Everand Logo

Welcome to Everand!

  • Discover millions of ebooks, audiobooks, and so much more with a free trial

    Only $11.99/month after trial. Cancel anytime.

    Cracking the Case of ISO 9001:2015 for Service: A Simple Guide to Implementing Quality Management in Service Organizations
    Cracking the Case of ISO 9001:2015 for Service: A Simple Guide to Implementing Quality Management in Service Organizations
    Cracking the Case of ISO 9001:2015 for Service: A Simple Guide to Implementing Quality Management in Service Organizations
    Ebook413 pages1 hour

    Cracking the Case of ISO 9001:2015 for Service: A Simple Guide to Implementing Quality Management in Service Organizations

    By Charles A. Cianfrani and John (Jack) E. West

    ()

    Read preview

    About this ebook

    This guide is intended to help everyone in a service organization participate in creating and sustaining a foundation of integrity, meet requirements and customer expectations, and support robust processes, to the advantage of everyone in the organization and to each of its customers.

    It provides a simplified explanation of the clauses of ISO 9001:2015, including:
    What’s required
    Why to do it
    Implementation tips
    Questions to ask to assess conformity

    Also included is a chapter that answers the question “Why do ISO 9001:2015?” and a chapter that summarizes the key differences with past editions of ISO 9001.

    To assist the user in implementation of QMS processes, this guide also includes a chapter that describes 12 quality tools. For each tool, the authors describe (1) what it is, (2) where it’s used, (3) how it’s done, and (4) cautions to be considered when using the tool.

    The contents of this book can help organizations save time in achieving compliance with the ISO 9001 requirements and also facilitate effective implementation. This has the potential to lower internal costs and to improve customer satisfaction.
    LanguageEnglish
    PublisherASQ Quality Press
    Release dateSep 17, 2015
    ISBN9780873892001
    Cracking the Case of ISO 9001:2015 for Service: A Simple Guide to Implementing Quality Management in Service Organizations

    Read more from Charles A. Cianfrani

    Related to Cracking the Case of ISO 9001:2015 for Service

    Related ebooks

    Business For You

    View More
    View More

    Related podcast episodes

    Related articles

    • Article

      A Commitment To Best Practice

      Feb 10, 2020

      Few retailers or brand owners will consider doing business with a supplier that does not have certification to a global standard. Certification helps a business improve its product, management systems, quality control and overall competitiveness. The

      2 min read

    • Article

      Kim Adams

      Feb 9, 2023

      Got a query? products@autoexpress.co.uk HOW TO Understand our tests OVER the next few pages you will see several star ratings. There are even more across the Auto Express website, where we have a huge archive of product tests going back more than a d

      1 min read

    • Article

      3 Ways to Increase the Enterprise Value of Your Family Business

      Aug 31, 2022

      Many entrepreneurs focus on revenue, innovation and people to lead their enterprise forward in the future – but business tends to get in the way.  Finding, recruiting and hiring talent, maintaining relationships with key customers and vendors, dealin

      3 min read

    • Article

      Know Before Your Inspection

      Jun 22, 2020

      Know Before Your Inspection
      2 min read

    • Article

      The Way of The Unicorn: From Start-Up to Scale-Up

      May 1, 2022

      THERE CAN BE NO DOUBT WE LIVE IN INTERESTING TIMES. For those who aren’t familiar with the term, ‘unicorns’ are privately held start-up companies with a value of over $1 billion. And despite the global pandemic, last year we saw more companies reach

      6 min read

    • Article

      Customer-centric From Its Core

      Sep 16, 2018

      What’s been the biggest change you have seen in your career? I think one of the biggest things I am seeing recently is data becoming more and more important in how businesses operate and how they deliver customer experiences. Even a few years ago whe

      2 min read

    • Article

      Choosing a GOOD GARAGE

      Oct 15, 2020

      Choosing a GOOD GARAGE
      4 min read

    • Article

      Chronicles Of A Waste Engineer

      Apr 20, 2022

      Chronicles Of A Waste Engineer
      5 min read

    • Article

      OMB Proposes Science-Based Guidance for Modernizing Regulatory Review

      Jun 2, 2023

      Update: The OMB has extended the comment deadline for Circular A-4 to June 20. In April, President Biden issued an Executive Order on Modernizing Regulatory Review with some critical steps to help update and improve guidance for agency rulemaking pro

