Handbook

Since publication of the fourth edition in 2000, David Hoyle has collected the experiences of organizations, quality managers and auditors who have actually worked with the 2000 version of the ISO 9000 family of standards, and these are now presented in this new edition of the leading quality management systems guide.

Table of Contents:
Preface to the 5th edition Chapter 1 Basic concepts Introduction Principles or prescription Needs, requirements and expectations Quality The interested parties or stakeholders The characteristics of quality Achieving sustaining and improving quality Summary Basic concepts - Food for thought Chapter 2 Perceptions of ISO 9000 and its derivatives Introduction How we think about certification How ISO 9000 made us think about quality How we think about reviews, inspections and audits Is ISO 9000:2000 any different? Misconceptions about the ISO 9000 family Summary Perceptions of ISO 9000 and its derivatives - Food for thought Chapter 3 Role, origins and application of ISO 9000 Why was ISO 9000 created? What does ISO 9000 apply to? Why would we need to use these standards? Origin of ISO 9000 Using the ISO 9000 family of standards Exclusions Certification to ISO 90001:2000 ISO 9000 derivatives Comparisons with other models Summary Role, origins and application - Food for thought Chapter 4 Quality management system Summary of requirements Establishing a quality management system Identifying processes Sequence and interaction of processes Criteria and methods for effective operation and control Documenting a quality management system Documented procedures Documents that ensure effective planning, operation and control of processes Implementing a quality management system Managing processes Ensuring information availability Ensuring the availability of resources Measuring, monitoring and analysing processes Maintaining a quality management system Continual improvement in the quality management system and its processes Outsourcing Preparing the quality manual Control of documents Control of records Summary Quality Management System Requirements Checklist Quality Management System - Food for Thought Chapter 5 Management responsibility Summary of requirements Management commitment Customer focus Quality Policy Quality objectives Quality management system planning Responsibility and authority Management Representative Internal communication Management Review Summary Management Responsibility Requirement Checklist Management Responsibility - Food for thought Chapter 6 Resource management Summary of requirements Determining resources Providing resources Competence of personnel Training awareness and competence Infrastructure Work environment Summary Resource management requirements summary Resource management - Food for thought Chapter 7 Product realization Summary of requirements Planning product realization processes Customer-related processes Design and development Purchasing Production and service provision Control of measuring and monitoring devices Summary Product realization requirements checklist Product realization - Food for thought Chapter 8 Measurement, analysis and improvement Summary of requirements Monitoring, measurement, analysis and improvement processes Customer satisfaction Internal audit Measurement and monitoring of processes Measurement and monitoring of product Control of nonconforming product Analysis of data Improvement Summary Measurement, analysis and improvement requirements checklist Measurement, analysis and improvement - food for thought Appendix A ~ Glossary Appendix B ~ Related web sites Appendix C ~ Bibliography

Review :
'..the definitive text on how to implement a quality management system 'the right way'...written in plain English...a great read' Momentum Magazine, 2002 'With its emphasis throughout on process improvement, the book is a must for anyone in the business of implementing or interpreting ISO 9001:2000 and, more importantly, looking to gain added value and enhanced organisational performance from it' Quality World, 2002