Quality management

As customers become more sophisticated, better informed and hold higher expectations, the only way a business can survive and prosper is to offer a commitment to quality. In fact, any organization, whatever their size or industry sector, can give themselves a secure future by introducing a quality management system (QMS) such as BS EN ISO 9001.


Popular quality management systems standards

BS EN ISO 9000:2005
Quality management systems. Fundamentals and vocabulary

BS EN ISO 9001:2008
Quality management systems. Requirements

BS EN ISO 9001:2008 (A5 Laminated)
Quality management systems. Requirements

BS EN ISO 9004:2009 
Managing for the sustained success of an organization. A quality management approach


The ISO 9000 Standards Collection – Quality Management SystemsThe ISO 9000 Standards Collection

Save money with this enhanced PDF containing ISO 9000, ISO 9001 and ISO 90004.

 

 

View all current quality management systems standards.

 

Popular quality management systems books

Understanding ISO 9001:2008 and Process-based Management Systems (Second Edition) 

Ian Rosam and Rob Peddle

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Read more about quality management in accordance with ISO 9001

 

Creating a Process-based Management System for ISO 9001:2008 and Beyond (Second Edition) 

Ian Rosam and Rob Peddle

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Read more about quality management in accordance with ISO 9001:2008 and its core requirement of process management

 

Process Management Auditing for ISO 9001:2008 (Second Edition)

Ian Rosam and Rob Peddle

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Read more about quality management in accordance with ISO 9001:2008, with a particular focus on understanding and getting the most out of the audit process

 

We have a comprehensive range of books to help you implement a quality management system. View all quality management books

 

Other quality management systems standards

BS ISO 10005:2005
Quality management systems. Guidelines for quality plans

BS ISO 10006:2003
Quality management systems. Guidelines for quality management in projects

BS ISO 10007:2003
Quality management systems. Guidelines for configuration management


Customer satisfaction and complaints management standards

Maintaining a high level of customer satisfaction is a significant challenge for many organizations. One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct. A customer satisfaction code of conduct consists of promises and related provisions that address issues such as product delivery, product returns, handling of personal information of customers, advertising and stipulations concerning particular attributes of a product or its performance.

BS ISO 10001:2007
Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations

BS ISO 10002:2004
Quality management. Customer satisfaction. Guidelines for complaints handling in organizations

BS ISO 10003:2007
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations


Customer satisfaction and complaints management books

Complaints management. Turning negatives into positives

Complaints management. Turning negatives into positives (including BS ISO 10002:2004 and BS ISO 10003:2007)

 

Related standards and books

BS EN 60812:2006
Analysis techniques for system reliability. Procedure for failure mode and effects analysis (FMEA) 

Demonstration of Conformity to a Standard: A Practical Guide for Suppliers and Customers

 

Visit the Quality and Sampling website for related standards and publications.


 

 

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Quality Management Self-assessment tool