Cracking the Case of ISO 9001 : A Simple Guide to Implementing Quality Management in Service Organizations

Cover -- Title page -- CIP data -- Table of Contents -- List of Figures and Tables -- Chapter 1 Why Do ISO 9001:2015? -- Chapter 2 Key Differences with Past ISO 9001 Editions -- Chapter 3 Principles and Key Concepts -- QUALITY MANAGEMENT PRINCIPLES -- CUSTOMERS-CUSTOMER FOCUS AND MEASURING SATISFACTION -- PROCESS APPROACH-ACTIVITIES, PROCESS MANAGEMENT, AND THE SYSTEMS APPROACH TO MANAGEMENT -- ALIGNMENT-QUALITY OBJECTIVES, PROCESS MEASUREMENT, AND COMMUNICATIONS -- CONTINUAL IMPROVEMENT -- PROCESS CONTROL TO FACILITATE LEARNING, INNOVATION, AND IMPROVEMENT -- LEADERSHIP AND INVOLVEMENT AT ALL LEVELS -- VISION AND MISSION -- Chapter 4 What Are the ISO 9001:2015 Requirements and How Do We Comply? -- INTRODUCTION -- CLAUSE 1 SCOPE -- CLAUSE 2 NORMATIVE REFERENCES -- CLAUSE 3 TERMS AND DEFINITIONS -- CLAUSE 4 CONTEXT OF THE ORGANIZATION -- CLAUSE 4.1 UNDERSTANDING THE ORGANIZATION ANDITS CONTEXT -- CLAUSE 4.2 UNDERSTANDING THE NEEDS AND EXPECTATIONS OFINTERESTED PARTIES -- CLAUSE 4.3 DETERMINING THE SCOPE OF THE QUALITY MANAGEMENT SYSTEM -- CLAUSE 4.4 QUALITY MANAGEMENT SYSTEM AND ITS PROCESSES -- CLAUSE 5 LEADERSHIP -- CLAUSE 5.1 LEADERSHIP AND COMMITMENT -- CLAUSE 5.2 POLICY -- CLAUSE 5.3 ORGANIZATIONAL ROLES, RESPONSIBILITIES AND AUTHORITIES -- CLAUSE 6 PLANNING -- CLAUSE 6.1 ACTIONS TO ADDRESS RISKS AND OPPORTUNITIES -- CLAUSE 6.2 QUALITY OBJECTIVES AND PLANNING TO ACHIEVE THEM -- CLAUSE 6.3 PLANNING OF CHANGES -- CLAUSE 7 SUPPORT -- CLAUSE 7.1 RESOURCES -- CLAUSE 7.2 COMPETENCE -- CLAUSE 7.3 AWARENESS -- CLAUSE 7.4 COMMUNICATION -- CLAUSE 7.5 DOCUMENTED INFORMATION -- CLAUSE 8 OPERATION -- CLAUSE 8.1 OPERATIONAL PLANNING AND CONTROL -- CLAUSE 8.2 REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.2.1 CUSTOMER COMMUNICATION -- CLAUSE 8.2.2 DETERMINING THE REQUIREMENTS FOR PRODUCTS AND SERVICES.