|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:
- How to Use This Workbook
- ISO 9000: A Synopsis
- Making the Decision
- Is ISO 9000 for you?
- Applying for registration
- Planning Your Approach
- Work plan
- Designing your Quality System
- Quality Policy
- Gap analysis
- Training staff
- Management review
- Managing Documentation
- Quality manual
- Supporting procedures
- Quality records
- Process audit
- Document control
- Getting Registered
- Document review
- Auditing yourself
- Preparing for audit
- On-site audit
- After Registration
- Continuous improvement
- 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
Also includes 20 worksheets.
- Why get registered?
- What are the consequences of not registering?
- Should you register?
- Should you register now?
- What is your optimal timing for registration?
- Registering to what standards?
- Which sites to register?
- The scope of services to be registered?
- Shortlisting registrars
- Evaluating registrar responses
- Selecting your registrar
- Briefing your staff
- Preparation for staff meeting
- Orientation staff meeting
- Work plan time line
- Assessing professionals' available time
- Assessing your other resources
- Assigning communications responsibility
- Your best approach to communications
- What to communicate about
- Assessing your current quality policy
- Communicating your quality policy
- Comparing your quality system to the standard
- Skills self-assessment
- Training for internal audit
- Effective peer review
- Training staff in new procedures
- Level of management review
- Material to be reviewed
- Recording the results of management reviews
- Frequency of reviews
- Reviewing external audits
- Helping staff understand documentation
- Basic guidelines for documentation
- Structure of your documentation system
- Common content in all documents
- Purpose of the quality manual
- Warnings about your quality manual
- Structure of the quality manual
- Layout of the quality manual
- Identifying policy gaps
- Policy text
- Naming your "quality manual"
- The purpose of procedures
- Other levels of documentation
- Identifying the procedures needed
- Writing the procedures
- Purpose of a quality record
- Types of quality records
- Filing quality records
- Responsibility for quality records
- Review of quality records
- The purpose of a process audit
- Conducting a process audit
- Responsibility for document control
- Understanding document control
- Implementing document control
- Document control of forms
- Records of document changes
- Is your documentation ready?
- Completing the "desk audit"
- Training your internal auditors
- Conducting internal audits
- Preparing a regular internal audit schedule
- Determining the audit scope
- Preparing checklists for your internal audits
- Conducting an initial internal review
- Normal audit procedures
- Audit reports
- Following up on nonconformances
- Taking corrective and preventive action
- Management review of results
- Auditing your internal auditors
- Are you ready for an external audit?
- Becoming familiar with the audit team
- Tidying up loose ends
- Practising answering questions
- On-site preparations
- Meetings with the audit team
- Tips for the "show me"
- Addressing the auditor's findings
- Becoming registered
- Advertising your registration
- Revising your promotional materials
- Communicating with clients
- Communicating with vendors
- Taking advantage of registration
- Guarding against sagging morale
- Communication with your registrar
- Surveillance audits
- Continuous improvement
- Using your problem logs constructively
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.