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| About the Authors | |
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| Foreword | |
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| Preface | |
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| Introduction | |
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| What is Quality? | |
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| What is a Quality Management System? | |
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| What are the requirements of a Quality Management System? | |
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| What are Quality Control and Quality Assurance? | |
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| Quality Control | |
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| Quality Assurance | |
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| What are the costs and benefits of having a Quality Management System? | |
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| What is a Quality Manual? | |
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| What goes into a Quality Manual? | |
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| What does each part of the Quality Manual do? | |
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| What are Quality Policies and Objectives? | |
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| Mission statements | |
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| Corporate Policy Statement | |
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| Process-specific policies | |
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| How to set Quality Objectives | |
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| What is a Quality Process? | |
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| The Process Approach | |
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| Core Business Process | |
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| Supporting processes | |
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| Inter-relationship of process documentation | |
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| The hierarchy of processes | |
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| What is a Quality Procedure? | |
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| What is the best way to write a Quality Procedure | |
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| What should go into a Quality Procedure? | |
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| Annex A - Example Quality Procedure | |
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| What is a Work Instruction? | |
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| What should go into a Work Instruction? | |
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| How many Work Instructions can I have? | |
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| Annex B - Example Work Instruction | |
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| What is a Quality Plan? | |
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| What should be covered by a Quality Plan? | |
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| Other considerations | |
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| The history of Quality Standards | |
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| 1979 | |
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| 1981 | |
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| 1987 | |
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| 1994 | |
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| 2000 | |
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| Who produces Quality Standards? | |
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| What is ISO 9000:2000? | |
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| Background to the ISO 9001:2000 standard | |
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| The ISO 9000:2000 family of standards | |
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| ISO 9000:2000 Quality Management Systems - Fundamentals and vocabulary | |
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| ISO 9001:2000 Quality Management Systems - Requirements | |
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| The 'consistent pair' | |
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| Compatibility with other Management Systems | |
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| Compatibility with ISO 14001:1996 | |
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| Compatibility with BS8800:2004 | |
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| The Principles of ISO 9001:2000 | |
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| Eight Principles of Management | |
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| The Process Model | |
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| Brief summary of ISO 9001:2000 requirements | |
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| Section 1 - Scope | |
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| Section 2 - Normative reference | |
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| Section 3 - Terms and definitions | |
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| Section 4 - Quality Management System | |
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| Section 5 - Management responsibility | |
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| Section 6 - Resource management | |
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| Section 7 - Product realisation | |
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| Section 8 - Measurement, analysis and improvement | |
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| ISO 9004:2000 Quality Management Systems - guidelines for performance improvement | |
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| How quality helps during a product's life cycle | |
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| Design stage | |
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| Manufacturing stage | |
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| Acceptance stage | |
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| In-service stage | |
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| End of life stage | |
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| Who controls quality in an organisation? | |
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| Management | |
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| The 21 Management responsibilities | |
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| Quality management team | |
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| Quality Manager | |
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| Chief Quality Assurance Inspector | |
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| Section Quality Assurance Inspectors | |
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| Quality Assurance personnel | |
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| The staff | |
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| Quality Assurance resources | |
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| What are the purchaser's responsibilities? | |
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| What are the supplier's responsibilities? | |
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| What to do once the QMS is established | |
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| Continual improvement | |
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| Process metrics | |
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| Process improvement tools | |
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| How do I apply Six-Sigma to improve my processes? | |
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| Why have six Sigmas, when one would do? | |
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| Audit | |
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| Certification | |
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| Quality Management and computer technology | |
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| ISO 9001:2000 - A summary of requirements | |
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| Abbreviations and acronyms | |
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| References | |
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| Glossary | |
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| Useful addresses | |
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| Index | |