ISO 9004-2 1991 in Plain English Guidelines for Managing the Quality of Service Activities |
ISO 9004-2 is OBSOLETE. See ISO 20000 2011 and ISO 9001 2015. |
This web page
is based on the ISO 9004-2:1991 Quality Standard
published by the International Organization for Standardization.
It presents a detailed interpretation of this standard using
language that is clear and easy to understand.
ISO prepared the ISO 9004-2
Standard in order to show organizations
how to set up and manage a quality system that has a service orientation.
Because almost all organizations are service oriented to some extent, even
product oriented organizations can benefit from the ideas discussed here.
Definitions |
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Introduction to quality service |
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Define service and service delivery characteristics |
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Control service and service delivery characteristics |
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Define your quality policy |
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Define your quality goals and objectives |
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Define quality responsibilities and authorities |
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Perform management reviews of your quality service system |
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Motivate your people to deliver quality service |
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Train people to deliver quality service |
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Develop a system of communication |
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Provide material resources |
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Define the structure of your quality service system |
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Document your quality service system |
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Control your quality service documents |
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Perform internal quality audits |
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Interact with your customers |
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Introduction to structure of your quality service system |
We conclude this section with a detailed discussion of the structure of your quality service system. As previously indicated, your system should consist of the following four interconnected processes: 1. Service marketing process |
Develop your service marketing process |
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Control your market research process |
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Control your obligations to customers |
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Control the development of service briefs |
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Control the launch of new services |
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Control the advertising of services |
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Develop your service design process |
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Control your design responsibilities |
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Control your service specification |
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Control your service delivery specification |
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Designing |
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Purchasing |
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Equipment |
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Traceability |
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Customer |
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Control your quality control specification |
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Control your design review process |
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Control your validation process |
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Control your revalidation process |
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Control your design changes |
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Develop your service delivery process |
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Control your service delivery responsibilities |
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Control how you assess the quality of your service |
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Control how customers assess the quality of your service |
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Control how service delivery records are kept |
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Control how you handle nonconformities |
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Control your service measurement system |
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Develop your service improvement process |
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Create a service improvement information system |
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Allocate the responsibility for service improvement |
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Control how you collect and analyze data |
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Develop a program to improve quality |
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Updated on November 29, 2014. First published on June 6, 1997. |
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