      3 min read

    • Article

      Making CEDIA Certifications Mean More

      Jun 12, 2020

      As the new CEDIA website was being updated – including the new CEDIA Academy education platform – another project has been progressing: the revamping of CEDIA Certification. With the assistance of the CEDIA Certification Commission and the Technician

      2 min read

    • Article

      Change Sustainability Your ROI Health Check

      Mar 28, 2019

      Change sustainability programs are as unique as each of the workplace projects themselves. They can be developed either to dovetail into the end of a change program where businessas-usual kicks in, or they can be integrated into a prototype rotation

      5 min read

    Related categories

    Reviews for Cracking the Case of ISO 9001:2015 for Service

    0 ratings

    0 ratings0 reviews

    What did you think?

    Tap to rate

    Review must be at least 10 words

      Book preview

      Cracking the Case of ISO 9001:2015 for Service - Charles A. Cianfrani

      Cracking the Case of ISO 9001:2015 for Service

      Also available from ASQ Quality Press:

      Cracking the Case of ISO 9001:2015 for Manufacturing, Third Edition

      Charles A. Cianfrani and John E. Jack West

      ISO 9001:2015 Explained, Fourth Edition

      Charles A. Cianfrani, John E. Jack West, and Joseph Tsiakals

      The ISO 9001:2015 Implementation Handbook: Using the Process Approach to Build a Quality Management System

      Milton P. Dentch

      ISO Lesson Guide 2015: Pocket Guide to ISO 9001:2015, Fourth Edition

      J.P. Russell

      How to Audit ISO 9001:2015: A Handbook for Auditors

      Chad Kymal

      The Art of Integrating Strategic Planning, Process Metrics, Risk Mitigation, and Auditing

      J. B. Smith

      How to Establish a Document Control System for Compliance with ISO 9001:2015, ISO 13485:2016, and FDA Requirements: A Comprehensive Guide to Designing a Process-Based Document Control System

      Stephanie L. Skipper

      ISO 9001:2015 Internal Audits Made Easy, Fourth Edition

      Ann W. Phillips

      ISO 9001:2015 for Small and Medium-Sized Businesses, Third Edition

      Denise Robitaille

      The Quality Toolbox, Second Edition

      Nancy R. Tague

      Root Cause Analysis: Simplified Tools and Techniques, Second Edition

      Bjørn Andersen and Tom Fagerhaug

      The ASQ Auditing Handbook, Fourth Edition

      J.P. Russell, editor

      To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our website at http://www.asq.org/quality-press.

      Cracking the Case of ISO 9001:2015 for Service

      A Simple Guide to Implementing Quality Management in Service Organizations

      Third Edition

      Charles A. Cianfrani and John E. (Jack) West

      ASQ Quality Press

      Milwaukee, Wisconsin

      American Society for Quality, Quality Press, Milwaukee 53203

      © 2017 by ASQ

      Library of Congress Cataloging-in-Publication Data

      Names: Cianfrani, Charles A., author. | West, John E., 1944- author.

      Title: Cracking the case of ISO 9001:2015 for service : a simple guide to

      implementing quality management in service organizations / Charles A.

      Cianfrani and John E. (Jack) West.

      Description: Third edition. | Milwaukee, Wisconsin : ASQ Quality Press, 2016.

      | Based on material originally published under title: Cracking the case of

      ISO 9001:2000 for service. | Includes index.

      Identifiers: LCCN 2016034070 | ISBN 9780873899086 (soft cover : alk. paper)

      Subjects: LCSH: Quality control—Standards. | ISO 9001 Standard. | Service

      industries—Quality control.

      Classification: LCC TS156 .C73 2016 | DDC 658.5/620218—dc23

      LC record available at https://lccn.loc.gov/2016034070

      ISBN: 978-0-87389-908-6

      No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

      Publisher: Seiche Sanders

      Acquisitions Editor: Matt T. Meinholz

      Managing Editor: Paul Daniel O’Mara

      Production Administrator: Randall Benson

      ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange.

      Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, video, audio, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 53201-3005.

      To place orders or to request ASQ membership information, call 800-248-1946. Visit our website at http://www.asq.org/quality-press.

      Table of Contents

      Cracking the Case of ISO 9001:2015 for Service

      List of Figures and Tables

      Chapter 1: Why Do ISO 9001:2015?

      Chapter 2: Key Differences with Past ISO 9001 Editions

      Chapter 3: Principles and Key Concepts

      Quality Management Principles

      Customers—Customer Focus and Measuring Satisfaction

      Process Approach—Activities, Process Management, and the Systems Approach to Management

      Alignment—Quality Objectives, Process Measurement, and Communications

      Continual Improvement

      Process Control to Facilitate Learning, Innovation, and Improvement

      Leadership and Involvement at All Levels

      Vision and Mission

      Chapter 4: What Are the ISO 9001:2015 Requirements and How Do We Comply?

      Introduction

      Clause 1 Scope

      Clause 2 Normative References

      Clause 3 Terms and Definitions

      Clause 4 Context of the organization

      Clause 4.1 Understanding the organization and its context

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 4.2 Understanding the needs and expectations of interested parties

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 4.3 Determining the scope of the quality management system

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 4.4 Quality management system and its processes

      What Is the Requirement?

      Why Do It?

      Implementation tips

      Questions to Ask to Assess Conformity

      Clause 5 Leadership

      Clause 5.1 Leadership and commitment

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 5.2 Policy

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 5.3 Organizational roles, responsibilities and authorities

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 6 Planning

      Clause 6.1 Actions to address risks and opportunities

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      clause 6.2 Quality objectives and planning to achieve them

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 6.3 Planning of changes

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 7 Support

      Clause 7.1 Resources

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 7.2 Competence

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 7.3 Awareness

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 7.4 Communication

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 7.5 Documented information

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8 Operation

      Clause 8.1 Operational planning and control

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.2 Requirements for products and services

      Clause 8.2.1 Customer communication

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.2.2 Determining the requirements for products and services

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.2.3 Review of the requirements for products and services

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.2.4 Changes to requirements for products and services

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      clause 8.3 Design and development of products and services

      clause 8.3.1 General

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.3.2 Design and development planning

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.3.3 Design and development inputs

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.3.4 Design and development controls

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      clause 8.3.5 Design and development outputs

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.3.6 Design and development changes

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      clause 8.4 Control of externally provided processes, products and services

      clause 8.4.1 General

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.4.2 Type and extent of control

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.4.3 Information for external providers

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.5 Production and service provision

      clause 8.5.1 Control of production and service provision

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.5.2 Identification and traceability

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.5.3 Property belonging to customers or external providers

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.5.4 Preservation

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.5.5 Post-delivery activities

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      clause 8.5.6 Control of changes

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.6 Release of products and services

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 8.7 Control of nonconforming outputs

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 9 Performance evaluation

      clause 9.1 Monitoring, measurement, analysis and evaluation

      clause 9.1.1 General

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 9.1.2 Customer satisfaction

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      clause 9.1.3 Analysis and evaluation

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 9.2 Internal audit

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      clause 9.3 Management review

      clause 9.3.1 General

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 9.3.2 Management review inputs

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Clause 9.3.3 Management review outputs

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      clause 10 Improvement

      clause 10.1 General

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Clause 10.2 Nonconformity and corrective action

      Clause 10.2.1 (Untitled clause)

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Clause 10.2.2 (Untitled Clause)

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Clause 10.3 Continual Improvement

      What Is the Requirement?

      Why Do It?

      Implementation Tips

      Questions to Ask to Assess Conformity

      Annex A (Informative) Clarification of new structure, terminology and concepts

      A.1 Structure and terminology

      A.2 Products and services

      A.3 Understanding the needs and expectations of interested parties

      A.4 Risk-based thinking

      A.5 Applicability

      A.6 Documented information

      A.7 Organizational knowledge

      A.8 Control of externally provided processes, products and services

      Annex B (informative) Other International Standards on quality management and quality management systems developed by ISO/TC 176

      Enjoying the preview?
      Page 1 of 1