Cover image for The ASQ ISO 9000:2000 handbook
The ASQ ISO 9000:2000 handbook
Cianfrani, Charles A.
Publication Information:
Milwaukee, Wisc. : ASQ Quality Press, [2002]

Physical Description:
xxi, 913 pages : illustrations ; 26 cm + 1 CD-ROM (4 3/4 in.)
General Note:
Includes bibliographical references and index.
Format :


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TS156 .A79 2002 Book and Software Set Non-Fiction Area

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The quintessential guide to ISO 9000! Written by more than 30 experts in the field, The ASQ ISO 9000 Handbook is one of the most comprehensive resources for all your ISO 9000 questions. Featuring more than 60 chapters addressing nearly every aspect of the year 2000 revisions, this handbook provides valuable information to those seeking ISO 9000 compliance as well as those who are already registered. To help you achieve in-depth comprehension of the standards, all of the ANSI/ISO/ASQ Q9000-2000 Standards are included. In addition, an in-depth glossary provides thorough explanations of the terms, concepts, and management principles that are crucial to a complete understanding of an ISO 9000 quality management system. The ASQ ISO 9000:2000 Handbook does more than provide information for those seeking registration or compliance; it is also an excellent desk reference for those who want to expand their expertise on ISO 9000. from documenting your procedures to meeting customer needs, this book covers every ISO 9000-related topic. Written by a team of experts with years of experience in writing the standard, this book will be a great source of information for quality professionals, interested in this smart way of doing business.

