1 What Is ISO 9000 and Why Is It Needed? -- Development of Standards -- How Was ISO 9000 Developed? -- International Aspects of ISO 9000 -- The ISO Forum -- ISO Adoption -- International Standards Application -- Regulation of Products for Sale in the European -- Community -- ISO/IEC Guide 25 -- European C om m unity Product Safety and Liability Directives Quality System Registration -- European Accreditation of Certification -- European Organization for Testing and Certification -- The European Organization for Quality -- The European Committee for Quality System s and Certification -- European Network for Quality Systems Assessment and Certification -- Agreements between the European Community and Other European Countries -- The ISO 9000 Standard and Non-European Countries -- ISO 9000 Standards for the United States -- Benefits vs. Cost of ISO 9000 -- Selecting the Registrar -- Costs of Registration -- The Role of Consultants in ISO 9000 Registration -- 2 Quality Concepts Contributing to the ISO Standard -- History of Quality Control Systems -- Quality in a Craft Society -- Quality in the Mill -- Beginnings of Quality Control -- The Quality Improvement Era -- Aspects of ISO 9000 Implementation -- Quality Cost -- Quality as a System -- Product Design -- Quality Culture -- Total Quality Control: The Ishikawa Approach -- What Is Quality Control? -- The Quality Thought Revolution -- Knowing True Quality -- Expressing the Quality -- The Quality Circle -- Why Did Zero Defects Fail? -- Financial, Performance, and Quality Audits: A Comparison of Similar Approaches -- ISO 9000 and Management by Objectives -- 3 Applying the Quality Sciences to ISO 9000 -- How Does Quality Apply? -- Quality in Business -- Quality Organization -- Business Modeling -- Inputs -- Transformation -- Output -- Quality Organization as the Feedback Measure -- Defining the Service -- Service Analysis: A Telemarketing Example -- Dilemma of Inexact Definitions -- Risk Evaluation Criteria -- Characteristic Parameters -- Application -- Defining the Process -- Organizational Chart -- Procedural Flow Diagrams -- Procedural Analysis -- Procedural Row Diagrams and ISO 9000 -- Problem Solving -- Inspection and Testing, Calibration, and Quality Records -- Inspection and Testing -- Calibration -- Quality Records -- Management Responsibility, Auditing, Corrective and Preventive Action -- 4 Quality Beyond ISO 9000 -- Common Issues -- Problems in Implementing Quality Theory -- Terminology -- Comments on Quality Standards -- Standard for Total Quality Management -- 0 Introduction -- 1 Scope, Purpose, and Application -- 2 Normative References -- 3 Definitions -- 4 Management Leadership -- 5 Quality Information System and Results -- 6 Utilization of People -- 7 Customer Needs Identification -- 8 Service, Process, and Product Development -- 9 Operations -- 10 Quality Improvement -- Index.
