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» ISO/IEC 90003:2004
» IWA 1:2005
» IWA 2:2003
» IWA 4:2005
ISO 9004:2000
Quality management systems -- Guidelines for performance improvements.
This International Standard provides guidelines beyond the requirements given
in ISO 9001 in order to consider both the effectiveness and efficiency of a
quality management system, and consequently the potential for improvement of
the performance of an organization. When compared to ISO 9001, the objectives
of customer satisfaction and product quality are extended to include the satisfaction
of interested parties and the performance of the organization.
This International Standard is applicable to the processes of the organization
and consequently the quality management principles on which it is based can
be deployed throughout the organization. The focus of this International Standard
is the achievement of ongoing improvement, measured through the satisfaction
of customers and other interested parties.
This International Standard consists of guidance and recommendations and is
not intended for certification, regulatory or contractual use, nor as a guide
to the implementation of ISO 9001.
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ISO 10002:2004
Quality management -- Customer satisfaction -- Guidelines for complaints handling
in organizations
ISO 10002:2004 provides guidance on the process of complaints handling related
to products within an organization, including planning, design, operation, maintenance
and improvement. The complaints-handling process described is suitable for use
as one of the processes of an overall quality management system.
ISO 10002:2004 is not applicable to disputes referred for resolution outside
the organization or for employment-related disputes.
It is also intended for use by organizations of all sizes and in all sectors.
ISO 10002:2004 addresses the following aspects of complaints handling:
- enhancing customer satisfaction by creating a customer-focused environment
that is open to feedback (including complaints), resolving any complaints received,
and enhancing the organization's ability to improve its product and customer
service;
- top management involvement and commitment through adequate acquisition and
deployment of resources, including personnel training;
- recognizing and addressing the needs and expectations of complainants;
- providing complainants with an open, effective and easy-to-use complaints
process;
- analysing and evaluating complaints in order to improve the product and customer
service quality;
- auditing of the complaints-handling process;
- reviewing the effectiveness and efficiency of the complaints-handling process.
ISO 10002:2004 is not intended to change any rights or obligations provided
by applicable statutory or regulatory requirements.
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ISO 10006:2003
Quality management systems -- Guidelines for quality management in projects
ISO 10006:2003 gives guidance on the application of quality management in projects.
It is applicable to projects of varying complexity, small or large, of short
or long duration, in different environments, and irrespective of the kind of
product or process involved. This can necessitate some tailoring of the guidance
to suit a particular project.
ISO 10006:2003 is not a guide to "project management" itself. Guidance
on quality in project management processes is discussed in this International
Standard. Guidance on quality in a project's product-related processes, and
on the "process approach", is covered in ISO 9004.
Since ISO 10006:2003 is a guidance document, it is not intended to be used for
certification/registration purposes.
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ISO 10007:2003
Quality management systems -- Guidelines for configuration management.
ISO 10007:2003 gives guidance on the use of configuration management within
an organization. It is applicable to the support of products from concept to
disposal.
It first outlines the responsibilities and authorities before describing the
configuration management process that includes configuration management planning,
configuration identification, change control, configuration status accounting
and configuration audit.
Since ISO 10007:2003 is a guidance document, it is not intended to be used for
certification/registration purposes.
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ISO/IEC 90003:2004
Software engineering -- Guidelines for the application of ISO 9001:2000 to computer
software
ISO/IEC 90003:2004 provides guidance for organizations in the application of
ISO 9001:2000 to the acquisition, supply, development, operation and maintenance
of computer software and related support services. ISO/IEC 90003:2004 does not
add to or otherwise change the requirements of ISO 9001:2000.
The guidelines provided in ISO/IEC 90003:2004 are not intended to be used as
assessment criteria in quality management system registration/certification.
The application of ISO/IEC 90003:2004 is appropriate to software that is
- part of a commercial contract with another organization,
- a product available for a market sector,
- used to support the processes of an organization,
- embedded in a hardware product, or
- related to software services.
Some organizations may be involved in all the above activities; others may
specialize in one area. Whatever the situation, the organization's quality management
system should cover all aspects (software related and non-software related)
of the business.
ISO/IEC 90003:2004 identifies the issues which should be addressed and is
independent of the technology, life cycle models, development processes, sequence
of activities and organizational structure used by an organization.
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IWA 1:2005
Quality management systems -- Guidelines for process improvements in health
service organizations
IWA 1:2005 provides additional guidance for any health service organization
involved in the management, delivery, or administration of health service products
or services, including training and/or research, in the life continuum process
for human beings, regardless of type, size and the product or service provided.
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IWA 2:2003
Quality management systems - Guidelines for the application of ISO 9001:2000
in education
International Workshop Agreement IWA 2:2003 provides guidelines for the application
of ISO 9001:2000 in educational organizations providing educational products.
These guidelines do not add to, change or modify the requirements of ISO 9001:2000,
and are not intended for use in contracts for compliance assessments or for
certification.
Each clause of ISO 9001:2000 is included before the corresponding text of IWA
2:2003. The whole text of ISO 9004:2000 is also included to provide a complete
vision of the continual performance improvement of organizations.
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IWA 4:2005
Quality management systems -- Guidelines for the application of ISO 9001:2000
in local government.
The objective of International Workshop Agreement IWA 4:2005 is to provide local
governments with guidelines for the voluntary application of ISO 9001:2000 on
an integral basis. These guidelines do not, however, add, change or modify the
requirements of ISO 9001:2000.
For a local government to be considered reliable, it should guarantee minimum
conditions of reliability for the processes that are necessary to provide all
the services needed by its citizens in a consistent and reliable manner. All
the local government's processes, including management, core, operational and
support processes, should constitute a single, integral, quality management
system. The integral character of this system is important because, otherwise,
although a local government could be reliable in some areas of activity, it
may be unreliable in others. For a government to be considered reliable, it
should guarantee minimum conditions of reliability for all key processes and
services. To achieve this, it is advisable that the local government clearly
identify the management, core and support processes that, together, make it
reliable (see Annex A). Annex B provides a diagnostic tool for local governments
to evaluate the scope and maturity of their processes and services.
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