Table of Contents

Frank M. GrynaJohn E. (Jack) West and Charles A. Cianfrani and Joseph J. TsiakalsWilliam F. Houser and Russ BloomJeff HooperKlaus PetrickJoseph J. TsiakalsJohn E. (Jack) WestJohn E. (Jack) WestJoseph J. TsiakalsCharles A. Cianfrani and John E. (Jack) West and Joseph R. DunbeckJ. P. RussellF. Craig JohnsonLawrence A. WilsonJohn E. (Jack) WestBlanton Godfrey and Joseph D. MooreYoshinori IizukaChris HakesJohn E. (Jack) WestJoseph J. TsiakalsNigel H. CroftKnud E. JensenFrank HoustonDiane M. BaguleyR. Dan ReidElio DiMaggio and Ennio NicolosoFrank HoustonDiane M. BaguleyDan HarperHarrison WadsworthDavid M. Saunders and Charles A. Cianfrani and Wayne G. RobertshawJohn H. StrattonJorgen Steen PetersenFrank HoustonDiane M. BaguleyDiane M. BaguleyLorri HuntDonald N. EkvallHitoshi KumeLeslie S. SchnollDale MisczynskiNoel MatthewsNigel H. CroftMalcolm Bird and Juhani Y. AnttilaHerbert C. Monnich, Jr.Morgan HallArmando Espinosa S.James W. HighlandsEugene M. BarkerR. Dan ReidAnn W. Phillips and Robert W. BelfitDale K. GordonF. Craig JohnsonSteve Tokarz and Pat BuzekJohn G. SurakM. M. "Mickey" ChristensenLeslie S. SchnollRon CerzosimoMark Baker and Judith LuchsingerRon CerzosimoCurtis RickettsSandford LiebesmanJudith Luchsinger
List of Figures and Tablesp. xi
Forewordp. xv
Introductionp. xvii
Section 1 The Fundamentals of Quality Managementp. 1
Chapter 1 Why Use the ISO 9000 Family?p. 3
Chapter 2 The Process Approach to Quality Management Systemsp. 11
Chapter 3 The ISO 9000 Familyp. 17
Chapter 4 The Hierarchy of Qualityp. 27
Chapter 5 Quality Management Principlesp. 35
Section 2 The New Consistent Pair: An Overview of the Standardsp. 47
Chapter 6 The History of Standardization and the ISO 9000 Familyp. 49
Chapter 7 The Need for Change and the Two-Phase Revision Processp. 63
Chapter 8 Summary and Implications of Major Changes from ISO 9001:1994 to ISO 9001:2000p. 73
Section 3 Quality Management System--Scope, Application, Definitions, Documentation, and Recordsp. 83
Chapter 9 Quality Management System Applicationp. 85
Chapter 10 International Standards Definitionsp. 95
Chapter 11 The Quality Management Systemp. 107
Chapter 12 Documenting the Quality Management Systemp. 129
Section 4 Management Responsibilityp. 145
Chapter 13 Understanding Customersp. 147
Chapter 14 Quality Policy, Quality Objectives, and Planningp. 159
Chapter 15 Management Reviewp. 181
Section 5 Resource Managementp. 187
Chapter 16 Human Resources: An Integral Part of Continual Improvementp. 189
Chapter 17 Management of Infrastructure and Work Environmentp. 203
Section 6 Product Realizationp. 209
Chapter 18 General Planning of Product Realizationp. 213
Chapter 19 Customer-Related Processesp. 223
Chapter 20 Design and Development for Hardwarep. 247
Chapter 21 Design and Development for Softwarep. 261
Chapter 22 Design and Development for Servicesp. 279
Chapter 23 Purchasingp. 291
Chapter 24 Production and Service Provision for Hardwarep. 307
Chapter 25 Production and Service Provision for Softwarep. 323
Chapter 26 Production and Service Provision for Servicesp. 333
Chapter 27 Control of Monitoring and Measuring Devicesp. 345
Section 7 Measurement, Analysis and Improvementp. 357
Chapter 28 Statistical Procedures Useful for Implementation of ISO 9001:2000p. 361
Chapter 29 Measurement of Customer Satisfactionp. 371
Chapter 30 Internal Auditp. 391
Chapter 31 Measurement for Hardwarep. 407
Chapter 32 Measurement for Software Processes and Productsp. 427
Chapter 33 Measurement for Servicesp. 445
Chapter 34 Measurement for Service Processesp. 457
Chapter 35 Control of Nonconforming Productp. 465
Chapter 36 Process Analysisp. 477
Chapter 37 Improvementp. 483
Section 8 Applying the ISO 9000 Family in Organizationsp. 501
Chapter 38 Using ISO 9000 to Achieve Customer Requirementsp. 503
Chapter 39 Certification and Conformity Assessmentp. 519
Chapter 40 The International Accreditation Forump. 545
Chapter 41 Understanding ISO 9000:2000: The Role of the International Standardized Testing Organizationp. 551
Chapter 42 Using ISO 9004 to Achieve Excellencep. 563
Chapter 43 Small Businessesp. 573
Chapter 44 Use of Consortia and the NIST MEP Networkp. 591
Chapter 45 ISO 9000 and International Trade--ISO in Emerging Economiesp. 597
Chapter 46 Using ISO 9000 and ISO 14000 Togetherp. 603
Section 9 Applicationsp. 617
Chapter 47 AS9100 Technical Contentp. 619
Chapter 48 Automotive Industry Applicationsp. 639
Chapter 49 Impact of ISO 9000 on the Chemical and Process Industriesp. 659
Chapter 50 Department of Defense, NASA, and Other Government Applicationsp. 671
Chapter 51 Educationp. 675
Chapter 52 Fiber Box Industryp. 693
Chapter 53 Food and the Use of Hazard Analysis Critical Control Pointsp. 703
Chapter 54 ISO 9001:2000 and Healthcarep. 717
Chapter 55 Medical Devicesp. 729
Chapter 56 Nuclearp. 755
Chapter 57 ISO 9001:2000 and Relationships: The Personal Business of Emotional Satisfactionp. 773
Chapter 58 Printing and Graphic Artsp. 791
Chapter 59 Application of ISO 9001 to State Governmentp. 807
Chapter 60 TL 9000: The Telecommunications Quality Management Systemp. 819
Chapter 61 Achieving Certification in a Wineryp. 843
Appendix A Common Acronymsp. 849
Appendix B Sources for More Informationp. 857
Appendix C Bibliographyp. 859
Appendix D Accredited Registrars in North Americap. 861
Appendix E Author Biographiesp. 879
Indexp. 893
The following appendixes can be found on the CD accompanying this book
Appendix F ANSI/ISO/ASQ Q9000-2000 American National Standard: Quality management systems--Fundamentals and vocabulary
Appendix G ANSI/ISO/ASQ Q9001-2000 American National Standard: Quality management systems--Requirements
Appendix H ANSI/ISO/ASQ Q9004-2000 American National Standard: Quality management systems--Guidelines for performance improvements
Appendix I ISO/TC 176/SC 2/M 524R2: ISO 9000 Introduction and Support Package: Guidance on ISO 9001:2000 Clause 1.2 "Application"
Appendix J ISO/TC 176/SC 2/N 544R: ISO 9000 Introduction and Support Package: Guidance on the Process Approach to Quality Management Systems
Appendix K ISO/TC 176/SC 2/N 525R: ISO 9000 Introduction and Support Package: Guidance on the Documentation Requirements of ISO 9001:2000
Appendix L ISO/TC 176/SC 2/N 526R AND ISO/TC 176/SC 1/N 215: ISO 9000 Introduction and Support Package: Guidance on the Terminology Used in ISO 9001:2000 and ISO 9004:2000
Appendix M US Adoption of ISO 11462-1: Guidelines for Implementation of Statistical Process Control (SPC)
Appendix N Listing of the Current and Future ISO 9000 Family with Status of Documents Being Cancelled, Transferred, and Revised
Appendix O The U.S. Standards Group on QEDS: Robin Gildersleeve Update of: US Standards Gp.doc