Navigation Bar E-mail Us Maps Publications Search Home

Quality Assurance in Services:
An ISO 9000 Workbook for Small Professional Service Firms

The Quality Assurance in Services workbook is an extremely practical guide. The numerous checklists, worksheets, sample documentation, as well as clear understanding of the processes of the small professional service firm, make it an invaluable tool for those pursuing ISO 9000 registration.

Table of Contents:
  1. How to Use This Workbook
  2. ISO 9000: A Synopsis
  3. Making the Decision
    • Is ISO 9000 for you?
    • Applying for registration
  4. Planning Your Approach
    • Orientation
    • Work plan
    • Communications
  5. Designing your Quality System
    • Quality Policy
    • Gap analysis
    • Training staff
    • Management review
  6. Managing Documentation
    • Principles
    • Quality manual
    • Supporting procedures
    • Quality records
    • Process audit
    • Document control
  7. Getting Registered
    • Document review
    • Auditing yourself
    • Preparing for audit
    • On-site audit
  8. After Registration
    • Visibility
    • Surveillance
    • Continuous improvement
  9. Appendices
    • ISO 9000 documents
    • ISO 9000 resources
    • Article on ISO 9000 for small businesses
    • ISO 900 registrars in Canada
    • International accreditation bodies
    • Which clients require ISO 9000 registration
    • Using external assistance effectively
    • Sample audit preparation questions
Exercise Items:
  1. Why get registered?
  2. What are the consequences of not registering?
  3. Should you register?
  4. Should you register now?
  5. What is your optimal timing for registration?
  6. Registering to what standards?
  7. Which sites to register?
  8. The scope of services to be registered?
  9. Shortlisting registrars
  10. Evaluating registrar responses
  11. Selecting your registrar
  12. Briefing your staff
  13. Preparation for staff meeting
  14. Orientation staff meeting
  15. Work plan time line
  16. Assessing professionals' available time
  17. Assessing your other resources
  18. Assigning communications responsibility
  19. Your best approach to communications
  20. What to communicate about
  21. Assessing your current quality policy
  22. Communicating your quality policy
  23. Comparing your quality system to the standard
  24. Skills self-assessment
  25. Training for internal audit
  26. Effective peer review
  27. Training staff in new procedures
  28. Level of management review
  29. Material to be reviewed
  30. Recording the results of management reviews
  31. Frequency of reviews
  32. Reviewing external audits
  33. Helping staff understand documentation
  34. Basic guidelines for documentation
  35. Structure of your documentation system
  36. Common content in all documents
  37. Purpose of the quality manual
  38. Warnings about your quality manual
  39. Structure of the quality manual
  40. Layout of the quality manual
  41. Identifying policy gaps
  42. Policy text
  43. Naming your "quality manual"
  44. The purpose of procedures
  45. Other levels of documentation
  46. Identifying the procedures needed
  47. Writing the procedures
  48. Purpose of a quality record
  49. Types of quality records
  50. Filing quality records
  51. Responsibility for quality records
  52. Review of quality records
  53. The purpose of a process audit
  54. Conducting a process audit
  55. Responsibility for document control
  56. Understanding document control
  57. Implementing document control
  58. Document control of forms
  59. Records of document changes
  60. Is your documentation ready?
  61. Completing the "desk audit"
  62. Training your internal auditors
  63. Conducting internal audits
  64. Preparing a regular internal audit schedule
  65. Determining the audit scope
  66. Preparing checklists for your internal audits
  67. Conducting an initial internal review
  68. Normal audit procedures
  69. Audit reports
  70. Following up on nonconformances
  71. Taking corrective and preventive action
  72. Management review of results
  73. Auditing your internal auditors
  74. Are you ready for an external audit?
  75. Becoming familiar with the audit team
  76. Tidying up loose ends
  77. Practising answering questions
  78. On-site preparations
  79. Meetings with the audit team
  80. Tips for the "show me"
  81. Addressing the auditor's findings
  82. Becoming registered
  83. Celebrating
  84. Advertising your registration
  85. Revising your promotional materials
  86. Communicating with clients
  87. Communicating with vendors
  88. Taking advantage of registration
  89. Guarding against sagging morale
  90. Communication with your registrar
  91. Surveillance audits
  92. Re-registration
  93. Continuous improvement
  94. Using your problem logs constructively
Also includes 20 worksheets.
The overall impression of the Workbook is that of an imposing body of "real world" research, beautifully organized, clearly and succinctly written, loaded with a wealth of practical tips, plus an eminent respect for the vicissitudes of Murphy's Law" - N.B. Ward, P.Eng, President, Bowen Industrial Equipment Inc.
I am convinced that the Quality Assurance in Services workbook will be an excellent guide for the service industries that are considering the pros and cons of ISO 9000 registration in the future." - Peter B. Dix, Manager, Quality Systems Registrations, Warnock Hersey Professional Services
Prepared by Dorothy I. Riddle. Produced by Industry Canada. Published by Canadian Government Publishing, 1995.
Catalogue No. C2-271-1995E
Price $29.95
Format Softcover
Pages 130
Language English; Aussi disponible en français
Price and availability subject to change. Shipping and applicable taxes extra.
Questions about this product? Please e-mail us.
Last modified: June 18, 2001

Business main page
What's New · Home · Search · Books on Canada · Canadian Maps and Charts · Ordering · E-mail Us

©Federal Publications Inc., 1998 - 2016
165 University Avenue, Toronto, Ontario, Canada M5H 3B8
Phone: (416) 860-1611 or toll-free 1-888-433-3782 · E-mail: