Norma iso 9004 2

Final text received or FDIS registered for formal approval. Proof sent to secretariat or FDIS ballot initiated: 8 weeks. Close of voting. Proof returned by secretariat. This may also interest you. Secrets of business success in new ISO standard The average lifespan of businesses is shrinking, yet some have been around for hundreds of years.

The key to sustained business success with ISO Why have some organizations been around for hundreds of years while others last only five minutes? This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.

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A few thoughts on work life-balance. Related Books Free with a 30 day trial from Scribd. Related Audiobooks Free with a 30 day trial from Scribd. So you do not need to waste the time on rewritings. Rubi Alejandra. Yisseth Lineth. Views Total views. Actions Shares. No notes for slide. Total views 25, On Slideshare 0. Clarify quality requirements and quality assurance requirements.

Clarify verification methods and quality assurance methods. Controlling the purchase of the products and services that you will use to deliver your services. Use purchase orders or similar documents. Regulate incoming products and services.

Maintain a record keeping system to monitor incoming products and services. Equipment Control equipment that customers are expected to use during service delivery. Make sure that the equipment you provide to your customers is suitable for the task. Make sure that you provide written instructions that explain how the equipment is used. Traceability Record and track the identify of products and services used during the service delivery process. Record the source of products and services.

Record the verification of products and services. Record the delivery of products and services. Customer property Control your customers' property.

Make sure that your staff members protect and respect your customers' possessions during all phases of the service delivery process. Control the development of your quality control specification. Control how your service brief is transformed into a quality control specification. Your quality control specification should explain how you're going to control your: Service marketing process Service design process Service delivery process Develop your quality control specification by: Identifying the activities within each process that will influence the quality of your service.

Selecting the characteristics within each activity that will influence the quality of your service. Developing methods to monitor and measure each of these characteristics. Designing methods to influence and control each of these characteristics. Develop a design review process and control how it functions.

This process should be carried out after each design phase, and should: Involve the people who will influence quality.

Document design problems and solutions. Your design reviews should make sure that the requirements and instructions defined in your service brief have been successfully turned into a complete set of design specifications. Make sure that you compare your design brief with your: Service specification Service delivery specification Quality control specification Make sure that your service and service delivery specifications describe a service that will meet customer needs, expectations, and requirements.

Make sure that your quality control specification describes a set of methods and procedures that you will be able to use to monitor, measure, and control the quality of your service and service delivery. Develop and control your validation process. Validate: Service Service delivery Quality control methods Your validations should prove that: Your service will meet customer needs under both normal and abnormal conditions.

Your design satisfies all specifications and complies with all official codes and standards. Your service delivery process has been completely developed and documented. You have allocated enough human and material resources to meet your service obligations.

You have developed information that will help customers to understand and use your service. Your validation process should be: Planned and documented. Performed before you deliver service. Control your revalidation process. Develop and control your revalidation process. Perform: Periodic revalidations Special revalidations Perform periodic revalidations in order to: Prove that your service continues to meet customer needs and conform to specifications.

Improve your service, service delivery, and your quality control methods. Perform special revalidations in order to prove that your service continues to meet customer needs even though changes have been made.

Perform special revalidations whenever you make significant changes in: Quality control. Service or service delivery. Human or material resources. Programs, policies, or procedures. Revalidations should be planned and documented. Make sure that you get feedback from both service delivery personnel and customers.

Develop a design change process and control how it functions. You must control changes to the following design documents:. Service specifications Service delivery specifications Quality control specifications Before you make design changes, you must: Demonstrate that there is a real need for change.

Prove that changes will not reduce service quality. Show that participants have approved changes. Tell customers when changes will affect quality. Plan how you're going to make the changes. Document and record your design changes. Develop your service delivery process. Develop and control your service delivery process. Control your service delivery responsibilities.

Control how you assess the quality of your service. Control how customers assess your service quality. Control how service delivery records are kept. Control how you handle nonconformities. Control your service measurement system. Distribute the responsibility for service delivery and control how these responsibilities are carried out.

Control how you assess your service. Control how customers assess your service. Control how services will be monitored to see if they meet service and service delivery specifications. Control how changes will be made when service and service delivery nonconformities are discovered. Develop methods that your organization can use to assess and control the quality of your service.

Your quality assessment methods should ensure that you:. Measure key process activities to identify negative trends and prevent customer dissatisfaction. Encourage service delivery personnel to monitor and inspect their own service delivery activities. Evaluate the quality of the interaction between your personnel and your customers. Control how customers assess the quality of your service. Develop methods that your customers can use to assess the quality of your service. These quality assessment methods should allow customers to provide instant feedback and to evaluate previous service performance.

Make sure that you:. Actively solicit your customers' opinions. Respect customers' subjective evaluations. Measure customer satisfaction and dissatisfaction.

Evaluate whether your service brief expresses the needs and expectations of your customers. Evaluate whether your specifications embody the needs and expectations of your customers.

Evaluate whether your service and service delivery process meets the needs and expectations of your customers. Develop a service delivery record keeping system and control how it is used. Make sure that you keep a record of the work that has been performed during each phase of service delivery Keep records in order to:.

Prove that you've performed the work. Prove that the work meets your specifications. Prove that your customers are satisfied. Control how you handle service nonconformities. Distribute the responsibility and authority for: Identifying service nonconformities. Reporting service nonconformities. Recording service nonconformities. Analyzing service nonconformities. Correcting service nonconformities. Preventing service nonconformities. Ensure that everyone in your organization accepts the responsibility for detecting and reporting both actual and potential service nonconformities.

Address the customers' needs and expectations immediately before you develop and implement a more complete long-term solution. Identify root causes and make sure that your corrective actions deal with these causes.

Monitor the effectiveness of your corrective actions in order to ensure that the service nonconformity doesn't happen again. Develop a service measurement system and control how it is maintained and monitored. Control measurement and testing skills. Control measurement and testing procedures. Control measurement and testing software. Control measurement and testing questionnaires.

Verify the validity and reliability of questionnaires and surveys. Control measurement and testing equipment.

Control the use of this equipment. Control the calibration of this equipment. Control the maintenance of this equipment. Develop your service improvement process. Develop and control a service improvement process. Create a service improvement information system. Allocate the responsibility for service improvement. Control how you collect and analyze quality data.

Develop a program to improve service quality. Develop an information system to support your service improvement process. This information system should allow you to:. Collect data that measures service quality. Evaluate the service and service delivery process. Disseminate information about service quality. Generate improvements in service quality. Distribute the responsibility for service improvement and control how these responsibilities are performed. Control how your service improvement information system will be used and maintained.

Control how the quality of your services and your service delivery process will be improved. Control how you collect and analyze data. Collect service and service delivery data in order to: Measure whether requirements have been met. Identify opportunities for improving service quality. Evaluate service efficiency and effectiveness.

Control your service data collection process. Control the data that you collect when you assess the quality of your services and service delivery.