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.
 
BS EN ISO 9001:2008
Quality management systems. Requirements

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.

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

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

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

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

Supporting quality management books:

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

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

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

Coming soon
Updated BS EN ISO 9004 — Quality management systems. Guidelines for performance improvements