Elsevier - ISO 9000 Quality Systems Handbook - 4ed, 2001(98,94,94).pdf

ISO 9000
Quality Systems
Handbook
ISO 9000
Quality Systems
Handbook
Fourth Edition
Completely revised in response to ISO 9000:2000
David Hoyle
OXFORD AUCKLAND BOSTON JOHANNESBURG MELBOURNE NEW DELHI
Butterworth-Heinemann
Linacre House, Jordan Hill, Oxford OX2 8DP
225 Wildwood Avenue, Woburn, MA 01801-2041
A division of Reed Educational and Professional Publishing Ltd
A member of the Reed Elsevier plc group
First published 1994
Second edition 1994
Third edition 1998
Reprinted 1999
Fourth edition 2001
© David Hoyle 2001
All rights reserved. No part of this publication may be reproduced in
any material form (including photocopying or storing in any medium by
electronic means and whether or not transiently or incidentally to some
other use of this publication) without the written permission of the
copyright holder except in accordance with the provisions of the Copyright,
Designs and Patents Act 1988 or under the terms of a licence issued by the
Copyright Licensing Agency Ltd, 90 Tottenham Court Road, London,
England W1P 0LP. Applications for the copyright holder’s written
permission to reproduce any part of this publication should be addressed
to the publishers
British Library Cataloguing in Publication Data
A catalogue record for this book is available from the British Library
Library of Congress Cataloguing in Publication Data
A catalogue record for this book is available from the Library of Congress
ISBN 0 7506 4451 6
For information on all Butterworth-Heinemann publications visit our website at

Composition by Genesis Typesetting, Laser Quay, Rochester, Kent
Printed and bound in Great Britain
Contents
Preface ix
Chapter 1 Introduction 1
Chapter 2 Basic concepts 18
Principles or prescription 18
Quality 19
The interested parties 22
The characteristics of quality 25
Achieving sustaining and improving quality 32
Summary 76
Basic concepts – Food for thought 77
Chapter 3 Role, origins and application of IS