ISO 9000 quality systems handbook : using the standards as a framework for business improvement / David Hoyle.

Includes bibliographical references and index.

Chapter one Putting ISO 9000 in Context -- Chapter two Defining and Characterizing Quality -- Chapter three The Importance and Role of Stakeholders -- Chapter four Anatomy of the Standards -- Chapter five A Practical Guide to Using these Standards -- Chapter six A Flawed Approach -- Chapter seven A Systems Approach -- Chapter eight A Process Approach -- Chapter nine A Behavioural Approach -- Chapter ten Establishing a Quality Management System -- Chapter eleven Documenting a Quality Management System -- Chapter twelve Document Control -- Chapter thirteen Management Commitment -- Chapter fourteen Customer Focus -- Chapter fifteen Quality Policy -- Chapter sixteen Quality Objectives and Planning -- Chapter seventeen Responsibility, Authority and Communication -- Chapter eighteen Management Review -- Chapter nineteen Determining and Providing Resources -- Chapter twenty Human Resources -- Chapter twenty-one Infrastructure (6.3) -- Chapter twenty-two Work Environment (6.4) -- Chapter twenty-three Planning Product Realization Processes -- Chapter twenty-four Customer-Related Processes -- Chapter twenty-five Design and Development -- Chapter twenty-six Purchasing -- Chapter twenty-seven Production and Service Provision -- Chapter twenty-eight Monitoring, Measurement, Analysis and Improvement Processes -- Chapter twenty-nine Customer Satisfaction -- Chapter thirty Internal Audit -- Chapter thirty-one Measurement and Monitoring of Products and Processes -- Chapter thirty-two Control of Monitoring and Measuring Equipment -- Chapter thirty-three Control of Nonconforming Product -- Chapter thirty-four Analysis of Data -- Chapter thirty-five Continual Improvement -- Chapter thirty-six Corrective Action -- Chapter thirty-seven Preventive Action -- Chapter thirty-eight Self Assessment -- Chapter thirty-nine System Certification -- Chapter forty Beyond ISO 9001 Certification

English