WHAT Is Quality?
Introduction
The notion of quality
The notion of control
Quality and excellence
Quality as meeting/exceeding customer requirements
Quality is free (or at least affordable)
Quality is available to get and keep
Quality is a system of improvement
Quality is a standard by which to measure
Profile One: ISO Overview
WHAT Is ISO 9000?
Introduction
The origins of ISO 9000
The existing structure of ISO 9000 and related standards
The future of ISO 9000
The relationship of ISO 9000 and TQM
Profile Two: TC/176; Focus on the Change Masters at Work
WHY Do It? (WIFM: What's in it for me?)
The benefits of ISO 9000 certification
The drawbacks of ISO 9000
The relevance of ISO 9000
The costs associated
The price of nonconformance in the international marketplace
Profile Three: Spike and the Polaris Submarine
WHEN, WHERE and WHO; A Comparison between ISO 9000 and Classical Quality Assurance
Make quality your top priority now
Build in quality everywhere
Problems are opportunities to improve the quality assurance system
Quality assurance checkpoints for the organization
Profile Four: A Five-Year Review of ISO 9000
HOW to Implement ISO 9000: An Overview Framework
Choosing your path to ISO 9000
The path less traveled
Decision and commitment
Project Planning
Organization analysis
Review
Selection of assessors
Developing procedures
Internal audit team
Building the system
Implementation
Assessment
Marketing ISO 9000
Consultants and other outside assistance
Trade associations
ISO 9000 Forum
Making the right choice
Profile Five: Focus on ISO 9000 Forum: the Facilitation Arm
Project Planning: The Foundation of Implementation
The four essentials of a good project management action plan
The notion of planning
Organizing for results
The keys to implementation
The importance of control and measurement
The project leader and his team
Resources
Initial research
Building the timetable
Budgeting
Formulating the team charter
Profile Six: ISO 9000 Rollout Plan
Organization Analysis
What is a process?
Operating processes and support activities
The shop floor and the workplace
Sales and marketing
Design
Distribution
After sales
Support activities
Organizational analysis action plan
Profile Seven: The Japanese Delegation: Focus on ISO 9000 and TQM
Readiness Review
Purpose of reviews
ISO 9000 and the operating process
ISO 9000 and the shop floor
ISO 9000 and support areas
Documenting the current situation and identifying the gaps
Don't shoot the messenger
Provide a focus
Establishing bechmarks and measures
Profile Eight: The French Delegation
Focus on Nuclear Safety and Readiness
Developing Procedures
What is a procedure?
The documentation pyramid
Formatting the documentation
Who is responsible?
Flowchart method
Live examples
Developing master procedures for entire organization
Additional uses for the procedures
ISO 9000 and process re-engineering
Profile Nine: The German Delegation: Focus on Environmental Management Procedures and Practices
Building/Installing the System
The three components of the system documentation database
Document control practices
Quality manual
The procedure manual
Quality documentation
The quality system in a broader context: 14 elements
Creating the measurement system
Profile Ten: The Czech Delegation:
Focus on Building a Quality System for a Market Economy
Implementation - Installing the System
Successful implementation: Where the rubber meets the road
CSFs for success
Quality system management
Auditing and auditors
Staff training
Start-up activities
What to do when things go wrong
Corrective action procedures
Overall framework for implementation
Profile Eleven: Critical Success Factors for Implementation
Assessment
Elements of a successful assessment
Choice of an assessor
The gestation period of 'bedding-in'
The structured walkthrough-desk investigation
On-site assessment
After passing ISO 9000 - Keeping the momentum going
Rewards and celebrations
ProfileTwelve: Checklist of Building Blocks for ISO Certification and Assessment
Marketing and Public Relations
Ethics in marketing ISO 9000
Half a loaf must be labeled as such
Developing your marketing strategy
Using the ISO 9000 mark
Public relations practices
Using publicity material
Using point-of-service to market
Educating the sales force in ISO 9000
A final word
The end-and the beginning
Profile Thirteen: A Tale of Three Cities:
Focus on Three American Companies
Who Obtained Certification in a Unique Way
Index
